Consultation Success with CBC

I must admit that I've had difficulty introducing and feeling comfortable in the consultation part of the CBC process, but today I threw caution to the wind and went for it. Nick came in to purchase a new sleep set today. I greeted him promptly and explained to him the "new way" to buy a mattress. I explained the store to him and asked him "if he minded if I asked him some questions to help make the process easier." He said "sure no problem." I was a bit nervous asking the questions but did fairly well. As I was asking him the questions I realized "holy smokes" this guy is specialist. Bamn!! I went into specialist mode focusing everything on finding this guy a bed to help him with his lower back and hip issues. I thought to myself this is pretty cool. It does serve a purpose in the process. He went home with a Queen Cape Horn and paid for delivery and frame. He told me that he was nervous about coming in because he had never bought a new bed himself and thanked me for making the process easy.

I wanted to share my success story with everyone to prove to you that the consultation portion is very important in helping us identify with our customers but also separates us in the "sea of sameness" because we do care. Using the questions was a bit awkward at first, but it does work. Over the past 8 years I've sold beds to thousands of people and millions of dollars in merchandise so I understand your fear. Change on the floor can be difficult. BELIEVE ME I KNOW. If you are having trouble with the consultation part of the process, jump right in there and just do it. Yes, we old dogs, can learn new tricks. Good luck and yes CBC DOES ROCK!!!

Lance D. Elshere
Mattress Firm
Jacksonville Area Manager
(Office): 904-646-2699