Sales OS v2

"Hey, welcome to Raymour & Flanigan! I'm [Name]. Quick question — are you updating a specific room today or just getting ideas? [If specific room] → "Perfect — I know exactly where to take you. Follow me." [If browsing] → "I love that. I'll give you space but let me show you the two things everybody's been buzzing about this week — takes two minutes."

"I totally get it — this is a big decision and you want them involved. Can we FaceTime them right now? I'll give you two a minute to talk it through, and I can answer any questions they have directly. Most couples make the decision together in about 10 minutes."

"Here's what I'll do — let me put a 24-hour personal hold on this so it doesn't sell while you're gone. That way there's no pressure and you can come back together, or even just call me and we handle it over the phone. What time works for you tomorrow?"

"Let me get a good photo of this on your phone right now so you can show them tonight. And here's my number — if they love it, text me and I'll get the paperwork started. I can even do a lot of this remotely so you don't have to make a second trip."

"I'm glad you're comparing — you absolutely should. Here's what I'd ask you to look at side by side: the frame construction, the warranty coverage, and what happens if something goes wrong. With us, you call me directly and I handle it. I've seen what happens when people call 800-numbers for warranty claims. What specifically did you like about what you saw there? Let me show you how we stack up."

"I hear that a lot — and honestly, if it's a lamp or a throw pillow, Wayfair is fine. But for a mattress or a sofa you're going to sleep on or sit on every day for 10 years? You can't feel it through a screen. And when it shows up in a flat box and one leg is broken, you're starting a 3-week email chain with a chatbot. With me, you sit in it, you feel it, and I'm your person if anything ever goes wrong. That's worth something — and our prices are more competitive than most people expect."

"Can you pull that up? I want to see exactly what you're looking at." [Look at it together] "A couple things to check: Is white-glove delivery included, or is that extra? What's the return policy if it's not right? And is it the same construction — same spring count, same frame gauge? I want to make sure you're comparing apples to apples, because sometimes they look the same and they're not."

"Okay, no worries at all — this happens and it doesn't mean anything about the deal. Let me show you two things that work for a lot of my customers. First — have you tried Affirm? It's completely separate from our store credit and it takes about 60 seconds on your phone. A lot of people get approved there when other options don't go through. Let's check right now while we're here — it won't affect your credit score at all. [If Affirm declines too:] Second option — are you a member of Visions or CFCU? Their personal loan rates are actually really good for furniture, and it's almost like bringing your own financing — same as buying a car with your own loan. You could apply on your phone right now and be approved in 10–15 minutes. Either way, I'm not letting you leave here without getting you what you need. What would you like to try first?"

"Before I show you the price tag, let me show you what this actually costs you per day — because I think it changes things completely." [Pull up the financing calculator] "This bedroom set — everything you're looking at — is $127 a month on our 72-month plan. That's about $4 a day. You probably spend more than that on coffee. And you're going to spend 8 hours every night in this bedroom for the next 10 years. Does $127 a month work for your budget?"

"You're at $127 a month. The next level up — the one with the power base and the premium mattress — is $154 a month. That's $27 more a month for something you'll feel every single morning. Let me show you both so you can feel the difference."

"I completely understand — and if you want to pay cash, that's great. But let me just show you what the monthly looks like, because a lot of my customers who plan to pay cash end up on the plan anyway. When they see $89 a month, they'd rather keep their cash liquid and just set up the payments. It's interest-free, so there's no cost to you. Does that make sense to consider?"

"I'm so glad we found that. Now that we have the [sofa / mattress / chair] locked in, what's going in the rest of that room? Because I want to make sure everything flows together and you don't have to come back in three weeks when you realize something doesn't work. Let me show you what our design team put together around this exact piece — it takes 5 minutes and it'll give you a complete picture."

"I hear you — and let me reframe this. What if I told you this [piece] is $89 a month? Because that's what it is on our 72-month plan. You're going to use this every single day for the next 10 years. That's less than $3 a day for furniture you actually love — that costs less than a daily coffee. [Pull up calculator] See? $89 a month. Does that work?"

"Hey [Name]! It was so great meeting you today. I wanted to let you know the [specific item] you loved is in stock in [color/size]. A couple of other customers have been eyeing the same one this week. If you'd like me to set it aside for 24 hours, just say the word — I'll hold it personally. No obligation, just want to make sure it's there for you. — [Your name], R&F Johnson City 📱"

"I'm so glad we got this done — you're going to love it when it's set up. I do want to ask you something before you go. Helping people find the right piece — honestly this is my favorite part of the job. Who's one person in your life who's been talking about updating their home? Maybe they moved recently, or they've been saying their mattress is killing them? I'd love to take care of them the way I took care of you today — they'll be in good hands, I promise. What's their name?"

"I get it — nobody loves add-ons. Let me tell you what this actually is though. This covers accidental stains, tears, pet damage, and structural issues for [X] years. On a [sofa / mattress / recliner], the most common thing I see people call about is [common issue]. Without this, that repair is $400–800. With it, you make one call and it's handled — no questions asked. For [plan cost], on a 72-month plan that's $[X]/month extra. I would never let someone I care about leave without this. It's the one thing I'd do differently if I were buying this myself."

Signal from teammate: "Hey [Name], can you come take a look at something?" Her opener: "Hi! So I heard you've been looking at the [item] — I love that one. Can I ask, what's holding you back from taking it home today?" [Listen fully. Don't talk. The first thing they say is the real objection.] Handle the objection, then: "Here's what I'd like to do for you..." [close]