Lowe’s New Store Training: Facilitator’s Guide Introduction:

Lowe’s New Store Training:
Facilitator’s Guide
Introduction:
This training is designed to introduce the attendees to the Levolor Custom Size Now Machine and CSN
Product offering, Levolor Custom product categories, as well as the M20 ordering process. You should
create an open environment where the attendees are free to ask questions while gaining hands on
experience with measuring windows, cutting blinds and shades, CSN and Custom product knowledge,
and M20 ordering practice. This is a scheduled six hour training from 8AM to 3PM with an hour lunch
break.
Training Objectives:
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Assist new associates in identifying customer needs, making appropriate product suggestions
based on information given, and cutting all CSN Products properly.
Explain key features and benefits of both Levolor CSN and Custom blinds and shades.
Apply Custom blinds and shades ordering skills to real life selling scenarios.
Introduction: (8 – 8:10AM)
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Introduce yourself as the Levolor Sales Representative
Ask that each associate in attendance introduced themselves, give their length of service with
Lowe’s, which department they work in, and their comfort level on the CSN machine (from 1 – 10,
1 being new to the machine, 10 being a machine expert)
How to Measure: (8:10 – 8:25AM)
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Demonstrate the proper way to measure a window frame for Inside and Outside Mounts for
associates – use steel tape measurer.
Explain the importance of understanding the customer’s measurement
o Did you measure in (3) places for the window’s width; top, center and bottom?
o What tool did you use to measure?
o Did you make any deductions or measure an existing blind?
o Facilitator’s Note: Reference “Ask the Right Questions” document and walk associates through
Flow Chart.
Packaging Review: (8:25 – 8:35AM)
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Explain the multiple types of packing found in the CSN aisle.
Show the difference between Faux Wood End Cap Packaging, and Non – End cap Packaging.
Show associates how to read “Cut in Box” packaging on Cordless Cellulars and Woven Woods
Explain how to read measurements on product packaging, and how to understand the minimum
width each size can be trimmed to.
Explain the ½” deduction made to all product, and where to locate that information on the
packaging.
CSN Machine Cutting Class: (8:35 – 9:45AM)
Order of product cutting during class:
Left Side of Machine:
o Faux Wood or Real Wood Out of Box
o Faux Wood or Real Wood In the Box, end cap packaging, post Retro Fit
Facilitator’s Note: Utilize “How to Cut Wood/Faux” Post Retro – Fit, one page
document
o Cordless Cellular Shades In the Box (Remove shade from box after cutting and fan cells to
prevent fabric from sticking together)
o Woven Wood In the Box
o Woven Wood Out of the Box
Facilitator’s Note: Utilize “How to Cut Woven Wood” one page document
o Vertical Head rail
o Vertical Vanes
Right Side of Machine:
o Vinyl or Aluminum blinds (always Out of Box)
Roller Shade Machine
Facilitator’s Note:
o Each associate should cut at least one product during the training. For example, show the
associate how to cut one side of the blind and have them cut the other side.
o Use yellow Pre-Cut Blind Labels to mark new width of product with a Sharpie.
o Use Levolor Blue Tape to tape each package after each cut and demonstrate the proper
taping method.
Review Maintenance: (9:45 – 10AM)
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Who to contact for CSN Machine issues (Compact Power Services @ 1-866-349-2546)
Who to contact for Roller Shade Machine issues (Levolor Representative)
Ensure there is the maintenance sticker placed on the CSN cutting machine and your business card on the
roller shade machine
Ensure machine is cleaned with a shop-vac, vacuum bag checked and side cutting trash containers
emptied every day
Facilitator’s Note: Utilize “Bag installation Instructions” as a hand out when discussing machine
maintenance.
Break: (10 – 10:15AM)
CSN Product Training (10:15 – 11:30AM)
Qualifying the Customer: (10:15 – 10:30AM)
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Facilitator’s Note: Explain the importance of qualifying the customer. Reference the
questions below as well as the descriptions on how to use the questions to qualify the
customer.
“Are you looking for a shade or a blind?” – This can cut your choices in half.
Shades – A shade offers SINGLE operation. A consumer can raise the shade in the
window frame to allow maximum light in through the window, or they can lower the
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shade to provide more privacy and higher levels of light control. Levolor offers Cellular,
Roller, and Natural Shades in both CSN and SOS. Roman shades are also available
through Levolor in SOS. All of these products are available as either a light filtering or
room darkening shade.
Blinds – A blind offers DUAL operation. Not only can it be raised and lowered like a
shade, but a consumer can also tilt the slats/vanes to allow varying amounts of light in
through the window. Levolor offers Real Wood, Faux Wood, Metal, and Vertical blinds
in both CSN and SOS. Vinyl blinds are available in CSN while Perceptions and
Textured Blinds are available through the SOS Verticals program.
“What room(s) are you shopping for?” – Certain window treatments are better suited for certain
rooms.
Bedrooms, nurseries, media rooms – Room darkening shades or blinds
Bathrooms and kitchens – Any product that does not contain real wood elements
(such as Real Wood blinds and Natural Shades)
Living rooms and dining rooms – Light filtering shades or blinds
“What other elements in your home are you trying to coordinate with?” – This can help dictate
what type of product to suggest. Real Wood, Faux Wood, and Vertical Blinds all have the
ability to coordinate with real wood floors, furniture, and cabinets. Levolor shades coordinate
well with popular fabric and paint colors.
“Are you looking for something you could take home today, or are you willing to wait two
weeks?” – If a customer wants more color options and is willing to wait two weeks, they should
order SOS. If a customer is looking for something they can take home that day, they should
look at CSN.
CSN Product Knowledge: (10:30 – 11:25AM)
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Facilitator’s Note: Use the CSN Quick Reference Guide or CSN “Leave It” Documents as
handouts for all associates.
Train on the following categories
Faux Wood, Real Wood, Aluminum, Vinyl, Cellular, Vertical, Woven Wood, Solar, and
Vinyl Roller Shades
Utilize CSN Sample blinds in aisle to describe features and benefits of each category.
Review which CSN categories present coordination with one another  Faux Wood to Vertical
(Walnut, Honey Pine, and Pecan finishes), Faux Wood to Real Wood (White)
Review the Levolor CSN Lifetime Warranty
Encourage associates to take notes and use as future resources for product knowledge
Train competitively against Basic Blindz – show differences in Blindz product displays and
inventory across the aisle.
Wrap Up/Ask for It! (11:25 – 11:30AM)
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Ask, “What questions do you have for me regarding the Levolor CSN Product Offering?”
Ask for a commitment from the associates to continue to practice cutting on the machine to
retain what they learned and to train any associates that were not able to attend
Ask Associates to sell Levolor FIRST over Basic Blindz!
THANK the Associates for their time, participation, and their support of Levolor!
Give a copy of the sign in sheet to management as well as post a full list of trained
associates on the machine
Lunch Break: (11:30AM – 12:30PM)
Custom Blinds and Shades Product Knowledge (12:30 – 2:30PM)
Use the Levolor sample books, store displays, and training samples to train the associates on every Levolor
custom blinds and shades category. Have the associates reference the product “Leave It’s” for each product
category. Go through the products in the order and time below. Also go over the Levolor SOS warranty and show
the associates where they can find this information in the MSRP pages.
Facilitator’s Note: Use the quizzes on the back of the product “Leave It’s” to review each category.
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Real and Faux Wood Blinds – 25 minutes
Accordia Cellular Shades – 25 minutes
Vertical, Perceptions, and Textured Blinds – 20 minutes
Roman Shades – 15 minutes
Natural Shades – 15 minutes
Roller Shades and Panel Track – 10 minutes
Metal Blinds – 5 minutes
Custom Blinds and Shades Product Knowledge (12:30 – 2:30PM)
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Levolor Product Coordination – 5 minutes
Use Coordination Chart Leave It as a handout for the associates
Use sample books to show color coordination and perfect match
Levolor/Lowe’s Coordination – 5 minutes
Use Lowe’s Coordination Sheet as a handout for the associates
Go over the typical buying process that consumers go through: Paint, Flooring, Furniture, Window
Treatments
M2O Training (2:40 – 2:55PM)
Use the (2) M2O scenarios to walk the group through how to place an order
Wrap Up/Ask for It! (11:25 – 11:30AM)
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Ask, “What questions do you have for me regarding the Levolor SOS product offering?”
Ask for a commitment from the associates to train any associates that were not able to attend
Ask Associates to pull Levolor’s books first
THANK the Associates for their time, participation, and their support of Levolor!
Reward certificates to associates