February 2012 – Monthly Theme – Bedding

1. February 2012 – Monthly Theme – Bedding • Note to LCM: This deck has four segments intended to be shared with your delivery teams over a four week period. • Week One provides a framework to reviewing the Predict Model and relating it to the Product Theme of the Month (Most months will include a discussion of Explanation, Demonstration, Information, & Concerns Addressed) • Weeks Two & Three provides product specific information • Week Four Provides the opportunity to review a specific Predict Vital Behavior or a Shift Starter • The Product Theme for February 2012 is Bedding & Recliners • The Pro-Advocacy Focus for Week 4 is Vital Behavior - Preparation • Review all slides before presenting. • Review supporting materials/documentation prior to your presentation.

2. February Monthly Theme - Bedding • The purpose of the Monthly Theme is to assist our Delivery teams in gaining a better understanding of the products that they deliver. This also supports the expectations of our customers who want the delivery teams to be subject matter experts on the products they deliver. • Suggested Vital Behaviors from the Predict model or Shiftstarter modules have been included. • Recommendations for a Monthly Theme Presentation: • LCMs should meet with MDO Mgrs in advance to review/discuss • Provide products as visual aids • Print out copies of the slide deck and supporting materials (such as product information) and post in the stand up area for teams to review after your presentation. • Use this time to promote improving the customer experience.

3. February Monthly Theme Bedding & the PREDICT ModelWeek One The Vital Behaviors that PREDICT Legendary Customer Experiences in Home Delivery February 2012

4. Predict Vital Behaviors Overview • Every delivery provides us with opportunities to provide our Customers with Legendary Customer Experiences in Home Delivery. On the following slides, we will review the following Predict Vital Behaviors as they relate to delivering Bedding & Furniture products: • Explanation • Demonstration • Information • Concerns Addressed

5. Explanation • How do you show the vital behavior “Explanation” when delivering Bedding and Furniture products? • Think of a recent bedding/furniture delivery that went well, and share your story with the team. • Group discussion.

6. Demonstration • How do you show the vital behavior “Demonstration” when delivering Bedding and Furniture products? • Think of a recent bedding/furniture delivery that went well, and share your story with the team. • Group discussion

7. Information • How do you show the vital behavior “Information” when delivering Bedding and Furniture products? • Think of a recent bedding/furniture delivery that went well, and share your story with the team. • Group discussion

8. Concerns Addressed • How do you show the vital behavior “Concerns Addressed” when delivering Bedding and Furniture products? • Think of a recent bedding/furniture delivery that went well, and share your story with the team. • Group discussion

9. Overview of February Monthly Theme • In the coming weeks we will discuss delivering and setting up bedding and recliner products, and also review the Predict Behavior – Preparation. • Week of Feb 6th – Bedding and the Predict Model • Week of Feb 13th – Handling Bedding • Week of Feb 20th – Handling Recliners • Week of Feb 27th – Predict Behavior - Preparation

10. February Monthly Theme BeddingWeek Two February 2012

11. Bedding Handling • Bedding is never to be dragged, it should be hand carried. • Inspect bedding packaging to ensure it is not torn or worn to the point that it does not adequately protect the merchandise. • Ensure bedding is stood on end where the packaging has the thickest gauge plastic “booting” which is typically colored blue or green. • Load bedding to ensure it is stable during transportation – use dunnage or tie bedding in place with twine. Place a corrugated “damage barrier” between bedding and the trailer door or sides if bedding contacts the trailer sides / door. • Bedding items larger than twin size requires a team of 2 to properly handle.

12. Handling Mattresses • Ensure bedding is stood on end where the packaging has the thickest gauge plastic “booting” which is typically colored blue or green.

13. ROR Bedding • If a delivery team is picking up ROR bedding, the team must: • Obtain the appropriately sized bedding bag(s) provided by the MDO, • Place the bag(s) on the delivery truck • Re-package the bedding within the customer’s home.

14. Bedding Concern • Customers sometimes order ½ of a split box queen or king foundation not realizing that a quantity of 2 is required. • If this is discovered during loadout, let your manager know and they can determine what steps to take next. • Contacting the customer may be required to verify if they wanted 1 or 2 parts of the 2 part box set.

15. Serta iComfort Adjustable Bed Review

16. Tempur-Pedic Bedding Review

17. Tempur-Pedic Bedding Review

18. Tempur-Pedic Bedding Review

19. Tempur-Pedic Bedding Review

20. Bedding Links • Serta Motion Perfect Bed (iComfort) – Setup and Delivery videolink: http://www.youtube.com/watch?v=8IrqrzAaxFU • Tempurpedic ERGO mattress set up video link: http://tempurpedicretailers.com/training • Recommend LCM shares these video links with drivers that have smart phones.

21. February Monthly Theme Bedding Furniture ReviewWeek Three February 2012

22. Lay-Z Boy Recliner Review

23. Simmons Recliner Review

24. February Monthly Theme Predict Behavior - PreparationWeek Four February 2012

25. Predict Overview Let’s take a few minutes to review and discuss the Predict Vital Behavior Preparation

26. Predict Behavior - Preparation • Show the Preparation vital behavior section from the Predict video • Discuss Preparation vital behavior