HomeStory Resources for Communicating through the Sales Process

1. HomeStory Resources for Communicating through the Sales Process Purpose – pre-sell, proactively communicate, brand Internet Lead Inquiry Estimate Scheduled Customer Emails Referrals Landing Pages

2. HomeStory Internet Lead Inquiry Internet lead inquiry Potential customers can request a call or product book Your website visitors can also request Special Offer

3. Internet Lead Inquiry • Your potential customer can request a call by a salesperson or a Product Book to be sent directly from the website • If a call is requested, the potential customer can receive a call in 5 minutes

4. Special Offer Request • Your potential customer can also request a Special Offer • He/she is required to complete a form • The special offer you selected from HomeSource is then emailed to your potential customer • It goes to their their inboxand HomeStory is CC:ed • Follow-up immediately

5. Select a Special Offer in HomeSource • You can select from a variety of specialized offers for your potential customers • 4 different options are available for you to choose from • It will be automatically emailed to those who request a special offer

6. How to Select Your Special Offer • Go to HomeStory Online • Go to ADMIN • Then select Store Info • Just above the bottom of the page find several Special Offers to choose from • Click on the offer you would like emailed to your potential customers For step by step instructions how to select or opt out of automatic emails sent from your location, click here. (page 35)

7. Estimate Scheduled Email Confirmation Door Design Tool Door Buying Guide Email letter explaining process Sign Up for Email Appointment Confirmation

8. Estimate Confirmation Email After Estimate Appointment is Scheduled, An In-home Estimate Confirmation to Homeowner • Occurs after an appointment is scheduled in HomeSource • Must capture email address in HomeSource • HomeSource asks to send confirmation email • It also sends pre-sales tools including: • A quote from a previous customer in the same city as the prospect • Our service and no-pressure sales letter • Design Your Door tool • Door Buying Guide

9. “Design Your Door” Tool Overview • Allows homeowner to select their door design, paint color and hardware before the estimate • Helping to save consultant time, close the sale ahead of the game, and gets homeowner invested in the experience • The homeowner’s choices are emailed to the HomeStory location and saved to HomePad if job is downloaded • Consultant should have advanced knowledge of the homeowner’s selections prior to going into the appointment • Homeowner can email their selections to anyone

10. Door Buying Guide • Educates the homeowner, about door quality • Brand HomeStory as the door replacement experts • Sells the homeowner on our product’s value proposition

11. Emails Are Automatically Sent to Your Customers • EXTREMELY IMPORTANT • Automated emails are sent to your customers unless you choose to opt out • Set-up your company and salesperson to succeed by making sure your information is up to date For step by step instructions how to select or opt out of automatic emails sent from your location, click here. (page 35)

12. Customer Emails Order Confirmation Job Completion & Survey Positive Survey How to update social media Links in HomeSource Posting Surveys Negative Survey

13. Order Confirmation Email • Email is sent to the homeowner after the order is marked ORDERED in HomeSource • Keeps homeowner excited about their purchase decision and let’s them know we didn’t take their money and run

14. Job Complete, Survey Email Automatically Sent Job Complete & Survey Email • Sent to homeowner when job is marked INSTALLED in HomeSource • Importance of updating status in HomeSource • Thanks homeowner for business • Asks them to complete survey • Positive (85%+) • Negative (<85%) For step by step instructions how to select or opt out of automatic emails sent from your location, click here. (page 35)

15. Survey • Mark a job Installed as soon as it is done so survey can be sent • Positive survey (85% or greater) gets email asking for online referral • Make sure your HomeSource social media info is complete and up to date giving your customers the option to follow you onlineand give you a referral

16. How to Populate Your Social Media Links in HomeSource • Go to the Admin section in HomeSource • Then go to Store Info • Close to the bottom of the page under the social media section, type in your social media URLs

17. Positive Survey Webpage • Asks homeowner to post comments on a social marketing websites (if links are populated in HomeSource) • Google Places • Yelp! • Facebook • Twitter • Houzz • Angie’s List • HomeStory will receive email with score of survey • Post comments (if appropriate)!

18. Posting Comments • Comments can be posted in the following locations: • Your local website • Facebook • On the in-home estimate email sent to new customers in the same city • Go to the Admin Section of HomeSource • Click on Surveys

19. If customer is highlighted in blue, comments were made

20. Review Survey and comments • Print to share survey and comments with team

21. If the comments are all good, choose to post the comments • Go to the bottom of the survey to post

22. Negative Survey Received • Taken to webpage thanking homeowner for completing survey • Asks for them to call us if there are any issues • HomeStory will send automated Email to store requesting to follow-up with homeowner • Follow-up immediately with plan to address concern

23. Referral Program Referral Card How to Get Referral Card Sample Script Presenting Referral Program Sample Rewards Program Continuing Relationship

24. Referrals • Best customers • Easiest to work with • More profitable • Easier to close • ALWAYS personally contact the referrer regardless if the job was sold, or not! • If the job was sold, give a gift • Post sales gifts • Keep TOM and thanks Most satisfied consumers of home improvement had selected the professional from a personal referral

25. Referral Card • Our referral program is simple and has three components: • Referral card • Script • Rewards program

26. Referral Card • Postcards can be ordered through Modern Postcard 1-800-959-8365https://www.modernpostcard.com • Our contact is Rikki Weber at Extension 1753

27. Referral Card • The referral card is presented by the lead installer after final walkthrough and warranty card is given • Presentation of the Referral Card: The Lead Installer is becoming a sales person for his or her company. • Tell homeowner that we hope they are pleased with their doors and service • Receiving referrals is how we know we’re doing a good job and we appreciate receiving them. • Pointing to the perforated card, tell them that if they give the little tear-off cards to their friends, family or neighbors and they end up as customers, we have a referral rewards program where we send them gift cards to restaurants or retail stores (your HomeStory store will need to develop its own program).

28. Sample Script • “Lastly, I hope you’re very happy with your new doors and our service. One thing that tells us that we’re doing a good job is referrals. We have a referral program (begin handing the homeowner the referral card) that you can use to give these little cards to your friends, family or neighbors. We wrote your name on them, so if we get them from a referral sale, we will send you a gift card – usually to a local restaurant or retail store. We also make sure to give the person you referred a great deal. Would you be willing to give a few of these out to people that you think may be interested in HomeStory and getting new doors?”

29. Sample Referral Rewards Program • You should develop your own Referral Program. Here’s an example: • Send a Thank You Card for all referrals. • If the referral becomes a customer, a Thank You Card and a gift card should be sent. Here is an example: • Up to a $2000 sale - $25 Starbucks gift card • $2000 to $3,000 – a $50 gift card to a local restaurant • Over $3,000 – a $100 gift card to a local restaurant or home furnishing store such as Pottery Barn or Restoration Hardware. • Gift cards are a marketing investment and cost less than general marketing. • If they refer you once, chances are they will refer you again.

30. Continuing the Relationship • Don’t stop communicating with customers after install is complete. • Emails are a great way to communicate with your existing customers, keep top of mind, and ask for referrals. • Constant Contact or other email management programs can be effectively used to achieve this.

31. Continuing the Relationship • It is recommended to send out a communication once per month. Topics can vary. • For example, you could send specials to prior leads and estimated homeowners or latest trends with doors, before/after pictures of great local installs to everyone in your database. You can have different categories within Contact Contact, making targeting these different groups easy. • The important thing is to make the content relevant and not to SPAM them to often.

32. HomeStory Landing Pages for Internet Marketing Overview 4 to Choose From with choice of promotion Populate Unique Call Numbers Give URL to appropriate marketing campaign

33. Four Landing Pages to Choose From • HomeStory offers 4 Custom Landing Pages for you to choose from • For Example, they can be used for: • Pay-per click • Banner/display ad • Pre-roll video

34. Select Your Customized Landing Pages • Go to the Admin section of HomeSource • Go to Store Info section • Just above the bottom of the page find Landing Pages • Users can use any of the Online landing pages – by including the online landing page URL • Name each campaign • Different phone numbers may be assigned to each Landing Page for tracking different campaigns

35. You Can Decide Emails Sent From Your Location • Go to the Admin section of HomeSource • Select users • Go to your user name • You can choose to opt out - check/uncheck emails sent to customers and potential customers otherwise customers and potential customers will receive automatic emails.