Adobe Captivate / Thursday, October 11, 2018
Slide Id / Item Id / Original Text Caption Data / Updated Text Caption Data / Slide
9450 / 17168 / Merchandise Sales / Merchandise Sales / 1
9450 / 17174 / Introduction / Introduction / 1
17400 / 17290 / Navigation / Navigation / 2
17400 / 17296 / Before we begin, take a moment to familiarize yourself with the course navigation controls. / Before we begin, take a moment to familiarize yourself with the course navigation controls. / 2
17400 / 17314 / Click the Forward button to continue. / Click the Forward button to continue. / 2
17400 / 17340 / Back/Forward buttons: Click to move forward and back within the course. / Back/Forward buttons: Click to move forward and back within the course. / 2
17400 / 17344 / Navigation text: Directs you on where to click to continue within the course. / Navigation text: Directs you on where to click to continue within the course. / 2
17400 / 19044 / Merchandise Sales: Introduction / Merchandise Sales: Introduction / 2
26972 / 26875 / Click the Forward button to continue. / Click the Forward button to continue. / 3
26972 / 26925 / ESU Course Feedback / ESU Course Feedback / 3
26972 / 26931 / As Extra Space grows, sometimes our processes and procedures change. The L&D Department needs your help to keep up. Please tell us if you see anything in this training that is out-of-date or inaccurate. Click the Feedback link to submit your feedback, and we’ll address it as soon as possible.
For technical difficulties with this course, please submit a Help Desk ticket. / As Extra Space grows, sometimes our processes and procedures change. The L&D Department needs your help to keep up. Please tell us if you see anything in this training that is out-of-date or inaccurate. Click the Feedback link to submit your feedback, and we’ll address it as soon as possible.
For technical difficulties with this course, please submit a Help Desk ticket. / 3
26972 / 27000 / Merchandise Sales: Introduction / Merchandise Sales: Introduction / 3
26972 / 27381 / Feedback / Feedback / 3
26972 / 33480 / Feedback / Feedback / 3
26972 / 33494 / Feedback / Feedback / 3
1359 / 1376 / One way to increase revenue and maintain occupancy at your site is to provide the services and products your customers want. An excellent selection of quality retail moving and storage supplies, properly displayed, is part of the plan.
In this lesson, you will learn:
•Why are merchandise sales important?
•Type of products available
•Features and benefits of popular products
•The art of successful selling
•Merchandising and maintaining inventory / One way to increase revenue and maintain occupancy at your site is to provide the services and products your customers want. An excellent selection of quality retail moving and storage supplies, properly displayed, is part of the plan.
In this lesson, you will learn:
•Why are merchandise sales important?
•Type of products available
•Features and benefits of popular products
•The art of successful selling
•Merchandising and maintaining inventory / 4
1359 / 1380 / Introduction / Introduction / 4
1359 / 17558 / Merchandise Sales: Introduction / Merchandise Sales: Introduction / 4
1359 / 20646 / Click the Forward button to continue. / Click the Forward button to continue. / 4
1359 / 27404 / Feedback / Feedback / 4
1359 / 33570 / Feedback / Feedback / 4
1359 / 33584 / Feedback / Feedback / 4
1403 / 1420 / It’s All About the Customer! / It’s All About the Customer! / 5
1403 / 1425 / The message comes from the customers, the thousands of them that simply want the best value and service their money can buy.
That includes their rental units and all the security and storage supplies that will make their stay stress-free and convenient. / The message comes from the customers, the thousands of them that simply want the best value and service their money can buy.
That includes their rental units and all the security and storage supplies that will make their stay stress-free and convenient. / 5
1403 / 19062 / Merchandise Sales: Introduction / Merchandise Sales: Introduction / 5
1403 / 20664 / Click the Forward button to continue. / Click the Forward button to continue. / 5
1403 / 27427 / Feedback / Feedback / 5
1403 / 33660 / Feedback / Feedback / 5
1403 / 33674 / Feedback / Feedback / 5
1453 / 1470 / People store their goods and need to protect their items from dirt, dust, moisture, scratches and other damage that can occur when people:
•Pack
•Move
•Store / People store their goods and need to protect their items from dirt, dust, moisture, scratches and other damage that can occur when people:
•Pack
•Move
•Store / 6
1453 / 1475 / It’s All About the Customer! / It’s All About the Customer! / 6
1453 / 1483 / Customers will find a way to accomplish this with or without your help and your storage supplies. Because of this, we need to do everything we can to maximize every sales opportunity! / Customers will find a way to accomplish this with or without your help and your storage supplies. Because of this, we need to do everything we can to maximize every sales opportunity! / 6
1453 / 19080 / Merchandise Sales: Introduction / Merchandise Sales: Introduction / 6
1453 / 20682 / Click the Forward button to continue. / Click the Forward button to continue. / 6
1453 / 27450 / Feedback / Feedback / 6
1453 / 33750 / Feedback / Feedback / 6
1453 / 33764 / Feedback / Feedback / 6
1505 / 1525 / Currently only about 25% of all rental customers buy storage supplies from Extra Space. / Currently only about 25% of all rental customers buy storage supplies from Extra Space. / 7
1505 / 1530 / How does this happen? / How does this happen? / 7
1505 / 1534 / What can you do? / What can you do? / 7
1505 / 1538 / Items out of stock... / Items out of stock... / 7
1505 / 1542 / Stock shelves daily. Order new merchandise when stock is low, not out. / Stock shelves daily. Order new merchandise when stock is low, not out. / 7
1505 / 1546 / Customers can’t find what they need... / Customers can’t find what they need... / 7
1505 / 1550 / Walk your customer to the merchandise. Pick the items out for them and place the items in the customer’s hands. / Walk your customer to the merchandise. Pick the items out for them and place the items in the customer’s hands. / 7
1505 / 1558 / Ask questions and use suggestive selling. “Since you’re storing a mattress, you’ll want our mattress cover. What size will work best?” / Ask questions and use suggestive selling. “Since you’re storing a mattress, you’ll want our mattress cover. What size will work best?” / 7
1505 / 1554 / Customers don’t know what they need... / Customers don’t know what they need... / 7
1505 / 1562 / Managers don’t have the answers to the questions the customers have... / Managers don’t have the answers to the questions the customers have... / 7
1505 / 1566 / Learn the features and benefits for each item. Read the packages! / Learn the features and benefits for each item. Read the packages! / 7
1505 / 19098 / Merchandise Sales: Introduction / Merchandise Sales: Introduction / 7
1505 / 20700 / Click the Forward button to continue. / Click the Forward button to continue. / 7
1505 / 21786 / It’s All About the Customer! / It’s All About the Customer! / 7
1505 / 27473 / Feedback / Feedback / 7
1505 / 33840 / Feedback / Feedback / 7
1505 / 33854 / Feedback / Feedback / 7
1588 / 1605 / Currently only about 25% of all rental customers buy storage supplies from Extra Space. / Currently only about 25% of all rental customers buy storage supplies from Extra Space. / 8
1588 / 1609 / Where do the other 75% of the renters get the supplies they need? / Where do the other 75% of the renters get the supplies they need? / 8
1588 / 1614 / •Other storage places
•Moving companies
•Stores
•Work / •Other storage places
•Moving companies
•Stores
•Work / 8
1588 / 19116 / Merchandise Sales: Introduction / Merchandise Sales: Introduction / 8
1588 / 20718 / Click the Forward button to continue. / Click the Forward button to continue. / 8
1588 / 21800 / It’s All About the Customer! / It’s All About the Customer! / 8
1588 / 27496 / Feedback / Feedback / 8
1588 / 33930 / Feedback / Feedback / 8
1588 / 33944 / Feedback / Feedback / 8
1642 / 1663 / Why are Merchandise Sales so Important? / Why are Merchandise Sales so Important? / 9
1642 / 1668 / That’s about the same as…
•Adding 4 mature properties fully occupied OR
•Buying 100 new move-in trucks OR
•2,476 brand new computers with monitors OR
•12,300 mop buckets, 41,280 brooms, 154,800 packs of magic erasers and 103,200 bottles of Febreze! / That’s about the same as…
•Adding 4 mature properties fully occupied OR
•Buying 100 new move-in trucks OR
•2,476 brand new computers with monitors OR
•12,300 mop buckets, 41,280 brooms, 154,800 packs of magic erasers and 103,200 bottles of Febreze! / 9
1642 / 1674 / These additional revenues can go a long way in providing capital improvements, technology resources and any number of programs that benefit customers and property personnel. / These additional revenues can go a long way in providing capital improvements, technology resources and any number of programs that benefit customers and property personnel. / 9
1642 / 1696 / If 800 ESS facilities were able to sell, on average, two $7.99 locks per day for a year in addition to their normal sales, the increase would be approximately $3,328,000.00company-wide. / If 800 ESS facilities were able to sell, on average, two $7.99 locks per day for a year in addition to their normal sales, the increase would be approximately $3,328,000.00company-wide. / 9
1642 / 19134 / Merchandise Sales: Introduction / Merchandise Sales: Introduction / 9
1642 / 20736 / Click the Forward button to continue. / Click the Forward button to continue. / 9
1642 / 27519 / Feedback / Feedback / 9
1642 / 34020 / Feedback / Feedback / 9
1642 / 34034 / Feedback / Feedback / 9
9514 / 17180 / Merchandise Sales / Merchandise Sales / 10
9514 / 17250 / Selling Boxes and Moving Kits / Selling Boxes and Moving Kits / 10
1736 / 1753 / Learning Objectives / Learning Objectives / 11
1736 / 1757 / •Know what the customer is going to be using boxes for to help recommend the correct box
•Know the best-selling boxes and moving kits
•Know the features, advantages, and benefits of the best-selling boxes and moving kits
•Know how to upsell additional items with box purchases / •Know what the customer is going to be using boxes for to help recommend the correct box
•Know the best-selling boxes and moving kits
•Know the features, advantages, and benefits of the best-selling boxes and moving kits
•Know how to upsell additional items with box purchases / 11
1736 / 19152 / Merchandise Sales: / Merchandise Sales: / 11
1736 / 19153 / Selling Boxes
and Moving Kits / Selling Boxes
and Moving Kits / 11
1736 / 20754 / Click the Forward button to continue. / Click the Forward button to continue. / 11
1736 / 27542 / Feedback / Feedback / 11
1736 / 34110 / Feedback / Feedback / 11
1736 / 34124 / Feedback / Feedback / 11
1782 / 1803 / Boxes / Boxes / 12
1782 / 1807 / Boxes are the #1 selling retail item at Extra Space Storage. Because they are the highest seller, it’s important to know the specifics of each box, why they are such great value, and how you can sell more of them. / Boxes are the #1 selling retail item at Extra Space Storage. Because they are the highest seller, it’s important to know the specifics of each box, why they are such great value, and how you can sell more of them. / 12
1782 / 1812 / SMALL / SMALL / 12
1782 / 1816 / MEDIUM / MEDIUM / 12
1782 / 1820 / LARGE / LARGE / 12
1782 / 1824 / EXTRA LARGE / EXTRA LARGE / 12
1782 / 19174 / Merchandise Sales: / Merchandise Sales: / 12
1782 / 19180 / Selling Boxes
and Moving Kits / Selling Boxes
and Moving Kits / 12
1782 / 20772 / Click the Forward button to continue. / Click the Forward button to continue. / 12
1782 / 27565 / Feedback / Feedback / 12
1782 / 34200 / Feedback / Feedback / 12
1782 / 34214 / Feedback / Feedback / 12
1850 / 1868 / SMALL BOX
ES-901
16x12x12 / SMALL BOX
ES-901
16x12x12 / 13
1850 / 1874 / The small box is great for small heavy items, books, dishes and breakable items. Small boxes are also great for customers who will be moving their items themselves. / The small box is great for small heavy items, books, dishes and breakable items. Small boxes are also great for customers who will be moving their items themselves. / 13
1850 / 1878 / •Ask the customer what they need boxes for
•If they are moving, ask if they are doing the moving themselves
•Let the customer know the best uses for the small box
•Mention the features and benefits of the box
•Offer the box and the DishGuard/GlassGuard kits
•Show the customer a built box and ask if that size will work for them / •Ask the customer what they need boxes for
•If they are moving, ask if they are doing the moving themselves
•Let the customer know the best uses for the small box
•Mention the features and benefits of the box
•Offer the box and the DishGuard/GlassGuard kits
•Show the customer a built box and ask if that size will work for them / 13
1850 / 19206 / Merchandise Sales: / Merchandise Sales: / 13
1850 / 19212 / Selling Boxes
and Moving Kits / Selling Boxes
and Moving Kits / 13
1850 / 20790 / Click the Forward button to continue. / Click the Forward button to continue. / 13
1850 / 21814 / Boxes / Boxes / 13
1850 / 27588 / Feedback / Feedback / 13
1850 / 34290 / Feedback / Feedback / 13
1850 / 34304 / Feedback / Feedback / 13
1900 / 1917 / MEDIUM BOX
ES-902
18x18x16 / MEDIUM BOX
ES-902
18x18x16 / 14
1900 / 1924 / The medium box is the highest selling box because it can hold just about anything. / The medium box is the highest selling box because it can hold just about anything. / 14
1900 / 1928 / •Ask the customer what rooms they are going to be moving and/or storing
•Let the customer know the best uses for the medium box
•Mention the features and benefits of the box
•Show the customer a built box and ask if that size will work for them
•Remind the customer that buying by the bundle will save them money / •Ask the customer what rooms they are going to be moving and/or storing
•Let the customer know the best uses for the medium box
•Mention the features and benefits of the box
•Show the customer a built box and ask if that size will work for them
•Remind the customer that buying by the bundle will save them money / 14
1900 / 19238 / Merchandise Sales: / Merchandise Sales: / 14
1900 / 19244 / Selling Boxes
and Moving Kits / Selling Boxes
and Moving Kits / 14
1900 / 20808 / Click the Forward button to continue. / Click the Forward button to continue. / 14
1900 / 21828 / Boxes / Boxes / 14
1900 / 27611 / Feedback / Feedback / 14
1900 / 34380 / Feedback / Feedback / 14
1900 / 34394 / Feedback / Feedback / 14
1950 / 1969 / LARGE BOX
ES-903
24x18x18 / LARGE BOX
ES-903
24x18x18 / 15
1950 / 1974 / •Ask the customer how they plan on storing their bedding, clothing, and shoes
•Let the customer know the best uses for the large box
•Mention the features and benefits of the box
•Show the customer a built box and ask if that size will work for them
•Remind the customer that lighter items will fit perfectly in the large box / •Ask the customer how they plan on storing their bedding, clothing, and shoes
•Let the customer know the best uses for the large box
•Mention the features and benefits of the box
•Show the customer a built box and ask if that size will work for them
•Remind the customer that lighter items will fit perfectly in the large box / 15
1950 / 1978 / The large box is recommended for pillows, clothing, lamps, decorations, and other light items. / The large box is recommended for pillows, clothing, lamps, decorations, and other light items. / 15
1950 / 19270 / Merchandise Sales: / Merchandise Sales: / 15
1950 / 19276 / Selling Boxes
and Moving Kits / Selling Boxes
and Moving Kits / 15
1950 / 20826 / Click the Forward button to continue. / Click the Forward button to continue. / 15
1950 / 21842 / Boxes / Boxes / 15
1950 / 27634 / Feedback / Feedback / 15
1950 / 34470 / Feedback / Feedback / 15
1950 / 34484 / Feedback / Feedback / 15
2000 / 2019 / EXTRA LARGE BOX
ES-904
24x18x24 / EXTRA LARGE BOX
ES-904
24x18x24 / 16
2000 / 2024 / The extra large box is great for bedding, clothing, window treatments, and pillows but is not recommended for heavy items. / The extra large box is great for bedding, clothing, window treatments, and pillows but is not recommended for heavy items. / 16
2000 / 2028 / •Let the customer know the best uses for the extra large box
•Mention the features and benefits
•Encourage the customer to put their lamp shades together in this box
•Show the customer a built box and ask if that size will work for them
•Remind the customer that lighter items will fit perfectly in the extra large box / •Let the customer know the best uses for the extra large box
•Mention the features and benefits
•Encourage the customer to put their lamp shades together in this box
•Show the customer a built box and ask if that size will work for them
•Remind the customer that lighter items will fit perfectly in the extra large box / 16
2000 / 19302 / Merchandise Sales: / Merchandise Sales: / 16
2000 / 19308 / Selling Boxes
and Moving Kits / Selling Boxes
and Moving Kits / 16
2000 / 20844 / Click the Forward button to continue. / Click the Forward button to continue. / 16
2000 / 21856 / Boxes / Boxes / 16
2000 / 27657 / Feedback / Feedback / 16
2000 / 34560 / Feedback / Feedback / 16
2000 / 34574 / Feedback / Feedback / 16
2050 / 2067 / Moving kits are a great CUSTOMER SERVICE opportunity. First and foremost the kits:
•Save the customers time - they only have to make one choice
•Make life easier for the customer / Moving kits are a great CUSTOMER SERVICE opportunity. First and foremost the kits:
•Save the customers time - they only have to make one choice
•Make life easier for the customer / 17
2050 / 2072 / Moving Kits: Why do customers need kits? / Moving Kits: Why do customers need kits? / 17
2050 / 2094 / Don’t forget that in most cases there is no ONE kit that will be enough to move a family or business - you are going to have to sell other boxes and supplies to get all those items packed.
Let’s take a look at the best-selling box kit and make sure you have all the information you need to help the customers. / Don’t forget that in most cases there is no ONE kit that will be enough to move a family or business - you are going to have to sell other boxes and supplies to get all those items packed.
Let’s take a look at the best-selling box kit and make sure you have all the information you need to help the customers. / 17
2050 / 19334 / Merchandise Sales: / Merchandise Sales: / 17
2050 / 19340 / Selling Boxes
and Moving Kits / Selling Boxes
and Moving Kits / 17
2050 / 20862 / Click the Forward button to continue. / Click the Forward button to continue. / 17
2050 / 27680 / Feedback / Feedback / 17
2050 / 34650 / Feedback / Feedback / 17
2050 / 34664 / Feedback / Feedback / 17
2098 / 2118 / Feature / Feature / 18
2098 / 2122 / MINI KIT
ES-907 / MINI KIT
ES-907 / 18
2098 / 2126 / Advantage / Advantage / 18
2098 / 2130 / Benefit / Benefit / 18
2098 / 2134 / Up to 45.2 total Cubic Feet / Up to 45.2 total Cubic Feet / 18