Script compliance

Information

Document No.
Audit Title
Client / Site
Conducted on
Prepared by
Location
Personnel

Meet and Greet

Good morning / good afternoon. Is this your first visit to a CSL store?
Ok, well we’re slightly different at CSL, so let me give you some useful information to help you use the store more easily, then i’ll leave you to have a good look around
All the furniture is priced individually and there are usually far more items available than you can see. So if you see a sofa and want a corner group or a corner and want recliners, just ask me and I can show you them on my iPad. I can also show you what’s available for 72 hour delivery if you need something quick., The colour options are in the swatch on the matching footstool
We’re here to help find your perfect sofa, but I can also help with interest free and payment options if you find something and decide to buy.
My name’s (Jason), please feel free to sit on as much furniture as you like and I’ll catch up with you later.
Was the delivery of the meet and greet clear and audible?
Was the delivery of the script natural?

Pre care information.

Compliment & Explain what’s going to happen.
Fillings - Include key info - feature and benefit, firmer when new, softens with use, use equally, plump daily.
Covering - natural markings, colour & grain variation, stretch & crease.
Sunlight - low impact, tilt blinds draw curtains to keep effects to a minimum.
Vacuuming - Once over with attachment, pay attention to seams & stitching.
Dye transfer - Can happen on any non colour fast clothing.
Was the interaction/ demonstration of the product/ care advise visual animated and engaging?

Leather care information

When it comes to cleaning it’s dead easy, just wipe it down once a week with a damp cloth, NOT a wet one, this will remove the surface dirt.
You need to clean and protect the furniture with our professional care products. Especially the arms and backs as the build up of oils from your hands and head, can cause discolouration over time. I do mine when the clocks go forward and back as it acts as a natural reminder.
We’ve got some in stock at the moment, they’re only £29 so you can take one with you today. We have an offer where you get two for £50, really useful for busier household”
“Modern leathers are a lot softer and warmer than they used to be. That’s because they don’t have the hard protective coating that they used to have. It means they’re more porous and you will get marks and stains on them. So when something won’t come out just give our sofashield service a call, they’ll come out and remove any stains, rips, tears, or burns as many times as you need them free for five years. If they can’t they will even replace the affected area for FREE.
I’ve included that, it’s only £39 a seat and of course you’ve got your lifetime guarantee on your frame and spring system. Delivery and installation is only £9.50 a seat (£11 in London), so on the day of delivery just tell the team where you want the furniture. They will assemble it and take away all the packaging”
Was there emphasis of key words i.e "lifetime guarantee", "free for 5 years" etc

Fabric care information

In addition you’ll need to maintain your furniture twice a year with OUR professional care products. Especially the arms and backs as the build up of oils from your hands and your head, can cause discolouration over time. I do mine when the clocks go forward and back as it acts as a natural reminder.
We’ve got some in stock at the moment, they’re only £29 so you can take one with you today. We have an offer where you get two for £50, really useful for busier households”
“Your fabric, by law, has a fire retardent coating which means you can’t wash it. Please take my word for it and don’t try, if you do you will destroy the fabric and the fire retardency”
So when a mark or stain won’t come out just give our sofashield service a call, they’ll come out and remove the stain, rips, tears, or burns as many times as you need them free for five years. If they can’t they will even replace the effected area for FREE”
"I’ve included that, it’s only £39 a seat and of course you’ve got your lifetime guarantee on your frame and spring system. Delivery and installation is only £9.50 a seat (£11 in London), so on the day of delivery just tell the team where you want the furniture. They will assemble it and take away the packaging”
Was there emphasis of key words i.e "lifetime guarantee", "free for 5 years" etc

Finance management

“So for the furniture, the sofashield, and the kit’s I mentioned, it comes to.........., would you like to pay cash or on a card.
Oh sorry, I assumed you were paying the balance now. [would you rather just pay a deposit now and the rest before delivery?]
Oh Ok, you want interest free, no problem. Most people use the BNPL and pay a deposit now, with no payments out of your bank and pay the balance any time before this time next year. That way YOU earn a years interest on your money. How does that sound?
Ah, Ok, we work from your monthly budget, so what were you thinking, what about a £100 a month?
Ok, what about £80, that’s about £20 a week...
Of course you can, but I just need you to tell me what you can afford on a monthly basis so that I can enter it into the computer, does about £50 sound ok? pause [or what were you thinking?]
Ok great, so I just need to take your deposit, what were you thinking, half today and the balance on the interest free?
No problem what about leaving the £599 today, which would give you £1000 balance on THE INTEREST FREE?
Sorry, that’s just me trying to make sure we get you approved on the interest free, because it’s far more successful with a higher deposit, so based on that what would you like to leave £200 - £300? Anything thats more than 10%)
Just a thought, why don’t you pay your deposit and keep your money in the bank for the year and pay it off by this time next year. That’s got to be far better than a direct debit coming out each month, not only that, but when you get a bit of extra money, you can pay it off earlier too. How does that sound?

Macmillan

Oh I almost forgot, CSL and all the staff are making a large contribution to the Macmillan cancer fund. Would you like to make a one off donation, the company will match it pound for pound, and you can join us in supporting this great charity.

Testimonial and handover

Thanks for your order. It would be great if you could go onto our website and leave some feedback on your experience that other customers could find beneficial. There’s also a section to recommend your friends and family before they purchase, when they do you will receive £25. When you get to 10 recommends without claiming the money we will double it, so you could earn £500. Just as important we would love to be the number one shopping experience in the UK, and would love to feature on independent websites, such as review center and trust pilot, so if you could put your experience on there for me, that would be great too.