ldeas you can use to increase home improvement sales & service

The happy customer is an informed customer. If you don't have room for a customer service center, have a resident expert available to provide courteous advice and guidance.

Be sure that your shopping carts can carry large items such os bagged concrete and pre-cut lumber as well as smoller items. Women customers, especially, appreciate being able to handle their purchases with ease.

Keep all your customers by giving them one-stop service. Stock hard-to-find items and offer special order service for those vou can't stock.

Help your customers to stop rising energy costs by helping them with conservation programs such os solar heating. Check your own facilities for fficient operation, too.

Show-case live plants with flair and imagination all through the store, not just in the nursery section. Studies show that labels and care instructions sell more.

Arrange your pre-cut plywood, particleboard, hardboard and lumber so that customers can see the sizes available. They appreciate being able to select the size and price they need.

Promote and display paneling in a prominent spot. Statistics show that the average d-i-yer spends $165 on paneling each year. Are you getting your share of this profitable business?

Panel displays of wallpaper sell more customers than a stack of books on a table. Color coordinote your selection for added appeol.

Feature how-to-literature with products such as heating and plumbing equipment to encourage the home handyman to do the job himself. Keep racks neat and well filled. Make a specific employee responsible for this housekeeping task.

With countertop mate riols offering high sales as kitchen and bathroom remodeling increases, you should display laminates and tiles in mock-up rooms to show customers what thev can do.

Exploit the growing interest in sauna baths with sauna bath kits displayed next to an attractive model set-up.

Cut-away displays with identiJication of elements in the plumbing department intrigue customer and help solve the mysteries of home repair and improvement. Salesmen con use them to explain instsllotion.

Coordinate kitchen cabinet displays with wallpaper, plumbing fixtures, countertops, and colorful kitchen accessories to appeal to customers, especially women, who like to visualize the complete picture.

Let your customer handle the outdoor power tools. Display them so that he can heft, touch and hold to see how they feel and fit the hand. Open end cap displays are good for these. A length of chain or wire attached to the tool helps to reduce shop lifting.

Display rollers and other paint tools directly next to paint to remind customers that they need to buy them, too.

Offer rope or twine to customers so they can safely tie down large purchases for transporting home.

Some customers like to scoop nails from bins and weigh out the quantity they need. A bin display can save floor space for you.

Design your paint display to take advantage of labels and colors. A bright, creative presentation will remind your customers that you have paint and paint sundries. They want to know!

Help your customer make the decision to buy by stressing beneJits ond value of product over price. In making a comparison of quality, start with highest price first, stressing the dffirence that makes the product worth the price; Give the feeling that you believe the price is fair. Emphasize cost-saving features of products and break price down into smaller units if possible.

Put a punch in your advertising. Use newspaper tabloid and seasonal circulars. Have copies readily available at your front door to help customers locate products.

Get your share of the customers reading the Yellow Pages. One out of two persons in the market for building materials lets his 'Jingers do the walking," according to a recent survey. Consider advertising in your local directory.

Use your distributor to give valuable product knowledge to your sales personnel. Have in-service sessions to inform and stimulate your sales force.

Keep your employees uplo-date with the latest catalogs and literature from manufacturers. Be sure that they can answer questions for customers and are current on prices for writing sales orders. Computer print-outs can update prices weekly or daily.

Salvage cut-off materials, damaged merchandise, and remnants for special sales. Many customers like the thrill of getting a bargain and it is all profit to you. Discards also can be contributed to charitable organizations or thrift shops and taken as a tax write-off.

Story at a Glance

Capitalize on customer interest in solar energt. A recent survey shows that 780/o are interested in home solar energy and 48%(!) understand the heat pump system. Select products and plan marketing campaigns for projects such as rerooJing, residing, kitchen modernization and adding or remodeling a bathroom.

Kitchens are being remodeled to take advantage of new appliances such as trash compacters and microwave ovens. Update your marketing plans to include both wanted appliances and new material trends.

Put a truckload of paneling or other merchandise in your parking lot to attract customer ottention as well as passing traffic. Tie-in with promotional advertising in newspapers, radio and tv, circulars, and flyers.

Set aside an attractive spot for how-to-books, a natural for d-iyers. Customers will browse and buy literature on home improvement projects. This leads to related sales.

Give your customers x-ray vision with a cut-away house to demonstrate visually the intricacies of studs, framing, insulation, wiring, and plumbing. They'll be able to study the display and learn. Reinforce the program with do-it-yourself literature and knowledgea ble sa le sme n.

Train your sales people to be well informed about the products and familiar with ways merchandise in their department can be used. Use your supplier for information and training.

Use your telephone as a sales tool. Be sure that departments answer quickly, have catalogs, price lists and knowledge necessary for answering questions. Sales persons should answer wilh first name and end conversations by inviting customers to come into the storeforfurther service. Handle complaints efJiciently, with courtesv.

Utilize ready-cut lumber programs to move materials into prime retail selling spots. With prominent display and good promotion you will realize a maximum return on your investment.

Put your merchandise front and center for visibility and accessibility. Utilize the action areas of your store for impulse buying and related sales. For impulse sales, display products at least 22" above the floor; never display any item less than 8" above floor level; use end cap displays for related merchandise such as water heaters and pipe.

Solve the problem of displaying kitchen sinks with a step-up display of sinks mounted in counters. Encourage related sales with cabinets, disposals, and plumbing fixtures displayed close by. Provide clear label information, pricing, and how-to-literature for a complete package.

Focus attention on home decorating materials by building a vignette of related products. Coordinate a display, building from a floor made of tiles, with unrtnished furniture, wallcovering, matching fabrics, lighting fixtures and a few carefully chosen accessories or plants. Keep the effect simple, uncluttered, and current.

Understand and protect yourself against the dangers of liability in customer service such as loading material onto cars. Have your insurance man brief your employees and provide visual reminders of the "do s" and "don'ts".