F&D Training Pamphlet

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CALACATTA ORO

CUSTOM COUNTERTOP TRAINING

QUARTZ • NATURAL STONE • QUARTZ TECH

GOALS AND OBJECTIVES Welcome to the custom countertop training booklet! This crash course on all things countertops will help you become the expert. We are proud to partner with Floor & Decor and their extensive net work of talented Designers. Custom countertops are detailed, and we want you to have confidence in the products and pro grams that we offer! This abbreviated training can be supplemented with our online library which houses other various resource guides.

In this booklet you will learn about our partnership with Floor & Decor and local fabricators, how to sell, product knowledge, finishing touches, and all available resources.

CARRARA CERVINO

FLOOR & DECOR TRAINING PAMPHLET

This training booklet is available as an online version! These pages can be downloaded and printed as handouts. We recommend utilizing this function for pages such as the prep for template or prep for install documents. How to Bookmark the Booklet to your Browser: 1. Log into Sage Sync • Instructions to log into Sage Sync on page 54

If you don’t have a login, contact customer service at: support@sagesurfaces.com

Floor & Decor Training Pamphlet

Floor and Decor Slab Digital Catalog

Floor and Decor Easy Estimator

2. Click the Resource Guides Tab

3. Click “Floor & Decor Training Pamphlet” 4. The resource guide will open in your browser 5. Click the star in the right corner of your browser to bookmark the booklet

TABLE OF CONTENTS

5 6 7 9

PARTNERSHIP Partners PRODUCT KNOWLEDGE Material Comparison Chart Quartz Natural Stone Quartz Tech Warranty Overview Granite Gold Protection Plan COUNTERTOP PROJECT DETAILS

38 39 40 41 42 44 45 46 47 48 49 50 51 53 54 55 56 58 59 60 64 65

HOW TO SELL Remote vs Storage Buy Sales Skills Selling Resources Pocket Guides Common Sales Objections Overcoming Sales Objections Countertop Journey Easy Estimator How to Measure your Countertop Template Readiness Checklist Installation Checklist Customer Expectation Agreement RESOURCES Sage Sync Resource Guides Visualizer Customer Experience Cancellation Policy Training Frequently Asked Questions Who to Contact

10 12 14 15 16 18 19 20 23 24 25 26 27 28 29 30 32 33 34 35 36

Install Inclusions Finishing Touches Backsplash

Incidental Damage Tear-Out/Haul Away Polish Unfinished Material Safety Corners Edges Specialty Edges Supports & Brackets Overhang Support Chart Seams Bookmatching & Oversized Piece Charge Virtual Layout Sinks

DOLOMITES

PARTNERSHIPS

IBERIA

We Are Solution Experts - Powered by Partnership. Sage is a premier provider of top-tier orders and installation management services in the construction industry. Founded on integrity, excellence, and dedication, we deliver exceptional solutions to enhance any home, multi family or commercial projects.

This section will cover a brief overview of our partnerships and brands.

SUPPLIER PARTNER

FABRICATOR PARTNER

PARTNERS

• Floor & Decor Kitchen Designers: Design & Sell the Countertop Project • Sage: Manage the Countertop Sale • Installers: Customer Communications, Template, Fabricate, and Install Custom Countertops • Suppliers: Manufacture and Deliver the Products

Map of National Fabricator Partners

PRODUCT KNOWLEDGE This section covers general product knowledge for each of the countertop materials we offer: features and benefits, and crucial information to help set the right product expectations for homeowners.

• Material Comparison Chart • Quartz • Natural Stone • Quartz Tech • Warranty Overview • Granite Gold Protection Plan

For current program colors, please view the digital catalog found in Sage Sync.

OCEANA

COUNTERTOP MATERIALS

TAJ CREMA

MATERIAL COMPARISON CHART

$$$$ QUARTZ Non-porous, Hygienic Does Not Require Sealing Durable Easy to Maintain & Clean Scratch/Heat/Stain Resistant

CALACATTA MARINA

$$$ NATURAL STONE

Naturally Unique Designs Installed Already Sealed Easy to Maintain & Clean Durable Scratch/Heat/Stain Resistant Outdoor

ADONIS WHITE

$$$$ QUARTZ TECH Non-porous, Hygienic

Does Not Require Sealing Stunning Designs, Patterns Durable Easy to Maintain & Clean Scratch/Heat/Stain Resistant

CALACATTA CRETE

MARGOT

QUARTZ

About Quartz countertops are made from natural minerals and as a result, variations in color, shade, pattern, veining, and size are unique traits and to be expected. Additionally, small blotches or random distribution of particulates and directional veining are an inherent part of the overall design and composition and not considered to be defects or product non-conformity. How It’s Made Quartz countertops are made through a man-made process that involves combining and compressing crushed quartz crystals with resins, polymers, and pigments. Quartz Benefits

LIFETIME LIMITED WARRANTY

Characteristics • Hygienic: Non-porous surface prevents unwelcome germs, bacteria and mildew • Durable: Scratch, heat and stain resistant Things to Know • Seams: A seam is a border/transition line between two pieces of countertop that is filled with a color matching epoxy/glue. Seams are very common in ALL building materials (cabinets, trim, flooring, etc.) and countertops are NO exception. A majority of countertop materials WILL HAVE visible seams without directional/veining. • Care: Quartz is a maintenance-free surface that does not need to be sealed. For daily cleaning, use a soft cloth with a mild liquid soap and warm water or use an ammonia-free glass cleaner or any non-abrasive household cleaner that does not contain lemon, ammonia or bleach. To remove soap scum, use a non-acidic soap scum remover. Spills should be wiped up quickly to prevent staining. Non-polished materials and darker colors require more frequent cleaning as they show dirt, dust and marks easier than lighter color patterns. Use hot pads and trivets with heat generating appliances, as well as cutting boards, place mats and coasters to protect your surface from discoloration, scratches, and staining. • Inside Corners: Per Quartz manufacturer guidelines, a minimum allowed inside sink and L-shaped corner can be no less than 3/8” radius.

QUARTZ (CONT’D)

• Veining: Customers interested in vein matching or book matching can inquire about virtual layout options. Please note this option is available in select locations, please reach out to your fabricator partner for more information. If a customer does not purchase the virtual layout option, vein matching will be at the discretion of the fabricator. Quartz Customer • Someone who is looking for consistency in color and pattern • Looking for trending colors and designs • Renovating an indoor space (quartz is not suitable/recommended for outdoor spaces)

PRODUCT KNOWLEDGE VIDEO LINK Click Here

VERITY

OCEAN BREEZE

NATURAL STONE

About Natural Stone material is quarried from the earth. It is subject to veining and variances including but not limited to color, pattern, shade, particulate structure, surface irregulars, texture irregulars, fissures, pits, or other variances that naturally occur in the stone and are common and to be expected. Slab Viewing Customer will contact their Installer to discuss where to view a larger sample of the Natural Stone they have chosen for their countertop. This in-person or virtual slab viewing is their final chance to confirm and approve their choice of Natural Stone. If they decide NOT to view a larger sample of the Natural Stone, they fully and completely understand that there could be a variance of color, texture, pattern in their installed countertop. How It’s Made Natural Stone is sourced from international quarries. It is a natural resource, so each slab is unique in pattern, design, and color. Natural Stone offers a Limited Lifetime Warranty on the sealant with no need to reseal. Natural Stone Benefits

LIFETIME LIMITED SEALANT WARRANTY

Characteristics • Shade Variation: While more apparent in stones with heavy veining and movement, shade variation occurs in all natural stones and is more noticeable at seams • Fissures: A naturally-occurring, small hairline crack, a fissure is “an extensive crack, break or fracture in the rock, which may contain mineral bearing material.”* (*According to The Natural Stone Institute.) • Chips: A small repairable imperfection in Natural Stone due to severe impact or fabrication • Pits/Pores: Small pinhole like variations found in all Natural Stone finishes, pits/pores are a common characteristic and do not make the material less durable or otherwise inferior

NATURAL STONE (CONT’D)

Things to Know • Sealant: Although some Natural Stone countertops have to be resealed, our Floor & Decor Natural Stone is sealed with a proprietary sealant that provides a Lifetime Limited Sealant Warranty! • Seams: Seams will be filled with a color-matching adhesive that is visible and will be felt. Seams are more apparent on materials with texture and movement. All desired seam locations will be considered, but final placement is up to the discretion of the fabricator. Seam placements are determined based on slab/sheet size, layout, inherent material characteristics, installation requirements, and safety. • Care: Natural Stones are mined from the Earth and are natural products. Avoid harsh cleaners or abrasives containing lemon juice or citrus which can etch and dull the finish. For daily cleaning, use a soft cloth with a mild liquid soap and warm water. To remove soap scum, use a non-acidic soap scum remover. Spills should be wiped up quickly to prevent staining. • Non-Polished Materials and Darker Colors require more frequent cleaning as they show dirt, dust and marks easier than lighter color patterns. Which Surfaces are Considered Natural Stone? • Granite, Limestone, Travertine, Semi-Precious, Onyx, Quartzite, Marble, and Dolomite Natural Stone Customer • Someone who enjoys the unique pattern and veining • Looking for a one-of-a-kind countertop option • Renovating outdoor space (Warranty does not extend to granite used in outdoor applications.) PRODUCT KNOWLEDGE VIDEO LINK Click Here

BIANCO ANTICO

CALACATTA CRETE

QUARTZ TECH

About Quartz Tech is a man-made countertop material. Similar to quartz, this material mimics the look of high end exotic marbles and natural stones. How It’s Made Man-made material using 70% post-consumer recycled glass. The pattern/veining is created using 5D nanotechnology that penetrates the surface up to 1 mm, delivering authenticity of color and an

ultra-high visual depth. Quartz Tech Benefits

LIFETIME LIMITED WARRANTY

Printing • Proprietary 5D Nanotechnology printing up to 1mm deep into the surface

• Transparent material body • Highest Printing Resolution Characteristics

• Hygienic: Non-porous surface prevents unwelcome germs, bacteria and mildew • Polished: Lustrous surface does not require sealing, conditioning or polishing • Durable: Scratch, heat and stain resistant Things to Know • Seams: A seam is a border/transition line between two pieces of countertop that is filled with a color matching epoxy/glue. Seams are very common in ALL building materials (cabinets, trim, flooring, etc.) and countertops are NO exception. A majority of countertop materials WILL HAVE visible seams without directional/veining. • Care: Quartz Tech is a maintenance-free surface that does not need to be sealed. For daily cleaning, use a soft cloth with a mild liquid soap and warm water or use an ammonia-free glass cleaner or any non-abrasive household cleaner that does not contain lemon, ammonia or bleach. To remove soap scum, use a non-acidic soap scum remover. Spills should be wiped up quickly to prevent staining. Use hot pads and trivets with heat generating appliances, as well as cutting boards, place mats and coasters to protect your surface from discoloration, scratches and staining. • Thickness: 2CM; thinner, while maintaining durability.

WARRANTY OVERVIEW

Quartz Tech Customer • Looking for consistent pattern/veining distribution • Enjoys the look of exotic marble and natural stone

Quartz • Lifetime Limited Warranty • Warranty is on the material

Natural Stone • Lifetime Limited Warranty • Warranty is on the sealant

Quartz Tech • Lifetime Limited Warranty • Warranty is on the material

How are warranty claims managed? Sage has an internal warranty team who manages all warranty claims and submits work orders when necessary. What does a warranty cover? Our warranties do not cover normal wear and tear in the kitchen. Warranties do not cover against damaged material due to misuse of countertops. This would include damaged natural stone sealer from a customer cleaning their countertops with bleach, or a countertop crack due to dropping a cast iron pan.

For copies of the warranty or more information please visit the document library in Sage Sync.

CALACATTA MALTA

GRANITE GOLD OVERVIEW

GRANITE GOLD PROTECTION PLAN Granite Gold is the industry leader in countertop protection plans and offers top-of-the-line care and maintenance products. Customers can have peace of mind by purchasing a 5-year or 10-year Granite

Gold Protection Plan that covers their newly invested countertops from common wear and tear, unlike the manufacturer warranties. The Granite Gold Protection Plans are available for Granite, Quartz, and Quartz

Tech countertop surfaces. Frequently Asked Questions

Q: Why does the customer need a plan if they have a manufacturer warranty? A: Manufacturer warranties only cover manufacturer defects in the product. Manufacturer warranties DO NOT cover accidental damage of any kind of stains outside of food & beverage stains. Q: Is the protection plan a one-time charge or do you have to pay a fee for repairs? A: It’s a one-time cost for the life of the plan.

With coverage, there are no additional charges or fees if repairs are needed. No trip charges, no deductible. Q: Does the plan cover replacement of the countertop? A: The protection plan ensures the customer’s stone countertops will be repaired by Granite Gold authorized, professional repair technicians, eliminating the need for replacement. The protection plan is repair only, not replacement. Q: If the company cannot fix the issue, will they refund the plan price? A: Granite Gold has a 100% success rate with repairs; however, if the customer is unhappy with the repair, the customer will receive a full refund of the protection plan by Granite Gold. Q: Is the plan transferable? A: If/when a homeowner sells their home, the protection plan cannot be transferred to the new homeowner. Q. How to file a claim A: The customer can go online (GraniteGoldCares.com) or call by phone (888.574.8358) within 30 days of when the damage occurred, and Granite Gold will process the claim and schedule repair at no additional cost.

GRANITE GOLD FAQS

Q: Does Granite Gold Protection Plan cover Marble? A: Marble is not covered.

Q: How much does it cover? Is it up to $20,000 retail? And if so, is that the entire countertop order that includes sink and edges or just the countertop cost? And if the countertop exceeds the total amount covered, do they need to purchase more than one protection plan to cover all of it? A: A single protection plan covers up to $20,000 of installed countertops. This would cover the countertop cost/labor on the job. This would not include additional things like sinks, plumbing, demo, etc. If a customer’s project were to exceed that $20,000 limit then the customer would need to get an additional plan for an additional $20,000 in coverage. Q: What if they have different products, does it cover all of them under one purchased plan? A: Yes, a single protection plan can cover multiple materials in multiple areas of the home. Example: If a customer had granite in the kitchen and quartz in their bathrooms, that would all be covered under one plan so long as it doesn’t exceed the $20,000 limit. It does not matter the manufacturer/vendor of the material so long as it is a material that is covered under the plan. Q: What is the lead time from claim processed to repair? A: Each claim processed depends on the repair and customer availability. The average time frame from Granite Gold is approximately two weeks.. Q: Does the customer get contacted from Granite Gold once their plan goes live after install? A When a customer is registered for a Granite Gold Protection Plan, they will receive a digital copy of their policy immediately in an email.

ARABIAN NIGHTS

COUNTERTOP PROJECT DETAILS

• Install Inclusions • Finishing Touches • Backsplash

• Tear-Out/Haul Away • Incidental Damage • Polish Unfinished Material • Safety Corners • Edges • Specialty Edges • Supports & Brackets • Overhang Support Chart • Seams • Bookmatching & Oversized Piece Charge • Virtual Layout • Sinks For additional information please reach out to support@sagesurfaces.com

MADISON GREY

INSTALL INCLUSIONS

The Floor & Decor Custom Countertop Install Value: the table below represents everything that is included in the installed square foot price

INSTALL INCLUSIONS

INSTALLATION

MEASURE / TEMPLATE

MATERIAL

CUSTOM FABRICATION

EASED EDGE

BEVEL EDGE (NATURAL STONE ONLY)

1 UNPOLISHED CUTOUT

UP TO 4 FREE FAUCET HOLES

RADIUS CORNERS UP TO 3/4" MATERIAL WARRANTY (EXCEPT MARBLE AND GRANITE WARRANTY IS ON THE SEALER) 1-YEAR WORKMANSHIP WARRANTY

GRANITE PRO SEALER FOR NATURAL STONE

UP TO 20 MILE RADIUS FROM STORE

FINISHING TOUCHES

CHIP MINIMIZER

Once you’ve chosen the countertop of your dreams, it’s time to select the perfect finishing touches to make your kitchen equally functional as it is beautiful.

OVERHANG BRACKETS

SAFETY CORNERS

Chip Minimizer Prone to dropping things as you wash dishes? Are you concerned you might accidentally drop a cast iron pot on the edge of your sink and chip your beautiful new Quartz or Natural Stone countertop? Well, set your mind at ease and add the Chip Minimizer. A slightly rounded edge along the inside of your sink cutout, the Chip Minimizer has been proven to reduce chipping due to impact while adding a beautiful finished edge to the sink cutout. Overhang Brackets Help strengthen your countertop overhang. Extended countertop overhangs are fantastic for entertaining or for family togetherness. Support brackets may be required for overhangs 6” or greater depending on material or location and are at the discretion of your fabricator. They provide key support, keeping your stylish countertop safe and functional.

Safety Corners Busy kitchen? Do you have a lot of people in and out of your kitchen? Want to make sure you don’t bruise your hip on a sharp corner? These rounded corners lessen the blow if anyone were to accidentally run into them. Practical and beautiful, Safety Corners will give you added peace of mind.

Custom Virtual Layout* Envision your countertop before it’s fabricated. Would you like to see how your countertop is going to look in your home before it is installed? Our fabricators can create a virtual layout and plan the most stunning use of your slab. If you picked a color with a lot of directional movement, this is a great tool to help ensure the veins and patterns flow correctly across all pieces. With these additions, your countertop is sure to maintain its beauty for years to come.

*Check with your local Sage Fabricator Partner for availability

Rev: 4/2025

BACKSPLASH

Standard Backsplash Otherwise known as stone backsplash. This backsplash typically extends 4 inches high. For a bold and cohesive look, a matching stone back splash is a great option. Especially for those look ing to avoid grout lines. Depending on the size and the layout of the backsplash, seams may be required. If seams are needed, the quantity and placement is at the discretion of the fabricator.

STONEY SHORES

Full Height Slab Backsplash Full height backsplash creates a dramatic count er to cabinet backsplash. In most cases, full height slab backsplash will require a 2nd tem plate and a 2nd install date after the countertops have been installed. Providing elevation drawing of the backsplash with height measurements to your fabricator estimator is highly recommended for more accurate pricing. Outlet cutouts are a separate cost, so let your estimator know how many there are to ensure it is included in the quote. Outlets will need to be moved out to ac commodate the new stone backsplash thickness. This is the customer’s responsibility. Fabricator does not offer or perform any electrical work.

CARBO BRUSHED

EXISTING BACKSPLASH

Occasionally you will have a customer that wishes to save their existing backsplash. This is not always possible, as there are several determining factors that can affect a successful outcome. In most cases it is not possible to know how much damage will occur until the tear out is in process. Below are important aspects to consider: 1. The difference in thickness between the existing countertops and the new countertop selection will need adjusted for. 2. The new countertop will sit underneath the backsplash and not be installed “up to” it. 3. It is not always possible to slide the new stone underneath the existing splash for a pleasing out come. In some cases where it is possible, more seams may be needed than would be otherwise. 4. While our fabricator/installers are as careful as possible during demo of the existing backsplash and/or countertops, it may be unavoidable for damage to occur to the existing backsplash and/ or drywall. Backsplash tile is likely cemented directly to the drywall. 5. The extent of drywall damage may be small to large holes depending on how well it was ad hered at the time of installation. 6. Additionally, most of the time it is no longer possible to obtain matching tile for repairing. The drywall repair or possible replacement will need to be addressed separately by homeowner. If you are selling your customer a new tile splash, wall repair can usually be added to their tile job. Check with your tile installer to determine cost. 7. Sometimes it may be advisable for a single row of tile along the bottom to be removed and replaced with the same stone being used on the new countertops . This is considered a “trapped splash” and may require a separate template and install date. 8. The customer should purchase several tubes of sanded or non-sanded caulk that matches their existing backsplash grout. 9. The backsplash repairs, grouting and caulking are to be hired separately. It is recommended to employ an experienced tile installer. 10. We do not recommend trying to save backsplash that is single row. It is more cost effective to replace a single row backsplash. 11. It is common that the existing tile is not level. There may be a space between the unlevel exist ing backsplash and level countertop.

REMOVING BACKSPLASH

Setting Expectations: What can sometimes be thought of as excessive damage is actually the norm. The extent of drywall damage may be small to large holes depending on how well it was adhered at the time of installation. See included examples below of normal drywall damage after tile backsplash removal. Countertop removal is a construction project and these photos depict why it is not typical practice for a customer to keep their existing backsplash.

This is an example of how a wall might look after backsplash is removed. The drywall is in tact, but the paint/wallpaper has peeled off. Please note, if their original backsplash was higher than the new backsplash that is being installed, this wall damage will still be visible, and is not the responsibility of the fabricator to fix.

This is an example of large tile backsplash being removed in a kitchen. There are holes in the drywall that will need to be patched before new backsplash is adhered. Sometimes, based on how the backsplash was originally applied, the wall damage is too severe to apply backsplash material without drywall being repaired. Full height splash cannot be applied against studs. If the customer did not purchase backsplash through our program, it is their responsibility to get this fixed.

This is an example of incidental drywall damage that will need to be patched before any backsplash can be applied. Please remind customers that they will not be able to salvage their current backsplash. The countertop removal process is a construction project. To remove the customer’s current countertop, fabricators typically have to remove the bottom row of backsplash.

INCIDENTAL DAMAGE

Setting Expectations: The customer’s home becomes a construction zone on installation day. Our team works hard to avoid unnecessary damage, but some incidental damage may occur. The fabricator is not responsible for repairing incidental damage. See included examples below of normal drywall damage during countertop installation. Countertop removal and installation is a construction project and these photos depict the various incidental damage that a customer may expect to occur during installation.

Scuffed or scratched paint on drywall or cabinets are common types of incidental damage that can occur in homes during countertop install. While it may not be a major issue, it’s still important to address it to maintain the aesthetics and integrity of the home. This damage can typically be remedied by sanding or repainting the affected area.

Dings, also known as dents or small indentations in the wall, can occur due to accidental bumps, objects hitting the wall, or countertop installation.

TEAR-OUT & HAUL AWAY

In many cases, this process of tearing out existing countertops is completed the day of the installation of new countertops. This provides the customers with the minimum amount of downtime without a working kitchen. These photos are examples of the process.

Customer’s current countertops will be removed on the day of install with the purchase of tear-out and haul away. If the customer is removing and disposing of their own countertops they must have this completed the day prior to their scheduled install.

POLISH UNFINISHED MATERIAL

If your countertop will have an overhang larger than 6”, you may feel the underside of the coun tertop that can be rough to the touch or a visible manufacturer logo. Polishing the underside of the countertops can bring out the full color of the countertop surface material and can make for a smooth surface to the touch. Disclaimer: The backside of material that is polished will show swirling due to it being hand polished. Typical Areas Upgraded:

Underside of Kitchen Island

Inside of Waterfall Edge

Polished

Image depicts a polished underside of kitchen island. Polishing the underside of a kitchen island is a great option if the kitchen island can be seen from underneath at certain angles. This option makes the island look finished on both sides of the material.

Image depicts a polished inside of the water fall edge since it is visible. An exposed inside wall of a waterfall edge will be polished, however the underside of the countertop island is not.

SAFETY CORNERS

Do you have a lot of people in and out of your kitchen? Want to make sure you don’t bruise your hip on a sharp corner? These rounded corners lessen the blow if anyone were to accidentally run into them. Practical and beautiful, Safety Corners will give you added peace of mind. Typical Areas Upgraded:

EDGES

Quartz

Eased

purchase

Free with countertop

Half Bullnose

Double Radius

CLARINO

Quartz Tech

Bullnose

purchase

Eased

Bevel

Free with countertop

*Eased edge is free with purchase of Quartz Tech. The face of the edge will be a solid color that matches the overall background tone of the surface design. The surface’s design pattern will NOT be present on the face of an eased edge. Additional edge options may be available at an additional charge, dependent on your local fabricator’s availability.

Ogee

*Eased edge is free with purchase of Quartz.

EDGES

Natural Stone

Eased

purchase

Free with countertop

Bevel

Half Bullnose

Double Radius

Bullnose

Ogee

ADONIS WHITE

*Eased and bevel edges are free with purchase of Natural Stone.

SPECIALTY EDGES

Waterfall Edge A waterfall edge is a great finishing touch to add to peninsulas or islands. This on-trend addition continues the countertop material down the side of the cabinets. Waterfall edges are typically utilized with high movement, veined material to add interest to any space. Additional sub-top may be required and is the responsibility of the customer.

CALACATTA ORO

Mitered Edge A mitered edge is a finishing touch that con tinues the countertop material edge down up to 4”. This creates the look of thicker material and is a great way to upgrade any space. Additional thicknesses are available and re quire a special quote.

CULLEN

SUPPORTS & BRACKETS

Bars are notched into the cabinets or support wall when installed. Please see examples below of support bars that may be available to provide by your local fabricator.

Uninstalled Support Bar Flat Bar 10”

Installed Support Bars Shown on Kitchen Island

Uninstalled Support Bar Flat Bar 15”

OVERHANG SUPPORT

To help determine if a countertop overhang requires additional support, please reference the chart below. Two-thirds (2/3) of the countertop need to be supported. For example: 15” raised bar need 10” of supported area. Metal support bars are only available in black, and are not compatible with European Style cabinets, also known as full-overlay.

QUARTZ/QUARTZ TECH

NATURAL STONE

Overhang WITHOUT support Peninsulas & islands WITHOUT cutouts

10”

Overhang WITHOUT support Peninsulas & islands WITH cutouts

10”

Overhang WITH support Peninsulas & islands WITHOUT cutouts

Up to 10” past support

Overhang WITH support Peninsulas & islands WITH CUTOUTS

Up to 10” past frame

Up to 10” past support

Raised bar WITHOUT support

10” past support not to exceed 1/3 width of top

up to 1/3 of width of top up to 10”

Raised bar WITH support

10” past support not to exceed 1/3 width of top (customer responsibility to ensure supports are of sufficient strength) *Calculate support every 24” in all scenarios* *Raised bars must have pony wall. 3/4” panels will not be approved*

10” past support not to exceed 1/3 width of top (customer respon sibility to ensure supports are of sufficient strength) *Calculate support every 24” in all scenarios* *Raised bars must have pony wall. 3/4” panels will not be approved*

Raised bar WITH existing support *Must be approved*

Spacing/Other

SEAMS

Are Seams Needed? Most vanities and smaller projects are fabricated and installed without a seam. Regardless, it’s best practice to advise a customer that seam(s) may be needed and that the final call is at fabricator’s discretion. The following information may be helpful to explain the possible need for seams: 1. Most kitchens do require at least one seam. A seam in stone countertops will always be some thing you can see and feel. 2. A lot of factors come into play with regard to seams. It is not possible to make a final determi nation regarding seam location and how many seams will be needed until after the template is completed. 3. Seam placement is determined by the Fabrication Shop after template and after the slabs are received. Some factors that affect the need for seams are: 1. Efficient slab yield on products being sold by the square foot 2. Wall locations 3. Weight of the pieces 4. Job site access Fabricators strive to install seams that meet industry-standard or better. Industry standards are in place to make sure seams in countertops are tight and durable. While fabricators will do everything possible to make sure the countertops look great, it’s important to remember that in some instanc es, seams are inevitable. They are also integral to the strength of the stone. Furthermore, while seams may be inconspicuous, they are still not invisible. Seams that meet industry-standard defined as: • Seams that are equal to or thinner than the thickness of a standard business card. • Acceptable height difference between the two countertops are seamed together is equal to or no greater than the thickness of a standard business card. • Seams are color-matched to the countertops to the best of our ability. White or light counter tops usually have a darker seam. • When two countertops meet, seamed or butt-joint, the countertops’ break in color, shading, pattern will be visible. 5. Stone manufacturer recommendations 6. Longest length of an L-shape countertop Setting Expectations

BOOKMATCHING & OVERSIZE PIECE CHARGE

What is Bookmatching? • A book match is when two slabs of countertop material are mirrored to match the pattern, movement, and veining found in the material. • Typically done for islands or large kitchens • Book matching is not available with all materials or for all kitchen layouts.

What is an oversize piece? An oversize piece charge is a single piece of countertop that is greater than 20 sq. ft., without a seam. When is an oversize piece fee applied? An oversize piece charge is applied anytime a countertop section greater than 20 sq. ft. is required for a job. Note that if there is a single piece needed that is 40 sq. ft., only one charge is applied. If there are two pieces, each greater than 20 sq. ft., two charges are applied. Why is there an oversize piece fee? To account for fabricator liability/risk, provide additional labor, and to account for material waste

CALACATTA MARINA

STRATO

Out of Program Out of program material is available through our suppliers. To submit pricing requests for other colors provided by our suppliers: • Send an email to support@sagesurfaces.com with the estimate, color name, and where the customer saw the color. • Support will provide retail pricing per sq. ft. for the out of program color. • If the customer approves the provided pricing, please respond to the email and Sage will pro vide the SKU to use to complete the sale.

VIRTUAL LAYOUT

You’ve spent the time necessary to pick out the perfect countertop surface material for your space. We can give you peace of mind via a virtual design layout solution. This step allows you to see your countertop layout, veining, direction, etc. before the material is cut, polished and edged. Availability may vary dependent on your local fabricator. Although this is a great option for customers, it is not required.

It is advisable to request a Virtual Layout for any stone that has moderate to high movement and/or color variation. Photo Layout is not advisable on stone with little to no movement or color variation. Please contact your local fabricator for pricing information. How It Works After template, the customer is emailed a picture of their area showing the layout with the slab(s) that will be used. The customer must approve the layout before the fabricator can begin counter top production. The layout process does add time to the overall process. The customer will need to reply promptly to the email to avoid further delays.

SINKS

Sinks Purchasing Options • Purchased through any Sage program • Purchased through Floor & Decor • Customer-provided sink

Sink Materials

Stainless Steel • Utilitarian • Heat & stain resistant • 16G is more durable than 18G

Quartz • One of the most durable sink materials available • Smooth & nonporous • Easy to clean & heat-resistant • Scratch & stain resistant Apron Front/Farmhouse • Exposed front facing side • Available in porcelain and stainless steel • Aesthetic appeal • Heat, stain & scratch resistant • Farmhouse style

SINKS

Sink Shapes

Stainless Steel Sink Gauge What is gauge (G)? • Stainless steel gauge refers to the thick ness • The lower the gauge, the thicker the steel

Single Basin

16 Gauge Sinks • Thicker steel • Long-lasting • Top selling • Low maintenance 18 Gauge Sinks • Thinner steel • Low maintenance

50/50

70/30

30/70

60/40

40/60

Apron Front

Vanity

HOW TO SELL

We are thrilled to have you as part of our team! The custom countertop industry is detailed, so we have put together an overview of how to sell to help get you started as a Designer!

• Remote vs Storage Buy • Sales Skills • Selling Resources

• Common Sales Objections • Overcoming Sales Objections • Countertop Journey • Template Readiness Checklist • Installation Checklist • Easy Estimator 2.0

For additional training on how to sell, please reach out to your Sage sales manager. We are always happy to assist in building your career and are eager to answer your questions.

VERITY

REMOTE VS STORAGE BUY

SALES SKILLS

You are the custom countertop expert! • Take advantage of our Resource Guides! These online books aid in the selling process. • Utilize your countertop displays to allow your customer to view all of our options in person. • Be confident in your relationships with Sage Support Specialists and your local fabricator. We are here to help YOU! Approaching the B word with customers... • Instead of asking your customer what their budget is, ask them what kind of investment they are looking to make. • Your customer sought you out! You did not have to generate this lead. Assist the customer in creating their dream kitchen; you can always scale back the final choices to fit within the invest ment they are wanting to make. Once in a lifetime sale! • On average, countertops are replaced 1.5 times in an individual’s lifetime. • Your customer may never have been through this process before. Arm them with the template and install checklists to ensure they know expectations at each appointment. • Have a goal of earning your customer’s recommendation to their friends and family. Build a relationship with Sage and Fabricator Partners. • Avoid unnecessary delays by communicating with support@sagesurfaces.com and they will reach out to Sage Support Specialists and/or your local fabricator. Stay up to date on lead times and material situations. • Keep the customer in the loop about their project and get in front of any situations that may arise. • Know the customer’s preferred method of communication.

You can find all documents in the Document Library in Sage Sync. Please see log in instructions on page 54.

SELLING RESOURCES

Waterfall Rack • Samples of quartz, Quartz Tech and natural stone • Customers can touch and feel the materials • Signage shows the sink and edge options • QR codes lead customers to our products online • Brochure holder on the side of the rack • See the planogram for each sample’s location on the waterfall rack

Samples

POCKET GUIDES

BROOKS

COMMON SALES OBJECTIONS

COMMON SALES OBJECTIONS 1. “It’s out of my budget!”

a. Show the customer lower cost material options.

i. Please refer to the material comparison chart.

b. Explore alternate backsplash options. c. Explain how purchasing our products is more cost effective than purchasing through an independent fabricator/contractor. i. We only utilize Grade A material. ii. We offer workmanship and product warranties. iii. Our fabricators adhere to contracted timelines. iv. Our fabricators are background checked and observe our strict safety/craftsmanship guidelines.

2. “I’ve never heard of this brand!”

a. Sage manages the custom countertop program at Floor & Decor. i. We offer warranties on all of our materials. ii. We only utilize Grade A material. iii. We have an extensive color offering.

1. Show the customer our product line resource guides. 2. Show the customer our material display in store. 3. Show the customer our website with our entire offering, both in-store and online. b. All quartz is manufactured the same way. A brand name of quartz does not mean that it is higher quality or more durable. c. We partner with a nationwide network of fabricators. 3. “I’m just going to wait to purchase new countertops!” a. Create a need. i. Educate customers on how countertops can increase the resale value of their home. ii. Do they have any life changes to come in the near future? • New parents or grandparents may want to get new countertops and introduce safety features such as rounded island corners to prepare for a new baby. b. Create an urgency to buy. i. Mention if your fabricator is currently having reduced lead times. c. Encourage customers to order ahead of holidays and events so their countertops can be installed beforehand. d. Remember to follow up with your customer at a later date!

OVERCOMING SALES OBJECTIONS

OVERCOMING SALES OBJECTIONS 1. Listen

a. Actively listen to your customers questions and concerns. b. Listen to understand, not to reply.

2. Collect

a. Collect as much info about the project as possible. i. This will aid the fabricator when they go to the home if the customer purchases. ii. The more we know the better! iii. Gather information about future projects. Are the looking to renovate any other spaces? This is a great opportunity to get another sale! 3. Repeat a. Repeat back what they said to ensure you correctly understood their concerns or desires. 4. Validate a. Empathize and offer benefits of our program. b. Ex: I understand that it seems expensive, but when you purchase you are also receiving the benefit of expert fabrication, grade A material, and warranties. 5. Ask a. Open ended questions will help you gather more info than yes or no questions would. 6. Prove a. Prove our value by telling them about a past customer, or how our brand is superior to other brands. 7. Follow-up

a. Follow up with potential customers. b. It’s never to late to capture a sale!

8. Anticipate a. Understand common objections and be armed with the answers and solutions.

COUNTERTOP JOURNEY 1 2

Countertop Purchase Customer purchases countertop measure

Template Scheduled Prep for Template checklist

Template Creation Fabricator creates template at the customer’s home

Post Template Changes to countertop project are sent for approval and final payment

Fabrication Countertop is fabricated to exact specifications

Installation Countertop is installed in customer’s home

Template Timeline Upon receipt of a purchase order from Sage, the fabricator is required to contact the customer within 48 business hours to schedule template. Installation Timeline

Once Sage receives the final PO, the fabricator will order material. Once material arrives, the fabricator will contact customer to schedule install. Install is within 14-21 business days after receiving the final PO.

EASY ESTIMATOR 2.0

What is the Easy Estimator 2.0? • The Easy Estimator 2.0 is an online tool, available in Sage Sync, that allows Floor & Decor Kitch en Designers to create estimates for customers. Designers input the customer’s design choices and measurements for an estimate to be created. • Designers can reference the estimate total to generate a purchase order and send to the Sage Support Specialists. This order will be assigned to the local fabrication team in your area and can be managed in Sage Sync. How is it managed? • Sage Support Specialists are a team that manages the estimates in Easy Estimator 2.0. Who has access? • Floor & Decor Kitchen Designers • Sage Support Specialists

MEASURING YOUR COUNTERTOP

Please refer to the steps below on the best practice for calculating square feet for a countertop project. This will ensure that you are accurate in quoting the customer and minimize any sq. ft. differences from time of sale to after template on the change order.

If you have any questions, please contact support@sagesurfaces.com

CHECKLISTS

TEMPLATE READINESS CHECKLIST Sage, Floor & Decor’s independent countertop production partner, has created these guidelines for the template of your countertop project. The customer will need to have accomplished or have on site the following listed items in order for the Certified Fabricator/Installer (CFI) to perform a template. MATERIAL SELECTION O Definitive decision on the countertop material type, (i.e. quartz, natural stone or Quartz Tech.) BASE CABINETS O Must be permanently and securely installed, including all cabinet hardware O Must be level and plumb O Cannot be moved or reconfigured once the template is created SINKS O If the sink is not purchased through the Floor & Decor Countertop Program it must be on site at the time of template O Sink location must be identified and cannot be changed once template is made Apron or Farmhouse Sinks O Must be permanently and securely installed O Must be level and plumb O Cannot be moved once the template is created COOKTOPS AND FAUCETS O Cooktops and faucet sets must be on site O Location must be identified O Cannot change items or location of items once the template is created BACKSPLASH O Identification of the type of backsplash that will be installed, if any (i.e. countertop material, stone, tile, etc.) ELECTRICAL OUTLETS O If the backsplash will be in the same material as the countertop, electrical outlet locations must be identified O Cannot be moved or reconfigured once the template is made OTHER APPLIANCES O Identify location of freestanding large appliances or items that may be directly adjacent to or touching the countertop (i.e. refrigerators, ovens, etc.) which may have implications on the finish of the countertop edges in those areas DECISION MAKER O A decision maker of at least 18 years of age must be present at the time of template and must be able to answer questions asked by the CFI as well as confirm order details such as; countertop material, countertop color, edge profile and appliance locations

REV: 1/2025

CHECKLISTS

INSTALLATION CHECKLIST

Sage, Floor & Decor’s independent countertop production partner, has created these guidelines for installation of your countertop project. The customer will need to be aware of the following items in order for the installation of their new countertops to be performed smoothly. PREPARATION O All items must be removed from atop the countertops prior to tear out and installation O Drape or cover areas to contain dust, as residual dust from installation process should be expected O Identify a preferred pathway to and from the outside work area which you want the installer to use It is the customer’s responsibility to contact a licensed plumber or electrician if any electrical or plumbing work needs to be done O It is the customer’s responsibility to purchase and have installed any overhang supports after the countertop is installed O Final wall preparations should not be completed prior to installation if at all possible O Make sure there is ample space in the driveway for the installer to set up a work area

BASE CABINETS

O Must be permanently and securely installed, including all cabinet hardware O Must be secure to the walls and / or floor O Must be level and plumb

SINKS O If the sink is not purchased through the Floor & Decor Countertop Program it must be on site at the time of installation

Apron or Farmhouse Sinks O Must be permanently and securely installed O Must be level and plumb

COOKTOPS AND FAUCETS

O Cooktops and faucet sets must be on site

DECISION MAKER O A decision maker of at least 18 years of age must be present for the entirety of the installation

COMPLETION O Inspect the countertop installation and the installer’s workmanship to ensure your satisfaction O Sign the Agreement of Completion

REV: 1/2025

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