Installed Custom Countertop Resource Guide

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INSTALLED CUSTOM COUNTERTOP RESOURCE GUIDE

PARTNERS

NATIONAL PARTNERS

SAGE SURFACES: Countertop Solutions Provider partnering with Floor & Decor, Manufacturing and Distribution Partners, and CFI’s to service the Manor House custom countertop program.

KITCHEN BATH SALES SPECIALISTS (KBSS): Work directly with Floor & Decor custom countertop customers as well as provide countertop training support for store associates.

MANUFACTURERS & DISTRIBUTORS: Produce and source on-trend countertop materials to supply to fabricators across the country.

FABRICATOR PARTNER: Template, fabricate, deliver and install custom countertops as partners with Floor & Decor stores in their area.

SAGE SURFACES

The Sage Surfaces Team includes:

• Customer Support : Responsible for assisting Floor & Decor Associates, KBSS and Fabricators with custom countertop orders. • Regional and Territory Sales Managers: Support Floor & Decor with product training and sales support for their Associates. • Fabricator Partners: Provide countertop template, fabrication and installation for Floor & Decor customers. • Marketing: Create selling tools such as resource guides, waterfall racks and signage, sample labels, etc.

KITCHEN BATH SALES SPECIALISTS

The KBSS team consists of Floor & Decor Kitchen Bath Sales Specialists who work directly with Floor & Decor Store Associates and custom countertop customers.

• Experienced Customer Support for custom countertop orders sold as MyProject (Remote Buys) • Partners with Sage Surfaces and our CFI partners to keep customer's countertop projects on track • Provide Floor & Decor store support, monthly trainings and individual trainings upon request

Shallan “Shay” Watson

Cherie’ Schier

Penny Miller

Kathryn Singer

MANUFACTURERS & DISTRIBUTORS

Manufacturers & Distributors produce and source on-trend countertop materials to supply to fabricator partners across the country.

• Manufacturers produce quartz and porcelain countertops as well as source natural stone from quarries all over the world • Distributors stock and supply the countertop materials in warehouses across the country • Orders placed by fabricator partners are directly sourced from Distributors to the CFI’s facilities

FABRICATION PARTNERS

Fabricator Partners template, fabricate, deliver and install custom countertops as partners with Floor & Decor stores in their area. • Also referred to as CFI's (Certified Fabricator Installers), Fabricator/Installers or Fabricator Professionals • Fabricator Partners are located nationwide and assigned to Floor & Decor stores in the region they service • Independently owned businesses • They handle: • In-Home Consultations • Measure • Template • Fabrication • Delivery • Installation Note: Fabricator Partners upload the quotes, but the store/KBSS takes the payment.

PRODUCTS & SERVICES

QUARTZ

QUARTZ: HOW IT’S MADE

Engineered product manufactured in a factory

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Quartz particulates bond together with resins through intense heat and pressure

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Created with an exact formula

Consistent pattern, veining and color distribution in every quartz slab

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QUARTZ: FEATURES & BENEFITS

Non-porous surface prevents germs, bacteria & mildew

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Easy to clean & maintain Scratch, heat, and stain resistant

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Does not require sealing, conditioning, or polishing

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Manor House: Lifetime Limited Warranty LX Viatera: Lifetime Limited Warranty

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QUARTZ: EDGE PROFILES

2CM EDGES

Q U A R T Z

EASED

BULLNOSE

HALF BULLNOSE

Included Edges: • Quartz- eased edge

BEVEL

DOUBLE RADIUS

OGEE

2CM & 4CM: • Available in limited markets • The 4CM thickness is created with a mitered edge • Additional charges apply for 4CM edges • Eased edge is not an included edge for 4CM countertops

3CM EDGES

EASED

BULLNOSE

HALF BULLNOSE

BEVEL

DOUBLE RADIUS

OGEE

4CM EDGES

EASED

BULLNOSE

HALF BULLNOSE

BEVEL

DOUBLE RADIUS

OGEE

QUARTZ: LUXURY EDGE PROFILES

M I T E R E D E D G E • A dramatic edge profile that creates the look of a thicker countertop

F U L L H E I G H T S P L A S H • Backsplash extends from the countertop to the bottom of the wall cabinets • Typically used with veined materials

W A T E R F A L L E D G E • A continuation of countertop material on the sides of an island or peninsula

QUARTZ: SEAMS

P L A C E M E N T & E X A M P L E S

• A seam is the joining of two slabs of material with adhesive • Fabricators match the veining and pattern as best they can to create the most streamline look

All quartz countertops will have visible seams. An acceptable seam will be smooth but can be felt. Seam placement and the exact number of seams will be at the discretion of the fabricator partner . The fabricator partner can show you where the seams will be located on your countertop upon request. The exact number of seams is dependent on your countertop layout. All requests for fewer or no seams will also be at the discretion of the fabricator partner.

Please note, requesting fewer or no seams will increase the square foot cost.

QUARTZ: SEAMS

• Please see the diagram to the right to understand how seams can affect square footage.

QUARTZ: BOOK MATCH

B O O K M A T C H

PLEASE NOTE:

• 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

Book matching is not always possible, due to slab sizes and/or the kitchen layout. Please review with your fabrication partner.

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QUARTZ: FINISHING TOUCHES

C H I P M I N I M I Z E R

S U P P O R T S & B R A C K E T S

S A F E T Y C O R N E R S

• Round over edge on the inside of the sink cutout • Reduces the risk of dishes and pans chipping the interior edge of the sink cutout

• Supports/brackets may be required for overhangs over 6” depending on material and location • Fabricator partners utilize minimalistic supports to maintain clean lines

• Rounded corners • Typically utilized on islands and peninsulas • Great for high traffic kitchens • Eliminates sharp outside corners

QUARTZ: PROFESSIONAL SERVICES

P L U M B I N G

P R O F E S S I O N A L R E M O V A L & D I S P O S A L • Additional fees apply for removal and disposal of countertops. NOTE: Many customers remove their own countertops but run into issues when they need to dispose of the material. Purchasing our professional removal service alleviates the stress of removal/disposal.

• Available in select areas. Not all fabricator partners are licensed plumbers. • Please contact your fabricator partner to see if these services are available. • Additional fees apply for disconnect and reconnect plumbing services.

QUARTZ: OUT OF PROGRAM

Out of program quartz is available from our suppliers.

To submit pricing requests for other colors provided by our manufacturer partners:

Send an email to Sage Surfaces Support with the estimate, color name, and where the customer saw the color.

Support will provide the retail pricing per square foot for the out of program color.

If the customer approves the provided pricing, please respond to the email and Sage Surfaces will provide the SKU to use to complete the sale.

QUARTZ: OVERSIZE PIECE CHARGE

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.

QUARTZ: OVERSIZE PIECE CHARGE

S A F E T Y

• There is liability or risk to fabricate, transport/carry, and install a single piece of countertop that is greater than 20 sq. ft. The size and weight of a countertop piece of this size isn’t incorporated into the standard program costs. The additional charge is to account for the fabricator/installer’s varying costs to execute a single piece of this size. • Additional Labor Costs vary depending on the fabrication facility. These costs may include an additional employee on the job site and/or an additional employee to fabricate. • Material Waste is higher when pieces of this size are used. Seam placement may force our fabricators to use an additional slab of material to complete the job, resulting in larger wastes and higher material costs.

PLEASE NOTE:

One piece at 20 sq. ft. is almost ½ of a regular sized quartz slab, and at approx. 15lbs per square foot, that’s 300lbs.

QUARTZ: CARE & MAINTENANCE

R O U T I N E C L E A N I N G : • Clean with soap & water on a regular basis. Use warm water and a damp cloth with a small amount of non-abrasive cleaner that does not contain bleach. • Although quartz is resistant to stains, spills should be cleaned ASAP P R E V E N T I N G D A M A G E : • Heat: Quartz is heat resistant. Use trivets or hot pads when placing hot skillets, pans, crock-pots or other heat generating kitchenware on the surface. • Scratches: Quartz is resistant to scratches, cuts, and chipping. Please use cutting boards and take care not to drop heavy objects on the surface to ensure long-lasting beauty. • Chemical: Avoid exposing your quartz countertops to any strong chemicals and solvents. It is important to note that some of these chemicals and solvents can be found in household items such as nail polish remover, bleach, and furniture cleaner.

R E C O MM E N D E D C L E A N E R S ✓ Simple Green10x Stone Polish ✓ Magic Eraser by Mr. Clean ✓ Soap and Water ✓ Denatured Alcohol ✓ Hope’s Surface Cleaner ✓ Rock Doctor Cleaner

Note: Bleach or any cleaners containing Bleach, are not approved for use on quartz countertops.

QUARTZ: WARRANTY

W A R R A N T Y C L A I M S • All warranty claims must be submitted to the Sage Surfaces Support Team and your store CEM. In many cases, the Sage Surfaces Regional Sales Manager will need to assist on resolutions. • All product warranty information can be found in the document library in the natural stone or quartz packets. C U S T OM E R C O N C E R N S • Floor & Decor represents the custom countertop products and serves as an advocate for the customer throughout the entire process. • If your customer has any issues, listen to their concerns calmly and help assist to find a solution. • If the customer has reached out with product concerns, please ask them to forward images of the area - i.e. stain, crack, seam splits. • Upload those images into the customers Sage Surfaces account and email support@sagesurfaces.com. Please copy your RSM & Fabricator Partner. • The customer will be contacted with a solution which may include scheduling an inspection and/or reviewing standard project tolerances and acceptable variables.

LX Hausys Lifetime Limited Warranty Registration Required

Manor House Lifetime Limited Warranty

NATURAL STONE

NATURAL STONE: HOW IT’S MADE

Natural granite and marble rock sourced from quarries around the world

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Granite is igneous or metamorphic rock containing various minerals

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Marble was once limestone that changed due to intense heat and pressure

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Unique in design, color, and veining so no two slabs are the same

Quarries cut the stone into slabs to be transported to international distributors

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GRANITE: FEATURES & BENEFITS

Unique designs and patterns so no two slabs are the same

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Sealed with industry leading Granite Pro sealer so no additional sealing is required by the customer

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Scratch, heat and stain resistant

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Lifetime Limited Sealant Warranty

MARBLE: FEATURES & BENEFITS

Natural rock sourced from quarries around the world

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Timeless style and finish that patinas with age

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Can be refinished & resealed when necessary

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Marble does not come with a warranty

GRANITE PRO

L I F E T I M E L I M I T E D S E A L A N T W A R R A N T Y

• Reinforces sealant protection with every use ✓ Bonds with stone chemically ✓ Creates a transparent barrier

✓ Locks out both water and oil born staining agents ✓ Prevents build up and residue

• Designed for use with all natural stone • Safe for food preparation surfaces • Environmentally friendly • Commercial grade product

S T O N E S E A L A N T

NATURAL STONE: SLAB VIEWING

1. Complete the Slab Viewing Card:

• Fabricators name & phone number • Project square footage to determine slab count • Material & color names in which they are interested

2. Customer must sign prior to slab selection: • Natural Stone Slab Viewing Waiver • Marble Waiver

• We always encourage the customer to view in person

3. After CFI completes template and confirms square footage • Customer schedules an appointment to view slabs NOTE: • If the countertop is sold as a Storage Buy, the store must complete the slab viewing form for the customer & complete any necessary waivers. • If the customer cannot view in person, virtual viewing may be available, but the viewing waiver still needs to be signed. • Customers should bring their slab viewing card to the appointment!

NATURAL STONE: SLAB VIEWING

BEFORE THE CUSTOMER SELECTS THEIR MATERIAL:

• Fabricator Partner completes a template and confirms square footage • Customer signs the following waivers: • Natural Stone Slab Viewing Waiver • Marble Waiver • Customer receives a Slab Viewing Card containing the following information: • Fabricators name and phone number • Project square footage to determine slab count • Material and color names in which the customer is interested in • Customer calls to schedule an appointment with our suppliers.

Customers should bring their slab viewing card to their appointment!

WHAT HAPPENS AT SUPPLIER:

• Sales representatives will be waiting for your customer • Customers must be 18 years or older to enter the warehouse • Customer will receive safety gear before entering the warehouse • They will be guided to the material and color they are interested in • Selected slabs are tagged, and information is noted • Selections are emailed to HAUSPro Customer Support and Fabricator Partner • Slab Selections will be held up to 21 days

BENEFITS OF SLAB VIEWING

S A M P L E 2

S A M P L E 1

Natural Stone is a naturally occurring resource and will vary in pattern, veining and coloring.

• The swatch seen in the brochure, online, etc. is the best representation of the color, but will vary from the final product. • See the example on the left: • Both samples are the color Cyprus. • Although they look similar, there is variation in pattern, veining and color distribution. • Natural stone may have small characteristics such as pits or fissures you can feel on the slab.

NATURAL STONE: EDGE PROFILES

2CM EDGES

N A T U R A L S T O N E

EASED

BULLNOSE

HALF BULLNOSE

Included Edges: • Natural Stone- eased and bevel edges

BEVEL

DOUBLE RADIUS

OGEE

2CM & 4CM: • Available in limited markets • The 4CM thickness is created with a mitered edge • Additional charges apply for 4CM edges • Eased edge is not an included edge for 4CM countertops

3CM EDGES

EASED

BULLNOSE

HALF BULLNOSE

BEVEL

DOUBLE RADIUS

OGEE

4CM EDGES

EASED

BULLNOSE

HALF BULLNOSE

BEVEL

DOUBLE RADIUS

OGEE

NATURAL STONE: LUXURY EDGE PROFILES

M I T E R E D E D G E • A dramatic edge profile that creates the look of a thicker countertop

F U L L H E I G H T S P L A S H • Backsplash extends from the countertop to the bottom of the wall cabinets • Typically used with veined materials

W A T E R F A L L E D G E • A waterfall edge is the continuation of countertop material on the sides of an island or peninsula

NATURAL STONE: SEAMS

P L A C E M E N T & E X A M P L E S • Most countertops require a seam.

• A seam is the joining of two slabs of material with adhesive. • Fabricator partners match the veining and pattern as best they can to create the most streamline look.

All granite countertops will have visible seams. An acceptable seam will be smooth but can be felt. Seam placement and the exact number of seams will be at the discretion of the fabricator partner. The fabricator partner can show you where the seams will be located on your countertop upon request. The exact number of seams is dependent on your countertop layout. All requests for fewer or no seams will also be at the discretion of the fabricator partner.

Please note, requesting fewer or no seams will increase the square foot cost.

NATURAL STONE: SEAMS

• Please see the diagram to the right to understand how seams can affect square footage.

NATURAL STONE: BOOK MATCH

B O O K M A T C H • A book match is when two slabs of countertop material are mirrored to match the pattern, movement and veining found in the material.

PLEASE NOTE:

Book matching is not always possible, due to slab sizes or the kitchen layout. Please review with your fabrication partner.

• This is typically done for islands or large kitchens. • Book matching is not available with all materials.

NATURAL STONE: FINISHING TOUCHES

S A F E T Y C O R N E R S

C H I P M I N I M I Z E R

S U P P O R T S & B R A C K E T S

• Rounded corners • Typically utilized on islands and peninsulas • Great for high traffic kitchens • Eliminates sharp outside corners

• Round over edge on the inside of the sink • Reduces the risk of dishes and pans chipping the interior edge of the sink cutout

• Supports/brackets may be required for overhangs over 6” depending on material and location • Fabricator partners utilize minimalistic supports to maintain clean lines

NATURAL STONE: PROFESSIONAL SERVICES

P L U M B I N G

OUT OF PROGRAM NATURAL STONE

If we can get the color, we can sell the color! • If a customer is interested in a material they saw elsewhere, and it is not on our waterfall rack, please check with Sage Surfaces to see if we can source it!

To submit an out of program pricing request:

• Send an email to Sage Surfaces Support with the estimate, color name and where the customer saw the color.

• Sage Surfaces Support will provide the retail pricing per square foot for the out of program color.

• If the customer approves the provided pricing, please respond to the email and Sage Surfaces will provide the SKU to use to complete the sale.

NOTE: The Granite Pro Sealer is used on all out of program natural stone for warranty purposes!

GRANITE: OVERSIZE PIECE CHARGE

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?

Why is there an oversize piece fee?

• To account for fabricator liability/risk, provide additional labor, and to account for material waste.

GRANITE: OVERSIZE PIECE CHARGE

S A F E T Y

PLEASE NOTE:

One piece at 20 sq. ft. is almost ½ of a regular sized quartz slab, and at approx. 15lbs per square foot, that’s 300lbs.

NATURAL STONE: CARE & MAINTENANCE

R O U T I N E C L E A N I N G : • Clean with soap & water on a regular basis. Use warm water and a damp cloth with a small amount on non-abrasive cleaner that does not contain bleach. • Although natural stone is resistant to stains, spills should be

R E C OMM E N D E D C L E A N E R S ✓ Simple Green10x Stone Polish ✓ Magic Eraser by Mr. Clean ✓ Soap and Water ✓ Denatured Alcohol ✓ Hope’s Surface Cleaner ✓ Rock Doctor Cleaner

cleaned up as soon as possible. P R E V E N T I N G D A M A G E :

• Heat: Natural stone is heat resistant. Use trivets or hot pads when placing hot skillets, pans, crock-pots or other heat generating kitchenware on the surface. • Scratches: Natural stone is resistant to scratches, cuts, and chipping. Please use cutting boards and take care not to drop heavy objects on the surface to ensure long-lasting beauty. • Chemical: Avoid exposing your natural stone countertops to any strong chemicals and solvents. It is important to note that some of these chemicals and solvents can be found in household items such as nail polish remover, bleach, and furniture cleaner.

Note: Bleach or any cleaners containing Bleach, are not approved for use on quartz countertops.

NATURAL STONE: WARRANTY

W A R R A N T Y C L A I M S • All warranty claims must be submitted to the Sage Surfaces Support Team and your store CEM. In many cases, the Sage Surfaces Regional Sales Manager will need to assist on resolutions. • All product warranty information can be found in the document library in the natural stone or quartz packets. C U S T OM E R C O N C E R N S • Floor & Decor represents the custom countertop products and serves as an advocate for the customer throughout the entire process. • If your customer has any issues, listen to their concerns calmly and help assist to find a solution. • If the customer has reached out with product concerns, please ask them to forward images of the area - i.e., stain, crack, seam splits. • Upload those images into the customers Sage Surfaces account and email support@sagesurfaces.com. Please copy your RSM & Fabricator Partner. • The customer will be contacted with a solution which may include scheduling an inspection and/or reviewing standard project tolerances and acceptable variables.

Granite: Lifetime Limited Warranty on Sealant Marble: No warranty; signed waiver required at point of sale

SINKS

SINK TYPES

NOTE: We do not offer top mount (also referred to as drop-in) sinks in our program, but we can accommodate a customer provided sink!

Undermount Sink

SINK SHAPES

SINGLE BASIN

50/50

NOTE: Grids and strainers are not included with any of our sink options.

40/60

60/40

1 6 - G A U G E S T A I N L E S S S T E E L S I N K S

STAINLESS STEEL SINKS

100000

100001

If customer orders their sink through our program: • Fabricator Partners orders sink • Sink is delivered to Fabricator Partner's shop

• Fabricator Partner delivers sink at install appointment • Installer will mount the sink to the countertop, but plumbing is not provided

100004

100005

100051

Customers must wait 24 hours after install before connecting the sink to plumbing.

1 8 - G A U G E S T A I N L E S S S T E E L S I N K S

100052

100053

NOTE: All sinks in our program are undermount.

100054

100059

100065

100066

QUARTZ SINKS

These sinks are made of quartz composite.

If customer orders their sink through our program: • Fabricator Partner orders sink • Sink is delivered to Fabricator Partner's shop

ALPINE

GREY

BLACK

• Fabricator partner delivers sink at install appointment • Installer will mount the sink to their countertop, but plumbing is not provided

Customers must wait 24 hours after install before connecting the sink to plumbing.

100088 - Black 100099 - Alpine 100100 - Grey

100082 - Black 100095 - Alpine 100097 - Grey

PLEASE NOTE:

All sinks in our program are undermount.

SINKS: FINISHING TOUCHES

C H I P M I N I M I Z E R

• Round over edge on the inside of the sink cutout • Reduces the risk of dishes and pans chipping the interior edge of the sink cutout

SINKS: PLUMBING SERVICES

P L U M B I N G

CUSTOMER PROVIDED SINKS

What if the customer supplies their own sink? • The customer MUST have the sink on site for the measure appointment. • The fabricator partner will use the sink to template the sink cutout. What if the customer has a farmhouse or apron sink? • The sink MUST be installed before the measure/template. • The cabinets must be modified before the measure/template. • The countertop fabrication partner is not allowed to modify cabinetry.

SINK WARRANTY

W A R R A N T Y C L A I M S

• We offer a Lifetime Limited Warranty !

• All warranty claims will need to submitted to the Sage Surfaces Support Team and your store CEM. In many cases, the Sage Surfaces Regional Sales Manager will need to assist on resolutions. • All product warranty information can be found in the document library in the natural stone or quartz packets. C U S T OM E R C O N C E R N S • Floor & Decor represents the custom countertop products and serves as an advocate for the customer throughout the entire process. • If your customer has any issues, listen to their concerns calmly and help assist to find a solution. • If the customer has reached out with product concerns- please ask them to forward images of the area - i.e., scratches, damage, dents. • Upload those images into the customers Sage Surfaces account and email support@sagesurfaces.com. Please copy your RSM & Fabricator Partner. • The customer will be contacted for solution which may include scheduling an inspection and/or reviewing standard project tolerances and acceptable variables.

SELLING RESOURCES

SELLING TOOLS

WHAT’S INCLUDED IN SQ. FT. PRICE?

• In-Home Consultation • Material • Installation • Up to four faucet holes • Edge options (on 2CM or 3CM materials only): • Eased - all materials • Bevel – natural stone only • One unpolished sink or cooktop cutout • Radius corners up to ¾” • Material warranty • One year workmanship warranty • Granite Pro Sealer for any natural stone countertop

Minimum Countertop Size: 25 SQUARE FEET Per Color

WATERFALL RACK

• Samples of quartz 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

BROCHURES

Brochure includes: • Color offerings

• Warranty information • Features & benefits

• Sink options • Edge options • QR Code for the Floor & Decor website to see full slab images

NOTE: Download the pdf link from the Sage Surfaces document library to email this great selling tool directly to customers.

SAMPLES

4”x4” Sample

10”x10” Sample

Slab View Image

• 4” x 4” store samples will auto replenish when your inventory levels are 5 or less

• Front Dome Tag includes color name, material and price group • Back Decal Tag includes color name, material, price group, full slab view image and Natural Stone color variation disclaimer • Replacements for broken samples are ordered on FiNDit (speak with your stores management to order) • Not for customers to purchase • 10” x 10” located on waterfall rack only • Not for customers purchase

• Slab view on back of 10”x10” of quartz or can be viewed online • Please inform customers - ALL natural stone will need to be personally selected or signed waiver required (best if viewed after measure appt)

S T O R E R E S O U R C E S

• 4” x 4”can be:

• Slab view on back of 10”x 10” • Or online

• Purchase in-store $5 each • $3 purchased online & mailed to their home

C U S T O M E R R E S O U R C E S

• Fully refundable within 90 days

QUALIFYING CUSTOMERS

HOW DO YOU QUALIFY A CUSTOMER? Ask questions! By asking simple questions you can guide the customer to the right material and color for their project.

QUESTIONS YOU MAY WANT TO ASK: • Do you have an idea of what you are looking for? • What colors you are drawn to? • Do you have any photos, Pinterest, etc.? • How much are you planning to invest on this project? • Do you know about the materials we offer? • How do you use your kitchen? • What do you like about your existing countertop? • What challenges do you have with your existing countertop?

MATERIAL COMPARISON

This chart compares the various countertop materials based on appearance, durability, options and value.

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WHO IS A QUARTZ CUSTOMER? • Likes consistency • Entertains often • Likes the look of marble • Understands the care & maintenance • Clean and modern look

WHO IS A NATURAL STONE CUSTOMER? • Likes unique designs • Understands the veining, mineral deposit, how it's sourced • Understands the care & maintenance • Understands the importance of viewing and selecting their slabs

NOTE: Find this and other great resources in the Forms Section or the document library of the Sage Surfaces Portal.

POCKET GUIDE

H OW T O S E L L A M E A S U R E

NOTE: Keep the pocket guide in your vest, on your lanyard or at your desk for quick access. Attach one to the waterfall rack using a zip tie.

Follow the steps on the pocket measure guide to sell a MyProject (Remote Buy (RB))

POCKET GUIDE

Q U A L I F Y I N G A C U S T OM E R

NOTE: Keep the pocket guide in your vest, on your lanyard or at your desk for quick access. Attach one to the waterfall rack using a zip tie.

Asking these important questions will ensure you get the project started off right and help set the proper customer expectations.

DOCUMENT LIBRARY

The Sage Sync portal document library is another great resource for a quick refresher training or to access PDF versions of all the forms.

SELLING PROCESS

PROJECT TIMELINE

T I M E L I N E E X P E C T A T I O N S

N E X T A C T I O N

Who completes "Next Action?"

• Follow up weekly until measure fee paid or customer not interested • Measure Order Account & PO# created next day in Sage Sync • Customer experience email from Support will be sent • Fabricator partner to call to schedule appt date with customer • In-home measure takes place • Fabricator Partner to upload measure/template • Forward measure/template results to customer & store team • Follow up with customer weekly until paid In full • New Order PO# created • Fabricator Partner orders material • Installation is typically 21 business days from payment • Fabricator Partner to call customer once material arrives at their facility & inspected • Install date entered in portal • Fabricator Partner notes any return visit/ install issues in portal or AOC uploaded for completed project

Estimate

Bi-weekly

Measure Fee $75 Paid

MyProject (Remote Buy): When the customer pays for a Measure through an email link, KBSS completes the "Next Action" steps, managing the project from measure to installation. Storage Buy: When a customer pays for a measure at the register, the store completes the "Next Action" steps, managing the project from measure to installation.

Next business day

Measure Contact Call to schedule Appointment Date Takes Place

3 business days

2 business days

Template Results

2 business days

Final Payment

Next business day

Scheduled Install Date

1 ½ -2 weeks

Installation Day

Next business day

SELLING A MEASURE

MYPROJECT VS. STORAGE BUY

M Y P R O J E C T T O P A Y B Y E M A I L R B - R E M O T E B U Y

S B - S T O R A G E B U Y

* R E C O M M E N D E D S E L L I N G M E T H O D *

• Customer purchase $75 measure through link sent to their email. • KBSS handles the rest of the project, the store is no longer involved after the initial measure sale. • KBSS collects final payment.

• Storage Buy can be sold at the register. • KBSS is not involved in the project and cannot take final payment. • Store is responsible for all communication and project management.

Initiate the measure sale

• MyProject

• Sold in-store at register

Weekly required follow up

Can be sold at the store • Store Design Team

• SSC KBSS Team

• KBSS - phone payment (Floor & Decor card exempt – card must be swiped in store)

Final payment

• Can only be paid in-store

• Your store! • Design Appt Convert

Who gets the sale?

MYPROJECT (REMOTE BUY)

M Y P R O J E C T T O P A Y B Y E M A I L ( R E M O T E B U Y ( R B ) ) RECOMMENDED SELLING METHOD!

• The store will send the email quote from MyProject to the customers email. • The customer will click on the link to proceed to purchase, select in-store pick up and pay for the $75 quote. • KBSS will follow up/monitor the order. • KBSS will be able to collect payment over the phone for RB orders if the customer is paying using a major debit or credit card. • If the customer is using a Floor & Decor card to pay, the card must be swiped in-store at the register. • Full order payment cannot be submitted via MyProject Quote. Only a $75 measure fee can be paid via MyProject.

Estimate

Measure Fee

Measure Appointment Project managed by KBSS

Template

Final Payment

Installation

Associate handles in store

Paid by customer through email link

Project managed by KBSS

STORAGE BUY

S T O R A G E B U Y ( S B )

• The store can sell as a Storage Buy at the register. • All address, contact phone number, and email info must be entered at the time of sale in JDA. • KBSS will not follow up/monitor SB orders. • KBSS cannot take payment for an order sold as a SB.

• Customer must make payment at register in-store for all SB orders. • Store is responsible for all communication/follow up to customer.

Estimate

Measure Fee

In-Home Consultation

Final Payment

Installation

Template

Associate handles in store

Paid for in store

Collected by store

Store works with fabricator to set date

Store works with fabricator

Set by the store

NOTE: Fabricator Partners do not discuss pricing with the customer. The Fabricator Partner will submit the measure and/or template information to Sage Surfaces.

MEASURE VS. TEMPLATE

Fabricator Partners are independent businesses and have their own processes! • Some Fabricator Partners measure and template their customer's home at separate appointments. • Some Fabricator Partners do not have measure appointments, and only template their customer’s home. • If you ever have any questions about your local Fabricator Partner's processes, please reach out to them! In-Home Consultation : Fabricator Partners visit the customer’s home to review samples and the brochure.

M E A S U R E

T E M P L A T E

• At the template appointment, the Fabricator Partner will laser or stick measuring the customers' kitchen. • These measurements are used to fabricate the customer’s countertops. • Details such as seams, finishing touches, etc. are discussed. • The customer must have their home prepared: • Appliances on site • Farmhouse sinks in place • Cabinets level and plumb • See Template Readiness Checklist • The Fabricator Partner will verify the material and edge profile choices. • A decision maker 18 years or older must be on site.

• At the measure appointment, the Fabricator Partner will measure the customer’s kitchen to estimate the price of the project.

MEASURE & RETAIL ORDER

Measure Order PO 1001205405

H E L P F U L T O K N OW • A NEW PO# will generate after customer pays final balance • Notice this customer has 2 accounts when searching the name in the portal • 12/8 Measure fee • 12/22 Order was paid- creating the Retail Order • You can always confirm orders are associated by the Project #SB18003595562494

Retail Order PO 100121915

SELLING A MEASURE

MYPROJECT (REMOTE BUY): INSTRUCTIONS

• Start the measure sale process by logging into MyProject on your Designer Tablet, SFE or desktop • Enter Scan or Search Products and enter your locations measure type • Be sure to ask your customer for their material type • Quartz/Natural Stone • This will assure the correct fabricator for the job type

SELLING A MEASURE