Mattress Firm - Customer Communication

21 Mar 2008

Topics: Program Design & Delivery

The average consumer doesn’t have an appreciation for the subtle differences between mattresses, which makes them skeptical of sales people.

Mattress Firm plans to become the first National Mattress chain with hopes that their sales force can help lead this expansion. In 2007, the company launched a program to help sales people better relate to their customers. This program, which combined elements of consumer psychology and critical thinking, was so important to their organization that they choose to launch it at their national leadership conference.

The program teaches sales people about non-verbal behaviors and methodologies for recognizing them; because of this, the program is very hands-on. The program is currently built into the initial sales training and has reduced turnover while improving customer satisfaction.

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