• Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • A&D
  • INSTALLATION
  • MARKETS
  • AWARDS
  • EDUCATION
  • BUYER'S GUIDE
  • MEDIA
  • EMAGAZINE
  • SIGN UP
cart
facebook twitter linkedin youtube
  • NEWS
  • Breaking Flooring News
  • eNewsletters
  • PRODUCTS
  • Carpet & Area Rugs
  • Hardwood
  • Installation Products
  • Installation Tools & Equipment
  • Laminate
  • Resilient
  • Specialty
  • Tile & Stone
  • MARKETS
  • Commercial
  • Residential
  • AWARDS
  • Installation Awards
  • Top Flooring Products
  • EDUCATION
  • Continuing Education
  • Webinars
  • MEDIA
  • FLOOR Podcast
  • Videos
  • TISE 2025 Videos
  • Product Spotlights
  • eBooks
  • EMAGAZINE
  • eMagazine
  • Archive Issues
  • Contact
  • Advertise
search
cart
facebook twitter linkedin youtube
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
    • Breaking Flooring News
    • eNewsletters
  • PRODUCTS
    • Carpet & Area Rugs
    • Hardwood
    • Installation Products
    • Installation Tools & Equipment
    • Laminate
    • Resilient
    • Specialty
    • Tile & Stone
  • A&D
  • INSTALLATION
  • MARKETS
    • Commercial
    • Residential
  • AWARDS
    • Installation Awards
    • Top Flooring Products
  • EDUCATION
    • Continuing Education
    • Webinars
  • BUYER'S GUIDE
  • MEDIA
    • FLOOR Podcast
    • Videos
    • TISE 2025 Videos
    • Product Spotlights
    • eBooks
  • EMAGAZINE
    • eMagazine
    • Archive Issues
    • Contact
    • Advertise
  • SIGN UP

Designs in Style: Customers are changing... What if you changed too?

By BNP Media Staff
January 1, 2007
For over a decade as a Merchandising Specialist, I had the privilege of working with retailers one-on-one to help them strategize their advertising, create an attractive store environment, and merchandise products effectively.



This came to mind while attending the recent Color Marketing Group’s Fall International conference in Atlanta. I participated in a Trends Workshop where we discussed an emerging consumer profile; a breed of shopper we fondly labeled the “schizophrenic consumer.”  Maybe you have seen a few. It’s the consumer looking for a comfortable, sensory-rich shopping experience that suits the “chic” side of her personality. Yet at the same time, this Armani-clad shopper needs to satisfy the “bargain basement” side of her persona. Today’s retailer must know how to cater to this dual personality consumer IF you want to gain her trust and make the sale.

To pull this off, first consider the “shopping experience” your store offers. Does it truly appeal to shoppers on as many sensory levels as possible? Okay, stop laughing. You may assume that it is beyond you, but take note: your competition may be taking that suggestion quite seriously as they work to usurp your customers.   Have you considered adding fresh flowers near the entry, or maybe scented candles and potpourri? All of this will appeal to your (mostly) female customers while giving your shop a touch of class. Offering complimentary coffee is also a wonderful welcoming gesture.

Embrace those three modest suggestions and you can check off sight, smell and taste from the sensory log. Now let’s turn to two other senses: touch and hearing. The samples you pick for your showroom should satisfy “touch”-from soft-handed carpets to high-gloss marble for the floor. Watch your customer as she shops and you will see her running her fingers along these sample surfaces. Remember her when you are deciding what gets displayed in the showroom. Finally, let’s take what the consumer “hears” seriously for a moment. She does not want to hear a litany of product features. Offer an honest appraisal of how those features can benefit her (and consider adding soft background music-maybe some soft jazz or other easy-on-the-ears music that makes her feel at home). So, there you have a quick menu of suggestions to make the shopping experience a sensory delight.

So now that you have addressed the sensory elements, consider your consultative aptitude. A sure way to satisfy your customer is to possess a good working knowledge of color, design trends and style savvy. Don’t panic. It’s easier than you think, and you can set yourself apart from the competition if you’re willing to do a little legwork. A casual chat with the customer can help you ascertain her lifestyle, color and design mode preferences. This is invaluable information. How can you possibly interpret her needs if you haven’t asked any questions? You don’t need to interrogate her. Just do a brief lifestyle survey to find out enough to guide her through the selection process.

Okay, now that we have covered some of the broad strokes, let’s have some fun and consider a few “What If…” scenarios that are likely to transpire in your showroom:

WHAT IF… a customer comes in carrying a cushion from her sofa – a print done in greens, burgundy and gold. She wants you to find a carpet color that will harmonize.

ACTION: Any one of those three colors in her fabric will work as a carpet color so ask if she has a preference. Say she chooses green. The first thing you have to do is analyze the content of that particular green. Show her the paint deck you keep handy.  (And if you still don’t have a professional paint company’s fan-deck in the store for reference-GET ONE!) Then, focus on her particular shade of green and look at the “family” of similar or complementary colors included on the strip. This is a wonderful way to analyze color and makes you look like a real pro. Remember: greens can be yellow-based, blue-based, or even gray-based. The paint deck will help you decipher exactly what family of color her green belongs to. This works with any color, but be sure you are looking at the color you are trying to match in daylight, preferably, since colors can experience mutations under various light sources. WHAT IF… the shopper enters pushing twins in a baby stroller. She says she has twelve- year-old carpet in her home now that looks terrible but she’s not sure if she should replace it with hard surface or new carpet.

ACTION: Smile at the kids and go into your friendly “interview” mode. Are these two little darlings the only children she has, you ask. Does she entertain often? Does she prefer light or dark colors? Once you verify that the twins are hers (well, she could be babysitting them, right?) you have a key piece of information. They will be toddlers soon, and there may be safety issues with hard surface flooring. Let her know that carpet is not what it was twelve years ago. Stain resistant technologies, tighter constructions, and a huge array of soft-handed designs are now available. Bottom line, carpet is now engineered to perform better and look newer longer. Equally important: she would have a soft surface underfoot for toddlers learning to walk. A mix of hard to soft flooring might be just the ticket for this customer: hard surface in entry and kitchen, counter-balanced by soft surface in the rooms where most of their living takes place.

Do you see a theme emerging? You are gathering enough information to interpret her needs before you start working product into the conversation.

WHAT IF… A man wearing a very expensive suit asks to look at some “upscale” carpet. In your interview process, you learn he has three chocolate Labrador puppies and a two-year-old son at home.

ACTION: Here you have the classic “Schizophrenic Customer.” Tastes and desires are exactly opposite of his needs. An exotic wood floor in a hand-scraped finish would appeal to his classy expectations, but perhaps a laminate wood might give him the look, but with better performance features to stand up to the pets and antics of a toddler. If you can reconcile the chasm between his wants and his needs, you will make the sale.

WHAT IF… it’s a newlywed couple on a tight budget who have just moved into a 1,200 square foot town home. They can’t decide what to put on their floor. In your conversation with them they mention that they plan to live in the present home for only two to three years before moving to something nicer. By the way: they say they both love 100 percent wool carpets.

ACTION: They may want a wool carpet, but their budget does not agree. You gently nudge them toward a wonderful delustered nylon that has the look of wool, but a price tag they can afford. In addition, if they only plan to be in the home for a short while, why not wait until they settle into a bigger place before investing in wool?

Remember: satisfying their needs (aesthetic and financial) is the road to the sale. Understanding your customer is critical if you want to be a “specifier” first and a salesperson second. The difference? Specifiers are knowledgeable professionals who understand the technology of the products, but more importantly, they match those technology features to the specific needs of each customer.  Salespeople are people who try and sell stuff.

WHAT IF… you looked closely at these ideas, took an honest look at the “character” of your store and implemented these suggestions?

ACTION: You would watch your sales-and referrals-skyrocket beyond expectations.

Share This Story

Looking for a reprint of this article?
From high-res PDFs to custom plaques, order your copy today!

Recommended Content

JOIN TODAY
To unlock your recommendations.

Already have an account? Sign In

  • resilient flooring

    The 7 Types of Resilient Flooring

    The resilient flooring category is comprised of many...
    Resilient Flooring
    By: Resilient Floorcovering Institute
  • QuickDrain USA’s ShowerLine linear drain

    Tips for Curbless Shower Installation Using a Linear Drain

    Consider these four tips when planning for a curbless...
    Installation How-To
    By: Darryl Jones
  • 2024 New Flooring Product Guide

    2024 New Flooring Products Guide

    We explore this year's introductions in area rugs,...
    Floor Coverings
    By: FLOOR Trends & Installation Editors
You must login or register in order to post a comment.

Report Abusive Comment

Subscribe For Free!
  • eMagazine
  • eNewsletter
  • Online Registration
  • Manage My Preferences
  • Subscription Customer Service

Shaw Flooring Network Retailers Report Post-Election Sales Surge

Shaw Flooring Network Retailers Report Post-Election Sales Surge

What Shaw Flooring Network Dealers are Banking on for 2025

What Shaw Flooring Network Dealers are Banking on for 2025

Takeaways from the 2024 AHSG Convention & Member Outlook for 2025

Takeaways from the 2024 AHSG Convention & Member Outlook for 2025

Retailers Share Top Takeaways from Shaw Flooring Network Convention

Retailers Share Top Takeaways from Shaw Flooring Network Convention

More Videos

Popular Stories

Ken Ballin manning the Tools 4 Flooring booth in Tool Alley at TISE 2025

10 Tool Innovations Every Flooring Contractor Should Have on Their Wish List

RevWood American Originals.jpg

How Mohawk's Domestic Manufacturing Powers Growth in Challenging Times

Paul Hambidge

The Waterproof Laminate Myth: Why Consumer Expectations May Never Be Met

Installation Awards - Vote Now!

Events

June 9, 2025

NeoCon 2025

A trade show for the commercial interior design industry.

December 1, 2030

Webinar Sponsorship Information

For webinar sponsorship information, visit www.bnpevents.com/webinars or email webinars@bnpmedia.com.

View All Submit An Event

Poll

Flooring Groups

Flooring retailers, do you belong to a buying, marketing or franchise group?
View Results Poll Archive

Products

2025 BNI Interiors Square Foot Costbook

2025 BNI Interiors Square Foot Costbook

See More Products

FLOORtalk podcasts - Listen Now

Related Articles

  • Designs in Style: Remember Surfaces? Well I sure do!

    See More
  • Exploring (commercial) space, the next frontier

    See More
  • Coming color trends: Naturally, there will be some changes

    See More
×

We’re rolling out the red carpet of flooring knowledge!

Stay in the know on the latest flooring retail trends.

JOIN TODAY!
  • RESOURCES
    • Advertise
    • Contact Us
    • Directories
    • Store
    • Want More
  • SIGN UP TODAY
    • Create Account
    • eMagazine
    • eNewsletters
    • Customer Service
    • Manage Preferences
  • SERVICES
    • Marketing Services
    • Reprints
    • Market Research
    • List Rental
    • Survey/Respondent Access
  • STAY CONNECTED
    • LinkedIn
    • Facebook
    • Instagram
    • YouTube
    • X (Twitter)
  • PRIVACY
    • PRIVACY POLICY
    • TERMS & CONDITIONS
    • DO NOT SELL MY PERSONAL INFORMATION
    • PRIVACY REQUEST
    • ACCESSIBILITY

Copyright ©2025. All Rights Reserved BNP Media.

Design, CMS, Hosting & Web Development :: ePublishing

search
cart
facebook twitter linkedin youtube
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
    • Breaking Flooring News
    • eNewsletters
  • PRODUCTS
    • Carpet & Area Rugs
    • Hardwood
    • Installation Products
    • Installation Tools & Equipment
    • Laminate
    • Resilient
    • Specialty
    • Tile & Stone
  • A&D
  • INSTALLATION
  • MARKETS
    • Commercial
    • Residential
  • AWARDS
    • Installation Awards
    • Top Flooring Products
  • EDUCATION
    • Continuing Education
    • Webinars
  • BUYER'S GUIDE
  • MEDIA
    • FLOOR Podcast
    • Videos
    • TISE 2025 Videos
    • Product Spotlights
    • eBooks
  • EMAGAZINE
    • eMagazine
    • Archive Issues
    • Contact
    • Advertise
  • SIGN UP