3 Year Homeowner Guarantee
The Guarantee: Word For Word ...
Simple and Easy ...
Violate Customer Expectations ...
Remove the fear from the buying decision ...
Gain Customers For Life ...
Create Additional Sales Opportunities ...
Guarantee promotion ...
How can I abuse the program? ...
Issuing Credit to your customer ...
Receiving Credit from Eaton Farms ...
The Guarantee: The grower of this Pennsylvania Pride Tree, partnered with this Garden Center Professional, guarantees its survival for a full 3 years from the date of purchase. In the unlikely event that this tree fails within 3 years of the purchase date, simply RETURN THE ITEM, this 3 YEAR GUARANTEE TAG, and the ORIGINAL PHOTO TAG, along with the PROOF OF PURCHASE to this Garden Center and receive store credit for the amount of your original purchase.
Pennsylvania Pride Trees are grown, harvested and delivered with the greatest care to assure performance and enjoyment in your home landscape for many, many years. Pennsylvania Pride Garden Center Professionals are members of an elite group of specialists providing the highest level of expertise available.
Guarantee provided in form of store credit only. Consult your Garden Center Professional for details. Guarantee amount equal to original purchase price less cost of delivery and/or installation. Amount of credit issued may be used (but not limited to) any other Pennsylvania Pride product of equal value. This Garden Center has the right to deny any credit due to deer damage, plant hardiness zone issues, special containerized planting (plants must be planted in the ground), and/or obvious neglect/abuse of the plant material. Product guarantee honored only through the garden center offering Pennsylvania Pride Trees where the original purchase was made. Should you experience problems with this guarantee or any Pennsylvania Pride product, contact us directly at www.pennsylvaniapride.com.
Simple and Easy ... Your customers are very accustomed to shopping for products with different guarantees. Cars, televisions and appliances, all carry individual guarantees, why should Trees be any different?
A guarantee offered on a branded, identifiable item increases value, a guarantee offered across the board, the same on all items is simply a gimmick. Through partnering, we'll raise the value of our products and help you realize the gross margin and gross margin dollars you deserve.
Staff training for your team is available during the off season to share our experiences and the experiences of our other customers. We'll eliminate the perceived fears you and your staff may have, and show you the path to profitable Tree sales.
How can we, as an industry, expect hundreds of dollars for items without meaningful guarantees? How can we expect to increase our profits without the ability to increase margins for us both? How can we be paid as professionals until we stand behind our work as professionals?
Violate Customer Expectations ... Violate your customer expectations with the guarantee program. Imagine the return exchange process when your customer does experience a failure. Your customer expects an argument and is prepared to do battle -- when your team member simply states, 'we can take care of that right away,' and issues store credit immediately. The few returns you will experience can be pleasant for your customer and your staff.
Remove the fear from the buying decision ... through research and direct retail experience Eaton Farms determined the number one concern for your customers when purchasing Trees is the fear of failure. This fear, or the level of this fear, can greatly reduce the willingness of your customer to experiment with new plants and to choose larger material over smaller, lower margin items. In fact, this fear as it relates to the purchasing choice of size, is the number one reason people choose to shop the boxes. While they are aware of lower quality, this risk of failure is much less of a fear because of price.
Your customers want to experiment, they want larger material, they want instant satisfaction, and by offering a guarantee of this quality you are able to remove the fear of failure, the fear of the loss as it relates to the expense. By offering Pennsylvania Pride Trees and our guarantee program, you will increase your customers' average purchase, and increase your gross margin dollars along the way.
Grant your customers the freedom to experiment and buy up by offering Pennsylvania Pride Trees.
Gain Customers For Life ... We all have preferences for where we shop, but when it comes to major purchases we'll move away from those preferences in favor of trust and security. When these needs are met, we'll continue to shop where these important needs are met, for a lifetime. Your mechanic, your doctor, your dentist, and now your garden center for life!
Create customers for life by offering the best guarantee on trees anywhere, offer Pennsylvania Pride Trees.
Create Additional Sales Opportunities ... The hidden sales opportunities that are created with such a fantastic program are real. Imagine, we have taken the unpleasant event of returning a dead plant and turned this into an opportunity to SELL again!
Instead of an adversarial situation, we now have one of support and guidance. Your staff will quickly learn to make the most of this new opportunity and look forward to these returns instead of desperately avoiding the confrontation.
Guarantee promotion ... Eaton Farms offers tremendous Point of Purchase marketing and merchandising materials for your garden center. We recommend displaying our branded line individually, and away from other brands or unbranded material. Eaton Farms offers training to all of our customers and their staff as needed.
How can I abuse the program? ... Our guarantee program does experience abuse each year. We always have a handful of customers that feel the need to stretch the guidelines and attempt to take advantage of our partnership. We have come to know these few, but we trust our partners without question, and are prepared to except the abuse from the few.
The guarantee program, when instituted properly, allows for no abuse by your customers. By offering only store credit, never cash or replacement, there is no incentive to abuse the program or your goodwill. This is clearly explained on the tag for your customer, and you have the final authorization to issue credit or not depending on the circumstances.
Issuing Credit to your customer ... As indicated on the tag, credit should only be issued in the form of store credit. Never offer cash or replacements. By not offering cash you remove any motivation for abuse and any buyer's remorse that could cost you money. And, by not offering replacement of the plant, you remove the chance of the plant costing you more today than the original purchase price. The guarantee is strictly for the amount of the original purchase and does not cover sales taxes.
With the store credit in hand, your customer is free to decide on another item, additional items or the same item if available. Either way, a new sales opportunity is created and a satisfied customer guaranteed for life.
Receiving Credit from Eaton Farms ... Twice a year we ask our customers to report their credits for the previous 6 month period, credits for January through June are due in by August 1st and for July through December by February 1st each year.
Credits are reported to us using the '3' year guarantee return form provided by us. With the information reported, we can track returns to learn about trends regionally and by customer so we can service each of you better.
When we receive these forms we process the credit immediately and send you a credit memo to your account. The guarantee to you is the same as to your customer, never cash and never replacement, store credit only. 3 year credits are never refundable with cash and can be used towards future purchases only. Credits do expire on dormant accounts after 2 years.
Credit is issued for the amount of the original price of the plant and not the amount of the retail sale. Credits are offered only to retail customers and the guarantee is not available through re-wholesalers or landscapers to the homeowner. We will honor the guarantee through your landscape department to your customers only.
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