When your customers invest in new flooring, cabinets, or countertops, they’re not just buying materials—they’re buying the foundation for their lives at home. It’s up to your team to help protect that investment.
Coaching your sales team to confidently introduce and recommend accidental damage protection plans doesn’t require a hard sell. It’s about guiding the conversation with purpose, educating customers on real benefits, and creating a consistent experience at every touchpoint. Here’s how to do it.
- Make Protection Part of Every Quote
One of the most effective habits your team can build is to include accidental damage protection in every quote—every time. Treat protection like a natural part of the purchase, not an optional add-on.
A best practice? Offer two versions of every estimate: a base quote and a premium package that includes protection. Starting with the premium option positions protection as part of the complete experience. This approach leads to more confident conversations—and more yeses from customers.
📣 Tip from the field: “Present protection first. It’s the best fit not the upsell.”
- Introduce Protection Early and Often
The earlier protection is introduced in the sales conversation, the more likely customers are to see its value. Teach your team to bring it up during discovery, when asking about the customer’s lifestyle, home environment, or previous experiences with damage.
Here are a few conversation starters:
- “Do you have pets or little ones at home?”
- “Is this your forever home or a new purchase?”
- “What happened to your old floors?”
These natural questions open the door to talk about real-life scenarios where protection can help. When it’s framed as a solution, not a sales pitch, customers respond with interest.
- Focus on the Benefits, Not the Details
Rather than diving straight into technical coverage, encourage your team to highlight the everyday value of protection. Shoppers want to know how the plan helps them—not just what it includes.
Key benefits to mention:
- No service fees or deductibles
- Fast, hassle-free repairs
- Peace of mind when life happens
- Coverage for accidents that go beyond manufacturer warranties
And don’t forget to reinforce the emotional benefits. For many customers, knowing they won’t have to worry about replacing scratched wood, chipped tile, or stained carpet is the most powerful reason to say yes.
🧠 “Protection means they don’t have to sweat the small stuff. That peace of mind matters more than price.”
- Support Their Confidence with Tools and Talk Tracks
Selling something new can feel unfamiliar. Equip your team with easy language to use in-store or over email. Sample pitches from the training deck include:
- “Congratulations on choosing such a beautiful floor! Would you like to hear how we can keep it that way for years to come?”
- “This plan covers everything from spills to scratches—and it’s backed by an easy claims process.”
- “Accidents happen. This protection makes sure they don’t turn into expensive problems.”
Encourage role-playing in team meetings or daily huddles. The more practice they get, the more naturally protection becomes part of their process.
- Celebrate Success and Keep It Fun
Great coaching doesn’t stop at the pitch. Recognition plays a huge role in building momentum. Share success stories, track attachment rates, and celebrate milestones together.
You can also make it personal. Remind associates that protection doesn’t just help the customer—it boosts their own bottom line. With incentives like SPIFFs and commissions, protection plans can add thousands in extra earnings each year.
🎯 “It’s extra money for the job I’m already doing.” —RSA, AFS Columbus, OH
Conclusion: Lead with Value, Not Pressure
Your customers are already looking to make smart, long-term purchases. Accidental damage protection fits perfectly into that mindset—it adds reassurance, real value, and lasting satisfaction. With the right coaching, your sales team can feel great about offering it.
When protection is presented consistently, explained clearly, and included from the start, it becomes a natural part of the sale—and one that benefits everyone.
