In the competitive world of flooring retail, the most successful salespeople aren’t just product experts—they’re exceptional listeners. As Gary Scheidker emphasizes in the June 2025 issue of Floor Trends, understanding a customer’s lifestyle, needs, and concerns is crucial to guiding them toward the right flooring choices. Listening first helps you sell smarter.
This attentive approach not only builds trust but also opens the door to offering valuable add-ons, such as Centricity’s Accidental Damage Protection plans.
❓ Why Listening Matters
Flooring is a significant investment for most homeowners, and they often seek guidance to ensure their choices align with their lifestyle. By asking questions like:
• “Do you have children or pets?”
• “How long do you plan to stay in your home?”
• “Have you ever had flooring get damaged unexpectedly before?”
These aren’t just conversation starters—they’re door openers to a solution. If a customer tells you they have a new puppy, or that their toddlers are into playing with markers in the living room, you’ve got a perfect opportunity to highlight the value of accidental damage protection.
🛡️ The Value of Centricity’s Protection Plans
Centricity’s Accidental Damage Protection offers comprehensive coverage for common mishaps—scratches, stains, dents, and more—across various flooring types, including carpet, laminate, hardwood, vinyl, and tile. With no service fees or deductibles, customers gain peace of mind knowing their floors are safeguarded for up to five years.
📊 Stats to know:
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60% of customers are interested in purchasing product protection when it’s offered effectively
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69% of first-time homeowners are likely to buy a protection plan
By actively listening and addressing specific concerns, sales associates can present these plans as tailored solutions, not one-size-fits-all extras.
🤝 Building Trust Through Personalized Solutions
When a customer mentions having young children or pets, it’s an opportunity to discuss how Centricity’s plans can mitigate potential damage from spills or accidents. If they express concerns about accidents or unexpected damage, explain how the protection plan ensures their flooring remains pristine despite life’s unpredictable moments.
This personalized approach not only addresses immediate concerns but also shows commitment to the customer’s long-term satisfaction. Customers are more likely to see the protection plan as a smart investment, not a pushy upsell.
🧭 Trust is the Real Product You’re Selling
In the Floor Trends article, Scheidker emphasized the difference between being a “tour guide” versus a “gatekeeper.” Customers don’t want to be funneled toward an end goal—they want someone to walk with them through the options, sharing knowledge and real-world advice.
When you say, “Here’s how this protection might help you specifically,” you’re not just selling a policy. You’re selling confidence—and that earns trust, which leads to repeat business, glowing reviews, and loyal customers.
📈 Enhancing Sales and Customer Loyalty
Retailers offering Centricity’s protection plans have reported increased revenue and customer satisfaction. With attach rates of 40–50% and measurable topline growth, these plans deliver a meaningful boost to the bottom line.
Even more valuable? Customers who feel heard and cared for are more likely to return, repurchase, and recommend. That kind of loyalty starts with listening—and it ends in long-term success.
✅ Conclusion: Listen Up for Growth
Incorporating Centricity’s Accidental Damage Protection into your sales strategy isn’t just about boosting revenue—it’s about enhancing the customer experience.
By listening to your customers and addressing their unique concerns, you position yourself as a trusted advisor—leading to stronger sales, deeper satisfaction, and long-term loyalty.
📞 Want to learn more? Contact your Centricity rep or visit centricity.com/flooring to see how protection plans can grow your business.
