Rosie Home Tech
Home, Handled.

Associate Selling
Standards Guide

The H.O.M.E. Method and professional conduct standards for every Rosie sales conversation.

H.O.M.E. Method Customer Profiling Dos & Don'ts For Sales Associates 2026 Edition
The Rosie Sales Philosophy

Sell the Home. Not the Hardware.

Rosie converts when customers feel understood — not when they feel informed.

Customers who walk up to a Rosie display are already curious. They don't need a spec sheet read to them — they need someone who listens, asks the right questions, and helps them imagine what their life looks like with Rosie in it. That's your job.

The single biggest reason customers leave without buying is unresolved uncertainty. They have questions about privacy, reliability, or value that never got answered because the conversation stayed at the product level. Your role is to move that conversation to the person level. Every time.

01

Lead with curiosity, not specs. Ask before you tell. The customer's situation determines which Rosie is right — you can't know that before you've listened.

02

Name the life, not the feature. Don't say "Rosie Pro has grocery management." Say "Imagine never writing a grocery list again." Features are means. Time and peace of mind are the end.

03

Concerns are not objections — they're invitations. When a customer raises a worry about AI privacy or price, they're telling you what matters to them. That's the conversation. Stay in it.

04

The right Rosie wins more than the most expensive Rosie. Never push a tier a customer doesn't need. A customer who loves their Rosie Classic will be back — and will upgrade when the time is right.

05

You are the first impression of Rosie Home Tech. How you show up — curious, confident, unhurried — is part of the product experience. Own that.

The H.O.M.E. Method

The H.O.M.E. Method

A five-step consultative sales framework designed specifically for Rosie conversations. Use it in every interaction — from a two-minute browse to a twenty-minute deep dive. The steps are sequential but not rigid. Great conversations breathe.

HHear
OOrient
MMatch
EEngage
+Empower
H
Hear
Hear — Listen before you lead
Resist the urge to start selling the moment a customer approaches the display. Your first move is to open a conversation and genuinely listen. Let them tell you where they are — what brought them in, what they already know, what they're hoping for. Most associates skip this step. Don't.
Try saying
What brings you in to check out Rosie today?
Have you been thinking about this for a while, or is this your first time seeing her?
What does a typical week at home look like for you?
O
Orient
Orient — Map their household
Ask two or three targeted questions to understand who's in the household, what their daily pressure points are, and what they already use for smart home or household management. This isn't an interrogation — it's a natural conversation. The answers tell you everything you need to make the right recommendation.
Try saying
Is this just for you, or do you have a family at home?
What takes up the most of your time around the house?
Do you have any smart home devices already — like Alexa or Ring?
Do you have kids in school age? I ask because one of our models has something really interesting for that.
M
Match
Match — Recommend with confidence
Based on what you've heard, recommend one specific model — not "it depends" or "they're all great." Be decisive. Explain exactly why this model fits what they just told you, using their own words back to them. Confidence in your recommendation builds confidence in the product.
Try saying
Based on what you've told me, I think Rosie Pro is your model. Here's why...
You mentioned grocery runs are the biggest time drain — that's exactly what Pro was built for.
Since you have two kids in middle school, I'd actually point you toward Elite. Let me show you why.
E
Engage
Engage — Address what's holding them back
After the recommendation, pause. Let the customer respond. This is where real concerns surface — privacy, price, tech anxiety, skepticism about AI. Don't rush past this moment. Engage with whatever they bring up. Use your objection responses from the Features Guide. Stay curious, not defensive.
Try saying
What questions do you have? I want to make sure you're completely comfortable.
That's a totally fair concern — let me tell you exactly how Rosie handles that.
A lot of customers ask about that. Here's what I tell them...
+
Empower
Empower — Set them up for success
Whether the customer buys today or not, end every conversation by putting something useful in their hands. A purchasing customer gets setup tips and the support contact. A browsing customer gets a resource — the Features Guide, the Privacy Policy, or a genuine invitation to come back. Every conversation should leave them better informed than they walked in.
Try saying
Setup takes about 20 minutes — the app walks you through everything step by step.
Here's our privacy policy if you want to read through it at home — it's written in plain English.
Take your time with it. If you have questions later, you can reach our team at 1-555-ROSIE-AI.
Customer Profiling — Who Buys Which Rosie
Rosie Classic — $899
The Independent
Who they are
Single professional or couple, no children at home
Busy schedule, limited time for household chores
Tech-comfortable but not a smart home enthusiast
Budget-conscious, wants value clarity before committing
What they care about
Time savings on cleaning and everyday tasks
Easy setup with no long-term fees
Reliability — "Will it actually work?"
Open with: "What part of keeping up with the house takes the most out of your week?"
Rosie Pro — $1,499
The Household Manager
Who they are
Family of two to four, active household with multiple schedules
Already owns smart home devices (Alexa, Ring, Nest)
Frequently overwhelmed by grocery management and errands
Willing to invest for the right solution
What they care about
Integration with existing smart home setup
Automating grocery runs and pantry tracking
Home security visibility when they're away
Open with: "Do you already have any smart home devices at home?"
Rosie Elite — $2,299
The Family Investor
Who they are
Family with school-age children (K–12)
High household complexity — multiple schedules, activities, needs
Values education and invests in their children's development
Looks for long-term ROI, not just upfront cost
What they care about
Personalized academic support for each child
A system that learns and grows with the family
Priority support — they need reliability, not workarounds
Open with: "Do you have kids at home? One of our models actually does something really unique for families."
Tier Recommendation Guide

Which Rosie Should I Recommend?

Use this quick-reference decision guide during or after the Orient step.

1. Does the customer have school-age children (K–12) at home?
Yes → Lead with Rosie Elite. Highlight the adaptive tutoring feature. Calculate the tutoring value comparison ($50–$150/hr) if they hesitate on price.
No → Continue to question 2.
2. Do they already have smart home devices OR are home security and grocery automation a priority?
Yes → Rosie Pro is the fit. Emphasize seamless integration and occupancy-aware automation. This is your top-seller for a reason.
No → Continue to question 3.
3. Are they primarily looking for help with cleaning, cooking, and laundry — and value simplicity?
Yes → Rosie Classic is the right call. Don't upsell. A satisfied Classic customer upgrades later. A mismatched purchase returns.
No → Return to the Hear and Orient steps. You may not have the full picture yet. Ask one more open question before recommending.
Professional Standards — Dos & Don'ts
✓
Always Do
Ask open-ended questions before making any recommendation
Use the customer's own words when explaining why a model fits them
Acknowledge AI concerns directly and honestly — never dismiss them
Offer the AI Privacy Policy to privacy-conscious customers
Recommend one specific model with a clear reason
Stay with the customer through their concerns — don't hand off prematurely
End every conversation by giving the customer something useful
Escalate to a manager when a customer is frustrated or a question is beyond your knowledge
Keep your product knowledge current — re-read this guide monthly
✗
Never Do
Read from the product card or spec sheet during a conversation
Push a higher tier before understanding the customer's actual needs
Dismiss or minimize concerns about AI privacy or reliability
Make promises about compatibility without verifying first
Use technical jargon the customer hasn't introduced themselves
Rush a customer who is still processing or deciding
Speak negatively about competing products or brands
Leave a conversation without giving the customer a clear next step
Guess at answers you don't know — always offer to find out
Escalation & Support Contacts
↑
Escalate to a Manager When
A customer is visibly frustrated or dissatisfied
A return or exchange is being requested
A question about warranty, legal, or data rights arises
A customer claims a product malfunction or safety issue
You are uncertain about compatibility and cannot verify in time
→
Direct Customers to Rosie Support When
They have post-purchase setup questions
They need to verify compatibility with a specific device or system
They want to submit a data access or deletion request
They have a technical issue after setup is complete
They need documentation for business or insurance purposes

General Support: 1-555-ROSIE-AI

Privacy Requests: privacy@rosiehometech.com

Elite Priority Line: 1-555-ROSIE-VIP

★
Handling "I Need to Think About It"
Affirm the decision — "That makes complete sense, this is a real investment."
Ask what's still unclear — often one unanswered question is the real blocker
Offer a leave-behind: the Features Guide or Privacy Policy
Give them a clear return path — "Ask for me when you come back."
Never apply pressure — a confident, unhurried close converts more than urgency

Rosie Home Tech, Inc. · Associate Resources · For internal sales use only · This guide is fictional and created for educational use in OLL 4550

2026 Edition · 400 Rosie Tech Lane · Raleigh, NC · 1-555-ROSIE-AI