TRAINING GUIDE TERMS TO KNOW. CSR: Customer Service Rockstar CFA: Cut Fabric Approval COM: Customer s Own Material FOB: Freight On Board

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1 TRAINING GUIDE TERMS TO KNOW CSR: Customer Service Rockstar CFA: Cut Fabric Approval COM: Customer s Own Material FOB: Freight On Board

2 VERELLEN ORDERING 101 OUR PRODUCTS Under this tab you will find our complete collection of products in printer friendly tear sheet format. They are organized by furniture type and each tear sheet will outline the standard features and details for each style as well as all available sizes. Please keep in mind that some pieces may be part of a sofa collection, so be sure to check this section if you are looking for a chair, chaise, or ottoman. RESOURCES This section contains important sales tools and options including our Sectional Guide and Sleeper Guide, as well as PDFs of the sales tools such as stitch details (standard and luxe), thread samples (standard and luxe), wood finishes and nailheads. Be sure to check out all of the great documents available to you under this tab. PRICE LISTS This section of the website is accessible by entering your username and password after clicking on the Partner Log In link in the lower right hand corner of the screen. This section of the website is only available to account holders and offers both wholesale and MSRP pricing, as well as our COM Form, Order Form and Upcharges List, in addition to many other helpful documents. The Upcharges List is a great way to get to know the many options Verellen offers, but please also feel free to request a custom quote from your CSR! QUICK GUIDE TO PLACING AN ORDER Complete order information is very important. Orders received without complete information will delay the overall processing of your order. Below is a basic outline of the information needed. We highly encourage you to use our order form because it will walk you through the standard options that we have available. If you are specifying a custom piece, we are here to help with a quote. Specify the style. Specify the size. Specify upholstered or slipcovered (Not all pieces are available in both- please refer to your tear sheet.) Specify your fabric selections. Specify the stitch details (Standard stitch details are listed on the tear sheet, but keep in mind you have your choice of standard stitch options at no upcharge.) Specify thread color (you can specify to match. ) Specify wood finish (Greywash is the only standard option for upholstery unless otherwise noted on the tear sheet. All other finishes incur an upcharge, which are outlined on the Upcharges List.) Congratulations! You are on your way to writing your first order. An example Order Form is on the next page for your review. Please refer to the Ordering Process Outline document for your next steps. Verellen 1

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4 VERELLEN Q & A 1. Who is responsible for shipping? Verellen sells FOB High Point, NC warehouse. It will be your responsibility to secure and pay for shipping from the Verellen facility. If you will let us know your carrier we will contact them when you order is ready to ship. If you need dimensions or weights to obtain a shipping quote please contact your customer service representative and they will be glad to provide you with that information. 2. Does Verellen allow COM? Yes. We require that you complete a COM form (can be found under the price list section of the website) and submit it with your order. The COM form outlines all requirements Does Verellen accept custom orders? When does my order get scheduled for production? If a portion of my sales order meets all of criteria for production scheduling will Verellen begin production on those select items? Yes. All custom requests require a CAD drawing from our engineering department. You are required to approve and sign off on the CAD drawing. Lead time for custom orders is longer than lead time for in-line product orders. Verellen reserves the right to not accept all custom requests. Your order will not go into production until: a. All order information is complete (this includes approved CAD drawings if applicable) b. Deposit is received. c. Fabric is available (this includes COM fabric) d. If any of the above 3 are not met your order cannot be scheduled for production. No. We cannot schedule portions of a sales order. If for any reason an item on your order cannot be scheduled for production (due to any of the reasons listed in #4) you may consider splitting your order to allow items that can be scheduled for production move forward for production scheduling. 6. When does the lead time begin on my order if my fabric is delayed or backordered? The lead time will be determined when we have all of the following: 1. 50% deposit is received. 2. Fabric is received in house. 3. All required signed drawings are received. (Please note: production lead time may vary according to order backlog. Contact your customer service rep. for current lead times.) (Please refer to Order Process Outline for additional information) Verellen 3

5 ORDER PROCESS OUTLINE Order Type Information Needed to Obtain a Quote Information You Should Receive From Your CSR What s Required to Put the Order Into Production Estimated Lead Time (May Vary) Notes Standard Upholstery style & size - standard sizes listed on tear sheet slipcovered or upholstered choice of stitch details choice of thread colors choice of wood color fabric selections if using COM, we need a completed COM Form a quote COM requirements, if using COM signed CAD drawings for sectionals, sleepers or beds receipt of fabric (either our fabric or COM must be at the factory for production to begin) 50% deposit 6-8 weeks from receipt of deposit, signed drawings, & receipt of fabric (including COM and Verellen fabrics) special fabric treatments such as Nanosphere or backing add an additional 2 weeks to lead time Verellen fabrics & leathers generally ship from Europe - please allow 7 business days for backorder notifications you can check stock in advance, but stock sells quickly & we are not able to reserve it without a confirmed order CFA s are only available on some fabrics - please inquire with your CSR non-standard toss pillow styles, non-standard fills, & special details (ex: tufting) are considered upcharges & not custom - please refer to Upcharges List for options and pricing Custom Upholstery style & size - standard sizes listed on tear sheet slipcovered or upholstered choice of stitch details choice of thread colors choice of wood color fabric selections if using COM, we need a completed COM Form customizations requested - these include dimension changes, non-standard seat or back cushion configurations, & slipcover or frame modifications please include as many details as possible about customization - ex: if you want the seat height to be taller, please let us know how you want to achieve this (thicker cushion, taller deck, taller legs, etc.) a quote - prices are recalculated based on the customization a custom fee will apply on top of the new price COM requirements, if using COM CAD drawing for approval signed CAD drawing receipt of fabric (either our fabric or COM must be at the factory for production to begin) 50% deposit Verellen weeks from receipt of deposit, signed CAD drawing, & fabric - this is our typical lead time but your CSR can advise you on any longer than usual lead times special fabric treatments such as Nanosphere or backing add an additional 2 weeks to lead time Verellen fabrics & leathers generally ship from Europe - please allow 7 business days for backorder notifications you can check stock in advance, but stock sells quickly & we are not able to reserve it without a confirmed order CFA s are only available on some fabrics - please inquire with your CSR please remember that when customizing, the piece is re-designed, re-engineered, the pattern for frame & upholstery/slipcover are redrawn, and questions may come up several weeks into lead time please also keep in mind that the components needed to complete your custom piece (ex: seat cushions) are also being custom made and take time

6 ORDER PROCESS OUTLINE CONTINUED Order Type Information Needed to Obtain a Quote Information You Should Receive From Your CSR What s Required to Put the Order Into Production Estimated Lead Time (May Vary) Notes Standard Table style & size - if specifying one of our Bruge styles, we will need a leather or vinyl selection wood species wood finish order confirmation weeks from receipt of deposit standard species for all tables is Ash unless Walnut is noted as the standard (see tear sheet) - Maple is also available upon request and additional charges may occur depending on the finish selected see Upcharges List for pricing Custom Table style & size - if specifying one of our Bruge styles, we will need a leather or vinyl selection wood species wood finish custom dimensions & specifications a quote CAD drawing for approval signed CAD drawing weeks from receipt of deposit & signed CAD drawing standard species for all tables is Ash unless Walnut is noted as the standard (see tear sheet) - Maple is also available upon request and additional charges may occur depending on the finish selected see Upcharges List for pricing Slipcover Only style of piece you are ordering the slipcover for - please include as much information as possible new slipcover fabric selection stitch details thread colors approximate date when original piece was ordered if using COM, we need a completed COM Form a quote COM requirements, if using COM receipt of fabric (either our fabric or COM must be at the factory for production to begin) 6-8 weeks from receipt of deposit (you have terms so this is automatic) & receipt of fabric special fabric treatments such as Nanosphere or backing add an additional 2 weeks to lead time very important - we highly recommend having the frame back at the factory in order to ensure a good fit and to use the old slipcover to pattern from please specify whether the customer wants the old slipcover back or not Verellen 5

7 CARING FOR YOUR VERELLEN FURNITURE FABRIC Do not wash. Due to the fitted nature of our slipcovers we do not recommend washing. This will void any future claims for your piece. Do not bleach. Do not tumble dry. Dry clean only. Any dry cleaning solvent other than trichloroethylene may be safely used. CUSHION Fluff your cushions and toss pillows regularly to increase airflow for maximum loft. Flip, rotate and regulate your cushions regularly to redistribute feather blend filling to ensure even wear. Vacuum cushions regularly to remove build up and dust. Cushion inserts should be removed prior to steaming or fabric treatments. A few feathers will occasionally work their way through the cotton barrier cloth. This is normal- simply vacuum away. LEATHER downloads/marks_of_leather.pdf NANOSPHERE downloads/fabric_finish.pdf Verellen 6