Monthly Theme MaterialsNovember 2012

November 2012 2

November 2012 Monthly Theme – Snow

• Note to LCM: This deck has four segments intended to be shared with your delivery teams over four weeks.

• Week One (Nov 5th) – Review Predict Vital Behaviors related to Snow Products

• Week Two (Nov 12th) – Snow Products

• Week Three (Nov 19th) – Shiftstarter – Demonstrating Courtesy

• Review all slides before presenting

• Review/Gather supporting materials, documentation, and products needed prior to your presentation

November 2012 3

November 2012 Monthly Theme – Snow

• The purpose of the Monthly Theme is to assist our Delivery teams in gaining a better understanding of the products that they deliver. This also supports the expectations of our customers who want the delivery teams to be subject matter experts on the products they deliver.

• Suggested Vital Behaviors from the Predict model and a Shift Starter module have been included.

• Recommendations for a Monthly Theme Presentation:

• LCMs should meet with MDO Mgrs in advance to review/discuss

• Provide products as visual aids

• Print out copies of the slide deck and supporting materials (such as product information) and post in the stand up area for teams to review after your presentation.

• Use this time to promote improving the customer experience.

November 2012 4

Resources

• Predict Model Video

• Predict Model Poster

• Home Delivery “Best Practices Guide” • Located on the Carrier Website

• Snow Product related documents• Located on the Carrier Website

November 2012 5

Snow & Vital Behaviors

Week One

November 2012 Monthly Theme

November 2012 6

PREDICT Vital Behaviors Overview

Every delivery provides us with opportunities to provide our

Customers with Legendary Customer

Experiences in Home Delivery.

November 2012 7

PREDICT Vital Behaviors Overview

On the next few slides, let’s review how the following Vital Behaviors relate to Snow Products:

•Explanation•Demonstration•Information •Concerns Addressed

November 2012 8

• Walk the delivery path.

• Describe any potential for causing damage

• Provide customer with an estimate of how long the delivery will take.

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• Discuss as a Team & Share Best Practices

November 2012 9

• Review Owner’s Manual with customer

• Point out new or special features

• Encourage customer to try out certain features of product.

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• Discuss as a Team and Share Best Practices

November 2012 10

• Address any concerns that customer might have.• Apologize for any additional service recovery stops or RORs. • Politely explain the reasons why you can not perform any

services or alternative options for the customer.• Face customer when speaking, watch and listen for signs the

customer is upset or concerned.• Explain steps customer can take is you are not able to fully

address concerns. --------------------------• Discuss as a Team and Share Best Practices

November 2012 11

Predict Vital Behaviors

In the customer’s mind,

how does your delivery of product

to their home compare with

their expectations for a

Legendary Customer Experience?

November 2012 12

Snow Products

Week Two

November 2012 Monthly Theme

November 2012 13

Snow Thrower Deluxing & Delivery Overview

• Sears will continue to offer deluxing for walk behind snow throwers on delivery orders. This process applies to MDO deliveries only.

• When the selling store SCIM codes a snow thrower for “Set-Up and Put in Place” (using SCIM Code 3 / DOS Code C), the deluxing service will be performed by the MDO.

• If a snow thrower was not properly SCIM coded/deluxed at the MDO and the customer indicates to the delivery team that they want the item set up, the delivery team should perform basic deluxing to include: removal of packaging, setting up handle and providing the Owners Manual & attached oil packet to the customer at the home.

 

November 2012 14

Snow Thrower Deluxing and Delivery Overview

• Basic deluxing by the delivery teams applies only to specific less complex models (listed on the next slide).

• On the more complex models that require additional assembly of the chute and chute control handle, the delivery team will need to inform the customer that they can not perform the service in the home and can take the item back to the MDO if requested by customer.

• The old snow thrower can be hauled away, if requested by the customer.

• Snow Thrower deluxing DOES NOT include a demonstration at the customer’s home.

November 2012 15

Snow Thrower Deluxing and Delivery Overview

• Snow Thrower Item Numbers that Delivery Teams can assemble if required: • 88780, 88782

• Snow Thrower Item Numbers that are assembled by the MDO and delivered by the Carrier teams: • 88170, 88172, 88173, 88395, 88396,

88397, 88398, 88691, 88970

November 2012 16

New Features for 2012 - 2013

November 2012 17

• Electric Chute Directional Control *• On 88396 only

• 30” clearing width

Right and Left controls Chute Movement

Up and Down controls Pitch Movement

New Features for 2012 - 2013

November 2012 18

Tool-less Drift Cutters

• 88395, 88396, 88397, 88398

• 28” to 45” clearing width

New Features for 2012 - 2013

LED headlight• 88395, 88396, 88397, 88398• 28” to 45” clearing width

November 2012 19

Craftsman 42” Snow Thrower - Tractor Attachment

Tractor snow removal accessories are NOT part of the in-home assembly process for tractors.

Snow removal accessories for tractors will be assembled / “deluxed” in the MDO when SCIM coded for “Assembly” (DOS / SCIM codes “B”) similar to lawn care accessories.

Accessories requiring modification of the tractor (drilling holes or metal cutting) for attachment of an assembled accessory can not be performed by the MDOs. The Customer would need to purchase “In-Home” services if the Customer is unable to attach the assembled accessory.

November 2012 20

42” 2-Stage Snow Thrower - Tractor Attachment

November 2012 21

42” Snowblade – Tractor Attachment

November 2012 22

Craftsman Dual Stage 4-Cycle Engine

November 2012 23

Vehicle Snow Plows

• The Meyer snow plow is available for purchase & delivery again, same as last year.

• This snow plow can be attached to customer vehicles by the customer.

• Delivery is “Leave in Carton” / “Brown Box”

November 2012 24

Snow Thrower Information

• Snow Thrower information available on the Carrier Website http://www.searscarriers.net/carrier.asp (under Lawn & Garden Section) includes:• 2012-2013 Snow Thrower Side-by-Side Comparison

• Snow Plow 2358

• 2011 Craftsman Snow Thrower Assembly

November 2012 25

Shift StarterDemonstrating Courtesy

Week Three

November 2012 Monthly Theme

November 2012 26

Shift Starter: Demonstrating Courtesy

• Use the skills of acknowledging and appreciating to help ensure that customers feel valued and important and not ignored or put down in some way.

November 2012 27

Shift Starter: Demonstrating Courtesy

• Related PREDICT Vital Behaviors include:• Rapport

• Demonstration

• Information

• Concerns Addressed

• Review selected segments from “The Vital Behaviors …” DVD