Monthly Theme Materials October 2012. 2 October 2012 Monthly Theme – Cooking Note to LCM: This deck has four segments intended to be shared with your

Monthly Theme MaterialsOctober 2012

October 2012 2

October 2012 Monthly Theme – Cooking

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

• Week One (Oct 1st) – Review Predict Vital Behaviors related to Cooking

• Week Two (Oct 8th) – Cooking

• Week Three (Oct 15th) – Cooking

• Week Four (Oct 22nd) – PREDICT Vital Behavior - Rapport

• Review all slides before presenting

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

October 2012 3

October 2012 Monthly Theme – Cooking

• 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.

October 2012 4

Resources

• Predict Model Video

• Predict Model Poster

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

• Cooking related documents & videos • Located on the Carrier Website

October 2012 5

Cooking & Vital Behaviors

Week One

September 2012 Monthly Theme

October 2012 6

PREDICT Vital Behaviors Overview

Every delivery provides us with opportunities to provide our

Customers with Legendary Customer

Experiences in Home Delivery.

October 2012 7

PREDICT Vital Behaviors Overview

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

•Explanation•Demonstration•Information •Concerns Addressed

October 2012 8

• Measure doorways, and explain why doors might need to be removed.

• Describe any potential for causing damage as well as any existing damage in the customer’s home.

• Show the new packaged accessory kit and explain how it helps protect the customer.

• Always walk to path.

• Discuss the reasons and requirements for Anti-Tip Devices

-------------------------------------------------

• Discuss as a Team & Share Best Practices

October 2012 9

• As you set up the new product in the home, explain to the customer what you are doing as you: • Test electrical power supply

• Test features of the new product

• Encourage the customer to try out certain features of the product.

• As you level the range, explain to the customer what you are doing.

----------------------------

• Discuss as a Team and Share Best Practices

October 2012 10

• Explain new sounds, noises, or smells that are normal for the new appliance.

• Review the Owner’s Manual with the customer

• Point out new or special features on the customer’s new range.

• Explain cleaning requirements for glass cook tops.

-------------------------------------


October 2012 11

• Address any concerns that customer might have.

• Identify any damage that might have occurred during the delivery and explain the steps you will take to fix the damage or resolve the issue to the customer.

--------------------------


October 2012 12

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?

October 2012 13

Cooking – Part 1

Week Two

October 2012 Monthly Theme

October 2012 14

New Cooking Products

• Kenmore Elite Slide-In Range with Two Convection Ovens

• Kenmore 30" Electric Freestanding Range with Steam-Clean Assist

October 2012 15

Kenmore Elite Slide-In Range with Two Convection Ovens

• New for 2012! • 50/50 Slide-In Range with Two full size (3.5 cubic feet each) convection ovens. • Total oven capacity of 7.0 cubic feet, the largest in the industry. • Kenmore Elite models #41112/3/9

Features include:• NEW Turbo Boil FLEX 3,200 watt element • Glass Touch Electronic Controls • Food Temperature Probes

October 2012 16

Kenmore Elite Slide-In Range with Two Convection Ovens

• Product Dimensions: • 31.31 inches wide• 28.31 inches deep• 35.85 – 36.6 inches high

• Weight – 230 lbs.

• Kenmore Elite models #41112/3/9

October 2012 17

Kenmore 30" Electric Freestanding Range with Steam-Clean Assist

• This new range offers many of the convenience features, like an easy-clean ceramic glass surface with radiant elements, a Hidden Bake oven design, smooth electronic controls and a 5.4 cu. ft. oven with Cook & Hold Warm functionality.

• What really sets this range apart is the Steam-Clean Assist feature that uses the power of steam to help loosen baked-on foods and aid in oven cleaning.

• Customers simply pour a small amount of water into the reservoir in the oven cavity and select “Steam Clean” on the control panel. Within just a few minutes, small baked-on splatters and spillovers are softened and easier to wipe away.

• Also, the Hidden Bake oven interior conceals the lower element, allowing for easier cleaning.

October 2012 18


• Product Dimensions: • 30 inches wide

• 25 ¾ 1 inches deep

• 48 inches high

• Weight – 175 lbs.

• Oven Capacity – 5.4 cubic feet

• Kenmore model #91322/3/9

October 2012 19


• OTHER KEY FEATURES AND BENEFITS

• Stainless Steel Handles — On item #91323 only.

• Ceramic Glass Surface with Four Radiant Elements — Smooth, easy-to-clean cooktop.

• Includes a powerful 2,700-watt element that can quickly boil a pot of water. Hot Surface light lets customers know when the glass surface is unsafe to touch.

• Easy Set™ 195 Electronic Controls — Smooth-touch electronic controls include Warm & Hold function, Delay Start, Cook Time, Control Lockout and more!

October 2012 20

Cooking – Part 2

Week Three


October 2012 21

Cooking Comments

A few reminders about Cooking Products:

• Slide in and drop in products are delivered and set up by teams

• Verify Electrical Cords / Wires are hooked up correctly

• Use Electrical Circuit Testers

• Anti-Tip Devices are required

October 2012 22

Why Use the Electrical Circuit Tester ?

• Enhance the Customer's delivery experience

• Reduce incomplete deliveries

• Reduce in-home time due to electrical outlet issues

• Reduce Service calls

• Add a professional advantage compared to other retailers.

Electrical Circuit Testers

October 2012 23

Electrical Circuit Tester Process:• All electric outlets must be tested prior to connecting the

appliance to the electrical power supply. • Advise the Customer of the 240 V Outlet test procedure. • Delivery Team plugs the tester into the Customer's outlet

and based on the configuration of lights, the Delivery Team will be able to advise the Customer that their electrical outlet is either OK or requires service by an electrician. It takes approximately 15 seconds to inform the Customer and perform this test.

• The Delivery Team does NOT have to determine the cause of the electrical outlet problem nor resolve the problem.


October 2012 24

Electrical Circuit Tester Process (continued):

• If the tester indicates an "Outlet Defect", then obtain a "Customer Information" sheet and circle the condition indicated by the tester.

• The "Customer Information Sheet" (tri-lingual...English / Spanish & French) will be handed to the Customer whenever an "Outlet Defect" is detected.

• Note the range (or dryer) SERIAL NUMBER onto the delivery manifest.

• Advise the customer that the "Outlet Defect" condition could prevent proper operation of their electric appliance. Per the condition code, the team will not be able to connect the appliance.


October 2012 25

Electrical Circuit Tester Process (continued):

• Call CCN and provide customer information including serial number and the type of condition indicated by outlet tester. CCN needs to verify with customer

• If Driver does not hook-up and we leave the appliance, driver must obtain a control code from CCN.

• Appliance can be placed in the desired location for future use.

• Inform customer it is best not to connect and operate their electric appliance at this time. The electrical outlet condition will impact the operation of the appliance.

• Resolution of the "Outlet Defect" can be done by contacting a qualified person/electrician to check/fix the circuit breaker (not the Delivery Team)


October 2012 26

Why Use the Range Anti-Tip Devices?

Free standing and slide-in ranges have the potential to tilt forward when too much pressure is applied to an open oven door and possible results include injuries from the range falling on a person or scalds/burns from hot food and liquids spilling from the range cooking surface.

Range Anti-Tip Devices

October 2012 27

Review Range Anti-Tip Device Process:• Sears delivered free-standing and slide-in ranges that

are removed from the manufacturer’s packaging require installation of the manufacturer provided range anti-tip device, or the range can not be connected to the power source.

• Upon arriving at the Customer’s home, do not remove the range from its packaging nor disconnect the existing range until the Customer has verified the range anti-tip installation process was reviewed by their sales associate and they understand/accept the range anti-tip installation.


October 2012 28

Review Range Anti-Tip Device Process:

• Delivery Team Script: “Your sales associate reviewed installation of the manufacturer provided range anti-tip device. Before we remove your product from the carton do you accept installation?”

• After the Customer has verified acceptance of the range anti-tip device installation, disconnect the existing range and remove the new range from the manufacturer packaging.

• Follow manufacturer's directions for installing the range anti-tip device provided with the new range.


October 2012 29

Review Range Anti-Tip Device Process:• If the customer declines the range anti-tip installation or

does not understand the process then discuss their options.

• Delivery Team Script: “Sears understands your request not to install the range anti-tip device. Based on that request we are unable to connect your range to the power supply. We can not position your range within 5 feet of the power supply, but can place it in another desired location. We will need to advise our Customer Service team of your decision and if you like you may speak with a Customer Service professional.


October 2012 30

Review Range Anti-Tip Device Process:

• Do not connect the new range to the power supply without installing the range anti-tip device.

• Place the new, in-carton range or out-of-carton range where the Customer desires, but not within 5 feet of the power supply.

• Contact the Customer Care Network (CCN) and advise the call agent of the “No-Hook-Up” and obtain the confirmation number.


October 2012 31

KENMORE RADIANT/INDUCTION FREESTANDING RANGES

• Removing the cleaning sticker on radiant/induction freestanding ranges can potentially lead to customer instruct calls regarding how to properly clean glass cooktops.

• When installing the range, do not remove or throw away the cooktop cleaning sticker. If you do remove the sticker when turning on and checking the functionality of the cooktop, place the sticker on the edge of the range so the customer can read it or hand it directly to the customer.

•The sticker is found on the top of the cooktop.

October 2012 32

KENMORE RADIANT/INDUCTION FREESTANDING RANGES

• If the cook top cleaning sticker is removed, place it on the front edge of the range.

• Do not throw the sticker away.

October 2012 33

Freestanding Gas Range

Complete 10 page Installation Instructions for Freestanding Gas Range can be found on the Carrier Website.

October 2012 34

Additional Cooking resources

• Additional cooking resources can be found on the Carrier Website under the Cooking section.

• The following information is suggested for review with the delivery teams:• Cooking Theme Week 092208 document)

• Video – unpacking & installation of Kenmore Slide in Ranges 020109 (video)

• Topics included in above materials provide additional cooking information on power supply, cords, leveling, anti-tip, gas regulator, and set up

October 2012 35

Predict Vital Behavior Rapport

Week Four


October 2012 36

PREDICT Vital Behavior Rapport

October 2012 37


• Contact customers before arrival when running behind schedule and work with the customer to resolve issues.

• Stand a few feet away when the customer opens the door and smile while greeting the customer.

• Look for any potentially negative reactions of customers to your appearance and ask colleagues for feedback to ensure you present a professional appearance to customers.

• Discuss multiple delivery attempts with the customer right away to understand the customer’s expectations for the delivery.

• Greet the customer by his or her name and tell the customer you are from Sears Home Delivery.

• Engage the customer in friendly conversation, but taking care to avoid discussing anything that a customer could perceive as uncomfortable or inappropriate.

• Avoid any conversations with other members of the delivery team that might make a customer uncomfortable (e.g., speaking to the team in another language in front of the customer that he or she cannot understand).

October 2012 38


• Review the Video Clip of Predict Vital Behavior Rapport

• From the DVD “The Vital Behaviors that PREDICT Legendary Customer Experiences with Sears Home Delivery.

October 2012 39

PREDICT Vital Behavior Rapport & Shiftstarters

NOTE: Predict Vital Behavior Rapport is also discussed in the Customer Service Shift Starters:

• Beyond Words

• Entering the Customer’s Home

• Demonstrating Courtesy

Documents

Monthly Theme Materials October 2012. 2 October 2012 Monthly Theme – Cooking Note to LCM: This deck has four segments intended to be shared with your