1February 2012 Monthly Theme March 2012 – Monthly Theme – Tractors Note to LCM: This deck has four segments intended to be shared with your delivery teams over a four week period. Week One provides a framework to reviewing the Predict Model and relating it to the Product Theme of the Month (Most months will include a discussion of Explanation, Demonstration, Information, & Concerns Addressed) Weeks Two & Three provides product specific information Week Four Provides the opportunity to review a specific Predict Vital Behavior or a Shift Starter The Product Theme for March 2012 is Tractors The Pro-Advocacy Focus for Week 4 is “The Customer Experience” shiftstarter Review all slides before presenting. Review supporting materials/documentation prior to your presentation.

2February 2012 Monthly Theme March Monthly Theme - Tractors 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/or Shiftstarter modules 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.

March Monthly Theme Tractors & the PREDICT Model Week One March 2012 The Vital Behaviors that PREDICT Legendary Customer Experiences in Home Delivery

4February 2012 Monthly Theme Predict Vital Behaviors Overview Every delivery provides us with opportunities to provide our Customers with Legendary Customer Experiences in Home Delivery. On the following slides, we will review the following Predict Vital Behaviors as they relate to delivering Tractors: Explanation Demonstration Information Concerns Addressed

5February 2012 Monthly Theme Explanation How do you show the vital behavior “Explanation” when delivering Tractors? Think of a past tractor delivery that went well, and share your story with the team. Group discussion.

6February 2012 Monthly Theme Demonstration How do you show the vital behavior “Demonstration” when delivering Tractors? Think of a past tractor delivery that went well, and share your story with the team. Group discussion

7February 2012 Monthly Theme Information How do you show the vital behavior “Information” when delivering Tractors? Think of a past tractor delivery that went well, and share your story with the team. Group discussion

8February 2012 Monthly Theme Concerns Addressed How do you show the vital behavior “Concerns Addressed” when delivering tractors? Think of a past tractor delivery that went well, and share your story with the team. Group discussion

9February 2012 Monthly Theme In the coming weeks we will discuss delivering and setting up bedding and recliner products, and also review the Predict Behavior – Preparation. Week of March 5 th – Tractors and the Predict Model Week of March 12 th – Tractor Delivery Week of March 19 th – Tractor Product Review Week of March 26 th – “The Customer Experience” shiftstarter Overview of February Monthly Theme

March Monthly Theme Tractor Delivery Week Two March 2012

11February 2012 Monthly Theme Turf Wars Most Sears Lawn & Garden sales associates will be attending one of 70 “Sears Turf Wars Boot Camp Training” sessions across the country between February and April. This event will provide sales associates with a comprehensive, targeted and interactive learning opportunity focused on Lawn & Garden products, a big portion of which will be on Tractors. Delivery expectations are included and is shown on the next slide.

12February 2012 Monthly Theme Tractor Delivery

13February 2012 Monthly Theme Zero Turn Rider – Key Features

14February 2012 Monthly Theme Zero Turn Rider – Key Features

15February 2012 Monthly Theme Lawn Tractor – Key Features

16February 2012 Monthly Theme Rear Engine Rider – Key Features

17February 2012 Monthly Theme Tractor Product Categories Best Better Good More Features, Benefits & Innovations Fewer Features, Benefits & Innovations Delivery teams should be familiar with the following color structure that was introduced last year for lawn & garden.

18February 2012 Monthly Theme Tractor Attachments Sears offers a wide variety of tractor attachments, providing customers with a Total Solution to meet their lawn and garden needs. Most attachments will be deluxed at the MDO when ordered with a tractor for delivery. Review the 2012 Tractor Attachment List available on the Carrier Website.

March Monthly Theme Tractor Product Review Week Three March 2012

20February 2012 Monthly Theme Tractors Tractors are a solution for those who want to minimize the time and effort spent mowing and maintaining their property. Besides getting lawn care done faster and easier, a tractor is also a versatile vehicle for gardening, hauling, snow removal, & more. Customer also buy a tractor for style. Sears has the largest selection of tractors from the No. 1 brand in Lawn & Garden. Sears offers: Craftsman Husqvarna On the next few slides we will quickly review the different types of tractors.

21February 2012 Monthly Theme Lawn Tractors & Yard Tractors Lawn Tractors (LT) – Ideal for lawns up to 2 acres with flat surfaces and few obstacles Yard Tractors (YT) – Ideal for yards one acre or larger and can be used on any terrain.

22February 2012 Monthly Theme Garden Tractors and Zero Turn Tractors Garden Tractors (GT) – Will do everything the yard tractor will do, as well as ground engaging jobs such as tilling and cultivating. Zero Turn (ZT) Tractors – Ideal for large yards or yards with obstacles such as trees and flower beds. Not recommended for uneven terrain.

23February 2012 Monthly Theme Rear-Engine Riders Craftsman Rear-Engine Rider – Ideal for lawns under one acre, the 28” deck fits through most gates. Craftsman RER-1000 Rear-Engine Rider – Versatile, nimble lawn machine with a 30” deck, easier to maneuver and can go where regular tractors can’t.

March Monthly Theme Shiftstarter – “The Customer Experience” Week Four March 2012

25February 2012 Monthly Theme The Customer Experience  Understand that customers expect service that is seamless.  Discuss how to provide this type of service and how to dazzle customers when we do so. Note: Use training material from Achieve Global’s “The Customer Experience Tool Kit”

26February 2012 Monthly Theme The Customer Experience – Reference Tool Review “The Customer Experience” reference tool Discuss how teams should use this tool