1. call to close
partnership to best-in-class service every day

2. Overview
When: On 05/15, you will begin leveraging call center agents to enhance the in-home experience for your members.
What: Prior to the end of the service call, you will contact a service advocate to speak with the member to ask a series of questions about their repair experience.
Objective: The goal of the test is to drive revenue and repeat business from each call by ensuring we deliver a best-in-class service with a complete repair solution to every member, every time.
Note: This call is not and should not feel the same as the technician hotline experience.

3. Things to Know What is the purpose?
Will this be on all calls? What about multiple attempts?
When am I making the call in the home? Won’t this hurt my productivity?
How long will it take the advocate to answer the call?
What phone number am I dialing?
Am I using the member’s phone or my own?
Will these advocates also process sales? Do I need to call Tech Inbound also?
What if a member doesn’t want to talk to the advocate?
What questions is the advocate asking? (More to come!)

4. member engagement
Your role as a technician

5. The In-Home Experience: Summary
GREET
SOLVE
INFORM
COMPLETE
BEGIN THE RELATIONSHIP
DETERMINE A SOLUTION
PROVIDE A FULL SOLUTION
GUARANTEE FUTURE BUSINESS
Bring your appropriate handouts into the home with you.
Give a warm welcome with a confident smile and eye contact.
Ask open-ended questions like “When did you last perform the recommended maintenance?” and “Who services your other appliances?” to learn about the appliance & member needs.
Discuss how various maintenance tasks can help prevent certain repair concerns.
Review complete repair solution with cleaning service and savings with Sears Home Warranty.
Discuss repair completed, discussing proper usage and care.
Introduce the cleaning service if you haven’t already or for the remaining available appliances.
Inform member its time to get them in contact with the service advocate to review final details.
Confirm any additional VASP solutions.
Clean work area. Demonstrate value to the member by showing before/after.
Say thank you! Complete ‘something more’.
“While I cleanup and prepare your service order for payment, I’m going to have you speak with a service advocate to review some final details about today’s call.”

6. Member declines repair/repair cannot be completed.1
Conduct repair diagnosis, offering SHW and other items, and present member with their complete repair solution.
Complete repair. 2
Prior to completing and closing out service order, technician informs member its time to contact service advocate.
Member declines repair/repair cannot be completed.
“While I cleanup and prepare your service order for payment, I’m going to have you speak with a service advocate to review some final details about today’s call.”

7. Setting Up the Call
It’s important the member understands this is a part of the in-home experience, and not an additional activity. How you introduce the call, most importantly your tone of voice when introducing, will set the expectation. The member needs to see this is important to ensuring we have helped them to the fullest extent possible – we are committed to a WOW experience every service call.
“While I cleanup, I’m going to have you speak with a service advocate to review some final details about today’s call.”
Introduce the Call
SHW Sold
“They will also process your Sears Home Warranty enrollment.”
Borrowing the Phone
“Would you mind if I borrowed your phone to dial in?”
Concerns using Member Phone
“This will allow me to complete the service order while you speak with them so I won’t keep you longer than needed.”
Avoid comments such as ‘this is part of the process’ or ‘I have to make this call’ or ‘my boss makes me do it’. The call is designed to help you AND the member. Does your tone represent this?

8. Technician places call to service advocate.
Things to Know Before You Call
You are still expected to make offers in the home (Sears Home Warranty, Cleaning & Maintenance).
You will need to inform the advocate of whether the repair was completed/declined.
The advocate’s role is to ask a series of questions to learn if a member has any concerns regarding their service experience, as well as provide support efforts to help close the in the home (SHW and C&M).
“Hi this is [tech name]. I’m here with Mr./Mrs. [last name]. We’re wrapping up their repair today. Would you mind to review their service call with them while I prepare the order?”

9. Technician places call to service advocate. What to Tell the Advocate
Member Name
Service Order Number
First or Additional Attempt
Completing Repair or Declined/Not Repairable
If member has agreed to Sears Home Warranty or Cleaning & Maintenance Services
Note: If member has said no, the questions the advisor will ask will uncover this information and they can assist you in making the offer. There’s no need to state ‘the member doesn’t want these things’, but we do want to avoid offering something they’ve already agreed to.
“The Service Order number is [#######]. This is a first attempt and we were able to complete the repair today. She would like to enroll in Sears Home Warranty, the Whole Home plan.”

10. Advocate answers call.
Question Overview
Were you pleased with the care for your home and appliance during the service experience today?
What questions can I answer for you about the repair pricing options the technician presented?
Did you take advantage of our in-visit cleaning and maintenance service today?
Did your experience today guarantee you will use Sears as your service provider in the future? If so/not, why?
“Hi Mr./Mrs. [last name]. How are you today?... I have a few questions I’d like to ask about your service call to ensure there’s nothing else we can assist you with.”

11. Question 1
“Were you pleased with the care for your home and appliance during the service experience today?”
Intent/Purpose
Starting with a Care question demonstrates to the member their satisfaction is our #1 concern.
This question is designed to identify issues that are likely solvable by you, the technician, before you leave the home, even if it is a concern you did not cause.
This can help prevent recalls and later complaints that were preventable.
How to Address
The advisor will ask to speak back with you at the end of the call. If the member provides a concern, the advocate will provide direction on how to assist.

12. Question 2
“What questions can I answer for you about the repair pricing options the technician presented?”
Intent/Purpose
This question will help us identify whether the member clearly understood the options for repair, repair with Sears Home Warranty, and special discounts available if replacement was required.
The advocate will serve as additional support to help ensure the member is making the most educated decision about their repair.
How to Address
If the member states they did not hear options presented, the advocate will take time to educate the member on what is available.
If the member states they heard options but had more questions, the advocate will work to clarify concerns and support YOU in closing. You will both receive credit for the close.
If the member chooses to enroll and receive the 50% discount, the advisor will speak back with you to confirm so you can capture the appropriate coupon code.

13. Question 3 Intent/Purpose
“Did you take advantage of our in-visit cleaning and maintenance service today?”
This question will help us identify what questions the member may have had about the cleaning & maintenance services, as well as open the door to provide additional commentary on the value of the product, should the member have said no.
How to Address
If member states they did not take advantage of the offer, the advisor will re-emphasize the benefit of having the service completed on the appliance being repaired (or mention ‘on another Kitchen/Laundry unit’ if repair not being completed).
If you have informed advocate you are completing a Clean & Maintain service, the advocate will not ask this question.
If the member elects to have the service, the advisor will speak back with you to confirm so you can process the order and complete the work. Process instructions are available in TechAssist.

14. Question 3: Cleaning & Maintenance (SHS)
If member states they are interested but do not have time today, advocate will emphasize the prices offered are not available without current service, but there are discounts available when you don’t need a repair available at SearsHomeServices.com.

15. Question 4 Intent/Purpose
“Did your experience today guarantee you will use Sears as your service provider in the future? If so/not, why?”
Intent/Purpose
If member is satisfied enough to use us again, we did what we needed to. If they have any concerns, they likely do not trust us with their next repair and we need to learn why. We also may learn they are unaware of what else we can do.
Their response to this question will likely be tied more to a company issue than technician and may require a greater solve.
How to Address
If the member says yes, advocate will thank them for their time and business and disconnect the call.
If the member says maybe, the advocate will ask if there is anything additional we could do today or in the future to secure this role for them.
If the member says no, the advocate will ask if they would mind to clarify what their concerns were for how we could do better in the future and how we could make things right for them personally.
Based on member feedback, transition into the escalation process.

16. Call to Close Escalation Process
Defining Solvable
Can Tech solve?
Can advocate solve?
Can tech leadership solve?
Environmental based, such as removing trash.
Member presents complaint to advocate. Can technician solve? No No
Can Advocate solve?
Not currently an active channel for resolution.
Yes
Yes
Can leadership solve?
Technician behavior based, controllable (tech hygiene, tech was rude, etc.)
Advocate speaks with technician. Provides information on how to resolve.
Not currently an active channel for resolution
Advocate offers to escalate concern to the leadership for hr contact. Member demand immediate?
Follow Call Center escalation procedure. Member satisfied?
Yes No
Advocate speaks back with member. Technician corrects concern.
Advocate docs concern and s district leadership.
Yes No
Call CTR calls district leadership.
Leadership contacts member to provide resolution.
Member concern resolved.