Qualifiers
Fact or Fiction
Guided Help/SAC
Misc.
Specifics
100
If the appliance is out of warranty and doesn't have an extended warranty plan, would it qualify for Appliance Care?
Yes, you may offer the plan as long as the appliance is in good working condition.
100
Fact or Fiction?
Can you sell to someone who lives in Alaska?
Fact. As long as they are in the continental United States, including Alaska and Hawaii.
100
Should you review Guided Help before scheduling service?
Yes, we should check Guided Help before scheduling service.
100
What information do we give to the consumer after they have purchased the Appliance Care Plan?
A. Plan Number, Service Reference Number
B. Plan Number, Work Order Number
C. Plan Number
C. Plan Number. Per the SOP, we provide the plan number BEFORE closing the D&G portal.
100
Can you sell a D&G plan to a consumer even if they already have an extended service plan?
No. Extended warranties can not be combined.
200
True or False?
Appliance Care can ONLY be sold on appliances that are in warranty and have a functional failure.
False. The appliance can be in or out of warranty. The appliance can be IW and be in good working condition. The OOW appliance MUST be in good working condition to offer.
200
Fact or Fiction? I need to know the price of the appliance as part of the qualification process.
Fact! We will need to know the price. If information is missing when generating the quote, you may ask the consumer, or we can find this in Product Info under the Master SKU Info.
200
True or False?
I can schedule service even though I am sending the vent test kit.
False. The consumer will need to receive the part and call us with the results before we are able to schedule a service appointment.
*If the consumer refuses the Dryer Vent Test Kit, you may schedule service, provide the Warranty Neutral Verbiage, and document in the SR that the consumer refused the kit, insisted on service, and was advised of potential fees.
Save-A-Call SOP.
200
After clicking Get Service Plan Quotes, what login information do you enter? 
Whirlpool Login.
200
What are some of the benefits to a consumer for purchasing a D&G Service Plan?
A. Low monthly payments and food loss coverage
B. Low monthly payments and cosmetic coverage
C. Low monthly payments and accidental damage coverage
C. Low monthly payments and accidental damage coverage.
300
The appliance must be less than $10000 to qualify?
True or False?
True. The appliance must be less than $10,000.
300
Fact or Fiction?
I need the consumer's telephone number to connect to PCI Pal.
Fiction. You will use the interaction ID to connect the call.
300
Do we need to review Guided Help if the consumer states, "Just schedule service, I have a warranty"?
Yes. We need utilize Guided Help to potentially save the call and the consumers time/money. Go be their hero!
300
When scheduling service, you get a 2009 or 2012 error code, can you offer the plan?
Yes. I would let my lead know so they can submit for service and I would offer the plan.
300
Is it required to choose a wrap up code after every call?
Yes! Every call should have a wrap up code. These can be found in the SOP.
Appliance Care SOP https://docs.google.com/document/d/1oYA_PtRrTW7X1SC2G4nM0DIUvS87OKcfOoQdlSdRVYg/edit
400
True or False?
If the consumer is the current owner of the appliance, does it qualify for Appliance Care?
True.
They do not necessarily have to be the original owner, but have to be the current owner.
400
Fact or Fiction?
If you sell a D&G Service Plan, does that require documentation in the SR?
Fiction! You are not required to document in the SR or the object section, as this is done electronically.
400
If the consumer calls in stating they have a broken part, and Guided Helps shows it listed in green, I can send the part to the consumer at no charge?
True or False?
False. When a consumer has a part that shows in green in Guided Help, under Visibly Failed, Broken or Missing Parts, this part requires service.
400
If the consumer calls in and they currently have a D&G plan, do we handle the call?
No, since there is no opportunity for a sale.
IF the appliance is in warranty and in need of repair, we can transfer it to the Service Main queue.
UNLESS the call is due to accidental damage or accessory coverage, we would provide the D&G phone number.
400
If there isn't a wrap up code that fits the category as to why the consumer didn't purchase, I don't need to choose a code.
True or False?
False! When there isn't a category, you will enter a note in Cloud, FIRST, as to why the consumer didn't purchase. 
Then you will go back to wrap up codes and choose other reason and click done. 
500
If the appliance has a resolved recall, does it qualify for Appliance Care?
True or False?
False. Appliances with recalls, resolved or not, do not qualify.
500
Fact or Fiction?
If you experience issues with the D&G website, do you contact D&G for assistance?
Fiction! Per step 5 of the SOP, please contact VLS for assistance.
500
If you were able to SAC, how would you document in the SR?
On the third level, SAC-Troubleshooting or SAC-Part Sent MUST be selected.
500
If the model number shows invalid in the D&G Portal, you would:
A. Review the D&G Appliance Care SOP and complete the D&G Invalid Model Number Form.
B. Advise the consumer that the model number is incorrect
C. Refer the consumer to D&G for assistance
A. Review the D&G Appliance Care SOP and complete the D&G Invalid Model Number Form.
500
All I have to do is select the wrap up code and let the ACW timer expire to record the wrap up code?
True or False?
False! You MUST hit done for the code to be recorded. Otherwise, it will select default. :(