Qualifiers
Appliances must be less than this dollar amount to qualify for FPR and R&P.
Less than $3000
The consumer has had service in the last 30 days, do you handle this call or transfer this call?
Transfer that call to Service Main.
Every call I take should have a wrap-up code!
True or false?
TRUE! There may be some calls that don't fit the pre-made codes but, you want to choose other and put a note in Cloud.
How many appointments must be available in the portal to sell the out of warranty plans?
There must be at the very least, 3 appointments.
Appliances located in Hawaii do not qualify for the D&G plans.
True or False?
False. The plan is offered to anyone in the continental US including Alaska AND Hawaii.
The consumer calls and states that his neighbor Bob looked at his washer today and said it needs a new tub. Do you handle this call or transfer it?
You can handle the call and offer the plans, provided the appliance has not been diagnosed or discussed with a service provider obtaining a quote within the last 30 days. This excludes neighbor Bob, plumbers, and electricians.
What wrap-up code would you choose if the consumer declined the offer stating that he doesn't need another monthly payment?
OOW - Not booked - Monthly payments
Where can you find the out of warranty script?
In the D&G Fixed Price Repair/Repair & Protect Plan Out of Warranty SOP in Step 1.
https://docs.google.com/document/d/1OjjP_6RFF2uqVkMEmp3Io8Ns224KijLpfPZkEmFFJa8/edit
I rent an apartment/house and I do not own the appliances, can I buy a plan?
No. The plan is only offered to the current owner of the appliances and since I rent and do not own the appliances, I am not eligible.
Consumer purchased a washer from Costco a year and a half ago, do you handle or transfer?
Transfer, this appliance is still in warranty.
What wrap-up code would you choose if the appliance purchased was $3,200?
OOW - Not booked - Appliance Price
If the consumer calls in and states they called in previously and was offered a monthly service plan, is it required that you read the script in its entirety?
No. If the consumer references the monthly service plan or repair and protect, etc, you do not need to offer FPR again. You would however want to cover the cost of the plan and read the regulatory statement verbatim and finish out the script.
Can you sell a plan to a consumer who purchased their appliance from a rental company, ie. Rent A Center, Aarons, Buddys, etc.?
The keyword here is purchased. If they are no longer making payments on the appliance and they now own that appliance, they would qualify for the plans, go make that sale!
The consumer is calling to schedule service, they are out of warranty and have a current D&G plan, do you handle this call and schedule or transfer?
We would transfer this call to D&G. We only schedule with D&G when we make the sale, after that, the consumer needs to contact D&G to schedule service.
Which wrap-up code do we use if the consumer declines your offer for FPR and R&P stating he is unable to afford the cost?
OOW - Not booked - Plan price too high
If the consumer has a home warranty, are you able to offer the plan?
YES! While there are benefits to having a home warranty, our plans cover some things that the home warranty doesn't, such as accidental damage impacting the function of the appliance.
Also, did you know that most (if not all) home warranties have a deductible? FPR & R&P do not. :) Go sell that plan.
Appliances that have had a repaired recall item will qualify for the plans, true or false?
False. Any appliance that has had a recall, fixed or not, do not qualify for these plans.
The consumer has an extended warranty with their dealer, handle or transfer?
This one is tricky. While we would not handle the call, they are not eligible for the D&G plans since they have a warranty, we do not transfer to external numbers. We can offer the phone number to their dealer (if we have it in the phone list) and they can dial direct.
Which wrap up would you use if the consumer stated that their refrigerator caught on fire?
OOW - Safety Issue/Concern
You make the offer to the consumer and their response is "I have a 10-year warranty, why do I need a plan?"
What is your response?
Please understand that the limited parts warranty only covers a few limited parts. So you will still have to pay for labor, diagnostics and any additional parts that are required to complete the repair. I would be happy to review the repair options available or answer any questions you may have.