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?
No. The appliance would need to be in warranty to qualify for D&G Appliance Care.
100
Fact or Fiction?
You can sell to someone who lives in Alaska?
Fact. As long as they are in the continental United States, including Alaska and Hawaii.
100
Is it required that you review Guided Help on every call?
Yes. We do need to open Guided Help on every call.
100
What information do we give to the consumer after they have purchased the D&G Repair and Protect Plan?
A. Plan Number, Service Reference Number
B. Plan Number, Work Order Number
C. Nothing
C. Nothing. The consumer will receive their D&G information either by mail or email.
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 is for an appliance that is in warranty and in working condition?
False. The appliance must be in warranty but can be working or have a failure.
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. We can find this in Product Info under the Master SKU Info.
Appliance Care - IW working or not, under $10,000
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.
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 $8000 to qualify?
True or False?
False. The appliance must be less than $10,000.
300
Fact or Fiction?
I need the consumers 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
If the consumer says they got their unit on a date that is under a year from the goods issue date(in eCRM), but is MORE than 2 months out from the goods issue date (in eCRM)...can we offer Appliance Care if the date they give would still be in warranty?
Yes. If the consumer qualifies, enter the date of delivery given from the consumer to generate a quote. Once the call is done, whether they purchased the plan or not, go back to eCRM and remove the date of delivery.
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, it qualifies 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, that requires documentation in the SR?
Fiction! You are not even required to document the object, 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?
It depends.
IF the appliance is in warranty and in need of repair, we can handle the call.
UNLESS, the call is due to accidental damage or accessory coverage.
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, it qualifies 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, you contact D&G for assistance?
Fiction! Per step 5 of the SOP, please contact VLS for assistance.
500
If Guided Help shows a Hot topic for the consumers issue, I would link the article and move forward.
True or False.
False. When reviewing Hot Topic articles, these are brand and often times model and/or serial number specific. We need to cross reference these items with the appliance the consumer is calling in about.
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. :(