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 some one lives in Alaska?
Fact.
100
True or False?
Although I have sent a vent test kit out, I can still schedule service as well?
False.
The consumer will need to get the test kit and use it before we can schedule service.
100
If the consumer does not have their serial number, we can not offer Appliance Care?
True or False?
False.
Let's review the SOP: https://docs.google.com/document/d/1oYA_PtRrTW7X1SC2G4nM0DIUvS87OKcfOoQdlSdRVYg/edit
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 need to pull Guided Help on each call and link the appropriate article?
True.
Guided Help will typically open automatically and we do want to link the article that relates to the consumers call.
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
When reviewing Guided Help, if the reason for the call is listed in Hot Topics, I would link that article to the SR and move forward?
No. Hot Topics are brand, model and/or often times serial number specific. It is imperative that you cross reference the consumers appliance with the article.
300
What information do we give to the consumer after we have purchased the D&G Repair and Protect Plan?
A. Plan Number, Service Reference Number
B. Plan Number, Work Order Number
C. It isn't required to give any information
C. We do not need to offer any information, the consumer will receive their information either via email or snail mail.
300
If the consumer has a D&G plan and calls in to schedule, do we handle the call?
If the consumer is in warranty with Whirlpool, we would handle the call.
If they are calling about an accidental/accessory issue, we would connect to D&G.
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 a consumer calls in with a broken part and Guided Help has it highlighted in green, I can send the part to them at no charge?
No. We need to open Guided Help on each call and then review Visibly, Failed, Broken or Missing parts. Any part that is in green, requires that we schedule service.
400
If the consumer says they got their unit on a date that is under a year from the goods issue date(in eCRM), but 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. Enter the date of delivery in eCRM to launch the portal and make the offer. Once that is completed, (whether they purchase or not) you MUST go back and remove the date of delivery in eCRM.
400
Are you required to choose a wrap up code on every call or only the calls that purchase a D&G plan?
We do need to choose a wrap up code for every call.
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 my consumer says they "just need service", do I need to review Guided Help?
Yes. We need to ensure that we have gone through all possible troubleshooting to save the consumers time/money and be their hero!
500
If the model number shows invalid in the D&G Portal, you would:
A. We will need to complete the D&G Invalid Model Number Form found in the D&G Appliance Care SOP.
B. Advise the consumer that the model number is incorrect
C. Refer the consumer to D&G for assistance
A. We need to complete the D&G Invalid Model Number Form found in the D&G Appliance Care SOP.
500
When you have a call that doesn't fit in to one of the categories, you just click other and you are done.
True or False?
False. When you choose the "other" code, we must type in a reason.