July 2012 – Monthly Theme – Customer Care

1. July 2012 – Monthly Theme – Customer Care • Note to LCM: This deck has four segments intended to be shared with your delivery teams over a four week period. • Week One reviews the PredictModel Vital Behaviors related to Customer Care • Week Two discusses VRU Changes • Week Three discusses Pre-Call / 30 Minute Call Ahead • Week Four discusses Shiftstarter – Entering the Customer’s Home • Review all slides before presenting. • Review supporting materials/documentation prior to your presentation.

2. July Monthly Theme – Customer Care • The purpose of the Monthly Theme is to assist ourDelivery teams in gaining a better understanding of the products that they deliver. This also supports the expectations of our customers who want the delivery teams to be subject matter experts on the products they deliver. • Suggested Vital Behaviors from the Predict model and a Shiftstarter module have been included. • Recommendations for a Monthly Theme Presentation: • LCMs should meet with MDO Mgrs in advance to review/discuss • Provide products as visual aids • Print out copies of the slide deck and supporting materials (such as product information) and post in the stand up area for teams to review after your presentation. • Use this time to promote improving the customer experience.

3. July Monthly Theme Customer Care & Vital BehaviorsWeek One The Vital Behaviors that PREDICT Legendary Customer Experiences in Home Delivery July 2012

4. Predict Vital Behaviors Overview • Every delivery provides us with opportunities to provide our Customers with Legendary Customer Experiences in Home Delivery. On the following slides, we will review the following Predict Vital Behaviors for delivery: • Preparation • Rapport • Explanation • Demonstration • Information • Concerns Addressed

5. Identify Preferred Delivery Time Windows for customers in order to make these a priority throughout the day. • Pre-Call every Customer on your Route in before/during Load-out • Determine if any deliveries are likely to require additional accessories and ensure the accessories are loaded on the truck before departure (e.g., Unsold Hook-up during Delivery Event). • Identify and resolve any issues with the Sears team during the load-out process. • Discover deliveries marked “pre-inspect” or damaged boxes so they can be inspected during load-out. • Note any cases of multiple delivery attempts or RORs that may signal a frustrated customer. • Review the products for the day and begin planning what you will tell customers about their new products.

6. Contact customers before arrival when running behind schedule and work with the customer to resolve issues. • Stand a few feet away when the customer opens the door and smile while greeting the customer. • Look for any potentially negative reactions of customers to your appearance and ask colleagues for feedback to ensure you present a professional appearance to customers. • Discuss multiple delivery attempts with the customer right away to understand the customer’s expectations for the delivery. • Greet the customer by his or her name and tell the customer you are from Sears Home Delivery. • Engage the customer in friendly conversation, but taking care to avoid discussing anything that a customer could perceive as uncomfortable or inappropriate. • Avoid any conversations with other members of the delivery team that might make a customer uncomfortable (e.g., speaking to the team in another language in front of the customer that he or she can not understand).

7. Measure the opening to the basement and explain to the customer why you will need to remove the door. • Describe any potential for causing damage as well as any existing damage in the home to the customer. • Show the customer the new packaged Accessory Kit and explain how it helps protect the customer. • Provide the customer with an estimate of how long the delivery will take and explain the reasons why. Always walk the path

8. Offer to clean the area or allow customer to clean the area occupied by the old appliance. • Offer to remove refrigerator contents if not already removed before taking away the old product. • Ask a customer to look at the product and confirm that it has been leveled to her satisfaction. • Ask the customer to read the temperature reading on your heat sensor. • Tell the customer what you are doing as you test the features of a new product. • Ask the customer to try using certain features of the product herself to ensure they are functioning properly.

9. Review Owner’s Manual with customer • Explain that a new sound, noise, or smell is normal for the new appliance • Instruct customer on best way to clean their new appliance, such as a new stainless steel surface • Use of special products, such as HE detergents • Explain water saving features of new washing machine or dishwasher

10. Apologize for any additional service recovery stops / RORs. • Politely explain the reasons why you can not perform any services and alternative options for the customer. • Face the customer when speaking and watch and listen for signs the customer is concerned or upset. • Ask a customer if there is anything else you can do to ensure she is satisfied with her delivery. • Explain to a customer steps she can take if you are not able to fully address her concerns. • At all times, avoid any actions that might appear to be soliciting a tip from a customer. • Identify any damage that may have occurred during the delivery and explain the steps you will take to fix the damage or resolve the issue to the customer.

11. Resources • Predict Model Video • Predict Model Poster

12. Overview of July Monthly Theme • In the coming weeks we will review the Predict Model and Customer Care. • Week of July 2nd • – Predict Model • Week of July 9th • – Customer Care – Driver VRU • Week of July 16th • – Customer Care – Pre-Call /30 Minute Call Ahead • Week of July 23rd • – Shiftstarter – Entering the Customer’s Home

13. July Monthly Theme Customer Care – Driver VRU ChangesWeek Two July 2012

14. Customer Care & VRU • Driver VRU Changes • Drivers call in with ALL details, explain why it’s an exception • ALL measurements are needed for walk the path, not just for one or two doors • If wrong size was purchased, customer may return to store to buy a different model. • Measurements provided to CCN would then be available to Sales Associates who can then “sell” the right size to the customer. • When asking a customer for “5s”, be careful on how you ask your customer. They should not feel pressured.

15. Recent Driver VRU Changes – Effective 5-2-12 • New 3rd Party business has made it necessary to separate the way we handle SEARS and 3rd Party driver needs. • Effective May 2, 2012, a change was made to the information prompts in the Driver VRU. • The Stop Number is now the information that routes the call to the correct CCN team. • Previous Process - Delivery team was asked for the stop number when option 1 update stops is selected. • Effective on May 2 - the delivery team is now asked for the stop number when option 3 or 4 is selected. • Entering the stop will identify the customer order type. • The customer order type will enable the system to route the call to the correct CCN Team who can assist the delivery team and our customer to a timely resolution.

16. Recent Driver VRU Changes – Effective 5-2-12 • As always, the delivery team should not ignore the VRU prompts and wait for the call to be transferred or press zero. This action can send the call to the wrong CCN team, which will delay any help required. • An example of the specific change to the call flow can be seen on the next slide.

17. VRU Message (no changes) Sears Home Delivery! Para Espanol, oprima dos Route id and # key successfully enter To update completed stops, press 1 To check voicemail, press 2 (when a voicemail is pending) For damaged merchandise, press 3; for all other questions, press 4 Ok, let me get some one to help you. Actions (change) First, please enter your route ID, followed by the # key. Thanks - (no change) Please enter your stop number, followed by the pound key (#) (no change) You have XX voicemails (no change) Please enter your stop number, followed by the pound key (#) (NEW) The call will be directed to the specific call center team for the delivery order type (NEW). Recent Driver VRU Changes – Effective 5-2-12 Specific change in the call flow:

18. July Monthly Theme Customer Care – Pre-Call & Call AheadWeek Three July 2012

19. Customer Care – Pre-Call & Call Ahead • Pre-Call • 30 Minute Call Ahead

20. Pre-Call / 30 Minute Call Ahead Delivery Notification Process INTRODUCTION: • The “Pre-Call” / “30 Minute Call Ahead” process is intended to reduce incomplete deliveries. • When performed, the process will enhance the Sears Customer experience by ensuring the Customer requirements / expectations are met and the Delivery Team is prepared and capable of performing as needed.

21. Pre-Call PROCESS STEPS: • Calls to Sear Customers may begin at 6:30 AM unless local ordinance prevents. • “Call Ahead” can be made enroute as indicated in Special Instructions or as needed based on product, delivery delays or other issues. See Appendix “A”. • Obtain the current delivery Manifests (see Exhibit) generated by EHDS (Enhanced Home Delivery System). • Starting with the first Sears order on the delivery manifest, dial the phone number of the first Sears Customer. • Delivery Customers that are not Sears Customers will have “NEW” noted after the Store number on the delivery manifest (future enhancement). These non Sears Customers do not require a Pre-Call. • If unable to reach the Sears Customer during “Pre-Call”, then a “30 Minute Call Ahead” while enroute can be performed. (See Appendix “A”: “30 Minute Call Ahead”) • “

22. Pre-Call • Greet the Customer, thank them for their purchase and introduce yourself as a member of the Sears Delivery Team. Advise the Customer as follows: “Good morning Mr. / Mrs. Customer! My name is (your name) and I want to thank you for choosing Sears Home Delivery. The address that I will be delivering to is (provide Customer address, City, Zip & Cross Streets) I see you will be receiving… (provide the quantity and merchandise description for all items being delivered). I show your delivery time window is between…(provide the time window). Do you have any questions or concerns? • NOTE:Be sure to remind the Sears Customer what services will be performed at the time of delivery based on the “Set-Up”, “Assembly” or “Leave in Carton” options the Sears Customer selected and are listed on the Manifest. • For Example, if the item is a refrigerator, let the Sears Customer know that you will notify them 30 minutes prior to delivery so that their in-home refrigerator can be emptied.

23. Pre-Call • Answer the Sears Customer’s questions and resolve any concerns the Sears Customer may have. • If assistance is needed, work with the Market Manager and/or Local Carrier Manager • If further assistance is needed due to merchandise or service issues, contact CCN

24. Pre-Call

25. Pre-Call

26. Pre-Call

27. Pre-Call

28. 30 Minute Call Ahead Process • The “30 Minute Call Ahead” process is intended to keep the Sears Customer informed, reduce Sears Customer concerns / calls during the delivery day and further improve completions. • Effective June 2012, the Carrier Agreement is being updated requiring Delivery Teams to call each Sears Customer 30 minutes prior to arriving at the Sears Customer’s premises, unless otherwise specified. • NOTE: The first 3 Sears Customers will not require a “30 Minute Call Ahead” if those Sears Customers were contacted and advised during the “Pre-Call” process.

29. 30 Minute Call Ahead Process • Sears Customers (4th stop and beyond) that were reached during the “Pre-Call” process will just need to be advised by the Delivery Team that they (the Delivery Team) are 30 minutes from the Customer’s premises. • If any Sears Customer was not contacted or left a voicemail during the “Pre-Call” process, then the Delivery Team will need to advise the Customer that they will be arriving within 30 minutes with the purchased merchandise listed on the delivery manifest. • Advise the Customer as follows: “Hello, Mr. / Mrs. Customer! My name is (your name) and I expect to be arriving at your address (provide Customer address, City, Zip & Cross Streets) within 30 minutes to deliver … (provide the quantity and merchandise description for all items being delivered) Do you have any questions or concerns?

30. 30 Minute Call Ahead Process

31. July Monthly Theme Shiftstarter – Entering the Customer’s Home Week Four July 2012

32. Shiftstarter – Entering the Customer’s Home Entering the Customer’s Home: • Greet each customer in a manner that makes the customer comfortable inviting us into their home. • Discuss the importance of the greeting and practice demonstrating genuine greetings for each customer.

33. Shiftstarter – Entering the Customer’s Home • Wait with a smile and demonstrate positive body language • Greet in a genuine and personalized manner. • Enter the customer’s home and explain what you’re going to do.

34. Shiftstarter – Entering the Customer’s Home Related PREDICT Vital Behaviors include: • Rapport • Explanation • Video clips for the above Vital Behaviors from the PREDICT Model video can be used to reinforce discussions of the “Entering the Customer’s Home” Shiftstarter.