Customer From “we will call you” to “what day is convenient for you”

1. Installation Selling Communication Sears Approved Provider Installation Date Selection at RegisterBy Customer Installation Date Selection at Register - January 2009

2. Why?Increasing installations sold with merchandise is a win for the customer, a win for the Provider, and a win for Sears • Customer • From “we will call you” to “what day is convenient for you” • Sears is the only big box retailer offering Customer Scheduling Option at the point of sale for home appliances • Provider • Sell more installations as associates offer installation more consistently and confidently • Installation penetration increase (installs/install potential) • Schedule predictability based on understanding customer preferences • Sears • Increase Installation Revenue • Customer and provider confidence leads to repeat business and referrals Installation Date Selection at Register - January 2009

3. Concept Has Been Thoroughly Tested and Now Is Ready to Roll Nationally (over 38,500 orders!) • Customers rate the markets better on customer surveys in “Arrive on Time” AND “Total Score” metrics • Provider response and performance has been positively impacted with this implementation • Service Order capacity is evenly spread throughout the week • Saturday is the least requested installation day of the week, comprising only 13% of total orders • No customer was able to choose a Sunday as an installation date • Daily capacity spikes are not a concern • Only 50% of installations are requested within the first four days • Next day installation requests are reasonable • Installation penetration has increased in the markets • Associates are asking our customers about installation more consistently • Conversion has increased • The test has produced only positive results Installation Date Selection at Register - January 2009

4. Provider Instructions For Successful Implementation • Remember: Customers now pick their installation date when purchasing their product at the store. Through this process, the installation date is entered onto the sales check and onto the Installation Service Order • This will make your conversation a little different when you first call the customer since the customer has already selected the installation date Installation Date Selection at Register - January 2009

5. Accepting an Order • Check dispatch inbox as often as possible, at a minimum of once an hour, even on Saturdays & Sundays • Check service orders for same day (water heaters) and next day installation dates • Accept or decline order immediately upon review. Note: declines should be non-existent or infrequent to assure a positive customer experience • When you accept the order, make sure you update the service order notes • If you decline, make sure you update notes as to why and/or contact the National Installation Office per your District Contract Manager’s direction. This will help with the re-dispatch of the service order. Meeting the customer date is critical • Use the print version of the Service Order for all information. Installation Date Selection at Register - January 2009

6. Always Review: • What the installation schedule date is • What product is being installed • Where the merchandise is located • When the merchandise is available • Where the job is located • What install codes are being used • Any special instructions that have been added Installation Date Selection at Register - January 2009

7. After the Immediate Review of the Service Order: • Within 24 hours of receiving the dispatch, call the customer to confirm the installation date that is listed • *Important*: Since the customer selected the installation date, the wording of the conversation is extremely important and should convey that you understand they selected the date and your call is just a confirmation • Confirm a 4 hour installation time window with the customer • Offer to call the customer again the day prior to installation with a reminder and follow through accordingly or if you were unable to determine a 4 hour installation time window on the initial call • If the service order shows merchandise at the customer address, confirm with customer that they do have the product or are having home delivery of the product • Once the date and location have been confirmed, update the service order with the installation date and customer contact information Installation Date Selection at Register - January 2009

8. Updating the Service Order: • Make sure that any and all changes discovered during the customer communication are added by you to the Service Order • Assure that all pre-qualifying questions are discussed with the customer during initial point of contact • Check all scheduled service orders daily to see if any changes have been made. Changes in product availability will automatically be updated on the Service Order but there is no other notification to tell you an update has been made • If the merchandise is at an MDO, you may pick it up the day it is available at the MDO or any day prior to the installation Installation Date Selection at Register - January 2009

9. Final Reminders Before Installation Day: • If you have not set a 4 hour window and/or if you promised to call the customer with a reminder, contact the customer the day prior to installation • Always leave the customer a phone number where they can contact you • Print all Service Order forms needed for installation and remember to make a copy for the customer (print the most recent Service Order if changes were made) Installation Date Selection at Register - January 2009

10. Installation Day: • Verify all merchandise is available • Verify all paperwork is available and printed • Verify schedules • If not at home, call customer from your vehicle and leave message • If you are running late, call customer to let them know • Reschedule if only absolutely necessary and update the Service Order Installation Date Selection at Register - January 2009

11. Final Thoughts • Always update the Service Order with current status and customer contact information • Please take all necessary steps to assure we meet the date promised to our customer at the register • Rejected orders immediately put our customer commitment at risk • Next Day installation code (01000) will no longer display on service order – always use the customer schedule date which may be next day • Customer communication is essential • Over 38,500 orders have demonstrated a better customer experience AND better provider fulfillment Thanks for your commitment to the customer!!! Installation Date Selection at Register - January 2009