April 2012 – Monthly Theme – Patio & Grills

1. April 2012 – Monthly Theme – Patio & Grills • Note to LCM: This deck has four segments intended to be shared with your delivery teams over a four week period. • Week One discusses Delivery & Assembly of Patio Furniture • Week Two reviews the PredictModel as it relates to Patio Furniture & Grills with a discussion of the Explanation, Demonstration, Information, & Concerns Addressed vital behaviors. • Week Three discusses Delivery & Assembly of Gas Grills • Week Four is focused on showing the PredictVital Behaviors video clip on establishing Rapport with the Customer, following by a team discussion. • Review all slides before presenting. • Review supporting materials/documentation prior to your presentation.

2. April Monthly Theme – Grills & Patio • 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/or Shiftstarter modules 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. April Monthly Theme Patio Furniture Assembly & Delivery Week One April 2012

4. Agio Patio Furniture • New for 2012, is the assembly of Agio Patio furniture for customers. (On-Line availability only) • Includes dining room sets, firepit chat sets, umbrellas, all-weather wicker and more. • Agio Patio Chairs will be assembled by MDO associates in the MDOs. • Agio Patio Chairs have round levelers on the bottom each leg, turn right to tighten, and left to loosen. • Agio Patio Tables & Umbrella Stands will be assembled by Delivery Teams at the delivery site (weather permitting). • Set-up instructions are included in patio furniture boxes. • Set-up instructions for Agio patio tables and umbrellas have been added to the Carrier Website.

5. Agio Patio Furniture • The Agio branded patio furniture includes the following “collections”: • The next two slides provide examples of what assembly guidelines look like for patio tables.

6. Setup Instructions for Table from 9 pc Panorama Set

7. Set Up Instructions for Table from 9pc Arcadia Set

8. Agio Patio Furniture Balmoral 3 pc Bistro set Patio Furniture is available for customers to create a total outdoor living space. There are several options for customers to choose. Different options are displayed on this slide. Palma 4pc Woven Seating Set Wessington 5 pc Set with Firepit built into table Sedona 7 pc Patio Furniture plus umbrella

9. Agio – Amalfi Collection • The Amalfi collection is the most diverse collection of Agio patio furniture. Options include: • 7 pc Dining Set (pictured below) • 5 pc Dining Set • 3 pc High dining set. • 4 pc Deep Seating Set (includes coffee table, sofa and 2 chairs) (pictured below) • Chaise, Ottoman and Square Table are also available

10. Agio Patio Furniture Grand Haven 9 pc Set plus umbrella Glen Falls 7 pc set plus umbrella Orleans 7 pc Set plus umbrella Tribeca 5 pc Set plus umbrella

11. Patio Furniture • Only Agio Lawn Furniture is assembled by MDOs and Delivery teams • If weather conditions prevent patio assembly, then the following options are available per Customer approval: • Assemble in the garage / carport (if available) • Leave in Carton • Reschedule • Use blankets to protect the patio furniture that is assembled within the MDOs or out of carton. • Re-use chair packaging material if available. • All other Lawn furniture is delivered as brown box only.

12. Patio Furniture • Most patio furniture is a “deliver in carton” process. Agio products are the only exception. • Many patio sets come in multiple cartons and typically are numbered 1 of 3, 2 of 3, etc. • Patio sets may also come with carton color coding. • Care must be taken when loading and handling glass patio tables. • Riding on delivery trucks for hours can damage patio furniture, especially tables, if not loaded and secured properly.

13. Overview of April Monthly Theme • In the coming weeks we will review the Predict Model and discuss delivering and setting up Grills. • Week of April 2nd – Patio Furniture Delivery & Assembly • Week of April 9th – Predict Modeland Patio & Grill products • Week of April 16th – Grill Delivery & Assembly • Week of April 23rd – Vital Behavior - Rapport

14. April Monthly Theme Grills and Patio & Vital BehaviorsWeek Two The Vital Behaviors that PREDICT Legendary Customer Experiences in Home Delivery April 2012

15. 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 as they relate to delivering Grills & Patio Furniture: • Explanation • Demonstration • Information • Concerns Addressed

16. Explanation • How do you show the vital behavior “Explanation” when delivering Grills & Patio Furniture? • Think of a past delivery that went well and share your story with the team. • Group discussion.

17. Demonstration • How do you show the vital behavior “Demonstration” when delivering Grills and Patio Furniture ? • Think of a past delivery that went well, and share your story with the team. • Group discussion

18. Information • How do you show the vital behavior “Information” when delivering Grills and Patio Furniture? • Think of a past delivery that went well and share your story with the team. • Group discussion

19. Concerns Addressed • How do you show the vital behavior “Concerns Addressed” when delivering Grills and Patio Furniture? • Think of a past delivery that went well and share your story with the team. • Group discussion

20. April Monthly Theme Gas Grill Delivery & AssemblyWeek Three April 2012

21. Gas Grills • Sears sells a variety of Gas Grill Brands, including: Kenmore Kenmore Elite Char-Broil Weber Jenn Air Masterbuilt Nexgrill Hamilton Beach Kitchen Aid • Sears Customers can arrange for assembly and delivery of their Gas Grills. • Assembly of most Gas Grills will be done within the MDOs.

22. Gas Grills • Assembled grills of all types must be handled with care. • Grills need to be padded and well secured on delivery trucks. • Hours of riding on delivery trucks can damage grills if not properly secured and handled. Kenmore 4 Burner Gas Grill - 16132 Kenmore 4 Burner Gas Grill Split Lid Gas Grill - 16656 Kenmore Gas Grill with Steamer - 16135

23. Kenmore Elite Gas Grills • Kenmore Elite Gas Grills typically requires Delivery Teams to do some minimal assembly, typically at the delivery location. • Assembly usually requires attachment of knobs, handles, shelves, cooking grates, racks, etc. This will vary by item. • An example of assembly guidelines (found in the owners manual) for the Kenmore Elite 4 burner industrial grill is provided on the next 3 slides. Kenmore Elite 5 Burner Gas Grill - 16161

24. Setting up a Kenmore Elite 5 Burner Industrial Gas Grill - 16139

25. Setting up a Kenmore Elite 4 Burner Industrial Gas Grill - 16139

26. Setting up a Kenmore Elite 4 Burner Industrial Gas Grill - 16139

27. Kenmore Elite 4 Burner Industrial Gas Grill - 16139

28. April Monthly Theme Vital Behavior - Rapport Week Four April 2012

29. PredictVital Behavior - Rapport • Show building Rapportwith customers segment from Predict Vital Behaviors Video

30. PredictVital Behavior - Rapport • After watching Predict Vital Behaviors video segment on Rapport, discuss video and team examples.