The collected are the BEST PRACTICES by the top performers for Product Protection Plans. There are some common themes that run through each of their presentations, and those are:
- Offer to every customer
- Offer on every quote
- Offer for any refrigeration product
- Explain how it enhances the manufacturer’s warranty
- Sell it as enhanced “Peace of Mind” and “Enjoyment of Product”
Most also personalize their presentations by using humor about their own inability to repair things.
Build a relationship, and Build a customer for life.
Product Protection Plans Best Practices
- The main thing is that I don't ask as a question leaves room for a no... I just tell the customer I am adding it on and explain the benefits. That typically works the best.
- If I get push back, I break down the cost by year and explain how minor it is.
- And I will push for them to pay for it with their points if those first 2 don't work.
- I say, " you just made a huge investment and the last thing you want to do is worry about your appliances having an issue. In the event that something happens, you would only have to make one phone call and everything is taken care of. "
- Offer it on every quote and I explain why it will be beneficial to the customer.
- I always list the plan right under the appliance. If I have it listed multiple times on one quote, it makes it harder for the customer to say no to each plan.
- Ask when adding the appliance/grill to order and when they say no, say ok. Then ask right before checking out and if they say no explain why the NEED IT and advise they can use points to discount the purchase.
- I make sure to let customers know I ALWAYS recommend getting the protection plan with refrigeration because they typically only have a year warranty.
- I then go over the fast that it is all parts and labor, a $200 reimbursement if it goes out with food in it and if they don't have any issues, they get half of the money back
- If they seem a little unsure, I always tell them that I would get it myself because if I had to fix something, I would probably mess it up more which makes them giggle and think about that aspect
- Put it on every single quote you send. Even if you didn't talk about it yet send it. If they say something ugly, I say "system auto added when I sent quote"
- I tell them it is excellent value when they are making this kind of investment.
- Offer to every customer.
- Customers who come with order and know it all, I ask "in your research did you read about the service plan?" I always start by complementing the warranty. "Blaze has the best warranty with lifetime on as however it is only a parts warranty. IF you need service, they diagnose it over phone and you have to put it in. Service provides tech to come install it for you."
- Remind them that they are protecting their investment
- Explain that the warranty does all the leg work finding a licensed technician in their area, and covers a in home service making them not have to bring anything to a service center, major points when you say that the that the plan covers the labor fee when they come out
- Never sell a fridge without a 5-year plan.....because the manufacture warranty is for only 1 year
- Lastly, be sure to say that the 5-year plan has a 50% cash back in the form of a gift card if it is never used.