April 2012 monthly theme patio grills
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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

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April 2012 monthly theme patio grills
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.


April monthly theme grills patio
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.


April 2012 monthly theme patio grills

April Monthly Theme Patio Furniture Assembly & Delivery Week One

April 2012


Agio patio furniture
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.


Agio patio furniture1
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.


Setup instructions for table from 9 pc panorama set
Setup Instructions for Table from 9 pc Panorama Set


Set up instructions for table from 9pc arcadia set
Set Up Instructions for Table from 9pc Arcadia Set


Agio patio furniture2
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


Agio amalfi collection
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


Agio patio furniture3
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


Patio furniture
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.


Patio furniture1
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.


April 2012 monthly theme patio grills

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


April 2012 monthly theme patio grills

April Monthly Theme Grills and Patio & Vital BehaviorsWeek Two

The Vital Behaviors that PREDICT Legendary Customer Experiences in Home Delivery

April 2012


Predict vital behaviors overview
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


Explanation
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.


Demonstration
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


Information
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


Concerns addressed
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


April 2012 monthly theme patio grills

April Monthly Theme Gas Grill Delivery & AssemblyWeek Three

April 2012


Gas grills
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.


Gas grills1
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


Kenmore elite gas grills
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


Setting up a kenmore elite 5 burner industrial gas grill 16139
Setting up a Kenmore Elite 5 Burner Industrial Gas Grill - 16139


Setting up a kenmore elite 4 burner industrial gas grill 16139
Setting up a Kenmore Elite 4 Burner Industrial Gas Grill - 16139


Setting up a kenmore elite 4 burner industrial gas grill 161391
Setting up a Kenmore Elite 4 Burner Industrial Gas Grill - 16139



April 2012 monthly theme patio grills

April Monthly Theme Vital Behavior - Rapport Week Four

April 2012


Predict vital behavior rapport
PredictVital Behavior - Rapport

  • Show building Rapportwith customers segment from Predict Vital Behaviors Video


Predict vital behavior rapport1
PredictVital Behavior - Rapport

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