Sears Dispute Sale Process
Sears Dispute Sale Process
Our
business partner, Sears, uses dispositions to help them understand their
business and processes. Therefore, it is important to be as accurate as
possible. In an effort to help our accuracy with Sears disputed sales calls and
the subsequent dispositioning of the calls, the following tips and refreshers
are listed below.
Sears investigates every disputed
sale. They are treated in the most serious manner. all are investigated
thoroughly and anyone involved in invalid sales activity will be subjected to
disciplinary action up to and including termination of the enrolling agent.
Identifying a Disputed Call
Please
keep in mind, often, the enrollment may not be a disputed sale but in fact
buyer's remorse. In these instances, a gentle reminder and clarification of the
enrollment process and/or warranty benefits can result in a retained sale. Only
when the caller clearly indicates the below should we begin to
view the enrollment as a potentially disputed sale. Do not
assume this to be the case until after all steps have been taken.
Dispute Enrollment Authorization
When
the caller clearly states any of the following, the call should be viewed as
a potentially unauthorized sale.
·
They did not authorize the charge itself
·
They did not provide billing information for the enrollment
·
They declined the offer to enroll or advised the agent they no
longer wanted to enroll in the warranty after the enrollment process began
Process to Handle Disputed Sales Calls - Authorizations
Assure the caller the matter is taken seriously and that the
matter will be addressed today. Apologize to the caller.
SAMPLE SCRIPTING:
"Mr./Mrs. ______, I am so sorry for this situation. Please rest assured
that we will take care of this for you today."
·
Remember to remain in a neutral and positive state, and focused
on the caller's needs
·
Proceed to begin the "fact finding" portion of the
interaction. Advise the caller you are here to help them but need clarification
on their concern.
·
Ask probing questions such as the following:
Dispute Reason | Probing Question |
Authorization | "Mr./Mrs.
_____, did you provide billing information to the agent?" "Mr./Mrs.
_____, you mentioned that you advised the agent not to continue with the
enrollment. Do you recall their name?" |
·
After the caller responds to the probing questions, educate them
on the cost, coverage or enrollment process as applicable. Explain the
warranty's benefits and be sure to clarify any previously misunderstood
information.
·
If the caller still disputes the enrollment, educate the caller
on the enrollment process.
SAMPLE SCRIPTING:
"Mr./Mrs. _____, our records show the transaction was completed using
your <checking account or credit card ending in (the last 4 digits)>.
This information would have been provided to the enrolling agent by the person
making the purchase. do you recall providing your information during your
conversation with the sales associate?"
· If the above re-education does not result in the customer
wishing to remain active, process the cancellation as requested using the
appropriate cancel disposition below. It is imperative that the
dispositions are used exclusively for disputed sales.
All
other cancellations must be dispositioned based on the reason for cancellation;
outside clearly disputed sales.
·
Before you complete the cancellation using the Sears -
Disputes Enrollment - Authorization disposition, we should reinforce
our investigation will continue. You should continue with the following:
SEVERE SCRIPTING:
"An unauthorized sale is extremely concerning to us. We will work with
the management staff to ensure appropriate action is taken, up to and including
termination. Before I complete the paperwork on the associate, I want to
confirm one last time that you, or anyone in your household, did NOT
authorize this charge?"
·
If the caller confirms they did not authorize the
enrollment, proceed with the cancellation using the disposition below:
Cancel Disposition | Definition |
Sears -
Disputes Enrollment - Authorization | Only use if
the caller clearly states: · They did not authorize the charge itself · They did not provide billing information for the enrollment · They declined the offer to enroll or advised the agent they no
longer wanted to enroll in the warranty after the enrollment process began |
Remember you should only utilize
the disposition if you have reviewed the scripting regarding the severity of
results above.
Other Types of Disputed Sales
(Sears
- Disputes Enrollment - Coverage / Sears - Disputes Enrollment - Pricing)
When
the caller clearly states any of the following, the call
should be viewed as a potentially disputed sale:
·
Caller advises the cost was understood to be $XX.XX
·
Caller advises the cost was to be annual rather than monthly
·
Caller advises the coverage was understood to include
<non-covered item>
Process to Handle Disputed Sales Calls - Coverage & Pricing
·
Follow the same call flow provided above
·
Utilize the below probing questions
·
Utilize the below disposition codes when the definition clearly
applies. All other cancellations must be dispositioned based on the reason for
cancellation; outside clearly disputed sales:
Dispute Reason | Probing Questions |
Coverage | "Mr./Mrs.
_____, you mentioned you thought a particular item was covered on the
warranty when it was explained to you at the time of enrollment. What did you
understand to be covered?" |
Price | "Mr./Mrs.
_____, you mentioned the cost of the warranty was not what you
understood at the time of enrollment. What did you understand the cost to
be?" |
Cancel Disposition | Definition |
Sears
- Disputes Enrollment - Coverage | · Used only when a caller clearly states they
understood <non-covered item> would be covered under the home warranty · Used only if a claim was denied on a
covered item · Used only if additional quantities of
covered items are denied claim coverage or additional quantities of covered
items are not available to be included as part of optional coverage additions
to the warranty |
Sears
- Disputes Enrollment - Pricing | · Used only when the caller clearly states
they were advised the pricing was different than the monthly amount charged · Used only when the caller advises they were
told the cost would be annually vs. monthly. · This is NOT to be used
when a caller wishes to cancel because of affordability issues or they feel
the cost is too high for the coverage |
TIMX Notations
Note the account clearly with the reason for the disputed sale.
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