Discover how selling extended service contracts can boost revenue by identifying customers who haven't purchased one yet. Learn how to navigate the ESC opportunities report to target potential customers effectively. Action: Watch the video to explore the process of creating and sending personalized ESC pitches to customers.
Selling Extended Service Contracts (ESC) Post-Sale
Key Steps
Access the ESC Opportunities Report
Navigate to the Point of Sale (POS) menu.
Click on “Reports.”
Select the “ESC” tab.
Click on “ESC Opportunities.”
Set the Date Range
Adjust the date range to view customers based on your preference (e.g., today, month to date, year to date).
If searching for a specific customer, utilize the search field or advanced filters.
Review Customer Information
Click the black arrow next to a customer’s name to view their purchase history.
Click the order number to see the details of the actual order.
Click the customer’s name for more detailed customer information.
Generate and Share the Solicitation Letter
Click on “Share Letter” and then “Print” to generate the solicitation letter.
Review the letter, which includes a pitch for the ESC, the purchases made, and coverage options.
Ensure the customer can easily fill out the form and return it to the store.
Configure ESC Solicitation Settings
Navigate back to the menu and click on “Point of Sale Settings.”
Select “ESC Solicitation” to review and set solicitation options (brochure only, brochure with ESC form, or brochure with multiple products).
Ensure pricing details for each warranty are correctly set up in the ESC solicitation setup.
Set Up Pricing for ESCs
Click on the “ESC Solicitation Setup” button.
Select the manufacturer, category, type, and price threshold.
Input the corresponding warranty prices and click “Update” to save.
Verify ESC Pricing in Action
Return to the ESC opportunities page to confirm that the pricing details appear correctly in the solicitation letter for selected customers.
Send Solicitation Emails
Instead of sending individual letters, use the “Share Letters” button to send the solicitation email to all selected customers at once.
Click “Send” to distribute the letters to the entire list.
Cautionary Notes
Ensure that all pricing details in the ESC solicitation setup are accurate and up-to-date to avoid customer confusion.
Double-check the customer information before sending out the solicitation letters to ensure relevance and accuracy.
Be mindful of any customer privacy policies when handling customer data.
Tips for Efficiency
Regularly update the ESC solicitation settings to reflect any changes in pricing or product offerings.
Schedule a routine check of the ESC Opportunities Report to maintain a consistent outreach effort.
Utilize templates for the solicitation letter to streamline the process and save time.
Consider batch processing for sending solicitation emails to minimize time spent on individual customer outreach.
By following these steps, team members will be able to effectively identify and reach out to customers who did not purchase an extended service contract, thereby enhancing revenue opportunities and customer satisfaction.