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1(OPENING)
2AGENT: Thank you for calling Sears Parts Direct. My name is _______. What part can I order for you today?
3
4(ACKNOWLEDGENT)
5MEMBER: I need to place an order for part. Model no. 123456789. I need a filter. 
6AGENT: Thats Great! I'll be more than happy to assist in getting this part.
7
8****After this, make sure to pull up the members profile in Ciboodle. The statement below is a sample scripting if member has profile in Ciboodle. 
9
10(VERIFICATION)
11***Muti task while doing the verification. Used LIS, CIBOODLE or Searspartsdirect.com in locating the part.
12
13AGENT: To start, am I speaking with Ms. Roberts?
14MEMBER: Yes.
15AGENT: Are you still at North River Road?
16MEMBER: Thats right. 
17
18***You may ask this fact finding question if you are unable to locate the part info yet.
19AGENT: 
201.Ms. Roberts, Do you have the part# for this filter?
212.Where is this part located? 
223.whats the shape of this part?
234.what material do you think its made of?
245. Kindly describe to me, how this part looks like?
25
26AGENT: I have now the part estimated arrival date is _____ for normal shipping. 
27MEMBER: Okay. 
28
29***after finding the part. You may proceed in offering the Essentials and Related parts unless mwmber asked for the price of the part. ALWAYS offer RELATED PARTS/ ESSENTIALS.
30
31AGENT: Ms.Roberts, May I ask, what do you currently use to clean the coils of your fridge?
32(Discovery Question)
33
34MEMBER: Oh.. I dont use any. I didnt know that it needa to be cleaned. 
35
36AGENT: Oh...I see. Cleaning the coils of your fridge reduces energy cost. (FEATURE AND BENEFITS)
37As a maintenance it is highly reccommended by the manufacturer for you to use a Coil Brush and its on sale now for ( price of the part). 
38Lets go ahead and add this to your order. 
39
40***if member says yes. Add the part and proceed to the payment page. 
41***if member says no. Used rebuttal statement like....
42If SYWR member:
43I can go ahead and give you $10,20,25,50 ( whichever is applicable) back in points to your shop your way account by adding this part into your order. How does it sound?
44
45If Non SYWR member
46
47I can go ahead and give you $5, 10 discount in your order upon adding this item in your order. How does it sound?
48
49***If member says yes. Proceed to payment page. Give the total amount not the sub totals.
50
51AGENT: The total amount in this order inclusive of shipping and tax is ______. 
52Will you use your sears card in this order?
53
54MEMBER: No. I will use a Visa Card. 
55(DONT FORGET TO CLICK ROD)
56
57AGENT. May I have the card #?
58MEMBER: 4568 *** **** ****. EXPIRATION 10/19.
59AGENT: Thank you.
60(READ THE DISCLOSURE STATEMENT)
61I will send you an email confirmation about this order. Are you still using the same gmail.com email address?
62(EMAIL VERIFICATION: Use only the domain.)
63MEMBER: Yes. Same email.
64
65(PLACE THE ORDER. GET THE ORDER #. DO NOT GIVE IT, UNLESS MEMBER ASK OR IF THEY DONT HAVE AN EMAIL)
66
67AGENT: I went ahead and placed the order. Kindly check your email for the invoice. 
68
69Self service option:
70
71AGENT: You can check the status of your order online. Just log on to www.searspartsdirect.com/orderstatus.
72
73Email Invitation: (Only say this if member has an email)
74
75AGENT: You may also receive an email survey about our service today. As your reference again, my name is ______.
76
77TTL OFFER (ONLY IF MEMBER IS ELIGIBLE. MAKE AURE TO PRE QUALIFY THE MEMBER FIRST BEFORE OFFERING) 
78
79AGENT: As a thank you in placing an order today, I would like to give you a Free in Home consultation for your Home Improvement. 
80You can choose from...... (state the products that we offer in members location based from what we have in TTL web form).
81Which one would you like to try?
82
83***If member says Yes. TRANSFER TO HIS.
84***If member says No. Used the spiel below.
85AGENT: Just keep sears in mind, for your future home improvement needs.
86
87CLOSING: 
88We're all set. Its a pleasure working with you today. 
89Thank you for calling Sears.