 MFS Introduces "I Promise" Selling Concept
MFS has taken a new approach to in-store training and has introduced a new Training DVD. The DVD introduces a new, "I Promise" selling concept.
The "I Promise," concept positions MFS Protection Plans as a promise that the dealer makes to the customer. The promise is not that mishaps won't happen; the promise is that MFS won't let the customer live with the compromised furniture that may result from those mishaps. MFS's role is to keep the sales person's promise to the customer.
The "I Promise" concept is successful because it removes the negative emotion of fear that many consumers have when buying furniture. Using the "I Promise" concept gives the customer another reason to buy furniture from you.
To obtain a copy of the new MFS Training DVD, please contact the MFS Order Department at 1.800.449.1476.
Upgrades to MFS's Online Plan Printing System
Online plan printing has become the fastest growing, most popular plan distribution option. Online
plan printing allows retailers to enter consumer registration information into a secure website and
print the consumer's protection plan document at the point of purchase.
MFS recently updated the plan printing website to make online plan printing more efficient and user
friendly. Plan documents will now be generated as an HTML document and will automatically prompt
the print queue. This will allow retailers that run a thin client system, in which there are "dummy" terminals on each desk, to print plans at any terminal. Adobe Reader will no longer be required.
If you currently use the online plan printing system, no changes are necessary.
If you have questions regarding this upgrade or if your store would like more information on this plan distribution option, please contact your sales representative. To obtain contact information for your sales representative, please call 1.800.449.1476.
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| Quarterly Connection Tip: What to do When a Customer Loses her Protection Plan
If your customer loses her plan, do not give the customer a new plan document. The best thing to do
is to give her a copy of her receipt and provide her with the claims department phone number (1.800.686.5559). MFS will then be able to determine what type of plan she purchased, and provide service
based on that plan's coverage. This is especially important if you changed the plan or plans you offer in your store(s) (i.e. Changing from Preferred to Premium), because all customers will not be entitled to the same coverage. The customer will be provided service based on the plan they bought, not the plan your store is selling today.
For further questions regarding protection plan service, please call the MFS Claims Department at
1.800.686.5559.
How to sign up for Online Replacement Authorization
Receiving replacement authorizations from MFS is convenient through our online MFS Dealer Portal. The
MFS Dealer Portal allows you to view and print part and piece authorization forms at the click of a button.
To set up these options, please call the MFS Order Department at 1.800.449.1476.
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Quarterly Service Metrics
(Results are from 1/1/08-10/31/08)
Total calls answered: 163,419
Calls answered in 30 seconds or less: 82.18%
Technician service in the customer's home within 10 days or less: 80.32% |
