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 MFS Hires Two Corporate Trainers
MFS recently hired two corporate trainers, David Beckerjeck and Meghan Hearty. Beckerjeck and Hearty will be responsible for providing educational and motivational training to MFS retailers as well as MFS sales representatives.
"We are thrilled to have David and Meghan on our team. With their diverse backgrounds, both will offer innovative ideas and tools to MFS retailers to help them grow their protection plan business," said Alan Salmon, MFS president.
Beckerjeck brings with him a wealth of training expertise, which will be invaluable to both retailers and sales representatives. His experience will allow him to consistently work to improve the quality
of training for MFS retailers.
Hearty's previous experience in the home furnishings industry make her a key asset to MFS, as she
will closely identify with MFS retailers while helping them to grow their protection plan business.
myService by Montage
Spend your time selling furniture...instead of maintaining staff and infrastructure to assist your customers on manufacturer-provided warranty claims. myService by Montage allows you to:
Save money: Montage will handle this service only when your customers are in need of service, so you will not incur the operating expenses necessary to maintain a full-time customer service staff and management. You'll save money on salary, benefits and overhead, as well as freeing up managers to work on revenue generation - adding an immediate boost to your bottom line.
Save time and hassles: Put quite simply - we'll take care of your customers' manufacturer warranty claims and any problems that may arise. Your customers will benefit from service provided by live customer service agents, while you dedicate your time and your staff's time to revenue-generating areas, rather than cost centers.
Benefit from established relationships: Our long-standing relationships with professional cleaning and repair technicians will save you money on overall service costs paid out. Technicians who visit your customers' homes must maintain an outstanding record for prompt, courteous, effective and professional service.
To find out more information, please call 1.800.449.1476.
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Quarterly Connection Tip: How to Sell Solid Surface Protection Plans
When selling a solid surface protection plan or a combination plan remind the customer that it is important to protect all of her furniture. Ask her to consider the items that are put on solid surfaces and think about the damage that those can cause, i.e. glass rings, burns and heat marks. Remind her that Murphy's Law does not discriminate and protecting her solid surface furniture is just as important as protecting her new sofa.
How to Sell Mattress Protection Plans
When selling mattress protection plans, try to sell the plan not the pad. This strategy adds to the customer's
perception of the plan's value. Give the customer an overview of plan coverage, terms and conditions and
remind her that this protection plan keeps her manufacturer warranty in effect.
Although the plan has more value than the mattress pad itself, explain to her that a replacement pad is provided if covered stain or damage occurs. Depending on the plan your store is selling depends on how many replacement pads the customer is allotted, up to three replacement pads on Premium and Essential and one replacement pad on basic Mattress.
To get more helpful hints on selling protection plans please contact your sales representative. To obtain contact information for your sales representative, please call 1.800.449.1476.
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Quarterly Service Metrics
(Results are from 10/1/08-12/31/08)
Total calls answered: 49,439
Calls answered in 30 seconds or less: 81.12%
Technician service in the customer's home within 10 days or less: 83.87% | |
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"The quality and effectiveness of MFS' in-store training has proved extremely valuable. MFS' "promise" training message has helped our sales associates better understand and drive the furniture protection plan category. MFS' helpful and knowledgeable sales reps have given our sales associates increased confidence in selling furniture protection plans. This boost in confidence has resulted in an increase in protection plan close rates."
Tony Kemp
Home Furniture
Lake Charles, LA
"The customer service is exactly what you told us, right down to the time it will take to get replacement product. We no longer hear complaints about the length of time our customers waited on hold to exercise their warranty, and if any one of our employees has a question about the warranty itself, you are always just a phone call away."
Richard Stevens
Stevens Furniture
Melbourne, FL
How are we doing? Give us your feedback by emailing us at service@montagefs.com
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Contact Information:
Consumers can file a claim by contacting the MFS Customer Service Department:
Phone: 1.800.686.5559
Email:claims@montagefs.com
To place an order for protection plans or point of purchase materials contact the MFS Order Department:
Phone: 1.800.449.1476
Fax: 1.800.560.3293
Email:service@montagefs.com
For questions on pricing or plan coverage contact the MFS Sales Department:
Phone: 1.800.284.6786
Email:salesinfo@montagefs.com
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