Upsell

Revision Approved By: Casey Cullen 06/23/2014

After troubleshooting, if a product is found to be non-functional and is out of warranty as determined by the “Determining Warranty Status” process, you are required to attempt to upsell a new product of the same model or a model listed as a substitute for the original model if the original model is no longer available. You may also offer to upsell a substitute model if the consumer was displeased with the original model in general.

We are committed to providing the best possible service to our consumers. This includes offering an attractive solution to consumers who are no longer covered by warranty. In this endeavor, Spectrum Brands is providing significant discount pricing for out of warranty consumers as well as paying all shipping costs.

When you’ve determined it is appropriate to upsell a product, first gather all the information you’ll need, including the model you will be offering and the price. This will allow you to effectively communicate the upsell as a generous benefit to the consumer and increase the likelihood they will accept.

Example:
“Unfortunately there isn’t any additional troubleshooting we can do, and it appears your unit will need to be replaced. Your warranty is expired so I won’t be able to send you a replacement for no-charge, but I can offer you a very significant discount. I can send you a new toaster oven, the same model you have, for $20. And because we value you as a customer we’ll pay for the shipping.”

If the consumer declines the upsell and wants a no-charge replacement, it is generally appropriate to explain that our warranty is already one of the longest in the industry, and that we are offering a substantial discount.

Example:
“This toaster oven carried a two-year warranty, which is already one of the longest warranties in the small appliances industry. Because the warranty has expired, your product is not eligible for no-charge replacement. However, I’m offering you a substantial discount in excess of our warranty obligations, as well as offering to pay for the shipping. Would you like me to process the order for $20?”

In special situations it may not be appropriate to offer the upsell a second time. In these situations, or if after the second offer the consumer still demands a no-charge replacement, refer to the “Order Fulfillment Escalations” process. Per this process, the unit may be processed as a warranty order if the date code is within 5 years of the current date. If the date code is older than 5 years from the current date a warranty order cannot be placed for the unit.

• If the consumer is calling in regards to a return of an upsell, please see Upsell Return Request