1April 2012 Monthly Theme April 2012 – Monthly Theme – Patio & Grills Note to LCM: This deck has four segments intended to be shared with your delivery teams over a four week period. Week One discusses Delivery & Assembly of Patio Furniture Week Two reviews the Predict Model as it relates to Patio Furniture & Grills with a discussion of the Explanation, Demonstration, Information, & Concerns Addressed vital behaviors. Week Three discusses Delivery & Assembly of Gas Grills Week Four is focused on showing the Predict Vital Behaviors video clip on establishing Rapport with the Customer, following by a team discussion. Review all slides before presenting. Review supporting materials/documentation prior to your presentation.

2April 2012 Monthly Theme April Monthly Theme – Grills & Patio The purpose of the Monthly Theme is to assist our Delivery teams in gaining a better understanding of the products that they deliver. This also supports the expectations of our customers who want the delivery teams to be subject matter experts on the products they deliver. Suggested Vital Behaviors from the Predict model and/or Shiftstarter modules have been included. Recommendations for a Monthly Theme Presentation: LCMs should meet with MDO Mgrs in advance to review/discuss Provide products as visual aids Print out copies of the slide deck and supporting materials (such as product information) and post in the stand up area for teams to review after your presentation. Use this time to promote improving the customer experience.

April Monthly Theme Patio Furniture Assembly & Delivery Week One April 2012

4April 2012 Monthly Theme Agio Patio Furniture New for 2012, is the assembly of Agio Patio furniture for customers. (On-Line availability only) Includes dining room sets, firepit chat sets, umbrellas, all- weather wicker and more. Agio Patio Chairs will be assembled by MDO associates in the MDOs. Agio Patio Chairs have round levelers on the bottom each leg, turn right to tighten, and left to loosen. Agio Patio Tables & Umbrella Stands will be assembled by Delivery Teams at the delivery site (weather permitting). Set-up instructions are included in patio furniture boxes. Set-up instructions for Agio patio tables and umbrellas have been added to the Carrier Website.

5April 2012 Monthly Theme Agio Patio Furniture The Agio branded patio furniture includes the following “collections”: AmalfiPalma ArcadiaPanorama BalmoralSedona Glen FallsTribeca Grand HavenWessington Orleans The next two slides provide examples of what assembly guidelines look like for patio tables.

6April 2012 Monthly Theme Setup Instructions for Table from 9 pc Panorama Set

7April 2012 Monthly Theme Set Up Instructions for Table from 9pc Arcadia Set

8April 2012 Monthly Theme Agio Patio Furniture Wessington 5 pc Set with Firepit built into table Sedona 7 pc Patio Furniture plus umbrella Balmoral 3 pc Bistro set Patio Furniture is available for customers to create a total outdoor living space. There are several options for customers to choose. Different options are displayed on this slide. Palma 4pc Woven Seating Set

9April 2012 Monthly Theme Agio – Amalfi Collection The Amalfi collection is the most diverse collection of Agio patio furniture. Options include: 7 pc Dining Set (pictured below) 5 pc Dining Set 3 pc High dining set. 4 pc Deep Seating Set (includes coffee table, sofa and 2 chairs) (pictured below) Chaise, Ottoman and Square Table are also available

10April 2012 Monthly Theme Agio Patio Furniture Tribeca 5 pc Set plus umbrella Orleans 7 pc Set plus umbrella Glen Falls 7 pc set plus umbrella Grand Haven 9 pc Set plus umbrella

11April 2012 Monthly Theme Patio Furniture Only Agio Lawn Furniture is assembled by MDOs and Delivery teams If weather conditions prevent patio assembly, then the following options are available per Customer approval: 1.Assemble in the garage / carport (if available) 2.Leave in Carton 3.Reschedule Use blankets to protect the patio furniture that is assembled within the MDOs or out of carton. Re-use chair packaging material if available. All other Lawn furniture is delivered as brown box only.

12April 2012 Monthly Theme Patio Furniture Most patio furniture is a “deliver in carton” process. Agio products are the only exception. Many patio sets come in multiple cartons and typically are numbered 1 of 3, 2 of 3, etc. Patio sets may also come with carton color coding. Care must be taken when loading and handling glass patio tables. Riding on delivery trucks for hours can damage patio furniture, especially tables, if not loaded and secured properly.

13April 2012 Monthly Theme In the coming weeks we will review the Predict Model and discuss delivering and setting up Grills. Week of April 2nd – Patio Furniture Delivery & Assembly Week of April 9 th – Predict Model and Patio & Grill products Week of April 16 th – Grill Delivery & Assembly Week of April 23 rd – Vital Behavior - Rapport Overview of April Monthly Theme

April Monthly Theme Grills and Patio & Vital Behaviors Week Two April 2012 The Vital Behaviors that PREDICT Legendary Customer Experiences in Home Delivery

15April 2012 Monthly Theme Predict Vital Behaviors Overview Every delivery provides us with opportunities to provide our Customers with Legendary Customer Experiences in Home Delivery. On the following slides, we will review the following Predict Vital Behaviors as they relate to delivering Grills & Patio Furniture: Explanation Demonstration Information Concerns Addressed

16April 2012 Monthly Theme Explanation How do you show the vital behavior “Explanation” when delivering Grills & Patio Furniture? Think of a past delivery that went well and share your story with the team. Group discussion.

17April 2012 Monthly Theme Demonstration How do you show the vital behavior “Demonstration” when delivering Grills and Patio Furniture ? Think of a past delivery that went well, and share your story with the team. Group discussion

18April 2012 Monthly Theme Information How do you show the vital behavior “Information” when delivering Grills and Patio Furniture? Think of a past delivery that went well and share your story with the team. Group discussion

19April 2012 Monthly Theme Concerns Addressed How do you show the vital behavior “Concerns Addressed” when delivering Grills and Patio Furniture? Think of a past delivery that went well and share your story with the team. Group discussion

April Monthly Theme Gas Grill Delivery & Assembly Week Three April 2012

21April 2012 Monthly Theme Gas Grills Sears sells a variety of Gas Grill Brands, including: KenmoreKenmore EliteChar-Broil WeberJenn AirMasterbuilt NexgrillHamilton BeachKitchen Aid Sears Customers can arrange for assembly and delivery of their Gas Grills. Assembly of most Gas Grills will be done within the MDOs.

22April 2012 Monthly Theme Gas Grills Assembled grills of all types must be handled with care. Grills need to be padded and well secured on delivery trucks. Hours of riding on delivery trucks can damage grills if not properly secured and handled. Kenmore 4 Burner Gas Grill Kenmore 4 Burner Gas Grill Split Lid Gas Grill Kenmore Gas Grill with Steamer

23April 2012 Monthly Theme Kenmore Elite Gas Grills Kenmore Elite 5 Burner Gas Grill Kenmore Elite Gas Grills typically requires Delivery Teams to do some minimal assembly, typically at the delivery location. Assembly usually requires attachment of knobs, handles, shelves, cooking grates, racks, etc. This will vary by item. An example of assembly guidelines (found in the owners manual) for the Kenmore Elite 4 burner industrial grill is provided on the next 3 slides.

24April 2012 Monthly Theme Setting up a Kenmore Elite 5 Burner Industrial Gas Grill

25April 2012 Monthly Theme Setting up a Kenmore Elite 4 Burner Industrial Gas Grill

26April 2012 Monthly Theme Setting up a Kenmore Elite 4 Burner Industrial Gas Grill

27April 2012 Monthly Theme Kenmore Elite 4 Burner Industrial Gas Grill

April Monthly Theme Vital Behavior - Rapport Week Four April 2012

29April 2012 Monthly Theme Predict Vital Behavior - Rapport  Show building Rapport with customers segment from Predict Vital Behaviors Video

30April 2012 Monthly Theme Predict Vital Behavior - Rapport  After watching Predict Vital Behaviors video segment on Rapport, discuss video and team examples.