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1PLAN PLUS PROTECTION PLAN
“PROVIDING REAL SOLUTIONS TO YOUR CUSTOMERS
FURNITURE CARE NEEDS”
THIS TRAINING IS PRESENTED BY GUARDIAN PROTECTION PRODUCTS


DOCUMENTS IN YOUR TRAINING PACKET

Ashley Training Manual

Guardian Terms and Conditions

1Plan Plus Warranty Cover Page

Ashley No Use No Lose Certificate

Cost To Repair Sales Tool

1Plan Plus Coverage Pocket Card

Daily Goal Pocket Card

1Plan Plus POP Review

Guardian 1Plan Plus Brochure

Ashley/Guardian POP Order Form

Guardian Furniture Care Products

GUARDIAN PRODUCTS INTRODUCTION

Since 1977, Guardian Protection Products has been earning the reputation of being a leader in the furniture protection industry by building value and integrity in our products, our services and our furniture protection plans. Guardian’s culture of “Perfection in Protection” leads to customer satisfaction and increased revenues for our retailers. Our strength, stability, and experience provides our retailers with a high level of confidence each time they present and deliver a Guardian fabric, leather, wood, motion or mattress protection program.

Located in Hickory NC, Guardian Protection Products commitment to world class service has earned it an A+ rating from the Better Business Bureau. Guardian partnered with AIG, the world’s largest underwriter, to deliver fully insured underwritten furniture protection plans. The added security of being underwritten provides protection to both Guardian and our retailers from the ever changing state regulatory requirements.

Also Guardian is driven to provide the best furniture care products in the industry. Next generation protection and cleaning products provide fast, effective solutions to your customers’ furniture care needs. Our research and development team utilizes cutting-edge technology and the most stringent testing standards in the industry. All of our products are made in America and contain no bleach, no harsh solvents and are VOC compliant.

Guardian understands the key to success is ensuring that your store team isproficient on building value by communicating and demonstrating the many features and benefits ofour programs. Training and continued support will bridge a partnership to grow your business. Partnering with Guardian ensures you will deliver superior service, furniture care products and an excellentexperience for your customer.

RPM INTERNATIONAL:

Guardian Products is owned by RPM Inc., an international leader in specialty coatings and sealants. RPM Inc. is a $4.5 billion Fortune 1000 company with many brands you’re sure to recognize such as Rust-Oleum and DAP. The good news for you is RPM provides Guardian Protection Products the stability and financial support necessary to maintain our quality customer call center, qualified furniture technicians and the assurance that each warranty sold will be backed for the entire warranty period.

Premium 1Plan PLUS Five Year Protection Plan Coverage’s

Term: 5 Years

Invoice Limit: $20,000

1. FABRIC:

a) Accidental stains caused by any food or beverage normally consumedby humans; mold and mildew stains caused by food or beverage spills;stains caused by human or pet bodily fluids.

b) Accidental stains caused by grass, grease, ballpoint pen ink, iodine, nailpolish, cosmetics, lipstick, crayon, and shoe polish.

c) Accidental rips, cuts, punctures or burns from a single relatableoccurrence.

d) Accidental stains from nail polish remover.

e) Accidental stains from marker, gum.

f) Accidental breakage of frames, springs, and sleeper, reclining,inclining, heating, and vibrating mechanisms will be covered after themanufacturer’s warranty has expired.

2. LEATHER/VINYL:

a) Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; stains caused by human or pet bodily fluids; grass, grease, ballpoint pen ink, iodine, nail polish, cosmetics, lipstick, crayon, and shoe polish. Rips, cuts, punctures or burns from a single relatable occurrence.

b) Accidental stains from nail polish remover.

c) Accidental stains from marker, gum.

e) Accidental breakage of frames, springs, and sleeper, reclining, inclining, heating, and vibrating mechanisms will be covered after the manufacturer’s warranty has expired.

3. WOOD AND HARD SURFACE:

a) Accidental stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; Breakage of wood frame or structure or other hard surface from single incident; gouge, heat mark or liquid ring from single incident; accidental breakage of glass or mirror components (with the exception of crowned or curved glass).

d) Accidental chip, scratch or breakage of glass or mirrors and loss of silvering on mirrors including crowned or curved glass.

f) Accidental stains from nail polish, nail polish remover and gum.

4. AREA RUGS:

a) Accidental stains caused by any food or beverage normally consumedby humans, human or pet bodily fluids, grass, grease, ballpoint pen ink, iodine, nail polish, nail polish remover, cosmetics, lipstick, crayon, and shoe polish.

c) Accidental stains from gum.

5. LAMPS:

a) Accidental breakage, damage to electrical switch or cord. Stains and tears to lamp shades.

*Coverage’s Are for Accidental Occurrences from a Single Incident

Customers Should Report All Claims To Guardian Within 30 days

PROGRAM COVERAGE COMPARISON CHARTS

GUARDSMAN COVERAGES / Fabric / Leather / Wood
Food or beverage stains / x / x / x
Human or pet bodily fluid stains / x / x
Ballpoint pen ink / x / x
Nail polish/nail polish remover / x / x / x
Puncture, cut, tear, rip / x / x /
Burn / x / x / x
Heat mark / x
Springs, frames, certain mechanisms / x / x
Checking, cracking, bubbling, peeling of finish / x
Scratch, gouge, chip / x
Breakage / x
Liquid mark or ring / x
Loss of silvering on mirror / x
Chip, scratch, breakage, of glass or mirrors / x
REPORT ALL CLAIMS WITHIN FIVE (5) DAYS
GUARDIAN PRODUCTS 1PLAN PLUS COVERAGES / fabric / leather / wood / area rug / lamp
Food or beverage stains / x / x / x / x / x
Human or pet bodily fluid stains / x / x / x / x
Grass or grease stains / x / x / x / x
Ballpoint pen ink, crayon, shoe polish or cosmetics stain / x / x / x / x
Stains from nail polish, nail polish remover or gum / x / x / x / x
Accidental rips, cuts, burns or punctures** / x / x
Checking, cracking, bubbling, or peeling of finish** / x
Liquid rings, gouges, heat marks** / x
Breakage of the wood frame or other hard surface** / x
Chip, scratch or breakage of glass or mirrors, loss of silvering on mirrors / x
Frames/springs/mechanisms covered after manufacturer’s warranty expires / x / x
Accidental breakage, damage to electrical switch/cord. Stains and tears to lamp shades / x
REPORT ALL CLAIMS TO GUARDIAN WITHIN 30 DAYS
Some exclusions apply. See protection plan for complete details.
**From a single specific incident

GUARDIAN PRODUCTS CUSTOMER SERVICE

Guardian takes pride in providing your customers with the most positive claim experience possible, with knowledgeable customer service specialists and quick and efficient claims processing. And best of all, warranties are underwritten and insured by AIG so your customers can be assured their plan will be in effect for the full 5 years.

Guardian’s Customer Service Call Center is the best in the business.

•Because of our attention to detail and our customer’s needs, Guardian has been awarded an A+ rating by the Better Business Bureau, the highest rating possible. Guardian has achieved this rating six years straight.

•Our call center is staffed with specialists who are thoroughly trained to help your customers maximize their benefits in a personal and friendly manner.

•Staff members are monitored daily to ensure accuracy in all facets of the claims process.

  • Monthly training from a certified call center trainer provides on-going development.

•Guardian’s positive work environment maximizes employee retention.

•Our call center is conveniently located in Hickory NC.

•We have a network of high quality, insured, bonded and reputable service technicians with a record of 80% first visit completion.

Guardian will provide customers with a review of coverage option.

•We support your customer’s right to dispute the outcome of a claim decision.

•Our Review of Coverage process affords the customer opportunities to provide further clarification regarding their initial claim. This additional information will be thoroughly reviewed and evaluated to more accurately determine claim eligibility.

•Customer Service is available across North America with toll-free telephone access, fax access, and e-mail support.

GUARDIAN CUSTOMER SERVICE TESTIMONIALS

Dear Guardian,

We invested in the warranty program knowing that we had a newborn on the way. When our baby had an accident, we realized we couldn’t find our warranty. You guys allowed us to register a new warranty and helped get us a new seat cushion. I would definitely take advantage of the program again. Jay-Washington

Guardian, I found the warranty experience to be easy and professional. The technician came to my house within a week and took care of the problem immediately. I would recommend this program for anyone who was buying furniture. Nicole Wasson-Texas

Wow, this insurance policy was the best money ever spent! I will continue to buy one in the future. Thank you so much. I look forward to having my new replacement furniture. A. Zink-Pennsylvania

Dear Retailer, thank you, thank you. I hate to admit this but my husband and I never thought we would need this warranty, but thankfully the saleswoman convinced us we did because of where the furniture was going. Before you knew it, we had a tear and within a couple of weeks you guys delivered a brand new sofa to our home. Belinda Davenport-Utah

Just wanted to let you know I just spoke with your representative and she is just so helpful. I am not only pleased with you backing your warranty, but you and the technician were very courteous. Your rep was also helpful with the different fabrics and what to avoid. I am very happy with the experience and will buy the warranty again on my new furniture. T. Zimmerman-California

Just wanted to let you know that I got my replacement table today. They replaced it with the same style I had! Thank you.Iamvery impressed with your service. D. Gall-Virginia

Jason,

I want to thank you so much for all your help in this matter. It is comforting to know that some organizations still value customer service. My wife and I will definitely purchase the protection again on our new sofa. You and your company have been nothing but great to work with. J. Whitmore-Arkansas

Eric, I am amazed how often customers call me with a stain or damage so soon after receiving new furniture and saying what a mistake it was not to purchase the protection program. It kills me to tell them it’s too late. Margaret, Customer Service Director-Texas

Hi. My name is Annette M and I just filed a claim with a Maria in your claims department, and I just wanted to let you know what a great job she did.Really… it was a painless, effortless process thatis usually a disaster... so I know you get a lot of complaint calls but I just want to congratulate Maria on a great job. Annette

“This is Jean in NC. I have just talked to Linda about a situation with a chair and I just wanted to report to you that she wasso helpful, so polite, andso pleasing to talk withand sometimes on the customer service line you don’t always hear that. And I would really like to commend her for the way she handled it… and she deserves a raise.” To have a customer with a very real potential to be disappointed… do nothing less than sing your praises… THAT is a true example of EXCELLENCE in CUSTOMER SERVICE!!!

Thank for your prompt attention to my claim. It’s refreshing to know there are companies like yours that still honor their products and back it up with due diligence when there is a problem. James (Texas)

Dear Ms. Stevenson, thank you so much for your response to my letter. Because of your prompt attention given to me last week, I would like to commend you on your fine customer service.Good customer relations are thesource of repeat business and the heartbeat of a successful firm. I appreciate your quality care and commitment to your customers.Thank you very much for quality service. Sincerely, Charise (PA)

Dear Jeff, I want to thank you personally for your kindness while assisting us. I usually am very hesitant when considering the purchase of additional insurance on furniture. I can say that the policy I purchased with Guardian Protection Products has helped to make this experience a blessing instead of a nightmare. So please say Thank You also to Guardian for me.” Ron (Arkansas)

Dear Sir, I wanted to take this opportunity to email you about the awesome service I received from one of you employees. She has been so easy to work with throughout this process with the replacement of my sofa. She is always very prompt in her response to me and always very informative when I have questions or concerns. This would have been a very stressful process without the prompt and detailed information I have received from Lula. Jane (Texas)

WHAT HAPPENS WHEN YOU SELL A GUARDIAN 1PLAN PLUS PROGRAM

Store

  1. Sale associate should provide the customer the Guardian Tear Sheet so they know the details of the plan.
  2. Sale associates should use the new Guardian specific sku when writing the order
  3. No additional paperwork has to be completed by the associate, store or customer
  4. It’s important to obtain the email address from each customer at the time of sale because this information will be used to email the customer all of their warranty documents.
  5. In the event the customer does not have an email address provide the customer a copy of the Guardian Terms and Conditions and a copy of the Guardian Cover Page. Note: Manually providing these documents to customers without email addresses is a temporary process. A permanent process will be forthcoming.
  6. Provide the customer with a completed ‘No Use No Lose Certificate’ with invoice.

Turner/Ashley Corporate

  1. Will gather customer plan information electronically and provide to Guardian. The frequency of transmitting that information to be determined.

Guardian Products

  1. Upon receiving the electronic data will email the Terms & Conditions and Cover Page to the customer.
  2. Coming soon will be a Customer Service Portal that will allow the customer to check claim status, upload pictures for claim purposes, and obtain warranty documents.

Customer

  1. Customer should maintain all purchase related documents such as the invoice, Terms & Conditions and Cover Page.
  2. Call Guardian at 1-800-527-8485 within 30 days to file all claims.

Without a doubt the’ No Use No Lose Program now being offered by Ashley Home Furniture is a Win for Ashley, a Win for the customer and a Win for the sales consultant. Because Ashley BELIEVES so strongly in the NECESSITYof their furniture care program as it relates to customer service, they are willing to extend it to your customers at ZERO RISK. This is not a sales gimmick, but rather a way for Ashley to ensure that customers are cared for as they live with and enjoy their furniture purchase.

#1: The Win for AshleyHome Furniture is they now have a way to drive customers back into the store at the end of their warranty period to apply the total value of their 5-yr plan investment to another purchase…and all without spending a penny on advertising. Secondly, the program allows Ashley to stay competitive with other furniture retailers who also offer a program of this kind to their customers. And by giving the customer an authentic certificate filled out by the store it communicates how much Ashley believes in this program. It lends credibility, transparency and value.

#2: The Win for the customer is there is absolutely no risk involved. If they have an accidental stain or damage claim they get to utilize all of the benefits of the furniture care plan including full replacement of the item. If they do not have a claim then they will be able to use the full value of their 5-yr plan investment toward another purchase. There is really no way for the customer to lose. In other words; No Use No Lose.

#3: For the associates the biggest Win will be improved sales performance in their furniture care plan. One of the best ways to use this new program is in handling customer objections and building additional value. About any objection that you have received over the years for fabric, wood or leather can be answered with the No Use No Lose program.

For example; here are just a few typical objections when the customer is buying fabric, leather or wood furniture:

  • We don’t eat on our furniture
/
  • Our kids are grown and gone

  • This furniture is going into a room we don’t use
/
  • Nothing happened with our last furniture

  • We will only use our dining room sparingly
/
  • No one will ever see our bedroom group

  • We’ve never needed a program like this before
/
  • We plan on being real careful

Here is just one way to use the ‘No Use No Lose’ to respond to objections:

  • We don’t eat on our furniture: Ashley recognizes there are customers who simply do not eat on their furniture which is why we include a No Use No Lose promise with every furniture care plan. We believe so strongly in what this plan provides in total furniture care we offer our plan at absolutely no risk to our customers. In other words, if you don’t use it you won’t lose it. Here is how it works…
  • Our kids are grown and gone: Ashley recognizes that once young children are grown and gone the chances for accidents are not as great which is why we include a No Use No Lose promise with every furniture care plan. We believe so strongly in what this plan provides in total furniture care we offer our plan at absolutely no risk to our customers. In other words, if you don’t use it you won’t lose it. Here is how it works…
  • We will only use our dining room sparingly: Ashley knows that not everyone uses their dining room furniture on a daily basis…but for special occasions only. This is why we include a No Use No Lose promise with every furniture care plan. We believe so strongly in what this plan provides in total furniture care we offer our plan at absolutely no risk to our customers. In other words if you don’t use it you won’t lose it. Here is how it works…

As you can see the message doesn’t really change from one objection to another. Once you have responded a few times using the No Use No Lose program you will be able to respond to any objection immediately. At the end of the day the real message going forward is Ashley has created a furniture care plan that makes it easy for any customer to say YES!!