Sears ‘Expert Advice’ Service Aims To Improve Appliance Store Experience

Sears is introducing a new service, dubbed “Meet With An Expert,” that connects online home appliance shoppers with informed employees in store. The new service provides shoppers with the chance to select an appliance and click a link to set up a meeting with a store associate, the retailer noted.

The shopper selects a store, provides basic contact information and designates a desired appointment date in a five-day timeframe, further noting a preference for morning, afternoon or evening hours, Sears stated. At that point, a knowledgeable Sears home appliance associate from the local store calls the member back to set up the specific visit time. If the shopper has a schedule change, Sears noted, the representative will help reschedule the appointment.

At the appointed time, the shopper proceeds to the Meet With An Expert spot in the store home appliances department, where the shopper can rendezvous with an employee who can help the customer compare models, answer questions and highlight product features.

“Choosing an appliance is a big decision, involving many options,” said Leena Munjal, svp/customer experience and integrated retail, Sears Holdings. “Meet With An Expert gives our members a personalized experience that builds on the research they’ve already done online. Our knowledgeable associate will know the appliances our member is interested in and offer advice specific to their needs.”