Increasing Attachment Rate: Associates Share Tips for Exchange Protection Plan Sales
When it comes to telling shoppers about Exchange Protection Plans, Fort Drum Exchange Customer Experience Associate Marie Cordero keeps it personal.
“Know about your shoppers. Is this purchase for their kids? If so, we all know that things can get knocked around or dropped with kids,” said Cordero, whose store topped Eastern Region in attachment rates last year. “If it’s a computer for them, well, do they ever drink coffee at their computer? Have a power surge?”
Cordero shares with customers that she has an Exchange Protection Plan for her watch, which has given her peace of mind for something she wears every day.
Exchange Protection Plans on eligible items guard against the most common factors that can damage or destroy items: accidental damage from handling (on portable electronics); breakdowns because of heat, dust, and humidity; power surges; and wear and tear. The plans come in varying lengths, from one-year to lifetime warranties and start as low as 2% of the item’s price.
Associates like Cordero play an important role in helping shoppers choose an Exchange Protection Plan for eligible purchases like electronics, jewelry, appliances and more.
“I know the ins and outs of the program so I can highlight how EPPs benefit my customers,” said Yamillie Negron, a customer experience associate at Fort Buchanan, which led the Exchange in EPP sales in 2022. “I love electronics and working in PowerZone. I buy stuff all the time for my grandsons, so I can share my own experience—I’m not just selling something.”
Most electronics receive additional benefits with an Exchange Protection Plan, as well, including 24/7 tech support to assist with new device setup, smart home setup, Wi-Fi troubleshooting, settings optimization and more. Shoppers purchasing Apple products can add AppleCare+ protection, which covers screen damage, theft, batteries and more and connects shoppers with Apple experts to resolve issues.
Camp Casey Exchange Senior Store Associate Kim, Hui-chung sums up the plans to give customers the bottom line: “An Exchange Protection Plan will save you time and money by covering you from unexpected costs on repairs or replacements.”
Kim is part of a Camp Casey Exchange team that had an attachment rate of 22.88% in 2022, seven percentage points higher than the next highest store. Camp Casey management encourages success by rewarding—and motivating—associates with monthly and quarterly awards. The team also emphasizes establishing a rapport with their shoppers.
“Explain the benefits of EPP right away without interrupting the flow of conversation,” said Senior Store Associate Kim, Kyun.
If shoppers decline to add the plan, associates can let them know that they have 45 days to change their minds as long as they have their receipt and the item is in its original condition.
For all the top-performing associates the Exchange Post interviewed, having a relationship with their shoppers was key.
“I love working with our customers and know a lot of them by name,” Negron said. “They trust me.”
That connection allows associates to use their knowledge to benefit shoppers.
“I care about them, and I don’t want anything bad to happen with their purchase,” Cordero said. “Shoppers can tell if you actually care.”
