Integrated retailer Sears has rolled out a new service that offers personalized in-store consultative appointments to its online shoppers. Sears said the new “Meet With An Expert” service improves the home appliance shopping experience by connecting shoppers with knowledgeable associates in the store. The service will be available for home appliance products in Sears stores throughout the country.
"Choosing an appliance is a big decision, involving many options," said Leena Munjal, Senior Vice President, 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."
Sears explained how the program will work:
- A customer visits Sears.com, finds the appliances that they are interested in, and clicks on a “Meet with an expert in our store” line. The online shopper them picks their local store, provides basic contact information, and a preferred appointment day—the request can be made in the morning, afternoon, or evening within a five-day timeframe.
- A Sears appliance expert—defined as a knowledgeable Sears home appliance associate—from the local store will call the shopper to confirm the request and set up a specific time for the visit.
- Appointment day. The shopper arrives at the store and goes to an area marked “Meet With An Expert” in the home appliances department where their assigned appliance expert will be ready to help the shopper compare models, answer questions, and highlight product features.
The Meet With An Expert service is currently available for the home appliance categories that include refrigerators, washers and dryers, stoves, microwaves, dishwashers, vacuums, small appliances, and more. The service is available in all Sears stores with the exception of Hometown, Outlet, and Puerto Rico locations.