Dealer or Sales Issues Process

Topics:

• Customer reports no response from dealer or sales problem/issue
• Customer does not want unit, paperwork does not match with the product
• Cancel a product order
• Customer states poor follow-up from dealer
• Customer unhappy or upset with dealer actions
• Dealer no longer in business
• Complaint about selling dealer
• Sales issues process

Answer:

Anytime a customer purchases a new Sub-Zero or Wolf product and wants to return the unit due to dissatisfaction with the product or if they have other issues with their selling dealer, dealer is going out of business or the sales process, use the following guidelines:

Cancel a Product Order

1. Refer customer to the dealer for all necessary steps.

1. Refer customer to the Product Distributor and distributor sales manager.

1. Refer Customer to the Product Distributor and ask to speak with the Distributor Sales Manager (DSM) or Territory Sales Manager (TSM) for their area.
   • Email your Infor CRM ticket information to the sales manager as a FYI heads up.
2. If customer has already spoken to the DSM, provide the Regional Sales Manager contact information.

1. Sub-Zero Group/Product Distributors do not have deposit money and cannot sell to consumers directly.
2. Refer customers to the Product Distributor in their area. The distributor will be able to redirect the customer to another source for the products.

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