OOW Positioning

Best OOW positioning phrases to encourage troubleshooting.
Name (optional): 


  1. This Customer is OOW and we want to convince the customer of why troubleshooting is important. Please choose best verbiage below.
    A. “So, Mrs. Jones, from verifying your serial number, I am seeing that your unit is OOW. So, if service is set up, there would be an out-of-pocket expense for the repair. However, as my customer today, I want to ensure that you are not burdened with any unnecessary fees. So, what I am able to do for you today is run through steps that we can take at home to help solve this issue. If they are unsuccessful, I could still send a technician out for you so that you can begin using your appliance again.”
    B. “I see that your unit is out of warranty, and I can set you up for service. Due to your being OOW you will be responsible for any parts and labor//but if you give me few minutes of your time to see if we can resolve your issue to save you both time and money.”
    C. "The reason why we offer troubleshooting is because it can save the customer time and money from having to pay for a tech to come out or take time off work to wait on a tech. The issue could be resolved over the phone by following troubleshooting steps.”
    D. “Troubleshooting is important for OOW customers because it could avoid any out-of-pocket expenses for the customer because the issue may be able to get resolved over the phone, allowing the customer to be satisfied and also save money on a repair.”
    E. "I definitely understand your issue and I would like to help you get this resolved. If we go over some trouble shooting steps, we might be able to fix the issue. I wouldn't want for you to have to take time off work and spend any unnecessary money when we could solve this problem over the phone."





Alorica Training
Training Department
Alorica, Inc.
Simpsonville, SC