While assisting a customer who has chosen a major appliance, what should you do to ensure all needs are covered before the sale is completed?

• A. Ring up the sale immediately.
• B. Go over our delivery and install options so the customer has what they need.
• C. Assure the customer that installation is not included but can be arranged later.
• D. Offer a water line kit.

Answer: (B)

The main idea is to take a consultative step by walking through delivery and installation options so the customer leaves with a complete plan. Major appliances usually require even more coordination than the product itself: you need to confirm when it can be delivered, where it will go, and how it will be hooked up—water, gas, or electrical connections, any necessary venting, and whether old equipment can be removed. By discussing these options upfront, you ensure the customer understands what’s included, what extra services or costs might apply, and when the installation can occur. This not only prevents gaps that could cause delays or post-purchase frustration, but also signals that you’re focused on delivering a fully working solution tailored to their home and timing. It also opens the door to helpful add-ons the customer might appreciate, such as a water line kit, disposal service, or installation accessories, as part of a seamless setup. Conversely, simply ringing up the sale without covering these details creates ambiguity about what’s included and can lead to dissatisfaction if things don’t align with the customer’s needs after the purchase.