02-BEG-16 Rwrds Mbr Guide mech 2/8/02 11:31 AM Page 1
MEMBERSHIP TERMS
Memberships to BLOCKBUSTER Rewards® are valid for one year from the date of purchase
or activation. Program terms are outlined in the Member Kit.
THE GUARANTEE
A Member may cancel their BLOCKBUSTER Rewards membership within
the first 90 days and receive a full refund. If a Member has participated in the
program for more than 90 days, they may still cancel but will not receive a refund.
PROCESSING A CANCELLATION TRANSACTION
To cancel a BLOCKBUSTER Rewards membership, complete the following:
Step 1 Verify the request is being made by the primary account holder by accessing
the Member’s account. This can be done by scanning the Member’s
BLOCKBUSTER Rewards card or by accessing their account manually.
Everything you
need to know!
Step 2 Access the BLOCKBUSTER REWARDS FUNCTION LIST by pressing the PF4 key.
Step 3 Select Option 5 - CANCEL REWARDS MEMBERSHIP.
The system will indicate eligibility for a refund. These steps break the link between the
Member’s original account and their BLOCKBUSTER Rewards membership. This procedure
CANNOT be reversed. Make sure the Member understands this.
KEY CONTACTS
Type of Question
Name
Number
Computer Problems
(i.e., tracking, retrieval)
Computer Support
(700) 683-5955
BLOCKBUSTER Rewards
Membership Questions
Service Center
Representative
(800) 406-6843
All Other Program
Questions
Special Services, or
Jon Acuff
(800) 755-2869
(214) 854-3779
®
BLOCKBUSTER Rewards® is available at participating BLOCKBUSTER® store locations, however, certain promotions may be unavailable at some
locations. Requires payment of annual membership fee; however, annual membership fee may vary by location. Void where prohibited by law.
See participating stores for details. Membership rules and certain restrictions apply for rental. Prices may vary. BLOCKBUSTER name, design
and related marks are trademarks of Blockbuster Inc. © 2002 Blockbuster Inc. All rights reserved.
This document is provided solely as an operations tool and resource and contains confidential information proprietary to Blockbuster Inc.
(“Blockbuster”). The contents of this document should not be copied or distributed to individuals outside of Blockbuster without prior written
permission from Blockbuster. Blockbuster policies and procedures are reviewed and changed from time to time. This document was written,
edited and published in the United States of America.
9973501-825955
“I got a free DVD rental
every month just
for joining!”
TM
02-BEG-16 Rwrds Mbr Guide mech 2/8/02 11:31 AM Page 3
Rent 5, get 1 FREE
CONVERT TRIAL MEMBERS TO PAID MEMBERSHIPS NOW!
With every five paid movie (VHS or DVD) or game rentals during each calendar month,
the Member will receive one rental FREE.
FREE rentals can be anything – any VHS, any DVD or any Game in the store!
The Member may earn up to two of these FREE rentals per month.
When Trial Members visit your BLOCKBUSTER® store, please remind them of their trial
expiration date and encourage them to join BLOCKBUSTER Rewards® as a paid Member to
continue their benefits (See Selling Techniques). Be sure and use their receipt to point out
the number of FREE rentals, as well as the activation date, to encourage them to join!
CONVERTING TRIAL MEMBERSHIPS TO PAID MEMBERSHIPS
plus
12 FREE movie rentals a year
Members get one FREE non-New Release DVD movie rental or BLOCKBUSTER Favorites™
movie rental every month.
IMPORTANT – Trial Members will not receive a new kit or new
BLOCKBUSTER Rewards account number if they received a FREE Trial
membership. The account number assigned during their Trial membership
will continue to be their account number.
This benefit alone is worth more than the price of the membership.
Step 1 Access the Member’s account.
Members receive their first FREE rental as soon as they join.
Step 2 Press PF4 to access the BLOCKBUSTER Rewards menu.
Members receive their other FREE rental coupons by mail, in addition to news of special
offers and upcoming movie and game releases.
Step 3 Select Option 4 - RENEW BLOCKBUSTER REWARDS MEMBERSHIP. This
step will add the price of the BLOCKBUSTER Rewards membership, $9.95,*
to the Member’s account.
plus
Step 4 Complete the transaction. The receipt should show their new account
expiration date.
Rent 1, get 1 FREE
Rent one paid movie (VHS or DVD) or game every Monday through Wednesday,
get one non-New Release DVD movie rental or BLOCKBUSTER Favorites
movie rental FREE.
Step 5 Remind the Member that the membership card that they were using
for their FREE Trial membership is now their permanent membership card
and should be used to receive their benefits.
Includes holidays!
That’s all there is to it! So good luck, have fun, and start converting
those memberships NOW!
*Price may vary. Check with your store manager for details.
®
TM
“I want to
®
TM
“I got a free DVD rental
with every paid rental.”
continue getting
free rentals
every month.”
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CONTINUE HANDING OUT 90-DAY BLOCKBUSTER REWARDS® TRIAL KITS
TO NEW BLOCKBUSTER MEMBERS, WHILE SUPPLIES LAST
BLOCKBUSTER REWARDS® MEMBERSHIP DRIVE: FEBRUARY 26 - APRIL 15, 2002.
The new trial memberships will expire 90 days from the date you activate the kit.
On February 26, 2002, we will kick off our spring BLOCKBUSTER Rewards Membership Drive.
The focus will be on the three following key objectives:
ACTIVATING A BLOCKBUSTER REWARDS TRIAL MEMBERSHIP
When a Member accepts a BLOCKBUSTER Rewards trial membership, do the following:
1 Get New Members to join BLOCKBUSTER Rewards
1. Sign up the new Member per normal procedures. Let the Member know they will
receive their 90-day trial card when they check out.
2 Renew existing BLOCKBUSTER Rewards memberships
2. When the Member checks out, access the Member’s BLOCKBUSTER account.
To upgrade to a trial membership, scan the UPC in the lower right corner on the
back of the BLOCKBUSTER Rewards Trial Membership Kit (see illustration below.).
3 Convert all trial memberships into paid
BLOCKBUSTER Rewards memberships
BARCODE
for the Trial
Membership Card
This guide has been created to give you a brief overview of BLOCKBUSTER Rewards.
The more you know about the program, the easier it is to sell.
UPC for the Trial
Membership Card
3. At the prompt ENTER BLOCKBUSTER REWARDS NUMBER, scan the barcode on the
BLOCKBUSTER Rewards trial membership card (see illustration above).
4. At the prompt WOULD YOU LIKE TO CHANGE MEMBER’S ACCOUNT INFORMATION?
(Y/N), verify the Member’s address and email address (optional) to ensure delivery
of their monthly coupons.
YOU’RE DONE! The Member can start earning FREE rentals as soon as you activate
their trial membership and they can immediately use the token in the kit toward a FREE
non-New Release DVD or BLOCKBUSTER Favorites™ rental. Don’t forget to reiterate all the
great benefits of their trial – Rent 5, Get 1 FREE; Rent 1, Get 1 FREE non-New Release DVD
rental or BLOCKBUSTER Favorites rental Monday through Wednesday; one FREE non-New
Release DVD rental or BLOCKBUSTER Favorites rental per month for three months (coupon
included in their newsletter).
PREPARING FOR THE MEMBERSHIP DRIVE
In order to prepare for the Membership Drive,
it is important to have the following supplies on hand:
SUPPLY ITEM
• BLOCKBUSTER Rewards Blue Kits
• BLOCKBUSTER Rewards 90-Day Trial Kits
(while supplies last)
• Blue Rewards Card Overlays
• Gold Rewards Card Overlays
• Membership Cards
• Laminate Sleeves
PART #
615942
672907
648146
648147
080874
586393
Set up a BLOCKBUSTER Rewards display in your store.
Ensure that all P.O.P. elements are displayed according
to Map. Utilize the BLOCKBUSTER Rewards Membership
Drive point-of-purchase materials and counter easel with
program brochures. See Map 4 for placement details.
“I score
two free
game rentals
every month!”
02-BEG-16 Rwrds Mbr Guide mech 2/8/02 11:32 AM Page 7
HOW TO SELL BLOCKBUSTER REWARDS®
RENEW YOUR EXISTING MEMBERS!
• When possible, use a Master of Ceremonies during peak times
to discuss the values of BLOCKBUSTER Rewards with customers
in the queuing line.
• Greet customers as they come into the store. Ask them to take
a look at BLOCKBUSTER Rewards as a way to get lots of FREE
rentals for a low annual fee.
• Make a big deal out of all BLOCKBUSTER Rewards Members
when they check-out. Doing so makes others in line curious
about the program.
Many of our existing BLOCKBUSTER Rewards® Members are due to
expire during this time period! We can’t let this happen! Renewing
Members are important to achieving your store goal! Be sure and
ask these Members to renew today!
MEMBERSHIP RENEWAL
Members are notified in the monthly newsletter of the pending
expiration of their BLOCKBUSTER Rewards Membership. They
will receive the notice approximately 90 days in advance of
expiration. The goal is to get them back to your store to renew.
SELLING TECHNIQUES
New Members:
Talk to new non-BLOCKBUSTER Rewards Members and learn which
BLOCKBUSTER Rewards benefits might appeal to them most.
• Multiple New Releases: Focus on the RENT 5,
GET 1 FREE benefit.
• Multiple BLOCKBUSTER Favorites™ or non-New Release DVDs:
Focus on the Midweek Benefit plus the one FREE non-New Release
DVD or BLOCKBUSTER Favorites rental today just for signing up.
• Combination: Get your BLOCKBUSTER Favorites rental FREE today;
Rent 5 get 1 FREE; 90-day program guarantee.
• Gamer: Focus on the Rent 5, Get 1 FREE benefit.
The POS register will prompt you if a Member is due for
renewal. The prompt reads:
ART MAY DIFFER FROM
WHAT IS SHOWN
Renewals:
• Tell the Member how many Rent 5 get 1 FREE rentals they have earned by selecting
PF4 on the Member’s account. Select Option 2 - REWARDS ACCOUNT BALANCE for
Member information.
• Remind active BLOCKBUSTER Rewards members of their benefits, especially the Midweek
FREE non-New Release DVD rental or BLOCKBUSTER Favorites rental with any PAID rental.
Educate them into renewing!
STRATEGIES FOR SUCCESS
The Member has to see how BLOCKBUSTER Rewards relates to their personal situation
to understand what’s in it for them!
• Believe in the program. You must believe to convince others.
• Remember to explain the program benefits in simple terms.
• Stress the 90-day program guarantee.
• Remind a prospective Member that the BLOCKBUSTER Rewards card works at all stores.
No separate memberships are required for different stores.
• Know your competition and their offers. Promote our FREE rental benefits.
• Remind the prospect they’ll get more than their money back with the one FREE
Non-New Release DVD Rental OR BLOCKBUSTER Favorites rental per month alone.
• Engage the customer. Don’t use questions that can be answered with a simple
“Yes” or “No” answer.
• Be sure to accurately explain the BLOCKBUSTER Rewards benefits and the product
to which they apply.
• This BLOCKBUSTER Rewards account will
expire on 03/31/02. This Member has
received ‘X’ free rental(s) since joining
BLOCKBUSTER Rewards. Does the Member
want to renew the BLOCKBUSTER Rewards
Membership? (Y/N)
HOW CAN I SELL RENEWALS?
• Inform the Member that their membership
is about to expire.
• Remind them to renew now to avoid delays in receiving their
monthly coupon mailings and interruption of their Member benefits.
• Be sure to inform Members of the number of FREE rentals they have
received during the past year with their RENT 5, GET 1 FREE benefit.
• ALWAYS print the Member a receipt and point out their account
information so they leave the
store with a printed record
of the number of FREE
rentals received as a
BLOCKBUSTER Rewards Member!
“I can get two free
New Release rentals
a month.”