Culture & Expectations
This is the minimum score a trainee must earn on the comprehensive closed-book final assessment to pass ISS Training.
What is 80% or higher?
These are the four core product areas agents should recognize in ISS Training.
What are windows, doors, shower/bath, and flooring?
Across products, WSH generally specializes in this type of work rather than new construction.
What is replacement of what is pre-existing?
For a married or cohabitating couple, these people must be present for the consultation.
Who are both homeowners/spouses/decision makers?
To receive new leads in Five9, agents must be in this type of AUX status instead of a Not Ready reason code.
What is Ready / the Ready AUX code?
DAILY DOUBLE: These two parts of the conversation are identified as the “Moments of Power.”
What are the beginning and the end of the conversation?
This is the recommended clock-in time so trainees are ready for training that starts promptly at 9:00 AM.
What is 8:50 AM, or at least 10 minutes early?
These are the two main door materials WSH offers that are energy efficient, secure, and can offer the look and feel of wood.
What are steel and fiberglass doors?
This is the standard minimum number of windows required before setting a regular window appointment.
What is a three-window minimum?
If a child calls for a parent and does not have POA, the appointment can still be set, but the agent must attempt to speak with this person.
Who is the homeowner/parent?
This disposition is used when a customer requests a price over the phone and refuses to set an appointment.
What is Price Pumper?
Missing this statement during the greeting is an Auto-Fail on the Sales Call Evaluation Form.
What is the recorded-line disclosure?
DAILY DOUBLE: Name three areas agents are assessed on during training besides the final exam.
What are attendance, soft skills, product interest/need, professionalism, script compliance, and/or Five9/Salesforce competency?
For flooring, LVP mimics the look and feel of wood, while LVT mimics the look and feel of this.
What is tile, stone, marble, or similar hard-surface looks?
For mobile homes, agents must confirm the home has this before setting the appointment.
What is a foundation, or no wheels?
For renters or tenants, agents must speak with this person before confirming the appointment.
Who is the homeowner/landlord/property owner?
This is the CRM system used at West Shore Home.
What is Salesforce?
This customer-focused statement explains why the in-home consultation is worth the customer’s time.
What is the Value of Visit, or VOV?
This WSH culture framework includes Default Aggressive, Extreme Ownership, Get Better Every Single Day, and Do the Right Thing Always.
What are the West Shore Home Core Values?
Shower and bath wall systems are positioned as easy to clean and able to offer the look and feel of these premium surfaces.
What are tile, stone, marble, and similar style options?
DAILY DOUBLE: In Florida, these window types are restricted due to storms/debris and related risk.
What are bay, bow, and garden?
When setting an appointment, agents should always offer this appointment slot first.
What is the first available appointment time?
Five9 is this type of call system for inbound, outbound, or blended contact-center work.
What is a Virtual Contact Center, or VCC?
On the evaluation form, this price-pumper response is an Auto-Fail: “We don’t give prices, I just…”
What is “I just set appointments”?
According to the training framework, this is “our product,” while WSH specializes in windows, doors, shower/bath, flooring, and replacements.
What are our people and our process?
This flooring benefit means the rigid core prevents water absorption and swelling while staying easier to maintain around everyday messes.
What is 100% waterproof flooring?
Name three flooring scope restrictions an agent must catch before setting the appointment.
What are no tile demo on concrete slab, no stairs except landings, no heated floors, no wood-burning stoves, no furniture over 350lbs, no pianos/gun safes/gym equipment, no decluttering messy closets, no baseboard replacement and if less than 500 sq ft?
If an appointment is set more than three days out, agents should tell the customer this will happen one day before the appointment.
What is a confirmation call, to confirm the day and time still works?
DAILY DOUBLE: Joey wants WSH to install material he already bought into a space that never had a shower/bath before. This is the correct disposition.
What is Out of Scope, or OOS?
Name three closing processes from the script that protect issue rate and demo rate.
What are walk down the calendar, ask about all decision makers, get the 60–90 minute commitment, offer first available appointment, explain full replacement, confirm decision-maker availability, accurately enter appointment, explain confirmation process, and thank/remind the customer?
A renter calls about replacing a shower. They are not the homeowner, the landlord is not on the call, and the renter asks for a quote over the phone because “it is just a basic shower.” What should the agent do next, can the appointment be set right now and what would the disposition be?
Do not set the appointment yet. The agent must attempt to speak with the homeowner/landlord, use the rental disclaimer when speaking with the homeowner, avoid giving a price over the phone, and continue using the Value of Visit/rebuttal process. Unable to set, disposition as renter not homeowner if HO is unavailable.