True or False
If a customer's Web Lead Multiplier is above the threshold for their state and utility, the agent should still ask about tree removal to be thorough.
False.
The purpose of the Web Lead Multiplier is to expedite calls. If the multiplier is above the threshold, asking about tree removal is unnecessary and goes against the process.
An agent is confused about when to ask about tree removal. Which statement BEST clarifies the process?
a) "Always ask about tree removal, regardless of the Web Lead Multiplier."
b) "Never ask about tree removal; it's not important for the solar assessment."
c) "Ask about tree removal only if the Web Lead Multiplier is below the threshold for the customer's state and utility provider."
d) "Ask about tree removal only if the customer mentions having trees on their property."
c) Ask about tree removal only if the Web Lead Multiplier is below the threshold for the customer's state and utility provider.
This is the core principle of the new process. The multiplier acts as a filter; if it's below the threshold, further investigation (tree removal questions) is needed. If it's at or above, the agent can skip the tree removal questions.
This is the rating Trinity Solar has with the Better Business Bureau.
A+
The Web Lead Multiplier process is designed to eliminate the need to ever discuss tree removal with customers.
False.
The multiplier process reduces the number of times tree removal needs to be discussed, but it doesn't eliminate it entirely. If the multiplier is below the threshold, the agent must ask about tree removal.
A customer from Connecticut with Eversource has a Web Lead Multiplier of 0.82. Which action is correct according to the new process?
a) Ask about tree removal.
b) Skip the tree removal questions.
c) Ask about tree removal only if you feel like it.
d) Ask about tree removal only if the customer is interested in a virtual consultation.
b) Skip the tree removal questions.
The threshold for Connecticut with Eversource is 0.70. Since 0.82 is above 0.70, the agent should skip the tree removal questions.
Corporate Headquarters is located in what city/state?
Wall Township, NJ
If a customer's Web Lead Multiplier is below the threshold, the agent must ask about tree removal, even if the customer seems uninterested in discussing it.
True.
If the multiplier is below the threshold, the agent is obligated to follow Guideline #20 and ask about tree removal. The customer's disinterest doesn't override the process designed to gather crucial information.
A customer from Massachusetts with National Grid has a Web Lead Multiplier of 0.68. Which action is correct?
a) Ask about tree removal.
b) Skip the tree removal questions.
c) Ask about tree removal only if the customer has a large number of trees.
d) Ask about tree removal only if the customer is interested in an in-home consultation.
a) Ask about tree removal.
The threshold for Massachusetts with National Grid is 0.70. Since 0.68 is below 0.70, the agent must ask about tree removal.
This is the year Trinity Solar began installing solar panels.
2004
A customer's Web Lead Multiplier is 0.75. The threshold for their utility/location is 0.70. The agent should not ask about tree removal.
True.
Since 0.75 is above the 0.70 threshold, the agent should not ask about tree removal. This question directly tests understanding of the threshold comparison.
A customer from Pennsylvania with PECO Energy Company has a Web Lead Multiplier of 0.98. The agent accidentally asks about tree removal. What is the MOST likely consequence?
a) The customer will be confused and possibly upset.
b) The call will take slightly longer than necessary.
c) The customer will be disqualified for solar incentives.
d) The agent will need to escalate the call to a supervisor.
b) The call will take slightly longer than necessary.
Asking about tree removal when the multiplier is above the threshold isn't a critical error, but it does waste some time. It's best to follow the process, but this type of minor deviation won't usually cause serious problems.
Trinity Solar began in 1994 as what type of company?
HVAC
Even if a customer's Web Lead Multiplier is above the threshold, if they mention having a large number of trees that might shade their roof, the agent should still briefly inquire about the shading situation.
True.
While the multiplier is a guide, context matters. If a customer provides information that suggests potential shading issues (even if the multiplier is above the threshold), the agent should still briefly explore the situation to ensure a proper solar assessment. The multiplier is a tool to improve efficiency, not to replace agent judgment entirely.
A customer from New York with Central Hudson has a Web Lead Multiplier of 0.58. The agent asks about tree removal, and the customer says they have three large trees that shade their roof most of the day and are unwilling to remove any. What is the BEST next step for the agent?
a) Schedule an in-home consultation.
b) Schedule a virtual consultation.
c) Tell the customer that solar is likely not a good option for them.
d) End the call and mark the lead as unqualified.
b) Schedule a virtual consultation.
The threshold for New York with Central Hudson is 0.60. Since 0.58 is below 0.60, the agent is required to ask about trees. Because the customer has significant shading and is unwilling to remove trees, a virtual consultation is the appropriate next step. This allows for a remote assessment of the shading situation.
How many total solar installations has Trinity Solar accomplished since 2004?
100,000+ installations