Agreement
How long does a customer have to cancel after signing up for service to avoid the IDR?
3 business days
Do we treat for bees?
No
What are the 3 plans called? Hint: they all start with P!
Pro, Pro Plus, Premium
What is our teams quality goal?
90%
What is the "magical" distance when it comes to scheduling a customer?
3 miles
How long after the initial treatment will the first standard treatment be performed?
20-40 days
Do we treat for termites?
No
Which add-ons are available to every package?
Aphid, slug & snail, and scorpion
If a customer calls in on the phone number listed in their account, how many more pieces of information do you need to verify?
1
Which system would you use to schedule an appointment?
Pest Routes
Is the treatment schedule on a customer's agreement exact?
No!
Voles, also called field mice!
Which plan includes all of the specialty pests?
Premium
What is section 1 of the quality scorecard called?
The 'needs diagnosis" section
Which system would use to request PTO (paid time off)?
Workday, PTO and floating holidays are requested in Workday. VTO and OT are requested in calabrio
If the customer cancels within the ROR (right of recession), are they owed a refund if they've already had service?
Which insect is responsible for over 1 million deaths per year?
Mosquitos!
Can a customer add German roaches to their pro package?
Yes
After you introduce yourself, the customer's first response is "Hi, I need another service please". How do you respond?
Do we service the zip code 85206? If so what area are they in?
Yes, Phoenix South
Why are the first two treatments so close in time?
We treat to take care of all living pests and then come back to treat for newly hatched pests before they can repopulate!
What is the difference between a wasp and a hornet?
Hornets are small and round whereas wasps are longer and slender. Hornets also keep their legs tucked when flying whereas wasps let their legs dangle
How far away from the foundation of the home can we treat for customer's on the pro plus plan?
There is no limit, we treat the full yard
A customer calls in upset because their appointment was scheduled to take place between 8-12 but it's 1 o'clock and the SP (service professional) hasn't arrived yet. How would you show empathy in this situation?
"I'm so sorry that our service professional hasn't arrived yet! I completely understand your frustration, no one wants to be kept waiting. Would you like me to call our SP and see how far they are or would you rather just reschedule the appointment? "
Who is the Area Manager of Orange County West?
Adam Garcia