Flat-rate
What should the problem comment line read for a member with a PP membership?
No trip charge see notes
What is the very first thing you should do when entering a tune-up ticket?
What screen do you go to schedule a maintenance for a member?
M - Preventative Maint.
What schedule would you pull from on Quickbase for a customer wanting a quote on a water heater?
Plumbing, if they offer plumbing services. Sales, if they do not.
How would you greet a customer calling in from the 866 number?
Thank you for calling, may I start by getting your zip code...?
Extra 100 points:
Once you locate the center they belong to, the greeting will then be: Thank you for calling [Legacy Name] Service Experts, Home of the Advantage program. My name is [Name], how can I help you today?
A customer with a PR membership does not get a trip charge for service on their HVAC unit. True or false?
True
A customer calls in requesting a tune-up and has 3 units. They're requesting the earliest appointment that we offer. What time would you enter in the scheduled time entry field on your ticket?
8-12
A customer calls in to schedule maintenance for their heat pump for the first time in 2 years. They have an RU membership. What screen will you create this ticket on?
T - Ticket Entry Screen
What should the scheduled time read for a residential quote? What should the scheduled time read for a commercial quote?
Residential will be the time frame requested. Commercial will be 23:00.
What do you say differently when closing with a customer you have just placed on the on-call schedule?
Your request for the [Equipment/Issue] is being sent to our technician. You will receive a call from the technician with a timeframe for arrival as soon as there is one to provide.
A customer calls in for service on their gas furnace. They have an RV membership. What would the call type be for the ticket you would create?
1
How many steps are included in a heating tune-up and cooling tune-up?
23 steps for a heating tune-up. 18 steps for a cooling tune-up.
You schedule someone for plus maintenance and you see there is no P time bucket. What time bucket would you look for next?
T. If there is not a T time bucket then assign to DH.
What scheduled time should be entered for a duct cleaning quote?
23:00
What would you tell a customer that you are placing on the Reserve Schedule for same-day?
All of our scheduled appointments are full, however, I will put you on our Reserve Schedule and our dispatcher will call you within the next two hours with an estimated time of arrival.
A customer calls in upset that a tech was just out there to fix their no cool issue and it's now 2 hours later and it has stopped working again. You get a ticket set up for a tech to come back out and the customer is assuring you they will NOT be paying the trip charge. What do you tell the customer?
**Show empathy** As you know, there is a $99 trip charge, however, if it is the same issue that you were having before, then that trip charge will be waived.
A customer calls in wanting a tune-up on their oil furnace. What do you do?
Check the services provided tab first. If it says yes, check the pricing information page.
An Advantage customer calls in wanting to schedule maintenance on their condensing unit that is covered under the RV membership type. What is the call type?
R
What department would you assign to a ticket for a quote on a water heater?
24, if they offer plumbing services. 21, if they do not.
A new customer calls in needing service and is worried about the $99 trip charge. What do you tell the customer about next? (if you were on the phone)
“Typically, there is a $99 trip charge for today’s visit, but you do qualify for our free Priority+ Membership. This membership will save you the $99 trip charge today and on any future visits plus give you a 15% discount. How does that sound?”
A customer calls in for service on their water heater. Quickbase says they do not offer plumbing services, but they DO work on water heaters. What department number would you put on the ticket?
20
A customer calls in wanting a tune-up on their 2 cooling units. How many time frames should you pull from Quickbase?
1. We can service 2 units per time frame.
What would you put for the problem code on a plus maintenance ticket?
Leave it alone
When creating a lead for a quote, you have to assign a lead job type code, lead source code, and a lead status. The first one (lead job type code) will vary depending on what we are quoting, but what will the lead source code and the lead status ALWAYS be?
Lead source code will ALWAYS be "Marketed Lead" and lead status will ALWAYS be "Working"
What is the major difference between the Advantage Program and other memberships?
Advantage Program - the customer doesn't own the equipment.
Memberships - the customer owns their own equipment.