Sales
Memberships
Account Management
Booking
Tasks Management
100
How many times, and using which methods, should a new lead be contacted on the first day?
Day 1: 3 texts, 5 calls, 2 voicemails
100
Name three W.I.F.M's of Thermo Direct's memberships.
1. Keeping a clean HVAC system can save the customer up to $400 per year on their energy bill
2. Adds longevity to the HVAC system.
3. Supports the customer's warranties
100
Name what's incorrect about this account: 
The account name is in all caps
100
To be used when booking an appointment for a customer who wants to get an estimate for the replacement or installation of a new heating and cooling system or for full ductwork.
What is a Sales Evaluation?
100
Customer is requesting an update on their parts/materials and the CSR submits a task. What is the response time frame we provide to the customer?
Please allow 24-48 business hours for Dispatch to contact regarding your request. Thank you!
200
How many days is a to be lead followed up on prior to dismissal?
18 days
200
Name the services provided with the Bronze membership.
Receive one full HVAC inspection per year
$25 off an service request with any repair or installation
Free diagnostic for friends and family
10% discount off of any repair and select upgrades
48 hr priority service
200
There are two things incorrect about the below account. What are they?
1. Name is in all caps
2. The address needs to be verified
200
NA-Phone Calls for Technicians can be booked ONLY by which department?
Dispatch
200
Customer is requesting to speak to the Technician. What information must the Task Description include.
Reason the customer wishes to speak with the Technician
The customer questions for the Technician
The contact information the customer would like to be used for the callback
300
What is the #1 thing that must be determined prior to booking a Sales Evaluation appointment?
Does the customer want to repair or replace their HVAC system?
300
Commercial memberships have how many billing options?
3
Monthly
Quarterly
Yearly
300
Customer is demanding the status of a Refund Request. What should the CSR verify regarding that customer's demand first?
That a Refund Request (A TASK to Accounting) has been submitted.
300
To be used when booking an appointment for a customer who is reporting the same issue reoccurring 90 days after a repair.
What is Warranty Call?
300
Customer wants to move forward with an estimate that is over 30 days old. The CSR is to Task for the estimate to be updated. What must the Task include and WHO should it be Tasked to?
Task should include:
Which estimate needs to be updated and a request to email the updated estimate to the customer and to follow up with a phone call, as well as, the customer's preferred method of contact.
Tasked to: Keisha
400
What is a one legged appointment?
An appointment with only one decision maker present.
400
What are the three different extended labor warranties that are provided with the memberships and which memberships has which warranty?
Silver = 1 year labor warranty
Gold = 2 year labor warranty
Platinum = 10 year labor warranty
400
Customer is requesting to schedule their maintenance, however, there is a balance on the account. What is proper course of action for the CSR to take?
1. Collect the Balance
2. Book the appointment
3. Notify CSR Manager that the balance has been paid
400
What tag should be added to the Job when the customer requests a specific arrival window that is different than Thermo Direct 8am-1pm or 1pm-6pm options?
STRICT ARRIVAL WINDOW
400
All Tasks should include what?
The customer's request and exactly what action is needed from the person receiving the Task
500
The customer has requested a Sales Evaluation for the installation of a Mini-split. Other than an appointment what Job Type can be booked for the customer's convenience?
A PHONE SALE
500
How much is Thermo Direct's Commercial membership per system each month?
$50 per system
500
Customer is stating they were duplicate charged for a repair. You can see the invoice is paid in full. Where can you see if there was a duplicate payment?
The PRINT SCREEN on the Customer Page
500
Thermo Direct has requested that a customer reschedule their appointment. What tag must be added to the Job during the rescheduling process?
RESCHEDULE 1,2 OR 3
500
Before sending a Task what must the CSR understand from the customer?
The customer's request and the reason for the request.