Policy Basics
What must happen before offering a postponement of the Egg Cycle service?
The customer must be thoroughly educated on the importance of the Egg Cycle and must decline the service with education notated.
What are the only acceptable postponement time frames that may be offered to a customer?
1 week, 2 weeks, 1 month, 2 months (Bimonthly), 3 months (Quarterly).
What note template must be used in PestRoutes when a customer postpones their Egg Cycle?
The Egg Cycle Postponement Red Note Template.
What does the Egg Cycle Postponement Email warn customers about regarding pest activity?
That they may experience lingering pest activity and cannot receive touch-ups until their next regular service.
What flag must be added to the customer’s Pest routes account when they move but keep service?
The “Moved” flag.
True or False: Egg Cycle services may be offered as complimentary services.
False. Egg Cycle services are never complimentary.
Who must give final approval before an Egg Cycle service can be postponed?
A supervisor/manager.
What must you do in Pest Routes after canceling the upcoming Egg Cycle appointment?
Custom date the account to the agreed-upon resumption date.
What should you say if a customer can’t afford a discounted Egg Cycle service, even after 50% off?
Offer a payment plan to break the cost into 2–3 monthly installments.
What must be added to the Notes section of the customer’s card when they move?
The customer’s new address and the name of the new Local Office.
What is the maximum discount that can be offered for the Egg Cycle service under the Progressive Discount Policy?
50% off, after all other tiers are offered and declined.
What is the furthest a customer may be postponed to, based on their service frequency?
Their next Bimonthly or Quarterly service, as listed in the Subscription Tab in PestRoutes.
What is the follow-up communication that must be sent after a postponement is approved.
Egg Cycle Postponement Email through the customer’s Pest Routes card.
What does the Egg Cycle Postponement Email confirm about the Service Agreement extension?
That the customer will receive one extra service at the end of their agreement, extending it by 2 or 3 months.
Before updating the address on the account what, what must be done first and by who
Supervisor must move the customer's location
If a customer insists on skipping their Egg Cycle, what account change is made to their Service Agreement?
One additional service is added at the end of the agreement, extending it by 2 or 3 months.
If a customer is on a Quarterly plan, what is the maximum number of months they can be postponed?
3 months.
What information must be included in the Red Note when documenting a postponement?
New service date, waived guarantee notice, and agreement to add one extra service.
In the script for Financial Difficulty, what must be done before checking with a manager for a 50% discount?
Confirm that all education steps and the $25 discount were already offered.
What is the first thing a CCC must do when canceling an account due to moving?
Inform the customer that an ACDP/ETF will be issued, but can be waived upon proof of move.
Name two consequences of skipping the Egg Cycle service that must be explained to the customer.
1) No Touch Ups or Follow Ups before first Regular Service. 2) Delayed results in achieving Pest Free Living.
What key conversation flow must be used when explaining a full Egg Cycle skip and agreement extension?
The Conversation Flow in Section 4, which includes waived guarantee, pest activity warning, and agreement extension.
What tool in PestRoutes is used to schedule the customer’s resumed service after a postponement?
The Subscription Tab using the Custom Date feature.
What should be emphasized to customers who insist on postponing, even after education and discounts?
That postponing risks increased pest activity, loss of guarantee, and delays in achieving pest-free living.
What must be included in the new Service Agreement when a customer moves and continues service?
“Customer moved. Continuation of old agreement. _ number of services remaining. We will honor the $250 ETF or ACDP, whichever is lower.”