Program Details
What is the temp change a cm can expect during a cycling event?
An average home can generally expect a 1 degree increase per hour during an event.
Cm is a renter, what portion of the script needs to be covered first before the program can be presented to them?
To ask if they live in a single-family home or an apartment. If in apartment it then needs to be determined if cm has their own HVAC unit or if it's shared.
When asking a cm how many AC units are also EHP and they become confused by this what probing can be done to help them determine this?
To ask how many of those AC units also provide heating in the winter.
Ac only, cm has a fence that's not locked and a dog with no access to the AC unit. Should you schedule an appt for this cm?
No, this cm wouldn't need an appt only an SR would need to be entered about cm enrolling in AC only and they have a dog with no access to the unit.
Cm wants the device installed onto the AC/EHP unit and not their house. How should you proceed?
Offer to submit a special request for this and also advise the cm if for some reason the tech is unable to install it onto their AC/EHP unit they will simply not be enrolled into the program. Then enter SR for Install onto AC unit.
Cm asks if this is a money savings program that will help them with their bill, how should you respond?
Advising this has nothing to do with their bill as this will not affect their overall monthly rates or usage but they will receive the credits every year they remain on the program.
Cm responds to the homeowner question saying, “I’m buying.” Is this an acceptable answer to move on with the call?
No, first it needs to be determined if the cm has a mortgage or rent to own.
If cm is unsure if they heat with gas or electricity what other question(s) can we ask to help the cm determine this?
To ask if they pay for natural gas, propane or oil. If they say no that indicates they heat with electricity. If they say yes you need to ask if the gas bill goes up in the winter months. If cm says yes that would indicate they heat with gas/propane/oil and do not qualify for the HS portion.
Cm is requesting a Saturday appt. How should you proceed?
Offer to submit a request for them to have a Saturday appt and let them know someone will follow-up with them to get this completed. Then enter SR for follow-up on scheduling.
Cm is unsure if their WH size is 30 gallons or more. What can you ask the cm to help them determine this better?
Is it a standard type or some type of small/mini specialized unit?
Cm has 2 EHP units, but only wants the device installed onto 1 of them. Can we do this?
No, if a cm has multiple units connected to their home for the one account they need to have all of them enrolled into the program in order to participate.
Cm would like the program explained to their spouse before making a decision to enroll, what part of the script should you go over when they are put on the call.
Anytime a new person comes onto a call they must always be advised who you are, where you're calling from and that they're on a recorded line.
If cm is unsure how to answer the question about their unit outside providing both heating and cooling. What further probing can be done to help the cm answer this question?
To ask the cm if when they turn their heat on in the winter if they hear the outside unit turn on just like it does during the summer.
Even though the scheduling tool indicates the account number is not required should you still enter the cm's account number if you're enrolling the address on file?
Yes, all of the cm's information should be entered into all fields of the scheduling tool.
Cm is struggling to determine where their air handler is located. How can you help them determine this?
Explain to the cm that it's typically located in an attic, crawl space, basement or a closet. If cm still is uncertain ask if all areas where it could be located(attic, crawl space, basement or a closet) are safe and accessible. If cm confirms yes then it's okay to proceed with enrollment advising to ensure these areas are free from any boxes, furniture, etc. prior to appt.
Cm has 3 units hooked up to their home but mentions that one of them isn’t working quite right and it should probably be looked at. Can you still enroll the cm for their other 2 units?
No, since the cm confirmed all were hooked up to their home in order for them to qualify they would need to have that one unit repaired and back in working condition first.
Once you’ve completed your enrollment and the cm is off the call, what should you always do before selecting the wrap code?
To avoid any data entry errors double check that all required fields are filled in with all required data in the script, and if SR is needed, that it was entered properly.
If cm answers any of the qualifying questions saying "I think so", "I believe so" or "I'm pretty sure" what should be done before moving on with the call.
Further probing is needed as the cm must be able to confidently answer all the qualifying questions in order to fully determine the cm qualifies for the programs that will be offered to them.
Cm is being scheduled for 1-5p time slot, but requests that the tech not arrive until 3p. What SR reason should be used for this? And what all should be included in this SR?
The reason selected should be Specific Date/Time Request. The SR should include what the cm was enrolling in, their appt details and their specific request for the tech not to arrive until 3p.
Cm says they have a heat pump hybrid WH. Does this type of WH qualify?
Yes, as along as it's 30 gallons or higher.
Halfway through an AC only enrollment it’s determined the cm also has an EHP, what should be done at this point of the call?
The HS portion of the program needs to be explained to ensure cm understands how that portion works and that their credits will change.
A new drop-down menu has been added to the qualifying questions portion of the script when asking if the cm uses gas or electricity. What are the 3 options? And what should you select if the cm is uncertain?
Gas, Electricity and Both. If cm is uncertain you should always select Electricity.
When determining how many AC/EHP/EWH the cm has they mention having an additional building, garage, etc., on their property with units associated with it. What further probing is needed in this situation? And why?
To ask if this building is on the same account as the one we're calling them about or if it's separate. If on the same account when determining # of units these will have to be included as a whole for all units in Genesys. If it's on a separate account an SR will need to be entered indicating this building is on a separate account and # of qualifying units associated with that building.
Cm's appt is accidentally scheduled for the incorrect date. How should you proceed?
Advise the cm there was an error with scheduling their appt for the correct date and in order to see if that can be corrected their information will have to be passed along to the scheduling dept then someone will follow-up with them to get it fix/rescheduled; then enter an SR for follow-up. The only exception to this is if the accidental date scheduled works for the cm then there's no need to take additional steps and call can be wrapped as normal.
Cm says they have an EHP but it uses water. Does this type of EHP qualify?
No, anytime a cm mentions they have a heat pump that uses water that indicates it's a geothermal unit which doesn't qualify for the program.