The Basics
When I clock in, what apps do I use?
Telemapper, and slack!
What two pieces of information do I need in order to use the lookup tool?
Phone number associated with the account and “last 4 of your social”
What would be your response to this slide on the TPV :
“Can you confirm you are no longer with the customer service representative?”
We stand off to the side to make sure you dont have any questions, they just want to make sure im not forcing you to sign up and that you really understand what inspire offers
Is my Bill Gonna Go up? Respond to both utilities
National Grid - So your bill is still going to be based on your usage
NYSEG Subscription - So the subscription plan ensures that your price will not change even if you use a lot more electric than projected
Where can I find my previous production on the tablet?
dashboard
If the customer knows the phone number but not the last four of the account owners social, what should I do? Walk me thru it in as much detail as possible
Call in, press mute and put phone on speaker, ask for “account number”, and enter in phone number associated for the account (if its not the first number, ask if theres another possible number it could be under)
“ Did the rep present to you a copy of the ESCO, bill of Rights and sales agreement…?”
Everything we went through gets emailed to you
How do I know if im in another contract?
Unless you signed up with another supplier, you wouldnt be in another contract
Why is it important to login to the correct store?
The client tracks each stores production and also you want to make sure you are getting the EC bonus (electronic confirmation)
If the customer does not know the phone number or last 4, what should my last attempt be?
Try two possible numbers, if they dont work, let the call go to customer service and speak to a natty grid rep!
“Do you understand that after 3 business days an enforceable agreement will be created”?
Means that Inspire will reach out to their utility in 3 business days to let them know where the energy will be sourced from
How do I know what my current rate is?
Your rate is determined by the market and the utility, this is just the national grid average rate
List two other names for National Grid
Niagara Mohawk/ NIMO
Technically there are two different plans on the National grid page, why dont we use the second one with the lower rate?
Only one gift card, builds less excitement for the customer
The rate is only one cent less, people stay with their suppliers on average for only 6 months - means the difference for the gift cards will likely be more in money back to the customer than the lower rate
If the TPV is not loading, what can I do to speed up the process?
Have the customer connect to the BJs wifi- it works ;)
I already have a supplier Im good!
Thats great, are they giving you guys any benefits ? Great, at the very least I can show you what BJS is doing for members, what your zipcode?
How much is the weekend bonus per sale?
Extra $10
In what year did National grid buy Niagara mohawk?
2000!
If the customer has an android, sometimes the message will be filtered into spam. Where can I find the TPV message?
Locate messages on the phone, go to upper right hand corner where 3 dots are located, click on those dots, and locate “blocked or spam messages”