Branding
Recite the Mission Statement for Moxie
We improve the quality of life for our customers, team, and community.
Role play putting a customer on hold
-Then thank them when you take them off hold
Notes such as "Two dogs and a swimming pool, gate code #4234" - where would that note go in Pest Routes and WHY?
Subscription Notes because they matter to the field expert!
Name the four types of roaches we see here at Moxie
1. German Roaches
2. American Roaches
3. Oriental Roaches
4. Brown-Banded Roaches
Customer calls with ants in their kitchen! They have been using raid and the problem just seems to be getting worse. Role play setting expectations
-Mention budding
-Mention using store bough products
-Mention free RS
What are our four VALUES?
1. Do the Right Thing
2. Be Nice
3. Be the Solution
4. Keep Improving
-Automatic fail if you say you cannot close the account or if you mention closing the account
-Mention sending to Acare to take care of the account
Customer calls. What three things do you check when pulling up their customer card?
1. Notes
2. Are they due for their Q?
3. Do they have a balance?
Name this spider:
-These spiders are large and often seen under lights. They sometimes enter homes through cracks and crevices around doors and windows.
-Females of most species of ______ carry their egg masses below their abdomens until after eggs hatch. The young spiderlings cling to the mother for a short time after hatching, and may be found on her abdomen as well.
- _____ Frequently encountered but pose no hazard to humans.
Wolf Spider
Customer calls, they have flies EVERYWHERE all over their kitchen. Role play setting expectations.
-Mention source pests
-Mention getting rid of the source
-Mention cleaning everything really well
What are our four impressions?
This is a pleasant person who likes their job.
This is a competent expert
This expert is committed to solving my problems.
I made a genuine connection with this person.
-Go through whole timeframe progression
-Automatic fail if any step is skipped
What FOUR things do you do in PR for a non-live cancel request?
1. Make a "Cancel Request" note
2. Turn on the Cancel Pending Flag
3. Make a task for Acare
4. See if they have any pending appointments, cancel them
What is the nickname for Field Ants?
Garbage men!
Customer calls about fleas inside, they just had an interior treatment 5 days ago and they are still seeing fleas inside. Role play setting expectations.
-Mention to keep vacuuming!!!!
-Mention it should take two weeks
-This is totally normal
What is the golden opportunity?
This is someone I trust with my home and family
-Mention they are outside
-Ask how many
-Ask where
-Ask how long
-Ask alive or dead
-Automatic fail if they forgot anything
Explain the difference between venomous and poisonous
Venomous is it bites you, poisonous is you bite it!
Customer calls with wasp issues, they are upset that we haven't prevented them when we have been treating all summer, role play how you would set expectations.
-Mention that they are flying
-Mention free RS
-Mention we take down their nests
1. Genuine
2. Nice
3. Committed
4. Capable
5. Collaborative
6. Self-Improving
7. Respectful of Appearance and Property
8. Safety-Minded
A customer calls, they are upset about a FE letting their dog out. Role play solving the problem
-Empathize
-Apologize
-Send the FE out to look for the dog
-Let them vent
-100 bonus points if you share a personal story about your dog/animal
You are scheduling an LCO. Name all the things you should do in PestRoutes! (HINT:7 things)
1. Send the LCO email with instructions
2. Schedule the appointment with a timeframe
3. Schedule the appointment with a 45 minute duration
4. Confirm the appointment (send email reminder)
5. Put notes in the account
6. Put notes in the appointment
7. Put notes in the top route notes
Explain why we switch baits every other time when we bait for roaches
Each generation builds up resistances to the pesticides and won't die from the bait, so we have to switch!
Customer calls, they are pretty upset because we were out a few days ago and now there are spider webs again! Role play setting expectations
-Mention free RS
-Mention exoskeleton
-Mention how the product takes two weeks
-Mention how they rebuild their webs super fast!