TIP
Name the 4 distributors we use for TIP
Updater
Sara + (DSI)
Allconnect
BundleDealer (DGS)
What warranty or warranties are available to renters?
Basic Surge Warranty aka Personal Electronics Warranty
What companies do we work with for moving services?
Penske and Hire A Helper
What is mail forwarding and what do I need to do to help the customer with mail forwarding?
A change of address with the post office to have mail redirected to their new address. All we need is an email and to click accept on this portion, an email will automatically be sent after our call.
Name our 3 security partners.
ADT
Vivint
Alder
When doing the order review with the customer on Updater, what should we do if the text message and email did not work?
Compare offers and checkout again to do the IVR.
How much is the service fee for:
Whole Home Warranty
HVAC Warranty
Premium Surge Warranty
Basic Surge Warranty
$100
$50
$150
$150
If the customer accepts a transfer to Hire A Helper and nothing else, do I convert the lead or disposition the lead?
Disposition the lead and save since there was no sale.
What does Renter's Insurance cover for the customer?
Protects personal property from theft or vandalism and protects customers from liability in case of accidents or injury.
If we have a Spanish speaker on the line but they are a Homeowner, what company do we send them to?
Vivint
On which distributors can we transfer existing services for the customers?
Updater
Sara+
Allconnect
How would you rebuttal to the customer saying "we're buying all new appliances"?
Use the AIR technique.
(open)
When going through the reservation process, what should I do when asked for the customer's contact information?
Skip the step
Is insurance and warranty the same thing? Explain your answer.
Not the same. (open)
What if the customer is a homeowner who already has their own security cameras?
What distributor(s) REQUIRE(s) a soft credit check in order to continue with the order?
Sara+
What does the Premium surge warranty cover?
Appliances, HVAC, and Personal Electronics.
How much does the customer have to pay to reserve a truck for their move on Penske?
$0 to reserve, they only pay once they pick up the truck.
If the customer accepts a transfer to Liberty Mutual for a free quote, what do we do first?
Make sure you offer security first and complete security transfer before we send to Liberty Mutual.
When the customer accepts the transfer to ADT, what 2 things must I do before I begin the transfer process?
1. Click box that says sent to ADT and save to send information to ADT.
2. Inform the customer about the Customer satisfaction survey
When offering TIP to a customer, name 3 things we must consider.
(open) ie. right sizing, what is the customer paying, best value
Which Porch Warranties are available for homeowners?
All warranties.
RWS, HVAC, Premium Surge, Basic Surge
If the customer accepts a Penske Truck Reservation and nothing else, do I convert the lead?
Yes, it is a sale.
How many times should we rebuttal if the customer declines a free Renter's insurance quote?
None, simply inform we are partnered with Liberty Mutual.
When we are offering security, what is our main objective?
To plant a seed of interest, enough for the customer to be willing to hear more from the security specialist.