Retention Conversion
Do we offer on Reactive Accounts?
No, we can only offer to renew on Proactive Accounts.
Is asking for the Contract length term a SWA indicator?
Yes, It can indicate the customer is shopping around
Do we warm or cold transfer the call to the Vivint agent?
Warm transfer to share the details of the customer and your ID.
We can offer many plans at the same time, True or false?
False, we should only focus at one price at a time
If a customer asks about having a Switch Hold, is this a SWA indicator?
Yes, because having a switch hold would prevent him to switch away
Is Vivint considered a Commodity sale *AKA Plan?
No, Vivint is a Non-Commodity *AKA Additional Product
Can we offer a Me 2 as the first option?
No, we should always go with Proactive as the lead offer
If a customer is saying he would SWA if we don't get a lower price, should we stick with the proactive offer only?
No, we should take advantage of available offers to retain the customer. Example: Reactive, Save, Final Save and Me 2.
Does Vivint counts towards R/C for being under the Change Campaign?
No, Vivint by itself does not affect R/C
Do we have to offer Proactive even if a customer is disconnected?
Yes, renew is part of our customer service process
If the customer wants to renew, but does not have a proactive or reactive flag, what should we do?
Explain the details of the current contract, follow the high bill guided scenario and leave the potential switch save contact log.
Can we pitch Vivint with general information of the product?
No, we should read the disclosure found on SAP with specific details about the third party and promotion.
If we renew on a Reactive account, does that sale counts towards Retention Conversion?
No, Retention Conversion is based on the Proactive Accounts only, therefore if we renew on a Reactive account it will not be included on those oportunities.
What is the Why Us methodology?
Sharing feature and benefits from our company, not only focusing on the price but focusing of what our brand can offer
How does the Vivint Pitch Rate works?
It's based off the CLOG we select when entering in the Change Campaign for the transfer process