Salesforce ☁︎
In which of these situations should you leave notes on a Open Cancellation case
1. Billing department transferred a call to you but the call dropped and you never spoke to the customer.
2. When applying a goodwill credit
3. When sending the cancellation notice to the customer
4. When doing a finance or save offer
5. All
5. All
Which button should you click in an open cancellation case to leave your call notes?
"New" in the case comments section
True or False: The vSign process allows the customer to complete the loan application process while on the phone call with the specialist. A link is sent by the specialist to the customer's phone or email.
True
Customers that are within term are not eligible for save offers or finance upgrades. What are some options that we can still extend to the customer to help them with their situation? (There should be 4 answers)
1. Goodwill Credit
2. Referral Code
3. Supervisor Approval
4. White glove
Customers that are within term are not eligible for save offers or finance upgrades. What are some options that we can still extend to the customer to help them with their situation? (There should be 4 answers)
1. Goodwill Credit
2. Referral Code
3. Supervisor Approval
4. White glove
A customer is having a hard time understanding their charges, where in salesforce do you navigate to find all invoices and payments
Billing Account and find the corresponding invoice
What does TFBR stand for?
Tieback Features Benefit Reaction
What is the RMR and Requirements for a 5 star Finance
RMR is $59.99 – includes Smart Hub panel and at least 2 cameras and $5 fee per camera after the 2nd camera
True or False: The ROR period starts one day after the installation date. Every customer has an ROR of exactly 3 business days, starting the day after installation.
False
According to the cx attendance policy how many personal days can you take a 90 day period?
4
In Salesforce, which tool on the service level can we use to create Save Offers or Financing? Name Both
Retention Tools and Retention Manager
What is Vivint's Branded Statement that is suggested to be used in your introductions?
I am here to help you
1. What is the Equipment total for the following?
1 Smart Hub Panel,
1 Doorbell Camera Pro Gen 2,
3 Outdoor Camera Pros Gen 2.
2. Let's say they were planning on financing this equipment, you decided that the 5 star RMR finance upgrade was the best option, what is the RMR for a 5 star finance RMR? (RMR for Vivint, not the equipment and ignore any camera fees)
1. 1949.95
2. 59.99
A customer is wanting to cancel their account that was installed Friday October 7th, and today is Wednesday October 12th. What are your next steps?
Make ROR save offers and if the customer declines them, transfer to 2nd Look.
What are the two main ways we want to be pulling up an account?
Address and Phone Number
Which option in salesforce shows you all the current equipment a customer can have?
Inventory Deployed
Which of the following would be the appropriate method to use to receive same-day approved time off?
Go to Schedule Changes in Webstation and request voluntary time off (VTO)
In salesforce, when it comes to financing we do a soft-prequalification to see if the customer qualifies, what information do we need from the customer to see if they qualify?
Yearly household Income
Last four of the Social
Verbal Consent
True or False Every customer in their ROR period have generally 3 business days to cancel
False 😡
When asking for the verbal passcode to the account the customer says "churches" but the passcode you see on the account says church, is this customer verified?
Yes, it is just plural.
The customer you are speaking with wants to cancel because they are having equipment issues and they say the price is too high every month. After discovery questions, you decide the best option would be a save offer, lowering their RMR to a flat rate of $44.99 per month and an equipment discount of $400, if the customer agrees to a new agreement. What do we have to read to the customer since their changing their monthly bill? (Be specific)
In verbal extensions read the " RMR Adjustment Verbal"
What does it mean when you see a dollar amount in parenthesis on the billing ledger?
Payment or Credit
Where do I find more benefits or features about Vivint's equipment products
Then write down some benefits about the doorbell camera pro gen 2 using that resource
1. The Hub
2.
Keep packages safe. Smart Deter technology notifies you of package deliveries and deters potential thieves using light and sound.
See the faces of tall visitors and packages right under the doorbell with the widest and tallest field of view.
Stream crisp, detailed video to your phone, day or night, with a 1664p x 1664p 2x HDR sensor and night vision.
Up to 10 days of Vivint Playback DVR 24/7 recording with built0in storage (additional fee required)
During Nesting, you will be required to maintain specific metrics to graduate onto production. Each metric is worth a certain number of points towards your graduation. If you end Nesting with 83% retention rate, $11 revenue per call, 50% referral rate, 1.6 minutes of After Call, 12-minute average handle time, and 90% availability, you would be:
Meeting Expectations
A customer calling in is wanting to cancel due to they feel like price is too high, you offered a WWIT or 0 star save offer first, this is considered a what?
Poor Attempt