Intro to Sunnova &
Customer Lifecycle
Customer Lifecycle
Who is Sunnova's CEO
John Berger
Who collects the down payment on a loan?
The dealer or partner
What is the difference between a prepayment and a buy- out?
A prepayment is a upfront payment of the monthly payments.
A buy-out is paying off the system for purchase.
True or False: Can their be a transfer and refinance case open at the same time?
False
What is the expected average score for the agent?
90%
What are the qualifications required to go solar with Sunnova?
10 Extra Point: What is the minimum credit score? Min transfer credit score?
Tiffany's quest - Explain "How Does the Additional Payment Apply" in reference to a loan contract and when is it due?
original question- When is the optional additional payment due?
The first 18 months, the customer has the option to not be charged a percentage of the interest rate for the solar system cost. After the 18th month, the payment is recalculated based on any amount of additional payment received within the first 18 months
If the full additional payment was made, the customer’s monthly payment will remain the same as the first 18 months. Cust must make the payment before the 19th bill cycle. If
On or before the 18th month.
If "Account" is to lead, then "Contact" is to?
Lead person.
Is a customer able to request a UCC termination for a refinance through their online MySunnova portal?
Yes
10 Extra pts: What is a UCC termination?
What are the 5 pieces of information a Tier 1 agent must verify before disclosing any information to a customer?
Account name, phone number, property address, email address, system ID.
What is the process of excess energy being sent back to the grid called?
Net Metering.
What happens to the excess energy after the battery is charged on a Lease Storage for a Puerto Rico customer?
The excess energy is curtailed.
10 Extra Points: What happens to excess energy in a regular lease storage?
After the agreement is signed, what pages within Salesforce are created?
Account, Contact, System, System project.
10 Extra Points: In which page do you find the stages to NTP? What is NTP?
What are the fees for a refinance case?
$300 for California properties.
$100 for all other states.
When working with OMNI in contact underwriting, should you assign case actions to an agent, or skip this step?
What are the 4 system project stages?
Contract, NTP, Substantial, Final.
10 Extra Points: What is the "Final" stage and what does it entail?
What ACH discount is available per product?
Lease - 15%
PPA - 10%
Loans - $10
From what page does the Tier 1 agent sends an email to the customer?
The account page.
What three fields must be completed when opening an ECM case?
Account name, Contact name, and Case origin.
Can Tier 1 agents see if any open case actions are still assigned to them?
Yes, under "My Assigned Cases"
How long does the system installation take from contact signatures to in-service?
4-6 Months.
Unless there is a what?
What is the benefit of a Flex PPA?
Customers can buy down or lower their solar rate with a full or partial upfront payment. The more upfront the customer pays the lower their solar rate will be.
Can a customer make a upfront and a down payment with a Flex PPA?
Billing information can be found in what page?
The Systems page.
On what Salesforce page should all cases be created?
The Systems page.
What should your status be if you are going to lunch?
Offline