Membership
How much does Thermo Direct's VIP Direct Protect 360 membership cost for one system per month?
Customer calls with questions about their unsold repair estimate. What is the standard procedure?
1. Collect the customer's questions
2. Submit a Task that includes these questions to Keisha
3. Provide the time frame expectation for the callback to the customer
A customer with a membership has booked a diagnostic appointment. What disclaimer is provided?
"If the issue at this appointment is not related to your system's operation and no repairs are needed, you will only be charged a service fee of $69. However, if there are repairs to be completed on the system we maintain and you choose to proceed, your service fee will be waived as a valued member."
What is the #1 thing that must be determined prior to booking a Sales Evaluation appointment?
Does the customer want to repair or replace their HVAC system?
How many Plumbers does Thermo Direct employ?
4 including the Plumbing Manager
How many yearly maintenance services does the membership provide and what are they?
Total of 3
1 AC maintenance
1 Heat maintenance
1 Whole Home Plumbing maintenance
Customer has a Charge Off balance on their account from missed payment(s) for a previous membership that is now cancelled and the customer is request service. What is standard procedure?
1. Collect Charge Off balance and apply to the Customer's Acct
2. Sell customer a new membership and take the new payment for enrollment
3. Book appointment
4. Submit Task to Accounting to apply the collected Charge Off balance to the corresponding invoices
What disclaimer is provided when you book a recall or a warranty appointment for a non-member customer?
"If the current issue is not related to the previous work there will be a service fee for the visit."
The customer has requested a Sales Evaluation for the installation of a Mini-split. Other than an appointment what can be created for the customer's convenience?
An event on a Project Manager's schedule for a phone call
Name 2 Senior Technicians
Aaron and Rome
What Thermo Direct Membership(s) provides a water heater flush (for applicable water heaters) at 50% off?
VIP Direct Protect 360
VIP Direct Protect 360 Multiple
Customer is escalated and asking to speak with a manager. Who is the first manager you attempt to reach?
Morgan / Customer Service Manager
When booking an appointment for a non-member what is the expectation regarding the diagnostic fee?
Customer has an estimate to replace their heating and cooling system and they are asking for this estimate to be emailed to them. Who and how do you notify so the customer's request is fulfilled?
Notify the Project Manager that was assigned to the original Sales Evaluation by creating an event on the Project Manager schedule with a request to email the replacement estimate to the customer
What is the maximum number of maintenances that can be scheduled on an Saturday?
2 per Saturday
Name three W.I.F.M's of Thermo Direct's memberships.
1. Keeping a clean HVAC system can save the customer $ on their energy bill
2. Adds longevity to the HVAC system.
3. Supports the customer's warranties
Commercial location is requesting service for their heating and cooling system. List 4 questions specific to commercial location HVAC service requests?
1. Where is the heating and cooling system located?
2. How many tons is the heating and cooling system?
3. Who is responsible for speaking with the Technician and deciding what recommendations to move forward with?
Who should Thermo Direct's memberships be offered to?
Anyone who is not currently a member
Name 4 lead sources.
1. Angi's List
2. Duke Energy
3. Google
4. Homeadvisor
5. Yelp
6. Daikin
What year did Derek and Tonka get married?
1994
How often should Recurring Service Events for an active membership be performed?
Every 4 months for a total of 3x per year
What information must the CSR gather from the HVAC service request to ensure the correct Diagnostic Job Type is used?
The age of the system that is in need of service
Customer is demanding the status of a Refund Request. What should the CSR verify regarding that customer's demand first?
The date the Refund Request was submitted. Refund Requests take 7-10 business days to process.
Otherwise known a Rapid Response; what is the minimum response time for a new lead?
30 seconds to a minute
What is Morgan's favorite color?
Green
but I will also except navy blue