Financing
What are our two financing partners we have here at VIVINT
Citizens or Fortivia
What is a Discovery Question?
A tool we have to help a customer by asking questions to discover their issue and come to a better resolution.
What team should you contact if the customer's system not detecting or working properly during the following events: Fire, Flood, Medical emergency, Break in
Actual Events
The White Glove policy was created to ensure that our customers experiencing equipment issues have a chance to troubleshoot those issues with our Customer Solutions experts over the phone before going through cancellation steps or sending a technician to the home. How can you identify if the customer has spoken with Customer Solutions that day and if they should be transferred to the White Glove team in Customer Solutions?
Review cases in Salesforce and look for any recent CareGenie or Troubleshooting cases
The customer is calling to ask about adding some additional cameras because a former spouse has been making threats on their life and they are concerned about this person breaking in and harming them in some way. True or False: This situation is serious but is not considered a “Code Red.”
False
A customer qualifies for a line of credit with Citizens. They are interested in getting a Smart Hub panel and a Outdoor Camera Pro Gen 2, and a Doorbell Camera Pro Gen 2. What would be the term length for this customer’s new agreement?
60 months
The customer you are speaking with wants to cancel because they do not use the system. When you ask more questions to figure out why they are not using the system, they state that they have dogs and that they provide security for them. What are some good statements you could use in response to overcome this cancellation request?
“I know that dogs are often considered family members and we also want to ensure their safety from things it can’t protect itself from.”
“I understand that dogs bring us a sense of security.”
What team should you contact if a technician made damage to a customers house
Home Damage
The customer you are speaking with mentions that you are the fifth person they have talked to today and they are frustrated because of the number of transfers. What should you do next?
This is a Raise Your Hand situation, and you should get the attention of your supervisor just in case they need to help or even take over the call
Our Vivint Insurance team can offer P&C Insurance. Which of the following does that NOT include?
Life Insurance
Health Insurance
Commercial Insurance
A customer qualifies for a line of credit with Fortiva. They are interested in getting a Smart Hub panel and a Ping Indoor Camera. What would be the term length for this customer’s new agreement?
36 MONTHS
After you ask discovery questions, it is important to ask an isolation question to ensure you have an accurate understanding of the customer's true concern or reason for contacting us. What isolation question would you ask after noticing they want to cancel due to camera issues
From what you’ve told me, you are looking to cancel because of past camera issues. Is that correct?"
As you are speaking with the customer, they share with you that they will be moving out of country permanently and they need to cancel the account. Which specialty team would you transfer this call to?
Exception Review
The customer you are speaking with has expressed a desire to cancel because of panel issues they’ve had. After asking discovery questions to better understand those issues, what would be a great “tieback statement” you could use before presenting your offers to them?
“You mentioned wanting to cancel because of your panel issues, is that correct? I have a great option for you that will resolve those issues and keep you at a competitive rate.”
As you are talking with a within term customer experiencing doorbell camera issues, you discover by looking through previous case notes that the customer has never attempted to troubleshoot the camera issues before. What is the best course of action?
Offer to transfer them to a White Glove specialist to attempt to fix the issues over the phone
The customer you are speaking with wants to cancel. You have provided multiple solutions to their issues, but they still want to cancel. They currently have an open line of credit for their equipment. They were installed in 2021 and have the Premium Kit of $1,799. What would be the buyout for this customer?
BUYOUTPROMISE
A customer you are speaking with has expressed a desire to cancel because they do not use their system. What kind of Discovery questions would you ask to gain a better understanding of this customer’s experience and needs?
When you were using the system, did it work to your expectations? If not, what would you changed about the system?
I see that you’ve been with us since 2014. What was the reason behind originally getting the system?
The customer you are speaking with says that the technician fell through the ceiling while installing the system. Choose all the correct steps to help the customer in this situation:
Inform the customer that a Claim Manager will reach out to them within one business day
Create a Home Damage case
A customer installed in 2020 has the $599 basic kit and an active equipment loan. What is needed for the customer to buyout of their agreement and fully cancel their account?
Confirmation that their LOC/loan for equipment has been paid off
A written notice of cancellation (NOC) must be on file
Confirmation that the customer has paid off 50% of the remaining monitoring agreement
Customer Loyalty has a No Attempt/Poor Attempt policy that each employee is responsible to follow. The first no attempt will result in a final warning and the second within 90 days will result in termination. What two scenarios would you say are No Attempts according to this policy?
No save offer is given to a customer wanting to cancel, including already cancelled services
Failure to offer solutions to a within term customer who is wanting to cancel
The customer you are speaking with wants to cancel. They have an open line of credit for their equipment. They were installed in 2020 with the $599 Basic kit and an RMR of $40/month. Their total equipment costs were $3,000 resulting in the term length being 60 months. After checking the Final Payment section in the cancellation case, you determine they have 30 months left on their agreement. What would be the total amount the customer must pay to buyout of their agreement?
Equipment: $1,500; RMR: $600
A customer calls in to request cancellation. When asking for the reason for cancellation, they state that they simply “just don’t use it.” What are some good discovery questions to identify the true reasons/motivations for the customer’s cancellation request and to help you build a tailored solution for the customer?
What caused you to stop using your system?
When you were using the system, did it meet your expectations? If not, what would you change about the system?
I know you are not using it much now, but what was the reason you decided to get the system initially back in (install date)?
A customer calls in and informs you that their system is not functioning properly because they recently had a fire in their home. You’ve notified your supervisor and have determined that you can own the call. What are the correct next steps to help this customer experiencing an actual event?
Ensure the customer, their family, and home are okay
Create an Actual Events case
Inform customer that an Actual Events case has been created and that a case manager will be reaching out within one business day
For a customer to cancel their account, a notice of cancellation (NOC) must be sent from the customer and attached to their service. What does that NOC document need to include?
Customer's name
Service address
If sent by mail, must have customer’s signature
Customer’s verbal passcode
If sent by email, must come from email we have on file or if not from email on file, it must include a scan/picture of the NOC signed by contract signer
If a customer is calling to make a subsequent purchase to their line of credit, how would you process that to make sure it gets added to the line of credit and not invoiced upfront?
Queue the Opportunities Team