First Day
EXPECTATIONS
Contact tab/GR
Billing Tab
MMR and Approvals
Scheduling
Verify Customers
Invoice Tab
100
This is the amount of PTO that can transfer over into the new year?
What is 40?
100
Daily Tasks
What is Log into queue, check tickets and check e-mail?
100
Is there anything that needs to be checked in the contact tab?
What is Yes, the enhanced verification
100
Can they have a different billing address, other than the one we have for the installation?
Yes, they can have a different address associated with the card
100
How many packages do we have?
We have 5 different packages.
100
If a tech is blacked off for a day off, can we schedule an install on him?
NOOO, not without Tech Manager approval
100
If a customer is asking questions that you don't know the answer to, let's say questions about the cancellation policy or something about the taxes on the monthly?
What is Let them know unfortunately you don’t have the answer to that question but the relocation manager with them might know more about that.
100
What's the Invoice tab used for?
This is where you'll create the payment for the activation fee, and set it to run on the date of installation
200
How to ask off
What is request off in ADP and e-mail Amanda and my lead?
200
Break or lunch starts when?
What is when you change your talkdesk status?
200
Can you pick a different primary language other than English?
Yes you can, just change the drop down menu to what they're requesting
200
Can they use 2 different cards, one for monthly and one for activation
Yes as long as the card you have on file for the monthly has the default box checked
200
Do all the packages have the same install length/time?
No the packages can vary, it can also depend on the equipment
200
What can Danny Kersh approve that the Tech Managers can't?
Accounts with no lamp modules
Installs that are more than 100 miles away
200
What should you do after verifying the address with the customer?
what is Ask if they are the homeowner, this is one of the most important things
200
What’s the Payment tab used for?
This where you can see the payment amount for the activation fee, you can also edit the payment through this tab.
300
Deadline for asking for time off
What is the 20th of the month before?
300
Ignored call Limit
What is 15?
300
Can the secondary number be the same as the primary?
What is No, It can not. ADT requires us to have a different number for the secondary contact
300
If a customer states that the card on file is under a different name, how would we proceed?
Let them know that is totally fine. Even if they give you the name the card is under, we do HAVE to keep the name on the card in our system as the person who was setting up the account under.(EXACT FORMAT AS THE ACCOUNT)
300
Who can approve going over the max points up to 5 points over?
Regional Approval
300
Can we schedule service calls? (double points if you can explain the steps and needed information)
Yes as long as it's not beyond the warranty period
(There will be a box at the top of the account that says CUSTOMER IS BEYOND WARRANTY PERIOD.
Install type is always SERVICE
Service calls are always 2 hours)
300
Do you need to spell the street address out when verifying?
What is yes
300
If you're discounting an activation, what would go under the first row for Quantity, Item, Description and Unit Price
Quantity always 1 when talking about activation fees.
Item ACTV-FEE REFUND
Description will always be filled out automatically
Unit Price will be the difference of what they're paying, make sure to include a MINUS SYMBOL - in front of the amount you're taking off of the act fee.
For example, if we were doing the Video Lite Pckg and rep is discounting the original activation fee from 129 to 65, you'd put a unit price of -64.
400
MIGHT be Late? Must text.
Who is all managers/leads?
400
True/False: A rep calls in and wants to be transferred to customer service. You are able to transfer the call
What is false?
400
Where would you put the information for guard response, such as the number and the GR fee?
Under the guard section is had an area for phone number, you would paste the guard response number for that specific area there. Next to it has the fee box and you'll notice the fee box is only next to the guard info
400
Can a PO BOX be used for the billing address?
What is no?
400
Who do you send a ticket to when they have regional approval for going over points?
Trick question you wouldn't lol. Just notate in the account and Brandon reed approval. Who got the approval, who gave the approval, and what the approval is for.
400
Package: 65.99
Equipment:6 contacts, 1 smoke, 1 Doorbell camera, 2 outdoors and a lamp module
Who is Patrick Nazarian?
400
What should be the first thing you do when the customer gets on the phone? (Double Points if you can say the introduction to the phone call)
Say your introduction, which includes your name, the company's name and the fact we are on a recorded and secure line.
400
If a rep wanted to discount an activation fee to $1, can they do that
Yes they can, they can discount it to whatever they want. This is their bargaining chip to help get the sale.
500
If you have experienced or witnessed harassment in the workplace, you must immediately report the incident(s) to:
What is direct supervisor and department head. (Lead name and Amanda Whitehead)
500
If something is said on the phone call that is unprofessional, we MUST ________ (3 answers)
- What is continue the call like it was not stated
- keep tone professional.
- reach out to a lead.
500
What else would you need to do since there's a guard response?
Tag the account Guard Response, Put the tech note for Guard Response, Make sure to add the dollar amount for the Guard Response to the MMR, Make sure to change the Guard Response from false to true in the scheduler
500
Can a customer pay the first year upfront with passing credit?
Yes they can, you would change the billing cycle to annual. They will get a bill each year for that full year amount of the Monthly Monitoring Rate.
500
Can they charge more than what the activation fee says on the MMR paper?
ONLY WITH BRANDON REED APPROVAL. for example if they are setting up the customer with the 63.99 package and the normal activation fee for that is 129. However, say to keep the deal, the customer wants extra equipment, the sales rep can reach out to Brandon Reed to get approval to go over the original amount for the act fee to offset the loss. We WILL NOT run or set up the payment until we have verbal approval from Brandon Reed.
500
Which techs could you schedule a two hour install on?
What is Marshall White, Ryan Lukman, Angel Alvarez, Dale Amos, Patrick Nazarian and Miguel Bejarano
500
What should you always assume when you're on the phone?
That you're on speaker and the customer can hear you.
500
If a rep says their waiving installation, how would you put that in the invoice tab?
You wouldn't, we do not handle installation whatsoever, we don't even know what it is in our department. If they ask you questions let them know that's not something we handle on our end.
600
True/false: You can have a pre-approved PTO day the day before or after a holiday and still get Holiday Pay
What is True?
600
Rejected call Limit
none, zero, zilch.
600
Bonus: (double points if all answers are correct)
What would the guard response fee be for?
Las Vegas = $
Detroit = $
Fontana = $
Sandy Springs = $
Surprise = $
Akron = $
Salem = $
Salt Lake City = $
Burien = $
Las Vegas = $7
Detroit = $3
Fontana = $7
Sandy Springs = $0
Surprise = $7
Akron = $3
Salem = $5
Salt Lake City = $7
Burien = $5
600
What is different about manual billing? (6 answers)
1. Paper Bill
2. Quarterly instead of monthly - every 3 months
3. Adds a dollar to that monthly charge
4. Can only be used for Monthly Monitoring, no ACTIVATION
5. Check the INVOICING box on the conversion page.
6. Add the manual billing tech notes
600
What are the Max amount of points allowed for each package? (double points if all answers are correct)
Traditional = 20
Remote = 20
Control = 25
Video Lite = 25
Video & Home Auto = 34
600
What is a California Time Block? (double points if you can also say how to potentially schedule on those times blocked off - for instance 8am to 10am on Marshall White)
What is to comply with CA labor laws.
Bonus- call tech manager to see if he can move the time block to the end of the day so that we can install an 8 am on that day
600
What would you want to make sure you verify if the customer's address is installing in Las Vegas? (double points if the GR amount is correct)
Make sure to include the $7 guard response fee to the MMR as well
600
What do you need to do to be able to edit the payment? (bonus points if they can state what they need to do after they edit the payment)
You need to click on the invoice you originally created and go to manage payments on invoice and uncheck the box. After you uncheck the box you can edit the payment.
Bonus: Make sure to go recheck that same box after.