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Coaching
Process
Misinformation
Legal
MISCELLANEOUS
100
We sell installation appointments not "___________".
What is CONSULTATION? The rule states, "We must correctly explain our installation process to the customer so that they understand the technician is coming out to the home to install a security system, not provide a quote, consultation or estimate."
100
When we tell a customer that "I'll notate that on the order for the technician", what must we do?
What is "MAKE A NOTE ON ORDER"? The rule states that "we must enter notes if you tell the customer that you will notate it on the order.
100
What MUST we do if a customer asks a question while we are in the vault collecting payment?
What is "CLOSE THE VAULT. ANSWER THE QUESTION, RE-OPEN VAULT AND START OVER". The rule states, "We must follow PCI compliance guidelines by only collecting payment information while inside the vault".
100
If you see text in red, you MUST do what?
What is "READ IT VERBATIM"? The rule states, "Disclosures in RED must be read verbatim".
100
Regarding the Credit Verification: What MUST you hear after reading the disclosure, "Now with your permission...."?
What is What is "A VERBAL ACKNOWLEDGEMENT THAT THEY UNDERSTAND THAT YOU ARE RUNNING THEIR CREDIT. A YES, OKAY, SURE." The rule states, "Silence is not a YES"!
200
How do we tell the customer about the potential homeowners insurance discount?
What is YOU "MAY" SAVE A DISCOUNT ON YOUR INSURANCE. The rule states that we must inform the customer that they "MAY" be eligible. (may, can. might, could, BUT NOT WILL.) If asked, you can tell them UP TO 20%
200
If we discuss additional equipment with the customer, what must we do?
What is "WE MUST LIST IT ON THE ORDER". The rule states that "we must list any additional equipment discussed with the customer on the order via the drop down box regardless of whether or not pricing was quoted to the customer. If a price is quoted, the customer will expect the price to be what is quoted and this information must be passed on to the dealer."
200
Name three eligibility requirements for the SC offer?
What is "HOMEOWNER, PASS CREDIT CHECK, NOT CURRENTLY WITH ADT, UNIQUE & VALID MONITORING CONTACT NUMBERS, VALID FORM OF PAYMENT, RESIDENTIAL ACCOUNT". The rule states, "We must only sell to customers who meet all eligibility requirements. • Homeowner • 18+ years of age • Passed Credit Customers (Failed credit can pay 3 years in advance) • Not currently an ADT customer (Without service for 90 days or secondary home) • Unique and valid monitoring and secondary contact numbers (US or Canadian numbers only) • Valid Form of Payment (No pre-paid cards or money orders) • Residential Accounts only If customer does not provide clear confirmation that they own the home, we must clarify by asking if their name is on the deed to the home. If the customer has an existing system or mentions having had ADT at any point in the call, follow with the appropriate line of questioning to ensure that he/she is not an existing ADT customer. This must be established before this customer can be sold. To be eligible for this offer, the customer must have been without ADT service for 90 days at the time the order is placed."
200
Correctly explain the Moving Policy and Cancellation Policy?
What is "YOU CAN TRANSFER YOUR SERVICE ANYWHERE IN THE US OR CANADA AT ANY TIME. AND ANY CUSTOMER CAN CANCEL THEIR CONTRACT. THEY WILL BE RESPONSIBLE FOR 75% OF THE REMAINING BALANCE OF THEIR CONTRACT IF CANCELLATION IS MADE 3 BUSINESS DAYS AFTER THE INSTALLATION". The rule states, "We must explain the Moving Policy correctly. • You can transfer your SERVICE to anywhere in the US or Canada at any time. • We have options for your SERVICE to move with you, depending upon where you are within your contract. • Just contact Our Existing Customer Department and they’ll explain all of your options. We must explain the Cancellation Policy correctly. • Any customer can cancel their contract. They will be responsible for 75% of the remaining balance of their contract if cancellation is made 3 business days after the installation."
200
Explain the payment(s) as you would to a customer, When, how and how much they are. (Installation and MMR (1ST)).
What is "THE INSTALLATION IS $99 + TAX AND IS DEDUCTED IMMEDIATELY, THE MMR IS $47.99+ TAX. YOUR FIRST PAYMENT WILL BE DEDUCTED WITHIN 72 HOURS AFTER THE INSTALLATION AND WILL BE PRORATED FOR THE FIRST MONTH STARTING ON THE DATE OF ACTIVATION AND ONE MONTH IN ADVANCE". The rule states,"We must provide accurate information regarding the installation fee. If asked, we must correctly inform the customer that the $99 + tax is charged IMMEDIATELY upon submission of the order. If asked for any clarification on what amount is being charged on their card, we MUST inform the customer that tax will be applied. For example, $99 PLUS tax. Form of Payment options for the $99 + tax are: • Credit/debit card (No pre-paid cards) • Checking account draft (ACH) • Savings account draft If asked, we must provide accurate information regarding the refund process. If the customer cancels the order, refunds for the installation fee are issued within 5-10 business days. We must take payment info from account holder (or POA) only, unless account holder gives authorization for another party to provide that information. • Example: the customer is driving and has another person give the card numbers to the agent. • If the customer alludes to the fact that they are obtaining a FOP from another person, we must verify that the account holder is in fact an authorized user on the account. • POA - make sure that the account holder’s payment information is obtained, not the POA representative’s. The AH must be an authorized user on the account provided."
300
+100 point BONUS QUESTION: Fill in the blanks. Regarding Disclosures: We must read the disclosures in _______ that they are displayed. We must uphold the _________ of the information throughout the entire call. We must read them _______ and __________ so the customer can _________ understand. We must read all of them before ___________ the order.
What is "order, integrity, clearly, enunciate, reasonably, submitting. The rules state, "We must read the credit check disclosures in the order that they display. We must uphold the integrity of the information in the disclosures throughout the call. We must read disclosures clearly and enunciate appropriately so that the customer can reasonably understand the information. We must read all disclosures before clicking the SUBMIT button. "
300
What is the protocol when discussing equipment pricing?
What is "#1 Online Offer Pricing, #2 IS TO OFFER MANAGER'S PRICING WITH MANAGER'S APPROVAL." The rule states "we must follow appropriate protocol when discussing equipment pricing" and "must receive management approval before offering manager's discounted price".
300
Regarding Installation Appointment: Fill in the blanks. _________ or __________ must be present at the installation. The phone line must be installed ___________ prior to the installation. We must correctly inform the customer on what the installer will ______________________.
What is "AH OR POA. 24 HOURS. BRING WITH HIM AND DO. The rule states, "We must correctly inform the customer of who (Account Holder or POA) must be present at the installation appointment. We must correctly inform the customer on what the installer will bring and/or do at the installation. We must accurately advise the customer as to what information the technician will provide at the appointment. We must correctly inform the customer that the phone line must be installed 24 hours prior to having the security system installed. We must only enter information that was discussed and can be retrieved from the call recording. • For example, if the customer indicates that his phone has not been installed, but does not provide a phone installation date, we cannot assume a date and then enter it into the order. We must confirm the date with the customer and have him agree that this is a valid phone installation date."
300
Regarding the Credit Verification: What MUST you hear after reading the disclosure, "Now with your permission...."?
What is "A VERBAL ACKNOWLEDGEMENT THAT THEY UNDERSTAND THAT YOU ARE RUNNING THEIR CREDIT. A YES, OKAY, SURE." The rule states, "Silence is not a YES"!
300
At the beginning of the call, what must you inform the customer? Also there is a disclosure that we must read, what is it and why is it important?
What is "Disclose that they are on a recorded line. and Perfect! We are currently running some great promotions in {City Name} through our participating ADT authorized dealers! Let's make sure that we get you the best deal available. What's the promotion code at the top of the website? This is important because ....We are able to identify ourselves as ADT, however we must clarify that our offer is the dealer offer and will be fulfilled/installed by an ADT authorized dealer, not ADT corporate. The main differences between the dealer and corporate offer is the equipment – with the dealer offer it is owned by the customer and through ADT corporate it is not."
400
DAILY DOUBLE: Role Play-you are the agent. I am interested in having cameras.
What is "What prompted your interest in cameras?" How many cameras were you looking to purchase? ?Well, a couple of things to consider, camera packages are higher in cost than this online offer. You will usually have to pay for each camera, the installation starts at around $500, and the monthly fee is much higher as well. When it’s all said and done, It could cost you over $1000 for a system with cameras. Were you looking to spend that much on a home security system? It sounds like you are looking to save money and still have your home protected. I recommend our Pulse Select package. With Pulse, you can ….
400
What determines what package we recommend to our customer?
What is "BASED ON THE ANSWERS TO THE SURVEY QUESTIONS". The rule states "We must only offer monitoring packages for which the customer qualifies based on their type of phone service and/or equipment needs".
400
Please describe the QSP as you would to the customer?
What is "THE QSP COVERS ALL NEW EQUIPMENT FOR NORMAL WEAR AND TEAR. IT IS ALREADY INCLUDED IN MMR". The rule states, "We must provide accurate information about ADT’s Quality Service Plan: • Covers parts and labor for normal wear and tear • It is already included in the MMR • Covers NEW equipment installed by our technician ONLY (TO/SO)"
400
Regarding Contract Terms: An ADT customer can transfer their ___________ anywhere in the US or Canada at any time. Contact our ___________________ department. The length of the contract is _______ except in ____ which is _____. A customer may cancel their contract. They will be responsible for ______ of the remaining balance. There is two exceptions, please explain.
What is "transfer, service, existing customer, 36 months (3 yrs) CA, 24 months (2 yrs), 75%. If ADT raises their price they may opt out in writing within 30 days of notification and the 3 day right of rescission. The rule states,"We must explain the Contract Terms and Length correctly. • It is a 36 month (3 years) agreement; however customers in California are entitled to (by law) a 2 year contract. o If the customer is a resident of California and asks about the 2 year (24 month) agreement, let them know that this is an option. • We reserve the right to raise the monthly monitoring rate. If asked, we may tell a customer that if we raise the monthly monitoring rate at any point in the 3 year agreement, he/she may OPT OUT of the agreement (in writing) within 30 days of notification that the price has increased. There is an “OPT OUT” clause in the customer agreement."
400
DAILY DOUBLE: Scenario: Regarding the Money Back Guarantee. You are the agent. "I saw on your website that you have a money back guarantee. So, if I change my mind after the equipment is installed, I can cancel my service?” I am still not really sure about this, I want to continue shopping around for the best service. Is there something to protect me in the event I am not happy after it is installed? Let’s change this to mention the Money back guarantee specifically so they can say the guarantee as the answer. They can’t bring it up (even to clarify that it isn’t for service) unless the customer specifically mentions the guarantee.
What is "The money back guarantee is only for customer dissatisfaction with the monitoring, not the service". “Yes – ADT does offer a Money-Back Service Guarantee. Basically, if you aren’t satisfied with your ADT monitoring within six months of installation, we will refund the system installation price and pay all monitoring fees after we have attempted to resolve your concerns. Of course your technician will have all the paperwork which outlines the guarantee for you in writing at your installation appointment. It’s just another way we can provide our customers with peace of mind!” The Money-Back Service Guarantee may be discussed IF a customer asks for clarification on/an explanation of the guarantee. This means that the customer MUST specifically mention the guarantee prior to us discussing it on the phone."
500
n regards to MMR: The customer may qualify for "__________"; if so, when are we allowed to tell them? What is the credit requirement to be eligible?
What is What is "INVOICING" and only if they ask or object to auto draft. They must have a 700 score, but we cannot tell them this their score. The rule states that we must avoid offering invoicing as an option prior to asking for the credit/debit card.
500
Do we need to collect the Promo Code and why is it important?
What is "YES, WE MUST ATTEMPT TO COLLECT IT AND IT SUBSIDIZES ILLIOS LUNCHES, PAYS FOR THE VRC CONTESTS, ETC. The rule states "We must ask for and correctly capture the promo code if there is a data collection box".
500
Regarding the EQUIPMENT, what must we tell the customer to be QA compliant? (Three answers)
What is that is "#1 How it works, what is included & the need to purchase additional if they mention it." The rule states, "The functionality of the equipment. The equipment included in the offer, and The need to purchase additional equipment (if asked)".
500
Describe the disciplinary action taken if the following violations are committed; Running credit without receiving proper consent? Softening the credit check?
What is "Forced Zero-6 MONTH FINAL". "Forced Zero-2 MONTH FINAL". The rule states,"If an agent runs a credit check on someone who has told them directly that they do not want a credit check run, the agent must be terminated immediately without exception. We must provide truthful and accurate information concerning the credit check. If an agent reads the mandatory credit check disclosures/script, but adds unauthorized and misleading information to soften the message, the agent will receive a final warning for Q/A . Misleading information includes telling the customer that it will be a “soft credit check" that it “won’t affect their credit score" or even alluding/hinting that our credit check will be or is similar to a soft hit or dissimilar to a hard hit, etc. Disciplinary actions roll off in 2 months."
500
True or False, the following statement is accurate. "Accurately dispositioning ALL calls, regardless of sold or unsold is important."
What is TRUE. The rule states, "We must accurately disposition our calls". On ADT Corp, the call disposition being correct is extremely important. Call Dispositions give us a reflection of what is happening on your the calls – i.e. Are we having a lot of CRO’s for equipment doesn’t fit need? Or CRO – wants Pulse w/cameras? If When we know what is happening on the calls that is preventing someone from buying – we can look at our marketing, ADT’s marketing, or and our the competitor’s marketing to see what may be driving that CRO. We examine We routinely monitor all the dispositions and make changes based in part on the increase and/or decrease in them, so they must be accurate."