Verify
The first thing you do when the customer gets on the phone
What is say your introduction, which includes your name, the company's name and the fact that we are on a recorded and secure line.
If you need to edit the payment what would you need to go back and do?
What is make sure to go recheck the box next to the amount on invoice in customer payments
What indicates that there is a DAV on the account?
What is when a Blue Precheck.
What's a Next Day DAV?
What Is when a DAV is set to be installed the next day. WEEKENDS DO NOT COUNT.
Say you get a DAV 44 on Friday, that means you need to set the install for Tuesday to allow time to call on it.
What button do you need to click to see if there are any discrepancies with the name on the credit report?
What is the VERIFY WITH ADT BUTTON. It'll be right next to the credit level in trax
Customer is asking questions that you don't know the answer to, let's say questions about the cancellation policy or something about 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.
If a rep says they are waiving installation, how would you put that in the invoice tab?
What is 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 is not something we handle on our end
How do we determine what each DAV code means
What is someone within Safe Haven will be calling ADT Dealer Support to see what the code on the account means
What DAV codes can be on the board for the next day?
What is 2, 10-20s, not at 8am. They would need to be scheduled for 12pm or later
What's the warning box in reference to?
What is whenever the name differs from what we have in security trax and what is showing up on their credit
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
When looking at or creating an invoice for the activation fee, what would go in the each row where it says quantity, Item, description and unit price
What is: 1. Quantity always 1 when running activation fees.
2. Item is always ACTV-FEE
3. Description will always be filled out automatically
4. Unit price is how much the activation fee is for that package, not what the relocation manager is charging
Can DAVs affect when we can install the account?
What is yes, depending on the DAV code, we may have to push the install back
What else should you be paying attention to when scheduling a next day DAV?
What is the time zone, so if the account that's installing is 2 hours ahead of us, we need to make sure we still have enough time to call dealer support to get it cleared before install
What do we need to do when the name differs from what we have security trax and what is showing up on their credit?
What is verify with the homeowner why there's a difference. "Hey, Mrs. Smith, it's showing here that your last name on your credit report is McAnany. Is that correct or incorrect?". And then they'll let you know why there is a difference and you'll just notate it in the account
What would you want to make sure you verify if the customer is using manual billing for the monthly
What is the extra $1 to the MMR and that it's quarterly not monthly
If a rep wanted to discount an activation fee to $1, can they do that
What is Yes they can, they can discount it to whatever they want. This is their bargaining chip to help get the sale
If you have a DAV 2 that installs on 11/17 at 12pm, how would you notate that in your ticket?
What is " DAV 2 installs 11/17 @ 12pm"
If you have a DAV 9 that installs Next Day from 12-6, and they are also an hour ahead of us (EST). There is still time to call on the DAV, how would you notate that?
What is Next day DAV9 installs @ 12, EST
What else needs to be done if the warning box pops up?
What is you will need to copy the warning box note and paste it into the scheduler notes.
***PLEASE VERIFY SPELLING OF THE NAME AND UPLOAD COPY OF PIC ID TO THE FILES TAB / PLEASE CONTACT SHELLING IF ANY TYPE OF UPDATE NEEDED ON THE ACCOUNT***
If the relocation manager insists they are the homeowner after the customer said on the recorded line that they aren't, how would you proceed?
What is let them know that we would need a copy of the deed showing the person's name on the account is the homeowner BEFORE we can proceed any further.
If you've discounted an activation, what would you see under the second row on the invoice? (quantity, item, description and unit price)
What is: 1. Quantity always 1 when running activation fees.
2. Item is ACTV-FEE REFUND
3. Description will always be filled out automatically
4. Unit price will be the difference of what they are paying, make sure to include a MINUS SYNBOL- in front of the amount your taking off of the act fee. For example, if we are doing the VIDEO LITE PACKAGE, and rep is discounting fee from 179 to 100, you'd put a unit price or -79
If you're setting up an account on a Saturday when dealer support is closed, and the relocation manager said they have approval from the tech manager for a same day install, but the precheck came back as a DAV 11, would we still be able to install same day?
What is yes, because Brandon Reed has given a blanket approval for DAV 11s to be installed before calling dealer support.
How do we inform someone there's a DAV on the account that needs to be called in and who does it go to?
What is: send a ticket to Precheck, Blue?
If after verifying the differences with the customer and you see what we have in trax is incorrect, what would you do next?
What is first update the name in trax to the correct name, then anytime you change the name after converting, you MUST GO BACK INTO THE BILLING TAB, and update the name on the card