Credit
Contact Tab
Guard Response
MMR and Approvals
MORE Approvals
Scheduling
When would you like this scheduled?
Billing Tab
100
Respond to credit information like you would on the phone: DMR
What is "Unfortunately we are coming back declined"
100
This will always be in the contact tab.
What is the secondary contact (emergency contact)?
100
Guard Response
What is provides faster response times by sending an armed guard out to their property?
100
What does MMR stand for?
What is Monthly Monitoring Rate?
100
Rep is doing the video lite package and has used their max vouchers, but after giving you the equipment you notice there is still a negative balance. If they wanted to proceed, what would they need to get?
What is Regional or Brandon Reed Approval or have the customer pay the remaining balance.
100
Relocation manager is providing 2 cameras, how long does the install length need to be?
What is 6 hours?
100
Is Chad able to do an install from 8-10?
What is No they are not
100
What's the billing tab used for?
What is How the customer is going to be paying for their monthly service as well as their activation fee.
200
Respond to credit information like you would on the phone: A+
What is "Looks like we came back manual billing approved"
200
Always needs to be checked in contact tab
What is the enhanced verification?
200
Guard Response amount is $0, next steps?
What is finish the account like you would if there was a price for the GR?
200
Number of Packages we offer?
What is 5?
200
Account needs approval using Regional Manager Vouchers, who can approve?
Who is Regional or Brandon Reed?
200
If you have a Video and Home Automation Package, equipment is, what would be the time frame for this install:
7 Contact Sensors
1 Smoke Sensors
1 Carbon Monoxide
1 Glass Break Sensor
1 Doorbell Camera
1 LAMP MODULE
What is 2 hours since we are only providing 1 camera and automation.
200
What installs can Kevin Perry have added to their work day based on the picture:
What is None, they are off for the day
200
What are the three different billing methods?
What is
Card
Bank Account/ACH
Manual Billing
300
Respond to credit information like you would on the phone: B-
What is "Looks like we came back approved"
300
Customer wants to put a second e-mail down, where do you put it?
What is the e-mail box in the contact tab?
300
End of night, checking your accounts, how would you be able to double check if there are Guard Responses in those cities?
What is Sticky Notes Or OneNote
300
There are two packages that have the same MMR amount, which ones?
What are Control and Video Lite
300
Relocation Manager calls in and would like to added Trainer /Secondary to the account, who can approve?
Who is Regional Manager or Brandon Reed
300
Relocation manager is telling you to schedule an install on a technician who is 92 miles away. Who do they need approval for to be able to schedule that?
Who is Tech manager Approval?
300
Which tech(s) would not be able to have an install added to their schedule?
Who is Vargas, Perry & Ewbanks
300
Can Manual Billing be used for monthly and activation?
What is No, this can only be used monthly
400
Respond to credit information like you would on the phone: CONTRACT
What is "Unfortunately we are coming back declined"
400
Customer has a different primary language (not English), how would you update the account to reflect that?
What is drop down on the main account page under the customer's birthday?
400
Guard response is based off of
What is the city the house is that we are installing at
400
Sales reps use this as a bargaining chip with customers or as a sales tactic.
What is amount of Act fee?
400
Sales rep calls in with regional approval to remove a relocation manager's name on the account, next steps?
What is ask if they have Brandon Reed's approval, cannot continue without his approval.
400
If the address you're installing at is in Lees Summit, and you go to schedule it and you notice a tech is blacked off that day, and it says “For Lees Summit Installs Only” could you schedule it on them?
what is yes?
400
If a relocation manager wanted a 12-2 install, but as you can see below there is none available, how would you relay that information to the rep on the phone?
What is Don't just say no, let them know unfortunately that isn't available and then give them different options. “Unfortunately the 12-2 isn’t available for that day, but we do have a 8-10 or a 4-6. I can also check a different day if that would work?”
400
Is there anything different we need to do when it comes to using a bank account for the monthly?
What is Yes, we need to ask for a billing date for the monthly, and check the ACH box.
500
Respond to credit information like you would on the phone: No Score
What is " We are coming back with no score, is there another previous address, or any other names that the customer might go by?"
500
Customer states that they do not have family or someone to put as an emergency contact, what options does this customer have?
What is work number, home phone number. We can have the same name as the ER contact, we just have to have a different number.
500
Account has Guard Response: What steps must be taken in account to reflect this?
What is: 1. Tag account Guard Response
2. Note in Tech notes for GR
3. Add $ amount to MMR
4. GR true in tech notes
5. Number and price in Contact tab
500
Sales Rep calls in for a 65.99 package, with the act fee being 399 plus tax, how is this allowed?
Its's not.
500
Who do you send a ticket to if Tech Manager approved Same Day install ?
What is Schedule Approvals, Pinpoint.
500
What can Danny Kersh approve that the Tech Managers can't?
Accounts with no lamp modules
Installs that are more than 100 miles away
500
Sales rep calls in, they say that they have tech manager approval from Winnie the Pooh the tech manager of Kansas, to double book a tech. They say that Winnie told them that they could schedule a Traditional Package on Kregi Sims at 8am. What would be the process to get this appointment scheduled correctly?
What is when in the scheduler, click on the 7:30 time frame on the tech to add the install. Make sure the service type is Install and traditional. Change the start time drop down to the correct time (8am). Then move over to the duration on the right and change this to 2 hours. Once saved, send a ticket to Winnie the Pooh stating “Rep Eeyore Donkey stated they had your approval to double book Kregi Sims”.
500
If a customer states that the card on file is under a different name, how would we proceed?
What is 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)