Call Flow
Name the stages of the call flow in the correct order
Introduction
Discovery
Deliver
Closing
What are the hassle free finance options for moves?
Smart Move
Free Panel
Free Year
Smart Save
What is TFBR?
Tieback, Feature, Benefits, Reaction
Where can you access the Moves Tool in salesforce?
Next Best Offer (NBO)
What are the case types you will most commonly use for moves calls?
Account Maintenance
Cancellation Request
Customer Moves
Type 1 discovery questions are tailored more towards _______.
Move/Situation
What is the minimum/maximum number of months we can grant a deferment?
2/12 months
What must be checked before processing a deferment?
If customer is up to date on their bill
If they've exceeded the maximum number of months to defer
If disclosure was read to customer
True/False: Customer Moves case are automatically created by salesforce when processing a move
False
Moving Equipment
Cancellation due to move
Account Transfers
Deferment
Type 2 discovery questions are tailored more towards ______
Building rapport/getting to know the customers needs
For the Smart Move option, the customer must have ____ months or less remaining on their monitoring agreement
12
True/False: We can process a move with a co-signer as long as they are passcode verified
False
Give an example of a poor attempt?
Great job
We should never _____ v-sign
Bypass
Which of the following is not a good example of Type 1 discovery questions?
1. When are you moving?
2. What has been the biggest benefit of the system for you/your family?
3.What is the reason for the move?
4. Do you like your Vivint system?
4. Do you like your Vivint system?
What are the other available move options?
Flex Move
Covered Move
Basic Move
Which statement is considered a No Attempt?
No benefits given while making an offer.
No discovery questions to make a tailored offer.
Financed offers are not given to a customer first when they are eligible.
WO disclosures were not read on the call.
3
What is the process to assigning the cancellation case to Account Transfer?
Open cancellation case > select case owner type -> select drop down to search user-> change from USER to Que -> search "Account Transfer" and select change owner
Which of the Hassle free finance packages is required to use the 2.2k package or the 2.5k package?
Free Year
What is one of the benefits that is offered on a Flex, Covered, and Basic Move?
No contract extension
Additional discount of 10% or 20%
What is included in the 2.2k package?
Moving plus panel set up
Outdoor Camera Pro
DBC Pro G2
6 Sensors
DVR
True/False: When processing a deferment, it is important to read the deferment disclosure to customer
True
What is the account transfer template for the cancellation case?
•Customer Name:
•Verified:
•NHO Name:
•Phone Number:
•Email Address:
•Is there a Past Due Balance (Y/N):
•Is there a Large System Service Fee/RIC (Y/N):
•Is there an Active PIP (Y/N):
•Disclosures and Agreement (Y/N):
What is your trainers favorite food?
Well done!