Program Details
What is the temp change a cm can expect during a cycling event?
An average home can generally expect a 1 degree increase/decrease per hour during a cycling event.
Cm is a renter, what needs to be determined first before the program can be presented to them?
To ask if they live in a single-family home or an apartment. If in apartment it then needs to be determined if cm has their own HVAC unit or if it's shared.
What do you ask when the cm is unsure of how many EHP's they have?
For HS quantity ask, "How many of those central air units also provide heating?" If unsure: Enroll without the HS option.
AC only, cm has a fence that's not locked and a dog with no access to the AC unit. Should you schedule an appt for this cm?
No, this cm wouldn't need an appt. We would need the following SR; AC only; cm has dog with no access to unit.
Cm wants the device installed onto the AC/EHP unit and not their house. How should you proceed?
Offer to submit a special request for this and also advise the cm if for some reason the tech is unable to install it onto their AC/EHP unit, they will not be enrolled into the program. Then enter SR for Install onto AC unit.
Cm makes a comment about saving money with this program. How should you address?
Advising the cm this has nothing to do with their bill as this will not affect their overall monthly rates or usage but they will receive the credits they qualify for every year they remain on the program.
Cm responds to the homeowner question saying, “I’m buying.” Is this an acceptable answer to move on to the next portion of the script?
No, first it needs to be determined if the cm has a mortgage or rent to own.
What do you do when the cm asks about the thermostat program also known as the SMART Thermostat program?
Anytime the cm mentions the thermostat program, first probe to see if they are participating in that program, if they are you need to let them know that they cannot participate in both programs at the same time and should not move forward in processing their enrollment.
Cm is requesting a Saturday appt. How should you proceed?
Offer to submit a request for a Saturday appt and then let them know someone will follow-up with them to get this completed. Then enter SR for follow-up on scheduling.
How do you address if the cm says, "I think 35 gallons" when asked the size of their WH?
Ask if it is standard size, or a mini water heater.
What do you do when the cm is enrolling in all 3 portions of the program options and ask about how cycling works at any point after going through the presentation?
Go over the cycling portion of the presentation again. If the cm enrolled in multiple options, explain cycling for each option and ask, "do you have any questions about how cycling works for your (AC/HS/WH) before I explain cycling for the next portion?"
If a cm has a dog what should they be advised of?
We do ask that your pets be secured for the duration of the appt to ensure their safety and the safety of our technicians.
If cm is unsure how to answer the question about their unit outside providing both heating and cooling. What further probing can be done to help the cm answer this question?
To ask the cm, when they turn their heat on in the winter, do they hear the outside unit turn on the same as it does during the summer.
When should the cm's account number not be included in the scheduling tool?
When attempting to schedule an appt for a new/alternative address.
What do you say when the cm is unsure where their air handler is?
Ask, "The air handler is typically located in an attic, basement, supply closet or crawl space in the home. Would these areas be safe and accessible for the tech?"
Cm has 3 EHP units hooked up to their home but when asked if in working order cm says one of them isn’t working quite right. Can you still enroll the cm for their other 2 units?
No, since the cm confirmed all were hooked up to their home in order for them to qualify they would need to have that one unit repaired and back in working condition first before they can enroll.
Once you’ve completed your enrollment and the cm is off the call, what should you always do before selecting the wrap code?
To avoid any data entry errors double check that all required fields are filled in with all required data in the script, and if SR is needed, that it was entered properly.
If cm answers any of the qualifying questions saying "I think so", "I believe so" or "I'm pretty sure" what should be done before moving on with the call.
Further probing is needed as the cm must be able to confidently answer all the qualifying questions in order to determine if the equipment qualifies.
When attempting to pull up the calendar the first time you receive an error that states, "Thank you for your interest.." How should you proceed?
Close out that browser and start over by pulling up the scheduling tool page, re-entering all of the cm's information again attempting to pull up the calendar. If you receive this error a second time, then enter an SR to follow-up on scheduling along with advising the cm to expect a follow-up call.
What do you do when the cm mentions they already enrolled; however, the technician never showed up?
Transfer to EWH customer service to schedule an appointment and wrap as Have Plan.
Halfway through an AC/WH enrollment it’s determined the cm also has an EHP, what should be done at this point of the call?
The HS portion of the program needs to be explained to ensure cm understands how that portion works and that their credits will change if they decide to enroll that portion as well.
Who is authorized to make the decision to enroll in the program?
We must always confirm who we're speaking with, we can enroll the account holder, spouse, POA, and someone who the account holder verbally gives us permission to speak with that can make decisions on the account.
When determining how many AC/EHP/EWH the cm has they mention having an additional building, garage, etc., on their property with units associated with it. What further probing is needed in this situation?
To ask if this building is on the same account as the one we're calling them about or if it's separate.
Cm's appt is accidentally scheduled for the incorrect date. How should you proceed?
Inform the cm that their appointment was scheduled for the wrong date. Their information will be sent to Scheduling for follow‑up and rescheduling, and an SR should be entered. If the incorrect date still works for the cm, no further action is needed.
What do you ask when the cm is enrolling an additional property?
You MUST ask 3 additional questions: