Program Details
What is the temp change a cm can expect during a cycling event?
An average home can generally expect a 1 degree change per hour during a cycling event.
When asking a cm how many AC units are also EHP and they become confused by this, what probing can be done to help them determine this?
How many units outside also provide heating?
How can you help a cm determine where their air handler is located?
Explain it’s typically in an attic, crawl space, basement, closet and sometimes where they change their filter. Could also ask where the cm's vents are located and work from there to determine attic or basement/crawl space.
If a cm is a renter what needs to be determined before the program can be presented to them?
Determine if they live in a single-family home or an apartment.
Cm is enrolling in AC/HS/WH and near the end of the call they start asking what the device will do again. How should you respond?
By explaining all the programs again for AC/HS/WH and answering any questions they may have to ensure they have a clear understanding of how all 3 programs works.
What steps should you take if you receive an error in the scheduling tool?
First close out of the window open with the error, then open a new browser of the scheduling tool and start over with entering all the cm's information into the necessary fields. If error is received again then an SR needs to be entered for follow-up on scheduling the cm.
Probing for EHP, cm is unsure if they heat with electricity, what other question can we ask to help the cm determine if they do or not?
Do you heat with gas, propane or fuel oil?
Cm responds to the homeowner question saying, “I’m buying.” Is this an acceptable answer to determine whether the cm is the homeowner?
No, you must always probe further when a cm responds to the homeowner question this way by asking if they are referring to a mortgage or some type of rent to own.
Cm is a renter enrolling into AC/HS/WH, should you schedule an appt for them?
No, an SR should be entered for follow-up on scheduling once TAF is received.
Cm has 2 EHP, but only wants the device installed onto 1 of them. Can we do this?
No if a cm has multiple qualifying units they need to have all of them enrolled into the program in order to participate.
Name on record is Anthony Johnson, the cm answers the call saying “This is Tony!” Do you still need to ask for Anthony Johnson when opening the call?
Yes, you must always confirm who you are speaking with.
When determining how many AC/EHP/EWH the cm has they mention having an additional building, garage, etc., on the property with units associated with it. What further probing is needed in this situation? And why?
Should probe to determine if this additional building is either on the same acct we are calling them about or if it's separate. If all on one then all qualifying equipment must be accounted for and entered into Genesys, but if separate SR needs to be entered about additional building being on separate account along with # of units for that building.
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 and if the cm is still unable to confidently answer them then you should only move forward with the call offering what they can confidently answer to.
Cm is unsure if their WH is 30 gallon or more. What further probing is needed to help them determine this?
Do you know if it's a standard size WH or some type of small specialty size?
Cm wants the device installed onto their AC unit and not their house. What is the process?
Advise cm that a special request can be made for this, however if the tech is unable to install it onto their ac unit for whatever reason they will simply not be enrolled into the program. Then enter an SR for Install on AC Unit.
Cm asks if this is a money savings program that will help me with their bill, how should you respond?
No, this is will not lower your bill as this will not affect your rates or usage but you will receive the credits for your participation in the program.
If cm is unsure how to answer the question about their unit outside providing both heating and cooling. What further probing can be asked to help the cm answer this question?
When turning your heat on in the winter do you hear the unit outside turning on/making noise like you do in the summer when you turn on your AC unit?
Cm has 3 units hooked up to their home but mentions that one of them isn’t working quite right and it should probably be looked at. 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.
Cm is a renter but lives in an apartment, what should be asked of them before the program can be presented?
Do you have your own heating and cooling unit that supplies only your apartment or is it shared with others?
Cm would like the program explained to their spouse before making a decision to enroll, what should you do when they are put on the call.
Anytime a new person comes onto a call they must always be advised who you are, where you're calling from and that you're on a recorded line.
Halfway through an AC/HS sale it’s determined the cm doesn't have an EHP only AC, and also has an EWH. What should be done at this point of the call?
The cm should be advised they will not be enrolled into the HS portion, that this will change their credits from $125 to start to $75, along w/ monthly credits, and explain how the WH portion works. Also, depending on where things are at with enrollment; confirm # of WHs and access to WH being safe and accessible.
Cm mentions they have an HVAC system that uses water, what further probing is needed when they mention this?
Probe to determine if it’s it a geothermal unit. If cm says yes, they do not qualify for the program.
Cm mentions mini split, what questions can be asked to determine if cm has a mini split or regular HVAC unit?
Is your heating and cooling centrally ducted coming through all the same vents in your home? Or do you have a unit that’s installed inside on the wall that blows the hot and cold air?
Cm says they have a hybrid or heat pump WH. Does this type of WH qualify?
Yes, all 30 gallon and up tank style electric WHs qualify for the program.
Once you’ve completed your enrollment and the cm is off the call, what should you always do before logging the call?
Double check that all required fields are filled in with all required data and if SR needed, that is was entered properly to avoid any data entry errors.