Discounts, Credits, Eligibility
This is the required customer tenure before offering a rate reduction.
This is the lowest pre-taxed rate before LDO for the BASIC service level with QSP.
Nest thermostats can save this average percentage range on heating bills.
When a customer disputes an accurate BOC and a 10% reduction is not enough, this is the increased discount agents can offer if the customer agrees to pay in full today.
This step focuses on acknowledging the customer’s tenure and building rapport first.
What is gain customer trust?
https://adt.lightning.force.com/lightning/articles/Knowledge/Acct-Mgmt-Save-Strategy-Non-Use
This approval is required before combining multiple labor or discount offers.
What is manager approval?https://adt.lightning.force.com/lightning/articles/Knowledge/Acct-Mgmt-Offers-and-Eligibility-Policy
This last-ditch option offers a short-term discount with no contract required.
What is $14.99 for 3 months?
https://adt.lightning.force.com/lightning/articles/Knowledge/Acct-Mgmt-Offer-Grid-Residential
When the system is armed, this color appears on the siren ring light.
Customers must do this to receive paper statements.
What is opt-in on MyADT.com?
(not eligible if on easypay/auto pay)
https://adt.lightning.force.com/lightning/articles/Knowledge/Billing-Billing-101
This type of question helps uncover why the customer wants to cancel.
What is an open-ended question?
https://adt.lightning.force.com/lightning/articles/Knowledge/Acct-Mgmt-Save-Strategy-Non-Use
This priced offer gives customers 6 months at a reduced rate with a required 12-month contract.
What is $19.99 for 6 months with a 12-month contract?https://adt.lightning.force.com/lightning/articles/Knowledge/Acct-Mgmt-Offer-Grid-Residential
This LDO offer is the permanent dollar amount offered across all service levels with a contract requirement.
This happens when Wi‑Fi goes down, ensuring important events are still captured.
Automatically record important events for up to one hour in its local memory.
https://adt.lightning.force.com/lightning/articles/Knowledge/google-nest-cam-outdoor
A customer with QSP calls in for a covered repair—what should they NOT be charged for?
What are parts and labor?
(excluding batteries)
https://adt.lightning.force.com/lightning/articles/Knowledge/Billing-Billing-101
Competitors like Vivint have fewer of these, increasing customer risk
What are monitoring centers (redundancy)?
This is the maximum credit offered to an 8+ year or $55+ RMR customer.
Before presenting a life safety/video only last-ditch offer, reps must complete this number of retention attempts first.
This feature lets you know when frequent visitors arrive at your door.
What is Familiar Faces?
https://adt.lightning.force.com/lightning/articles/Knowledge/Google-Nest-Doorbell
ADT may block purchases when using these types of cards.
What are prepaid, gift, or fintech cards?
(such as Apple Card, Revolut, Chime, Venmo Credit Card, Robinhood Debit Card, Greenlight, etc.) for sales purchases. This includes batteries, yard signs, and other accessory/device/system orders.
https://adt.lightning.force.com/lightning/articles/Knowledge/Billing-Billing-101
After resolving the issue, agents should communicate this to rebuild trust.
What actions were taken to prevent it from happening again?
https://adt.lightning.force.com/lightning/articles/Knowledge/Acct-Mgmt-Save-Strategy-Unsatisfied
This is the maximum allowed discount on install or T&M charges before requiring approval.
This price is the lowest pre-taxed amount for life safety only.
This device allows you to open or close your garage door using your smartphone and the ADT app and provides audible and visual warnings prior to door movement to provide a safe way to remotely open and close your garage door.
what is GD00Z-8-ADT Command Garage Door Remote Controller
https://adt.lightning.force.com/lightning/articles/Knowledge/Command-Garage-Door-Remote-Controller
This type of billing means charges occur before services are used
What is billing in advance?
https://adt.lightning.force.com/lightning/articles/Knowledge/Billing-Billing-101
When reducing price, agents should always explain this benefit.
What is total yearly savings?
https://adt.lightning.force.com/lightning/articles/Knowledge/Acct-Mgmt-Save-Strategy-Financial