Moxie Office

Branding

100

Recite the Mission Statement for Moxie

We improve the quality of life for our customers, team, and community.

200

What are our four VALUES?

1. Do the Right Thing

2. Be Nice

3. Be the Solution

4. Keep Improving

300

What are our four impressions?

1. This is a pleasant person who likes their job.

2. This is a competent expert

3. This expert is committed to solving my problems.

4. I made a genuine connection with this person.

400

What is the golden opportunity?

This is someone I trust with my home and family

500

Name all eight team talents

1. Genuine

2. Nice

3. Committed

4. Capable

5. Collaborative

6. Self-Improving

7. Respectful of Appearance and Property

8. Safety-Minded

Customer Service

100

Role play putting a customer on hold

-Ask the customer if you can place them on hold, give them a timeframe, and a reason

-Then thank them when you take them off hold

200

Role play transferring a customer to Account Care

-Automatic fail if you say you cannot close the account or if you mention closing the account

-Mention sending to Acare to take care of the account

300

Role play a customer asking what time we are coming for their interior reservice tomorrow

-Go through whole timeframe progression

-Automatic fail if any step is skipped

400

Role play preventing a RS for ants 

-Mention they are outside

-Ask how many

-Ask where

-Ask how long

-Ask alive or dead

500

A customer calls, they are upset about a FE letting their dog out. Role play solving the problem

-Empathize

-Apologize

-Send the FE out to look for the dog

-Let them vent

-100 bonus points if you share a personal story about your dog/animal

Pest Routes

100

Notes such as "Two dogs and a swimming pool, gate code #4234" - where would that note go in Pest Routes and WHY?

Subscription Notes because they matter to the field expert!

200

Customer calls. What three things do you check when pulling up their customer card?

1. Notes

2. Are they due for their Q?

3. Do they have a balance?

300

What FOUR things do you do in PR for a non-live cancel request?

1. Make a "Cancel Request" note

2. Turn on the Cancel Pending Flag

3. Make a task for Acare

4. See if they have any pending appointments, cancel them

400

Demonstrate you know how to set up a Sentricon Seasonal Inspection on a fake account - you may use your cheat sheet

-Automatic fail if they forgot anything

500

You are scheduling an LCO. Name all the things you should do in PestRoutes! (HINT:7 things)

1. Send the LCO email with instructions

2. Schedule the appointment with a timeframe

3. Schedule the appointment with a 45 minute duration

4. Confirm the appointment (send email reminder)

5. Put notes in the account

6. Put notes in the appointment

7. Put notes in the top route notes

Bug Biology

100

Name the four types of roaches we see here at Moxie

1. German Roaches

2. American Roaches

3. Oriental Roaches

4. Brown-Banded Roaches

200

Name this spider:

-These spiders are large and often seen under lights. They sometimes enter homes through cracks and crevices around doors and windows.

-Females of most species of ______ carry their egg masses below their abdomens until after eggs hatch. The young spiderlings cling to the mother for a short time after hatching, and may be found on her abdomen as well.

- _____ Frequently encountered but pose no hazard to humans.

Wolf Spider

300

What is the nickname for Field Ants?

Garbage men!

400

Explain the difference between venomous and poisonous 

Venomous is it bites you, poisonous is you bite it!

500

Explain why we switch baits every other time when we bait for roaches

Each generation builds up resistances to the pesticides and won't die from the bait, so we have to switch!

Setting Expectations

100

Customer calls with ants in their kitchen! They have been using raid and the problem just seems to be getting worse. Role play setting expectations

-Mention budding

-Mention using store bough products 

-Mention free RS

200

Customer calls, they have flies EVERYWHERE all over their kitchen. Role play setting expectations.

-Mention source pests

-Mention getting rid of the source

-Mention cleaning everything really well

300

Customer calls about fleas inside, they just had an interior treatment 5 days ago and they are still seeing fleas inside. Role play setting expectations.

-Mention to keep vacuuming!!!!

-Mention it should take two weeks 

-This is totally normal

400

Customer calls with wasp issues, they are upset that we haven't prevented them when we have been treating all summer, role play how you would set expectations.

-Mention that they are flying

-Mention free RS

-Mention we take down their nests

500

Customer calls, they are pretty upset because we were out a few days ago and now there are spider webs again! Role play setting expectations

-Mention free RS

-Mention exoskeleton

-Mention how the product takes two weeks

-Mention how they rebuild their webs super fast!