Cancellations
True or False: The Initial Cancellation Survey should not be sent as the first formal step in every client cancellation process.
False
Which credit card payment information are ACs authorized to collect?
CVV code and expiration date
Which ODM employee is responsible for initiating scheduling the Warm Introduction with the client?
The Sales Rep.
Which numeric fields in Salesforce are used to calculate upsell for the AC department?
Setup + Value of Sale
Recite our motto that describes logging detailed communication notes in our CRM.
“If it’s not in Salesforce, it didn’t happen.”
True or False: A Subscription Product that is Lost should be marked accordingly on the Paid Thru Date.
False
How many days into a Non-Pay does the Non-Pay become a Non-Pay Cancellation?
15 days
Which ODM employee’s Zoom Meeting link is utilized for a new client’s Warm Introduction meeting?
The AC’s
Which upsell Subscription Product would generate the most upsell Value on an annual basis?
Elevation package
Which ODM service package does not require a Quarterly Coaching Case?
None
At what point in the cancellation should an Exit Interview be scheduled?
After 5 attempts or when all save options have been exhausted
How many days will we continue services when a client is in Non-pay?
At 45 days services will be suspended.
Within how many business days after the setup completion notification will the Sales Rep. contact the client to schedule the Warm Intro.?
2 business days
Which Salesforce fields on Proposed Products must be manually entered and updated?
Proposed Rating and Proposed Value
A client is never available to talk when you call the business. What should you do?
Try all forms of communication (Text, email, leave VM) and ask the person answering the phone if there is a different number you can contact them at.
The "S" in our "LAST" Method stands for what?
Solve/Suggest (LAST: Listen, Apologize/Empathize, Solve/Suggest, Thank)
List the day intervals in which a client receives an email about the non-pay status.
Day 8, 30, 60, and 90
If the Sales Rep. is unsuccessful in scheduling the Warm Intro. during the attempt process, what attempt must be completed by the AC?
Account Consultant will attempt 1 phone call on the 4th business day and send the Warm Intro scheduling email
List examples of ‘liabilities’.
Partnership expenses and advertising spend to platforms
Which Salesforce report on the ACDM Daily Dashboard tracks when additional tasks are needed by the AC to push an upsell through?
ACDM Recon Report
Which field on the Subscription Product Cancelation under the Cancelation Reason section must be filled in if the Cancellation Sub Reason is ‘Other’?
Cancelation Other Reason
Which ODM employee is responsible for marking a Non-Pay as Closed Lost after the Final Demand Letter?
AC Supervisor or Accounting
Which items should be shown to the client for approval on the Warm Intro.?
20 pieces of service-oriented content, platforms after Setup is completed, and HQ Location User access.
When is an upsell Subscription Product’s ‘Renewal Process’ field marked as ‘Renewal Call Required’?
When client contact must be made to confirm the renewal payment and terms
List three reasons you would create a High Risk Case instead of a Cancellation Event?
Asked for contract/terms, asked for platform credentials, mentioned business financial/budget issues, mentioned future/uncertain business sale, mentioned starting to work with another marketing service, a new company gained access to the business platforms, and our platform access was removed