Punctuality (Be on Time)
Tuesday through Friday, unless otherwise requested by customer, 8:30am
What time I am suppose to arrive at my first job?
After selling a club membership subscription, this step has to take place or we will be calling the customer next month because there account will show up in accounts relievable
What is save the credit card on file?
Demonstration: Tell us how to save the card on file
A customer has concerns with a plug in their home, Tech takes out their volt meter and confirms with the customer that the plug in question has appropriate voltage/ power running to this area.
What is a Diagnostic?
Anytime you are in a Doctor Electric uniform in a meeting, gathering items for a job , or in a customer's home, you are out of uniform if this is not found in your shirt pocket.
What is a name badge?
The primary purpose of the rehash is for Mory to offer coupons and discounts that techs are not authorized to offer in order to get the job sold.
False: The primary purpose of the rehash is to build additional value
Added notes: Value for the tech and company. There are times jobs are sold with no additional discounts. Remember we are not in the business of buying jobs.
Technicians always text and call Mory first to let him know and then send a message to the office to let them know. This will ensure your customer is informed and updated
What is ask the customer how they would like to pay for the job?
Demonstrate: How would you ask the customer if they are entering into a meeting? How would you ask the customer if they would like to pay before being unavailable or leaving?
Tech opens the panel and wiggles the breakers to see if they are loose and also removes a few breakers to view the buss bar to see if it has any burns
What is a diagnostic or a safety check ?
If your uniform shirt is damaged via ripped or silicone/ foam stuck on them that has stained the shirt, the technician should do this
What is tag their shirt with a orange tag and place the shirts in the laundry on Monday?
When rehashing the tech should focus on walking Mory through the job and the customer needs. The tech may even walk through how they are going to do the work to see if there are other options for the customer
True: The tech should focus on the work that needs to be completed and why the customer is in need f the work. This will help build more value and also educate the customer. At the end of this process, price is disucssed
We do this to ensure our afternoon customer is aware of our arrival time and informed of any delays. 95% of the time this should be reported to the Mory and the office within 1 hr after arriving on a job
What is report time needed on job?
A customer is not home when a tech sells the job or when they complete the work. The customer ends up in accounts receivable and tries to argue the price and legitimacy of the bill. However, they cannot say the bill is not authorize because the technician collected this data at the onset of the job
What is e-signature?
Demonstrate how to collect e-signatures for authorization to complete work and how to collect e-signatures for job completion paperwork
The customer paid for this service via the dispatch fee, but they declined. The tech should get this info to assert the service was offered and the customer declined the service.
Safety check declined signature
Given that foam and instillation will stain shirts and pants the technician should wear______ to protect their pants and if pants are stained the technician should __________. ( answer is two questions)
What is wear coveralls? what is let office know so we can order them new pants?
Rehash process include: 1. giving Mory a heads-up that a rehash call is coming, 2. talking to Mory on speaker in front of the customer, 3. reviewing customer needs, 4. discussing what we are offering customer, 5. addressing any concerns or objections
True
Random ST buttons : Translate Pig Latin
ouyay ustmay ockclay outyay orfay unchlay 20 inutesmay eachyay ayday
what is You must clock out for lunch for lunch 20 minutes each day
Random:
This has to happen before you walk into your customer's home.
Answer is: ITH EHT RRIVEA OTUNTB
( Unscramble)
His the arrive button
Random
The techs currently do this but the office staff need to take the process over so that we can ensure each customer is called and given a heads up before the tech heads their way
What is hit the dispatch button?
Random
It was 1.7 million and now it is 1.5 millionWhat is the yearly revenue goal?
Rehash should only be done on jobs with no items sold
F