Mystery
True or False: If the customer has already sent in a notice of cancellation (NOC) and the account has been cancelled, we don’t need to ask discovery questions or extend offers to the customer.
False
**LOSING TEAM IF YOU GET THIS QUESTION RIGHT, YOU WILL MATCH THE WINNING'S TEAM POINTS** (Winning team will just get the points for this question)
We use the TFBR model while delivering an offer to the customer. Which parts of the TFBR model would build value in our new equipment if the customer were calling about equipment issues with older models?
Features & Benefits
The customer you are speaking with mentions that you are the fifth person they have talked to today and they are frustrated because of the number of transfers. What should you do next?
This is a Raise Your Hand situation
A customer was cancelled due to non-payment, where should we send this customer?
Collection/ Billing
When putting the customer on hold, how often do you need to check in with the customer?
2 Mins
A customer qualifies for a line of credit with Fortiva. They are interested in getting a Smart Hub panel and a Indoor Camera Pro. What would be the term length for this customer’s new agreement?
36 months
The customer you are speaking with wants to cancel. You have provided multiple solutions to their issues, but they still want to cancel. They currently have an open line of credit for their equipment. They were installed in 2021 and have the Premium Kit of $1,799. What would be the buyout for this customer?
BuyoutPromise
The customer is calling to ask about adding some additional cameras because a former spouse has been making threats on their life and they are concerned about this person breaking in and harming them in some way. True or False: This situation is serious but is not considered a “Code Red.”
False
During your discussion with a customer, you discussed the benefits of the referral program, and they would like you to send them a referral code. Which button on their service in Salesforce should you click to get the process started?
“Offer Pitched” button next to Vivint Referral in the Next Best Offer tool
**Double Points**
As you are speaking with the customer, they share with you that they will be moving out of country to Japan permanently and they need to cancel the account ASAP. Which specialty team would you transfer this call to?
Exception Review
What are all the financing requirements for a customer to qualify for a LOC?
Show slideshow
A customer calls in to request cancellation. When asking for the reason for cancellation, they state that they simply “just don’t use it.” What are some good discovery questions to identify the true reasons/motivations for the customer’s cancellation request and to help you build a tailored solution for the customer? Try to give at least 3
What caused you to stop using your system?
When you were using the system, did it meet your expectations? If not, what would you change about the system?
I know you are not using it much now, but what was the reason you decided to get the system initially back in (install date)?
Customer Loyalty has a No Attempt/Poor Attempt policy that each employee is responsible to follow. The first no attempt will result in a final warning and the second within 90 days will result in termination. Using Knowledge, what two examples does it provide that shows a no attempt example?
No save offer is given to a customer wanting to cancel, including already cancelled services
Failure to offer solutions to a within term customer who is wanting to cancel
***DOUBLE POINTS***
Which customers are NOT eligible for the Referral program?
Channel Partner customers
Doorbell Camera Pro Standalone customers
As you are talking with a within term customer experiencing doorbell camera issues, you discover by looking through previous case notes that the customer has never attempted to troubleshoot the camera issues before. What is the best course of action?
Offer to transfer them to troubleshooting specialist to attempt to fix the issues over the phone
*TRIPLE POINTS*
If a customer is calling to make a subsequent purchase to their line of credit, how would you process that to make sure it gets added to the line of credit and not invoiced upfront?
que the opportunities team
The White Glove policy was created to ensure that our customers experiencing equipment issues have a chance to troubleshoot those issues with our Customer Solutions experts over the phone before going through cancellation steps or sending a technician to the home. How can you identify if the customer has spoken with Customer Solutions that day and if they should be transferred to the White Glove team in Customer Solutions?
Review cases in Salesforce and look for any recent CareGenie or Troubleshooting cases
A customer installed in 2020 has the $599 basic kit and an active equipment loan. What is needed for the customer to buyout of their agreement and fully cancel their account?
1The LOC has to be paid off on the customers term
2. Confirmation that the customer has paid off 50% of the remaining monitoring agreement
3. A verbal/written of cancellation (NOC) must be on file
Our Vivint Insurance team can offer P&C Insurance. Which insurance do we not offer?
Health Insurance
The customer you are speaking with says that the technician fell through the ceiling while installing the system. What are your 2 next steps?
Create a Home Damage case
and
Inform the customer that a Claim Manager will reach out to them within one business day
The customer you are speaking with wants to cancel. They have an open line of credit for their equipment. They were installed in 2020 with the $599 Basic kit and an RMR of $20/month. Their total equipment costs were $3,000 resulting in the term length being 60 months. After checking the Final Payment section in the cancellation case, you determine they have 30 months left on their agreement. What would be the total amount the customer must pay to buyout of their agreement? Name both buyouts for the financing provider and for Vivint.
Equipment: $1,500; RMR: $300
What cancellation options are available for a customer with a $1,799 kit who wants to terminate their service early?
Ensure the equipment is completely paid off and verified with our finance partner. This will make sure they don't have a monitoring buyout with Vivint.
OR
They can Pay 50% of the monitoring contract and it will cancel Vivint’s monthly service charges; however, the customer will remain responsible for the equipment under their own terms.
For a customer to cancel their account, a notice of cancellation (NOC) must be sent from the customer and attached to their service. What does that NOC document need to include?
Contract signers name
Service number
Service address
Verbal passcode
Reason for cancellation
If sent by mail, must have customer’s signature
Also If sent by email, must come from email we have on file or if not from email on file, it must include a scan/picture of the NOC signed by contract signer
Name all Benefits for the VPP (there should be 4)
The VPP can be cancelled at any time
No Cost Technicians (After troubleshooting)
No-Hassle Equipment Replacement
Priority Phone Routing
A customer calls in and informs you that their system is not functioning properly because they recently had a fire in their home. You’ve notified your supervisor and have determined that you can own the call. What are the correct 3 next steps to help this customer experiencing an actual event?
Ensure the customer, their family, and home are okay
Create an Actual Events case
Inform customer that an Actual Events case has been created and that a case manager will be reaching out within one business day