SPAYG Jeopardy

Objection Handling

100

If a customer says they "just don't want SPAYG" - what are our next steps?

Understand exactly why and tailor objection handling to the specific objections

200

What can we say to "I don't want my electric to be cut off"

Mention friendly hours and how they need just 1p on their meter

300

What can we say to "It's too expensive"?

You would be paying for what you're using + something on debt, we had an ATP convo which indicates you can afford it, you can manage your usage and decrease to pay less

400

If a customer worries about how to top up - what can we say/where can we direct them to?

Utilise the website, advise of multiple methods: 

- Online

- On app

- Paypoint 

500

What can we say to "I just want to stay on what I'm already on"?

Advise it's just not working for the customer, bring up age of debt, failed DDs, payment history

General

100

How many failed DDs must the customer have before we decline another and offer SPAYG as the main option?

2

200

Name 3 benefits to SPAYG

Manage your own usage

Great tool to help with budgeting 

No debt build up

300

Where can we see a customer is able to have SPAYG?

DMS, remote switch checker

400

What is the SPAYG incentive?

Incentive where we offer £50 per fuel to every customer who successfully switches to SPAYG

500

What indicates to us that SPAYG is probably best for the customer?

Bad payment history (failed payments, last payment a while ago) 

Failed DDs 

Disputing usage 

Unhappy with constantly calling us 

Pays weekly 

Can afford usage & debt 

Setting up a PA for a very long debt repayment - 24 months+

Remote Switching

100

Name 3 things we need to check before we remote switch a customer

ATP 

Vulnerabilities & S&RP

Is the meter communicating?

200

What is the debt repayment rate for customers who are working full time?

£8 per fuel

300

What are the friendly hours?

(Meter must have at least 1p). 4pm–10am weekdays, and 4pm Friday–10am Monday. Extended over Bank Holidays.

400

What do we do if the meter is not communicating and has firmware issues?

Utilise the SPAYG switch tool to see if there is a workaround and we can pull readings, if not warm transfer to SPAYG team

500

Talk us through the remote switch process briefly

Do checks - ATP, S&RP, meter is live & on supply, etc.

Switch tariff to SPAYG and discuss T&CS

Pick a date of the switch - 1-30 days, set a PTP for the switch date to stop debt follow up

Agree weekly debt repayment rate

Set expectations with customer on topping up, online account, etc

Set reminder for 3 days - add pinned note, check if switch has gone through, add incentive