Memberships
How much does Thermo Direct's residential membership cost for one system per month?
$30
What Job Type is used when a non-member customer is requesting service for their non-functioning heating and cooling system?
HVAC Diagnostic or HVAC-DIAG
What Business Unit is used for the HVAC-DIAG Job Type?
HVAC Service
Customer calls with questions about their unsold repair estimate, hence, needs to speak with Dispatch. Dispatch is unavailable. What is the standard operating procedure?
Collect the customer's questions and create a task for dispatch
What expectation is provided to the customer about the technician's arrival?
"The technician will contact you about 30-45 minutes prior to arrival."
Otherwise known a Rapid Response; what is the minimum response time for a new lead?
60 seconds or 1 minute
Customer is asking why their payment was declined. Where would you find the reason for the decline?
On the invoice
What is the purpose of Qualifying the Call?
To ensure that the CSR knows the best course of action for scheduling
How many yearly maintenance services does the membership provide? List them.
4
1 AC maintenance
1 Heat maintenance
1 Whole Home Electrical maintenance
1 Whole Home Plumbing maintenance
A non-member customer is requesting service to repair a broken outlet in their home. What Job Type is used?
Electrical Diagnostic of EL DIAG 89
What Business Unit is used for the Sales Evaluation Job Type?
Sales
A customer is requesting a phone call from a technician. What is the most important information you must gather from the customer?
What they wish to speak with the technician about
When submitting a customer requested Task to Dispatch, what is the response timeframe disclaimer that you must provide to the customer?
"Please allow 24-48 business hours for dispatch to respond."
Name 4 lead sources.
1. Angi's List
2. Duke Energy
3. Google
4. Homeadvisor
5. Yelp
Customer is asking if their membership discount was applied to their invoice. On which ServiceTitan screen will this information be visible?
Print Screen on the invoice
Name the two requirements for qualifying a Saturday "Emergency" Electrical appointment.
1. Whole home out of power
2. Customer must have verified with their power company that the error is not with them
What ServiceTitan Form must be completed when you sell a membership and where can it be found within ServiceTitan?
Club Application found on the Location Page
Customer is stating they need to replace their heating and cooling system. What Job Type is used?
Sales Evaluation
What Business Unit is used for the Plumbing Service Fee Job Type?
Plumbing Service
Customer with a balance from missed membership payment(s) is requesting service. What is standard operating procedure?
Collect the balance and book the appointment
A customer with a membership has booked a diagnostic appointment. What disclaimer is provided?
"If the issue at this appointment is not related to your system's operation and no repairs are needed, you will only be charged a service fee of $69. However, if there are repairs to be completed on the system we maintain and you choose to proceed, your service fee will be waived as a valued member."
What is the most important aspect of a scheduled Sales Evaluation appointment to the Project Manager?
That BOTH decision makers are present
Customer has a Charge Off balance notation from Accounting on their account. How much do you charge the customer to rectify the Charge Off?
Charge the customer 3 months of their previous memberships monthly payment.
PEAK SEASON: Customer had a maintenance scheduled for today but needs to be rescheduled due to demand calls. You see there is Availability tomorrow on the schedule as well as the rest of this week and next week. What scheduling option would be in the best interest of the customer AND Thermo Direct?
Next Week
What is a Recurring Service Event?
It is a Service event that is provided to the customer as a benefit for a customer's membership
Customer had an electrical repair completed 10-28 days ago and is stating that the "same issue" is happening again. What Job Type is used?
RECALL-ELECTRICAL
What Business Unit is used for the RECALL-HAVC SERVICE Job Type?
HVAC Service
Reschedule (1-2-3)
What disclaimer is provided when you book a recall or a warranty appointment for a non-member customer?
How do you ensure that both decision makers will be at the Sales Evaluation appointment without saying the word, "decision maker"?
"Is there anyone else you would like to be added to your account that would like to receive information about this estimate?"
Customer has a suspended membership due to a balance on their account but is due for a maintenance. Where can you verify which months the payments were missed?
On the Customer Page under invoices
What clarification must you gather from the customer before booking an HVAC-DIAG vs. a Sales Evaluation appointment?
How often should Recurring Service Events for an active membership be performed?
Every 3 months for a total of 4x per year
Customer is requesting the installation of a bath fan. What Job Type is used and what is the service fee for this request?
MECHANICAL ESTIMATE with a $99 service fee
What Business Unit is used for the Warranty Call Job Type for a HVAC install?
Warranty
Customer is escalated and asking to speak with a manager. What must you first determine prior to transferring the customer to management?
What the customer is escalated about.
What disclaimer must you provide to a customer when signing them up for a Thermo Direct membership?
"This membership is a year commitment."
Customer has an estimate to replace their heating and cooling system and they are asking for this estimate to be emailed to them. Who and how do you notify so the customer's request is fulfilled?
Notify the Project Manager by scheduling a NA-FORM appointment with the Job notifications OFF.
Customer is claiming they paid a balance that is still showing on the account. What do you ask the customer to provide?
Proof of payment
PEAK SEASON: Its 4:02PM and a non-membership customer is asking for a same day appointment. How do you Qualify this Call?
1. How long has the system been down?
2. What is the temperature in the home?
3. How many systems are on the property?
4. How old is the system?