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WorksheetsVivintSmartHome Complete Study Guide
Total questions: 14
Worksheet time: 7mins
What is needed to verify a primary account holder when they call in?
Account holder's name
Date of birth
Verbal passcode
email address
Service address
If an account holder gets their passcode "OCEAN" wrong, what kind of hint can we give them?
It's a big body of water
Fish live in the...
It's a word
It's blue
We live by the Pacific...
What are the THREE types of Customer Verification?
Primary, Secondary, Partial
Primary, Second, Third
First, Second, Third
Full, Half, Partial
Primary, Secondary, Last chance
What can a Customer with PRIMARY verification do to their account?
Troubleshoot or Cancel account
Change the verbal passcode
Change the billing address
Add special instructions with monitoring
All of the Above
What can a customer with SECONDARY verification do to an account?
Troubleshoot or cancel account
Request dispatch cancellation
Review alarm history
Change billing address
Change verbal passcode
For a PARTIAL verification, the customer must verify two of the FOUR acceptable forms of partial verification. What are they?
Service address, phone number, Date of Birth, Emergency contact
Billing address, Last four of SS#, password, Panel ID
When on the phone with a customer, we should ALWAYS accept liability.
True
False
When should you state that you're on a recorded line?
When the call changes between customers
When you receive calls
When you call out
When a call is transferred to you
What is the order of the call flow?
(a)
What Vivint branded statement must you use in the INTRO?
I am here to help you.
Let me help you.
Vivint is here to help you
How may I help you?
Which Vivint branded statement must you use in the CLOSING?
I'm glad I could help you.
Thank you for letting me help you.
Vivint appreciates you as a customer.
I hope this helps you.
What is an advantage of Flex Pay?
Customers can choose to finance their equipment or pay it up front
Customers can choose to pay for their service upfront
Customers can choose to pause payments
How can customers finance their system/equipment?
Pay up front
Finance through Citizen's Bank
Personal loan
Line of credit through Fortiva
What service packages does VIvint offer?
CarGuard
Smart Home Service
Smart Home Video
Monitoring
