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WorksheetsAssessment Review
Total questions: 28
Worksheet time: 21mins
Which are the correct installation fees?
$129 - Standard
$199 - Standard
$129 - Financing
$199 - Financing
NOC stands for?
Notice of Car Rental
Novice of Cancellation
Notice of Cancellation
Not Over Cancelling
Which of the following are true?
The NOC is required to cancel
Only one cancellation case can be open
The skycontrol is the newest panel
Anyone can renew services
What is used to request time off and view your schedule?
Workday
TheHub
Webstation
Salesforce
Which cameras have two-way talk?
Outdoor Camera Pro
Doorbell Camera Pro
Outdoor Camera
Ping Indoor Camera
What can be used to give the customer access to the account and it's information?
Secondary Passcode
Social Security Number
Birthdate
Verbal Passcode
What kind of case is used for a deferment?
Cancellation
Billing
Troubleshooting
Customer Feedback
What are the customer types?
ROR
EOT
NOC
WIT
Select the sections of the call flow?
Close
Delivery
Intro
Discovery
The customers warranty is in effect for how long?
For a year
Till the end of the contract
Until their ROR is over
As long as the account is active
The EOT starts at?
24 months or less
3 months of less
12 months or less
After the contract is over
What do we use to find and make save offers?
Create a Case
Create Documents
Referral Tools
Retention Manager
RMR stands for?
Recurring Monthly Rate
Recurring Monthly Revenue
Recurring Monthly Return
Recurring Monthly RAWR XD
How much can we give with our goodwill credit?
$50
$15
$5
$25
What are the requirements for deferments?
Must be past first 6 months
Not overdue on their bill
Must have more than 6 months left
Can't take more than 6 months
Email to send a NOC?
documents@vivint.com
retention@vivint.com
loyaltysaves@vivint.com
Your vivint email
What should you do with every eligible call?
Process a deferment
Make 2 offers
Take a payment
Pitch tailored offers
When should we read a verbal agreement?
deferment
EOT saves
ROR Saves
Financing
What reasons would we transfer to Exceptions Review?
Agreement disputes
Customer is moving to assisted living
Customer has stage 4 cancer
Medical expenses
A work order could be?
A customer request
Your shift
Sending a tech(truck roll)
Shipping equipment
Can we have more than one open cancellation case?
Yes
No
What is a COVID credit?
Alternative to giving free months
Credit that drops RMR to $15
$15 credit for cx's impacted by covid
What does PSA stand for?
Purchase and Service Agreement
Purchase of Sales Agreement
Paella of Super Appalachian
Are we able to extend renewal offers to WIT customers?
Yes
No
What is the basic notes template?
Name; Verified; Situation; Resolve
Name; Verified; Issue; Resolution
Name; Scenario; Resolution
Name; Verified; Scenario; Resolution
Which of the following are properly set up?
Deferment - Billing Case
System Pull - Troubleshooting Case
Using Retention Manager - Cancellation Case
Service Work Order - Troubleshooting
What is considered a work order?
Sending a tech
Facilities ticket to fix the office
Shipping equipment
Warehouse pickup
What must be included on the NOC?
Name
Date
Service Number
Cancellation reason
