WorksheetsWeek 2Assessment Review 3.23
Total questions: 32
Worksheet time: 21mins
What is LOC unlimited? Select all that apply
Offering a New System for New Home, adding new equipment to existing LOC
50% credit for new system
RMR stays the same
Forgiving current LOC
LOC payment stays the same
True or False: A new credit check is required to confirm customer eligibility for LOC Unlimited
True
False
What information confirms customers eligibility for LOC Unlimited? Select all that apply
Must have an existing loan with Citizens
At least $1000 available on LOC
Up to date on payments
Already has a Citizens or Fortiva LOC
12 months remaining on agreement
What are some discovery questions that would lead to an LOC Unlimited? Select all that apply
Discovery is not required for LOC unlimited
Do you plan on selling the equipment with the home?
If you could change anything about your current system, what would it be?
Have you heard of our Moves options?
What has been your favorite part of your Vivint system?
One of the main benefits of LOC unlimited is, equipment left behind (a) the value of the old home.
What is the correct template for LOC Unlimited?
Name:
Verified:
Issue:
Troubleshooting:
Resolution:
Name:
Offer:
Equipment Discount:
Pull/Install:
Total Equipment Charge (before discount):
Equipment Discount:
What the customer is paying:
RMR:
Move Fee:
New RMR:
Option:
Credit Score:
It is important to create a case on every call. What type of case should you created for an LOC Unlimited?
Troubleshooting Case
Cancellation Request Case
LOC Unlimited
Billing Case
True or False: Term length for LOC unlimited should always be adjusted to 36 months to ensure credit is always available for customer to use
True
False
LOC Unlimited Disclosure:
[Customer Name], to recap your upcoming move on [install date and time], I’d like to confirm the following details: You have qualified and opted for our (a) option in which you will leave all the old equipment behind - which allows you to add equipment to your current Line of Credit.
Which of the following scenarios would fit the criteria of a code red situation. Select all that apply (Old Policy)
Customer Transferred 6 times before speaking with specialist
Rep from local news station is calling in regarding issues with a customers account
Customer had break in and spouse was injured
Notable social media influencer threatening to take their issue and share it on Twitter/Instagram
Customer upset about camera offline issue, refuses to troubleshoot
Customer calls in about a recent fire in the home and now the system is not working properly. Supervisor had determined that you can own the call and assist the customer. What are the correct steps to helping this customer with an actual event?
Ensure the customer, their family and home are ok
Create an Actual Event Case
Inform the customer that an actual event case has been created for them and a case manager will be reaching out
Create a Home Damage case
Have the customer contact their homeowners insurance
According to the Moves “No Attempt Policy” a call that is considered a “no attempt” can result in a final written warning and termination if a second occurs within 90 days of the first. What are the two scenarios that are considered a “no attempt?”
Failure to offer an Option 1 to an eligible customer
Failure to passcode verify
Failure to offer additional equipment to customers doing an Option 2(upsell)
Failure to update customers email and phone number during call
After discussing the customer’s issues and solutions you realize that the customer’s account has been written off due to non-payment. Where should you transfer the call to resolve this issue?
Billing/Collections
No Transfer, moves can help
CL Retention
Monitoring
Based on the information you’ve collected from the customer, you believe that the best option for them would be the Option 1 (New Home New System) move. After offering this to the customer, he declines stating that the price is too high (equipment and monitoring). Which of the following statements would best help you overcome this customer's concern?
"I understand your concern with the price, I agree with you it is too high"
“I understand you want to do what is best for you and your family financially. Other customers who have felt the same way have found that the price is competitive, and they find value in building a customized system for their needs in their new home. In fact, I just helped another customer with a very similar set up in their new home and they were thrilled.”
"No problem, I just dont want you to miss out"
"You snooze you lose... I guess"
Karl is speaking with a customer about financing new Vivint equipment. Before proceeding to run credit, Karl must first obtain the customer’s verbal (a) .
Our Vivint Insurance team is able to offer P&C Insurance. Which of the following does that NOT include? Select all that apply.
Life Insurance
Auto Insurance
Health Insurance
Commercial
The customer you are speaking with is calling in to cancel their service because they are moving from a condo to a rental temporarily. Which of the following discovery questions could best help you determine the best solution for the customer? Select all that apply.
“You mentioned that the rental you’ll be moving into is temporary. How long do you think you’ll be living there?”
“Besides moving, are there any other issues that would make you want to cancel?”
“Will the rental property allow you to have a security system installed?
"Are you sure you want to move?"
The customer you are speaking with is interested in proceeding with an Option 1 move. You’ve completed the V-sign process and he qualifies for a Fortiva Line of Credit. Which two term lengths for repayment can the customer choose between? (old policy)
42 Months
60 Months
24 Months
36 Months
The customer you are speaking with is moving and would like to leave the existing equipment and finance new equipment at the new home. They are still currently paying on an existing equipment loan through Citizen’s. What needs to be true for them to qualify for a refinance offer? Select all that apply.
Pass Credit score
Up to date on billing
Fulfill 12 or more months on the current agreement
Needs to be a law abiding citizen
What needs to be true for a customer that has an active equipment loan to buyout their agreement and cancel their account? Select all that apply.
NOC must be on file
Payoff 100% of remaining PSA
Equipment loan must be paid in full
Loan payoff must include 50% of remaining PSA
The customer you are speaking with just sold their home and is building a new home. They are not sure when it will be move-in ready but the soonest would be in 5-6 months. What would be the best solution to offer this customer?
Cancel service and have customer call back when home is completed
Offer option1
Offer a deferment so the customer can pause payments while they wait for their new home to be built
Customer will continue to pay for system until agreement is fulfilled
Which customers are not eligible for the referral program? Select all that apply
Channel Partners
DIY Customers
DBC Standalone customers
Everyone is eligible
Which of these is the correct description of pricing for a customer that is financing new equipment?
“You will be paying a monthly fee to Vivint for your monitoring service as well as a monthly fee to Citizens/Fortiva for your financed equipment.”
"Both loan and monthly monitoring is combined to one payment per month"
"You will not pay your loan until the end of your agreement with Vivint"
None of the above
You are helping a customer that has chosen an Option 2 (New Home Same System) for their move. They mentioned that they will be moving into a larger home and that they have 2 young children that love to play outside in the yard. They also both work and frequently have a babysitter that comes over to watch the kids. They are bringing the following equipment with them: A Smart Hub Panel, 2 Smoke Detectors, 5 Door/Window Sensors, 2 Glassbreak Detectors, and a Smart Water Sensor. What additional equipment could you offer that would benefit the customer?
Indoor camera
Smart Lock
Outdoor Camera Pro
DBC Pro
All of the above
The customer you are speaking with was installed in July 2018 and is stating that she was promised that after she paid off her equipment loan she would be able to cancel without paying a buyout fee. What next step should you take to help this customer?
there is nothing else to be done
Since the account was installed in 2018, reach out to your Supervisor to review the account and for approval to honor this promise
Buyout promise no longer applies
Agreement customer is liable to pay remaining months even if there was a promise made
The customer you are speaking with will be moving soon and is inquiring about next steps and moving options. What are examples of some great discovery questions you could ask to build the best Moves offer for her? Select all that apply.
When will you be moving out of your current home?
Will your new home be larger, smaller or similar size?
When are you moving into your new home?
I noticed that you have our smart video package with 6 dw sensors, a smoake detector and a door bell camera. What additional coverage will you need in your new home?
You are speaking with a customer that has elected to do an Option 2 (New Home Same System) for their move. They would like to leave their doorbell camera, door lock, and thermostat in the old home. What would they need to pay to have those three devices replaced in the new home?
$198
$99
$250
$0
What are the three steps to help you address and overcome customer objections on your calls?
Introduction, Discovery, Delivery
Acknowledge, Relate, Example
Assess, Care with Empathy, Think about a solution
Empathy and Active Listening
What are some benefits of New Home New System(Opt 1). Select all that apply
0% INTEREST RATE on equipment loan
Lower monitoring payment/rate
add equipment at anytime with no additional costs
Flexible payment option for equipment (payment plan, pay upfront, payment in full)
You are speaking with an active military customer who is moving to a new home. They have been with us for 19 months. What offer can we make for this and other military customers who are moving?
customer responsible for install fees only
$0 pull and reinstall fee or option to finance new equipment
No new agreement even if they are financing
No discounts available for Military customers at this time
What criteria must the customer meet to qualify for an Option 1 (New Home New System) move? Select all that apply.
Passing credit score
current on monthly payments
Moving to U.S. address
must have less than 5 months left on agreement
You are trying to determine if the customer you are speaking with is eligible for Insurance savings. Based on the information you see on the customer’s account (see screenshot), what should you do next?
ask the customer if they care about referrals
Just send the referral code without informing the customer
There is an alert/flag on the account for insurance eligibility. Inform the customer about the offer and then click “Interested” next to Vivint Insurance to fill out the tracker
customer does not qualify, there is nothing to be done. Close call
