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WorksheetsMoves Week Review
Total questions: 24
Worksheet time: 15mins
Which of the following are NOT benefits of the Outdoor Camera Pro?
Smart Deter automatically alerts lurkers .
Max video output of 1080p
2 Far-field Mics
Pinch to zoom with HD View
Select the benefits of Premium Move
No upfront payments
$300 Credit
No moves fees
2 free camera
True or False: Soft credit check impacts the customers credit score more than a hard credit check
True
False
True or False: When refinancing a customers loan, the new loan must be at least equal to the remainder of the existing loan the customer has
True
False
Before starting an account transfer, what information should you check in the service to make sure customer is eligible? Select all that apply
If customer has a loan and is it paid off?
Check billing status
Have they been with us at least a year?
Is the account month to month?
How many security points is it to replace a smoke detector?
1 point
2 points
No points
3 points
What are the three main roles of the Moves team?
Retain customers, Move them, and Defer them
Moves, Account Transfers, Deferments
Troubleshoot, Schedule WO's, create Opportunities
None of the above
What is the finance process that allows customers to complete the loan application while on a call with moves specialist?
V-SIGN
prequalify
Credit Check
loan application
Which of the following are part of Introduction in the Moves Call Flow
Passcode verify
Account Lookup
Discovery
Set the stage
True or False: Creating a case is required when interacting with a Vivint customer. This allows the specialist to document what happened during the call with the customer, which is done by adding case comments.
True
False
You are speaking with a customer about the move fees associated with an Premium move. What is the total cost of Move fees?
$298
There are no move fees for Premium Move
$99
$199
The customer you're speaking with won't be moving into their new address for another 6 months, what's the best course of action? (Customer is within term)
Process an option 2 and set the install date 6 months from now
Tell the customer that they will have to call back in when they move
Process a 6 month deferment.
Help them cancel their account
How long are our financing contracts?
36 months
42 months
24 months
60 months
What is are the benefits of an Exclusive Move Option?
Buyout Promise
Loan Forgiveness (up to $1000)
Free Equipment
New Smart Hub panel
For prequalification process which of the following information should you confirm with the customer? Select all that applies
Yearly Income
Last 4 digits of SSN
Credit Card Number
New Address
True/False: Discovery is part of Assessing the ACT Call Flow
True
False
True/False: Every interaction requires a case, which should be created at the beginning of the call
False
True
Which Move option offers loan forgiveness of up to $1000
Exclusive
Premium
LOC Elite
Classic
Mrs. Gonzalez has agreed to the Premium Move but refused the Starter kit. How much would her base RMR be?
29.99
RMR stays the same
39.99
24.99
You have pitched the Exclusive option to John Taylor for his move and he has agreed to your offer. Which button in salesforce would you click to start processing the move?
Referrals
Retention Tools
Create Case
Create Document
What is the Moves case note template?
Name
Verified
Issue
Resolution
Customer Name
Verified
Deferment Needed
Offered Referral
Insurance Offered
Move Fees
Move Notes
Customer Name
Verified
Offer 1
Offer 2
Referral
Insurance
No set template, you can do whatever you want
Which of the following companies do we partner with for financing? Select all that apply
Citizens
Wells Fargo
Fortiva
Chase Bank
What must happen in order to process an Account Transfer? Select all that apply
If there is a loan- loan must be paid in full
No past due balances
Old home owner provides verbal permission
Create a cancellation request case
What is the importance of Discovery questions?
Helps us understand the customers situation
Confirm what the customer needs
Gain information to build a tailored pitch/option
To pass time on the call
