This is the definition of what?
"Alta's aim and agenda is to enhance the quality of our services, interactions, and products by fostering the personal and professional growth of our employees. We submit and firmly believe that a commitment to continuous self-improvement, ethical behavior, and a dedication to personal development is THE pathway to delivering superior experience to our customers."

(a)  

What are these?
1. Communicate

2. Become More

3. Take Ownership

4. Climb Together

5. Full Send

(a)  

This is the definition of what?

"In our pursuit of excellence, we embrace the principle of "Extreme Ownership." This means taking full accountability for our actions, decisions, and results. Each team member owns their role, their department, and the outcomes we achieve. By embodying this value, we empower individuals to proactively solve challenges, learn from experiences, and drive positive change. “Take Ownership" ensures that we are not just participants but active leaders in shaping our company's destiny."

(a)  

Our (a)   is the most important thing that separates us from our competitors.

(a)   will prevent customers from switching over to another company for a better price.

If you didn’t (a)   , it didn’t happen.

1. What are these 5 steps to?

   1. 1. Non-verbals & Para-verbals

   2. 2. Acting Class

   3. 3. Be patient and listen

   4. 4. Be knowledgeable

   5. 5. Gametime- Enjoy yourself

What are 2 non-verbals to keep in mind when on the phone with a customer?

(a)  

1. This is the definition of what?

2. Behaviors and elements of speech aside from the words themselves.

1. This is the definition of what?

   1. The messages that transmit through the tone, pitch, and pacing of your voice.

Every new call is someone calling in for the _________ time that day, and they will expect the _________ from you.

(a)  

Another part of acting is learning to be (a)   .

By using phrases of (a)   , you are showing that you actually care about the position the customer is in as well as helping them understand that you are looking out for the company as well.

The psychological trick that Disney uses in their, “Where’s the bathroom?” analogy, helps teach the principle, that although you may get the same question over and over, to the customer, it is their (a)   asking.

1. What are three effective methods to be knowledgeable when calling a customer?

The top advice given by leading marriage professionals is to be ________ and ________ to the other person.

(a)  

It's important to apply these principles (Patience & Listening like the marriage professionals suggest) when talking to our customers as their satisfaction is our (a)   .

You can gain key insights into how to solve each problem by ________ and ________ waiting while the customer gets what they need to say off their chest.

(a)  

Approach every phone call like a ________ game:  ________ and ________.

(a)  

Always take (a)   .

What does A² stand for?

(a)  

1. A misunderstanding is never ended by an argument going in circles but by what 3 things?

Lifelong customers are made when (a)   .

Performing an (a)   might be the most important thing you do on an account.

1. What are 4 “Don’ts” when dealing with a customer?

1. Enter any notes about the customer account immediately into (a)   .

What’s the principle called that says, if a task can be taken care of now, just do it.

(a)  

It is extremely important that we don’t allow ourselves to trail off and add _________. We must keep in mind that we must make ourselves _________ as quickly as possible for the next caller.

(a)  

Your whole attention should be given to _________ and _________ phone calls while you are at your desk.

(a)  

A (a)   is a stepping stone, bringing you one step closer to de-escalating an angry customer or preventing the customer from canceling.

When a customer gives you a concern, it is important that you (a)   ?

What is the AAA method?

(a)  

1. These are the steps to (a)   ?

   1. 1. Greet the customer

   2. 2. Confirm address

   3. 3. Confirm who you are talking to

   4. 4. Verify the number they called on

   5. 5. Assist them

   6. 6. Ask if there is anything else you can help them

   7. 7. Express appreciation and close the call

Remember to use the customer’s (a)   as often as possible when you are talking to him/her.

The customer should not be on hold for more than (a)   minutes before you check back in with them to provide any updates back on the phone with them to update them on what’s going on.

If a customer (current or new) calls in and wants to set up pest control or mosquitos, who do you transfer them to?

(a)  

If a new or current customer calls in and indicates that they have termite issues or rodent issues, or they say that they want an inspection for termites or rodents, who do you transfer to?

(a)  

Before transferring an angry customer’s call to a supervisor, you should transfer first to a (a)   .

What’s the last question you should ask before ending the phone call?

(a)  

What is the singular item that will cause the most rifts between the 3 departments- sales, service, and office, and can lead to very upset customers if not done correctly?

(a)  

Which two types of routes are ONLY available to schedule same-day appointments on only IF all other technicians have begun their routes for the day?

(a)  

(a)   routes are available for all office staff to schedule on as long as the rules to scheduling are followed.

(a)   routes are only for the door-to-door sales reps to schedule on and are never to be used by office staff.

1. What are these steps called?

   1. 1. Is there a balance on the account?

   2. 2. Is the customer due for their recurring service or is it before their first recurring service?

   3. 3. Look through the appointment history, checking for any patterns, and/or recurring issues that are not being resolved.

   4. 4. Check the customer's home location on the map under the Info tab on the customer card.

   5. 5. Determine the category and proceed to find a spot using the techniques below.

   6. 6. Select Service Type and attach Service Subscription on the appointment card.

   7. 7. Add Target Pest & Service Visit every appointment and "Interior" or appointment flags when applicable.

   8. 8. Add Notes

What is the first of the 8 steps to scheduling?

(a)  

What is the second of the 8 steps to scheduling?

(a)  

You can only schedule a quarterly service if the customer has a balance under what amount?

(a)  

You can only schedule a reservice if the customer has a __________ balance OR they are within __________ of receiving their invoice.

(a)  

You should never schedule a reservice if the customer is due for their next recurring service within __________ days of quarterly and within __________ days of their outdoor package.

(a)  

1. What is this a list of?

   1. 1. Verify

   2. 2. Never send a certain technician

   3. 3. Advanced notification

   4. 4. Specific timeframe

   5. 5. Specific day

   6. 6. Specific tech

   7. 7. Call ahead

1. What are the only three things you are allowed to put a special scheduling request in the “Special Scheduling” notes section underneath the “Info” tab (Verify reason)?

Where would you make sure a recurring call ahead is put into the customer’s account?

(a)  

The two time windows that you can offer a customer are Winter_____;_____ or Summer__;__.

(a)  

Each route can have a maximum of __________ appointments as a 9-1 time window and __________ appointments as a 1-5 time window for a max of __________ timed appointments on a route.

(a)  

Do we need confirmation in order to service the home of a customer who has requested to be texted before each service?

(a)  

What flag do you put when a customer requests “Advanced Notification”?

(a)  

If a customer makes a special request that falls in the categories of “Specific Timeframe”, “Specific Day”, “Specific Tech”, the place to put these requests is found in the __________ which is found in the __________ tab of the __________.

(a)  

When a customer requests that we always send a certain technician, we tell them that we (a)   always guarantee that the requested technician will always be that tech.

What is the name of the section in the CSR Manual where you can find all of the steps and tips to scheduling?

(a)  

The __________ requires every stop on the route you want to schedule to be within __________ miles of the stop you are trying to schedule.

(a)  

You will schedule your stops on the next available day unless it falls into which category?

(a)  

1. Which category of stop does this list fall under?

   1. 1. Multiple and frequent sightings inside the home

   2. 2. Customers threatening to cancel

   3. 3. VIP customers

   4. 4. Alta error resulting in an upset customer

   5. 5. Rodents caught in placed traps

   6. 6. Wasp/Bees located where customers could get stung

1. What are the 3 qualifying questions to ensure the appointment is warranted:

When scheduling a stop that falls under the “Next Best Opening” category, we want to start by looking at (a)   days out to leave availability today and tomorrow for more urgent matters.

1. What are the four total steps in “Advanced Scheduling”?

When wanting to unblock a spot that is approved by the Route Matrix, you have to get approval from an  (a)   before a spot is unblocked for you and you can schedule.

Which step in the “Advanced Scheduling” document does this describe: To make room on Route A, move the highest mileage customer from Route A to Route B if the highest mileage customer is within the 15 mile protocol on Route B.

(a)  

Which step in the “Advanced Scheduling'' document does this describe: To make room on a route, look to see which reservice does not fit the criteria of “Within 2 Business Days” category and after doing an account analysis, you determine that you can reschedule the stop.

(a)  

Which step in the “Advanced Scheduling” document does this describe: If a stop was scheduled by a Route Manager and the notification dot to the right of the last name on the route is yellow, cancel the appointment using the cancellation reason, “Scheduling Protocols”.

(a)  

Which step in the “Advanced Scheduling” document does this describe: Checking the Route Matrix to determine if the route has room for more appointments.

(a)  

The (a)   is a table that details how many stops can be added to a route based on how many current stops are on that route and what the drive time of the route is currently at.

Unnotified stop is defined as a stop scheduled by __________ and the notification dot to the right of the last name is __________.

(a)  

1 quarterly, 1 reservice, and 2 mosquito appointments (separately and not added together) are equivalent to how many stops on a route?

(a)  

1 Initial stop is equivalent to how many stops on a route?

(a)  

1. The following list are things that should or should not be done?

   1. 1. Cancel or move Locked appointments

   2. 2. Cancel or reschedule Notified customers (blueish grey dot to the right of their name)

   3. 3. Shift appointments down to “create” a spot and double-book

   4. 4. Unblock a grayed-out spot

When scheduling same day stops, only customers who are (a)   can be considered when determining where to put the stop.

When scheduling a stop, shift the route up or down so that the desired stop is put into the next (a)   order to the closest customer.

You cannot __________/__________ or __________ to create a new spot on the route.

(a)  

Where do you annotate if you offered the best day, but the customer declined (this is important so that when we audit, we know that you followed protocols)?

(a)  

When calculating drive time, you will need to remove the __________ and the __________ stops on the route when you have it pulled open in Google Maps.

(a)  

What are the 3 core types of Services we provide?

(a)  

(a)   are when a customer calls in, between seasonal visits, because they are seeing a “problem” or when a technician requests another visit to the property to perform a service.

(a)   are our opportunity to either lose a customer or make a customer for life.

It’s __________ for us to stop them from ever seeing a pest on their property and there’s no need __________ and spray every time they find a rogue pest in their house.

(a)  

It’s extremely important to be __________ and __________ when making appointment notes for the technicians.

(a)  

The most important appointment notes to make are what __________ the technicians are going there to treat and any __________ the customer brought up that will require treatment.

(a)  

Anytime a reservice is scheduled the type of pest we are treating for must not only be put in the appointment notes but flagged under (a)   .

If the problem is on the (a)   , the customer needs to be there to let the technician in.

With managing customer expectations with reservices, explain how this is a __________ and how if this visit doesn’t work, to let us know and we can __________ again.

(a)  

You must try at least (a)   items on the “Cancellation Save Tools” list to be considered an attempt to save.

If after your 2+ attempts to save the customer, they want to continue with canceling, you MUST transfer to __________. You can ONLY cancel out a customer if they’ve been __________ to you and you tried __________ attempts to save them.

(a)  

1. Please list at least 4 of the “Cancellation Save Tools” that you should use to try and save a customer.

It is important to always avoid using the words “fee” or __________ or something similar. Instead, we would say the __________ is due for ending the contract early.

(a)  

The (a)   is the difference between what they paid for their initial service and the base price that was given to them on their agreement.

The (a)   flag does not freeze the account but prevents the customer from being scheduled from the job pool while going through the cancellation process.

How much money do you get paid per save?

(a)  

In order to get credit for the save and paid out on it, you need to make sure to register the save using a “ (a)   ” note type.

When someone calls in and says they want to cancel, immediately, use a tone of (a)   .

When speaking with a customer, what is key?

(a)  

Based on the 2025 Pricing Guide, how low can you go to save a customer?

(a)  

Before going down to the lowest price you can offer, you should try to go (a)   below where they are at and see if that’s enough.

You do NOT have the authority to waive an (a)   or even bring it up to a customer as a potential option.

Never lead off with the fact that they will have an (a)   .

When you ask a series of (a)   or more questions to which the prospect says yes, the prospect will thereafter nod and agree with almost anything you say.

Whenever a customer or tech calls in to cancel an account, the account should be immediately flagged as “ (a)   ” under the flags section of the Customer card.

The quicker we try and resolve it (the customer’s cancellation request), the better chance we have at (a)   the customer.

What section of the manual can you go to to receive help and tips for trying to save customers who are trying to cancel?

(a)  

KPI’s measure the (a)   of your efforts.

Which KPI gives you a score based on your standard AND cancellation phone calls?

(a)  

Which KPI measures how much of your working hours you are either available to take a call or on a phone call?

(a)  

Which KPI measures your ability to save customers when they call in to cancel?

(a)  

What is the name of the third party app we use to invite customers to leave us Google Reviews after they’ve had positive interactions with us?

(a)  

How much money do you get paid from the company for every Google review you receive?

(a)  

Once you have located the invoice you wish to send to the customer, how do you select the method of delivery (whether by email or snail mail)?

(a)  

Which tab on the customer's account allows you to add a payment method (credit card or bank account)?

(a)  

Which payment methods do we accept?

(a)  

(a)   allows us to charge a customer’s card/bank information without receiving verbal authorization before every transaction.

To turn autopay on, you navigate to the __________ tab of the customer's card and click on __________.

(a)  

To make a payment with a “Single Use Card”, which tab do you click on?

(a)  

If the account is (a)   , the customer has 30 days from the time they cancel, if they owe a balance, until we send them to our third party collections agency.

1. These are the steps to what process:

   1. Freeze the account

   2. Linked properties

   3. Agreement

   4. Notes

   5. Collections Board

If a customer calls in to pay their balance and we’ve already sent them to collections, do you take their payment, or tell them to call the collections agency?

(a)  

After you take a payment for a customer whose balance has already been sent to collections, who do you send a Slack message to?

(a)  

The ______ and _______are the top two resources you should check for answers, before going to team members or managers.

(a)  

Where do all of the documents for Alta live?

(a)  

What is the anonymous Google Form you can submit when you see a co-worker making a mistake?

(a)  

What’s the name of the resource that will provide helpful ways to respond to customers?

(a)  

What’s the name of the Google Doc that tells you which pests we treat?

(a)