Complete PHS Home Security Alarm Training Guide (Sales)

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Premier Home Security Training Guide

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Home Security Training Guide

Why Home Security?:

Why Home Security? Crime Local News – Neighborhood - Statistics Recent Move New Home – New Location New Furnishings Family Change Marriage – Divorce - New Baby

Why Buy?:

Why Buy? Homes equipped with a Monitored Alarm System are up to 300% less likely to be burglarized. There are over 2.2 million burglaries that occur annually in the United States! That means if you spread the amount of burglaries evenly over 365 days, over 6,000 burglaries occur every day. This means 1 out of every 20 homes are broken into every year and every 11 seconds in the United States a burglary occurs. There were over 2.4 billion burglaries in the U.S. in 2008.

GE Simon XT :

GE Simon XT 1 Touchpad with Police, Fire and Medical Alert Buttons 1 Keychain Remote with personal panic button 3 Door/Window Contacts 1 Infrared Motion Detector (won't pick up pets below 40 lbs) 1 High-Decibel Siren 1Yard Sign and Window Decals 24hr Battery Back-up power supply

Keychain Remote (Key Fob):

Keychain Remote (Key Fob) As easy to use as locking or unlocking your car Recessed buttons protects against false activation Activates panic alarm if both top buttons pushed at the same time

Wireless Door and Window Sensor:

Wireless Door and Window Sensor Protects or monitors anything that opens and closes Will transmit a trouble signal if someone tries to tamper with the sensor 4 – 6 year battery life Better than hardwire sensor because there are no wires to cut

Motion Sensor:

Motion Sensor Can detect intruders in a clear area up to 40 feet Can see 90 degree angle from point of installation Will cover most rooms entirely Will transmit a trouble signal if someone tries to tamper with the sensor Pet sensitive that will not recognize pets under 40 pounds 4 – 6 year battery life

Touch Screen:

Touch Screen Special Features include: System controls turning lights on or off (depending on your system configuration) Lock and unlock system-controlled door locks (depending on your system configuration) Hear voice feedback of the status from the Simon XT control panel The keypad features a brilliant 3.5 inch color LCD touch screen as well as an easy-to-operate user interface, ensuring that everything on the screen is easy to read and understandable.

Two-Way Voice Advantages:

Two-Way Voice Advantages Customer talks directly to a trained professional. Verified alarm reduces false alarms. Works like OnStar ®. No extra equipment to buy. Reduces response time DRAMATICALY!

3-1-1 Package Summary:

3-1-1 Package Summary 3 Door/Window Sensors 1 Keypad 1 Motion Sensor 1 Wireless Remote Key Fob or a Medical Pendant 1 Yard Sign Up to 30 Window Decals

Landline Two-Way:

Landline Two-Way $42.99 Monthly Monitoring Rate for Landline Two-Way Service Installation $99.00 Auto Pay Have Tech pick up a voided check Upfront Payment Credit card number, expiration date and total amount due (first month, installation and any additional equipment)

Cellular Two-Way Interactive:

Cellular Two-Way Interactive $54.99 Monthly Monitoring Rate for Cell Two-Way Service Installation $99.00 Auto Pay Have Tech pick up a voided check Upfront Payment Credit card number, expiration date and total amount due (first month, installation and any additional equipment)

Interactive With The Cell Two-Way System:

Interactive With The Cell Two-Way System Sensors are installed throughout your home or business that communicates all activity that takes place even when the system is disarmed. All of this information travels wirelessly (via the digital GSM network) through a secure, encrypted signal to the Alarm.com Operations Center. In the event of an alarm, the signal is routed to your central monitoring station for a 24/7 emergency response.

Taking Over A System:

Taking Over A System A takeover is when the customer has an existing system in the home that is not currently under any contract. A system can only be taken over if it is a GE or Honeywell system. The existing equipment will be used and it will now be put under a new 36 month contract and monitored through Monitronics .

Cost For Additional Equipment:

Cost For Additional Equipment Wireless Door/Window C ontact - $35.00 Key Fob/Medical Pendant - $35.00 Motion Sensor - $70.00 Glass Break Sensor - $70.00 Smoke Detector - $70.00 Touch Screen Keypad - $90.00 Z-Wave Capabilities - $35.00 Carbon Monoxide Gas Sensor - $70.00 Heat Detector - $70.00 Flood Water Sensor - $35.00 Freeze Sensor - $70.00 Tri-Zone Tilt Switch - $70.00 Wireless to Wireless Translator - $70.00 Hardwire to Wireless Translator - $70.00 Basic Z-Wave Thermostat - $70.00

Rebuttals:

Rebuttals My neighbors are always home… I understand how you feel but without a home security system you are relying on your neighbors being home and awake 24 hours a day. When we are talking about something so important as your safety and peace of mind let the GE home security system do all the work and you and your neighbors can all get a good night’s sleep! Let me finish explaining the promotion to you… (back to the script). Someone is always home… The only thing worse than having a burglary when you are not home is having a burglary when someone is home. 52% of all burglaries occur when someone is home. Most burglaries are irrational and usually happen when someone is under the influence of drugs or alcohol which makes the burglar’s behavior very unpredictable and therefore very dangerous. A home security system protects you when you are home or away. Let me finish explaining our promotion to you… (back to the script) . What if I don’t want it monitored… We no longer offer un-monitored home security system. It simply doesn’t fully protect you in the event of an emergency. Our dispatchers are trained experts and work very closely with your local police, fire department and medical personnel. This is a key component to full protection. Let me finish explaining our promotion to you… (back to the script) .

Rebuttals Continued… :

Rebuttals Continued… Why are you doing this promotion and why was I selected? We understand that there are over 6,000 burglaries in the US everyday and there are still homes that sit unprotected. We randomly select homes in areas where we see fit. It is also worth it to us to offer you a free home security system valued at $1500 because statistically when you get your home security system you will refer your neighbors, friends and family to us ... Let me finish explaining the promotion to you… (back to the script). I don’t need the system because I have a dog. I understand what you are saying but a dog is a pet and not something that can fully monitor and protect your home and your family. For instance if there was a fire they couldn’t contact the fire department or contact your local authorities or medical personnel. You will have trained dispatchers at the touch of a button. Not only can a home security system protect your home and your family but it will protect your dog too! Let me finish explaining the promotion to you… (back to the script). I can’t afford a home security system. If I was to put a can by your front door and asked you to put a $1.50 in it when you left your home in the morning so you can pay me to stay at your home 24/7 when you are home or away to protect your home and your family would that be worth it to you? I would help you if you experienced a brake in or someone in your household needed medical attention. Would that be worth the $1.50 a day for me to protect your home and your family? Certainly you could see your way to protect those you love for less than a cup of premium coffee a day.

Rebuttals Continued…:

Rebuttals Continued… I don’t need a home security system because I have a gun. I understand what you are saying and a lot of our best customers have guns whether it’s for hunting or protection. BUT let me ask you this… what if someone broke into your home and stole your guns. So not only are we going to protect your home and family but we are going to protect your guns too. Let me finish explaining the promotion to you… (back to the script). We have to much activity in our home with people coming in and out. A lot of our best customers have asked the same question. What our customers have come to find out was our GE System we use today was way easier to operate than they thought. It was designed for the busy family. As a matter of fact this system actually speaks to you and will remind you to turn it off in the morning and turn it on at night. Let me finish explaining the promotion to you… (back to the script). I had a system before and I hated it or it was a hassle. We have actually had a lot of our customers update their system to a more modern and user friendly system that we use today. What our customers have come to find out was our GE System we use today was way easier to operate than they thought. As a matter of fact this system actually speaks to you and will remind you to turn it off in the morning and turn it on at night. Also, to top it off all GE Systems are wireless. This means there is no need to re-wire up your whole house now that you have our state of the art system. Let me finish explaining the promotion to you… (back to the script).

Profile Button Up:

Profile Button Up Okay? Now I have your name as ______________ . Is this correct? And the address we will be protecting is ________________ . Is this correct? The phone number we are talking on is your home number right? And your home phone service provider is _____________ ? Now if the alarm goes off we're calling back the house first and if there is no answer we will dispatch your local authorities. We also call you to let you know that we sent help to your house. What is the best emergency number to get a hold of you? Like a work or cell phone number. (Write this down) If you're anything like me from time to time I set my system off by mistake. N o big deal… When we call back we're going to ask you for your date of birth to identify yourself. This is just a temporary password to set up your account. Remember you can change this at anytime.

Profile Button Up Continued…:

Profile Button Up Continued… Now your total up front payment is $XXX which includes your installation fee along with your first month of service. Will you be using a credit card or debit card to take care of that payment today? Excellent… and please go ahead with the card number when you’re ready. And the expiration date? IMPORTANT: Confirm the card number and the expiration date! (Read below if they are not paying up front and the Tech is picking up payment ) Now lastly when the technician arrives he will simply ask you how you will be paying your monthly monitoring and which day of the month you prefer your billing to start. He will also be picking up your first month’s fee of ____ and one time installation fee of ____, which will amount to $XXX, which can be endorsed with a check or credit card as well.

Ending The Sale:

Ending The Sale Now __________________(customers name) I need you to right down the Maximum Security Customer Service number 888.564.5621. In the event you need to reschedule the install you will need to do so 48 hours prior to your install date. (If it is next day) Say - In the event you need to reschedule the install you will need to do so by 5 pm today. If the installer cannot install due to you not being available you can be subject to a charge. Once again we have you scheduled for (date and time) to receive your new GE wireless home security system. Thank you again _______________(customers name) I am glad I was able to help protect another home today. CALL CUSTOMER SERVICE WITH THE CUSTOMER AND HAVE THEM VERIFY AND SCHEDULE THE CUSTOMER.

Live Transfer The Customer:

Live Transfer The Customer Okay (client’s first name) you are all set and I’m now going to place you on a brief hold and a Customer Service Representative will come on the line to welcome you aboard and verify your system and installation date and time. Hold on the line please and let me get a Customer Service Representative. This should just take a couple of minutes and you may hear silence but please don’t hang up. Conference in customer service at 916-596-1033. Say you are calling from _______________ (Your Company Name). Go over the client’s information with the customer service representative. *Completely verify the sale with Customer Service from A-Z. (ALL NOTES) Finally bring the customer on the line and introduce them to Customer Service. Let the Customer Service Representative verify and schedule the deal and make sure you answer all of the customer questions or concerns right there on the call so the deal gets verified properly.

Key Points:

Key Points REMEMBER: Always get more than 1 phone number in case we need to call them back. Cell phones are always a great second contact number. If your customer forgets about the install time, and is not home, only having a home phone number is pointless. So ALWAYS get a second number. NEVER: Press the “CONVERT TO CUSTOMER” button: This button is actually the button our office uses only when we are scheduling the install. Customer Service is the only one to use this button. If you click this button Customer Service will think it’s scheduled and it will be overlooked. So PLEASE DO NOT press this button under ANY circumstances. After the Confirmation: After your customer has been verified and scheduled for install the customer’s status will go to "SCHEDULED" and it will be highlighted in yellow. Always check back on Engarde of the status of ALL deals. You are responsible for that customer until you see it highlighted in green reading “INSTALLED”.

Key Points Continued…:

Key Points Continued… Make sure you find out the customer is the homeowner and not a renter. Make sure you find out if they have a current system. Make sure you find out if they need someone to assist them with their decisions. (This is primarily for elderly people). Make sure you are live transferring, getting payment upfront and getting auto pay. Make sure you do a proper follow up with the customer.

Pulling Credit:

Pulling Credit IMPORTANT NOTE: *DO NOT pull credit until the deal is fully sold and DO NOT prequalify customers or pre-run credit before being ready to schedule the installation. There should be almost no situation where you are running credit on someone and then not continuing on to confirm the installation with Customer Service. Now, from time to time we understand people change their mind, and some will kick out during the confirmation call, but these should be less than 20% of the credits that you are running. We have had instances where some Dealers were prequalifying customers and running credit before getting a 100% YES decision from the customer. Make sure they are fully committed to get an install and let them know you are going to run their credit to make sure they qualify for the promotion.

Pulling Credit Continue…:

Pulling Credit Continue… When you are ready to pull credit on a customer click on the "New Lead" button which will take you to a new blank lead field. Please input all of the customer‘s information. Make sure you are spelling the first and last name correctly. It is always a good idea not to assume the accurate spelling and spell each letter out to the customer letter for letter. You will need the address they lived in longer than 6 months ago. If they just moved, the credit bureaus may not recognize a new address. F inally you must either get a date of birth or a SSN in order to proceed. When you have input all of the correct information on the customer, please select the TransUnion Credit Bureau, and hit "Run Credit"  NOTE: Do not select the Experian Credit Bureau. You can only use Experian if you do not get a qualified score through TransUnion and if the score was 525 or above. YOU MUST GET A PASSING SCORE OF 600 OR BETTER IN ORDER TO PROCEED.

You get a “NO SCORE” When Credit Is Pulled:

You get a “NO SCORE” When Credit Is Pulled IF you get a “NO SCORE”: Go into their credit report and make sure that a SSN or the correct SSN populates in the “Currently reported as line”. Also, make sure that there are actual trade references before assuming that the customer has no credit. It may be a PHANTOM profile created by running the incorrect customer information more than once with the same general information created by a “NO HIT”. Always verify all customer information before re-attempting. If you used a SSN and get a “NO SCORE” and the correct SSN populates and they have some trade references on the report but it is still a “NO SCORE”, then this customer is not qualified. At this point proceed to run anyone else that may be on title to see if they qualify.

You get a “NO HIT” When Credit Is Pulled:

You get a “NO HIT” When Credit Is Pulled IF you get a “NO HIT” you have one of the following conditions: The credit bureau does not recognize them at this address. Do not continue to re-pull the customer’s credit at this address because it will result in a “NO SCORE”. Get a previous address or P.O. Box that the customer is known at or get the actual SSN. The birth date was put in incorrectly. You put in the wrong SSN. This is actually a very common mistake. Putting in the customers correct SSN eliminates 99% of all errors. For example, even if the address is wrong or misspelled the customer’s credit file will still pull up.

Engarde Order Entry Portal:

Engarde Order Entry Portal www.maximum.engarde-acd.com

Engarde “Customers” Button:

Engarde “Customers” Button

Engarde “New Lead” Button:

Engarde “New Lead” Button

Engarde “Entering Customer Info”:

Engarde “Entering Customer Info”

Engarde “Pulling Credit”:

Engarde “Pulling Credit”

Engarde “Notes Field”:

Engarde “Notes Field”

Engarde “Scheduled, Installed, Cancelled and Cancel Pending”:

Engarde “Scheduled, Installed, Cancelled and Cancel Pending”

Engarde “Scheduled, Installed, Cancelled and Cancel Pending”:

Engarde “Scheduled, Installed, Cancelled and Cancel Pending”

Engarde “Scheduled, Installed, Cancelled and Cancel Pending”:

Engarde “Scheduled, Installed, Cancelled and Cancel Pending”

Better Install Conversion:

Better Install Conversion Always try to get a same day or next day installation with your customer. Anything over 72 hours starts to become a higher cancel rate and now that you put the bug in their ear the customer may start shopping around and get installed by another home security company offering a better deal. They will always tell the other home security company what they were offered and then they will always come in lower to get the deal. If you absolutely need to schedule an install out for longer than 72 hours make sure you have a proper follow up system in place to remind them about their install. If they give you any resistance because the install is further out than 72 hours from when you originally sold the deal then be prepared to offer them a free month or whatever it takes for them to get installed. Make sure you get payment upfront. Have them put some skin in the game and make them commit. Make sure you are doing a proper button up with the customer. Make sure they always know exactly what they are getting. If you are cutting corners to get the sale, these customers will cancel at the door and you will get a $50 trip charge.

Outline For Notes:

Outline For Notes THE SYSTEM: Simon XT Wireless 2-way voice PARTS BREAKDOWN AND EXTRA PARTS: 3-1-1 + smoke PHONE LINE: AT&T DSL – YES OR NO: No DSL MONTHLY RATE: $42.99 MMR ACTIVATION FEE: $99 activation fee or $0 activation TOTAL UPFRONT PAYMENT: $141.99 up front payment HOW PAYMENT IS COLLECTED: Run credit card for the amount of $141.99. Visa # 5555-5555-5555-5555 exp 10/14 or Tech to pick up a check for $141.99 AUTOPAY: Auto payment via checking acct or no Auto pay NOTES FOR INSTALLER: ***Installer: Please collect all signed contracts, a check for $141.99 and a voided check for Auto pay SPECIAL NOTES: Customer is hard of hearing so please knock on the door loudly. Additional work number for customer is (555) 555-5555. Customer’s cell number is 555-555-5555 SALES REP’S CONTACT INFO: Rep is John Doe (555) 555-5555

Key Points For Notes:

Key Points For Notes Always get more than one number for the customer. Especially a cell phone number. Always write down exactly what the Tech needs to do as if you were giving him explicit instructions. *If it’s not in the notes and the Tech misses something it can delay the install getting funded. Always have a contact number for the sales rep or manager just in case there is a question on the deal. Make sure you are very clear on how payment is to be taken. Try to always add any special notes so everything is understood.

Entering Notes:

Entering Notes Example notes for upfront payment: Simon XT Wireless 2-way voice. 3-1-1. AT&T No DSL. $42.99 MMR. $99 activation fee. $141.99 up front payment. Run credit card for the amount of $141.99. Visa # xxxx-xxxx-xxxx-xxxx exp 10/14. Auto payment via checking acct. Installer: ***Please collect all signed contracts and a voided check for Auto pay. Customer is hard of hearing so please knock on the door loudly. Additional work number for customer is (555) 555-5555. Rep is John Doe (555) 555-5555 Simon XT Wireless 2-way voice. 3-1-1 + smoke. AT&T No DSL. $42.99 MMR. $99 activation fee. Auto payment via checking acct . Installer: ***Please collect all signed contracts, a check for $141.99 and a voided check for Auto pay. Customer is hard of hearing so please knock on the door loudly. Additional work number for customer is (555) 555-5555. Rep is John Doe (555) 555-5555 Example notes for Installer to collect payment at install:

Cancel Pending:

Cancel Pending Cancel Pending is the miscellaneous default if a deal could not install for any reason. A Cancel Pending does not mean the customer completely canceled. ALWAYS follow up on ALL Cancel Pendings . You can save 25%-50% on all Cancel Pendings that you have already spent marketing dollars on.

Example Cancel Pending:

Example Cancel Pending Original install X/X. Customer called in and said she had to leave town suddenly due to an emergency with one of her other properties. She said she wasn't sure what exactly needs to be done and isn't sure when she'll be back. It could be a couple weeks but could be more like a month. I let the subdealer know to follow up with them in a couple weeks and take it from there. Moved to pending for now. Scott Z OK'd. Tech called in informing us that he was at the customers house and that the customers son informed him that his parents are not home and he didn't know when they would be back. Tech called Scott Z and was informed to give us a called to see if we would be able to get in touch with the customer. I called the customers cell phone number but no one answer, I also called customers home number and spoke with the customers son and he gave me his mothers cell number. Original install date X/X now moved to pending....customer called in and said that she has no time for us to come out and she will call us when she is ready....tried to talk to customer but she would not reschedule... sales rep is following up with her....pending ok per scott z. Original install date X/X Tech went to home customer was not home her husband does not speak english very well and didnt know about the system, and also had no checks or anything, and this needs to be resold with a cell unit, gave all info to the sales rep who will be following up customer. Original install date X/X now moved to pending...customer called in and stated that they wanted to do more research and look into everything and would call us back....informed sales rep as well. Dealer called in stating that this customer would like to be rescheduled for another date but they are unsure of when...I called customer to attempt to get a reschedule date and time customer did not answer...Per Scott Z placed under cancel pending until subdealer can get a hold of the customer to get a new install date.

Contact Information:

Contact Information Barry Gilinsky – Home Security Affiliate Director Office: 800-542-3870 Ext. 814 Cell: 818-297-2628 barry@premierproductplacement.com

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