rep training manual 2009

Last Updated 4/27/09 Proprietary and Confidential 1

Sales Training2009

Contents


Before We Begin...We want to make sure you feel prepared to do this job.

Many people say that door to door sales is a numbers game. While there is truth to the concept that the “more doors you knock the more sales you’ll get” the most successful people in our industry find themselves knocking fewer doors than most. Why? Because they make the most of every opportunity.

This guide should help you understand everything you need to know about being a Security Consultant, from what to look for as you walk up to completing paperwork. Study this guide regularly, but don’t hesitate to ask questions when you have them. Your Manager is available to address any concerns you might have, and our corporate office staff is ready and waiting to help you with the resources at their disposal.

We do our best to give you the best and most current information available, but from time to time there are small errors or mistakes. Please feel free to contact me is you find problems with this manual or have ideas on how we might improve this process, but know that the current 2009 Sales Rules always supersede anything printed in this book. For a current copy of this book or the Sales Rules, please log into joinpinnacle.com and click on “Training”

Good luck out there!

Jeremy McLerranTraining Coordinator

[email protected]

Equipment 3

Approach 13

Walkthrough 21

Closing 29

Processing Sales 37

Useful Tips

In this section to the right of each page should have

useful tips and information to hep you understand the concepts being discussed.

These tips come from the best in the business, so pay

close attention and use them whenever possible.

mailto:[email protected]

mailto:[email protected]


EquipmentGE and Honeywell

Deterrence.

The first job of your Home Security is to provide

deterrence.

EquipmentDeterrents, Panels, Sensors, and the proper placement of each.

3 Lines of Defense Every home security system should provide three lines of defense to the customer. Each line is designed to prevent intrusion or warn authorities if intrusion occurs.

1st Line of Defense: Signs and StickersThe first line of defense is designed to deter potential intruders from even considering this home as a target. A yard sign out front and stickers on every window tell those passing through a neighborhood looking for trouble to “keep moving.”

2nd Line of Defense: Doors and WindowsThe second line of defense is the perimeter of the home. Door and window sensors on potential entry points and glass break sensors inside alert should intruders try to get inside.

3rd Line of Defense: Motion Detection and 2 Way VoiceThe third and final line of defense is the interior of the home. In the event that the perimeter is compromised, an infrared heat detector (more commonly known as a “motion” sensor”) should react to the intruder’s body heat inside the home, and the intercom features of a 2 Way Voice system should allow the monitoring company to confirm the intrusion, raising the priority level for emergency responders.

Equipment

Features vs. Benefits

Feature- what it doesBenefit- why its useful

Customers buy benefits, not features. As you learn about each piece of

equipment, be sure to understand how a customer

might use it and benefit from it. Without sharing this knowledge, your sales pitch

is useless.

Last updated 11/7/08 3Confidential and Proprietary 4

The Criminal Mind.

Criminals don’t want to get caught. That’s why they pick the easy targets, like homes without security

systems.

9 out of 10 prison inmates say they would NOT attempt to break into a home if they

saw a sign for an alarm company out front.

1st Line of DefenseKeeping people away from the home.

Signs (0 Points)A Pinnacle Yard sign should be placed in the front of every home. Not only does this provide advertising opportunity to the neighborhood, but potential criminals driving through will seeing the sign and know that attempting to break in this home is unwise.

Reflective Sign (0 Points)A Pinnacle Yard sign is made with a reflective material, adding more visibility when headlights, flashlights, or exterior home lights come in contact with its face.

Solar Powered LED Light (1/4 Point)A Pinnacle Yard sign equipped with solar powered LED light will provide deterrence both day and night. While most other signs are not visible after dark, the soft blue-white glow of the Pinnacle Security yard sign will stand out on a dark street. And because it’s solar powered, there are no batteries to change.

Door and Window Stickers (0 Points)Technicians will provide each customer with a stack of stickers to place on doors, windows, or other possible entrances. These stickers are double sided, so whether they are placed on the inside or outside of a glass surface, the message “Protected by Pinnacle” is clear.

Equipment

How Many Stickers?

Typically the technician will give a customer 4 stickers.

(Our studies show that most customers will throw away more than this amount.)

Customers who want more than four need only ask the

technician.

Last updated 11/7/08 4Confidential and Proprietary

Benefits

The benefits of having signs and stickers is:

Deterrence

Opportunity to get free equipment (in exchange for

advertising visibility)

A Pinnacle yard is a theft deterrent.

A lit sign is visible day and night.

5

(.5

(.5

Sensors and Contacts

Inside the larger part of the sensor is a battery,

transmitter, wiring and magnet. We call this entire

device the “sensor.”

The opposite, smaller piece is only a magnet and some plastic to cover it. We call this portion the “contact.”

2nd Line of DefenseProtecting the perimeter of the home.

Door Sensors (1 Point)Since 90% of all intrusions occur through a door, a door sensor on every entrance is a must. The panels we use are compatible with two types of door sensors, standard and recessed. A standard sensor is installed above the door and reacts to changes in magnetic connection. The recessed sensor is installed in the core of the door and is not visible when the door is closed. Both sensors use wireless technology to communicate with the panel, and are installed with 2-4 year batteries. Most technicians prefer to install recessed sensors.

Sliding Glass Door Sensors (1 Point)Standard door sensors are installed above sliding glass doors using epoxy (a very strong glue) or drilling.

Window Sensors (1 Point)A window sensor is simply a standard door sensor installed on a window.

Garage Door (Tilt) Sensors (1 Point)Garage door sensors operate using a mercury switch, which, when tilted, sends an alarm signal (wirelessly) to the panel.

Glass Break Detector (2 Points)Glass Break detectors, when armed, detect the frequency and pitch of breaking glass. They are typically placed on the opposite wall from the window or door, and can cover most glass breakage within 25 feet.

Glass break detectors may have difficulty through thick curtains, walls, down stairs, cannot go through floors, ceilings, or most doors. They may also go off during movies, video games, or other activities where pitch and frequency of glass breaking is present.

Equipment

Moving the Magnet

Window and Door sensors are extremely sensitive.

When the system is armed, moving the sensor a mere 1/2 inch from the contact point will set off the alarm.

.5”


A recessed door sensor is installed directly in the door frame and is invisible when the door is closed.

A standard sensor can be used on any doors or windows and is visible

inside the home.

A tilt sensor is typically glued to the back of a garage door.

A glass break detector is mounted on the wall opposite the windows.

6

Standard) (1.5 Points Recessed)

: GE Security

Motion Problems

Many false alarms are caused by people walking

through the field of an armed motion detector.

Many customers will only arm these at night.

Educate your customer on these facts so they can

decide if motion detection is right for them.

3rd Line of DefenseProtecting the interior of the home.

Motion Sensors (2 Points)Motion sensors detect infrared heat. they operate measuring the amount of infrared heat in a room and when new heat enters the sensors field of vision, an alarm signal is sent to the panel. These sensors should be installed at “choke points” or places in the home where bodies will be forced to travel. (hallways leading to bedrooms, corners with view of every doorway, etc)

Pointed Away from WindowsSince motion sensors are activated by infrared heat, they should always be installed pointing away from windows. This not only prevents false alarms from people outside, but also from temperature changes.

Equipment


A wireless motion sensor

In this model, a wireless motion sensor installed in the corner above the sliding glass doors would detect movement to or from both bedrooms as well as the front door and

living room.

“Can I get a snack?”

When possible, the installed sensors should allow residents to get to the kitchen or bathrooms without setting off the

alarm, while still providing protection in entryways, living areas, and other

potential intrusion points.

7

: GE Security

Fire Department

Typically when one or both of these sensors is set off,

the monitoring company will send the fire department immediately, calling the

customer while authorities are en route.

ConvenienceMaking your Home Security System easier to use.

Key Fob (1 Point)Key fobs are perfect for customer whose panel is located further in the home, typically have their arms full when they walk in the door, or simply do not want the hassle of typing the four digit code to disarm the system. These devices operate up to 100 feet from the home and can send a “panic” signal if both lock and unlock are depressed simultaneously for 3 seconds.

Wall Fob (1 Point)Wall Fobs are perfect for customer who want the convenience and ease of a key fob permanently installed in a room in the home. Most common placement is in the master bedroom, where the system can not only be armed and disarmed before bed, but panic signals can be created by depressing lock and unlock simultaneously for 3 seconds.

Wall fobs can also be programmed to only arm a system. (Disarm button is deactivated) so they can be placed in open areas of the home, like near entryways. Some customers want the ability to disarm only with a key fob or by typing the code into the panel hidden in an obscure location, like a closet.

Equipment

Moving the Magnet

Window and Door sensors are extremely sensitive.

When the system is armed, moving the sensor a mere 1/2 inch from the contact point will set off the alarm.


Key Fobs work up to 100 ft away

Wall Fobs are installed in a room and serve as a “mini panel.”

8

: GE Security

Medical Pendant (1 Point)Medical Pendants can be given with a wristband or a pedant. These are basically a single button that, when pressed for 3 seconds or more, sends a “panic medical” signal to the panel. This causes the panel to use the medical alert tone, and informs the monitoring station that a medical emergency is in progress.

40 Zones

Since the Simon XT can be programmed with up to 40

zones, any house, no matter how large the system to be

installed, can be accommodated with a

single panel.

PanelMain interface, signal receiver, and transmitter. .

Simon XT Panel (0 Points)The Simon XT is a highly advanced, yet simple to use home security system panel that has almost unlimited capability. •Sounder, transmitter, and receivers are located in a single unit•No need for a larger box (also called a “brain box”) installed elsewhere in the home. •Programmable with up to 40 zones•Sensors are wireless•Panel only requires 2 wires, power and landline phone (if using 2 way technology)•Easy arming- one button for doors and windows, one button for motion. •Easy disarming- simply type four digit code. •Back lit keys for low light conditions•Cool Blue liquid crystal display•Easy to navigate menu for interacting with the panel. •Status button quickly reports system status on screen and verbally.•Pleasant, “British lady” voice communicates system messages•Flip down cover protects keys when not in use.•Bypass button to circumvent problems or customize setup. •Hot keys for police, fire and medical

Equipment

Bypassing a Sensor

Having a backyard BBQ and want to keep the rest of the system armed while the kids

inside are sleeping?

Simply leave the desired door open, arm the system, and when the panel reports “door open,” hit “bypass.”

You may now use the door freely, even though the rest

of the system is armed.


Navigation Keys Sounder

System StatusArm Doors and Windows

Arm Motions

Hot Keys

Microphone

Disarm

Bypass

Silent Mode

Built in SpeakerKeypad

Learn More

There are many ways to learn more about the Simon

XT panel:

Do a search for “Simon XT” online

Talk to a tech

Observe and installation

Visit GESecurity.com

9

: GE Security

Microphone

The Simon XT built in microphone is located to the

left of the hot keys and is 2-3 times more sensitive

than the human ear.

Two Way VoiceAdding protection to the home through intercom service and live agents.

Two Way Voice (0 Points)“Two Way Voice” is a technology which allows the panel to act as an intercom with the monitoring station. A speaker and highly sensitive microphone are built directly into the panel, allowing the agent to hear into the home and speak to anyone within vocal range. There are two ways to activate 2 Way voice service: setting off the alarm and pressing one of the “Hot Keys” on the panel face.

Two Way During an IntrusionWhen the system is armed and the alarm is tripped: •The alarm sounds with the “intrusion” tone•When the alarm ceases, the microphone and speaker are activated. •A monitoring agent will listen to the sounds inside the home. •The agent will speak directly from the panel, requesting that someone approach the panel and properly identify themselves (using the correct verbal code)•If the correct code is given, authorities will not be alerted. •If tan incorrect code is given, the authorities will be given a “robbery in progress” signal, along with any and all information gathered through the microphone. (Sounds of breaking, struggling, etc.)

Two Way During a Medical EmergencyWhen the “Medical” hot key is depressed for 3 seconds:•The alarm sounds with the “medical” tone•A live agent will come over the line, requesting to know the nature of the emergency.•The agent can help direct some simple first aid, while simultaneously calling emergency personnel (if needed)•The agent will stay on the line until emergency personnel arrive on the scene.

Two Way During a FireWhen the “Fire” hot key is depressed, or the fire detector goes off:•The alarm sounds with the “fire” tone•When the alarm ceases, the microphone and speaker are activated. •A monitoring agent will listen to the sounds inside the home, gathering locations of trapped individual (if applicable)•The agent will speak directly from the panel, informing that the fire department is on the way.

Raising the Priority Level of Alarm EventsMost police departments receive hundreds of calls every day from home security systems. 90% of these alerts are “false alarms” and waste both time and money. A two way voice system solves this problem by having a live agent confirm the intrusion before emergency personnel are dispatched. If the agent hears noises inside the home, but no one comes to the panel, the agent can confidently provide a “robbery in progress” signal to authorities, significantly improving response time.

Equipment

Speaker

The Simon XT built in speaker is different from the sounder and located in the bottom right of the panel.


Silent Mode

If the Simon XT has been placed on “Silent” mode the

audible alarm will not sound, but the agent will

come directly over the speaker.

10

: GE Security

No More Cut Wires

Since phone lines used to be the only way alarm systems could communicate with the monitoring station, cutting these wires eliminated the system’s ability to “call for

help.”

The cellular unit gives the system the ability to operate without the use of a phone line eliminates this danger.

Cell UnitEliminating the need for a traditional landline phone.

Cell Unit (1 Point)The Simon XT can have an optional cell unit installed in the panel which allows the panel to stay connected to the monitoring station without requiring a landline phone.

Alarm.comEvery Simon XT with a cellular unit installed will receive free signal forwarding to alarm.com, a service which allows you to view alarm events from any device connected to the internet.

Alarm.com Signal Forwarding ($0)When you log into your alarm.com membership, you can view the last 5 alarm events, along with dates and times for each.

Alarm.com Interactive ($2/month)For enhanced access to alarm.com services, you can add the “Interactive” service for an extra $2 per month. This will allow customers not only to view events, but change them. Arm and disarm the system remotely, set up text message or e-mail reminders to alert when alarm events occur.

You can also manage, add, or delete user alarm codes from this portal.

Equipment

Save a Monthly Bill

Many customers confess to “only keeping the home

phone line” because their home security system

required it. With a cellular unit, this extra bill can be eliminated and the money

saved put towards the added cost to monitor a

cellular system.

A typical customer can save $20/month using this.


Signal Forwarding allows the alarm status to be forwarded to your alarm.com profile on the web.

Alarm.com interactive allows the customer to turn the system on or off remotely, and set up automatic alerts.

Cellular Network

The Simon XT’s “Cell Unit” uses the GSM network, the

same using the same network used by most

cellular phones.

11

: GE Security

(2 s)

Fire Department

Typically when one of these sensors is set off, (especially the fire or carbon monoxide) the monitoring company will

send the fire department immediately, calling the

customer while authorities are en route.

Other SensorsDetecting more than just intrusion.

Smoke and Fire Detector (2 Points)Smoke and fire detectors operate using highly advanced sensors that use a combination of smoke (particle matter in air) and rapid rising heat to indicate a fire signal. This device is always armed, even when the system is not.

Carbon Monoxide Detector (2 Points)The Carbon Monoxide detector detects dangerous levels of this invisible gas and sends and emergency signal to the panel wirelessly. Like the Smoke and Fire Detector, the system does not need to be armed to benefit from its protection.

Flood Sensor (2 Points)A flood sensor can be placed in basements or near water heaters to detect increase water activity, potentially saving the customer thousands of dollars in repair costs.

Freeze Sensor (2 Points)A freeze sensor can be placed under houses, near pipes, or in children’s rooms to detect dangerous low temperatures.

Heat Sensor (2 Points)A heat sensor is useful for garages, attics, or locations where extreme heat can damage a home.

Equipment

Special Requests

These items are not installed as often as others, check

with your technician to see if these can be installed the

same day as the panel and door sensors.

This phone call may save your technician a second

trip, making your customer happier with the installation.


The Smoke and Fire Detector is wireless and detects smoke and heat

combined.

Wireless Carbon Monoxide Detector

Clockwise from left: Flood Sensor, Freeze Sensor, Heat Sensor

12

(3


ApproachIntroductions and Getting Inside

Approaching the Home


Approaching the HomeObserve the situation before you knock.

Is There an Existing Alarm?If there a sign in the yard or stickers on the doors and windows, there may be an existing alarm that may be replaced or upgraded. This also means you probably won’t have to “sell the need for a security system” and will simply have to present new features or technology and discuss pricing.

Do Neighbors Have Alarms?Neighbors and friends have a great influence on a person’s decision to purchase an alarm system. If the home you approach is one of the few who do not have a sign, you can be sure the owners have at least discussed.

Are the Home Entrances Obscured?Potential intruders are always worried about the watchful eyes of neighbors. Anything can obscure a body from view, but the most common is a privacy fence. While these fences are difficult to penetrate, once an intruder is successful he or she will have almost unlimited time to find a way inside. You should also look for trees or tall bushes covering doors or windows, as these can be equally dangerous.

Who lives there?The audience will determine the approach you use. Look for signs of toys or bikes, as this may indicate small children (and parents willing to protect them). Evidence of elderly people (extensive gardening, signs that say “grandchildren spoiled here,” ramps, signs of medical devices in use, etc.)

What is the Suspected Income Level?While both poor and wealthy people purchase a security system based on their needs, (rather than price) knowing the approximate income level will help you establish the level of “haggling” that should be done over equipment, installation, and monthly prices. Observe the condition of the home, the types of vehicles and “extras” purchased to help give an idea of your pricing start and end points.

Watch Your Back!

As you travel down a street, nosy neighbors (and

potential customers) may be watching you. Be sure your

behavior does not cause them to r mis-trust you or in

any way.

Keep busy, look professional, and above all, be friendly.

14

Knocking on the Door


Knocking on the DoorEtiquette and stance will tell more about you than you realize.

Knocking vs. RingingWhile most homes will be equipped with door bell, realize that more often than not, friends knock. Knocking is also quieter, in case the people inside are resting. A friendly 3 tap knock will more often bring the homeowner to the door in a curious or good mood.

How Long Should You Wait?As a general rule, don’t wait more than 60 seconds on a single doorstep, however, once you have knocked on the door, listen for sounds of movement inside the home. If no one comes to the door but you hear voices, a television, or sounds of non-pet movement, knock a little louder, or try ringing the doorbell. If there is still nothing, move on to the next home.

Body Language While WaitingStand with your torso turned to one side. Squarely facing the door creates a “confrontational” feeling and gives the appearance that you want to get inside the home. Instead, make sure your attention is directed towards neighbors, the street, and the real reason you are in the neighborhood this week, to improve the marketing of the Pinnacle brand.

Step back from the door. Standing close to the door not only makes it difficult to open the screen door (if there is one) but also gives the impression you are more eager to push your way inside than to explain your purpose for being there.

Focus your attention elsewhere. You are a busy, important individual. As such, you do not have time to stand idly waiting for someone to open the door. Your attention should be drawn to those things that make your job significant, like the paperwork in your hand, the traffic driving by, or the angles of view from neighbor’s homes.

Quiet Boy!

If the home has dogs for pets, these animals will most

likely start barking before you knock. The noise may obscure the sound of your knock, so listen for a break

in the noise and knock again.

If no once comes to the door, but it sounds as though

the dogs have been “quieted” by someone

inside, knock again to show you are still waiting.

Trey Warner Does:

“I look at the yard and traffic, standing partially on the porch with one leg on a

stair, my right leg slightly forward.

I think it’s less intimidating and you look a lot less like a

salesman.”

15

When the Door Opens


When the Door OpensThe first few seconds will give the customer a great deal of information.

Be BusyIf you want to be treated as an important person, you should act the part. If you were making a note of something in your book, finish it. If you were counting cars passing by, make that final count and then address the customer. This gives the impression that you are not simply waiting on the doorstep for someone to answer.

Wait For Them to Address YouWaiting for the customer to address you will give you the choice of how you respond and the control of the conversation. If you begin talking the moment the door is open, you give the customer the control, and the choice to answer, react, or even listen.

Smile Politely Your smile should be polite and professional, but not eager. If you look desperate you give up control of the conversation and the ability to negotiate pricing, equipment, and time frames.

Urgent vs. Eager

Eager- wanting to do or have something very much.

An eager salesperson will do whatever it takes to install a system, including giving it

away for free. This cheapens our image and eliminates your ability to

profit from the sale.

vs.

Urgent- A state requiring immediate action.

An urgent salesperson recognizes the scarcity of time (both theirs and the customers) and uses the

tools at his or her disposal to accelerate the end result.

16

When You Speak


When You SpeakThe customer’s first impression of you will be made within 11 seconds.

Communication Stats Statistically, people look more at body language and emotion more than what you actually say.

54%- Non-Verbal communication (facial expressions, body language, appearance)37%- Vocal cues (The tone, pitch, volume, clarity, and inflection in your voice)9% Actual Words (Phrasing, grammar, and word choice)

The Acronym P.I.C.T.U.R.E.There is much more to what you say than simply the words you choose. Each of the following can dramatically change your meaning.

Pitch- High pitch shows excitement (or over enthusiasm) low pitch indicates relaxation (or boredom)Inflection- Change your voice to add interest and keeps the customer’s attention. (Variety draws attention!)Clarity- How clearly you speak indicates how intelligent you are. If someone thinks you are smart, they will trust your opinion. If they believe you are dumb, they may take advantage of you or dismiss you. Tone- Use appropriate emotion for the person with whom you are speaking. Understanding- Knowing when you pause and let the customer speakRate- How rapidly you speak. Talking faster implies you are in a hurryEmphasis- Speeding up or raising your voice to draw attention to something

Same Words, Different MeaningNotice how the meaning of phases can change when you apply the principles above. Say the sentence below in the ways described to get a different meaning. When you get to words in BOLD CAPS place emphasis them by saying them slower and raising both pitch and volume. Also be aware that some phrases ends in a question.

(Said with tone of disbelief and horror) That CAR just ran over that DOG!(Clarifying which vehicle did it) THAT car just ran over that dog?(Trying to identify the correct dog) That car just ran over THAT dog?(Questioning what the car actually did) That car just RAN OVER that dog?

Notice how the words themselves never change, but the meaning is altered slightly with each method.

The Perfect Sales Pitch?Many people spend years looking for the “perfect phrasing” to use in their sales pitch. The truth is, its much more important to understand HOW and WHY your voice and body language affect your presentation. Great salespeople know its not WHAT you say but HOW YOU SAY IT.

Body LanguageHow you stand, what you do with your hands, the facial expression you make, and your overall demeanor can seriously change the customer’s impression of you.

Hands- Direct the customer’s attention where you want/need it. Eyes- Gain agreement and share emotions Head- Nods or shakes to indicate approval, nodding towards a given direction can direct attention in a more subtle way than hands might be able to.Body- Stiffens to show professionalism, relaxes to put the customer at ease, demonstrates scenarios through reenactment

How You Say It

54%- Non-Verbal37%- Vocal

9% Word Choice

9%

37%

54%

Listen Up!

“Seek first to understand, then to be understood.”

-Steven R. Covey

Customers will often

listen to you if you let

them talk.

Mirror the Customer

Being careful not to “copy” your customer, mention

things that show you share the same thought

process and opinions they do.

This process is called

“mirroring” and can help a

customer’s willingness to listen to you.

17

Three Initial Questions


Three Initial QuestionsAnd the answers that qualify a customer for this offer.

Using Questions to Gain InterestCustomers will expect you to start a sales pitch when they answer the door. Show them that you are not a typical salesperson by asking intelligent questions that relate to their situation.

What Each Questions Can UncoverEach question finds a specific piece of information and has a purpose.

“Is this your place?” We can only sell a system to the owner of the home. Since so many salespeople use the question “Are you the homeowner?” we can set ourselves apart by asking a less legal-sounding question that still gives us the information we’re looking for.

“How long have you been here?” Homeowners who are new to the neighborhood will often be more concerned with their new surroundings and are more likely to purchase a system or upgrade an existing one. These people do not know their neighbors and may not trust them yet. A long time resident will require a different approach, as they may already know about the local crime (or lack thereof) but you may hear things like “I’ve lived here for years and never had a problem” or “I know all my neighbors” and “everyone looks out me”. These statements can be dangerous assumptions that may indicate an ignorance towards home security. Treat these people carefully, realizing that sales can still be made if you listen to their needs and speak respectfully.

“You're not planning on moving anytime in the near future, right?” This establishes whether or not you should even make a pitch to this person. If they plan to move within the next 6 months, we cannot offer a system, because they would be ineligible for the “Pinnacle Mover” program. Be careful however, as some customers may lie about this answer in an attempt to get rid of you.

Luke Toone Says:

You know your neighbors pretty well, right?

or

People have asked us to come out in the area. Have

you seen us out here?Less Effective More Effective

Are you the homeowner? Is this your place?

When did you move in? How long have you been here?

Will you be moving within 6 months? You’re not planning on moving anytime in the near future, right?

Scott Warner Uses:

Do you know most of your neighbors?

Puck Heriford Says:

Sorry to bother you, I just have a quick question for the

homeowner...

Importance of Humor

Humor can be a great way to break the ice. Many

customers build a wall to block emotion, knowing that showing emotion can give

up their control of the conversation.

Use appropriate humor to relax the customer and show them you are not a mindless

sales machine, but a real person who knows how to

enjoy themselves.

18

The Sales Pitch


The Sales PitchThe information you’ll give to get inside the door.

Who You ArePeople will want to know who this stranger at the door is, especially after you’ve asked a few questions. While you may identify yourself several ways, its probably the best to use the title on your identification badge:

Security Consultant with Pinnacle Security

What You Are DoingWe’re sending you into the area to increase our name recognition through alarm sales, but simply telling a customer this will get a lot of doors slammed in your face. Truthfully, you are a stranger to them, and people generally buy things from sources they trust. A referral from a friend, neighbor, or family member will carry more weight than an impressive billboard or well worded commercial. Knowing this, our company has decided to increase our presence on a local level. We are sending “Security Consultants” (you) into specific areas to give free equipment in We could spend the same amount of money on internet banner advertisements or signs on the sides of buses, but we have found sending a Security Consultant to work with a customer personally is more effective and

Why They Should CareAll the questions you’ve asked and the information you’ve provided up to this point is useless unless you give the customer a reason to care. What really is in it for them? Why should they listen to anything you have to say? The answer will be different for each customer.

Proud to Be Pinnacle

Pinnacle Security works hard to create a trusted brand that people will recognize

and appreciate.

Don’t hesitate to tell them that you represent the

company. Your confidence in the Pinnacle brand will

help the customer feel more comfortable listening to you.

Seed Marketing

Seed marketing is a process where a few items (products or services) are released to the public in the hopes that the features and benefits will

be passed on by word of mouth.

Our yard deterrents are a type of seed marketing. As people see the sign in their neighbors yard, they may consider calling the phone number on that sign when they are in the market for a

security system.

19

Get Inside


Get Inside90% of all sales are completed inside the home.

Be Sure You’ve “Set the Stage” Before You Try To EnterThe right things need to be said at the right time, and your entire door approach should be focused on getting into the door. (The sooner the better!) !The typical approach to getting into the door is mentioning the doors themselves, especially inquiring about the back door.

Assume Their ParticipationOnce you have explained what you are doing its only logical that you would need to do some quick paperwork to get them set up on our program. Its silly to believe a customer is more comfortable doing business in their front yard or on the doorstep, so assume you will be going inside the home to complete your business together.

Ask a Question As you EnterAsk a question about the interior of the home, something that you need to know to “set things up right” or something that may affect which equipment you include in your promotion. As you ask this question, put your head down and step inside. Most customers will move to let you in. You can also look down at your shoes, wiping them on the mat, or offer to remove your shoes completely.

The Back DoorSince 90% of all intrusions occur through a door, and the back door is the most hidden from view, it stands to reason that we should begin our efforts to protect the home there. Say things that will allow you to “inspect” or “assess” that door, like:

“The back door is the one that we are most concerned about” “Let's just take a quick look at the type of back door you have and then we can go from there""Your neighbors the Thomas's !told me they have felt a need for some additional protection because of the increased number of disturbances in the general area, you guys have felt the same, right?”“Great, that's why we are here, we are most concerned about the back door, is it a slider or a door with a window in it? Let's take a quick look at it and then we can go from there"

Puck Heriford Says:

“What kind of doors do you have?”

...and then he looks beyond their shoulder at the door

and steps past them into the house.

Luke Toone’s Advice:

“Its critical that you transition into the home right after you have mentioned a ‘hot spot’', something that

has sparked their interest or we mutually agree on.”

Confident or Crook?

If you are a confident salesperson, you will get inside your customer’s

homes on a regular basis. Do this by showing no

interest in the home other than the security risks it may

present.

Remember, customers expect crooks and scam artists to be nervous or

“shifty” as they try to enter the home. They will also be

more interested in possessions. Keep your eyes

off the electronics and focused on the back door.

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WalkthroughAssessing a Home Once Inside

Sincerity

Often people have the ability to detect whether or

not a salesman is being sincere or simply giving a

rehearsed sales pitch.

Being sincere will not only help authenticate your duty as a Security Consultant, but

will build the rapport you need to complete the sale.

The Objective While they may not appear so, your customer may be nervous about your presence.

Your Purpose for Being in the HomeYour main objective once you get inside the home is to assess the home for potential security needs and customize a Security System. Everything you look at, discuss, and ask about should relate to this objective.

Importance Build RapportCustomers typically purchase from the person they feel most connected to. If the last sales person did not sell something, it was because he or she failed to build sufficient rapport. Building a trusting relationship with a complete stranger can be a daunting task, but when you succeed, the rewards are enormous.

Subjects to AvoidToday can be a frightening time to live. While this is one of the reasons our company is successful, many scam artists and criminals assume the role of “security consultant” to gain access to the customer’s home. To help prevent you being mistaken as one of these, always wear your badge prominently and avoid talking about any non-security related topic for more than 1-2 sentences. A customer’s possessions, children, and/or daily routine are dangerous territory unless related to a feature or benefit of the system.

Get to the Back DoorIn your door approach you most likely asked to see the rear of the home in order to assess the security situation there. As you enter the home, make your way to the back door as quickly as possible. If, once inside, you show little interest in the back door it will appear as though seeing the back door was only an excuse to get inside.

Assess the Rear of the HomeSince many home invasions are through the rear of the house, it is critical for you to concentrate your efforts there. Look for potential security risks, and discuss the customer’s security needs while explaining the protection we will provide.

The Objective


First Things First...

Don’t start talking the details of security until you have built a foundation of

solid rapport.

“People don’t care how much you know until they

know how much you care.”

-John C. Maxwell

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Types of Back DoorsA successful door approach gets you inside. Once there, head to the back door.

Back DoorWhat sort of back door do they have? The type of door determines the type of sensor you install and can raise the “need” for a system in the customer’s mind. A customer whose back door is vulnerable to intrusion is more likely to invest money protecting that entry. The question is, “what will they spend that money on?” It is your job to build value in a Pinnacle Security System rather than a stronger door or new locks.

Here are the four main types of door you will encounter. They will each be described in detail on the following pages.

Types of Back Doors


French DoorsSliding Glass Door

Steel Door with Glass Steel Door without Glass

Door Types

All doors can have standard sensors, but doors that have

a solid core can have recessed sensors installed.

Recessed sensors are not only hidden from view, but

less likely to be damaged by the regular closing and

opening a door over a long period of time.

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Flip Locks

While keyed locked are more secure, modern fire

code requires that at least 1 door in the house have a flip

lock installed.

Since these are often found on back doors, intrusion can be simple if the back door

has window panes.

Standard Back DoorsThe door found on the rear of most homes.

Doors Without GlassBack doors without window panes are vulnerable to kicking in or prying. Typically this is done by placing the crowbar near the door knob and pushing towards the frame until the casing pops. Typical door frames are made with thin, soft wood that is vulnerable to forced entry.

Doors With Window PanesBack Doors that have windows are easy access points because the common intruder has two simple ways to get in: Break the door frame with a crowbar, or break a window and easily unlock the door.

Protecting Standard DoorsProtecting the back door is fairly simple. Recommend a standard or recessed sensor installed in or on the door. If the door has a window, you may also use the possibility of breaking glass to build value in a glass break detector. (which would cover all the glass in that room, not just the door).

Standard Back Doors


Typical crowbar pry point

With window panes so close to the door knob, an intruder can break

glass to access the lock

Glass Break Detector

While not required, a glass break detector may help to prevent intrusion, since the alarm will sound when the

door’s glass is broken rather than when the door is

actually opened.

Door frame after a forced entry

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Voiding the Warranty

Standard Door sensors are typically glued to the sliding glass door using an epoxy,

such as gorilla glue.

Some technicians will drill directly into the door, as long as the door frame is

wide enough and it will not cause leaks or void the

door’s warranty.

Sliding Glass DoorsThe appearance of a window with the convenience of a door, but a huge security risk.

Metal vs VinylThere are generally two types of sliding glass doors, and while these descriptions are typical, keep in kind that with so many products out there, its always better to ask a customer about their door rather than assume you already know.

Metal- Silver, brown or black in appearance, sliders made of metal and are generally older than 15 years. Because of their age, they are typically found in lower income homes where replacement has not been in the budget. The metal is either steel or aluminum and they usually have a single pane of easily breakable glass. Vinyl-White, cream, or tan vinyl (plastic-like) may or may not have a metal frame inside. Older models have easy to break glass and inadequate latching mechanisms. Models installed within past 5 years typically have double paned glass, which is much harder to break.

Sliders as Intrusion PointsSince sliding glass doors are typically installed by lifting the door up and dropping it down onto the track, reversing this process can easily remove it from frame, giving access to the home without breaking glass.

LatchesThe sliding glass door latch can either be extremely effective or embarrassingly inadequate. Latches that installed so the hook points downwards will be easily lifted off its anchor if a door is lifted off the track.

Protecting a SliderThere are several ways to keep a slider from being lifted off the track. From locking pins to stabilizing bars, local hardware stores have countless ways to protect some of the more common intrusions. You will most likely see several of these in use. A determined intruder will still find a way in, and as sliders are known to be vulnerable entry points, a standard wireless door sensor should always be recommended.

Beware of Breaking GlassOlder or inexpensive sliding glass doors often have a weaker glass. A violent intruder may throw a chair or large object through this glass, shattering it completely without triggering a sensor. You can recommend a glass break detector in the room to cover both the door as well as any nearby windows.

Sliding Glass Doors


This latch is installed correctly

This latch can be

lifted off the track

Slider Questions

•When was this installed?•What kind of glass is this?•Have you installed any security improvements?•How easily does this slide?•Does this lock ever jam?•Do you plan to replace it in the next year or so?•Can you easily lift the door off the track?•Does the latch clip up or down?

Slider Vulnerability

1.Typical installed slider. (Notice the gap above.)

2.Lift the sliding door up3.Push the door into the

house.

1 2 3

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Triple Threat

French Doors are vulnerable to 3 types of intrusion:

1. Breaking all the glass and walking through

2. Forcing doors open by kicking or prying

3. Breaking glass and unlocking door from inside

French DoorsThese Paris inspired doors bring in both ample sunlight and occasional trouble.

Double Doors can be Double TroubleFrench Doors look great and let in a lot of sunlight, but are only marginally better than a sliding glass door in terms of home security. While they cannot be easily lifted off a track, typical french doors are hinged to the frame and then fastened together with a single deadbolt. Typical french doors can be easily forced open with pressure directly on the seam of the door. Newer or more expensive doors may have latches at the top and bottom, and customers can also buy latches to install themselves.

Individual Panes vs. OverlayThere are generally two types of sliding glass doors, and while these descriptions are typical, keep in kind that with so many products out there, its always better to ask a customer about their door rather than assume you already know.

Individual Pane- Each piece of glass is separate from the other, so breaking one will not break the rest. The glass in these is often inexpensive. Single Pane- These doors have a single pane of large glass, over which there may or may not be a framework to give the appearance of multiple panes. The larger glass is typically stronger and often double paned, but look closely at the door to determine this.

Protecting French DoorsFrench doors can often have a recessed door sensor installed, if not then a standard one can be used. Depending on the type of glass, you may also be able to build value in a glass break detector.

French Doors


With so many window panes close to the door knob, it can be easy for an intruder to break the glass and access the lock

Door Latches

While newer French Doors will most likely have latches

installed inside the door frame, others may have “do it yourself” latches installed

These latches are typically

weak, leaving the home

vulnerable to a forceful

entry.

X

Kick Point

Kicking the seam between the two doors will often pop both doors open with little

effort, even if there are latches installed at the top

of the door.

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Avoid Scare Tactics

Try not make a customer feel as though their home is

not a safe place.

Rather than pointing out all the security risks, show how the security precautions they have already made (strong doors, good windows) will

be enhanced and even MORE safe with a few well

placed sensors.

BackyardsIn creating privacy for yourself, you also create privacy for intruders.

Privacy FencesThe typical privacy fence is 8 feet high and made of wood or vinyl. Its slats are close enough that you cannot see between them, and its is usually strong enough to support a body climbing over it.

Danger of Privacy FencesThese fences were created to keep the neighbors from seeing into the yard, but if neighbors can not see intruders, the odds of seeing and catching someone trying to invade the home are greatly decreased.

Tall TreesBackyards with trees, bushes, and flowers can be a pleasant place to spend time, but can also provide significant security risks. Tall trees hide the backyard from the the upper windows of neighborhood houses, eliminating the role that neighbors can provide in intrusion detection.

Shrubbery in Front of WindowsTall bushes in front of any window present a security risk. Potential intruders can hide behind the shrubbery and quietly try to gain access to the home without neighbors or passersby viewing their actions.

Backyards


Wooden Privacy Fence

Backyard with privacy fence and trees

This backyard is a relaxing paradise, but the bushes in front of every window can be

a security risk with or without a fence

Which Sensors?

With backyards as vulnerable as the ones described here, always

recommend door sensors on the back doors and glass

break detectors installed to cover the windows behind trees, bushes, and privacy

fences.

Customers willing to pay for upgrades may wish to add window sensors on each window and a motion

detector inside.

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Sensor Placement PracticeHow would you customize a system to this home?

How Would You Protect This Home?

Where would you place the sign?

Where are the most likely intrusion points?

What sensors would protect this home effectively?

What additional sensors would you recommend as an upgrade?

Can you stay within 8 points and still provide an effective security system?

Key

Customize the System

As a Security Consultant it is important you see the “big

picture.” What security measures has the customer already put in place? What

are the future plans and who can our system help?

Don’t approach every home with a certain number of

points to give, but consider the home as a whole and you’ll find yourself not only

saving points, but doing consistent upgrades.

Sensor Placement Practice


Back Yard

Front Door

Deck

Door

Window2’ Bush

10’ Tree

Front Yard

8’ Privacy Fence

Sidewalk

Your Recommendation

X and O

Practice customizing a system to the home by

drawing Xs and Os in the locations where you would

recommend sensor and panel installation.

Discuss your assessment with your Manager and see

what they recommend.

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ClosingCompleting a Sale With Confidence

Importance of Confidence To help your customer make the decision to live a more secure life.

Your PurposeOnce you have presented all the facts and shown a customer the benefits of owning a Pinnacle Home Security System, the next logical step is to ‘seal the deal” using simple closing techniques.

Customers May Be HesitantDo not mistake hesitancy for a “no” answer. Many customers will not understand the benefits and usefulness if the system until they have it installed in their home and have used it for several days. Once they have used it, they will be very glad you stopped by and may even refer friends and/or relatives, hoping they can take advantage of the same offer.

Confidence Creates ConfidenceBeing confident will show your customer that this is legitimate offer which will truly benefit them. If a customer is hesitant or undecided about their decision, they will look to experts to help them resolve the conflict in their mind. If you are confident and have built sufficient rapport, you will be the “authority” they turn to for help. If you do not have sufficient credibility, the customer will turn to relatives, friends, or neighbors, who may or may not believe in the service we offer.

“No Big Deal” AttitudeDuring the entire sales process you should maintain a “no big deal” attitude. While it can be hard to make this mental and emotional separation, its critical for the health of your sale. Your attitude behavior should show that this customer’s decision to purchase a system is relatively unimportant to your overall success. Remember, there are plenty of people out there who will leap at the opportunity to get alarm equipment for free, and many people out there who will regret they didn’t meet you years ago when they actually paid for their system. Armed with this knowledge, you can confidently approach each home as though you don’t care if they say yes or no. After all, if they say no, you can always go next door!

Importance of Confidence

Last updated 11/24/08 3Confidential and Proprietary30

Types of Closes There are three ways to close a sale.

Asking for the SaleThe least effective method, asking a customer “would you like to buy?” shows you are not sure about your product.

• “Can we schedule an installer?”• “Would you like to get this today?”• “So, what do you think?”

If you have to “ask for the sale” you have probably not built sufficient value in the product or service, or have not resolved concerns to your or their satisfaction. Some examples:

Assuming the SaleIf you have done a thorough job of building value, explaining our offer, and answering questions your customer should be ready to buy. Since there is no more to discuss, you need to complete the final steps of the sale and get on your way.

• “I just need a few more pieces of information before we can get our technician scheduled. Who would you like for your first emergency contact?”

• “Once we get that sign out in the front yard, I expect you’ll get a few people asking about it. Would you give me a call when that happens?”

• “Our technician will help you decide where to place your panel, when is a good time for him to arrive?”

• “I just need to call our corporate office and let them know you’ll be getting the special promotional rate.”

Option ClosesOption closing is a form of assumptive closing, but it can be more effective because it distracts the customer from the question of “do I want this?” and places focus on a different topic that makes sure the system or account is setup the way they want.

• “While you are grabbing that voided check for me, do you want your motion sensor installed here in the living room or over in the hall above your door?”

• “I got you an additional discount on your monthly rate. Did you want to keep the basic signal forwarding or upgrade to the interactive alarm.com account?”

• “Our technician will be here in about an hour, did you want your panel placed by the garage door or here in the kitchen?”

Types of Closes


Explaining Monthly Costs The easiest and most difficult part of the sale.

Explaining Monthly Costs- Example 1The monthly cost can be easiest part of the sale, or the largest and most difficult objection, depending on how you approach it. Rather than bringing it up yourself, let the customer ask about it whenever possible. When they do, make a statement that shows your confidence in this not being a problem, and follow by asking questions to clarify which price to quote.

Customer- “What is the monthly cost?”Sales Rep- “That’s the best part. Do you have a home phone?”Customer- “Yes, why?”Sales Rep- “Some people don’t. Is it a traditional landline or VoIP service”Customer- “Regular phone I think. I have ___________ service.” Sales Rep- “The type of phone you have will dictate what service you need. Where is your computer modem?”Customer- “In the kitchen, why?”Sales Rep- “Many phones these days are actually running through the internet.” (show them the back of the modem) “See how there is no phone cord hooked into your modem? Some people have their phone service through their internet connection. Its a less expensive phone service, but not reliable enough for a security system. Does that make sense?”Customer- “I guess so.”Sales Rep- “Don’t worry, your phone line looks like a traditional line, so we can get you the best service at the lowest rates. Here, let’s sit down at the table and I’ll show you.” (Sit down and start filling out the equipment on the B Form) “Ok, look at this. You have just the three exterior doors, right?”Customer- “Yes.”Sales Rep- “Ok, then there was the motion sensor in the hall like we discussed... (writing, then looking customer in the eyes) Our marketing budget will cover the cost of all this equipment in exchange for keeping that sign in the front yard, and that also makes you eligible for the promotional monitoring rate of $300 a month (looking customer in eyes with straight face) Just kidding. (smile and laugh with customer) Its only (Look down at paper) $44.99 per month, Now I can actually give you one more point, would you prefer the keyless entry remotes or a wall fob for the master bedroom?” Customer- “The key remote I think. Do I only get one of those?”

Notice how the sales rep uses humor to over-inflate the customer’s expectations and help break the ice. Once the joke is revealed and the customer relaxes, the rep confidently and nonchalantly mentions the rate and directs attention to additional equipment. By doing this the rep shows that the cost is not a big deal.

Notice how the customer’s decision to get a key remote and their question about the quantity implies that they accept the monthly price. If the price truly was a problem, they would have said something.

Explaining Monthly Costs


“Just tell me the cost!”

Many customers will think that asking questions is to

distract them from the price. Help them understand that we don’t have one set price

for service.

“The price depends on a couple factors and how we

set up and monitor the system. Who provides your

home phone service?’

“I’m not answering”

Some customers will refuse to answer your questions until they have the price. Show them you want to

fulfill their request and the ask questions you need to.

“Right to the point then, okay, let’s calculate your

price. Tell me, who provides your home phone service?”

Change Your Mentality

If you are concerned about the monthly monitoring rate

being too much for your customers, change your

mindset. $50 might be a lot of money to you, but most people spend more than

that on one shirt or a single meal with the family.

Believe price is the best part of the offer, and it will be!

32

Explaining Monthly Costs- Example 2Here’s another example of how to address the monthly cost. Again, we assume that you allowed the customer to ask about it rather than bringing it up yourself.

Customer- “What is the monthly cost?”Sales Rep- “Great question. Who do you have your homeowner's insurance policy with?”Customer- “Nationwide I think.”Sales Rep- “Do you have any idea how much you pay on a monthly basis?”Customer- “I don’t know, its taken out automatically with my mortgage.”Sales Rep- “Yeah, that’s pretty common. For a house this size I would assume its about $1000 a year, does that sound about right?”Customer- “Yeah, I think that’s pretty close. Maybe $1200.”Sales Rep- “Ok, great. And do you have a regular home phone or is your phone through the internet?”Customer- “Regular phone I think. I have ___________ service.” Sales Rep- “Great, that works. Well we cover the cost of all this equipment (point at B Form) Its pretty expensive stuff, this setup here would typically retail for about $1300. My budget will cover that entire cost. The only thing you cover is the cost to keep the system connected to police, fire, and medical. The typical customer will pay more, but your price is $44.99 per month, and you said you have Nationwide for your homeowners insurance, right?”Customer- “Yes...”Sales Rep- “By having an alarm system Nationwide will actually give you up to 15% off your homeowner's insurance, so if I am doing my math right, that’s an extra $15 a month, that brings the monthly price down to... wow, its only $30 out of pocket each month, that’s REALLY good. Now did you want the 2 way voice service by itself or do you want to upgrade to the cellular backup like I was mentioning earlier? It’s only $7 more and would give you online access and protection against cut phone lines...” Customer- “Let’s just do the 2 way voice service. I don’t really need the cellular.”Sales Rep- “That 2 way service is awesome anyway, its going to be just what you need.”

Notice how the sales rep confidently brings up the rate, followed by the potential homeowners discount. They then direct customer attention away from price by discussing an upgrade to cell backup. The customer, conscious about cost, probably felt that they wanted to “keep this as low as they could” by selecting the first price. The rep solidified the customer’s decision by building value in the 2 -way service. This ensured the customer did not feel they were getting an inferior product by not accepting an upgrade.

Explaining Monthly Costs


Luke Toone’s pitch:

"Most people pay $64.99 for the new 2-way systems. We've been able to get it

down to only $44.99, where its affordable to have, plus get you a discount on your home owners insurance."

Adam Webb Uses:

"Obviously we are going to be compensating you for

helping us advertise, however I think it's good to know what people usually spend on these systems.

Usually the equipment starts at $800 and goes up

depending on what you need, with your set up here we'd probably be at about

$1200, then you have a one time activation fee of $199. !

The monthly connection is nothing, it's just $44.99 a

month. !For helping us advertise we are going to cover the bulk of the cost. !You will never pay a single

penny for all of the equipment we are giving

you. !The only!thing you will ever cover is the activation and connection. !Do you

have home owners insurance?."

Trey Warner Says:

"With you being an advertising home we just

have you take care of kind of an employee cost that is a hair over a dollar a day.

Another cool thing is that we can still qualify you for the

homeowners insurance discount, who do you use?”

33

Explaining Installation and Activation Costs The cost associated with getting a trained professional to install the system.

Why We Have Installation and Activation CostsThese costs cover having a professional technician install the system and make sure it is correctly connected to the monitoring station. Our listed retail price for installation is $199, activation is $25. (these prices are competitive with industry standards and competition). As a Security Consultant you may charge any amount you wish, but keep in mind you are subject to your contract and the current sales rules.

When Payment is CollectedThese upfront charges are collected at the time of sale, in the form of a voided check, a completed check, or credit/debit card number. All the information must be completed on the “B Form” before the technician arrives.

How to Bring These Costs to the Customers AttentionHere is an example of a rep explaining the charges. In this example, the rep is reducing the installation charges to $99.

Sales Rep- “I mentioned earlier that our marketing budget will cover the $1300 we would normally charge you for your equipment. We’ll have the system professionally installed by one of our technicians this afternoon. The installation is typically $199 and covers travel, time, labor, and tools. There is also a $25 activation charge to get the system connected to the monitoring company.

Since our technician is already in the area, we’ll only charge $99 to cover the labor and I can waive that activation cost completely. Again, like everything else we’re doing for you, we need you to keep this between us. If your neighbors know we discounted everything this much they’ll ask for the same deal and that would hurt our profitability in the area.”

Watch Your Back EndBe aware that every arrangement you make with a customer will either have a positive or negative effect on your back end. Waiving fees and charges may help you get the sale, but can have significant impact on your final check. Our studies also show that customers who pay an installation fee of at least $99 are less likely to cancel.

Compare it to a Cell PhoneWhen you sign up for new cell phone service, you can get a cheap phone for free. These phones are typically the older and are being “phased out” since demand has dropped and they can no longer be sold for full retail price. If you want a nicer phone, expect to pay extra. Either way, you’ll still have to pay for your choice of minute plans.

Many of our competitors are the same way. When they offer a free or discounted system, its because they need to get rid of the inventory so they can buy newer stuff. The last thing they want is to be sitting on a large supply of old, outdated panels that no one will buy.

Pinnacle DifferenceSince our customers are helping us advertise, we want them to have the nicer system. When their friends and neighbors see the sleek GE panel, they’ll want one too. SInce our customer is helping us, we give them the equipment for free. We only charge for monitoring. That’s a better deal than our competition offers, and certainly better than a cell phone company!

Explaining Installation & Activation


Trey Warner’s Pitch

As an advertiser we are obviously not going to

charge you $199 to install, so we give you a 50%

discount at $99.

Just tell your friends and neighbors that you paid

$199 or more cause that’s what we shoot for. Can you

do that for me?”

Luke Toone Says:

"This is something you would like to have in your home right? Ok, great.”

“When we call this in there are some start up fees, usually there is a $200

activation fee, but I’m pretty sure I can get it down to just

$99, I’d just have to call quickly to make sure".

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Watch Your Back End

Compare it to a Cell Phone

Collecting PaymentThe deal isn’t complete until the customer has paid.

Acceptable Forms of PaymentAs a Security Consultant, you may accept all major credit cards (Visa, Mastercard, American Express, and Discover), debit cards, (with Visa, Mastercard, American Express, and Discover logos on them) and checks (from established checking accounts).

Unacceptable Forms of PaymentWe do not accept starter checks (checks without a printed name and address), money orders, cashier’s checks, pre-paid (or pre-loaded) credit cards, or cash.

Payment ExceptionsException #1: If a customer qualifies as “A” credit, they are eligible for manual billing. These accounts will be billed quarterly (instead of monthly) and the first three months billing and all upfront charges must be collected at the time of sale. In this event, a money order, cashier’s check, or pre-paid credit card is also an acceptable form of payment.

Exception #2: If a customer qualifies as “D” credit, they can only pay with an established checking account.

Exception #3: If a customer (no matter which credit rating) wishes to pay the cost of the entire agreement in advance (upfront costs plus 39 months of MMR) they may pay with a money order, cashier’s check, or pre-paid credit card in addition to the acceptable forms of payment.

What to SayYou must believe that collecting payment is the least of your concerns. After all, which is more important, the proper choice of equipment, or whether a customer chooses cash or credit? When you ask for payment, be confident but maintain a “no big deal attitude,” redirecting the conversation to something more important or interesting.

Sales Rep- “I just got off the phone with our scheduling department and our technician will be here within the hour. I just need to get a voided check from you (look down at paper and write something) Ok, I want to make sure I have your emergency contacts right. When the alarm goes off we’ll call the house first, then your cell phone. If you don’t answer on either one, we’ll call the police and get them on their way, then we’ll call your neighbor Judy, is that right?”Customer- “Yeah, that’s right.”Sales Rep- “Perfect. I just need a signature here then... Oh, where’d that check go?”Customer- “Oh yeah, sorry. I’ll go grab it right now.”Sales Rep- “While you’re getting that, see this form? (hold up B Form) You’ll need to give this to the technician when he arrives. Can I leave it here on that table or will it get lost?” Customer- “Table is fine. Here’s the check.”

Notice how the rep begins by talking about the technician’s arrival (creating the feeling that “we need to hurry, he’ll be here soon”) and then nonchalantly asks for payment. He then looks down, focused on completing the paperwork, (which takes the pressure off the customer). The rep does not wait for the check, but immediately moves on to another subject. (This avoids any awkward silence and shows confidence that payment will be made as requested.)

The rep’s reaction of “Where’d that check go?” gives a forgetful or hesitant customer a reminder, and shows assumption that the check was brought the first time he asked, and that he, the rep, had misplaced it in a shuffle of paperwork (rather than making the customer feel bad that they hadn’t retrieved it yet).

Collecting Payment


Luke Toone Uses:

“Payment method is really simple, we do a quick and easy auto payment out of your checking account,

debit card, or credit card, which one would you

prefer?" While you are asking, be looking at the agreement form with your pen down, ready to write the payment

method they choose.

Adam Webb Says:

“For the connection we do the secure auto easy pay, do you usually use a checking account or a credit card for

your monthly stuff? !

Would you mind just grabbing that for me?”

Trey Warner’s Pitch:

“How we do the payments, like everyone else is you can

either pay through your checking or credit card.

What would be easier for you?”

35

39 Month AgreementThe commitment we make to each other.

Industry StandardsThe period of time the customer commits to stay monitored varies by company. Some companies do 12 month (1 year) agreements and require a customer to sign a new contract in order to renew service. Other companies do 2 year, 3 year, or even 4 and 5 year contracts. Upon contract completion options vary from staying month to month with no contract to renewing for additional periods of time.

Pinnacle’s Agreement LengthPinnacle currently only offers a 39 month agreement. After the agreement is completed, the contract will renew month to month. At that point the customer can either cancel at any time or can renew an additional agreement.

Once the 39 month agreement is complete, the customer continues being serviced on a month to month basis. While they are not obligated to stay with use, we have an internal team that will call them and offer additional upgrades in exchange for a term renewal.

How to Bring Up Agreement LengthWhile most customers will expect there to be a certain length of time, bringing up the length of the agreement the wrong way can still cause difficulties with your sale. Like any other detail, confidence and a “no big deal” attitude will help to overcome most concerns. Treat it as though everyone with whom you’ve done business in the past has been perfectly fine with the agreement length. See the examples on the right.

Common MistakesSome sales reps in the past have misled customers about the agreement length. To avoid making your customer angry and jeopardizing Pinnacle’s image (and your own) avoid the following:

FALSE: “By signing the 39 month agreement you’ll lock in your price at this rate.” The agreement stipulates that we reserve the right (even though we rarely choose to use it) to raise the monitoring price once every year.

FALSE: “When your contract is up you can get another brand new system for free.” The equipment you have installed is state of the art and will not need replacing in 39 months. If anything, our customer service department may attempt to renew a contract by making some sort of offer to them, but do not make promises as to what this will be.

FALSE: “If you decide you don’t like it a year or so from now, just call us and pretend you are moving out of the country and we’ll let you out of the contract.” If the customer moves to an area where we do not provide service, we have the right to charge them the remaining amount of their agreement. This is between Pinnacle’s customer service department and the customer, so do not promise anything.

Length of Agreement


Trey Warner’s Pitch:

“What we require of you guys is that you work with us for 3 years by advertising the

sign, telling friends and neighbors, and using our

system, including paying the employee rate.”

Luke Toone’s Way:

“Most companies ask for a 60 month which is 5 years.

We are fair and only ask for a 39 month agreement,

even though you will probably have it much

longer."

Adam Webb Says:

“The whole reason we are able to invest so much into

your home is the advertising. !

We usually ask that you keep the sign visible and the

system on for at least 39 months, you said you're not planning on moving anytime soon right? !Awesome, just keep it visible, if it gets lost

or stolen just give us a call.”

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Processing SalesAccount Creation and Paperwork

Pre-qualification Form

Use this form to gather the information you need.

Checking a Customer’s Credit A phone call to set up an account and establish the credit worthiness of your customer.

Before you startYou should have been provided with a stack of forms you’ll use to do a Credit Check (Also called a “Manual Review”). These forms are important, because they document the permission you should be getting to do the check. If you do not have these, ask your Manager.

Get PermissionGet permission. Even though this is a “Soft” hit on their credit, they must still give you consent to pull it. Never pull credit without permission. Its illegal and could get both you and the company in a lot of trouble. If a spouse wants to run the credit of his or her companion, you must personally talk to the individual and get their permission before proceeding.

What if they say “no” to checking credit?There are different ways to get around the hesitancy involved with pulling credit. Here’s a few examples:

Make the offer exclusive. “Before I promise you anything I need to make sure you qualify for this offer. To do so I will need to do a small check of your credit history, similar to getting an insurance quote. Can I get your full name please?”

Focus on the dollar value. “Before I agree to install $1500 worth of equipment in your home I have to make sure you have a good history with the other companies with whom you do business. I’m going to call and do a small check of your credit history, similar to getting an insurance quote. Can I get your full name please?”

Account CreationTo check credit you must call “Account Creation” at (801) 437-9199. Select option 1. When the agent comes on the line, let them know you would like to do a “Manual Review.” They will ask for the following information:

•Your rep ID- The rep number assigned to your profile in our system.•Your current location- The office closest to the city where you are currently working.

•Customer’s first and last name- Use legal names only please.•Address- The location where installation and monitoring will occur. If you are talking to someone about installing a system in another home, be sure to use the correct address.

•Birthdate or SSN- Birthdate os acceptable, but Social Security Number is more likely to return a

•Zip Code- the Zip code should allow the agent to confirm the city and state. •Phone Number- The number of the monitoring location. If the location has no number, use the best number to reach the customer.

Getting the “P Number”Every customer should be assigned a “P Number” at the end of the call. This number correlates to the account we have created for the customer in our system. Even if the credit score is lower than you expect, gather and save this number.

Limited AttemptsOnly 2 credit checks are allowed per address.

Checking a Customer’s Credit

Credit Checks = Sales

Studies prove that the more credit checks you do, the more sales you will get.

Take a look at the “Dashboard” section of the

“My Sales” portal to see your weekly credit checks vs

your sales.

3 Different Bureaus

To ensure the customer qualifies we check their

credit on 3 separate bureaus (Experian, Equifax, and

Trans Union) to pull up the highest score.


Clarification

The rep performing the welcome call may repeat things back to you several

times, clarify spelling, or ask the proper way to

pronounce something, like a name.

They do this to make sure all information is accurate and be sure they do not offend your customer.

Welcome Calls A phone call to to confirm what you’ve offered the customer is what they are getting.

Before you startYou should have done a Manual Review and received a “P Number.” If you have not received this number or have lost it, call Shell Creation at (801) 437-9199 and get it. You will also need to have covered everything regarding pricing, agreement length, and equipment.

Inform the customerOnce you have completed the sale, tell the customer you will need to make one last call. You may something like this“There’s one last thing I need to do. I’m calling our corporate office to confirm everything we’ve agreed to together. They will make sure that what I promised you is what you are actually getting.” Then proceed to make the call.

What they will askStart by letting the rep know you would like to do a “Welcome Call.” The will ask for:

P Number- the number you were given after doing a Manual ReviewSystem Type- Either “2 Way Voice,” “Cell Primary,” or “2 way with cell backup”Manual Invoice- If they have “A” credit, they have the option of being paper billedMonitoring Rate- The monthly rate you are charging for monitoringInstallation or Activation Fee- Any upfront costs you are chargingUpgrades- The dollar value of any upgrades soldConfirm the contract length- All contracts are currently 39 months. Payment type- Either checking or through a card (debit or credit)Total free points- How many points were given with this system

Once they have this information, they will ask to talk to your customer and will record the customer agreeing to the terms you have just given them. They will also

Ask what type of phone line they have (if you are doing 2 way voice)Inform them they are signing a 39 month contract with PinnacleAsk if they have an existing alarm, and if so, let the customer know we’re not responsible for canceling any current monitoring services.

Doing a Welcome Call

Manual Billing

Only customers with “A” credit are eligible for paper bills. To set up a “Manual

Bill” you will need to:

•Add $2 to MMR•Inform the customer that billing is quarterly•Collect the first quarter’s bill (get a check or charge a card)


Business Differences

If you are doing the contract for a business, you will still fill out the date, but leave

the remainder of the residential information blank

Be sure to complete the Business section (found

below residential)

All information is required.

Completing an “A Form”The primary form to create an agreement between a customer and the company.

Where to Get FormsBoth “A” and “B” Forms can be collected from the front desk at any Pinnacle Office. No more than 25 forms will be given to any person. In the event that you are not able to come to the office or need more that 25 copies, contact Sonia Garcia at [email protected] to have forms shipped to your location.

Before you Start Filling Out a FormYou should have done a Manual Review and received a “P Number.” If you have not received this number or have lost it, call Shell Creation at (801) 437-9199 and get it. You will also need to have covered everything regarding pricing, agreement length, and equipment.

P Number, Location Type, New or Takeover, ScoreEnter the P number on the top right of the form. Underneath enter the building type (residential or commercial) indicate whether this is a new system or we are upgrading and finally, indicate the customer’s credit score.

Customer Contact InformationUse the information from the manual review to fill out the top portion of the “A Form.”Date- the date the contract is effective should be in the following format: “this 12thday of June, 2009.” Customer’s name, followed by the SSN or DOB, whichever you used to create the account. Spouse’s name, if applicable, followed by spouse’s SSN or DOBStreet Address- Location where equipment will be installedMonitored Location Telephone Number- The primary contact number (preferably their home number, but it can be a cell phone number.) Customer Cell Phone- If they have one, to be used if we cannot reach them at home.Billing Address- Some customers want the bill sent to work or a PO Box. Business information should be left blank.

Completing an “A Form”

Monitored Number

In the event of an alarm event, the number you place in the “Monitored Location

Phone Number” will be called first, followed by the “ECV” (Found on the “B

Form.”

If we do not reach someone, we will begin routing

emergency personnel to the monitored location.


Fewer “A Forms”

The “B Form” carries most of the information a

customer wants or needs to know, so only pull out an “A Form” when you know the

deal is solid.

Since the “A Forms” are heavier, you can decrease

your binder weight by maintaining a 2:1 ratio of “B Forms” to “A Forms.”

40

Where to Get PaperworkAll the paperwork you need is located in the Pinnacle Store. Log into joinpinnacle.com to access the various options and place orders. Since it will be shipped from our Corporate Office, You’ll need to stay ahead of your inventory to be sure you never run out of the important pieces.

Read the Fine Print

You will find an occasional customer who will want to review the fine print before

signing anything.

Before you go sell, make sure you are familiar with

the entire agreement.

This will help prepare you for questions that come up.

Services DisclosureThis section informs the customer that we agree to monitor this location using the equipment listed on the “B Form.”

Certain Terms and Conditions2.1 states the customer agrees to pay the fees and charges listed on the “B Form.” It also mentions how installation and activation fees are non-refundable.2.2 states the customer agrees to the MMR and will pay each month of service in advance. Its also mentions that their city, county, or state could charge additional fees out of our control and not listed on our form. 2.3 tells the customer the agreement is for 39 months, unless local law says otherwise. When the initial 39 months is over we will continue providing service on a month to month basis. 2.4 says we’ll charge the first month of service after installation.2.5 talks about what will happen if they move. If its within the first year, we’ll charge $99 to reinstall a 6 point system, and they’ll continue the original agreement. If its after 1 year, they don’t have to pay the $99, but we will require a new 39 month agreement. 2.6 says we’ll pull their credit and discusses their credit rights.

Signature SectionThe customer signs and dates the form on the left side. By signing and dating this form they agree to all the terms on the front and back of the page. The person(s) in the customer information section is (are) required to sign the document personally. Even with consent, a spouse cannot sign for someone else. You sign and date the form on the right. Print your name and rep ID# in the spaces provided.


Legal Document

This is a legally binding document, and should be

treated as such.

No forgeryBe honest

Be accurate

If you have any doubts, concerns, or questions,

please discuss them with your Manager.


Can I Cancel?

“Of course you could, but you won’t want to. By law, you have 3 days from today

to decide that you don’t want this service.

However, we are so dedicated to customer

satisfaction that we will do anything within reason to make sure you are happy

with your service.”

3 Day Right of RecisionLegally, the customer has 3 days from the date of the agreement to decide whether or not they want to keep our service. If you have done your job well, you will have no problem bringing this item up.

Enter a date 3 business days from today in the following format “Not later than the 1st Day of July, 2008”

The customer will not sign this portion unless they are making the decision to cancel.



Always 3 Numbers

You always need 3 unique numbers for an account.

Listing multiple numbers for the same person counts towards your total of 3.

Anything less than 3 will result in an “Office ticket”

requiring you to contact the customer and retrieve the additional information.

Completing a “B Form”The primary form to create an emergency contact list, equipment setup, and pricing.

P Number, Location Type, New or TakeoverEnter the P number on the top right of the form. Underneath enter the building type (residential or commercial) indicate whether this is a new system or we are upgrading.

Emergency Contact InformationCustomer or Business Name- the name that will be on our records as the “primary account holder.”ECV- The backup contact number that will called in the event that no one answers the primary residence phone. This call will be placed BEFORE emergency personnel are dispatched. E-mail- Alarm.com notifications (if the panel has cellular capability installed.)Emergency Call List- In the event of an emergency, the first number called is always the primary residential number (listed on the “A Form.”) The second number will always be the ECV. Since you need at least 3 emergency contact number, you may add more numbers in the space provided. Be sure to indicate the number type underneath it, whether Home, Cell, or Business.

Completing a “B Form”

Priority Routing

In the event of an emergency, the monitoring

station will first call the primary residential number

listed on the “A Form.”

If they do not reach anyone there, they will call the ECV.

If no one answers the ECV, emergency personnel will be

dispatched.


Number Types

To make it easier on our monitoring agents, be sure to properly indicate the type

of phone numbers a customer will be using by checking the appropriate box below each number.

43

Grand Total

One of the questions on the welcome call is “How many

total Free Points were given?”

Save yourself and your customer time by totaling and writing this number in the space provided before

making this call.

Promo Rep Pre-Installation EquipmentDetailing the equipment to be installed and the prices associated with each item.

System TypeOn the far left there is a section to indicate the type of system you will have installed. 2 Way- A panel with an intercom that uses a landline phone to transmit its signals.Cell Primary- A Panel that uses a microwave radio signal rather than a phone line.Cell Unit w/2way- A 2 way panel with a cell unit as a backup in the event of phone failureDigital- Do not useOther- Do not use

Panel TypeWe are currently only offering the Simon XT, Concord, and Lynx Panels.

Sensor/Panel, QuantityFrom the list, choose the quantity of each type of sensors being included for FREE

Points, Total PointsMultiply the quantities by the points values and write it in the “Total Points” section

# of UpgradesIf and when the customer opts to purchase equipment in addition to what is included free, indicate the quantity desired in this column.

Retail Price, Unit PriceThis is the standard retail price. If you wish to lower the price per component you may indicate this lower price in the “Unit Price” section. Remember, no matter what you charge, each “point” will costs you $30.

Total PriceMultiply quantity by unit price to get a total for each upgrade item.

Zone InformationThis section is used by the technician.


Upgrades vs. Points

Discuss with your Manager which is more profitable for you, adding all equipment

into the “Points” section and charging a higher

installation fee, or charging individually for upgrades.

Since the payouts are different for each,

understanding various situations could be useful.


Alarm.com Options

Signal ForwardingCustomer can view alarm

events from remote locations such as PDA or computer connected to the internet

InteractiveCustomer can turn system on and off from remote

locations such as PDA or computer connected to the

internet. Text or e-mail alerts can also be

automated

PaymentUsed to indicate the MMR, upfront costs (installation, activation, upgrades) as well as payment type used for each.

Type of Fees- Monthly Monitoring ServiceCheck the proper box to the left of proper service, then indicate the monthly cost you have agreed to charge for the service on the right. If the unit is cellular capable, indicate the proper alarm.com subscription and any associated fees.

Digital An older technology, occasionally used by our inside sales team. Door to door reps should leave this blank.

Private Response ServiceSome states (such as Wisconsin) require all signals to be verified by a separate service before emergency personnel are notified. This service costs an extra $2 per month.

ManualIf a customer has “A” credit they may opt for Manual (paper) Billing. Billing is done quarterly and costs an extra $1 per month. The first bill should be calculated and collected by the sales rep.

Total Monthly Monitoring ServiceTotal of all monthly services. Be aware that while this price includes sales tax, some states (such as Arizona) have additional charges on the city, county, or state level. The customer may see these charges added to our bill, but may also see these charges in a separate bill directly from the state.

Equipment Payment Schedule• Promotional Rep Installation Fee- The fee

you charge to install the system. • Promotional Rep Activation Fee- The fee

you charge to activate the monitoring• Promotional Rep Upgrades- The total of any

upgrades purchased by the customer (from the “Upgrades” section above.

• Tech Upgrades- Technician may choose to offer additional equipment at his or her discretion. If so, the Technician will complete this.

• Total- Technician will total everything at the end.

Payment Information/Electronic Payment•Customer Name- Print name as it appears on card or bank account. Only customer or spouse may pay for monitoring, and must also be listed on the “A Form.”•Billing Frequency- Select monthly, unless the customer would prefer to be billed every 3 months. •Preferred Withdrawal Date- the first bill will automatically be drawn 3 days from installation, but if the customer selects a date (1st -28th) each following month will be taken on that date.



More Taxes?

Be aware of the taxes and fees charged in your area by local and state government.

While legally you are only required to disclose that “Your state may charge

additional money” you will make a better impression on

your customer if you help them avoid ay surprises.

“Can it be the 5th?”Some customers want to be billed monthly on a specific date. If so, add a “Preferred

Withdrawal Date.”

1st month’s bill3 days from installation,

normal charges

2nd month’s billDrawn on the desired date,

may be pro-rated.

Each bill thereafterDrawn on the desired date,

normal charges

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The person whose name appears in the payment section will be the credit class we use for the account!

Bank Account Number

Account numbers can be found along the bottom of a check, after the “I:” symbol.

These numbers direct electronic transactions to the customer’s account

Single or multiple forms of paymentIf a customer wishes to pay upfront charges separately from the MMR, you may indicate this on the B Form by including multiple accounts in the “Payment Information” section. All payments must be in the name of the person indicated on the “Customer Name” line of this section.

Automatic Withdrawal from Checking Bank Name- As it appears on the checkFor which payments should this be charged?

All Payments- MMR and Upfront chargesMonthly Only- MMR OnlyActivation and Upgrade Only- Upfront costs only

Bank Account Number- exactly as it appears on the checkBank Routing Number- Exactly as it appear on checkAttach a “Voided” check and mark the “Checking” box.

Automatic Withdrawal from Debit/Credit Card Debit/Credit Card: Indicate card brand. For which payments should this be charged?

All Payments- MMR and Upfront chargesMonthly Only- MMR OnlyActivation and Upgrade Only- Upfront costs only

Debit/Credit Card Number- exactly as it appears on the cardExpiration date- 2 Digit Month, 4 digit Year. (For example- 04 2009)

Fine PrintBy signing the form, the customer agrees that we can use the form(s) of payment(s) you’ve indicated until they contact us to make changes. They also agree that we’ve explained everything adequately and that they are satisfied with the installation.

SignatureAnyone whose name is on the “A Form” should also sign, date, and print their name in the space provided on the bottom of the “B Form.” The technician will complete the rest.



Bank Routing Number

Routing numbers are the first 9 digits found along the

bottom of a check.

These numbers direct electronic transactions to the financial institution.

Check or Card?

While some customers do not care which method is

used, each has advantages:

Checking or DebitMoney is taken from actual

bank account, not debt involved

Credit Money is taken from a

credit line, but can be paid over time or may be eligible

for points or rewards.

Customer should always consult their financial advisor

for advice on how to pay.

Indicate the appropriate routing for each form of payment by selecting the right box

46

Contact Number

If you tell a customer that the technician will arrive within the next hour, the

customer will expect them to be one time. If not, they

expect a call informing them of the delay and estimating

arrival time.

Be sure to give the Office Manager a contact number

for your customer.

Scheduling an Installation During the Regular SeasonA sale is not complete until the system is installed.

Same Day PolicyDuring the Summer Sales Season, Pinnacle Security has a same day policy on all installations, repairs, upgrades, and warranty work. While there are some exceptions to this policy, (Like customer’s schedule, technician availability, and equipment availability) your ability to schedule your customer’s installation at the right time will increase the reputation of the company and the stability of your sale.

Office ManagerEach office should have an Office Manager assigned to schedule installations and route technicians to your job. Be sure this individual has your contact information before you go out to sell.

Texting an InstallSome Office Managers like to have a text sent with your installation information. Be sure to include the customer’s first name, the address and city, the system type, and primary contact number. Here are a few examples:

Jeremy. 123 Happy St, Pinnacletown. 2 WayErin. 450 West 100 North, Securityville. Cell PrimaryJake. 23 September rd. Alarm City. 2 Way with cell

Calling in an InstallSome Office Managers (OM) may not have texting capability, and require you to call your installation in. If this is the case, provide the same information as you would in a text.

Office Manager- “Pinnacle, can I help you?”Sales Rep- “Hey Robyn, this is Cyrus. I need to schedule an install.” Office Manager- “Great. What is the customer’s name?”Sales Rep- “Its Jeremy. He lives at 123 happy st in Pinnacletown.”Office Manager- “System type?” Sales Rep- “Its a 2 way voice with cell backup.” Office Manager- “Okay, I will dispatch the next technician available. They should be there within the hour.”Sales Rep- “Thanks. Let me know if there is a problem.”

Scheduling out an InstallationThere are times when a “same day” cannot occur. If this is the case, whether due to the customer’s schedule or ours, you will need to indicate this to the Office Manager.

• Write the arrival time on the top of the “A Form” when you turn it in.• On the day of installation, follow up with the Office Manager to be sure your job

is on the schedule.

Scheduling an Install- Summer Season

Leave an HourTechnicians may not always be able to arrive right away.

Always tell your customer that the technician will

arrive “within the next hour or so.”

If they arrive earlier than promised it will make you,

the technician, and the company all look good.


Arrive Friday, July 15th between 10am-11am

47

Fill Out Everything

It is your responsibility to complete the paperwork

and prepare it for the technician’s arrival.

It is not the technicians job to complete details for you or collect payment. Please make sure that is complete

before they arrive.

Turning in Paperwork- Regular SeasonAll paperwork must be submitted within the correct time frame or you will forfeit any and all commissions.

A FormThe top two copies of the “A Form” should be removed. The remainder of these forms should be given to the customer. Tell the customer “Keep these copies for your records.” Take the top two copies of the “A Form” and place them in your binder. Turn these copies in to your Office Manager at the end of your work day.

Attach PaymentIf the customer is paying by check, attach the voided check to the top front of your copies of the A Form.

A form with a voided check attached by paperclip.

B FormThe entire “B Form” should be left with the customer. Tell them to “Give this to the technician when he arrives.” The Technician will complete it and provide a copy to the customer.

Behind the Scenes Once the technician completes their portion of the “B Form” they will give the customer the pink copy and turn the rest of the B Form in to the Office Manager.

Turning in Paperwork- Summer Season

Office Manager

Paperwork should be turned in to your office Manager at the end of each sales day.

Once they receive both A and B Forms, the Office

Manager will review them for errors and mail them to the Auditing Department.

You Need Paperclips!

Voided checks are easy to lose. If a check is lost, you will be forced to go back to the customer and say “We

lost your check, can we have another?”

To avoid this uncomfortable circumstance, use a

paperclip to hold everything together.


rep training manual 2009

Documents

pinnacle yard sign

pinnacle security yard

home security system

final line of defense

door sales

lines of defense

reflective sign

window stickers