enrollmentand training

guide

2

Table of ContentsSmart Energy Solutions: Independence + Vivint

Vivint Products

Basics of Enrolling• Make Sure They’re Qualified: Key Things to Consider

• Enrolling by Phone

Vivint Sales Basics• Demo Your Home Automation System

Pitching Vivint • Home Security

• Energy Management

• Home Automation

• Talking to Potential Customers

• Vivint Pros

What Makes a Vivint System Better than the Rest?• Full-service/Year-round Techs

• Uninterrupted Monitoring

• Who Do I Contact for Questions?

Appendix• Vivint Products Overview

• Vivint Competitor Comparison

• Vivint Service Coverage Map

• Basics of Enrolling Online

• Post–Enrollment Call

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Smart Energy Solutions: Independence + Vivint

4

Smart Energy Solutions: Independence + VivintIndependence Energy Alliance’s mission is to empower people to make choices that change lives through Smart Energy Solutions. Vivint provides Smart Energy Solutions—cutting-edge choices—that empower you and give you peace of mind, so that you can focus on what matters most to you. We want you to live your life brilliantly; our suite of Vivint products helps you do just that. They give customers the chance to be safe, save money, and take control. It’s simple, affordable home automation you can direct from the palm of your hand.

What makes it different from a standard home security system? Put simply, Vivint has created a new category of system. It’s not just home security—it’s fully integrated and automated energy management with smart thermostat, round-the-clock video surveillance, auto door locks, window sensors, touch screen control panel, and much more. The best part may be that you have full control over all of these features from your smartphone, key fob, or any web-connected device.

5Vivint Products

6

Vivint Products1. Protect families. For more than 13 years, Vivint’s goal has been

to protect families through innovative products and services. And with remote access, you can feel confident knowing your family is safe no matter where you are.

2. Increase energy efficiency. From Vivint’s Smart Thermostat to lighting and small appliance controls, their products save you money by reducing the amount of energy you use in your home, whether you are at home or away.

3. Simplify lives. Through a combination of Smart Energy Solutions and award-winning customer service, Vivint helps you build a simple, affordable home automation system where every piece of technology works together intelligently.

See the following page for an overview of the three basic Vivint system packages. See Pitching Vivint (p. 14), for specific features of each package, and Appendix A: Vivint Products Overview, for a side-by-side comparison of package components.

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Home Automation $68.99/mo

Control your home from anywhere

Always know what’s happening at home with video surveillance

Receive non-emergency alerts via email or text message

Enjoy all the benefits of Home Security and Energy Management

Home Security$49.99/mo

Protect your homeand family

Control your system from your smartphone, computer, or iPad

Protect your entry points with sensors and motion detectors

Avoid wall fires and carbon monoxide with wireless detectors

Energy Management$57.99/mo

Conserve energy andsave money

Lower your utility bills by controlling your lights, thermostat, and small appliances

Save the planet by reducing your energy consumption

Protect your family with all the benefits of Home Security

SECURITY

+SECURITY ENERGY

+ +SECURITY ENERGY AUTOMATIONSECURITY

+SECURITY ENERGY

+ +SECURITY ENERGY AUTOMATIONSECURITY

+SECURITY ENERGY

+ +SECURITY ENERGY AUTOMATION

Vivint Products

INSTALLATION COST: $99 INSTALLATION COST: $149 INSTALLATION COST: $199

8Basics of Enrolling

9

see appendix for

more detailed map

Independence Energy will be coming out with an online enrollment application for your customers soon. As of now, you can enroll yourself online in your Power Source, and any potential customers you refer must enroll themselves by calling 855-819-8158. All your Vivint activity and points are visible on your personal dashboard in Power Source. See the Choices Change Lives Compensation Plan in the Tool Kit of your Power Source for more details on how to earn Customer Points by enrolling Vivint customers.

The best way to get customers enrolled with Vivint is to enroll yourself first! You’re much better off talking the talk when you can walk the walk. It’s also how you get the most Customer Points. To find out how to enroll yourself online, see the separate fact sheet.

Basics of Enrolling

n Energy and Energy Management Service Areas

n Energy Management Service Areas

n Upcoming Energy and Existing Energy Management Service Areas

n Other NRG Licenses and Energy Management Service Areas

n No Service

service areas

Installation/Commissions

AssociateDemo/Sales Pitch

Enroll by Phone or Web

Post-Enrollment Call

10

Make Sure They’re Qualified: Key Things to ConsiderThe potential customer must:

• Have a FICO credit score of 600 or higher to qualify

• Own his or her own home

• Have coverage from one of the four major cell phone service providers (for proper smartphone integration with home automation system): AT&T, Sprint, T-Mobile, and Verizon

• They must be a residential customer (If they own a business and want a system in their place of business, they may purchase one to have installed there—but only if they already have one in their home)

Enrolling by PhoneWhen you enroll a Vivint customer and they call another number advertised outside Independence materials, this will not be tied to your Independence Associate account. It will guarantee you won’t get any Independence Customer Points applied to your account. Make sure to also let your customers know to reference the fact that they enrolled through you and that you’re an Independence Energy Alliance Associate, so that Vivint marks the sale in your account.

Remember, the basic rule for enrolling with Vivint by phone is that you must call the Vivint number for Independence Energy Alliance:

855-819-8158

Basics of Enrolling

11Vivint Sales Basics

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Vivint Sales BasicsDemo Your Home Automation System

The best way to sell a Vivint system is to invite someone into your home and show off your own. The most convincing presentation experience they can have is for you, someone they already know and trust, to demonstrate the capabilities on your own system.

Walk a potential customer through the highlights of your touchscreen Go!Control panel, then wield your smartphone to operate your home automation system for the real “wow” factor. There are not many products on the market that could put on such an impressive show, so take advantage of that! Besides, if you’ve invested in “the works” yourself, your potential customer knows you truly believe in the value of these products—you’re not just trying to make a sale.

13Pitching Vivint

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Pitching VivintHelping friends, family, and neighbors understand the value of Vivint products is very different than talking to them about our energy plans. The good news is, the themes that come up should already be very familiar to you if you own your own home: convenience, safety, and affordability.

“I understand how you feel, a lot of other people I’ve talked to have felt the same way. Here at Independence, what we’ve found is…”

We’ll start with some cool features you can talk about that will create interest. These are the industry-leading technologies Vivint has to offer that set their systems apart. Then we’ll get into how to talk about each of the features, common concerns or ideas people may have that could keep them from being interested in these products, and tips on how to address those concerns.

setting the

tone

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Home Security Go!Control PanelThe Go!Control panel features a large, user-friendly LCD touchscreen interface that puts your system’s entire range of home automation capabilities at your fingertips. Every component we sell is integrated wirelessly with this panel.

• Arm and disarm your alarm online or with your mobile phone

• Receive system status via e-mail and text notifications

• Cellular Monitoring: Doesn’t require you to have a landline, as it leverages a cellular connection. Since no home phone line is needed, the system is tamper-proof— thieves can’t cut lines to disconnect monitoring.

• 2-Way Voice: Have you heard of On-Star? 2-Way voice is basically On-Star for your home. Crucial time is wasted trying to get you on the phone to verify the emergency… but with 2-Way voice, Vivint’s monitoring station comes through your panel within 7.2 seconds to verify that there’s an emergency—the fastest response time in the industry.

Motion Detector Based on the latest in infrared technology, the Vivint motion detector is a wall-mounted unit with a 90° lookdown. An intruder can’t simply walk directly beneath these detectors—under a window for example—to enter your home unnoticed. It also includes pet immunity from 33–55 pounds, which reduces the risk of false alarms.

Glass Break Detector The Vivint glass break detector provides maximum detection coverage with a 360° horizontal sensing angle. It uses dual-shatter recognition technology to monitor for the two stages of breaking glass: it listens first for the initial blow and then for the sound of breaking glass. This dual-stage monitoring drastically reduces the number of false alarms.

Pitching Vivint

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Home Security – Emergency Safety WarningsFree In-Home Tornado Warnings Vivint now offers free tornado alerts in the states highlighted on the map to the right. Be aware of dangerous weather patterns in your area—day or night—and get a constant alert sent directly to your home through your Go!Control panel.

Smoke Alarm The Vivint smoke alarm detects drastic increases in heat, as well as smoke. So even if your home experiences a wall fire, the alarm will trigger. Once the alarm has been tripped, it will alert the central monitoring station who will contact the correct personnel in as few as 7 seconds. It also features a built-in 85 decibel siren—which is close to the legal limit for sound restrictions.

Carbon Monoxide Alarm Carbon monoxide is an odorless, tasteless gas that can leak from a number of common household appliances. The Vivint carbon monoxide alarm is built on an electrochemical detector that can detect increased levels of carbon monoxide early.

Pitching Vivint

ND

SD

MN

WY

NE IA

KS MO

OK

TX

AR

IL IN

KY

TN

MS AL GA

SC

NC

VAMD

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Energy Management Smart Thermostat The Vivint Smart Thermostat brings together everything you need to create an energy intelligent home. So you can raise and lower the temperature—whether you’re at home or away. You can also program it seven days in advance, which saves you money! Vivint energy management customers save an average of $44/month. You can connect with your energy management system online, using an app from your smartphone, or directly via the thermostat console.

12 Free Energy-Efficient Light BulbsAs an added bonus, our Energy Management and Home Automation packages include 12 fluorescent light bulbs. These bulbs last 10 times longer and use 75 percent less energy than a standard, incandescent bulb.

Lighting and Small Appliance Control With Vivint lighting and small appliance controls, you can remotely control a range of common household devices using your smartphone, iPad, or an internet browser…everything from curling irons to Christmas lights! You can turn lights on when you are away so it seems like you are home.

Pitching Vivint

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Home Automation Pan and Tilt Video Camera The camera is something that really sets Vivint apart from the competition—it records 40 second clips when it detects motion and saves those to a secure website. With Vivint video surveillance, you can access your video clips from your compatible smartphone or web-connected mobile device. And, since the videos are stored remotely on Vivint’s servers, you can watch real-time video of your home from one or more of your cameras.

Automatic Door Locks These keyless-entry electronic locks can communicate wirelessly with your Go!Control panel, allowing you to check whether or not your doors are secured and automatically arm and disarm your security system. And they also feature true remote locking and unlocking features, courtesy of a motorized deadbolt. This means you can monitor and manage your locks using a smart phone, an Internet browser and your Go!Control panel. You can customize entry codes, too. You, your kids, spouse or whomever can have their own code, and you have a record of when they entered the house. When you lock your door on the way out, it will arm your security system. When you come home and unlock your door it will disarm your system, making your life simpler because you will not have to run into the house to input the security code before the alarm sounds.

This is just to name a few cool features and components. Vivint will also customize any of the systems they offer to meet the customer’s specific needs—this is a huge plus.

Pitching Vivint

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Talking to Potential Customers We’ve already discussed the fact that using your own Home Automation System to demo the benefits is the best sales strategy. You’ll want to supplement that with a strong working knowledge of all the concerns and objections your potential customers may have, and how the range of Vivint products and add-ons can alleviate those doubts. If you aren’t in a position to show off your system in your pitch, doing your homework becomes even more necessary. Hopefully this section will help.

Discussion Tips

• Make sure you find out early on if they’re married by asking, “Who else would benefit from home automation/energy management/home security here?” Knowing is half the battle. Once that’s established, involve the spouse in the decision. “What would your partner see as the biggest benefit of this system for your family?” “Would your partner have additional questions about how that works?” Etc. It’s even appropriate after you’ve established trust to ask for the spouse’s name so that you can make it more personal.

• If the person you’re speaking with has a dog and they feel that dog is a good enough security system, you may want to make an appeal on behalf of the dog. “Dogs are like family. At Independence, we don’t think family should be the first line of defense. With this system, your property, as well as your pets, are safe. Let me tell you right off the bat; I’m not here to replace your dog, I am here to help that dog in the right situation.”

Vivint Solutions to Point Out to Customers

“I’m sure you’re aware of some of the problems facing home automation today, for instance:

a. The fact that you must have an active telephone line in your home.

b. The monitoring stations expecting you to answer the phone.

c. The inconvenience of having to physically be home to arm and disarm the system.”

Pitching Vivint

problem solving

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Objections“I already have a system”The best way to prevent this from coming up as a reason not to listen is to help them realize that Vivint serves many people who already have systems. “A lot of people already have security systems, but if they’ve had it for more than 3 years we are able to offer new advances that make a lot of sense. Does your system offer energy management? With Vivint’s Energy Management package, you can save an average of $44 a month on your energy bills without even trying. If you get the full Home Automation system, you get industry-leading Energy Management and Home Security, as well as the total convenience of a fully integrated, automated home that you control from the palm of your hand—whether you’re home or away. Also, “The alarm company can only be as good as the equipment in the home.”

“Can’t afford it”

• Don’t try to overcome the financial objection by being their financial advisor. Most likely they just need to see more value in order to justify spending the money. Remind them of all of the ‘pros’ of having a system with Vivint (see list of Pros).

• With energy management, they will save an average of $44 in their monthly energy bills.

• They could receive a discount from their insurance company for having a Vivint system.

• It also adds value to their home

• Comes with a lifetime warranty

• The price is not going to increase. It’s a solid investment that basically pays for itself.

Bring more emotion into the conversation by sharing a personal experience or an applicable experience of another customer. They might just need to see that you believe in the product so much that you are willing to be patient and persistent with them. Help them see how Vivint is going to benefit their family specifically. Help them see why they are going to love their new Vivint system.

Pitching Vivint

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“We live in a safe neighborhood/don’t need one”Again, the best way to deal with this objection is to include in your conversation how most people who get security systems live in a safe neighborhood. “We’re seeing a lot more people getting security systems, not necessarily because they live in a rough neighborhood, but simply because they want to be proactive and have more peace of mind. We hope that our customers never have to use their security systems, but most of them realize that with the way the world is changing they would much rather have security and never need it, than to need it and not have it.”

“Not interested”

Home Automation: “It sounds like you’re not looking for a fully automated home with energy management and home security right now, am I right? Would the Energy Management package, which is priced a little lower, saves you an average of $44 a month in energy costs, and still includes the home security benefits, be of any interest to you?”

Energy Management: “I see—it sounds like you’ve already got your energy usage under control (or maybe they are not concerned about it). That’s great! Would the Home Security package, which is Vivint’s lowest-priced option and includes state-of-the-art home protection benefits, be of any interest to you?”

Home Security: “That’s great to hear—sounds like you’ve never had a problem in the past, is that right? (Either they will say they have had a problem or no, if they have had a problem, dig deeper, but usually they haven’t had a problem). That’s fantastic! In terms of your home security, I just want to help you be proactive instead of reactive.”

There will be people who flat out just aren’t interested, but for anyone who will stop and think about this, it’s a great tactic to disarm them and ease the situation. Sometimes they have had a problem in the past, and for those cases, THIS is their hot button. More times than not, the customer just hasn’t thought about it.

Pitching Vivint

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Vivint Pros

• Energy savings

• Adds value to your home

• You own the equipment, which is valued at $1500

• It’s wireless

• 2 way voice-over cellular

• Insurance discount

• Free move certificate

• Peace of mind

• Protection for family

Payment Vivint makes this really easy—they set customers up with automatic withdrawal. They can also set it up on a day of the month that you prefer. The system defaults to the day nearest the install date.

• Lifetime warranty

• Can prevent emergency situations in addition to helping deal with them; burglary, fire and medical

• Weather alerts, including tornado warnings

• Remote access

• Price not going to increase

• No hidden fees or catch

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What Makes a Vivint System Better than the Rest?

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What Makes a Vivint System Better than the Rest? Full-service/Year-round TechsVivint is a full service company, and they have full-time technicians to service customers everywhere they sell. They do not outsource monitoring, customer service OR service technicians!

Uninterrupted Monitoring• Fastest published response time, averaging 7 seconds

• Available 24 hours a day, 365 days a year including holidays. Vivint trained professionals will always be available to safeguard your home and family. Believe it or not, many companies in the industry do not offer this.

• 2 redundant monitoring stations, so customer security will be continuous and not affected by natural disasters or power outages.

Who Do I Contact for Questions?For Independence Energy Alliance-specific questions, call the Alliance Success Team (Monday – Friday from 9am – 5pm ET):

1-877-238-7231

For Vivint Installation and Service Concerns or Questions:

1-855-484-8468

competitor comparisons

see appendix

25Appendix

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Go!Control touchscreen panel

Remote internet/smart phone access

Window sensors

Door sensors

Key fob

Glass break detector

Motion detector

Smoke alarm

Carbon monoxide alarm

Smart thermostat

Energy-efficient bulbs

Lighting controls

Small appliance controls

Video surveillance

Automatic door locks

Non-emergency alerts

Medical pendant

*

*

*

*

*

*

*

*

Home Security PackageProducts and features

Equipment & Installation at no cost*For qualified customers

*

*

*

*

*

*

*

*

Energy Management Package

*

*

*

*

*

*

*

*

Home Automation Package

SECURITY

+SECURITY ENERGY

+ +SECURITY ENERGY AUTOMATIONSECURITY

+SECURITY ENERGY

+ +SECURITY ENERGY AUTOMATIONSECURITY

+SECURITY ENERGY

+ +SECURITY ENERGY AUTOMATION

Appendix A: Vivint Products Overview

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Appendix B: Vivint Competitor Comparison

Cellular ● ● +$20 ● backup ● ● ● ● ● backup ● backup

Wireless ● ● ● ● ● ● ● ● ●

LCD Touch Screen Panel ● ● pulse ● ● ●

Customizable Package ● ● ● ● ● ● ●

2-Way Voice ● ● pulse ● ● ●

Intelligent Climate Control ● ● pulse ● ● ●

Remote Access ● ● pulse ● ● ● ● ● ●

Alarm Notifications ● ● ● ● ● ● ● ● ● ●

Non-Alarm Notifications ● ● ● ● ● ● ● ●

Auto Updates ● ● ● ● ●

Weather Alerts ●

Medical Monitoring ● ● ● ● ● ● ● ●

Fire Monitoring ● ● ● ● ● ● ● ● ●

Flood Monitoring ● ● ● ● ● ● ● ● ●

Video Surveillance ● ● ● ● DVR ● ● ● DVR ● +$199 ● ●

Security Sensors ● ● ● ● ● ● ● ● ● ●

Lighting & Small Appliance Controls ● ● ● ● ● ●

Automatic Door Locks ● ● ● ●

24/7 Monitoring ● ● ● ● ● ● ● ●

In-House Monitoring ● ● ● ●

Response Time 7.2 sec 30 sec unknown unknown unknown 30 sec varies 60 sec 60 sec 45 sec

Free Move Certification ● ● ● ●

Free Lifetime Warranty ● ● ● ●

Contract Length 42 mos 36–60 mos 36 mos 24 mos 36 mos 0 36 mos 42–58 mos 36 mos 36 mos

Installation Fee $99–198 $99–550 $0–99 $289–439 $99–400 $300 $295 $35–200 $378 $0

Cost Per Month $50–69 $29–70 $25 $20 $35–50 $30 $49–58 $40–50 $25–42 $29–43

TM

Monitored

Securit

y Sys

tems

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Appendix C: Vivint Service Coverage Map

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Appendix C: Vivint Service Coverage Map

(Alaska) (Canada)

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Appendix C: Vivint Service Coverage Map

(Canada)

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Appendix D: Basics of Enrolling OnlineEnrolling customers with Vivint online is quick and simple. There are 12 steps to enroll online through your Power Source:

1. After logging in, go to the Smart Energy Solutions page and click “Enroll with Vivint.”

2. The enrollment form will appear. Power Source will have pre-populated your name and Associate ID# in the sales rep info box. Fill in your primary contact information, and secondary contact information if applicable. Then you must click to verify your address and check your credit.*

3. Package: Select the Vivint package you’d like to purchase. Begin with the basic system, and add any additional features you would like from the list below it. The total cost will changed based on the system and additional features you select.

4. Schedule your installation date.

5. Enter a “verbal passcode.” The passcode that you set is used to complete the enrollment with the call center. They set the passcode for alerts when completing the enrollment process with the Vivint rep.

6. Emergency contacts: you may provide information for up to four emergency contacts.

7. Billing information: You may elect to be billed directly from a bank account or from a credit/debit card. You may also select which day of the month you want your automatic withdrawal to take place.

8. Installation ticket: enter any additional notes you may have for the installation technician, such as “buzzer broken—call cell,” or “previous security system already installed.”

9. Do a final review of your enrollment form, and submit!

* If you are not enrolling yourself, you must get permission from the

customer to access their credit bureau.

1. Scroll

2. Click

3. Click

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When you call to enroll yourself with Vivint, the representative may ask or tell you:

• Are you the home owner?

• What’s your contact info?

• What’s your date of birth?

• Is the premise address the same as your mailing address?

• Are you aware that this agreement has an initial term of (contract term) months and that throughout this period your monitoring rate will not increase? There will also be (sales tax amount) of state and/or local sales tax added to your monthly payment. This monthly fee will be billed on the (date) of each month charged to your credit card. Is that ok?

• Do you also understand that there is a one-time activation fee of $99/$198 that will be billed to you in three equal installments with your first three payments? (this can also be billed all at once if you prefer)

• Please confirm for us the date and time-block you would like a qualified Vivint technician to arrive and install your new home security system.

• Will there be any construction or major remodeling projects at the home during the time of install? If yes: Will any of these projects interfere with the installation of the Vivint panel?

(e.g., the location for the panel must have permanent electricity, and be sheet-rocked.)

• Is there an existing security system in the home? If yes: Is the security system currently being monitored?

If yes: Are you aware that Vivint is not affiliated with your current monitoring company and that you may be responsible for both agreements?

Appendix E: Post Enrollment Call