WEEK 3 LS MIKE LESSON DAY 4

CONCERN; DISPUTE TANK RENT FEES

Eqpt Rent

CASE TYPE - BILLING\AR CASE SUB-TYPE - INCORRECT BILL

BILLING\AR TAB ------

ADD TO QUEUE - BILLING

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(Pricing Case Sub Types)

Community Code Discounts GPP Pricing Inquiry/Quote Contract - EITHER SHIP TO OR SOLD TO

(Discount Eligibility Qualifications)

➤ Only residential market-based customers on Customer Specific Pricing (CSP) are eligible for military, senior citizen, or farm bureau discounts. ➤ Customers receiving a military, senior citizen, or farm bureau discount are not eligible for any other discounts or incentives. ➤ The military, senior citizen, or farm bureau discount does NOT apply to the customer's first fill. The discount becomes active for the second fill and going forward.

(Military Discounts)

➤ Only active duty and veteran military personnel may receive the military discount ➤ The discount is $0.10 off per gallon ➤ Only residential market-based customers on CSP pricing are eligible ➤ One owned or rented residence that the customer resides at (full-time or seasonal) ➤ The customer's spouse is eligible for the discount if they reside together, and the spouse is added to the account ➤ Prior to a CXA applying the military discount to an eligible customer's account, the CXA must obtain and record in the CRM case:

❖ Enlistment year (if active military) ❖ Discharge year (if a veteran)

(Senior Citizen Discounts)

➤ Only customers 62 years old and older may receive the senior citizen discount (this is based on Federal government guidelines) ➤ The discount is $0.02 off per gallon ➤ Only residential market-based customers on CSP pricing are eligible ➤ One owned or rented residence that the customer resides at (full-time or seasonal) ➤ The customer's spouse is eligible for the discount if they reside together, and the spouse is added to the account ➤ Prior to a CXA applying the senior citizen discount to an eligible customer's account, the CXA must obtain and record in the CRM case:

❖ Customer's year of birth

(Farm Bureau Discounts)

➤ Only active Farm Bureau (FB) members may receive the farm bureau discount ➤ The discount is $0.05 off per gallon ➤ Only residential market-based customers on CSP pricing are eligible ➤ One owned or rented residence that the customer resides at (full-time or seasonal) ➤ The customer's spouse is eligible for the discount if they reside together, and the spouse is added to the account. ➤ Prior to a CXA applying the farm bureau discount to an eligible customer's account, the CXA must obtain and record in the CRM case:

❖ Farm Bureau ID Number

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CREATING A CASE FOR SHIP TO; MILITARY DISCOUNT

1ST - SHIP TO CREATE A CASE

• CASE TYPE; PRICING|
• SUBCASE; DISCOUNTS
• DESCRIPTION; MILITARY DISCOUNT
• SAVE
• SAVE
• OPEN THE SAP
• CHECK THE PRICING T6ILE IF THERE'S A EXISTING ONE IF NONE LETS PROCEED
• GO BACK TO CRM
• CLICK THE CASE THAT YOU DID
• APPLICATION; SERVICES
• EXISTING CUSTOMER
• ENTER YOUR AmeriGas CREDENTIAL OS ONLY
• IS THIS A PRIORITY CUSTOMER;
• CHECK YOUR SAP IF THERE'S A STAR IF NO THE ANSWER IS NO.
• WHAT TYPE OF THE ACCOUNT; CHECK IF WHAT TYPE OF THE ACCOUNT
• Does this request need to be expedited? Yes
• UPDATE PRICING
• ADD/REMOVE PRICING DISCOUNT
• MA MILITARY DISCOUNT
• GO BACK TO THE CASE; PRICING TAB

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(Market Pricing)

The annual placement of customers is a process called rescaling. Rescaling takes place in SAP on the annual anniversary based on the equipment start date:

➤ When new customers are created in SAP, the system automatically assigns the first-year price code based on their primary usage. ➤ Customers are moved to a Y2 (2nd year) scale price on their first annual anniversary date. ➤ Customers are moved to a Y3 (3rd year) scale price on their second annual anniversary date. ➤ Customers are moved to a volume-based scale after their third-year anniversary date.

(Customer-Specific Pricing)

Customer Specific Pricing (CSP) is for residential and non-residential market-based customers for both propane and cylinder materials.

The Central Pricing Group determines pricing eligibility for customers based on: ➤ Tenure ➤ History ➤ Usage ➤ Attributes ➤ Cost

(Contracts Overview)

High-level Summary of Each Contract

^Program^

➤ AmeriLock ➤ PreBuy ➤ Convenience Pay ➤ Terminal (Floating) ➤ Fixed

^Price^

➤ Fixed ➤ Fixed ➤ Market Rate But AmeriLock can be added to the contract ➤ Terminal plus Markup ➤ Fixed

^Gallons^

➤ Unlimited; 300-gallon minimum ➤ Amount purchased at the start of contract; 300- gallon minimum ➤ Unlimited ➤ Unlimited ➤ Unlimited

^Payment^

➤ By delivery ➤ In full ➤ Monthly, minimum monthly payment of $30.00 ➤ By delivery ➤ By delivery

^Need Credit Terms^

➤ No ➤ No ➤ Yes ➤ Yes ➤ Yes

^Fee^

➤ $119 Note: Customers opting for paperless billing prior to, or at the start of their contract, receive a reduced fee of $99. Early Termination Fee $150 after the grace period. ➤ None ➤ None for the market rate of $119 if including AmeriLock Note: Customers opting for paperless billing prior to, or at the start of their contract, receive a reduced fee of $99. ➤ None ➤ No Enrollment Fee

^Renewal^

➤ Automatic, June each year ➤ Manual ➤ Continues for the life of the account Note: If including Am eriLock this part will renew automatically yearly ➤ Manual ➤ Manual