Call Flow

Opening Callback number Issue Rephrase and AAA Account lookup Verbal passcode Service Address Discovery Set the Agenda "John, one of the troubleshooting steps we need is to physically access the (device), it will take within 5 to 10 minutes. Is that okay with you?" Correct Steps (ts) Resolution Revenue Pitch Recap Closing Case Notes Tagging Name: CP#: Verified: Issue: Troubleshooting: Resolution: Referral: VPP: Upsell:

RECONNECT SCRIPT: “Hi, my name is (specialist’s name) calling on a recorded line from Vivint. This is a non-emergency call. I was just speaking with (customer’s name) and we got disconnected. I would like to continue to help. Can I get the verbal passcode again in order to further assist you? As a reminder, this call is being recorded.”

VOICEMAIL SCRIPT: “Hi, my name is (specialist’s name) calling on a recorded line from Vivint. This is a non-emergency call. I am reaching out after I spoke with (customer’s name), and the call was disconnected. Please give us a call back at 800-216-5232 and follow the menu options or chat in using your Vivint app. One of our Vivint specialists will be happy to continue assisting you. Thank you!”

*AAA FOR RESCHED: “Thanks for calling in. I am so sorry the technician didn’t make it to your home today. I am happy to look into this for you to ensure we get this resolved.” *Verification For verification can I have your verbal passcode please? *Discovery questions: W-hen did it start? H-ow often does it beep? W-hat troubleshooting steps have you done so far? *While you are pulling up the solution on CareGenie: Please allow me to place the call on hold for a moment while I maximize my resources. If you're doing something important please do so, you can leave me on a loudspeaker mode, and I'll get your attention once I'm done. *Tell the steps that is reflected on your end *Another acknowledgement after the steps have been done You’ve done great (name).

*Recap "Just to make sure you called in about your Panel where you can't click, which we resolved by rebooting the system. And you are now able to click on the settings and navigate on your Panel. (summary of the solution/call) In case you experience the same issue we also have our support website support.vivint.com where you can check the same steps that we did today. Also if you have time, the same website can direct you to know more about equipment that you can add at your home."

*After resolution Is there anything else I can help you with?

*Closing spiel Thank you for letting me help you. [Customer name] I have a question? Did I put a smile on your face with the level of service I have provided?

At the end of this call, you will receive a quick 1-minute survey. This will reflect on me and our interaction today. If you could fill that out, I would love to hear your feedback!" Again thank you for choosing Vivint. This is Bill, your smart home specialist, Have a great day! If not happy we can say: “Oh wow, how can I make it better?”

Vivint Door & Window Sensor “I see you have 3 of these sensors in your home, but are there any other windows or doors you’d like to have covered?” Vivint Motion Sensor “I noticed that you do not have any motion sensors in your home. These would be a great addition to the protection of your home in case of someone breaking and entering.” Vivint Glass Break Detector “If someone is to break the window in your home, the window sensor may not catch it, but with this sensor, it will be able to detect the sound of the breaking glass and trigger the alarm.” Vivint Key Fob “You can arm and disarm your system with the press of a button on the key fob, rather than having to run back in the house if you forget.”
Vivint Water Sensor “This sensor will detect any flooding or freezing temperatures in your home, preventing any major costly damages that can happen to your home. It can also merit for a discount on your home insurance.” Vivint Smoke & CO Combo Detector “With this combo detector, you are getting the benefits of 2 of our top-of-the-line, monitored detectors for the price of one.” Vivint CO & Smoke Monitor “Since you already have wired CO & smoke detectors, all you need is one of these sensors for us to be able to monitor your entire home, making it much more cost effective.” Vivint Emergency Pendant “This pendant is comparable to LifeAlert, where at the push of a button, you can alert our monitoring team in case of emergency.”

TRANSFER SPIEL Hi My name Ralph from Tier 1 department, my badge id no. is 9031236 and my service no. is(), my customer is calling about, and his/her name is (), can you help?

VPP -I just want to let you know that you are not yet signed up to Vivint Protection Plan, wherein instead of you paying $99 technician visit fee, it will be just $9.99 every month as long as troubleshooting has been completed over the phone and Vivint equipment replacement and shipping charges will be covered as well. This would be a great savings in the future. Would you like to add this on your account?