Vivint Sales Knowledge

How customers buy

*two financing companies allow customers to finance the cost of their equipment* (pay for via a loan)

things that street genie will help with

-Finding and correctly marking customers -Building a package -Running credit -Financing -Obeying Purchases and Services Agreement, Notes of Cancellation, and Early Termination Fees

What you are required to tell your customers by law

-Your Name -Your Company Name -Why you are knocking

How to fill out agreement

1.) Fill out E-sign consent 2.) Go to Purchases and Services Agreement and have them sign 3.)Hand customers financing information on IPad 4.)Ensure that financing information is correct 5.)Have customer fill out the birthday and SSN under personal information 6.)Have customer enter their annual household income 7.)Have them select a payment method (Credit Card or Debit Card) use card reader. 8.)Have them fill out actual application 9.)Next step-> determined by customer credit score. If credit is valid then you can move on to the next step

Two things purchased when customers get a Vivint system

1.) Their equipment 2.) Their monthly service subscription

Running Credit

After a package is built, you must run a customers credit to determine if their eligible to finance their equipment through the financing partners of Vivint. Understand that the credit score of a customer is sensitive information, handle it with care. To run credit, go into roaming mode on street genie, select the customers house and select the credit check button. Then type in the Customers first and last name, Phone number, Social Security and birthday.

Purchase and Service Agreement

Agreement between Vivint and the customer. Details the services that Vivint will provide, lays out the the payment amount the customer will owe and the duration of the contract. Outline the following to the customer: -Length of the contract -Monthly Service Fee -Cellular maintenance upgrade fee -Equipment fees and who the provider will be (Note: If they have a loan with Fortiva or Citizen's One, they will have two bills) -Installation Fees -Confirm down payment amounts Additionally customers have the option of doing lump sum payments. This will reduce the monthly payment but NOT change the total amount owed. Contract can be paid off anytime.

Note of Cancellation

Allows customer to resend the contract without penalty during the applicable right of recession period. Leave physical copy of notice of cancellation with the customer. Fill out date of transaction and date by which customer should cancel. Customers over 70 can cancel after 30 days. Must be filled out and sent by midnight on the last right of recession day.

Kwikset Smart Lock

Allows customers to control their door lock from anywhere using their smartphone. Why customers love it: -Controlled anywhere from smart phone -Unique access codes for keyless entry -Notification when someone unlocks the door -Disarms the system when the door is unlocked from the keypad -One-touch lockdown -Lock your door with your voice (Alexa, Google Assistant) Features: -let in visitors from anywhere using the Vivint Smart Home app -unique access code allows you to only let in trusted members of family. -access codes allow keyless access to door providing the convenience of not having to carry keys everywhere you go.

Ping Camera

Allows for two-way communication, which keeps customers connected to family. Customer can see whats happening inside home at all times or call out with a press of a button to talk with family members who are away. Why customers love it: -Live and recorded video -Notifications when motion detected -two-way talk -Night vision -Call in from the app out from the camera itself Features -See family members or pets using one-way HD video -Speak with family members using two-way talk through vivint smart app -Cameras can record someone moving through an entire room -Your home can callout to you with a convenient one-touch callout button to your Vivint Smart Home app (family members can call you)

Vivint Element Thermostat

Allows you to automatically set temperatures and adjusts them automatically depending on the situation. Why Customers Love it: -Adjust thermostat anywhere with smartphone -Save 12% on energy bill. (Verified by third party, WaltzOn study of nearly 7,000 homes across the US evaluating Vivint products) -Automatically adjust temperature based on occupancy -Display illuminates on approach Features: -Control temperature from anywhere using Vivint smart home app -Save 12% on energy bill -Adjust temperature using voice (Alexa, Google Assistant) reducing electricity demand saves money and the environment.

Automation

Allows you to have full control of smart devices connected to the panel via Z-Wave. Provides comfort and convenience whereas security provides protection and peace of mind

App

Allows you to remotely control smart home devices from your phone Why customers love it: Controls the whole vivint system anytime anywhere. Two way talk with all cameras Notifications and alerts let customer know what's happening in and around their home View live and recorded camera footage Lock and unlock doors/garage Controls the thermostat Create custom actions Tech support via live chat Additional perks: Arm/disarm security Lock/unlock doors Open/close garage Sound the alarm Adjust temperature of thermostat Set current home state Change thermostat modes Control multiple thermostats Watch live camera footage Two-way talk with cameras View/share video clips View/share playback video Turn lights on/off Dim the lights Create lighting groups Review system notifications Filter activity by day/product View/share video clips

Car Guard

App-based video protection service that lets you protect your car and your home with just one app. Integrates with Smart Home and provides you with vehicle location tracking, tamper alerts, and car diagnostics. Why customers love the car guard -One app -Extension of the smart home system to turn on lights or record video when someone disturbs the car. -Location tracking -Tamper alerts -Car diagnostics Features -Car guard responds when car is threatened, turning on lights and recording video. -Keeps tabs on your vehicle's location and know if it has been bumped, towed or stolen- all from Vivint Smart Home App. -Keep your car and its occupants safe with diagnostic alerts that warn you of trouble

Tips for knocking equipment upgrades

Be transparent -Make sure to clearly identify yourself as a Vivint rep who is working in the neighborhood Show interest in them and their system -Ask questions about their experience with Vivint to build rapport and identify potential value adds -Find out why they purchased originally and how the system has benefited them Build a relationship even if they don't buy -These customers can be some of your best resources. Even if they are not interested in purchasing additional equipment they are excellent sources of leads and information about the neighborhood -Collect a story that you can use to help you sell in the neighborhood Recommend a value add based on the equipment they already have -As you will see in the flow below, when you knock one of these houses you will see what equipment they already have -Based on that equipment, identify one product or additional service that might provide value for the customer -Use social evidence and third person stories to suggest this product as an add on -What we have done for a lot of Vivint customers in your situation is add ________

Vivint Security

Built on helping people feel secure in their home. Security is peace of mind. It assures customers that all is well in their home.

Recommending Appropriate Equipment (Upgrades)

Confirm the customer's current equipment This is a great way to break preoccupation and also to make sure you know exactly what the customer has It looks like you have a camera outside, a few door and window sensors, and a motion detector. Is there anything else you have added to your system since you got it? Identify what kind of panel they have The first thing you will want to look at when you are viewing the customer's current equipment is what panel they have If they don't have the Vivint Smart Hub, it is a good idea to start your upgrade with the Smart Hub Identify potential automation equipment Cameras Dependent upon the panel they have Thermostat Door locks Garage door controller Identify potential security equipment Additional sensors Glass break Smoke/Carbon Monoxide Pro Tip: Take a look at their current equipment as you knock on the door to get an idea of what equipment they have and what equipment might be a strong potential value add.

Garage Door Controller

Control garage door using the Vivint Smart Home app. The Vivint alarm will sound if the garage door opens while the system is armed. Why customers love it: -App control of the garage door from anywhere. -Notifications when the garage is left opens -Closes garage automatically when customer drives away (with car guard) Features: -Close garage door from anywhere with Vivint Smart Home App -Vivint App notifies you when garage door is left open. -Let in a neighbor using remote access from Vivint Smart Home App

Vivint Smart Hub

Customers are compatible with the newest version of cameras -Doorbell Camera Pro -Outdoor Camera Pro -Ping Camera If the customer already has a Vivint Smart Hub or chooses to upgrade to a Vivint Smart Hub, the older model cameras will no longer be available. Instead, the customer will select from the newest version of the cameras.

Door & Window Sensors

Detect when doors or windows are opened or closed, sounding an alarm if triggered while the system is armed. These sensors connect to the panel via Z-wave (like a secure version of Bluetooth) and can be installed, recessed or sticked on.

Motion Sensor

Detects motion within the home, sounding an alarm if triggered while the system is armed. This sensor uses heat and can distinguish the heat of a person and a pet. *Every Home needs at least 1 motion sensor with their Vivint Smart Home System.

Glass Break Sensor

Detects when a window has been broken, sounding an alarm if triggered while the system is armed. Sensor uses unobstructed sound (no doors or walls in the way), within 20 feet of the window, to detect intrusion.

What to do if there is a "No Soliciting" or "No Trespassing" sign up on a homeowners porch

Do not step on the property and do not try to sell them the product.

Building a Package

Each package should include customers desired security equipment, automation devices, and cameras. Understand that adding equipment will total the bill.

Early Termination Fee

Fee applicable to those that cancel out of 3-day right of recession period. -If customer has a Premium Kit and wants to cancel, the customer is responsible for the equipment loan. After they pay off their loan, the customer has a month to month contract and can cancel anytime. -If the customer has a Base Kit and wants to cancel, the customer is responsible for the amount of the equipment loan + 50% of the remaining service fee.

What to do when a community has a "No Soliciting" sign

If it's a Public community you can legally sell, if the community is private then it is illegal to sell.

Key Fob

Let's customers arm or disarm the system on the go and sends a panic signal to the panel when needed. It works within 100 feet of the customers home.

Legacy Upgrades

Marked with an orange V on Street Genie. Most often are customers with older equipment, customers who are out of contract, or customers who have been with Vivint for an extended period of time.

Equipment Upgrades

Not immediately visible on the housing bubble in Street Genie. Click on the house and click the green "UP" button. Green UP signifies eligibility for equipment upgrade. Your goal should be to help them add any equipment they may not have or that may be outdated.

Water Sensor

Notifies a customer about water leaks and extreme freezing temperatures (below 41 degrees) in the home, so the customer can act early to prevent damage and save money. Sensors communicate wirelessly. Customers get alerts in real-time so that they can take immediate action. More than one-third of US homeowners have suffered losses with water damage, with an average claim costing $6,965

Select Equipment(Upgrades)

Once you have identified the equipment the customer currently has, navigate to the "Select Equipment" tab. On this page you can add any additional equipment that the customer wants. -Cameras -Smart Home Devices -Additional Security Sensors The payment total at the top will adjust as you add equipment and build the package.

Financing Application

Pass IPad to customer. Customer must enter information. Customer must enter SSN, a credit or debit card, birthdate and annual household income. Customers may not use prepaid card. Information is essential for Fortiva and Citizen's One loan. Whatever credit or debit card is entered by the customer on loan application will be what will be charged for monthly service fee. Ensure that the annual household income is accurate. Information entered on Financial Application: -Date of Birth -Social Security Number -Estimated Gross Household Income -Government Issued ID

Doorbell Camera Pro

Porch and package protection. Has optics, intelligence, and a deterrent to prevent package theft or any other crimes that occur on the front porch. Why Customers love it: -Smart Technology notifies the customer of package deliveries and deters potential thieves using light and sound. -Widest and tallest field of view of any camera on the market allowing customers to see faces of tall visitors and see packages on their doorstep. -Stream live and recorded video from anywhere -Answer your door from anywhere with one-way video and two-way talk -Infrared night vision Features: -You can talk with visitors anytime using the two-way talk feature in your camera -Your camera can alert you to a visitor (welcomed or unwelcomed) anywhere anytime on your porch with a 180° field of view, night vision, and Smart visitor detection. -Smart clips allow you to see activities that have occurred on your porch.

Vivint Saftey

Protects customers from threats from inside the home such as flooding, carbon monoxide leakage and fire

Voice Control

Smart devices such as the Google Home, Google mini, and Amazon echo integrated with Vivint Smart home system Why customers love it: Controls devices like your thermostat, locks and lights with your voice. Arm your system and lock your doors with your voice It CANNOT disarm your system or unlock your doors to protect the security of the house.

CO Detector

Sounds an 85 dB alarm when carbon monoxide is detected within the home. It stays connected to the panel and will alert the customer even when they are away. This piece of equipment is NOT offered on business accounts. As soon as CO is detected, your family will be alerted. Upon a detection, first responders will immediately be sent to the house.

Smoke Detector

Sounds an 85 dB alarm when it detects extreme smoke and extreme temperatures within your home. The law requires one smoke detector per floor of the home, but ideally there is one detector per room within the home. Homeowners have the advantage of 3 minutes to escape the home during a fire emergency. As soon as smoke is detected, you and your family are alerted giving you ample time to put out the fire or evacuate the home.

Smart Start Package (DIY)

Starting Price: $39.99 monthly *Do not receive professional installation of their system* Instead, they will be shipped a prepared kit that will walk them through set up and installation of their system. Customers can add to the package, but cannot change the contents. Includes: -7" Touch Screen Panel (Smart Hub) -Motion Detector -2 Door/Window Sensors -$100 in additional equipment

Smart Home Package

Starting Price: $39.99 monthly Allows customer to add up to 6 cameras, but each camera added raises the monthly bill by $5. Includes: -Smart Hub and App -All Camera and Storage Options -Up to $300 in Sensor equipment -Certain Automation Devices

Smart Start (DIY) + Video Package

Starting Price:$44.99 monthly *do not receive a professional installation* instead will be given a prepared kit with installation instructions Customers and reps can add to the package, but not change the contents. Includes: -7" Touch Screen Panel -Motion Detector -2 Door/Window Sensors -$100 in additional security equipment -1 Ping or Doorbell camera pro

Finding and Correctly marking customers

Street Genie app allows you to mark customer houses as "Not Applicable", "Not Interested", "Not Able to Buy", "Vivint Customers" or "Under Contract from another provider". Using this mechanic, you can help other knockers by disclosing the neighborhood information. Be sure to abide by the Code of Conduct and handle customer information with sensitivity and care.

Upfront

They can pay for their equipment upfront. In this case, the customer will pay the full amount of the equipment, tax, and install fee at the time of purchase. They can purchase as much additional equipment as they want. If a customer pays upfront for their equipment upgrade, their monthly fee will only change if they have added a camera. For each additional camera, there will be an additional $5/month service fee, the same as when you are selling a new account. In the example below, the customer's original monthly payment was $46.47 and they added two cameras. (This example just shows the service charge, we will explore equipment charge later in the lesson.)

Pay in Payments (PIP)

They can pay for their equipment using a Pay in Payments (PIP) plan. The PIP allows customers to split any purchase that is under $1500 equipment into 5 interest free payments. These 5 payments are added to the customer's next 5 monthly bills to Vivint, in addition to their current monthly service fee. The PIP allows customers to finance their equipment without an additional credit check or needing to qualify for an additional line of credit. The financing is done by Vivint, so their additional equipment payment is added to their monthly Vivint charge for the 5 months after they purchase. Once they have fully paid off their equipment upgrade, their monthly charge will drop to their original monthly service fee + $5/month for each additional camera. If the purchase is over $1500 equipment the customer must pay upfront. They do not have the option of financing through a PIP.

Smart Hub

Touchscreen installed in house and wired to security system which allows access to Hub, sensors and cameras Why Customers love it: Gives customer centralized control and full vivint system access. Allows customer access to Two-Way talk which allows system a quicker response. All devices are integrated in this system giving customer more control and visibility into their home. Customers can view live and recorded video of all cameras from this hub giving visibility into what is going on inside and outside home. Chimes and voice alerts announce opened doors and pressed doorbells. Customers use these alerts to determine when their kids enter and leave the house. Additional Perks: Single system hub connects all of your smart home products 7 Inch HD touch display for complete system control and crisp, clear video Speaker and Microphone for Two-way talk with cameras and security monitoring Cellular radio and backup battery keep your system connected and power protected Lock and garage door controls keep your home secure Emergency button for live contact with Smart Home Specialists

Vivint Video Surveillance

Vivint Outdoor Camera Pro: Detects lurkers on your property and deters them automatically Vivint Doorbell Camera: Manages your front door from anywhere Vivint Ping Camera: Helps you get connected with what's happening at home Vivint Smart Drive: Keeps a 30 day record of what's happened around your home. Additional Benefits: Allows you to talk to your kids anywhere Deters suspicious individuals by notifying them that they are being recorded once they step on the property. Deters package thieves by recording them and notifying you of their presence.

Building a Package (Upgrades)

When you come across a house that is eligible for an equipment upgrade, you will see a green "UP" button instead of the normal green "CR" button. Clicking the "UP" button will first bring you to the Current Equipment tab where you will see the customer's existing equipment as well as their current monthly cost.

Panels and Cameras (Upgrades)

When you come across an equipment upgrade in Street Genie, it is important to identify what kind of equipment the customer has before you knock on their door. Primarily, you want to check to see what kind of panel their system is using, because that will effect the kind of cameras that are compatible with their system.

Sky Control Panel (Upgrades)

With the Sky Panel, customers cannot get the newest version of most of our cameras, so it is a good idea to start with a panel upgrade -Doorbell Camera -Outdoor Camera -Ping Camera

If customer isn't comfortable giving SSN?

You can have a text message sent to them and they can type it in there.

Cameras

You will notice that only the cameras that the customer qualifies for with their panel will appear as available equipment. Vivint Smart Hub - latest camera models -Vivint Doorbell Camera Pro -Vivint Outdoor Camera Pro -Vivint Ping Camera Sky Control Panel -Vivint Doorbell Camera -Vivint Outdoor Camera -Vivint Ping Camera In this example we will use a customer who already has a Vivint Smart Hub and is adding 2 cameras, a Doorbell Camera Pro and an Outdoor Camera Pro. Only the cameras available to the customer will be able to be added to the package. Here we can see that the customer can add the Doorbell Camera Pro, Outdoor Camera Pro, or Ping camera, but does not have the option to add the older model cameras.

Smart Drive

stores camera video feeds that the customer can access remotely. With it, you can locally store up to 30 days of continuous video from up to four cameras. Why customers love it: -24/7 video recording on all cameras -Mobile access to footage through app -30 days of continuous video storage -Download videos to share with family, friends and authorities -Event markers Features -30 day continuous video storage -Event markers make finding videos easy -Easily clip and share video either for your family and friends or for authorities. Feature goes beyond security into the realm of leisure and fun.

Outdoor Camera Pro

the only camera that can intelligently identify and automatically deter a true threat. It doesn't just record crime, it helps prevent it. Why customers love it: -Smart deter intelligently identifies and deters true threats. -Gives live and recorded video from anywhere -4k sensor for 1080p streaming and recording -Two-way talk -140° field of view and night vision -Siren extender Features: Smart Sentry detects lurkers and deters them with sound and lights Two-way talk allows you to speak to people anytime, anywhere. HD Video clips are saved so that you can watch any activity that occurred on your front lawn 66% of burglars are deterred by cameras the most as opposed to dogs (30%) and yard signs (27%)