Sales- Frequently asked questions

Here are some of the most frequent questions asked by the Service department.

1. How does the flow between Sales and Service work?

   1. Here is the best way to think of it.

      1. Sales- Client with no device, no appointment, or need an additional vehicle installed

      2. Onboarding- Clients with no device but have a quote and need assistance rescheduling their appointment or have questions about Installation

      3. Service- Clients that are installed
         

2. What does the promotion "Free first month" cover?

   1. Free first month only covers the line item "Daily Monitoring Fc100" BEFORE taxes. So, this doesn't cover things like Reporting, LPP, etc.
      

3. Are Sales agents supposed to schedule the clients' Installations appointments?

   1. Yes. Sales is required to schedule the clients' Installation appointments. The Sales agent is required to confirm the appointment with the Service center. If it is after hours (meaning the Service center is closed) the Sales agents can schedule the appointment 3-5 days out. But the Sales agent must call the Service center the next day to confirm that appointment.
      

4. Does the Sales team explain IA CNG process to the client?

   1. Yes. The agent is required to explain the process to the client. It may also be explained again at the time of Installation with the Service center.
      

5. When a client receives a promotion will there always be a credit on the account?

   1. No. If your client has an Enrollment code this discount is automatically added into the fee group. You will not see a credit on the account.
      

6. If the client mentions that the labor charge they received as the Service Center is different than what was quoted what happened?

   1. If the client mentions that the quote is different than what they actually paid for the labor check the Enrollment notes. If the client decided to change their vehicle or change locations, this will alter the amount due.
      

7. Why don't we always see the quote for a state fee if it's required in the client's state?

   1. If you don't see this added in the quote that may be because the state fee is added to the labor fee due at Install. Example: $120 Labor+ $12.50 state fee= $144.50 Labor quote.
      

8. What reasons could cause a client to pay something different from what was quoted at Installation?

   1. Changing vehicles example: 2010 vehicle vs. 2020 vehicle has different labor fees.

   2. Changing locations for Installation

   3. Receiving the autopay quote for 14-day billing and changing it to 30-day billing in Client portal.

   4. Receiving a quote for 14 days billing and signing up with the Sales agents. Then deactivation automatic payments right before the Installation.
      

9. Can we apply a promo code to a client's account after they are Installed?

   1. No. We are not able to apply this to the account.
      

I hope that these FAQs are helpful as you all assist clients.