VIVINT COMPREHENSIVE EXAM UPDATED QUESTIONS
AND ANSWERS SURE A+
✔✔Customer: I live in a safe neighborhood... - ✔✔-That's exactly why we're here, most
people like the idea of being safe and we want to keep the neighborhood safe.
Everyone likes the idea of cameras but most people don't see value in basic security,
which is why we are out here doing the smart homes, this is much different and there's
no money out of pocket while we're here. I'm not saying this is a good fit for you, but...
(continue with pitch)
-Most people don't go out and get something like this unless they have had an issue,
which is the unfortunate thing about security. We want to help people be proactive
which is why we are covering all the cost while we're in the neighborhood. A lot of
people would like to have cameras or smart home stuff, but they don't want to go and
spend a lot of money and take the time to do all the work involved. My job is really
simple because we're covering all the up-front costs. Would it be ok just to write some
information down so you have what we are offering on paper at least?
✔✔Customer: I can't afford it... - ✔✔-I completely understand. Other than money, did
everything else make sense? Would you use everything we talked about?" Re-ask
some qualifying questions like how often would you use the system if you did have it,
can you see value in this, etc..... then talk about the 3 day trial period and say "I
normally don't offer this but I really appreciate your time and I know you guys are going
to love the system"...repaint picture of what they would have by going over all the
equipment one more time, then say "if you can work with our schedule I'll pay for the
$99 so you guys can test it out"
- No problem. What part is it the service, the equipment, or install fee?" Reduce the
service by finding out what equipment is most important to the customer and rebuilding
value on what they WOULD be getting by reducing the price. Focus on the value they
will still have, not what they're missing. Then show them a new price by circling all the
equipment they would still have.
✔✔Customer: I want to do research.. - ✔✔You've never heard of Vivint before? That's
crazy, you must fast forward commercials. Other than making sure we are a credible
company, does everything else make sense with what we've gone over? Show brochure
awards, highlight a couple, pull up Utah jazz stadium, show undercover boss, talk about
how we're the largest smart home company in the world, partnered with google and
amazon and have been in Best Buy for a couple years. The reason we're in the area
doing the promotions is because we're very confident in our product/service and want to
make these as easy as possible for people while we are in the area. Instead of you guys
going out and spending a bunch of money later, we will help you be proactive and get
all of this checked off the list while we are here, our technicians will do all the work, and
we will let you do all the research you want while you test the system out. If for any
reason you don't absolutely love everything or you find out you could get a better deal
on something like this somewhere else (which won't happen), we'll come back and
pickup out equipment with no problem. The next thing I need is just some basic
information, how do I spell your last name?
, ✔✔Tip: How to deal with objections - ✔✔When handling objections, do the best you can
to agree, isolate, explain; but always remember to MOVE FORWARD... Timid
salespeople have skinny kids. Be confident and simply assume the sale and people will
move forward with you. Don't wait for confirmation, just move on to the next step and
trust the process
✔✔Tip: Objection cycle at the end of sale - ✔✔1. Agree/Empathize (I understand, no
problem, etc.)
2. Isolate objection ("Other than that, does everything else make sense with what we've
gone over")
3. Handle that objection, Explain with Logic, Rebuild value
4. Move Forward/Assume the Sale (The next thing I need is just some basic
information...go into qualifying/customer credit check)
✔✔Tip: Why amateurs don't get as many sit downs as pros: - ✔✔-Don't use
names/references
-Lack of confidence
-Poor eye contact (either too much or too little)
-Non-verbal's = hesitant and shifty
-80% don't re-loop customer objections/smokescreens
✔✔Q: What are some Examples of credibility for VIVINT? - ✔✔Undercover boss
Utah jazz
HGTV
Snoop dog
New York stock
Bloomberg
Awards etc
✔✔Tip: understanding Objections - ✔✔Realize that objections on the door are 100%
normal and an everyday part of our job. Expect them and look forward to them, but do
not get objections and smoke screens confused. At the door, They are almost always
just smoke screens. Logically people can't actually make a decision on our offer if they
don't see the exact details on paper of what we are able to offer, the exact equipment
and cost. So, at the door, just remember that a customer isn't saying "no," they are only
saying "I don't know enough about what you are able to offer me to make a decision."
Most of the time customers aren't even listening to you on the door. Reloop, re-explain,
and move forward.
The point of the door approach is simply to peak enough interest to transition, then
following the steps on the sale and showing the offer are the only time real objections
come up.
On the door remember to have selective hearing and not to give unnecessary focus to
smoke screens because they are not real. Just move forward with your process. Don't
treat a speed bump like a real barrier.
AND ANSWERS SURE A+
✔✔Customer: I live in a safe neighborhood... - ✔✔-That's exactly why we're here, most
people like the idea of being safe and we want to keep the neighborhood safe.
Everyone likes the idea of cameras but most people don't see value in basic security,
which is why we are out here doing the smart homes, this is much different and there's
no money out of pocket while we're here. I'm not saying this is a good fit for you, but...
(continue with pitch)
-Most people don't go out and get something like this unless they have had an issue,
which is the unfortunate thing about security. We want to help people be proactive
which is why we are covering all the cost while we're in the neighborhood. A lot of
people would like to have cameras or smart home stuff, but they don't want to go and
spend a lot of money and take the time to do all the work involved. My job is really
simple because we're covering all the up-front costs. Would it be ok just to write some
information down so you have what we are offering on paper at least?
✔✔Customer: I can't afford it... - ✔✔-I completely understand. Other than money, did
everything else make sense? Would you use everything we talked about?" Re-ask
some qualifying questions like how often would you use the system if you did have it,
can you see value in this, etc..... then talk about the 3 day trial period and say "I
normally don't offer this but I really appreciate your time and I know you guys are going
to love the system"...repaint picture of what they would have by going over all the
equipment one more time, then say "if you can work with our schedule I'll pay for the
$99 so you guys can test it out"
- No problem. What part is it the service, the equipment, or install fee?" Reduce the
service by finding out what equipment is most important to the customer and rebuilding
value on what they WOULD be getting by reducing the price. Focus on the value they
will still have, not what they're missing. Then show them a new price by circling all the
equipment they would still have.
✔✔Customer: I want to do research.. - ✔✔You've never heard of Vivint before? That's
crazy, you must fast forward commercials. Other than making sure we are a credible
company, does everything else make sense with what we've gone over? Show brochure
awards, highlight a couple, pull up Utah jazz stadium, show undercover boss, talk about
how we're the largest smart home company in the world, partnered with google and
amazon and have been in Best Buy for a couple years. The reason we're in the area
doing the promotions is because we're very confident in our product/service and want to
make these as easy as possible for people while we are in the area. Instead of you guys
going out and spending a bunch of money later, we will help you be proactive and get
all of this checked off the list while we are here, our technicians will do all the work, and
we will let you do all the research you want while you test the system out. If for any
reason you don't absolutely love everything or you find out you could get a better deal
on something like this somewhere else (which won't happen), we'll come back and
pickup out equipment with no problem. The next thing I need is just some basic
information, how do I spell your last name?
, ✔✔Tip: How to deal with objections - ✔✔When handling objections, do the best you can
to agree, isolate, explain; but always remember to MOVE FORWARD... Timid
salespeople have skinny kids. Be confident and simply assume the sale and people will
move forward with you. Don't wait for confirmation, just move on to the next step and
trust the process
✔✔Tip: Objection cycle at the end of sale - ✔✔1. Agree/Empathize (I understand, no
problem, etc.)
2. Isolate objection ("Other than that, does everything else make sense with what we've
gone over")
3. Handle that objection, Explain with Logic, Rebuild value
4. Move Forward/Assume the Sale (The next thing I need is just some basic
information...go into qualifying/customer credit check)
✔✔Tip: Why amateurs don't get as many sit downs as pros: - ✔✔-Don't use
names/references
-Lack of confidence
-Poor eye contact (either too much or too little)
-Non-verbal's = hesitant and shifty
-80% don't re-loop customer objections/smokescreens
✔✔Q: What are some Examples of credibility for VIVINT? - ✔✔Undercover boss
Utah jazz
HGTV
Snoop dog
New York stock
Bloomberg
Awards etc
✔✔Tip: understanding Objections - ✔✔Realize that objections on the door are 100%
normal and an everyday part of our job. Expect them and look forward to them, but do
not get objections and smoke screens confused. At the door, They are almost always
just smoke screens. Logically people can't actually make a decision on our offer if they
don't see the exact details on paper of what we are able to offer, the exact equipment
and cost. So, at the door, just remember that a customer isn't saying "no," they are only
saying "I don't know enough about what you are able to offer me to make a decision."
Most of the time customers aren't even listening to you on the door. Reloop, re-explain,
and move forward.
The point of the door approach is simply to peak enough interest to transition, then
following the steps on the sale and showing the offer are the only time real objections
come up.
On the door remember to have selective hearing and not to give unnecessary focus to
smoke screens because they are not real. Just move forward with your process. Don't
treat a speed bump like a real barrier.
