VIVINT FINAL EXAM ACTUAL QUESTIONS AND ANSWERS
SURE A+
✔✔Customer: I already have an alarm... - ✔✔-I actually do "smart homes" where it
actually ties in with the security products that you have and so I don't need you to
change anything at all, I actually just compliment the stuff that you have already have it
just takes me a couple of minutes to show you want I'm doing.
-Yeah, I noticed you had _____, that's actually why I'm here. You know how you type in
the buttons with that system when you come in and out?...
-My job is simple what you have is working great we want to make it better. Or even
save you money from what you currently have.
-That's great, what company do you use? How long have you had that for? Ok, you
guys probably have a panel where you type in a code when you come in and out (make
motion like you're typing in code on alarm) ...ok what we're doing won't cost you
anything, Vivint is letting us cover all the cost for the new equipment like cameras. I'm
not saying this is something you're doing, but you've probably seen this stuff on TV...
(continue with pitch)
✔✔Customer: Not interested... - ✔✔-That's exactly why I'm here. (And move on with
pitch). Do you remember how.... (talk about old panel on wall or catch up wherever you
were in the pitch before they interrupted.
-No problem I never said you were interested; my job is really simple it's just to explain
what we are offering in the neighborhood to write some information down so you have
something on paper.
-No problem, is your name _______? Do you know why I'm here? (go into pitch...relieve
buying pressure) "I'm definitely not saying you're interested/that you're getting Vivint..."
-No problem, is it just a bad time? (use to set a follow up for another time). I understand,
if I came back, would you at least give me a couple of minutes to write down what we
are offering on paper?
-No problem. Have you ever thought about [having any of this before?] (cameras,
security, automation...whatever makes sense to say to them). Would it be ok just to
write some information down so you have what we are offering on paper?
✔✔Customer: someone with VIVINT already stopped by... - ✔✔-That's exactly why they
sent me back out is just to check on the previous rep... you spoke with _____ (use
name from street genie notes). Did you sit down and see what they were offering? Ok
they wanted to make these really easy this time around....no money out of pocket,
would it be ok to take a moment to write some information down for you?
-That's great, did you sit down with the rep to see what they could offer? (Continue with
pitch)
-Really? That's crazy that you don't have it then. What was holding you back? ...if I
could show you a way to get all this checked off the list with no money out of pocket,
would you at least take a moment for me to write some information down for you?
✔✔Customer: I need to talk to my spouse.... - ✔✔-Ok no problem, do you guys normally
like to talk about this type of thing? Ok does he normally get home in the evening? I
, can't promise an exact time to stop by but I have a few people to follow up with anyway,
I'll swing by later if I see them get home. What type of car should I look for, for your
spouse? Ok great, I'm _____, what was your name again? Great to meet you. If you
could let your spouse know when I come back, I won't take much time and that we are
covering all the upfront cost so there's no money out of pocket that would be great.
Have a great day, See you later.
-Ok no problem, is ok to write down some info that way you guys have something to talk
about?
✔✔Customer: do you have a card?... - ✔✔-I know this may sound funny but I'm like a
walking card. Is it just a bad time? If it weren't for being bad timing, would it be ok to
write down some information so you have something on paper? Ok I have a few people
I still need to follow up with, is it usually better to talk to you during the day or in the
evening? Ok I can't promise an exact time but when I come back, I'll only take a couple
minutes to write down what we're able to offer and there's no money out of pocket.
What was your name again? Ok cool, I'm _____, have a great day!
-No problem. I'd love to write some info down on a card for you like I have with the
neighbors. The reason Vivint doesn't have us giving out handouts is because the no
money out of pocket is a promotion we're able to offer while we're in the neighborhood
and it's much different when you call in or go to BestBuy to purchase everything. Would
it be ok to write some information down for you really quick?
✔✔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
SURE A+
✔✔Customer: I already have an alarm... - ✔✔-I actually do "smart homes" where it
actually ties in with the security products that you have and so I don't need you to
change anything at all, I actually just compliment the stuff that you have already have it
just takes me a couple of minutes to show you want I'm doing.
-Yeah, I noticed you had _____, that's actually why I'm here. You know how you type in
the buttons with that system when you come in and out?...
-My job is simple what you have is working great we want to make it better. Or even
save you money from what you currently have.
-That's great, what company do you use? How long have you had that for? Ok, you
guys probably have a panel where you type in a code when you come in and out (make
motion like you're typing in code on alarm) ...ok what we're doing won't cost you
anything, Vivint is letting us cover all the cost for the new equipment like cameras. I'm
not saying this is something you're doing, but you've probably seen this stuff on TV...
(continue with pitch)
✔✔Customer: Not interested... - ✔✔-That's exactly why I'm here. (And move on with
pitch). Do you remember how.... (talk about old panel on wall or catch up wherever you
were in the pitch before they interrupted.
-No problem I never said you were interested; my job is really simple it's just to explain
what we are offering in the neighborhood to write some information down so you have
something on paper.
-No problem, is your name _______? Do you know why I'm here? (go into pitch...relieve
buying pressure) "I'm definitely not saying you're interested/that you're getting Vivint..."
-No problem, is it just a bad time? (use to set a follow up for another time). I understand,
if I came back, would you at least give me a couple of minutes to write down what we
are offering on paper?
-No problem. Have you ever thought about [having any of this before?] (cameras,
security, automation...whatever makes sense to say to them). Would it be ok just to
write some information down so you have what we are offering on paper?
✔✔Customer: someone with VIVINT already stopped by... - ✔✔-That's exactly why they
sent me back out is just to check on the previous rep... you spoke with _____ (use
name from street genie notes). Did you sit down and see what they were offering? Ok
they wanted to make these really easy this time around....no money out of pocket,
would it be ok to take a moment to write some information down for you?
-That's great, did you sit down with the rep to see what they could offer? (Continue with
pitch)
-Really? That's crazy that you don't have it then. What was holding you back? ...if I
could show you a way to get all this checked off the list with no money out of pocket,
would you at least take a moment for me to write some information down for you?
✔✔Customer: I need to talk to my spouse.... - ✔✔-Ok no problem, do you guys normally
like to talk about this type of thing? Ok does he normally get home in the evening? I
, can't promise an exact time to stop by but I have a few people to follow up with anyway,
I'll swing by later if I see them get home. What type of car should I look for, for your
spouse? Ok great, I'm _____, what was your name again? Great to meet you. If you
could let your spouse know when I come back, I won't take much time and that we are
covering all the upfront cost so there's no money out of pocket that would be great.
Have a great day, See you later.
-Ok no problem, is ok to write down some info that way you guys have something to talk
about?
✔✔Customer: do you have a card?... - ✔✔-I know this may sound funny but I'm like a
walking card. Is it just a bad time? If it weren't for being bad timing, would it be ok to
write down some information so you have something on paper? Ok I have a few people
I still need to follow up with, is it usually better to talk to you during the day or in the
evening? Ok I can't promise an exact time but when I come back, I'll only take a couple
minutes to write down what we're able to offer and there's no money out of pocket.
What was your name again? Ok cool, I'm _____, have a great day!
-No problem. I'd love to write some info down on a card for you like I have with the
neighbors. The reason Vivint doesn't have us giving out handouts is because the no
money out of pocket is a promotion we're able to offer while we're in the neighborhood
and it's much different when you call in or go to BestBuy to purchase everything. Would
it be ok to write some information down for you really quick?
✔✔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
