Vivint Pre-test
3 Routines of Griffin Hill - answer Case open, needs audit, and solution presentation
Purpose of solution presentation - answer Propose, persuade, convince, sell
5 plays of case open - answer Rapport, position, benefit, proof, SNE
Define positioning - answer Staking a claim, establishing your role, and telling customer
what you do
Purpose of needs audit - answerEncourage critical thinking, gather information, and
break down emotional walls
Plays of needs audit - answerReframe, status quo, vision, isolate, SNE
Needs audit is a place to resolve customer's issue (T/F) - answerFalse
Plays of solution presentation - answerReframe, transition to great big benefit, proposal,
SLAP (service level and pricing), Call to action/close, SNE
3 subplays of Call to action/close - answerQuestion, summary of benefits, invite (don't
ask)
Summary of benefits should be a repeat of previously discussed benefits (T/F) -
answerTrue
Where would you go to send out an addendum to a customer - answer"Create a
document" button
Where do you find verbal passcode - answerService level
Where in salesforce do you submit a credit? - answerCase Level
Where can you find the customer's next renewal date? - answerService level ->
Contract Details
Where in salesforce do you find create a case button? - answerService level
Where would a NOC be located in salesforce? - answerV-attachments in the service
level, & cancellation request (A & B answer)
Where would the PSA be located in salesforce? - answerService level's v-attachments
3 Routines of Griffin Hill - answer Case open, needs audit, and solution presentation
Purpose of solution presentation - answer Propose, persuade, convince, sell
5 plays of case open - answer Rapport, position, benefit, proof, SNE
Define positioning - answer Staking a claim, establishing your role, and telling customer
what you do
Purpose of needs audit - answerEncourage critical thinking, gather information, and
break down emotional walls
Plays of needs audit - answerReframe, status quo, vision, isolate, SNE
Needs audit is a place to resolve customer's issue (T/F) - answerFalse
Plays of solution presentation - answerReframe, transition to great big benefit, proposal,
SLAP (service level and pricing), Call to action/close, SNE
3 subplays of Call to action/close - answerQuestion, summary of benefits, invite (don't
ask)
Summary of benefits should be a repeat of previously discussed benefits (T/F) -
answerTrue
Where would you go to send out an addendum to a customer - answer"Create a
document" button
Where do you find verbal passcode - answerService level
Where in salesforce do you submit a credit? - answerCase Level
Where can you find the customer's next renewal date? - answerService level ->
Contract Details
Where in salesforce do you find create a case button? - answerService level
Where would a NOC be located in salesforce? - answerV-attachments in the service
level, & cancellation request (A & B answer)
Where would the PSA be located in salesforce? - answerService level's v-attachments
