2016 My Manual

Sales Training Manual
Contents:
Introduction Winning the Right Way

Page 2 Page 42
The Sales Cycle Code of Conduct

Page 4 Page 44
Prospecting
Page 7
Qualifying
Page 13
Presentation
Page 18
Overcoming Objections
Page 26
Closing
Page 32
Referrals
Page 38
801-000018-001 2015 Vivint, Inc. 1

SELLING IS A PROCESS, NOT AN EVENT. ZIG ZIGLAR
Introduction
Selling is a skill, and like any skill, it
takes hard work, study, preparation,
and practice.
2 2014 Vivint, Inc.

INTRODUCTION TO THE VIVINT SALES CYCLE NOTES:
First, welcome to Vivint. Were happy that youve made the important decision to join us in our
push for excellent products and excellent services. The Vivint Sales Program has made our reps
some of the most successful in the industry for years and so it is here that we will provide you
with the support and key training to help you uphold Vivints standard of success.
THE ART OF PERSUASION
The art of selling can be boiled down to one simple concept: persuasion. The most successful
sales reps are the most persuasive sales reps. But persuasion does not mean manipulation. You
have a legal and moral obligation to be candid about Vivint policies and offers, so dont ever
let your desire to close a sale get in the way of your obligation to clarity. Before we give you an
overview of the sales process we will briefly introduce you to the Pillars of Persuasion.
They are:
1. Credibility
2. Emotion
3. Logic
These three elements work within each sale situation in dynamic ways. But the most important
things to remember are that a customer will make buying decisions primarily based on:
1. Whether or not you as a sales rep act, sound and appear to be a credible source with
credible information;
2. How they feel during the entire sales presentation; and
3. Whether or not the purchase sounds like a logical buy and a logical product.
There are many things that can make a sales presentation more credible, emotional or rea-
sonable. The Sales Cycle, which will be introduced below, works as a process that helps you
navigate sales situations in order to successfully close more accounts. As we move through your
training, well pause to point out these moments where the Sales Cycle directly connects to the
Persuasive Pillars.
2015 Vivint, Inc. 3

Prospecting
Closing Qualifying
THE SALES CYCLE
Objections Presentation
THE SALES CYCLE

Selling is a process with principles that, when perfected, will help you naturally advance customers through the buying
process regardless of varying demographics or situations.
The Vivint Sales Cycle has 5 points. Its important to understand what each of these points means before diving in and
learning how they work together and, most importantly, how to apply them on the ground with customers.
PROSPECTING
Perhaps upon first hearing this word, images of pickaxes and the Gold Rush came to mind? The truth is, you wouldnt
be far off. In geological terms, prospecting is the organized exploration for valuable ore and mineral depositsthings
like gold, silver and copper. These organized explorations were conducted by individual prospectors who combed the
wilderness looking for the specific clues that indicated these veins of wealth.
In business, prospecting is the search for potential customers. As a Sales Rep, you are much like those gold prospec-
tors. Each door represents a potential customer and therefore each door represents a potential gold mine. Our industry
is unique because our prospects are relatively endlessthere are always more doors to knock and more customers
to meet. Prospecting is a skill that can help you turn prospects into quality customers by the way you look, think, and
manage your area.
4 2014 Vivint, Inc.

Like any skill, becoming better at prospecting can help you find more qualified customers and create the momentum you need to have
success. Remember, prospecting is a constant system of action and observationthe gold is there, we just have to know what to look
for and how to dig it up once weve found it, which moves us into the next point in the cycle.
QUALIFYING
Just like prospecting, qualifying is a skill that tells you which direction to take the sale. In other words qualifying is the process that
creates direction and momentum within a sale allowing us to seek out and understand customers that are most likely to buy. Taking the
gold mine metaphor one step further, qualifying tells us whether or not that shiny thing we see in the rock is gold or just a play of light. If
it is gold, qualifying then helps us figure out how to go about extracting the goldor how to move forward with the sale.
Sales guru Tom Hopkins, has this to say about Qualifying: In selling, qualifying your prospects means finding out who they are, what
they have, and what they need.
Customers are more likely to buy your product if you can paint a picture of how your product satisfies whats important to them as indi-
viduals. The practical application of qualifying is the process that helps us discover who our customers are in order to make our presen-
tations more persuasive to specific individuals.
PRESENTATION
The presentation is the most adaptive of the steps in the sales cyclemeaning it will probably change most from sale to salebecause
it relies on you properly qualifying your potential customers. The presentation is also where you will spend most of your time digging in
to make the sale as you introduce a potential customer, to yourself, to Vivint and to the products, services and packages Vivint offers.
Your presentation should strive to be simple and clear and must cater to the particular audience you are presenting to. You will not be
effective if you are not aware of your customers situation and concerns.
With Vivint there are essentially two areas in the sale where you will employ presenting strategies:

1. On the door, through what we call the Door Approach
2. In the house. But you wont get into the house without a successful presentation at the door.

Your presentation, at both the door and in the home, should motivate customers to progress towards a buying decisionit should be
persuasive. The best sales reps are the most likeable to the largest percentage of people, but you dont have to be a smooth talker to be
a good sales rep. Recall, there are multiple factors that work to motivate someone to buy, including things like emotional state and your
credibility as a sales rep.
OVERCOMING OBJECTIONS
Learning to overcome objections is a vital part of the sales process. When done properly, this skill can progress the sale and solidify your
customers as you reveal to them your knowledge and credibility about Vivint services and the entire process of purchasinga service for
a home automation system.
An objection is not a definitive no. Instead, an objection is actually an opportunity to problem solve and persuade.
The best sales reps are problem solvers and they see objections as windows into the minds of their customers. The questions and
reservations they might have can lead you into presenting important selling points. In fact, many sales reps will see a customers first
legitimate objection as the moment the sale actually begins because objections reveal that customers are listening and moving with you
through the sales process. Learning to transform objections into selling points is arguably the most difficult but most critical skill you
will learn within sales. You will not close the sale if you have not resolved the customers objections.
2015 Vivint, Inc. 5

NOTES:
CLOSING
If you have done all the other steps in the Sales Cycle successfully closing should be
relatively stress-free. Vivint has a specific and effective philosophy when it comes to
closing sales. This philosophy proposes that closing actually happens at little points
throughout the sale as a sales rep alleviates buying pressure.
Buying pressure is the emotional discomfort that comes with having to make a
decision. This feeling is a common occurrence and happens multiple times a day to
varying degrees: when we have to decide between the salad or soup at dinner, when
we have to decide whether to wear the blue or black jeans for our date, when we have
to choose which insurance policy we need for our new car. Recall that one of the key
elements that determines whether a customer is persuaded to buy or not is how they
feel about it. If a sales rep ignores his customers level of buying pressure, is he going
to be successful? Probably not. This is why our number one goal in closing is to relieve
our customers of that emotional buying pressure through fluid transitions within the
sales presentation and by constantly striving for simplicity. Closing a sale shouldnt
feel straining or risky, it should feel simple and safe.
Again, remember that the Sales Cycle is just that, a cycle. It should refresh every time
you knock on a new door. Youll have multiple opportunities throughout the summer
to practice and better your skills. As we continue in your training try to recall these
basic definitions and principles associated with each point in the Sales Cycletheyll
help you move forward more successfully. Welcome to Vivint!
6 2014 Vivint, Inc.

HARD WORK ALONE WILL ACCOMPLISH REMARKABLE RESULTS. BUT HARD WORK WITH A METHOD
AND SYSTEM WILL PERFORM SEEMING MIRACLES. NO ONE CAN PROFIT MORE BY A REALIZATION OF
THESE TRUTHS THAN THE PERSON WHO SELLS FOR A LIVING. W. C. HOLMAN
Prospecting
Recall from the introduction that one of manage your area. Success in these cat-
the key elements that effects persuasive- egories requires preparation and planning
ness is our credibility. Prospecting is a on the part of each individual sales rep.
skill that will help you turn prospects Thus, weve broken up successful pros-
into quality customers by increasing and pecting strategies into the Ps of Prospect-
solidifying your credibility as a sales rep ing: Preparation and Planning.
through the way you look, think, and
2015 Vivint, Inc. 7

PREPARATION
Every job, every task, every assignment you have ever had the opportunity to complete has NOTES:
required that you adequately prepare to accomplish the task. No athlete wins gold at the
Olympics without months of careful training and visualization. No product is successfully sold
without attention to manufacturing before advertising and marketing. No sales rep reaches
his full productivity and sales goals without preparing himself before he goes out into his
area.
LOOK GOOD
Its likely that at some point you have heard the catch phrase, look good, feel good, play
good. This philosophy has been employed by a wide spectrum of organizations and lead-
ers from NFL coaches and teams to restaurant managers and airlines. Vivint also believes in
this philosophy. When people feel good about the way they look their confidence increases.
When our confidence is high we perform better.
Looking good and, more importantly, feeling good requires individual preparation and sac-
rifice. Your appearance must resonate positively with everyone, including the 24 year-old
construction worker, the 54 year-old schoolteacher, and the 70 year-old retired military gen-
eral. As a direct-to-home sales rep it is critical that people see you as trustworthy, particularly
because you approach the customer and not the other way around. Your perceived level of
credibility will affect your success on the doors. While this training and your other training
in the specific areas of product education work to make you an informed and knowledge-
able sales rep, your credibility does not solely depend on what information you can logically
regurgitate about smart home systems and products. Your customers will make primary judg-
ments about your credibility based on what they first observe, thus it is critical that you are
aware of the message your personal appearance relays.
For example, if you were in the market for a personal trainer you would be much more likely
to take gym advice from someone dressed in sweats and Nikes than you would from a skinny
guy in a cowboy hat and blue jeans. What we wear affects our credibility. In other words
your appearance needs to match the message you are sharing. This is the concept that drives
lawyers to wear suits, chefs to wear white aprons and construction workers to wear hard hats
and boots these uniforms speak specific things about these professions.
Your Vivint Smart Home Pros uniform should prepare your state of mind through preparing
the way you look. Looking like an authorized Vivint representative will increase the confi-
dence of your customers and will make you more persuasive as an expert on smart homes
and security. You do not want your appearance to distract from the message you are sharing.
Make sure you shave, wear your uniform including your badge and binder, keep your hair
appropriate and professional, and maintain good hygiene: these details portray a confidence
and care that your potential customers will respect and respond positively to.
8 2014 Vivint, Inc.

FEEL GOOD
Your mental state is just as important to successful prospecting as is your physical ap-
NOTES:
pearance. The best way to prepare for your day is through developing a healthy balance
of activities.
Think of the last time you got too little sleepperhaps this happened because you were
pushing to meet a deadline for school or work, or maybe you cut loose on a Tuesday
night and stayed up late binging on newly released episodes of The Bachelor. How did
you feel the next day? How was your performance at work or at school affected? Could
your next morning after TV hangover have been prevented with a little more organiza-
tion?
The point is: feeling good takes preparation. It doesnt happen by cosmic accident. Cre-
ate a schedule and routine for yourself. Sleep eight hours, eat well, and find some time in
every day to do the things you enjoy that make you feel refreshed and energized. People
can inherently intuit if youre not feeling 100% and this will distract from your message.
We here at Vivint want you to feel confident and excited about every day of work. Seek
balance through preparation.
While youre out on the job be prepared for things that could affect a change in your
attitude: carry snacks, have water, check the weather reports. Attack the day head on
knowing you have done all you can to get your ducks in a row. This means you should be
aware of the details. Make sure you have a pen, that youve charged the batteries on your
iPad, that you have all of the sales materials you would need to complete a sale. Everyone
will be watching you this summer. Neighbors will see you from their cars, home windows
and even while they mow their lawns. Make sure you always look like you want to be
there. Keep your head up, smile, be polite, and walk with confidence. That way youll be
more approachable and people will be much more willing, often even curious, to talk to
you.
Remember, personalized sales presentations sell more systems than generic presenta-
tions do. While much of the information that you will use to make your presentations
cater to specific customers will be gathered while you are at a particular door or home,
there are still critical pieces of data that you should be aware of before you begin selling.
Take the time to familiarize yourself with the demographics of the area you have been
assigned: know the zip code, area code, neighborhood name and county. Know key char-
acteristics: are the houses lower end or higher end, what kind of families live there, what
kind of incomes do your potential customers have, is there a particular company that lots
of people work for in this area, is it a tech savvy community, are the homes pre-wired for
security systems, have there been any recent crimes in the area? An awareness of these
details will enable you to better create personalized presentations of Vivint products and
packages for your customers. Do your homework.
2015 Vivint, Inc. 9

PLANNING
Great prospectors dont just start off going door-to-door-to-door. Again, prospecting is
NOTES:
the search for the best potential customers. Looking and feeling like you belong in your
area and in this job is achieved by creating and following a system that will allow you to
determine the customers that are most likely to purchase every time. This will increase
your odds of selling to more people. Listed below are important things to lookout for
while prospecting.
1. THE MOST LIKELY CUSTOMER

Always look for people of statuspeople that others know and respect
and that have influence in their neighborhood. These influential people can
be anyone: from police officers or fire fighters, to HOA presidents, elderly
people who have been in the neighborhood for many years, or people who
are already Vivint customers. Essentially, you want to always be looking for
the person whos influence will help others to feel comfortable in taking part
of Vivints offers. People are more willing to buy once they are aware that
someone they respect has made the same purchase. This is why companies
seek celebrity endorsementsif an NBA player is promoting a certain shoe
or brand were more likely to buy that shoe because we trust his or her judg-
ment of that product and we like the way being associated with that brand
and player makes us feel. If your next-door neighbor of seventeen years
decides to purchase a Smart Home system, youre more likely to consider a
Smart Home as something that might be helpful to your own convenience
and safety because you value that neighbors judgment.
2. SIGNS OF LIFE
Think back to your trick-or-treating days as a kid. There were specific strate-
gies you used in order maximize your candy profit and minimize the time you
spent out in the cold in your ninja suit. If lights werent on in a house, you
didnt waste your time knocking on that door; if you knew the dentist on your
street handed out toothbrushes instead of chocolate, you didnt bother even
walking up his driveway. The same rules apply here. Look for indications that
people are home: cars in the driveway, lights on in the house, open garages
and windows, and people outside. Wasted time going to empty houses is
both draining and ineffective.
MAKING GOOD CONTACTS

Once you have developed a planwhether that be to first find influential people, find
existing customers, or something else make sure you make each contact count. Its to
your advantage to get in touch with existing customers in an areatheir influence can
help you solidify sales and they can offer referrals and advice that will help you determine
a plan of action for your area.
If there are no existing customers in your area, the best way to begin working is to make
a friend out of the first good contact you find. Tell him or her what youre doing and be
agreeable and pleasant. If these first contacts are interested and show buying signs, sell
them. If not, its okay. Ask questions about common concerns or trends, and get the name
of someone in the neighborhood who could benefit from what Vivint has to offer. Always
end by asking for this persons name. This person may not buy from you, but they will tell
friends and neighbors about the pleasant experience they had with you.
10 2014 Vivint, Inc.

THE ABILITY TO DISCIPLINE YOURSELF TO DELAY GRATIFICATION IN THE
SHORT-TERM IN ORDER TO ENJOY GREATER REWARDS IN THE LONG-TERM
IS THE INDISPENSABLE PREREQUISITE FOR SUCCESS. BRIAN TRACY
NOTES:
ACTIVITY: NEIGHBORHOOD KNOWLEDGE
Lets pretend that youve been assigned to sell in the neighborhood you grew up
inin fact, youll be selling on the same street that you lived on. What information
is going to be helpful to you as a sales rep to know about this area? What are the
people like? Whats the average income? What year were the houses built? Are there
any influential people on your street that would help you sell more systems? Write a
basic profile of your neighborhood. Your goal this summer is to become as familiar
with your areas as you are with your hometown neighborhood.
2015 Vivint, Inc. 11

AREA MANAGEMENT
NOTES:
An integral part of planning for success is learning how to efficiently manage your
area. There are three basic rules for efficient area management:
1. Stay put
2. Get referrals
3. Keep track of your area
STAY PUT
There will be days, perhaps multiple days, where you will feel that your area is a dud.
But the secret to selling a lot of accounts is to stay put and stick with it. Soon enough,
your persistence will pay off and you will find that you have become an expert at sell-
ing Vivint products to the specific demographic of your area: you will understand who
they are, what they want and what specific features of the product and service can
make sales more personalized. Reps that stay in one area and on one street sell more
because they capitalize on the credibility of the referrals, anecdotes, and examples
they have collected as theyve stayed in their area.
GET REFERRALS
Knocking on strangers doors is call cold contacting. This technique puts a rep in
touch with a large amount of people, but not always the most qualified people. Cold
contacting is the foundation of our prospecting, but whenever possible, seek warm
contacts.
Warm contacts are referrals we know a little bit more aboutweve gathered a few
key points of information about them that allow us to make our initial approach more
personalized. You are more likely to sell to warm contacts and to referrals so its
important that you write down their names and visit these people first, that way your
days are spent talking to customers that have a higher likelihood of purchasing.
KEEP TRACK OF YOUR AREA

Stay organized and use Vivints Street Genie App to maximize your time and organize
your information. This tool will inform you on how well you are doing with your area
management and how much longer your area will last. Use it to track where youve
been and where you are going. The more names and notes you have, the longer youll
stay in an area, and the more success youll have.
Take seriously the concepts presented here, they will make or break your summer and
your sales experience.

IN SELLING, QUALIFYING YOUR PROSPECTS MEANS FINDING OUT WHO THEY
ARE, WHAT THEY DO, WHAT THEY HAVE, AND WHAT THEY NEED. TOM HOPKINS
Qualifying
Different people buy products for differ- whats important to them. The qualifying
ent reasons. Customers are more likely process tells you which direction to take
to buy your product if you can paint a the sale. Youll close more sales if you
picture of how your product satisfies learn how to qualify your customers.

NOTES:
In order to be considered qualified to purchase a Vivint System, a customer must meet

the following standards:
1. Homeownership: If a customer is not a homeowner they

dont qualify for the offer.
2. Passing Credit Score: A customer with a fail credit
score does not qualify for the offer.
3. No Existing Contracts: If a customer is currently in their
initial term of contract with another company they cannot
take part in the offer.
4. Not A Current Vivint Customer: A customer who was
sold a system by Vivint previously cannot enter into a new
contract with you.
You cannot sell to someone who does not meet all of these qualifications.
But qualifying a customer goes beyond verifying their eligibility to purchase a Vivint
system. Qualifying also determines the direction of a salethe specific route taken
through the Sales Cycle in hopes of being most persuasive within each sale. Remember,
you are trying to persuade the customer to purchase Vivint services and must therefore
learn to recognize the ways in which each situation is different in order to make the best
use of your time and resources. Are you talking to the decision maker? Is your customer
rushed, happy, or upset about something that happened before you knocked on their
door? These are things to consider.
The goal when qualifying is to discover what is important to a customer because quali-
fied customers are more likely to buy. Dont waste time talking about something that
your customers may not care about. Instead, find out whats important to them, cater to
the situation, and focus on the part of the product that meets their particular needs or
wants. This is why the first component of the qualifying process is Observe.
OBSERVE
It should be apparent that getting to know your audiencethe people and potential
customers in your assigned area is an integral component that affects your ability to
effectively sell Vivint services. Think of yourself as a detective who is constantly on the
lookout for clues that will convey to you who is behind a door. People are more likely to
buy a product when they have an understanding of how it can benefit them as living,
breathing individuals. Looking for these clues allows you to reveal to a customer just
how Vivint can make their lives more satisfying. Thus, there exist three categories that
sales reps should familiarize themselves with through constant observation.

QUESTIONS ARE TO SALES AS BREATH IS TO LIFE. IF YOU FAIL TO ASK THEM,
YOU WILL DIE. IF YOU ASK THEM INCORRECTLY, YOUR DEATH WONT BE IM-
MEDIATE, BUT ITS INEVITABLE. IF YOU ASK THEM CORRECTLY, THE ANSWER IS
. . . A SALE. NOTES:
1. DEMOGRAPHICS:
If you have carefully prospected you should already have an awareness of the demo-
graphic foundations of your area. Many of these have already been mentioned within
the realm of prospecting, but as a refresher be aware of trends; do most people
already have alarm systems, are the houses built with energy efficient windows, are
they green conscious, what age bracket do most of the homeowners fall in?
2. COMMON CONCERNS:
As you begin having conversations with contacts in your area you will begin to notice
common concerns. Some examples include worries over a specific part of the neigh-
borhood, is there a school nearby where theres a lot of traffic, have there been any
recent break ins or crimes, do a lot of the contacts in your area travel for work. Com-
mon concerns can also manifest themselves as soft objections and will be similar to
things like, we have a friendly neighborhood, our neighbors watch out for us, the area
is known for its safety and family friendliness. The common concerns you observe in
an area should allow you to make small assumptions about what is important to your
prospects.
3. SMALL SPECIFICS:
On a more individual scale and as you physically begin to work in your area you will
need to cultivate a habit of quickly looking for the individual clues that will convey to
you who is behind a door. Are there toys and bikes in the yard, are there multiple cars
parked in the garage, are there bumper stickers on the cars, are there golf clubs in the
garage, is the woman at the door wearing a wedding ring, are there numerous pieces
of updated technology throughout the home, etc. These are all observations that can
be incredibly useful in helping you to quickly construct effective presentations.
Constantly observing and being aware of these types of clues will help you understand
the specific sales situation you are in and will allow you to construct your Strategy.
Your strategy is designed to help you solve problems for customers. For example, you
could be trying to solve a busy, working mothers desire to keep an eye her children, or
you could be trying to help a retired businessman protect his valuable restored cars.
Your strategy will change in subtle ways depending on who your customer is, but the
basic notion is the same: what problem can Vivint services solve for this customer?
Again, having a working knowledge of who your customers are is going to determine
what that problem is.
As valuable as observation is to the Sales Cycle in coming to an understanding of your

customers, it can only take you so far. This is why the second component of the quali-
fying process is Ask.

NOTES:
ASK (Qualifying Questions)

Your customers will automatically tell you whats important to them and what direction
to take the sale if you ask the right questions. Letting your customers speak and influ-
ence the conversation will help them paint a mental picture of themselves benefitting
from your offer. Plus, theyll feel betterwhich relieves buying pressure--when they
know you care about what they have to say. Asking the right kinds of qualifying ques-
tions is a skill. Not all questions are created equal, as such, there are three criteria that
good qualifying questions meet:
1. Apply to the specific customer
2. Require an answer, preferably something other than a yes or no
3. Reveal direction
Qualifying questions dont always have to directly relate to Smart Home or security.
Questions like How long have you lived here? or How old is the current thermostat in
your home? can give great directional insight.
ACTIVITY:
Were going to go over a number of qualifying questions. Your task will be to decide
whether or not each question fulfills the three criteria and depending on the cus-
tomers answer what angle the rep should take.
EXAMPLE: REP: What line of work are you in?

CUSTOMER: Im a commercial airline pilot.
a. Applies to the specific customer Y N
b. requires an answer Y N
c. reveals direction Y N
a. Strategy: This is a great qualifying question. It helps us as sales
reps deduce some clues about this customer. Hes probably gone for quite a while,
leaving his wife and kids at home. He also probably gets some excellent vacation
perks meaning the house could be left empty for a couple weeks during the year. So
an appropriate strategy for this Rep would be to focus on products that will allow
this customer to keep in touch with and keep an eye on his family while hes gone.
1. REP: Do you think smart technology is convenient?

CUSTOMER: Yeah, I guess so.
a. Applies to the specific customer Yes or No
b. Requires an answer Yes or No
c. Reveals direction Yes or No
a. Strategy:
2. REP: Of the features and products Ive described so far, which ones sound most
interesting to you?
CUSTOMER: I really liked that voice command thing you were talking about it
sounds space agey. I also just like the whole doorbell camera thingthats really
cool.
a. Applies to the specific customer Yes or No
b. Requires an answer Yes or No
c. Reveals direction Yes or No
a. Strategy:
Your qualifying questions will change depending on how progressed the sale is. In other
words, you will ask different questions on the doorstep as youre introducing yourself
than you would inside a customers home. Questions asked on the doorstep should be NOTES:
designed to hold the customers attention and get them thinking. Most people arent go-
ing to feel immediately comfortable with you at first, thus, it is expected that you will use
a few yes or no questions to make your door approach more personal. The following
questions build momentum as well:
Did [reference] tell you I was going to stop by?

Youve probably seen us in and out of the neighborhood the last couple of days?
Have you seen me working with your neighbors recently?
How long have you lived here?
Have you heard the term home automation or smart home being used more?
Are you the homeowner?
Have you been in this area for a while?
Have you looked into home security before?
Inside the home, customers should be more comfortable with you, and it is here that
your questions will become more involved and specific. Be polite and conversational and
look for hot buttons, or big reasons a customer might value Smart Home and security.
The purpose of qualifying questions is to dig a little bit deeper and start to build your re-
lationship with the customer as well as better their experience with you. If you are asking
the customer questions and keeping them involved in the presentation, their minds are
less likely to wander off allowing you to move the sale from one point to the next. The
following is a beginners list of possible questions to ask in the customers home.
Which area of the house concerns you most?
Does your back door swing or slide open?
What line of work are you in?
What concerns do you have about leaving the house alone, or going out of town?
What kind of phones do you use?
Are you the kind of person like me that uses your smart phone for everything?
Have you replaced the thermostat in your house yet?
Who usually locks up at night or when you leave the house?
Are you more concerned with security or convenience?
If there is ever a stretch of time where your customer has stopped talking, take this as
a sign that they are probably waiting for the next opportunity to get rid of you. To avoid
this, use questions to help you get through rough patches by making your presentations
as conversational and engaging as possible.

EACH PRESENTATION, IN ORDER TO BE EFFECTIVE, MUST BE TAILOR-
MADE FOR THAT PARTICULAR AUDIENCE. MIKE FRUCIANO
Presentation
As was mentioned in the introduction to will focus on creating a successful door
the manual, there are two parts to every approach and discuss some of the motivat-
sales presentation: The Door Approach ing factors behind a customers willingness
and the In-Home Presentation. This section to buy.

MOTIVATING FACTORS NOTES:
EMOTION vs. LOGIC

Recall the three Pillars of Persuasion credibility, emotion, and logic that work
together to make a rep persuasive. While every good sales presentation is careful to
include a healthy balance of all three of these elements, it is important to remem-
ber that most buying decisions are made emotionally. In other words, if a customer
is not emotionally and logically invested they will not buy a product. Specific to
Vivints sales in the smart home industry, people are naturally emotional when it
comes to their homes, families, friends and personal safety. Effectively appealing to
these emotional triggers means you wont have to convince your customers, they
will convince themselves.
Leverage the concept of emotional triggers within your sales. While statistics pro-
vide critical evidence they have the tendency to sound cold and impersonal and cold
impersonality is not usually motivating for customers. On the other hand, if youre
presentation is too emotionally saturated customers will sense the overt emotional
plays and resist the sales presentation. Seek for a healthy mixture of logic and emo-
tion.
Be aware of the emotional state of your customers. They may want to buy, but may
feel anxious about rushing into a decision, or nervous about buying from a stranger,
or confused by certain aspects of the offer. This conflict of emotion can create buy-
ing pressure, the discomfort that comes with having to make a decision. If you are
always aware of your customers emotional state, you will be able to ease pressure
and guide them through the sale comfortably and effectively.
ACTIVITY: How are logic and emotion at play in the scenarios below? Exam-
ine the examples below; which statements would you respond warmly to if
you were a customers.

REP ONE: Evidence shows that one break-in can cost more in damages to the
home, homeowners insurance deductible, and premium increases than what
families would spend on ten years of monitoring.
REP TWO: This offer has given a lot of your neighbors a little more peace of
mind knowing that theyll never have to experience that feeling of walking
into a home that an intruder has turned upside down.
REP THREE: Its never a bad idea to cover all your bases and protect your
family and property. The Gordons down the street said that the monthly ser-
vice fee is a small price to pay if it can help them feel safe and protected and
maybe even save them a few dollars on other expenses.

NOTES: FEAR OF LOSS vs. DESIRE FOR GAIN:
A persons desire to keep what they have is stronger than the desire to get what they
want. In other words, people are more afraid of being manipulated by a salesman than
they are excited to get a new top of the line product. Its hard to part with the money you
have, even if its in pursuit of a desirable service or product. In order to help customers
move beyond their fear of loss sale presentations should emphasize individual aspects of
the product that a customer stands to gain and always be sure that you are and appear to
be a credible and trustworthy representative. If a customer can be shown that their risk in
purchasing is relatively low, theyre more likely to make the purchase.
Take a look at the example below. The highlighted portion relies on addressing the fear of
loss to make its point.
Smart home technology is one of those things that everyone will probably have in
their home in the near future. The great thing about Vivint and our packages is that
you really cant lose since we take care of the upfront costs for the equipment
and installation. So something that could cost you over $1000 you now get for
free, just by signing up. Yes, youll have to take care of the monthly service fee,
but youll have a house fully protected by sensors, locks and detectors that are top
of the line. The Cardons around the corner got it because worst case scenario,
you have a top of the line system in your house that will allow you to easily and
Both highlighted sentences work to assure the customer that what is gained in decid-
ing to purchase a Vivint system far outweighs the minimal fee necessary for the monthly
service rendered.
FEATURES vs. BENEFITS:

People are generally more interested in how a product will work for them than they are in
how the product works mechanically. Features are facts about products and benefits are
what features will do for a customera microwave can cook dinner in three minutes but
the benefit of having a microwave is that it gives you more free time to do other things.
Your job is to demonstrate benefits instead of endlessly describing features.
ACTIVITY: FEATURES and BENEFITS

What are the features and possible benefits of the following products?

Product Features Benefits
Firefighter
Door Lock
Element Thermostat

COMMUNICATION
META-VERBAL COMMUNICATION: NOTES:

What you say isnt nearly as important as how you say it. Much of communication exists
beyond the words spoken into the attitude, behavior and tone with which things are said.
When you say something like, Im sure youll like this system, its easy to use and easy to
understand, back it up with the tone of voice and gestures that match that sentiment. Your
customers should know you believe in your product and the best way to communicate that
is not by regurgitating facts about product features but by displaying confident meta-com-
municative signs. A few tactics for confident meta-verbal communication are mirroring,
clarity and simplicity.
Mirroring a customer means reflecting their attitudes, concerns, and beliefs. Talk how they
talk, stand like they stand, and use the same tone and pace they use. When used in modera-
tion, mirroring creates common ground that helps customers connect with you while also
differentiating you from other sales people. When used in moderation mirroring makes it
easy for your customer to listen and agree with you.
Clarity and simplicity are some of the best tools in your sales rep tool kit. Its extremely mo-
tivating when customers know exactly what is expected of them and what they can expect
from you and Vivint products. If a presentation is difficult to follow or feels patched together
a customer will usually indicate that they are not interested. In this situation, it doesnt actu-
ally mean that a customer isnt interested in creating an added measure of convenience and
security to their lives but rather that they can sense a lack of confidence that makes them
unwilling to deal with you as the stranger on their doorstep. Your presentation should be so
clear that its practically impossible to misunderstand what it is you do and what Vivint of-
fers. However, you dont want to over-explain and find yourself in the middle of a long-wind-
ed, technically saturated presentationthis will only make your customers apprehensive.
Confidence can be your biggest strength if its backed by a clear and simple presentation.
Customers will feed off your confidence as they develop their own: believe in your product,
use real examples and be enthusiastic about the fact that you are offering excellent services
at excellent rates.
THE PITCH: Door Approach

The door approach is the first point of communication between you and the customer, and every
contact should be treated as if it was your next sale. To do this effectively, the door approach
should be focused on accomplishing three things:
1. BREAKING PREOCCUPATION
When a potential customer answers the door recognize that youre not just a strangeryoure
a salesperson interrupting their day. Previous experience has taught them that the sales
situation is an unenjoyably high-pressure experience. Thus, the first objective of the door
approach is not to explain Vivint products and packages, but is to shatter the customers
preconceived notions about you in hopes of making them more willing to listen. To break
preoccupation, always be polite and respectful, dont hit customers right off the bat with a
loud and surprising sales pitchy phrase: introduce yourself, be personable and use your name
and ask questions.

NOTES: 2. BEGIN QUALIFYING
Before knocking on any prospects door you should have employed some qualifying tech-
niques, whether thats using Genie or using referrals and the clues you see about the house
to help you determine who the person is behind the door. Combine these observations youve
made with qualifying questions in order to learn more about your customers particular situa-
tion. Asking qualifying questions will give focus to the angle you should take during your door
approach.
3. GETTING IN THE HOUSE

A successful door approach should make your customers comfortable enough to let you ex-
plain the offer in their home. Presenting in a home is more personal and makes it easier to be
persuasive and find a customers hot buttons or points of interest.
THE DOOR APPROACH

On initial contact, a customers level of engagement is probably at no more than 15%. At this
point launching into a detailed explanation about home automation and security is only going
to confuse your customer causing them to become impatient. Keep the information you give
on the door simple and easy to process. When a customer answers the door, their mind natu-
rally follows a certain train of thought. Specifically, they will wonder who you are, why youre
there and what any of that has to do with them. The elements within the door approach are
designed to answer all of these questions before the customer even voices them thus engag-
ing the customer by staying one step ahead of them.
The formula for a successful door approach is as follows:
1. WHO YOU ARE

Be brief. Tell them your name and identify that you are working for SmartHomePros.
Hi there, Im James, Im with SmartHomen Pros an authorized dealer of
Vivint.
2. WHAT YOU ARE DOING

You must explain to the customer what you are doing, but make sure that you keep it
brief. The customers attention span is short so you need to explain what you are offer-
ing and then move on to the next point to maintain the customers attention.
Were the ones who have been setting up your neighbors with our smart
home and alarm systems. Have you heard of us or seen us around?
3. WHATS IN IT FOR THEM

Explain the offer by telling the customer whats in it for theman alarm or home auto-
mation system at no up-front cost for equipment and installation if they qualify. Follow
up by explaining that all the customer has to do is enter into an agreement to have the
system monitored by taking care of the monthly service fee and activation charge. The
customer should have a clear but basic sense what it is both they and Vivint get out of
the offer.
How it works is for homeowners who qualify, well give you our newest system
for your house with no up-front cost for equipment and installation. You agree to
enter an agreement to take care of the monthly service fee along with a one-
time activation charge. Weve found that a lot of your neighbors in the area are
particularly interested in our smart home systems.
NOTES:
4. PULLBACK AND TRANSITION
You dont want the offer to sound too good to be true, in order to avoid this pull back
and explain the conditions. Often the customer will reach for the offer if you pull back.
Pulling back creates a natural transition so prepare a question to use right after you pull
back. Transitions should be seamless and natural. This will require you to be aware of
the flow of the conversation in order to spot the moments where your customer is ready
to move forward with the sale.
Obviously this isnt something we can do for everyone because you do have to
qualify for the offer. We also want to make sure that we can cover your house
the right way. How many exterior doors does the house have?
A strong door approach is one that builds curiosity and encourages customer partici-
pation. Qualifying questions are the best way to make your door approach flow and
accomplish your three objectives. A qualifying question included in each part of the
formula will help you inform your customers and maintain their interest. When someone
is asked a question, they cant help but think about the answer, and thats exactly what
you want from a customer: participation. Essentially, the door approach is an exercise in
give and take: you give a little information and ask a question that will allow you to cre-
ate an emotional presentation and advance the sale.
ACTIVITY : In the space provided, write out your own door approach flow.
Remember, this is a model to help your pitch be effective. You should adapt your
door approach to different situations. Feel free to ask more than one qualify-
ing question, but follow the general steps of the model and youll guide more
contacts through the sales process. Make sure your questions build curiosity and
create participation.

PRESENTING IN THE HOME
NOTES: As mentioned presentation techniques are divided into two main categories: on the door and
in the home. Presenting for customers in their homes involves more than showing them how
equipment works: Everything you do in the customers home should help them feel comfort-
able with you, comfortable with the idea of benefitting from a home automation system and
comfortable with doing it now.
People buy from the people they like. For example, you are much more likely to buy shoes
from a store that has pleasurable sales people and an inviting atmosphere than from a store
thats notorious for its unfriendly and unhelpful employees. Be personable; share informa-
tion about yourself and about the other homes youve set up and ask questionsnot every
question you ask in the course of a sale has to be about equipment and systems. Sometimes
customers become truly at ease in the course of organic conversation about last nights game
or the interesting sculpture on their mantel. If customers are participating in the conversa-
tion by answering questions and asking their own questions, take it as a sign that they feel
comfortable with you. If a moderate amount of small talk puts your customer in a place that
makes them more willing to listen, then consider this tactic successful.
Because your customers probably were not thinking about getting a smart home system
the second you knocked on their door, its important that you help them imagine themselves
benefitting from that system. Remember, more often than not, people make decisions based
on the way they feel. By building emotion into your presentation and using logic to back that
emotion up, youre more likely to strike a chord with the customer and advance them through
the sales process. Customers need to understand that you are there to protect homes, not
to give free demonstrations or rip them off. Thinking this way, and presenting in a way that
helps your customers have confidence that this is indeed your goal, will help you close more
sales and protect more families.
WALKTHROUGH
Once you have been invited into the home, your walkthrough should be the most dynamic
and emotionally aware portion of your entire presentation. Start a walkthrough at whatever
point got you into the house and then work your way to the other parts of the house that
need protection, beginning with the most vulnerable. For example, if after mentioning their
thermostat the customer invites you in, ask to move to see the location of the current ther-
mostat and then proceed to walkthrough and discuss the homes vulnerable points such as
doors, windows and garages. You will be more successful at building emotional value if you
ask your customer which parts of their home concern themso be sure to qualify, listen and
observe in order to tailor your sale and the system to your customer.
By this point you should know that just telling someone about a product does not create any
sort of emotional value in it. In order to create emotionally motivating presentations we want
to rely on concreteness and good transitions.

Concrete language and examples makes things look and feel realistic: your ability to paint,
for the customer, a believable picture of the problem and, more importantly, of the solution NOTES:
to that problem is a direct emotional appeal. Use specific examples to help your custom-
ers envision where their home is vulnerableshow them: touch doors, open windows and
move locks. This adds a level of realism to your presentation that will allow your customer to
better understand and imagine Vivint products benefitting them personally in the very real
space of their own home. Be confident, calm and reassuring as you offer solutions to their
security weaknesses.
Good transitions move the sale towards the final close. Always know your next step as you
paint a picture of the problems and solutions. As you sell more and get better at moving
organically through the sales process, transitions will easily reveal themselves, but as a gen-
eral guideline, asking qualifying questions is often the best and smoothest way to transition
through the presentation.
CHARACTERISTICS OF A GOOD WALK THROUGH
Be Confident: You are the expert. Customers should know that you are successful at what
you do. This creates a natural, comfortable flow and adds a level of trust to your presenta-
tion. Confident presentations build credibilityhowever, dont let your confidence in the
product and services keep you from being respectful.
Give Perspective: Giving customers perspective means helping them feel at ease with their
purchase. Because your customers can become apprehensive about the chance of finding a
better deal or that their friends will think that theyve made a bad decision, statements like,
All were doing is helping you grab something youll probably get in the near future helps
reassure them and give them perspectivegetting an automation system really isnt a big
deal.
Use Information: You will naturally learn a lot about the neighborhood and the people there
during the day. Use this information appropriately when you talk with customers. But always
make sure to be understanding and empathetic. Customers always need to feel lilke youre
on their team.
Know When to Move on: Dont drag it out, is a good rule of thumb when it comes to
continuing to the next part of the sale. Your customers are ready for the next step when they
show buying signs like agreeing, asking questions and applying your offer to their situation.
Transitions can make or break your presentationlearning to find the organic moments
between the doorstep and the home and between presentation and closing are critical mo-
ments. If those transitions arent seamless and easy to navigate your customers will experi-
ence buying pressure.

THE SALE STARTS WHEN THE CUSTOMER OBJECTS. JEFFERY GITOMER
Overcoming
Objections
When handled correctly, overcoming not. Being able to effectively overcome

objections can progress the sale and objections will increase your ability and
solidify customers in ways that pre- confidence in selling.
senting and asking questions can-

OBJECTIONS ARE GOOD
NOTES:
Initially, saying that objections are good might seem like a contradiction. But
when a customer presents you with an objection take it as a sign that they are
listening and moving with you through the sales process. Objections reveal that
a customer trusts you with their concerns and is giving you the opportunity to
prove to them that you are a credible source. Remember, a key persuasive ele-
ment is credibility.
Never avoid objections or hope they dont come upobjections are always
present. Just because you are not physically hearing objections doesnt mean
they dont exist; it just means your customers arent sharing them. While learning
to overcome objections, remember that the sales process is a cycle designed to
eliminate objections before they come up. Each step of the sales process builds
on the next, and if youve followed the previous steps and done them well, youll
run into fewer deal-breaking objections. If your customers are uninterested or
apathetic at this point, it may be due to poor prospecting, qualifying, or present-
ingeach step in the cycle relies on success in the previous step.
1. SMOKE SCREEN
Smoke screens dont reflect customers true thoughts or feelings. These
are off-handed comments meant to get rid of the sales rep or cre-
ate a reaction. Smoke-screen objections never reveal the true reasons
a customer is hesitant to take part of Vivint services. Because these
comments dont voice true concerns, its best to move past them and
keep progressing. The best way to do this is to briefly acknowledge the
comment and direct the presentation back to either explaining the offer
or a product. Dont be rude, but try not to entertain the claims made in a
smoke screen comment.
CUSTOMER: I got 3 guns and 2 biceps for anyone that tries to

break in.
REP: And obviously no on wants to come in and find you waiting
for them, but it happens. So the way it works is . . .
2. CONDITION
A condition is a legitimate reason that the customer cannot get a system.
Anything that prevents a customer from literally qualifying for Vivints of-
fers is a condition and cannot be circumnavigated. For example, renters
or dependents of homeowners cannot sign service agreements. Dont
waste time trying to sell these people. Instead be proactive and ask for
referrals or information about the neighborhood and move on.
3. OBJECTION
A true objection is something that stands in the way of qualified cus-
tomers buying a Vivint system. Its your job and responsibility to help
customers overcome their own objections so they can enjoy the benefits
of having Vivint in their homes. Every objection has a solution, and the
key to finding those solutions is to see every objection as a question. If
you can provide your customers with solutions by using logical elements
youll build trust and credibility that will, in turn, make you a more per-
suasive sales rep.

NOTES:
ACTIVITY: Please Write in the Space Below:
THEY SAY YOU SAY
I have a dog How would this benefit a person with

dogs?
My friend hot an alarm and it was a
bad experience
I heard Vivint makes crappy
products
THE SIX OBJECTIONS

The following six objections are the most common objections you will hear as a sales rep.
In most situations, if the objection doesnt fall under this list, its a condition or smoke
screen. Be prepared with multiple responses and solutions for each objection in order to
be ready to meet the challenge and answer the question each objection presents.
1. Spouse Isnt Home

2. Safe Neighborhood
3. Dog/Gun
4. Legitimacy of Offer
5. Cant Afford it
6. Not Interested/Need Time
There are two scenarios in which you will have to work to overcome objections. The first,
and most effective scenario is for you, as the sales rep, to bring up the objection first.
Acknowledging an objection before its stated will reassure your customers that others
have felt the same way and that you are aware of their particular situation, as well as help
you be more effective in closing sales. This will require that you follow the subsequent
method as you observe your customer, their attitude and their surroundings.
BRING THEM UP FIRST
1. QUALIFY (Observe and Ask)

The best way to become aware of possible objections is by noticing clues and asking
good qualifying questions. Again, we see just how critical the qualifying process is
to the sales cycle. Qualifying will help you cater to the customer and personalize
the sales process. So be sure to look around, make it a goal to understand who your
customers are.
For example, if you are talking to a woman in her home at 3:00 in the afternoon and
there are family pictures on her walls and a ring on her finger thats a hint that the
husband isnt home and that theres a high possibility that this could be an objection.
Instead of waiting for her to say that she would like to wait to make any decisions
until her husband comes home, be proactive in diminishing this objection. Tell anec-
dotes about other customers who were in the same boat, ask her if she works or if
her husband would truly object to her feeling more secure and at ease in their home.
Small phrases and questions like these can have enormous impact on the direction
and mood of a sale.

NOTES: 2. STATE THE CONCERN
Be casual but dont be timid, and be clear but dont be accusatory as you address the
problem for them. Remember, most buying decisions are made from emotional places:
customers will be less likely to buy if they feel they are being talked down to or with
dishonesty.
Returning to the example from above, state the objection concerning the husband
not being present. Something to the effect of, Now, I can see that your husband isnt
home, does he work during the day? works nicely as both a qualifying question and a
way of directly addressing the objection.
3. GIVE A SOLUTION AND TRANSITION

Offer a solution to the problem and move on. Try not to dwell too long on any objec-
tion. This helps your customers understand that their concerns, though valid, arent
reasons for them not to buy your product.
Continuing with the example, giving a solution and transitioning in this scenario might
look something like this: A lot of women who dont work during the day find our sys-
tems to be very convenient and helpful. Its almost like the system is a second pair of
eyes helping keep track of the kids and the house while youre busy doing all the things
you need to do during the day. And Im sure your husband would feel good about you
getting that extra feeling of security while hes away during the day at work. So, we do
usually cover the more vulnerable areas first, does the front or the back door concern
you more?
ACTIVITY : What possible objections could you imagine these custom-

ers having and how would you go about bringing them up and overcom-
ing them?
Scenario 1: A middle-aged man with multiple stuffed elk heads on his wall
and hunting gear on the front porch.
Scenario 2: A woman that opened the door with a briefcase, cell phone and
keys in her hand.
Unfortunately, you will not be able to foresee every objection every customer has.
The second objection-scenario is one in which the customer brings up or states the
objection. Sometimes, attempting to resolve concerns after the customer brings
them up can make you appear more defensive and confrontational making the objec-
tion more of a roadblock than a question. Using the following model and being aware
of your meta-verbal communication and trying to answer calmly and thoroughly will
help you avoid coming off as defensive.

CUSTOMER BRINGS UP THE OBJECTION
NOTES:
1. AGREE
This might seem contradictory, but using simple phrases that validate your customers
concerns will allow you to make empathetic connections which will solidify your customers
trust in you. Again, never become defensive. Be agreeable when your customers share their
objections, convey empathy, and understand so your customers will be more open to what-
ever you say next.
CUSTOMER: This sounds too good, like youre pulling the wool over my eyes. How do I
know your company isnt a crack and that its not going to go under in the next 5 months?
2. RESTATE THE CONCERN IN YOUR OWN WORDS

Learning to hear objections and concerns, as questions will make it possible for you to
uncover the root of the objection. Restating their objection or concern in your own words
forces the customer to briefly reexamine their own thinking. If the same objection keeps
coming up over and over again, state the objection as a question. This allows your customer
to here the objection as you hear it and will again, cause them to analyze theyre thinking.
You will know that youve found the root concern when customers stick to a single response
after you have restated the objection or asked them a question.
REP: Sure, I understand. Our offer is truly an incredible one. If I understand correctly,
youve got some concerns about the legitimacy of the offer and about Vivints reputation?
3. ANECDOTE
Customers know that you want to sell them a product. They expect you to answer their
concerns and tell them why they should buy itthey are prepared for these tactics and
they are prepared to resist them. Telling a customer an anecdote about the reasons a similar
person bought the product is more motivating because it is an engaging and memorable
experience. Make sure the anecdotes you share are true, clear and communicate what you
expect your customer to do.
CUSTOMER: Yes. Thats basically what Im saying.

REP: No problem. Its natural to have questions and want to make sure youre investing in
something solid. Have you heard of USA Today or Tech Crunch? Ive got both these pages
pulled up here on my iPad. Feel free to take a look at them, but both sites rat our products
and services really highly. You know Chris Jordan, he said hes known you for quite some-
time, hes been our customer for well over a year and he actually referred you to me.
4. TRANSITION
A strong transition will finalize the process and move the sale forward. If your customers
dont bring up more objections at this point, be confident and move on. Use a qualifying
question that naturally moves the presentation to the next step.
REP: Now, you mentioned that you had some problems with packages not arriving or being
stolen from your front porch? That USA Today article mentions our Doorbell Camera that
can actually help you keep an eye on things like that. Let me show you how it works.

NOTES:
TIPS AND TRICKS
DEALING WITH CALLBACKS: Callbacks (when customers tell you to come back at another
time) are objections, often smokescreens, which you need to treat as such. You usually wont
sell a callback that you could have sold had you stayed and followed he steps to overcome an
objection. If theres absolutely no way of getting around a callback, set up the appointment for
later after youve finished knocking. That way if the sale does go through its a bonus and you
wont have wasted valuable knocking time. As a rule, visit callbacks after 9:00pm, or after the
allowable knocking times (based on local law) have expired.
LISTEN: No skill is more valuable when overcoming objections than listening. Your customers
will respond better to you if you actually take time to listen to what they are saying.
NEVER DECIDE: Instead of deciding that your customers shouldnt or cant get an alarm be-
cause of any objection, do your best to guide them through the sales process and help them
understand how they can benefit from an alarm system. The decision to buy is ultimately theirs.
MOST PEOPLE DO NOT LISTEN WITH THE INTENT TO UNDERSTAND;

THEY LISTEN WITH THE INTENT TO REPLY. THEYRE EITHER SPEAK-
ING OR PREPARING TO SPEAK. STEPHEN COVEY

IF YOUVE RESEARCHED YOUR PROSPECT PROPERLY, GIVEN YOURSELF ENOUGH
VALUABLE PREPARATION TIME, AND HANDLED ALL THE PREVIOUS STEPS IN A PRO-
FESSIONAL MANNER, YOULL LIKELY CLOSE THE SALE. TOM HOPKINS
Closing
As a general rule, people dont like making naturally through the sales process, they will never
decisions, and when faced with a buying deci- experience the displeasure of making that big
sion, they often feel apprehensive, anxious, or decision.
uneasy. If you learn to guide your customers

WE HAVE AN OBLIGATION TO OUR CLIENTS TO GO SMOOTHLY THROUGH THE
CLOSE SO THAT ITS AS PAINLESS AS POSSIBLE. BRIAN TRACY
NOTES:
ALWAYS BE CLOSING
You should always focus on progressing the sale throughout the entire sales process. Pros-
pecting, qualifying, presenting and overcoming objections should be smooth and simple so
the final close doesnt become a high-pressured, anxious climax in its final moments. The key
to closing is to make it quick and painless. Thus, all closing strategies look for ways to relieve
buying pressure at various points throughout the entire sale. Remember, buying pressure is
the discomfort that exists when trying to make a purchasing decision that youre not sure you
want to make just yet. Its an uncomfortable and anxious feeling that customers will want to
get rid of as quickly as possible. As a sales rep, its your job to work throughout the sale to
alleviate that pressure in order to make the experience simple and positive.
If you adopt the following techniques during the sales process, youll relieve buying pressure
and comfortably move your sales forward. Learn them, perfect them, and recognize how you
can use them in specific situation during your presentations.
SALES CYCLE
Each step of the sales process builds upon the next and your overall success hinges on how
well youve completed each of the previous steps in the cycle. Since closing is a continuous
process, thoroughly completing the steps up to this point means youll have already done
half the work by the time the customer is ready for the final close. There are dozens of tiny
closes throughout a sale: when a customer answers a qualifying question, when a customer
lets you into their home, when a customer starts to use ownership language and many more,
when you fluidly transition out of an objection, etc. The sales cycle adds brick by brick as it
builds towards the final close.
TRANSITIONS
You use transitions over and over during your presentation. Transitions do a number of things,
namely: create momentum, give your customers confidence in the products and most impor-
tantly, transitions signal to you and your customers that you both are comfortable enough to
move on to the next step, create momentum, and they give your customers confidence in the
product. This is why its an excellent idea to create a blueprint of your presentation flow and
to practice or write out anecdotes, qualifying questions and explanations. The better you are
at creating smooth transitions the more sales you will close. Awkward or unnatural transitions
heap buying pressure on to customers and will keep you from completing sales. Keep in mind
the following points when it comes to transitions:
1. Always Have the Next Step in Mind

Have a plan. Think of yourself as a guide throughout the saleeven though each sale
will evolve differently depending on the information the customer gives, youll arrive
where you want to if you always know the next step and prepare for it. Know why
youre asking the qualifying questions you ask, depending on their answer, know where
youll direct the conversation next. Dead air in a sales presentation hurts your credibil-
itycustomers will take it as a sign that you are not an expert on what youre selling
and increases buying pressure. Fluid transitions between the steps in the sales cycle
make you a professional and put your customer at ease.

NOTES:
2. Recognize Buying Signs
Asking questions, clarifying, taking ownership of the product, and applying your
words to their situation are buying signs, and they signal that your customers are
processing information and on the same page as you.
Example: Can I get the lock on both doors?

Example: So, is this one of those package systems with a couple door sensors and a
motion detector?
3. Know When to Transition

The following are a few common areas where youll need to transition:
From the front door to the back door.

From doors to windows.
From the main floor to the basement.
From objections to continuing the presentation.
From one system feature to another.
From presenting information to filling out paperwork.
4. Use a Qualifying Question and Go For It

Qualifying questions shift control of the conversation back to you as well as reveal
direction and the next step in the process. Once youve recognized buying signs or
a transition point, often a qualifying question is all it takes to shift to the next step.
Dont hesitate.
HOW TO CLOSE
Remember, the key to a successfully closing a sale is to make it quick and painless. Use the
following principles to create a comfortable atmosphere and eliminate pressure as you close
the sale.
1. QUICK & EASY

Most customers fear making a big decision after a long, drawn-out sales presenta-
tion, however, in the grand scheme of things, deciding to get an alarm or home
automation system is not that big of a decision. Show your customers this through
your actions and words that the process is quick and simple. Vivint products and
services are not comparable to a mortgage or a car loan; they are simple home solu-
tions with a comparably small and affordable service fee. The best way to convey
the message of simplicity is to use phrases like this is simple, this is easy, this is
quick, thats why everyone is taking us up on the offer or this will only take a sec-
ond. Your customers will have more confidence in you and realize there is nothing
to worry about if you make your presentation and explanations quick and easy.

2. EVERYBODY IS DOING IT
Realizing that a friend or neighbor is making the same decision not only reassures
NOTES:
your customers, its often the biggest motivator for them to buy. People care what
others are doing, even if they tell you otherwise. Take advantage of anecdotes and
use the names of neighbors or friendsthis will remind your customers that others
they know and trust have made the same purchase they are considering. (Note: Be
sure that in this process you are not sharing any sensitive information about another
customer.)
3. THE SOFT CLOSE

Soft closing strategies are used throughout the presentation by subtly alluding to
a customer owning the system and products. For example, when we put this glass
break sensor in your sons room and you guys will really like having this thermo-
stat. Its really easy to use, are soft closes because they imply that your customer
is going to get the system. Use these strategies throughout the entire sale; from the
moment you meet your customers until their system is up and running. Be confident
and assumptive as you combine soft closes with anecdotes and examples.
4. THE OPTION CLOSE

An option close lets customers choose between two positive options, thus gaging
their interest and momentum through the sales cycle. Option closes will be used
with more moderation then soft closes.
Example: Do you like the idea of a motion detector or a glass break sensor better?
Answering either option means your customers are saying yes to your proposition.
For example, no matter which product the customer choosesthe motion detector
or the glass break sensortheyre saying yes to the system as a whole. The option
close creates transitions and builds momentum because its more comfortable for a
customer to choose an option than to disrupt the presentation and object.
Option closing is also a good way to finalize a sale if you need to add a feature for
someone who isnt completely sold yet. Use option closes sparingly, you do not
want to overwhelm your customers with too many options. One or two at the end
of your presentation as you prepare to transition into closing and paperwork are
enough. Be sure that the options you present in this type of close are simple and
clear.
Example: I didnt mention this before, but a lot of times these little key fobs make
it more convenient to turn your system on and off. We dont include them in every
home, but it might be nice to have if youre as busy as it looks like you are. Would
you rather just use the keypad to turn the alarm on and off or do you want us to add
a little key fob remote to your system?

5. THE PULLBACK
NOTES: The pullback is a tactic that you will use with the most reserve and it must be
mastered in order to come off the correct way. In a pullback, the sales rep takes the
offer away just a little bit making the offer appear more exclusive. The best time to
use this tactic is when you encounter strict opposition from a customer. Oftentimes,
in a situation where the customer adamantly opposes the offer, the kneejerk reac-
tion for many sales reps is to argue back. However, this rarely works because you
cannot persuade someone against his or her will. This is when the pullback is most
effective. For example, if a customer says, Look. I dont even want this. The appro-
priate way to use a pullback would be to respond with something similar to, Before
we get too far ahead of ourselves we have to make sure youre qualified.
PAPERWORK CLOSE
The paperwork close finalizes the sale. Once you have completed all the steps up to this
point, your customers are prepared and expect you to carry them through the next step. The
paperwork is just another transition, and effective reps all have a basic plan for how to move
toward paperwork, and how to progress through it once they do. Apply these principles when
transitioning and completing paperwork.
1. Plan a Smooth Transition

Transitioning to the paperwork should be just as natural as transitioning during
any other point in the sales process. Plan ahead and look for natural transitions to
paperwork.
2. Go For It
Dont hesitate. Have confidence. Theres no reason to delay once your customers
are ready. The following tips can make the transition easier:
Pay attention to buying signs
Ask qualifying questions
Move towards the table
Sit down and pull out your folder
Example:
REP: Do you guys like the idea of a glass break or a motion detector better for this
room?
CUSTOMER: Probably a glass break. That way we dont have to worry about set-
ting it off.
REP: Thats what a lot of my customers have done. In fact, my Aunt Marys system
is pretty similar to yours. Im going to write a couple things down for you guys real
quick, mind if we have a seat at the table right here and Ill show you what Im jot-
ting down.
Sometimes referencing a particular section of the paperwork to something you mentioned

earlier can create an easy transition.

Example: NOTES:
A rep explained to a customer early in the presentation that if the alarm were to go off, they would
be called, followed by a friend or family member if they themselves were unable to answer.
REP: As long as that makes sense, Ill grab a couple emergency contacts for you so I can get out of
your way. Mind if I sit while I write this down real quick?
At times it may seem easier and nicer to pause your presentation and wait for customers to make
concrete decisions. Good closers, however, understand that nobody likes the pressure and anxiety
that comes with having to make a decision, and they help their customers by alleviating most of the
mental and emotional work that comes with making those decisions. Make the decision to get an
alarm a win-win.

TO SOME, A REFERRAL IS MERELY A NAME. HOWEVER, A REFERRAL IS AC-
TUALLY MUCH MORE THAN THIS! A REFERRAL IS THE AUTHORIZATION TO
USE THE INFLUENCE ATTACHED TO THAT NAME. BARRY GRAHAM MONRO
Referrals
Your days dont have to be full of stories, and anecdotes youve gathered
cold calling. In fact, youll have much from their trusted neighbors and friends.
more success if you learn to warm Simply learning how to acquire referrals
contact during the day. Your warm effectively can make a big difference
contacts are more receptive because in your total sales and help you create
youre approaching them on com- satisfied customers.
mon ground with personal insight,

The best sales reps constantly improve their chances to sell more people. These reps get
more sales, but knock fewer doors than mediocre reps because they make each contact NOTES:
count by consistently getting referrals. Collecting referrals from your prospects and cus-
tomers makes your job easier and a lot more enjoyable. Your chances of selling a referral
are higher because:
1. Referrals raise the comfort level of any new contact by reassuring

them that someone they know and respect has already made the
decision to buy.
2. Theyve already been partially qualified. You already have an idea

of the referrals wants and needs based on your experience with
the referrer.
3. Your stories and scenarios from a trusted friend means its easier
to overcome objections and close a referral.
Ask every person you talk to for someone who may be interested in your product. This
means using your time wisely and filling out your street sheet with every name you re-
ceive.
Even though referrals can come from anywhere and anyone, youll receive most of your
referrals on the door and after the sale.
ON THE DOOR
Every door contact may not end in a sale, but they can all end in a
referral.
1. CUSTOMER IS NOT INTERESTED

Many times the most uninterested customer can give you the best direction in a neigh-
borhood. Learn to turn a negative situation into a positive and ask for a referral.
2. BAD TIMING
You can turn one sale into two when you meet contacts who are interested but cant do it
now. Get a referral from them. Once you sell the referral, the odds of selling your current
contact will increase significantly.
3. CUSTOMER DOESNT QUALIFY

Give customers who dont qualify your contact information and ask them to point you in
the right direction.
AFTER THE SALE

Most of your buyers know people who would be interested in buying whatever they
bought. Your job is to help them come up with those names. The following methods will
help you solidify your recent sale and collect referrals.
1. TO SOLIDIFY
Customers who help others benefit from the same promotions reaffirm the decision they
just made. Remind your customers that your product isnt something youre offering to
everyone and youre looking for qualified people.
Weve done 22 of these in this neighborhood and we want to do 2 more today. I was go-
ing to talk to the family across the street, do you know who I should ask for there?
2. FLASHBACK
Directly after the sale is a great time to remind your customers about the friends they might
have mentioned during the sale. Insist on contacting those people.

You mentioned that your brother lives down the street. I need to do a
few more of these, Ill try to catch him while Im down there, whats
his house number?
NOTES:
3. ONE MORE THING
Asking for a referral can create a smooth transition to end the sale and
transition to the door.
BE SPECIFIC
Customers give better referrals when they know exactly what youre
looking for. Point to exact houses. Questions like, I was going to talk to
that house with the blue van and the one on the corner, have they both
lived here for a while? are specific and create great referrals. Remember
to paint a picture of what youre looking for and then ask for the people
that might fit that picture.
BE SPECIFIC
Successful reps know asking their customers if they know anyone that
would be interested? usually doesnt work. Youll get more referrals if
you ask specific questions that require customer participation.
Were looking for people who are getting to know the neighbors on
this street. Do you know any young families or new move-ins?
LISTEN
Most customers offer referrals without even realizing it. Listen and pay
attention to what people say about the neighborhood, and use that
information to ask for a referral. If they say, We were the second ones to
move in on this street, the next door neighbors were first, create a re-
ferral by saying, great, they may work for what were doing then. Whats
the familys name there?
MAKE IT EASY
Customers give referrals if its easy and if they trust you. Dont pry and
push. Be polite and likeable. Every contact should understand that you
are offering a great deal, that youll probably talk to most of the neighbors
anyway, and it would help if you could talk to those they recommend first.

NOTES:

WINNING THE RIGHT WAY
HONESTY AND INTEGRITY COME FIRST--VIVINT MISSION AND VISION NOTES:
Over the past 15 years, Vivint has compiled many of the best sales practices in the
industry, most of which are detailed in the pages of this book. When applied properly,
these sales tactics have been proven to bring success. These tactics demand you to be
humble, polite, and truthful with your customers at all times.
Unfortunately, inappropriate sales tactics cost everyone. How much damage can just
one disgruntled customer cause? One customer is enough to get extra attention from
police officers checking for solicitor permits. One customer is enough to put the entire
company under the microscope at the Attorney Generals office. One customer is
enough to run an unflattering and damaging story about Vivint on the evening news.
One customer is enough to justify the police hauling a sales rep to jail. Below are lists of
inappropriate sales tactics that we absolutely need to master, to win the right way.
INAPPROPRIATE SALES TACTICS

Vivint maintains a close watch out for any sales rep using inappropriate sales tactics.
The following is a list of inappropriate sales tactics that will not be tolerated.
Changing the contract after you leave the home: At the end of each sale, you will
leave a copy of the contract with the customer and return the original contract to
the office. Both copies of the contract must be identical.
Writing extra information

on the contract: Write on the contract
only as instructed on the contract or if you are changing the monthly monitoring
rate. Do not write anything on the contract regarding the term or the customers
right to cancel. Never write words like demo, model, advertising, or corner on
the contract; they have particular meaning within the law and can change the
obligations of the contract. The contract will not be accepted if there is extra
information written on it.
Forging a customers signature: Without exception, never sign

a customers signature, even if you have his or her permission. Furthermore,
do not ask a customer to sign someone elses signature. (A credit report will be
requested for the person who signed the contract, not for anyone else who did
not sign the contract.)
Using Vivint letterhead or logos for unauthorized correspondence with a custom-

er: Do not use Vivint letterhead to correspond with a customer. Vivint letterhead
is to be used for authorized company business only. If you are found to have
written a letter to a customer on behalf of Vivint, you will be terminated without
question. If a manager approved the letter, he will be terminated along with you.
Failing to honestly
explain the contract: Always explain the
3-day right to cancel provision. Dont mislead a customer about the contract.
Dont describe it as a work order, order form, or anything other than what it
actually is: a contract. If a customer asks about any other provisions, provide a
complete and honest explanation.
Failing to advise customer about licenses or permits: If a license

or permit is required for the installation or operation of the system, you must
advise the customer of this requirement.
Speaking negatively about another security company: Never

speak negatively about our competitors, regardless of what others in the neigh-
borhood or even the customer may have said. Dont spread the gossip.
Arguing with the customer: If a customer begins arguing with you, apologize im-
mediately and walk away. Your humility (and strength) in argumentative situations
will bring success in the end for you and all of us at Vivint.

NOTES:
Collecting a false sales tax: Do not tell a customer that the
monthly services fee includes taxes. It does not.
Acting as a representative from another security company: Do

not represent or imply to a customer that you are a representa-
tive from another security company there to upgrade them to a
newer system. Sell our product straight up and it will sell itself.

SMART HOME PROS
CODE OF CONDUCT NOTES:
1. Consumer Relations
a. Representatives shall be properly licensed and registered in

compliance with any applicable laws, ordinances, and regula-
tions.
Representatives must carry identification at all times. The iden-

tification must be clearly visible to consumers and have the
name of the representative, the identification number, and an
accurate photo of the representative.
b.
Representatives must wear a company-approved uniform at all
times when selling goods or services or when otherwise repre-
senting SmartHomePros to third parties.
c. At the initiation of a sales presentation, representatives must

(1) clearly and correctly identify themselves by name and
company name, and (2) state the purpose of their solicitation
without request from the customer.
d.
Representatives shall not (1) generically identify themselves as
being from the alarm company or the security company;
or (2) state that they are simply upgrading or updating the
customers system.
e.
2. Consumer Respect
Representatives shall discontinue a sales presentation and im-

mediately leave the premises upon the request of a consumer.
Representatives shall not approach a consumers premises if

a. a No Solicitation, No Soliciting, or No Trespassing sign is
posted;
b. Representatives shall not remove another companys alarm

equipment or signage from a customers property.
All contact with consumers shall be made in a polite manner

c. and during reasonable hours.
3. Deceptive or Unlawful Business Practices

d.
Representatives shall not engage in deceptive, misleading,
unlawful, or unethical business practices. Representatives shall
not falsely state or imply any of the following to a potential
customer:
a.
That the consumer or prospective consumer will receive a dis-
count, rebate, or other benefit for permitting his home or other
property, real or personal, to be used as a so-called model
home or model property for demonstration or advertising
i. purposes.
Misrepresent the capabilities of their products or services.
Write or assist a customer to cancel their existing service.
That the Representative or the Representatives company is
affiliated with, has the endorsement of, or is in any manner
ii. acting at the direction of any governmental or law enforcement
iii. agency.
iv. That a competitor company is going out of business or is in
financial difficulty.

v. That a competitor company does not exist or that it is changing
or has changed its company name.
vi. That the representatives company is acquiring, merging with,
being taken over by, or is part of a competitor company.
vii. That the representative is a representative or agent for, is acting NOTES:
on behalf of, or is otherwise acting with the consent or approval
viii. of a competitor company.
That the representatives company is the sister company of a
competitor company.
ix. That the representatives company manufactures the equip-
ment used by a competitor company.
x. That the representatives company is performing routine main-
tenance on a competitor companys equipment.
xi. That any change proposed during a sales solicitation is an up-
date or upgrade of an existing system when such a transac-
xii. tion requires an agreement with a person, company, or entity
different than the consumers existing alarm system or alarm
monitoring service agreement.
That the representatives company, or any other entity, is tak-
ing over the monitoring of a competitor companys accounts
xiii. or has purchased the customers account from a competitor
company.
That a competitor company is not or has stopped or is no lon-
xiv. ger capable of monitoring the alarm system for that person or
residence.
That the consumer or prospective consumer has been specially
xv. selected to receive a bargain, discount, or other advantage.
That the consumer commodities that are being offered for sale
xvi. cannot be purchased in any place of business but only through
direct solicitation.
b. Representatives shall not:
Quote statistics, purported costs savings, or provide other

information that is known to be false or misleading and that the
i. representative has not made a reasonable effort to objectively
quantify or substantiate.
Falsely represent to a consumer that someone has purchased or
endorsed the representative or the company the representative
represents.
ii.
4 . Sales Presentation
a. Representative shall always inform the prospective consumer

of a credit authorization requirement and receive customer
consent before requesting the credit authorization.
b. Representatives shall offer potential customers accurate infor-

mation regarding:
v. Price.
vi. Performance of equipment and services.
vii. Credit requirements and other qualifying requirements.
viii. Terms of payment.
ix. Cooling-off or right of rescission periods.
x. After-sales service.
xi. Installation scheduling.
c. When making comparisons with another companys products

and services, representative must use truthful information based
on facts that can be objectively substantiated
d. Representative shall take appropriate steps to safeguard the

protection of all private information provided by a consumer, a
prospective consumer, or other independent salespeople.

NOTES:
e. Representatives shall accurately answer questions from
consumers.

contents:
Utilizing Resources Rep Payscale

Page 2 Page 13
Qualify a Customer 2016 Sales Rules

Page 4 Page 14
Payment Methods
Product Training
Page 6
Page 18

Paperwork Holds
Page 8

Unfunded Accounts
Page 10
Point System
Page 11
Getting along with 1Stop

Page 12

2016 Vivint Smart Home, Inc. | 1

UTILIZING RESOURCES
As a Sales Rep there are a number of resources available to help you through the multiple aspects of
the sales process. It is critical that you as a rep recognize that your actions and decisions on the door
are the first step in a larger process that involves a number of people and departments within Vivint.
If you do not do your job correctly by adhering to the rules and regulations set in place, it creates
unnecessary frustration with your customers and colleagues in Account Creation, Contract Process-
ing and Customer Care as they attempt to sort out issues that could have been avoided if care and an
attention to the regulations of the sale had initially been taken. Again, it is critical that you do your job
neatly and correctly.
The information in this pamphlet will help you navigate the following:
-Paperwork details
-The particulars of creating new customer accounts correctly
-What to do if there are holds placed on any of your accounts
-Pay and deductions
-Who to go to when you have questions
VIVINT PAPERWORK TRAINING

When you are in a potential customers home completing contracts and paperwork, follow the points
below to ensure that the signing process is done correctly and efficiently.
DIGITAL AGREEMENTS
Digital agreements are available through Street Genie. The customer receives a digital copy of their
Purchase and Services Agreement (PSA) via email.
-The customer is required to sign the eSign Consent and then the PSA in order to complete
their digital agreement. Please make sure you are collecting all signatures from all parties on the
agreement.
-When using digital agreements, you are required to leave the customer with a two-part
physical Notice of Cancelation (NOC). This NOC is included in the office paperwork and can be
placed in the back of the customer folder.
o The NOC must be filled out.
o Both the white and yellow copies of the NOC must be left with the customer.
STATE SPECIFIC PAPERWORK

Make sure the Purchase and Services Agreement (PSA) you are filling out is the correct version of the
form for the state you are currently selling in.
To find out what paperwork you have, look at the bottom right side of the PSA.
FILLING OUT PAPERWORK

Once youre sure that you have the correct state-specific contract, follow the rules on the next pages to
ensure that you have a perfect PSA. Be sure to read each box and find the location on your actual paper-
work.
2 | 2016 Vivint Smart Home, Inc.

WHERE DOES THE PAPERWORK GO?
In the event that you are unable to use a Digital Agreement the following needs to happen with each por-
tion of the hardcopy agreement:
-Detach the top portion of the WHITE copy of the PSA (perforated above the NOC)
-Turn in the WHITE copy to your OA that night or the nest morningNO LATER!
-Leave the YELLOW copy (including the NOC portions) as well as the WHITE copy of the NOC
with the customer.
-NEVER keep any part of the contract for yourself.
CREATING A NEW SALE

Creating accounts is divided into two basic functions. The qualification is the literal process where you will
enter the customers information, either through the PDA or calling in to Account Creation, and determine
if the customers credit qualifies for a Vivint system. The setup is where you will explain all of the terms and
agreements to the customer and prepare them for the pre-installation survey with Account Creation.
THINGS TO KNOW BEFORE QUALIFYING

HOMEOWNERS
Only homeownerscustomers who own the homemay be set up with a Vivint system. The homeown-
er is responsible for having their credit on the account, for taking surveys with Account Creation, and for
signing the agreement.
The only exception concerning non-homeowners are renters where the actual homeowner is aware of the
system being installed and understands the following:
-If the renter stops making payments, they will assume full responsibility for the agreement.
-They will be taking the pre-install survey with Account Creation
-They will be signing the agreement
*Please note: ALL renter agreements will need to go through Account Creation Solutions team. You may
contact them directly.
INELIGIBLE ACCOUNTS
Vivint will not install systems in the following locations or to the following customers:
-Mobile homes, trailer parks, or any residence on wheels
-Customers who had Vivint, but their agreement was sold to another company, regardless of who
they are with now or if they have discontinued monitoring
-Deaf and blind customers (our equipment is not designed for their needs)
Account Creation will monitor these types of accounts and uninstall the system if its determined the cus-
tomer falls under any of the above criteria.
NON-RESIDENTIAL ACCOUNTS
Churches and commercial locations are approved to be set up, but require further approval to make sure
they are compliant with legal restrictions. These approvals will need to be approved by Account Creation
Solutions team before they are installed.
*IMPORTANT: Adult-themed locations are not permitted.
HEARING-IMPAIRED AND BLIND CUSTOMERS

Because Vivints services require interactions over an intercom and involve a visual touchscreen display, it is
not set up to support hearing-impaired and blind customers. A system may be installed only if approved as
a special exception through the appropriate corporate channels.

QUALIFYING A CUSTOMER
Now that you know which customers are restricted from having a system, it is now time for you to see if
a customers credit actually qualifies for a Vivint system. The entire qualification can be done through the
Street Genie app, but Vivint also has the Account Creation department to help you in qualifying. Below are
some best practices in working with Account Creation to make sure that your sale goes as smoothly as pos-
sible.
WORKING WITH ACCOUNT CREATION

Account Creation (AC) takes an average of 15,000 calls per day during the summer. AC agents are expected
to handle these phone calls quickly and efficiently so they can provide the best service possible. AC facili-
tates in the onboarding process of new accounts. Here are a few tips for success when working with the AC
call center:
-Most of AC calls are scripted. This means that the call will always go faster if you are prepared with
all the necessary information. Allowing AC to help guide the call will usually make the call more
seamless
-AC has not received training on answering customer questions other than the pre and post install
surveys. Please make sure to have answered all questions with the customer before placing them on
the phone with AC. This also means that you should never give out the number of AC to the
customer. Make sure they use the Customer Care number (800.216.5232).
-AC does not answer questions about rep pay scales, point banks, or holds, etc. Make sure to reach
out to 1Stop if you have any questions regarding the above.
-AC has a steep onboarding process at the beginning of the summer. Keep in mind that they are
acclimating to the fast-paced environment just like you may be.
-There is an email inbox dedicated to providing feedback for the AC department. You are encour
aged to email ACFeedback@vivint.com to share your experience with AC leadership
QUALIFYING WITH AC
Being prepared with the following information will make your call with AC more efficient:
-Street address, zip code, city, state
-Customers first and last name
-Customers phone number
-Customers date of birth or social security number
AC will then run the credit of the customer and give you the credit group they fall in.
*Remember: You are only allowed to qualify two customers and both must be the homeowner
*Remember: AC will ask if you have consent from the customer to run a full credit check on the customer.
Make sure youve spoken to the customer about this and have received his/her permission.
POLICIES INVOLVING CUSTOMERS

MOVES POLICY
-Sales reps are NOT paid on moves!
o Additionally, sales reps are not paid for renewing existing customers
-All Vivint customers are asked to bring their panel and indoor cameras
-Vivint will only match up to 15 points on a move. Anything more and a system pull will be required.
-All Vivint Customers who are moving within the first 12 months of their contract will need to pay the
$99 Move Fee.
-The $99 Move Fee will be waved if the customer has had the system for more than a year, signs a
new agreement for the original terms, AND brings their panel and cameras with them.
o If a customer declines to renew they will need to pay a $99 Move Fee.

MILITARY CLAUSE -Please refer to the online military policy found at www.vivint.com/military-families
OUT OF SERVICE COVERAGE

-If a customer moves to an area outside of Vivints service area, and upon providing documentation
of the move, Vivint will cancel the agreement. This is rare and is only an option after Vivint has made
all reasonable efforts to provide the customer service.
CANCELING WITH VIVINT

-A protected family can cancel their monitoring agreement with Vivint without penalty if:
oProtected family is attempting to cancel within their applicable right of rescission
oProtected family complies with the Military Policies
oProtected family has someone assume their obligations under the existing Monitoring
Agreement
-If the protected family does not meet this criteria:
oProtected family will be obligated to fulfill the remainder of the agreement or pay off the
remaining balance of the agreement or as otherwise specified in the contract
-A rep cannot forfeit payment in order to cancel an account
oAll customers have to follow the cancellation policy and should be referred directly to
Customer Loyalty.
oReps CANNOT cancel current customers to resign them to a new agreement
Note: If it is determined that this has happened, the sale will be listed as unfunded.
Reps are required to verbally explain the customers applicable right of rescission before completing the sale.
BILLING PROCESS
-All accounts are billed in the Zuora billing system in advance. Proration can occur based on the date
of activation and the bill cycle date selected by the customer
-Customers bill cycle will default to an Anniversary Billing schedule. This means Vivint will bill the
customer on the date they were installed.
o The only exception is if they are installed on the 29th, 30th, or 31st of the month. Their
billing date would then default to the 1st of the next month
-If a customer is signed up for Direct Invoice, they will default to either the 1st or 15th, depending on
what the next date is. For example, signing up on the 5th will default to the 15th, and the 16th would
default to the 1st.
oTheir bill will be mailed to them on the date they are invoiced. It will be due 10 days from
their invoice date (either on the 11th or 25th, not the date they received the bill). If a payment
is late, Vivint will charge the protected family a $3.00 late fee.
-Vivint will not bill more than once in the same calendar month
-No matter what the install date and billing cycle, a protected familys contractual amount
will remain the same
-Vivint is required to refund all amounts collected from the customer in cases of
cancellation within the ROR period.
*IMPORTANT: The first month and all upgrades are always due upon installation. No exceptions!

PAYMENT METHODS
Vivint allows its protected families to choose from 3 different payment options:
-Credit or debit card
-Checking/saving accounts
-Direct Invoice (only on EXCELLENT credits)
*Note: If a customers checking or card information fails, their account will be switched to Direct Invoice and
will affect your commission appropriately
Vivint does NOT accept the following types of payment:
-Money orders
-Cashiers checks
-Cash
-Post-dated checks
PAYMENT RESPONSIBILITY OF THE PROTECTED FAMILY

At NO time will Vivint allow the protected familys 1st month to be waived. Therefore, sales representatives
cannot promise this or offer to pay for any months, activation fees, or upgrades.
o A rep may credit the customers account. This credit will come out of the reps pay.
o Reps CANNOT ever use their personal cards to set up customers accounts.
The protected family is responsible to obtain and pay for the following:
oAlarm permits required by the city or county in which the protected family resides. It is the protect
ed familys responsibility to complete the application and registration for all permits.
oThe protected family may dispute a false alarm fee with Vivint in which we will objectively research
the issue and follow up with the customer on whether or not we will charge them.
oAll service fees or charges
PROTECTED FAMILIES WHO HAVE POWER OF ATTORNEY (POA)

Husbands and wives do not automatically have POA for each other. POA is a legal document signed by both
parties saying that one person can sign for the other.
If a potential protected family has POA and has signed for someone on the account, that person needs to
send in legal POA documents verifying POA.
-The potential protected family can either fax in the documents or mail them into Corporate.
-The Power of Attorney signs the agreement on behalf of the customer by signing his/her own name,
POA and does not forge the signature of the customer.
EXISTING CONTRACTS
-Vivint is not affiliated with any alarm companies
-Vivint did not acquire any alarm companies
-Vivint is NOT upgrading any alarm companys systems.
-Vivint will not pay off or cancel a protected familys existing agreement with any alarm company
-Reps CANNOT personally pay off or cancel a protected familys existing agreement with any alarm
company
-If a protected family would like to switch to Vivint, they are responsible for cancelling or paying off
their own monitoring agreement with their previous alarm company.
*IMPORTANT: Misrepresentation of any of these policies is a serious offense. Reps who are believed to have
misled the customer in any of the above statements are subject to disciplinary action and possible termina-
tion.

SETTING UP A CUSTOMER
Now that you know more about policies regarding the agreement, you are ready to set up the customer. The
Setup consists of two phases. Phase 1 you will need to specify which package, package equipment, terms,
and activation the customer will be agreeing to. This can be done through the Street Genie app or through
AC. Phase 2 is the customer doing a pre-installation survey with AC. This is required.
Regardless of whether you entered the terms and conditions into Street Genie, AC will still verify all of the
terms with you before taking the pre-install survey. Please make sure that you have the following information
ready when calling in to AC:
-Opportunity number, customers name, address (for verification)
-Package & total RMR
-Specific package equipment
-Months
-Points youre approving
-Activation fee
-Any upgrades the customer may be paying for
PRE-INSTALLATION SURVEY
Once the terms and conditions are verified with you, the rep will ask to speak with the customer for the
pre-installation survey. The one doing the survey must be the homeowner and must be on the account. Below
are selected questions that will be asked to the customer. Make sure that they are prepared to answer these
questions:
-Are you aware that this agreement has an initial term of ______ months?
-Do you understand that you are responsible for paying the monthly services fee for the initial
term of the agreement?
-Your monthly services fee will be $_____ plus any applicable taxes. Is that correct?
-Your activation fee will be $_____. Are you aware that this will be billed upon installation?
-At the time of installation, you will be charged your monthly services fee, plus any applicable
taxes, and the activation fee. Is that correct?
-Are all of these terms and conditions clearly outlined on your agreement?
-Has (sales rep) made any promises to you that are not printed or written on your agreement?
-Did you have a security system before Vivint came to your home?
oIf yes: Who is your current alarm provider?
-Do you understand that (sales rep) does not work for (current alarm company)
-Are you aware that Vivint is not affiliated with (current alarm company) or any other alarm
company and that you may be responsible for any agreements or termination fees with (current
alarm company)?
o If no: Do you understand that Vivint is not affiliated with any alarm companies?
Important things to remember about the pre-install survey:

-If a customer answers incorrectly to any of the questions, the AC agent may ask for you to
clarify with the customer before continuing.
-AC reserves the right to terminate any survey that they have determined the customer is un
aware or confused about any of the terms and conditions. Make sure that everything has been
explained to them.
-AC will terminate the survey and leave feedback on any rep who has misled the customer into
thinking they are a representative of another company or are just upgrading their system.
-AC will terminate any setup call where the customer is under the impression that their home is
part of an advertising or model home offer.

AFTER A PRE-INSTALL SURVEY IS COMPLETED
-Normally after a successful pre-install survey the AC agent will give you the notice of cancellation
date. Make sure to write this on the bottom of the agreement.
-This is normally when the rep will provide customer payment information to AC for the first months
payment.
-Upon payment, AC will then give you the Service number for the technician.
-If you need to make changes to an account after the pre-survey is completed and it does NOT
affect the customer, call 1Stop
-If you need to make changes to an account after the pre-survey and it DOES affect the customer
(eg. Change to Monthly Service Fee or upfront charges), call AC back and they will re-survey
the customer on any questions that will have changed.
THINGS THAT WILL KEEP YOU FROM GETTING PAID

Below is a list of common mistakes or wrong practices that will hurt your sale, and affect your ability to get
paid:
-Allowing an account that has a MID credit, to be on anything other than Auto Pay. (Direct invoice is
not accepted)
-Mid credit not paying the $198 activation fee
-Having a package other than Smart Protect and not charging an activation fee
-Filling out paperwork improperly that would reflect in a hold to the account.(Example: not getting
the customers signature, crossing things out etc.. See Holds for details)
-Letting the system cancel or get taken over by a different customer will result in you not getting paid
on the sale
o If an account is past due for too long, Vivint may cancel their system
-Account cannot be 60+ days past due.
-Account has a term length lower than 42 months
-Customer has a failed credit
-Allowing the wrong rep and office setup the account
-Failure to turn send in the PSA
-Taking credit for a sale initially setup by NIS and not contacting Account Arbitration
accountarbitration@vivint.com
-Not collecting payment at the time of installation
-Not being properly licensed
-Any compliance violation associated with the account
PAPERWORK HOLDS
Paperwork holds are applied to an account whenever the legal documentation is improperly filed or not at all.
This will prevent the rep from getting paid on the account on the backend. Below are a list of things to keep in
mind to prevent these holds:
MISSING PSA
ABOUT: PSA has not been turned in or processed through contract processing.
FIXING: Mail it into corporate or 1Stop can email out a new contract to the customer.
CUSTOMER DIDNT SIGN PSA

ABOUT: We didnt receive any signature from the customer.
FIXING: Vivint requires a new PSA is signed, 1Stop can email out a new contract to the customer and get the
needed signature.
CONTRACT TERM CROSSED OUT

ABOUT: The contract term on the contact is crossed out with no other number.

TOTAL PRICE ON CONTRACT CROSSED OUT
ABOUT: the total price of the contact is crossed out with no other price.
FIXING: Vivint requires a new PSA is signed, Mail it into corporate or 1Stop can email out a new contract to
the customer.
INACCURATE PROMISE ON PSA

ABOUT: Nothing should be written on the contract that can be mistaken as a promise. Including: warranty,
Free Move, Free Month, Cancellation without penalty etc.
the customer.
INACCURATE PROMISE/PRICING ON SES BY REP

ABOUT: Nothing should be written on the contract that can be mistaken as a promise. Including: Warranty,
Free Move, Free Month, Cancellation without penalty, Model Home, Advertising Home, Warranty $200
Installations $399, etc.
the customer.
MISSING SPANISH AGREEMENT

ABOUT: If a customers primary language is Spanish, a contract in Spanish must be signed.
the customer.
TIPS: Spanish agreements are not available on street genie at this time, and may be excused.
NO ADDENDUM or CUSTOMER DID NOT SIGN ADDENDUM

ABOUT: The following states require an addendum be filled out with the PSA: Nevada/Clark County, Wiscon-
sin/Milwaukee, and Washington DC. New York requires an addendum whenever a Panic Pendent is installed.
the customer.
EXECUTIVE HOLD
ABOUT: A hold that is placed when a rep is breaking policies or misrepresenting the company, an executive
may request a hold get placed on the account. Common reasons the hold is added:
Double Account the customer already had an active Vivint system.
Buyouts Customer already had an active security system and was told the rep would cover the
buyout.
Payment made with the reps card Reps should not be giving corporate their own card information
to take payment for any reason.
FIXING: The executive that approved the hold to be added, must approve the hold to be removed.
NEED SOCIAL OR DATE OF BIRTH TO RUN CREDIT

ABOUT: Hold is placed when there is only one signer with a failed or no hit credit. And there are no passing
credits associated with the account.
FIXING: Have the customer call in their Social or date of birth and request that their credit is run, or get Spe-
cial Exceptions approval to continue set up of the account.

UNFUNDED ACCOUNTS
Unfunded accounts are another form of holds, they can happen when not all requirements on an account are
met. If not corrected a rep will not be paid on the sale during the backend.
MID ON DIRECT INVOICE Mid Credit must be on Autopay.

MID DID NOT PAY $198 MID Credits cannot pay $99 or have a waived activation

ACCOUNT IS PAST DUE If an account is not up to date on their bill

LOW CREDIT FAIL Is a customer with a failed credit is set up and it was not through Special
Exceptions.

ACCOUNT IS NOT ACTIVE Account is cancelled or was taken over.

PACKAGE ISSUES If the customer has a Smart Protect and Control package and did not pay the
required activation fee.
HELP YOUR CONTRACT PROCESSORS

There are some small things you can do to ensure your contracts and holds get processed faster:
DONT WAIT TO SEND IT IN Have your OA send the contract ASAP, the more it builds up. The longer it
might take for them to process all the contracts at once.
BE PATIENT The more you email 1Stop and Contract Processing wondering what is happening may delay
the processes. If the hold is still active 3 Business days after the contract was allegedly received (Including
E-Contacts). Then it would be appreopriate to email.
NEATLY FOLD CONTRACT It can take extra time organizing the papers, you can help cut down a lot of
the time spent just by keeping the papers neat.
ALWAYS HAVE THE SERVICE NUMBER The service number is required to be on every contact to insure
everything is filed correctly. Having the account number and prove helpful.

POINT SYSTEM
REMEMBER THE FOLLOWING:
4 Points are required in every home, if less than four are installed the rep will still be deducted 4
points as if those 4 points were installed.
If your customer cancels, make sure to push to get the system removed from the home within 20
Days. If the system is not removed after the 20 days, the customer may legally keep the equipment,
and the points will remain charged to the rep. If you have any problems getting a hold removed email
sos@vivint.com
WHO TO GO TO FOR HELP

Below is a quick Reference list of who can help you when you have problems or questions. Be sure you go to
the correct resource depending on the issue at hand.
REGIONAL MANAGER
-Incentives
-Competitions
-Pay
-Advances
-Point Bank
-Backend paycheck problems
1STOP
-Department Liaison: 1Stop can talk to any other department to get you the information you need
-Inform you of new policies or any changes to existing policies
-Accounts: holds and deductions
-Details about specific accounts
-Any changes that needed after an account is installed

GETTING ALONG WITH 1STOP
1Stop can be your lifeline to Corporate. 1Stop is on staff Monday through Friday 9:00am to 10:00pm MST,
and Saturdays from 9:00am to 5:00pm MST. 1Stop is expected to answer or return your message within the
workday in order to provide the best service possible.
SALES REP/ 1STOP RELATIONSHIP

-1Stop exists to support you and help make sure you have what you need from Corporate in
order to have a successful summer.
-1Stop has policies that they must follow. They DO NOT have authorization to override those
policiesDO NOT ask them to make exceptions to these policies otherwise both you and they
will have compliance issues.
-Do not treat your 1Stop specialist poorly.
-If you are dissatisfied with the answers or service you have received email your complaint to
1Stop.
WHAT 1STOP DOES

-Administers the onboarding process for reps and techs.
-Initiates State licensing process.
-Answers City and State Licensing requirement questions.
-1Stop can provide maintenance on accounts.
-They can assist in removing holds, look up account information, make equipment point changes
as appropriate, etc.
-If you have questions about who to contact for specific questions, 1Stop can answer it or transfer
you to the person who can.
-1Stop can also provide you with phone numbers for Customer Care, Account Creation, Billing
etc.
-Should you need a copy of your rep agreement, 1Stop can verify your information and then get
you a copy. (Remember that only you are authorized to obtain this; if a family member or friend
requests this information, they will be declined.)
HOW TO COMMUNICATE WITH 1STOP

1Stop works with thousands of reps and techs. To make any communication with 1Stop go quicker and
smoother, follow the following guidelines.
-Always state your name and Badge ID whenever you contact or email 1Stop.
-Use 1Stops email address as your primary line of communication with 1Stop.
-Please only call 1Stop with Emergencies or Urgent Requests
1Stop can be reached in 4 ways:

Email: 1stop@vivint.com
Phone: 877.327.5279
Text ONLY: 801.509.9080
In Person: Come to Corporate and visit the 1Stop room.

1STOP
1stop@vivint.com
Phone: 877.327.5279
Sales Rep Payscale Fax: 801.765.5741
Installs Retroactive Rate Preseason Bonus Retroactive + Rent Bonus $70.99 Package
Bonus Rate
50 $480 $0 $480 $0 $24,000
60 $480 $0 $480 $2250* $30,600
75 $490 $17 $507 $2250* $39,800
100 $500 $70 $570 $2250 $58,800
115 $510 $70 $580 $2250 $68,450
125 $550 $72 $622 $2250 $79,550
150 $585 $76 $661 $2250 $101,050
175 $600 $77 $677 $2250 $120,300
200 $625 $85 $710 $2250 $143,800
225 $640 $85 $725 $2250 $164,800
250 $650 $85 $735 $2250 $185,300
275 $660 $85 $745 $2250 $206,300
300 $675 $85 $760 $2250 $229,800
301 $680 $90 $770 $0 $231,770
Smart Protect Smart Protect & Control Add Smart Home Equipment
Monthly Rate $49.99 $60.99 Additional $5.00/mo Additional $10.00/mo
Activation Fee $99 $99 No Additional Activation No Additional Activation

(required) (required)
None Choose 2 Core products: Choose 1 Core product: Choose 1 Premium product:
o Ping Camera o Ping Camera o Nest Thermostat
o Door Lock o Door Lock o Playback DVR
o Element Thermostat o Element o Outdoor Camera
o Doorbell Camera Thermostat (add $69 installation fee)
o Garage Controller o Doorbell Camera

o Amazon Echo o Amazon Echo
Package Equipment o Garage Controller
OR o Outdoor Camera
(add $249 installation fee)
Choose 1 Premium product:

o Nest Thermostat
o Playback DVR
o Outdoor Camera
(add $69 installation fee)
Sales Rep Pay See Table Add $50 to base Add $25 Add $50
* 60 and 75 Install rent bonuses apply to the January 2017 backend only
The Base Rate is $265 for Smart Protect and $315 for Smart Protect & Control. If rep quits or
is terminated before the end of the selling season, rep will be paid at the Base Rate.
Retroactive Rate based on rep selling $70.99 package.
If rep sells the $60.99 package, the rep will receive $50 less on his/her commissions.
If rep sells the Smart Protect package, the rep will receive $100 less on his/her commissions.
Qualify for Preseason Bonus by funding 5 preseason installs

V510/520 Fixed Video Camera

RESTRICTIONS:

1.Should not be positioned to view outdoor areas
(results in over-recording, and quickly using all recording space)
2.Limit of 4 total cameras per system
HOW TO SELL:
FEATURES The V510 camera is designed to provide a professional surveillance solution without the
complexity of traditional CCTV systems. Night vision available through V520 Fixed camera.
BENEFITS Easy to use privacy button to disable remote viewing and recording. Can view live video from one
or more cameras simultaneously via the web.
SCENARIO One of the places that we really like to place these cameras are in the garage. Its perfect for
putting in the corner so that you can visually monitor the open or closed state of the garage doorbecause
its mounted theres no worry as to whether its aimed the right way or not. These also work great as baby
monitors or to secure the front entryway of your home.
QUALIFYING QUESTIONS
What areas of the home do you want secured?
Do you use a baby monitor?
Companion Products
Pan + Tilt Camera
Ping Indoor Camera
Playback
FAQs
1. What video formats does it produce? MPEG-4 only
2. Is this a wired camera? No, it uses Wi-Fi

Space Monkey & Playback

RESTRICTIONS:

1. Requires an Internet connection and must be plugged into the actual router
2. Surge protected outlet is highly recommended
3. Nothing can be set on top of the device. Do not place on carpet.
4. 1 Space Monkey per system
HOW TO SELL:
FEATURES Cloud storage meets local storage. Space Monkey is an alternative way to store your files online
using a small hard drive and network of other subscribers.
DVR Playback allows users to record 24/7 footage from up to 4 cameras
1 Terabyte of available storage for camera footage and personal images and data
The Space Monkey App and desktop clients allow users to instantly sync phone and device libraries
to their Space Monkey storage
$10 per month for up to 4 cameras as compared to Dropcam by Nest would cost you $98 per
month
BENEFITS Using a process called erasure coding, a fancy way of saying that your file is broken into many
tiny pieces, the device is set up in a way that even if your device fails, you can still recover your file. This
means you dont need to worry about your files ever being permanently deleted!
Playback provides up to 30 days of recorded video footage from Vivint cameras. Playback is integrated with
the Vivint Smart Home so that events detected by the system will be correlated on the playback timeline.
Customers can scroll through their cameras footage to manage the security and comings and goings of their
homesit is the library of their homes activities.
SCENARIO These days, everyone is struggling to find ways to protect and secure all of their digital media
and data. Space Monkey allows you to store all of that date for the most affordable rate on the market. Back
in the day everybody had those fire proof plastic totes for all of their family pictures and filesSpace Monkey
is the digital ages best version of thateven if the device is ruined, your stuff is still accessible through the
app and site.
Do you ever have to quickly clear space off of your phone or tablet so you can hurry and take a few
pictures of your kids soccer game or something like that?
Have you used other cloud based storage programs?
Are you familiar with the idea behind DVR systems?
Companion Products
All Cameras
FAQs
1.Can I use the space monkey outside of the Vivint system? Yes, you
can back up to the cloud from any device with a connection to the internet.

Vivint SkyControl Panel 2.0

RESTRICTIONS:

1.Every system must have 1 Vivint SkyControl panel
2.Panel camera not supported in 2.0
3.Deleting video clip from panel does not delete clips from app
4.Panel requires Wi-Fi connection, and an AC power source
HOW TO SELL:
FEATURES The Vivint SkyControl panel is the latest in smart home technology. Vivint SkyControl acts
as the brains of the Vivint system as it communicates to and receives information from the all of the systems
equipment.
7 touchscreen
Functions in partnership with the Vivint mobile app
On-screen video
Fast updates
Access to all sensors, cameras, thermostats and locks etc.
BENEFITS Over time, the system will come to recognize patterns of your familys and homes activity. Vivint
SkyControl can tie all of your home systems together and make recommendations for when to turn your
lights on/off, and when to arm your alarm system or when to adjust the temperature. It also alerts you to
activity and motion within the home.
SCENARIO Many other companies control panels are small little things that are complex and difficult
to navigate. Vivint SkyControl is revolutionary because it was specifically designed to be easy to use in
every aspect. Its a beautiful piece of equipment and its so user friendly that your kids can figure out how
to navigate its functions. Because its a touch screen and doesnt rely on preprogrammed physical buttons,
the system can more carefully and intuitively lead customers through setting up alerts, and schedules and
accessing different parts of the cameras and locks. Its much more intuitive than anything else like it on the
market.
Where is the highest traffic area in your home?
Where would you prefer we place your panel?
FAQs
1.Do I have to have a panel? Yes, all systems must have a Vivint SkyControl Panel

RE219 Home Disaster Sensor

RESTRICTIONS:

1.300 ft. wireless signal range
HOW TO SELL:
FEATURES The Home Disaster Sensor can be configured to operate as a Flood/Moisture Sensor,
Freeze Sensor for furnace failure, or Overheat Sensor for furnace runaway or air conditioning failure. This
sensor is particularly useful for homes with basement window wells or for homes in areas that experience
extreme seasonal temperature changes.
BENEFITS This single sensor can be set to detect three settings, no need to purchase three separate
sensors. You will always be aware of any sudden changes or dangers at home which can save you
thousands of dollars in home repairs.
SCENARIO Anyone who lives in really warm or cold areas knows that theres nothing more frustrating
than having your furnace or air conditioner go out making your family uncomfortable. Since these are
appliances that we generally take for granted but rely so heavily upon, were not accustomed to routinely
checking them. This sensor provides that routine check up and will alert the Vivint SkyControl panel if
there are disruptions in the day-to-day operations of the furnace or air conditioner, that way you can be
aware of issues before they cause major malfunctions and serious discomfort.
Do you have your furnace or air conditioner working pretty much all day every day?
Have you ever had your furnace or air conditioner go out before?
Have you ever had a leak under your sink that you found out about too late, or come come to a
flooded basement?
Companion Products
Smoke Detector
Firefighter
Carbon Monoxide Detector
FAQs
1.How big is the disaster sensor? 3.3 x 1.4 x 1.1 in.
2.Can I place this on a floor or wall? Yes, this can be mounted to a wall or a floor
3.What is the Battery life? 8-10 years.

Nest Learning Thermostat

RESTRICTIONS:

1.Customers are encouraged to turn Nest Sense off in order for the thermostat to more efficiently
integrate with the entire system
2.HVAC system must be working
HOW TO SELL:
FEATURES The Nest Learning Thermostat automatically adapts to customers lives to program itself to be
energy efficient and save money.
Glossy spin dial adjustment control.

Nest Sense monitors activity in the home to automatically adjust the temperature and save customers
money on their energy bill.
Nest lights up when it detects both near and far motion allowing customers to check the time and the
temperature easily and conveniently.
Vivint Smart Assistant works with motion detectors, Nest and the App to monitor the state of the home for
an optimum balance of comfort and energy savings.
Provides customers with an Energy History allowing customers to monitor their energy use trends.
BENEFITS Nest is a beautiful thermostat designed to provide customers multiple ways to monitor energy
use to save money.
SCENARIO Even the most regimented among us forget to turn down the thermostat when we leave for
a long day at work. Nest will spend the first week after installation to learn how at what temperatures you
like your home to be and at what times. After that week, Nest can auto adjust based on those patterns of
temperature preference and change.
Have you updated the thermostat since youve lived here?
Have you ever tried to program a traditional thermostat?
Do you change the temperature on your thermostat everytime you leave the house?
Companion Products
Vivint SkyControl Panel 2.0
Motion Detector
FAQs
1.Will Nest integrate with the Smart Assistant Feature? Yes. Nest works best with Smart Assistant when the
Nest Sense feature is turned off.
2.How many can be installed in a home? One thermostat per HVAC zone

Motion Detector

RESTRICTIONS:

1.Maximum protection area of 40 feet deep by 50 feet wide
HOW TO SELL:
FEATURES These are high-performance detectors with a compact design that are ideal for applications
where attention to aesthetics is desired.
Can be set to prevent detection from pets under 80 lbs.
Critical for best calibration and programming of the Smart Assistant feature
Uses infrared technology
90 degree look-down
BENEFITS The motion detector is a staple product for any Smart Home system. When placed in a high
traffic area the detector provides the system and its Smart Assistant feature with information on home activity
to create learned comfort settings. The detector is also an excellent security component for recognizing
unwarranted motion in various parts of the home.
SCENARIO The motion detector is an essential component to any Vivint system, not just for its security
features but for its smart features as well. Imagine having your home be able to recognize when youre at work
and the kids are at school so it can save you money on your energy bills, or alert you when someone enters
the home? This little detector helps your system do all of those things.
Which area of the home receives the highest traffic?
What points of the home concern you the most?
Companion Products
Vivint SkyControl Panel
Thermostat
FAQs
1.How big is the Motion Detector? The device itself is approximately 2.75 wide, 3.2 tall, and 2 deep.
2.Can I change the sensitivity? Yes

GB2 Glass Break Sensor

RESTRICTIONS:

1.20 ft. maximum operating distance per sensor
HOW TO SELL:
FEATURES Your Vivint Glass Break Detector provides maximum detection coverage with a 360-degree
horizontal sensing angle.
BENEFITS Reduces system false alarms by monitoring for both stages of breaking glassthe initial blow
and the shatter.
SCENARIO Some of the weakest points in the home are those ground level and basement windowsin
some systems the only way to trip the alarm is by motion detection. These sensors, on the other hand,
monitor for the distinct bang and shatter sounds of a window or glass door being bashed in. So if someone
were to kick in a window thats not near a motion detector, this sensor, if it were close enough, could alert the
system of an intruder.
Do you have any big windows at ground level or in the basement?
Does your garage have windows?
How many windows do your childrens rooms have?
Companion Products
Door Sensor
Motion Detector
Ping Camera
FAQs
1.How big is the GB2? The device is approximately 2.6 wide, 3.9 tall, and 0.9 deep.
2. What is the expected battery life? 3-5 years depending on how noisy the environment is. Installing the GB2
near loud speakers that are constantly running will drain the batteries faster.

HD300W Outdoor Camera

RESTRICTIONS:

1.Must be installed by a Smart Home Pro
2.You must contact Customer Service to schedule a technician to move the device
3.Cannot be mounted higher than 11 feet
4.Cannot be remotely aimed
5.Limit of 4 total cameras per system
HOW TO SELL:
FEATURES This 1280 x 800, AC-powered, outdoor surveillance camera provides high-quality and recorded
video through Wi-Fi connectivity.
Vivints major outdoor security component
Designed to be durable and waterproof
Records in both day and night modes
Footage is recorded and can be stored on Playback with Space Monkey
62 degree vertical and 38 degree horizontal fields of view
BENEFITS The remote viewing capabilities and high-quality video allow customers to track and view
all activity within the radius of their home. The system, through Vivint SkyControl, provides email or
smartphone app alerts with video clip attachments of activity that triggers the cameras sensor.
SCENARIO Lets say several of your neighbors often walk their dogs around the neighborhood.
Unfortunately, it appears that at least one of the neighbors isnt taking responsibility for the gifts his dog is
leaving on your grass. After discovering one of these gifts in the yard one afternoon, you scan through the
video from the outdoor camera and identify the perpetrators. You are able to have a neighborly conversation
about your concern and hopes that your lawn remains unsoiled from this point on.
Most people have security concerns over their back doors, are you the same way?
Where would you prefer to put an outdoor camera?
Companion Products
Playback
Doorbell Camera
FAQs
1.Is there audio available with the video? No
2.What video formats is it saved as? MPEG-4
3.Does this have both a day and night mode? Yes

Key Fob

RESTRICTIONS:

1.Buttons will only work within 350 ft range of the panel.
HOW TO SELL:
FEATURES The Fob enables you to turn the alarm system on/off before entering or exiting the home. You
can trigger panic alarms to call the monitoring station. If lamp modules have been installed, you can use the
key fob to turn all system-controlled lights on or off.
SCENARIO This is a great accessory to have if youre not as dependent on your smartphone as lots of other
people. The FOB allows you to remotely arm and disarm your system. It functions in much the same way
as your car key remote works. Its useful with houseguests, you can give them the FOB so they can arm and
disarm and unlock doors as they need to come and go.
How much do you use your smartphone throughout the day?
Do you have a key fob for your car?
Panic Pendant
RESTRICTIONS:

1.Button will only work within the 300ft range of the panel.
HOW TO SELL:
FEATURES The panic button remote is designed to transmit an emergency signal from any location within
the range of the panel whether the system is armed or disarmed.
The pendant can be programmed to alert with either an audible, or silent alarm.
Pendant is small and lightweight enough to be tucked away inside a pocket or worn on a lanyard or
on a bracelet
Can be permanently mounted in a convenient location.
SCENARIO The Panic Pendant is ideal for elderly individuals or just as an extra security measure. The
pendant provides easy access to help in case something were to happenits great because it gives families
an added measure of peace of mind and another way to remotely set off the alarm. It works similar to the
idea of the panic button on your cars key chain.
Have you seen commercials or ads for emergency pendants?

Garage Door Controller

RESTRICTIONS:

1.Must be installed by a Vivint Certified Smart Home Technician
2.Only works with Sectional Garage Doors
3.Not for garage door operators manufactured prior to 1993
HOW TO SELL:
FEATURES
Connects to the panel through Z-wave, so no Wi-Fi signal is required
Tilt sensor allows for customers to see if their door is currently closed or open
BENEFITS The Garage Door Controller allows customers to remotely control their garage door from their
panel, or smartphone app ensuring that the garage and home stay secure.
SCENARIO For a lot of families the main point of entry in the home is actually through the garage. Kids are
always in and out and often leaving the garage wide open and all the things in the garage vulnerable to theft.
The garage door controller can tell you if the door is open or closed and then allow you to either close it and
protect your things or open it to, say, let the dog-sitter in or let the UPS man leave packages in the garage
rather than the front porch.
Have you ever had to drive all the way back home just to make sure you closed the garage door?
Have you ever had delivered packages sit out on your doorstep all day?
Companion Products
Door Lock
Outdoor Camera
Doorbell Camera
FAQs
1.Does it require batteries? No, it has an AC adapter

Firefighter Smoke Audio Detector

RESTRICTIONS:

1.Device needs to be placed within 6 inches of a linked smoke detector
2.Cannot be installed if the existing hardwired system does not function properly
HOW TO SELL:
FEATURES Firefighter is the preferred product for customers with existing hardwired smoke detectors.
It is designed to listen to the alarm sounds of existing, hardwired smoke detectors. Firefighter will transmit
a signal to the control panel which, if connected to a central monitoring station, will dispatch the fire
department.
BENEFITS Saves money by installing only one Firefighter Smoke Audio Detector. You can reuse hardwired
smoke detectors with your new Vivint SkyControl panel.
SCENARIO I see that you have hardwired smoke alarms, our Firefighter Detector will allow us to connect
these already existing detectors to your Vivint SkyControl panel. That way, if there ever is a fire, the Vivint
SkyControl wastes no time calling emergency personnel to get the situation taken care of.
Are these hardwired smoke detectors?
Does your home already have wired smoke detectors?
Companion Products
Carbon Monoxide Detector
FAQs
1.Would I be able to change the batteries? Yes
2.How long does the battery last? 5 years
3.How far is the wireless signal range? 700 ft

Echo

RESTRICTIONS:

1.Cannot unlock doors
2.Cannot disarm system
3.Cannot open garage doors
4.Customer must have Wi-fi
HOW TO SELL:
FEATURES The Amazon Echo is your hands-free connection to your home. Stream music by asking it to
play your favorite song. Lock your doors or turn on your lights without having to find your phone or walk to
your panel. Not near your Echo? No problem. It has far field voice recognition technology that will hear you
across the room, even when the music is playing! Teaming with Amazon has allowed Vivint to bring the latest
in voice control to your Vivint Smart Home. With Echo, you can use your voice to:
BENEFITS If you are not close to the Vivint SkyControl panel or youre not available to navigate your app,
you can still interact easily with your smart home with Echos hands off abilities. Echo provides many media
and entertainment options all accessible with easy voice commands.
SCENARIO How many times have you had that panicked moment while youre sitting at your desk at work
and you think Oh no, did I turn the curling iron, or coffee off? This little module plugs straight into the wall
and can help you to turn devices plugged into it on or off. No more of those nagging worries at work or at the
store, just pull out your phone and check the status of those appliances.
Lock doors
Arm your system
Change the temperature
Close your garage door
Listen to music and podcasts through various streaming services
Place orders through your Amazon Prime account
Listen to audiobooks
Access weather and traffic reports
Create shopping and To-Do lists and many other capabilities
Do you enjoy listening to music?
Do you ever purchase products from Amazon?
Have you used voice command programs with a smart phone or tablet before?
Companion Products
Door Lock
Thermostat
Appliance Module
FAQs
1.How do I set it up with my Vivint system? You simply enable your Vivint Sky Skill through a
companion app thats used with the Echo.
2.Can Echo unlock or disarm my system? No, we built safety features where this cannot be done
through voice command

Small Appliance/Lamp Module

RESTRICTIONS:

1.300 Watt, 15 Amp maximum load for both outlets
HOW TO SELL:
FEATURES With your Vivint lighting and small appliance module, you can remotely control the power to a
range of common household devices from curling irons to coffee pots and lamps. The modules can be placed
on a schedule to automatically turn on or turn off specific appliances at specific times of day.
BENEFITS The module plugs into any wall outlet. Appliances are plugged into the modules side outlet
allowing for an easy install. The module then allows users to remotely control the power to small appliances
via the app and panel.
SCENARIO How many times have you had that panicked moment while youre sitting at your desk at work
and you think Oh no, did I turn the curling iron, or coffee off? This little module plugs straight into the wall
and can help you to turn devices plugged into it on or off. No more of those nagging worries at work or at the
store, just pull out your phone and check the status of those appliances.
Have you ever left the house and realized you left the iron or coffee on?
Companion Products
Vivint SkyControl Panel
Thermostat
FAQs
1.What devices are supported? Anything that can be plugged in and meets the output requirements.
2.Can these be managed with schedules? Yes

Doorbell Camera

RESTRICTIONS:

1.Only one Doorbell Camera per system
2.Sales prohibited in Connecticut, Hawaii, Maine, Massachusetts, New Mexico, Oregon, and
Washington
3.Requires an existing, working, wired (12V, 1A) doorbell
4.Wireless internet connection with minimum 1 Mbps upload/download speed
5.Limit of 4 total cameras per system, doorbell camera counts towards the 4 total
HOW TO SELL:
FEATURES The Doorbell Cameras person detection technology utilizes video analytics software to detect
when someone approaches your front door. Whether a family member or a delivery person or an unwanted
visitor comes to your door, the camera comes to life and immediately records video and sound to your
handheld device or smartphone.
Adjustable person detection sensitivity
Doorbell alert chimes through both the Vivint SkyControl Panel and the App
Easily replaces existing doorbells
Provides two-way-talk communication with the App
BENEFITS If youre away from home and dont have a way to monitor your door, a doorbell camera not only
captures video in real time but stores it for later viewing. Simply review the doorbell camera footage at your
convenience to keep abreast of all the comings and goings of your home.
SCENARIO The Doorbell Camera is like the Smart Homes version of your doors traditional peephole. It
allows you to see who is at your front door and have a brief conversation with the neighbor, the deliveryman,
your mother-in-lawyou can potentially be anywhere in the world and see and talk with someone on your
doorstep. It simply and quickly replaces your existing doorbell and once its connected to Vivint SkyControl
youre set with revolutionary front door technology.
Have you ever used one of those peepholes that a lot of front doors have?
Have you had a delivered package sit on your porch out in the open for most of the day?
Companion Products
Outdoor Camera
Playback
Door Lock
FAQs
1.Does it have night vision? Yes
2.Is there 2-way talk? Yes
3.How can I view the camera? Through your panel or mobile devices

DW21 Recessed Door Contact

RESTRICTIONS:

1.Operating temperature range of 32 to 120F (0 to 49 C)
2.Cannot be installed on sheds, or accessory buildings
HOW TO SELL:
FEATURES
This sensor inconspicuously monitors the opened and closed state of a door.
White and brown plastics help sensor blend in with most doorframes.
The design allows a user to easily remove the sensor to change batteries when necessary.
SCENARIO Maybe theres a home office that needs to stay closed while the kids are at home with the
babysitter or a garage or back door that youd like to make sure stays secure, the door contact allows you to
monitor all of those things.
Companion Products
Door Lock
Thermostat
Glass Break Sensor
DW11 Door Window Sensor

RESTRICTIONS:

1.Operating temperature range of 32 to 120F (0 to 49 C)
2.Cannot be installed on sheds, or accessory buildings
HOW TO SELL:
FEATURES The Vivint DW11 is a sensor device that can be installed on doors, windows, and other objects
such as cupboards or dressers in order to monitor open and closed states. The DW11 transmits a signal to the
panel when the magnet is moved away from the DW11 sensor.
SCENARIO Everyone has that closet that they dont want people rummaging around in, whether its a
medicine cabinet, gun safe, or liquor cabinet, the DW11 can provide you with notifications any restricted area
is accessed. The sensor is vital to monitoring the open or closed states of access points to the home such as
windows or sliding doors.
Companion Products
Thermostat
Glass Break Sensor

CT100 Thermostat

RESTRICTIONS:

1.Not compatible with HVAC systems with proprietary controls
HOW TO SELL:
FEATURES Your Vivint Smart Thermostat will save money and energy when you make the most of its
scheduling options and remote access via your smartphone or tablet.
BENEFITS The CT100 Thermostat allows customers to create customizable schedules that fit needs of
household members, while keeping cost of utility bills down.
SCENARIO One of the most effective ways to save money on your energy bill is to regularly adjust the
thermostat when youre not in the home. However, a lot of people forget to do this, it can be somewhat
tedious and hard to remember. With the Vivint SkyControl system and the CT100 you can use the Vivint
app to regularly and remotely adjust the temperature your thermostat is set at.
Have you upgraded your thermostat since you moved into the house?
Do you regularly adjust the thermostat when you leave the house?
Companion Products
Vivint SkyControl
FAQs
1.Are there preset schedules available? Yes
2.How accurate is it? Its accurate to the .5 degree
3.Can you control the Thermostat from the app? Yes, the thermostat
can be controlled from the panel, app, or the thermostat itself

Deadbolt/Lever Lock

RESTRICTIONS:

1.Deadbolt Door Lock must be installed in place of an existing deadbolt door lock
2.Lever Lock can only be installed when there is not an existing deadbolt door lock
HOW TO SELL:
FEATURES Vivints door lock communicates wirelessly with your touchscreen panel, allowing you to:
Lock and unlock your doors from anywhere
Receive notifications when someone enters your home
Input personal or temporary access codes
BENEFITS You can lock or unlock your dead bolt remotely via the app, provide different user codes to each
family member to monitor when different members use the door lock and even assign temporary codes to a
neighbor, house sitter, or guest.
SCENARIO One primary way we can provide easy accessibility and security is with our door locks. Imagine
youre on vacation and the dog sitter needs to get in the houseeasily done, you can either unlock the door
via the app, or you can give them, or any other guest, a temporary code assigned to them. Thus keeping you
aware of when someone is in your home.
Have you ever locked your keys in the house, or have your kids ever forgotten their key to the
house?
How often do you have guestsgrandparents, friends, aunts, unclescome and visit?
Companion Products
Element Thermostat
Doorbell Camera
FAQs
1.Can cold weather affect the dead bolt? Yes, it can more quickly deplete the batteries
2.Do I need a code to lock the door? No, the door locks automatically when shut
3.What are the color options? Bronze (pictured) Silver (pictured), and Brass.

CO3 Carbon Monoxide Detector

RESTRICTIONS:

1.This product must be installed by a licensed Vivint Smart Home Technician
HOW TO SELL:
FEATURES This is a wireless carbon monoxide detector that detects and warns when carbon monoxide is
present (CO is usually caused by fumes emitted from applicances, furnaces, fireplaces and auto exhaust).
BENEFITS The detector takes readings from both low CO levels that may be hazardous over long periods
of time to high concentrations that present an immediate danger, providing customers with protection during
any possible CO dangers.
How many CO detectors do you currently have in the home?
Have you updated the CO detectors recently?
SMKT3 Smoke Detector

RESTRICTIONS:

1.Firefighter is recommended for customers with existing wired in smoke detectors
2.Does not function as a carbon monoxide detector
3.A licensed Vivint Smart Home Technician must install the device
HOW TO SELL:
FEATURES The SMKT3 not only detects smoke, but also uses photoelectric detection technology to sense
increases in heat and smoke types as well.
BENEFITS When the SMKT3 detects excessive changes in temperature or smoke, it will automatically sound
your alarm and contact our award-winning monitoring team through your control panel to send help. Vivints
smoke detector is engineered to detect both the quick billowing smoke and the slow smoldering smoke to
potentially alert you before the fire and smoke damage is irreparable.
Have you updated the Smoke Alarms recently?
How many smoke alarms do you currently have in your home

2016 My Manual

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Sales Training Manual

Introduction Winning the Right Way

The Sales Cycle Code of Conduct

801-000018-001 2015 Vivint, Inc. 1

2 2014 Vivint, Inc.

THE ART OF PERSUASION

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THE SALES CYCLE

THE SALES CYCLE

4 2014 Vivint, Inc.

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6 2014 Vivint, Inc.

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8 2014 Vivint, Inc.

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1. THE MOST LIKELY CUSTOMER

MAKING GOOD CONTACTS

10 2014 Vivint, Inc.

ACTIVITY: NEIGHBORHOOD KNOWLEDGE

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KEEP TRACK OF YOUR AREA

12 2014 Vivint, Inc.

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In order to be considered qualified to purchase a Vivint System, a customer must meet

1. Homeownership: If a customer is not a homeowner they

14 2014 Vivint, Inc.

As valuable as observation is to the Sales Cycle in coming to an understanding of your

2015 Vivint, Inc. 15

ASK (Qualifying Questions)

EXAMPLE: REP: What line of work are you in?

1. REP: Do you think smart technology is convenient?

Did [reference] tell you I was going to stop by?

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18 2014 Vivint, Inc.

EMOTION vs. LOGIC

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FEATURES vs. BENEFITS:

ACTIVITY: FEATURES and BENEFITS

Product Features Benefits

20 2014 Vivint, Inc.

META-VERBAL COMMUNICATION: NOTES:

THE PITCH: Door Approach

2015 Vivint, Inc. 21

3. GETTING IN THE HOUSE

THE DOOR APPROACH

The formula for a successful door approach is as follows:

1. WHO YOU ARE

2. WHAT YOU ARE DOING

3. WHATS IN IT FOR THEM

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24 2014 Vivint, Inc.

CHARACTERISTICS OF A GOOD WALK THROUGH

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When handled correctly, overcoming not. Being able to effectively overcome

26 2014 Vivint, Inc.

CUSTOMER: I got 3 guns and 2 biceps for anyone that tries to

2015 Vivint, Inc. 27

ACTIVITY: Please Write in the Space Below:

THEY SAY YOU SAY

I have a dog How would this benefit a person with

THE SIX OBJECTIONS

1. Spouse Isnt Home

BRING THEM UP FIRST

1. QUALIFY (Observe and Ask)