WWW homeAdvisoryService Co Uk

V5 2009
www.HomeAdvisoryService.co.uk
We are the largest cost cutting
service in the UK!
Our mission is to simply save people

money.
Utilities
Both Gas and Electricity Deregulated a long time ago.
All utilities used to be owned by the government but they were

privatised many years ago. Now the consumer can choose who
they want to supply them with Gas and Electric.
This created a competitive market with competitive prices.
There are over 20 million gas consumers and over 26 million

electricity users in the UK.
Deregulation
• 1986 – British Gas privatised
• 1989 – REC’s privatised
• Early ’90’s – beginning of competition in gas supply for industrial

and commercial customers
• 1994 – 100,000 kWh market opens
• 1996 – competition in domestic gas supply begins
• 1998 – competition for domestic electricity and small business

customers
What Changes?
• Not much….
• All energy suppliers use the same distribution companies

for the safe and reliable delivery of gas and electricity to
your home
• The real differences are:
The price you pay

Who the bill is from
What Doesn’t Change
• Same gas
• Same electricity
• Same pipes, wires and meters
• Same emergency numbers
The Supply of Electricity to
your home
Electricity before Deregulation
• REC – Regional Electricity Company

• PES – Public Electricity Supplier
• The REC’s transport the electricity and

also supply the electricity
Electricity after Deregulation
- npower
- edf
2 Main Types of Electric Meters
Standard
This is the normal meter customers have and it means that
their electric is measured the same whether they use the
electric during the day or the night. Electric is post-paid.
Economy 7
This kind of meter has 2 readings on it which are daytime
and night-time because the different periods of the day are
charged at different rates. Electric is post-paid
Economy 7
• A storage heater is an electrical appliance which stores heat at a time

when base load electricity is available at a low price, usually during the
night, and releases it during the day. Heat is usually stored in clay bricks
or other ceramic material because of its low cost and high specific heat
capacity.
• Storage heaters are usually used in conjunction with a two-tariff electricity

meter which records separately the electricity used during the off-peak
period so that it can be billed at a lower rate. In order to derive any
benefit from a storage heater, the house must be on a special electricity
tariff. In the United Kingdom, the Economy 7 tariff is appropriate.
• Many units contain a conventional electric heater which can be used to

give a boost in heat output during the day. If this feature is relied upon too
much, a lot of peak time electricity will be used and the storage heater
will prove expensive to run.
Storage heaters have several drawbacks:
• If insufficient heat has been stored, for example if there is an unexpected

period of cold weather, then any extra heat needed will have to be
produced using full-price electricity.
• If too much heat has been stored, then sooner or later the heat will be
released into the room whether it is needed or not.
• Storage heaters are very heavy and somewhat bulky, due to the material
used to store heat.
Storage heaters have declined in popularity due to these drawbacks and

the low cost of gas-fired central heating. However, many new properties
in the UK are built with storage heaters, and their inspection/maintenance
costs are less than gas.
The Supply of mains Gas to
your home
New Supplier
Gas Central Heating
• A conventional system has two water tanks in the loft, a large ‘cold water
storage tank’ and small ‘feed and expansion tank’.
• The ‘cold water storage tank’ draws water from the cold water mains to
refill.
• Water from the storage tank feeds
cold water down to the cylinder
(normally in the airing cupboard).
• The central heating boiler will heat

the cylinder and converts cold water
to hot, this then enables the cylinder
to release gallons of hot water to
taps throughout the house.
• The ‘feed and expansion tank’ is

usually smaller and maintains the
correct level of water in the heating
system. It also allows for expansion
of the water in the radiators and
pipework when it gets hot.
• A real benefit of this system is that showers, taps and running baths
can be drawn in any room at the same time; not all systems can do
that.
• If the cylinder does run out of hot water it will have a fast recovery
rate of 25 to 30 minutes (with a new boiler and cylinder).
1 Main Type of Gas Meters
Standard
This is the normal meter customers have and it means that their gas is
measured the same whether they use the gas during the day or the night.
The Environment
Generating Energy
The principle of electricity generation was discovered in 1831 by Michael

Faraday, when he realised that a small current could be generated in a
loop of wire rotated between the two poles of a stationary magnet.
Electricity generation today is essentially this same process. Naturally,
it's on a much larger scale, and in fact the magnet is rotated while the
wire is stationary.
The way in which the magnet is rotated is the key difference between the
different types of modern power stations.
1. Non Renewable Gas and Coal generated sources
2. Clean/Renewable Wind, water, solar etc
Natural Gas Generation
The use of natural gas in electricity generation has increased dramatically

in the UK over the last decade, and now accounts for about one third of
UK needs. The Combined Cycle Gas Turbine (CCGT) technology is a
common recent choice for power plants in the UK. That's because of its
competitive cost, construction time, reliability, efficiency and
environmental considerations.
At the heart of this power plant design are two gas turbines. These are
fuelled by natural gas which, when burnt, heats water into steam. The
steam then drives an electricity generator, rotating it to supply electricity
to the National Grid. Extra electricity is generated by feeding the exhaust
gas from each gas turbine into a Heat Recovery Steam Generator (HRSG).
Coal Generation
Coal has been the mainstay of electricity generation in the UK for the past
fifty years and still plays a very important role, accounting for another
third of the total UK generation. The coal is delivered mainly by rail and a
conveyor belt takes it up to the boiler bunkers for immediate use, or to
the storage area for use at weekends or in emergencies.
Next, the coal is ground as fine as face powder in the pulverizing mills,
then mixed with warm air, before being burned in huge boilers. The steam
generated passes through a turbine, making it rotate and generating
electricity which is then fed into the National Grid. The steam, after most
of its energy has been used to drive the turbine, is condensed and turned
back to water and pumped back into the boilers.
Pulverised fuel ash (PFA) is removed from the boiler gases by electrostatic
precipitators before the gases pass up the chimneys. Over 99% of PFA is
removed from the gases in this way and most is sold on as a product for
use in the building industry.
Renewable Energy
1. What is it?
2. Why is it important to us?
Main Utility Companies
British Gas
British Gas Residential Energy
Under the British Gas name in England, the Nwy Prydain and British Gas
names in Wales, and Scottish Gas in Scotland, we supply gas and
electricity to residential customers throughout Great Britain. As well as
energy, we offer millions of customers an increasing choice of
complementary home services.
Our website www.house.co.uk allows customers to manage their bills,

protect their homes, obtain advice on home improvement and help when
moving home.
EDF
• We provide electricity to over five million customer accounts, and are a

major energy generator.
• As one of the largest regulated and private network operators in the UK

we distribute electricity to over a quarter of the country's population. We
are one of the few vertically integrated companies, which means we
manage energy from the moment it's harnessed, to the second it's used,
with expertise in generation, distribution and supply.
• In the last five years we've transformed into a major, national energy
player with the acquisition of the supply businesses of London Electric,
SWEB Energy and Seeboard Energy; the Sutton Bridge, West Burton and
Cottam power stations, and the TXU and Seeboard networks businesses.
We are also one of the largest developers of offshore wind generation in
the UK.
EDF Energy has three key stakeholders: our customers, our people and
our shareholder, EDF Group. We have a duty to them, but we know we
have also a responsibility to the broader community
npower
npower is one of the UK’s leading energy suppliers, supplying electricity

and gas to millions of customers through its acquisition of Midlands
Electricity, Independent Energy, Amerada and Northern Electric.
They are the retail arm of RWE npower, a leading integrated UK energy
supplier, part of the RWE Group. RWE npower operates and manages
flexible, low-cost coal, oil and gas-fired power stations and are developing
innovative energy-related technologies.
RWE Power International offer specialist services covering every aspect of

owning and operating a power plant, from construction, commissioning,
operations and maintenance to eventual decommissioning.
e.on
E.on, the world's largest investor owned energy company.
We're a leading energy supplier, with around 9 million electricity and gas
accounts. We produce electricity from a portfolio of world class power
stations and are one of the leading names in green generation. Our
trading business is also a major player in the UK`s electricity and gas
markets.
Clean, green energy that never runs out...
We've been involved in wind energy projects since 1992 and we're now
one of the largest developers, owners and operators of wind farms in the
UK. We`re also planning to significantly expand both our onshore and
offshore generation.
As part of generating energy from renewable sources we also operate a

range of hydropower schemes, from our large Rheidol scheme in Wales to
smaller scale `run-of-river` schemes.
These schemes bring income, local employment opportunities, potential

tourism and educational interest to the local communities.
Scottish Power
Scottish Power is one of the UK’s leading provider of energy, serving 5

million homes and businesses in the UK.
They generate electricity, operate and maintain large power delivery

networks and provide a full range of energy supply services, including
metering, billing and call centre support.
SWALEC
Atlantic Electric and Gas
Scottish Hydro Electric
Southern Electric
SWALEC, Atlantic Electric and Gas ,Scottish Hydro Electric and Southern
Electric are part of the Scottish and Southern Energy Group which
collectively serve over 7 million customer accounts across Wales, England
and Scotland.
Scottish and Southern Energy are ranked in the top 50 of the FTSE 100
and are the largest generator of renewable electricity in the UK.
With the Scottish and Southern Energy Group you not only receive low
cost electricity and gas but you will also benefit from award winning
customer service.
The Scottish and Southern Energy Group, has been ranked “No. 1 UK
Domestic Electricity Supplier in Customer Satisfaction in the U.K.” by J.D.
Power and Associates. J.D. Power and Associates 2005 United Kingdom
Electricity Supplier Domestic Customer Satisfaction Study SM. Study
based on 2,609 telephone interviews conducted in July-September 2005.
In the 2004 study we were ranked No.1 for gas and in the 2003 study
were were ranked No.1 for both gas and electricity. www.jdpower.com
Note:
It is not possible to switch between the Southern and Scottish group of
companies.
The Sales Script
Hi, my name is *********** and I am calling from the Home Advisory
Service can I speak to whoever is in charge of the household bills please.
The Home Advisory Service is one of the leading cost cutting services in
the UK today. What I would like to do today is a quick calculation to see if
you could be saving money on your gas and electric bills.
I have your post code as.....................
Enter the customer’s telephone number and then click ‘Go’. Make sure you add 44
at the beginning of the telephone number.
Add the post code and click ‘Update’. The page will then refresh and you will
see icons at the top of the page.
Click on the icon that is a light bulb to open the calculator page.
Fill in the Information in the following
sequence:
1. Tick the current spend box at the top.
2. Enter current gas supplier
3. Enter current electric supplier
4. Enter current gas payment method
5. Enter current electric payment method
6. Enter if the customer has Economy 7 or not.
7. Enter Current Gas Tariff
8. Enter Current Gas spend
9. Enter Current Electric Tariff
10.Enter Current Electric spend
11.Choose customers new payment method
12.Calculation is done.
The Calculation
All comparisons are post code specific which means that tariffs are
different for each and every post code area.
Make sure you get the post code correct!!
Compliance
Before I go any further I would like to advise you that this

call may be recorded for quality and training purposes. –
MANDATORY
Current Payment Method Options
Utility Payment Methods Explanation
Fixed Monthly Direct Debit Customer has a pre-agreed amount debited every month from their
bank account. This is set by the customers estimated annual
spend divided by 12. This can be changed by supplier
depending on customer’s actual usage but customer will be
notified prior to any change.
Quarterly (pay on receipt of Customer receives a bill every 3 months. This can be paid by cash,
bill) cheque, postal order or variable direct debit. Customers
frequently refer to this payment as 'paying the bill when it comes'
Pre-payment Customer has a meter with a key or card. The key or card is
“charged” with money and this amount is then able to be used by
the customer. This is the same as a pre-pay mobile, you buy
credit/load and then buy more when you run out. Ask the
customer if they physically insert the key/card into their meter, if
they do this means it is prepayment.
Weekly Payment Customer pays an agreed amount weekly at either post office or
paypoint (automated payment machine). Capture in Calculator
as ‘Quarterly’
Variable Direct Debit The customer receives a quarterly bill but then has the full amount
debited from their bank account so the amount varies each
quarter.
Ask the customer which tariff they are currently on
and then tick on the relevant tariff in the drop down
box.
YOU MUST ASCERTAIN THE CORRECT

TARIFF
The sale will be deemed bad by QA if you do not ascertain the correct tariff
Take note of the following
explanations of tariffs
If you get the wrong tariff then you will be doing an injustice to
the customer
Most customers will not know what tariff they are on so you need to be
able to figure out which tariff they are on.
1. Work out if they are on Dual Fuel or not

2. Find out if they are on an online tariff
3. Read through options that the customer could be on and explain briefly
what each tariff offers.
The following slides will help you understand tariff types and their
structure.
‘I need to find out what tariff you are on at the moment, can you tell
me if it is an Online Tariff where you receive your bills by email. Okay,
do you know if its a Special Tariff or just a Standard Tariff?’
Type Of Tariff Explanation
Standing Charge The standard type of tariff, customer pays a daily standing/service charge
plus one unit charge for all usage.
No Standing Charge Customer does not pay a daily charge but pays a higher rate for the 1st batch
of units used and then a lower rate for all other units used. -
Dual Fuel When customer has both Gas and Electricity from the same supplier and
they pay Gas and Electric by the same payment method.
Capped Customer’s rates/tariff will not go higher than amount agreed for a period of
time. If companies standard rates go down so will customers. -
Fixed Customer’s rates/tariff are fixed for a period of time. These rates cannot go
down if standard rates go down.
Online/Click Customer agrees to manage their account online, this includes; entering own
meter readings online, paying bills online, customer service online and
viewing bill online. Some companies will charge premium rate if
customer calls in to customer services.
Promotional tariffs Customer receives points towards retail vouchers based on energy usage.
(Airmiles/Argos or (see individual product details on site for further details)
Sainsbury’s points)
If a customer offers a Quarterly spend
In order to give the customer an accurate comparison you need to help the
calculator work out the customer’s annual consumption. In the UK
customers use less fuel to heat there home during the summer and more
fuel during the winter. Therefore if the customer gives you a quarterly
amount and the bill is either a winter bill or summer bill you will then have
to do a small calculation and enter the amount as an Annual consumption.
Summer Multiply by 5 and put the consumption in as Annual

Winter Multiply by 3 and put the consumption in as Annual
Autumn Just enter the amount given as Quarterly

SpringJust enter the amount given as Quarterly
If the customer has gas and they heat there home by gas then you would
only do this calculation for the gas, the electric will be entered as a
quarterly amount.
If the customer has Economy 7 and they heat their home by electric you
would then do this calculation only on the electric.
Economy 7
If the consumer doesn’t use

economy 7 then just tick no and
continue
If the customer does use Economy 7

then ask them if they are on an
average usage or ask them to specify
what usage they are on in the drop
down box.
This is important so make sure you ask about Economy 7
The best way to gain this information is to
do it in a conversational way.
1. Can I ask, do you have gas and electric in your home?
2. Oh, that’s good and who are you with for your gas? Is it BG, EDF,
npower, e.on ….. are you with [supplier] for your electric too?
3. I expect you pay your bill by direct debit, am I right? [listen and
gain correct payment method]
4. Can you remember how much your last bill was?
5. All I need to do now is confirm your post code because you’ll

probably know that in each area of the country there are different
tariffs available, can you tell me how your post code starts?
6. for your gas, do you know which tariff you are on; is it an online
tariff, special tariff or a standard one?
7. for your electric I just need to know if you use economy 7, do

you? Ok, do you know which electric tariff you are on; is it a
standard one or something special?
Why does this work?
1. This question helps to always get a positive answer but you need to stress
the and part as it will then seem a valid question ‘gas a-n-d electric’.
2. Make it sound conversational not a direct question. Make sure you give the
customer a few options as to which supplier they are with so it helps their
thought process.
3. This again is not a direct question but an assumption that will give you the
information you need. If the customer pays by DD then they will agree and if
they don’t then they will tell you how they pay in order to correct you. Either
way you find out the details you need but you must listen to their answer.
4. You ask this in an inquisitive way so it doesn’t sound like a direct question.
The customer will normally give you the answer and then you probe for the
details you need.
5. This explains to the customer why you need their post code and also makes
it sound as if the customer themselves know why you need their postcode.
6. This asks for the information but also gives the customer something to think
about as you are giving them an alternative.
1. Before getting the electric tariff you must ask if they are on Economy 7,
most people will answer yes or no, for the ones that don’t know then you
explain what Economy 7 is. Do not ask the customer if they have storage
heaters, always ask if they have Economy 7.
Scroll down to see the results
Click here to see the current tariff rates and details
Click one of the circles to select a tariff to sign up t
Click here to see the new tariff rates and details
If a tariff shows a ‘Yes’ in the online column the customer must have a
personal email address and also agree to online bills as the supplier will not
send paper bills.
Online Tariff or Not
An online tariff is where you receive your bill via email alert
rather than through the post. Once you receive the email alert
you just click on the link within the email to then see your bill or
you can log onto the supplier’s web site anytime yourself. When
you’re on their site you can also enter your meter readings which
means your bills will not be estimated.
How to explain the savings
The calculator is telling me that in total you are spending 1,320 ponds per
year however if you were to switch to npower you could save as much as
324 pounds per year. This means that you now have a choice of either
paying 1,320 pounds or 995 pounds for the same usage. How does that
sound to you?
Note:
If a customer is already with a supplier for one of their

fuels but they want both fuels with the same supplier in
the case of npower the customer cannot be processed as
Dual Fuel, they can only have their second fuel
transferred to their existing supplier by signing for single
gas or electric. This rule only applies for npower.
Tariffs and How You Explain Them.
This tariff is called Energy Online Extra Saver Version 5 Dual Fuel
Standing Charge and for the gas there is a Standing Charge of
8.286 pence per day and you get charged 2.574 pence for every
unit of gas you use. For your electric there is a Standing Charge of
17.06 pence per day and the unit rate is 9.356 pence per unit. You
will also receive an 18% discount on your gas and electric because
you pay by Direct Debit and 1 Tesco Clubcard point for each pound
you spend.
This tariff is called Online Energy Version 5 Dual Fuel Nil Service
Charge, for the first 1465 units of Gas you use each quarter you
will be charged 3.801 pence per unit and thereafter 2.492 pence
per unit. For your Electric you will be charged 10.06 pence per unit
for the first 225 units used each quarter and thereafter 6.71 pence
per unit.
The tariff name is Dual Fuel Domestic Standard, for your gas you
have a Standing Charge of 11.97 pence per day and you are
charged 2.19 pence per unit. For your electric you have a Standing
Charge of 19.38 pence per day and then your Day Rate is 10.42
pence per unit and your Night Time Rate is 4.19 pence per unit.
This tariff is called Online Paperless Billing Dual Fuel, for the gas
there is a Standing Charge of 11.97 pence per day and you get
charged 2.27 pence for each unit of gas you use. For your Electric
there is a Standard Charge of 15.83 pence per day and then you get
charged 9.59 pence per unit for the first 727 units each quarter and
thereafter 9.09 pence per unit. Also because you will be paying by
Direct Debit there is a 6% discount across the whole Dual Fuel Tariff.
This tariff is called Eneryplus Airmiles Dual Fuel, for the gas there
is a Standing Charge of 10.61 pence per day and you get charged
2.37 pence for each unit of gas you use. For your Electric there is a
Standard Charge of 15.83 pence per day and then you get charged
9.79 pence per unit for the first 728 units each quarter and
thereafter 9.28 pence per unit. Also because you will be paying by
Direct Debit there is a 6% discount across the whole Dual Fuel
tariff. This tariff also gives free Airmiles as well and as a joining
bonus you get 150 miles and then 25 miles for each quarter you
remain on this tariff.
This tariff is called Dual Fuel Domestic Standard Online Nil Service
Charge, for the gas you get charged 3.18 pence per unit for the
first 1143 units you use each quarter and thereafter 2.26 pence
per unit. For your electric your Day Rate is 16.62 pence per unit for
the first 364 units you use each quarter and thereafter 10.19
pence per unit, your Night Rate is 4.33 pence per unit. You also get
a 8.5% discount across the whole gas and electric tariff because
you will be paying by Direct Debit.
The tariff name is Fixed Price to 2010 Dual Fuel, for your gas you
will be charged 4.229 pence per unit for the first 1465 units each
quarter and thereafter 2.699 pence per unit plus you get a further
£29.40 discount over the year. For your electric your Day Rate is
18.18 pence per unit for the first 250 units per quarter and then
10.44 pence per unit thereafter. Your Night Rate is 4.34 pence per
unit and also you get a further £21 discount over the year.
Closing
Things to remember:
1. You won’t be able to close a customer if you have

confused them.
2. Customer’s very rarely choose to switch if they are not
presented with a reason to switch.
3. Wherever possible use an alternative close which is built
around benefits.
When looking at the results page there are so many options for you to use
as ways to close using an alternative close. This means you give the
customer the opportunity to choose between 2 options. Explain to the
customer about the different tariffs and then use the below.
• Current annual spend versus projected new annual spend.
• Online Tariff versus Standard Tariff
• Direct Debit versus Non Direct Debit
• Ok, so now you have a choice where you can carry on paying £1,000 per
year with your current supplier or pay £900 per year with [New Supplier],
what would you rather pay £1,000 or £900?
• Ok, so now you have a choice of either having your bill sent to you via the
internet and saving £100 or having your bill sent in the post and saving
£60, which is best for you, the bill via internet or by post?
• Ok, so now you have a choice of saving £100 per year paying by Direct
Debit or saving £60 per year paying the bill when it comes, which is best
for you, Direct Debit or paying the bill when it comes?
Ask the question and then wait for the answer and be quiet!
Most customers will tell you the cheaper option.
Once the customer has given the positive answer you then need to simply
say,
“ok, it will just take me a couple of minutes to sign you up. I have your
post code here as ………..”
“ok, it will only take me a couple of minutes to set you up for these
savings I have your post code here as ………..”
Don’t be scared of telling the customer what you are doing as otherwise
you WILL get lots of objections when you are trying to capture their
details.
Fill in the customers details
• If you click here it will give you the customers address

• Fill in the Date of Birth and the length of stay at the address
• You don't need to get the previous address
Banking Details
• Make sure you click to confirm to make sure the details are
correct.
Direct Debit details and where to
get them.
• Bank Account details are not difficult to get from customers if the
customer knows why you are asking for them.
• Make the customer aware of why you need their Bank Account details and
also the benefits in paying by Direct Debit.
• If you had led a customer to believe that they are only arranging to
receive information and you then ask for their Bank Account details, don’t
be surprised when they don’t give them to you. Would you give a total
stranger your Bank Account details just so they could send you a post
card???
Cheque Book
It is very common for customer’s to have cheque books in the UK

and the sort code is easy to find as it is at the top right corner of
each cheque. The Account Number is at the bottom of the cheque
and is the last series of 8 numbers.
Paying In Slip
Most people in the UK have a pre-printed Paying In Book which is

used to deposit money into the customer’s account. The Sort Code
and Account Number are clearly written on it.
Debit Card and Cash Point
Card
Debit Card
The numbers right at the bottom of the card are the Sort Code
and Account Number if there are no numbers there then the long
number in the middle of the card will determine the Sort Code
and Account number. The last 8 digits make up the account
number and the 6 digits before make up the Sort Code (this is
normally Barclays)
Cash Point Card

This is commonly known outside of the UK as an ATM card and
Read the DD Guarantee if it helps
As you have elected to pay by Direct Debit all your payments are
protected by the Direct Debit Guarantee
This Guarantee is offered by all banks and building societies that take part
in the Direct Debit Scheme. The efficiency and security of the Scheme is
monitored and protected by your own bank or building society.
If the amount to be paid or the payment dates change npower will notify
you normally 10 working days in advance of your account being debited or
as otherwise agreed.
If an error is made by npower or your bank or building society, you are
guaranteed a full and immediate refund from your branch of the amount
paid
You can cancel a Direct Debit at any time by writing to your bank or
building society. Please also send a copy of your letter to npower.
Please note that Home Advisory Service will not take any money from your
account for any transaction. Your details will be held and forwarded to
npower in a secure manner.
What Happens Next
• The customer will receive a confirmation letter/email from the Home

Advisory Service explaining that they will be switching to a new
supplier and also listing their new rates. Letter will arrive in two days,
email same day.
• Within 14 days they will receive confirmation from their new supplier
as to when they will go live.
• Going live normally takes 6 to 8 weeks.
Note:
If a customer has passed their cooling off period they cannot suddenly change their
mind and cancel the switch. If they wish to cancel after the cooling off period they
will have to switch back to their original supplier once they have completed
switching to the new supplier.
Make sure you have:
• Fill in comparison details

• Explain new tariffs using comparisons where possible
• Give the customer the new tariff details.
• Use Mandatory phrases to explain online tariffs
• Use alternative close offering customer savings or new annual
amounts
• Make sure the customer is aware they are being
switched before you start gaining switching details
• Gain customers details
• Read Back customer details and tariff name they are joining.
TPV or Self Verification
• Call the TPV line and once a TPV agent answers the call press
‘Send to TPV’. This will make the record available to the TPV
agent.
• If for some reason you have been authorised not to have the call
transferred to TPV somebody internally will do a Self Verification
for you. Once they deem the sale good they will press ‘Self
Verified’
If there are a large number of self verified sales the option to self
verify will be totally taken away from you.
TPV Handover
[Customer Name], I have completed filling in all the information for you to
switch to [New Supplier Name]. All I have to do now is put you through to
our Verification Team so they can check the details I have taken from you
and also explain what happens next. Please stay on the line.
Agent creates a three way call to (US Number) +1 786 866 4232
TPV
Hello [CSR Name] speaking, you’re through to the Home Advisory Service
Customer Support Team.
PS:This is [AGENT NAME] ID number [AGENT ID NUMBER], the

customer’s telephone number is [Customer CLI] there name is
Customer Name].
WARNING
If you talk too fast the TPV will not understand you!!
TPV Guidelines
TPV
Unknown Supplier
If a customer doesn’t know which supplier they are with, you cannot go
ahead with the verification as we can only give a calculation if we know
the current supplier. Ask the customer if they want the advisor to call
them back once they know the current supplier.

Bank Details to Follow
If a customer does not agree to give their bank details at the point of sale
but wishes to forward them to the new supplier. The agent will tell the
verifier that the customer will forward DD details to the new supplier and
give the verifier the DD savings. The verifier will then advise the customer
what their savings will be once they upgrade to Direct Debit payments.

npower does not allow ‘Sign Online’ tariff to upgrade to Direct Debit after
point of sale.
Scottish Power only accepts Direct Debit customers and therefore
customers cannot upgrade at a later date to Direct Debit.
TPV
Incorrect Quotation Details.

Incorrect Postcode or Supplier or Tariff or Spend or Economy 7 or Current
Payment Method – ‘[Customer Name] unfortunately we have some
incorrect details here so my colleague needs to re-quote, do you mind if I
my colleague to call you back later?’
[Yes] Pass back to Agent and capture status as Fail Rework

[No] Terminate call and capture status as Permanent Failure

Send DD details later
When a customer is currently paying by DD and the agent tells you that
they will upgrade later to DD the agent must give the DD savings to you
so you can quote the savings for PORB and also quote what the savings
would be if the customer pays by DD. You cannot go PORB to DD when
signing npower Sign Online Tariffs.
TPV
Written Information Rebuttal

If a customer asks for written information you may use the below rebuttal
only once during the entire call.
‘Today you are agreeing to switch to [Supplier] which will trigger a

confirmation letter/email from us listing tariff details and also the savings
we have quoted. Part of our process is set so we don’t forward your
information to [Supplier] for the next 3 days. My advice is that if you
decide you are not comfortable switching to [Supplier] then call us within
the next 3 days and we will make sure you are not switched to [Supplier].
Please make sure you call the Home Advisory Service within the next 3
days as otherwise this contract will be processed. How does that sound to
you?’

The customer needs to clearly state they are okay with this arrangement.
TPV
Same Supplier to Same Supplier

If a customer is already with a supplier for a fuel we cannot sign the customer
to the same supplier for the same fuel. This rule also applies to the Scottish
and Southern Group (Atlantic, Southern, Scottish Hydro and SWALEC)
Single Fuel to Dual Fuel – Same Supplier

If a customer is already with a supplier for one of their fuels but they want
both fuels with the same supplier in the case of Scottish Power and npower
the customer cannot be processed as Dual Fuel, they can only have their
second fuel transferred to their existing supplier by signing for single gas or
electric. This rule only applies for Scottish Power and npower as all other
suppliers will offer an immediate upgrade to Dual Fuel.
Scottish Gas
For customers living in Scotland, Scottish Gas is listed as British Gas
henceforth if a customer says they are with Scottish Gas you will see their
existing supplier listed as British Gas.
The following product does not
appear in our calculator
Do Not do Calculations for
Staywarm
Notes:
1. Always make sure the person you are signing up has the authority to make a
decision.
2. The person who gives permission for the switch must be the person’s details
captured.
3. If you are collecting Direct Debit details you must speak with the person who is
the account holder in order to get authority to set up the Direct Debit.
4. When the TPV Team are speaking to the customer you MUST NOT talk or
interrupt at all.
5. If a customer fails the TPV you are not allowed to call the customer back at all.
6. If a TPV agent finds a fault with a sale and arranges for you to call the customer
back the next day you must not call the customer back until the following day.
7. Make sure you capture the postcode in capitals
8. Make sure names and addresses start with capitals.
9. If you are signing a customer up for Prepayment you MUST ask them if they
have any outstanding debt. If they do have outstanding debt, you cannot
process them.
Contact Details
Telephone Number: 0845 1800 300
Address: 3rd Floor, Alexandra House

10-11 Queens Terrace
Southampton
England
SO14 3BP
Email Address: contact@homeadvisoryservice.com
Web Address: www.homeadvisoryservice.co.uk
Common Objections
At the Beginning of the Pitch
Not Interested
This is a knee jerk reaction from the customer because they feel you will
be trying to sell them something. You need to ask them a question to try
and gain their interest. Do not ask them what they’re not interested in
because it is obvious they know nothing about what you have to offer as
you haven’t told them anything yet. Ask…
Have you ever heard of the Home Advisory Service? Explain Home
Advisory Service from script
Do you know what the Home Advisory Service does? Explain Home
Advisory Service from script
At the Beginning of the Pitch
Don’t want to change

I’m happy with my current supplier
This is again normally a knee jerk reaction which should easily be
overcome using the below.
That’s Ok because I am not asking you to change, all we are going to do is

tell you which tariff works best for you. You may find there is another tariff
available with your current supplier that could save you hundreds of
pounds a year.
Let me explain what the Home Advisory Service does……
Have you ever used a comparison service before?
Can I ask, do you have gas and electric in your home?
How do I know you are for real?
How do I know you are unbiased?
Our internet site is www.homeadvisoryservice.co.uk and our customer

service number is 0845 1800 300. Please feel free to check us out.
I have Debt (Current DD Customer)
That’s ok, what will happen is that when you switch to your new supplier
your current supplier will send a final statement. When you receive that
final statement you just call them and get them to spread the payments
for you. They will accept at least a 3 month period for you to settle your
account with them.
I have Debt (Non DD Customer, Non Prepayment

Customer)
That’s ok, it will take almost 2 months before you actually switch to the
new supplier and then your current supplier still needs to send you your
final bill which means you should have plenty of time to bring payments
up to date.
I’m in Credit
That’s a good position to be in and I expect you will be happy to receive a
credit back from your current supplier, am I right?
They will either credit whatever is owing to you straight into your bank
account or they will send you a cheque.
Written Information
I understand [Customer Name] but right now if we process the
application, you will be receiving a confirmation email/letter from Home
Advisory Service within the next two to three hours/couple of days. Our
email/letter will have all the details about the tariff that I have suggested
for you, and it will also have the amount of savings you can make.
You will also receive a confirmation letter from [New Supplier] within the
next 2 to 3 weeks stating the tariff we have just talked about.
What I suggest is, once you receive our confirmation email/letter, go

through the details carefully and if you are not happy with the savings
then call us straight away and we’ll stop the application. If you don’t call
us then you will be enjoying your savings with [new supplier] in about 4
weeks 6 to 8 weeks.
Notes: Normally customers will ask for written information if

they are not convinced or if you have told them you can send everything
to them in writing before you have actually closed the sale.
Won’t give Direct Debit details
Notes:
The number one reason customers don’t give DD details is because they have
been led to believe that they are agreeing to being sent information only. You must
make sure the customer knows that you are signing them up.
When explaining the tariff to the customer make it clear the tariff is a Direct Debit
tariff.
Some customer’s believe giving their bank details over the phone is dangerous
because of press articles, however these articles don’t mention the following:
– Banking details are on every leaf of a cheque book.

– People send cheques in the post because it’s deemed to be a safe way to send money and
pay bills. Post is often stolen.
– Banking details are on all pre-printed credit slips.
– Companies advertise their banking details in order to receive payments.
– Charities advertise their banking details in order to receive donations.
– To write a cheque you need a pre-printed cheque in the first place.
– To cash money you need ID
– To take money via direct debit you need to be pre-approved which is a lengthy process and
then the customer is covered by the Direct Debit Guarantee.
Always read the Direct Debit guarantee before asking for the Direct Debit details.
Calling Etiquette
• Always be polite to the customer
• Do not talk over the customer, listen to them.
• If a customer asks to be added to the Do Not Call list make sure you add
them to the Do Not Call list.
• If a customer says they are on TPS, firstly apologise and then add them to
our DNC list. Do not try and sell to them!
• If a customer asks which country you are calling from tell them the truth.
• Never use profanities as you WILL be instantly dismissed.
• Check all information given to you phonetically.
• If a customer asks you a question make sure you answer the question.
Remember all calls are being recorded and somebody will listen to your
calls so make sure you have nothing you want to hide!
The Beginning

WWW homeAdvisoryService Co Uk

Загружено:

Сведения о документе

Оригинальное название

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

WWW homeAdvisoryService Co Uk

Загружено:

Авторское право:

Доступные форматы

V5 2009

Our mission is to simply save people

All utilities used to be owned by the government but they were

This created a competitive market with competitive prices.

There are over 20 million gas consumers and over 26 million

• 1986 – British Gas privatised

• 1989 – REC’s privatised

• Early ’90’s – beginning of competition in gas supply for industrial

• 1994 – 100,000 kWh market opens

• 1996 – competition in domestic gas supply begins

• 1998 – competition for domestic electricity and small business

• All energy suppliers use the same distribution companies

The price you pay

• Same pipes, wires and meters

• Same emergency numbers

• REC – Regional Electricity Company

• The REC’s transport the electricity and

• A storage heater is an electrical appliance which stores heat at a time

• Storage heaters are usually used in conjunction with a two-tariff electricity

• Many units contain a conventional electric heater which can be used to

• If insufficient heat has been stored, for example if there is an unexpected

Storage heaters have declined in popularity due to these drawbacks and

• The central heating boiler will heat

• The ‘feed and expansion tank’ is

The principle of electricity generation was discovered in 1831 by Michael

1. Non Renewable Gas and Coal generated sources

2. Clean/Renewable Wind, water, solar etc

The use of natural gas in electricity generation has increased dramatically

2. Why is it important to us?

British Gas Residential Energy

Our website www.house.co.uk allows customers to manage their bills,

• We provide electricity to over five million customer accounts, and are a

• As one of the largest regulated and private network operators in the UK

npower is one of the UK’s leading energy suppliers, supplying electricity

RWE Power International offer specialist services covering every aspect of

E.on, the world's largest investor owned energy company.

Clean, green energy that never runs out...

As part of generating energy from renewable sources we also operate a

These schemes bring income, local employment opportunities, potential

Scottish Power is one of the UK’s leading provider of energy, serving 5

They generate electricity, operate and maintain large power delivery

I have your post code as.....................

Make sure you get the post code correct!!

Before I go any further I would like to advise you that this

YOU MUST ASCERTAIN THE CORRECT

1. Work out if they are on Dual Fuel or not

Summer Multiply by 5 and put the consumption in as Annual

Autumn Just enter the amount given as Quarterly

If the consumer doesn’t use

If the customer does use Economy 7

This is important so make sure you ask about Economy 7

1. Can I ask, do you have gas and electric in your home?

4. Can you remember how much your last bill was?

5. All I need to do now is confirm your post code because you’ll

7. for your electric I just need to know if you use economy 7, do

Click one of the circles to select a tariff to sign up t

Click here to see the new tariff rates and details

If a customer is already with a supplier for one of their

1. You won’t be able to close a customer if you have

• Current annual spend versus projected new annual spend.

• Online Tariff versus Standard Tariff

• Direct Debit versus Non Direct Debit

Most customers will tell you the cheaper option.