steps to enrolling a customer - ambit saves u...

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Steps to Enrolling a Customer

1 SUMMARY OF STEPS REQUIRED

Now that your prospect has said “Yes” to being a customer, what do

you do? Here is a summary of next steps.

1. Getting Their Information (Copy of the Bill)

2. Selecting the Best Plan for Them

3. Putting it in the System

4. Explain the Process of Verifying Them and Verifying Their Account

5. Explaining the Switchover/Process

6. Tracking from Verified to Energized

7. Setting Up Their Customer Account

8. The Renewal Process.

We will be covering each step in detail in the following pages.

2 GETTING THEIR INFORMATION

When enrolling a customer, the information you gather could vary by

state. Ambit Energy separates the information gathered into 2

categories. The first is Texas and the second is All Other Markets. In


Texas, Ambit Energy functions as an incumbent provider; therefore, the

process is different. If you have a Texas customer, please listen to the

audio training session on Customer Gathering in Texas on our website

www.ambitsavesu2.com.

This Customer Gathering in Texas call can also be heard via phone at

530-881-1219 Id: 272-131-167# Reference # 75.

In this guide we will focus on what is required in All Other Markets.

When enrolling a customer, you have the option to enroll them from

your website electronically or using a manual Customer Enrollment

form that Ambit provides. See sample form at the end of this section.

In order to enroll them from your website, go to

www.XXXX.joinambit.com. The web alias you used when you set up

your business plus .joinambit.com, is the only site you have for

customer enrollment.

On the following page is a screen shot of what that site looks like. If

you notice, I have entered my web alias – i.e., in our case it is usave12

followed by .joinambit.com.

http://www.ambitsavesu2.com/

http://www.xxxx.joinambit.com/


The information we need from the prospect in All Other Markets is as

follows:

Zip Code – This is the zip code for the service address

Gas and/or Electric Account Number – this is typically on the first page

of the customer’s bill; however, in some markets we have to use

another number. Sometimes it is called the Customer Choice Number,

Service ID number or other names. On your site under the account

number there is a Where is this link. When you click on it, you will see

the number that is needed in the account number field.

If you have any other questions as you move through the enrollment

process, check the State Profile in your Powerzone under Ambit

University to make sure or call Consultant Support. If you use the

wrong account number the customer may be rejected and you have to

go back to them and ask them for the correct number.


Name as it Appears on the Bill - This is must be exactly as it shows on

the bill. For example, if the middle initial shows on the bill, it must be

on the Ambit Energy enrollment form or entered into the electronic

form on you .joinambit.com site.

Address – This must also be exactly as it shows on the bill. For

example, if the word Street is abbreviated on the bill it must also be

abbreviated when you enter it on the enrollment form.

Phone Number – This must be the phone number they had when they

opened the account with the incumbent. This can be a little tricky

because people often do not remember what phone number the

incumbent has on file. The only thing that you can do is rely on the

prospects memory.

Email Address – In order to complete the enrollment process, a client

must have an email address. This is something that most senior citizens

may not have. Therefore, you may have to assist them with setting up

an email address in order to get through the enrollment process.

Also be aware of the following items:

1. You must check the appropriate boxes when asked. For example,

are you 18 years or older,

2. If the billing address and the service address are different, please

identify each.


3 SELECTING THE BEST PLAN FOR THEM

Once you enter the zip code, the system will ask whether the customer

is Residential or Commercial. Once you make a selection, you will then

be asked what provider the client currently has. Once the current

provider is selected the plan options will display with the rates and type

of service. In some markets we have a 2% or 3% Guaranteed Savings

over the incumbent provider. What does this mean? This means that

the rate is variable throughout the year (the customer is already on a

variable plan with most incumbent providers). However, at the end of

the term, usually 12 months, Ambit Energy guarantees that the

customer will save either 2% or 3% or MORE (depending on the state).

Ambit Energy does a reconciliation at the end of the period and if the

customer has paid more Ambit issues a rebate check.

4 PUTTING THE BILL IN THE SYSTEM

When entering the zip code in the system, make sure it is the service

address and not the billing address. Use the correct billing address in

the first address field and the service address in the second address

field.

For states with electricity and gas, only select natural gas if there is no

electricity. If there is both, select the electricity first.

5 EXPLAIN THE PROCESS OF VERIFYING AND THEN VERIFY THE ACCOUNT

Ambit Energy has a third party company verifying that the customer has

selected Ambit as their energy supplier. This is a necessary step and

legally required to prevent slamming and other activities that do not

have the customer’s permission.


Once the customer has their Ambit account number or as we call it

their A number. The A number begins with an A followed by 7 number.

For example, A1234567. There is a phone number that appears on the

same page with the A number that asked them to call the automated

verification system to verify that they have selected Ambit Energy as

their supplier. That number is 866-942-6248. Before the customer

makes the call make them aware of the Terms of Service Agreement

because they will be asked if they received it.

The verification conversation will confirm:

Address and contact information

That they wanted to switch

Which plan selected

That you have received the Terms of Service Agreement

Completing the verification process right after signup is usually FAST

and the most efficient way to make sure it is done. If you are with the

customer or have them on the phone do it NOW.

You must let the customer speak. You are NOT TO SAY ANYTHING. If

the customer says they do not understand something or answers NO to

any questions, the verification process will STOP and the customer will

be referred back to you. The faster you verify the faster you get paid.

6 EXPLAINING THE SWITCHOVER PROCESS

Customers often ask the question about whether Ambit will change

their meters or will there be an interruption of service. Let the

customer know that the switchover process is seamless. That is, there

will be no change in their service. Ambit simply shows up on their bill

as their energy supplier when the timing of the billing cycle allows.


Also, Ambit Energy guarantees that if doing the switch causes

something to happen, we will pay your bill. The only change for the

customer is Ambit Energy appears as a line item on their bill and the

savings they received for the supply portion of their bill.


7 TRACKING FROM VERIFIED TO ENERGIZED

Once the client is verified, it typically takes 24-48 hours for the account

to go to Pending Status. In the Pending Status means several things.

First, Ambit is waiting for the end of the current billing cycle with the

current supplier before the customer is Energized. When a client is in

Pending status, you get PAID any bonuses you are due. Also, there is a

YELLOW dot next to the client’s name when you look at their name in

your Powerzone.

When the dot next to the customer’s name turns GREEN the account is

energized and generating your residual income depending on where

they are in your organization.

8 SETTING UP THEIR CUSTOMER ACCOUNT

Each Ambit Energy customer gets a FREE website. Once they get an A

number, their website is ready to setup. Just like your customer

enrollment site, the customer also gets a customer enrollment site as

well. Their website address begins with their

A number .joinambit.com. See screen shot on the following page.


Once the customer’s website is setup. They can track gas and/or

electric usage, change plans, pay their bill, track travel rewards and use

the website as a way to refer friends and family as they work toward

FREE ENERGY.


9 THE RENEWAL PROCESS

Each Ambit Energy customer is a doorway to other relationships for you

as their Consultant. Renewal time offers a unique opportunity to

demonstrate your value as their consultant and solidify the relationship

you have with them. It also offers you the opportunity to ask for

referrals from your satisfied customers.

Your Powerzone has a widget that allows you to track each of your

personal customers that come up for renewal. This widget is available

for you to move to your Dashboard. When a customer appears in this

widget as coming up for renewal, it’s your time to call them and let me

know that renewal is coming.

10 STEPS TO TAKE FOR RENEWAL

When you contact the customer ask them if they want to login to their

account via their website or if they want you to help them with it.

Regardless, of what their response it, you need to make sure you are a

part of the process. This may mean you are on the phone with them or

you can sit down with them to get it done. During this process, you can

help them to do the following:

Select the plan that is best for them for the new term

See their travel points and determine what trips they qualify for

Show them how to use their points

This is an excellent time to also ask for customer or consultant referrals.

Remember this customer is the doorway to others that may need the

service or they may know people that are looking for an opportunity.


Introduce the client again to the opportunity to get FREE ENERGY. You

could say….” Mr. Jones, you still have the opportunity to earn FREE

ENERGY… do you remember how our FREE ENERGY program works?”.

Use the FREE ENERGY flyer to explain it again and let the client know

that you will help them work their list.

At this meeting you can also let the customer know that the your

company is expanding and looking for independent business owners.

You could say… “Mr. Jones, Ambit Energy is expanding and we are

looking for independent business owners who qualify… Do you know

anyone that is looking for an opportunity? You could also narrow this

to … “Do you know anyone in other states that may be looking for an

opportunity?” Regardless of the response, let Mr. Jones know that we

will stay in touch in case he comes across anyone.

11 ON-GOING FOLLOW-UP

The success of your Ambit Energy business is based on the long-term

relationships that you establish. Follow-up with customers is a crucial

part of that. Here are some follow-up activities that must become a

part of your business.

• Each year on the customer’s anniversary date (send thank you

cards or little gifts)

• Anytime a new market opens up let them know (these are

possible referrals toward free energy)

• Anytime the rates are doing extreme things (let them know it will

be ok, Guaranteed Savings) – Email list!

• When Ambit does cool things like receives new awards email

them.

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