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Advanced Enrollments Part 1FACILITATOR GUIDEOverviewTarget AudienceLearners attempting to certify with TXU EnergyDescriptionThis module is designed to review, roleplay, and demonstrate concepts from “Introduction to AdvancedEnrollments Part 1” completed in self-paced assignmentsPrerequisitesWhile there are no required courses as prerequisite for this course, it is highly recommended that the learners have completed self-paced work “Introduction to Advanced Enrollments Part 1.”ObjectivesReview ““Introduction to Advanced Enrollments Part 1””TimingThis module should require approximately 2 hours to instruct.Prepare for ClassResourcesAdvanced Enrollments Part 1 ppt.Active Training Account for DemonstrationsMySearch Articles:FlexPower/Prepaid Move-In QRCPrepaid Move-In Business RulesPrepaid Correspondence Business RulesCreate Move-In Process StepsTXU Solutions Enrollment & Cancellation Process StepsEasy Enrollment Move-InSwitch Process StepsInstructor PreparationReview this module as well as corresponding self-paced “Advanced Enrollments Part 1” modules prior toclass.p. 1

InstructionSlide 1: Introduction to Advanced Enrollments Part 1Important to Know:Time: 2 HoursResources:Advanced Enrollments Part 1 PPTActive Training Account for DemonstrationsFlexPower/Prepaid Move-In QRCPrepaid Move-In Business RulesPrepaid Correspondence Business RulesCreate Move-In Process StepsTXU Solutions Enrollment & Cancellation Process StepsEasy Enrollment Move-In and Switch Process StepsActivities:DemonstrationDiscussionSlide 2: Module ObjectivesObjectivesInstructions:Ask a volunteer to read the objectives.p. 2

InstructionSlide 3: Authentication Self-paced ReviewReviewInstructions:Ask: Any questions from the self-paced module Introductionto Advanced Enrollments Part 1?Slide 4: Transition SlideTransition slidep. 3

InstructionSlide 5: FlexPower Demo & DiscussionDiscussionState: Now it’s time to discuss the FlexPower Enrollments.Instructions:Find volunteers to screen share MySearch.Have agents locate “FlexPower/Prepaid Move-In QRC”, “PrepaidMove-In Business Rules”, and “Prepaid Correspondence Business Rules.”State: The first type of non-standard enrollment we want todiscuss is called FlexPower enrollments. This is the type of enrollment you will complete if the customer wishes to enroll onour prepaid electricity plan, TXU Energy FlexPower. With thisplan, there are no deposits and no credit check required, thecustomer just needs to establish a 50 balance and pay theTDU connection fees in order to start the service.DO: Review the following sections of “Prepaid Move-In Business Rules” with learners: BackgroundWhat is TXU Energy Prepaid Service? RulesCustomersQualifications for TXU Energy Prepaid ServiceProduct Proposal PaymentAutoRecharge Credit & Collections Security Deposit Account MaintenanceContract Account Transactions & ExceptionsHolding Enrollments Customer CommunicationsCommunication MethodCapture Communication Method & Display Fees / Required Connection Balance Fulfillment and Welcome KitsDO: Review “Prepaid Correspondence Business Rules” withlearners. Review the entire document with participants. Besure to emphasize the sections regarding Opting In for TextMessages.p. 4

InstructionSlide 6: FlexPower Demo & DiscussionDemonstrationInstructions: Find volunteers to screen share. Have one agent screen share while another is the customer. Instruct the learners to access the Training Environment. Locate three active account numbers. Have Learners open “FlexPower/Prepaid Move-In QRC”State: The first section of this document shows us the steps forcompleting a FlexPower enrollment using the Easy Enrollmentscreen. Let’s look at those steps now. Have learner display thearticle for the class to see. Roleplay through each step throughStep 8 (this is just prior to where the document begins usingthe MVI Template to create an enrollment).State: After step 8: The next portion of this document shows ushow to use an alternate method to enroll the customer on FlexPower. We’ll come back to that in a few moments. For now,scroll down to Step #14 in Section 2. Roleplay steps 14-22 andadvise after enrolling through Easy Enroll, they should navigate to the BP Addresses tab and verify that the correct boxes are checked and the correct communication informationhas been captured. If not, then use these steps to completethis portion. Roleplay step 23 for the Opt-In process for TextMessaging. Roleplay steps 29-32 to complete the enrollmentprocess for FlexPower. Ask if there are any questions regardingthe process.Do: Allow the participants 15 minutes to practice roleplayingthis process in the training environment (if possible).State: Now let’s walk through the process of how to do a FlexPower enrollment using the Move-In Template.Do: Screen share “FlexPower/Prepaid Move-In QRC.” Scroll backto Section 2 – Create Move-In for Prepaid Service (Using CARE).Have the learners demonstrate the steps to create a FlexPowerenrollment using the MVI Template – including all steps forOpting In.p. 5

InstructionSlide 7: DebriefDebrief A debrief session must be held after every group activity andindividual activity. Do not spend more than 5 minutes on a debrief session. If the debrief is coming after a group roleplay, have the observers share their feedback. You can allow more time for thistype of debrief session.Slide 8: Transition SlideTransition Slidep. 6

InstructionSlide 9: Move-In Template Demo & DiscussionDiscussionState: Now it’s time to discuss the Move-In Template Process.Instructions: Find volunteers to screen share MySearch Have agents locate “Create Move-In Process Steps” Review ProcessState: The Easy Enrollment screen is used in most transactionswhen enrolling new customers; however, should you ever beunable to complete an enrollment using Easy Enrollment, youcan still create the enrollment using the Move-In Templatescreen.Slide 10: Move-In Template Demo & DiscussionInstructions: Find volunteers to screen share. Have one agent screen share while another is the customer. Instruct the learners to access the Training Environment. Locate three active account numbers. Have learners roleplay to demonstrate the ability to correctly process a MVI transaction for an existing BP usingthe Move-In template process.State: We will roleplay the process as you follow along.Do: Complete a roleplay of the process.p. 7

InstructionSlide 11: DebriefDebrief A debrief session must be held after every group activity andindividual activity. Do not spend more than 5 minutes on a debrief session. If the debrief is coming after a group roleplay, have the observers share their feedback. You can allow more time for thistype of debrief session.Slide 12: Transition SlideTransition slidep. 8

InstructionSlide 13: Standalone Enrollment Process Demo & DiscussionDiscussionState: Now it’s time to discuss the Standalone Enrollment Process.Instructions: Find volunteers to screen share MySearch. Have agents locate “TXU Solutions Enrollment & Cancellation Process Steps” Review Enrollment ProcessState: In most cases, if you sell a TXU Solution it will be alongwith the electricity plan they choose, and you will completethis through the Easy Enrollment screen. However, you mayhave an existing customer applying for an additional servicewho requests a TXU Solution be added to their existing electricity plan.In this situation, you will be able to enroll the TXU Solutions asa standalone process. Solutions sales must be dispositioned inthe SoftPhone, even if they are enrolling along with an electricity plan. This is so Verint can track that a Solutions productwas also sold on the call. Save this to your favorites since youwon’t often use this process, you should refer to the documentto ensure you do it correctly.Slide 14: Standalone Enrollment Process Demo & DiscussionInstructions: Find volunteers to screen share. Have one agent screen share while another is the customer. Instruct the learners to access the Training Environment. Locate three active account numbers. Have learners roleplay to demonstrate the ability to enrolla TXU Solution for an existing Business Partner using theInnovations Tab Enrollment process.State: We will roleplay the process as you follow along.Do: Complete a roleplay.p. 9

InstructionSlide 15: DebriefDebrief A debrief session must be held after every group activity andindividual activity. Do not spend more than 5 minutes on a debrief session. If the debrief is coming after a group roleplay, have the observers share their feedback. You can allow more time for thistype of debrief session.Slide 16: Transition SlideTransition slidep. 10

InstructionSlide 17: Acquisition Disposition Codes Demo & DiscussionDiscussionState: Access an account in CARE and follow along with me.Do: Instruct participants to walk through the process of creating a MVI in Easy Enroll to get to the IREC Disposition.State: There are 3 levels of Disposition codes you’ll use in CARE.If you have received the call – you’ll start with ACQ Move-In/Switch. If you were making a call back to a potential customer,you would use ACQ Called Customer Back for Disposition Level1. Now let’s look at Disposition Level 2. This one is easy – ifyou made a Sale, choose Sale, if not, choose No-Sale. Disposition Level 3 lists available selections based on whether youchose Sale or No-Sale for Disposition Level 2. There are severaldifferent reasons for both Sale and No-Sale – just choose theappropriate disposition. Now let’s move down to the ACQ Other disposition type.Slide 18: Transition SlideTransition slidep. 11

InstructionSlide 19: Acquisition Disposition Codes Demo & DiscussionDiscussionState: Now I want to talk about dispositioning a call in theSoftphone.This is very important. Later in training, we’ll have a lessondedicated to the Softphone, but for now I just want you tounderstand these rules: You must always disposition the call both in CARE AND inthe Softphone. The Softphone disposition MUST be set BEFORE the callends for the recording system to correctly flag the call. When you make a Sale – you have to designate it correctlyor the system will not retain the call for the required lengthof time based on PUC guidelines.When you disposition in the Softphone, your choices are: Authorized Sale HomeWarranty OtherIf you make a sale, choose Authorized Sale. If you sell only aTXU Solution, choose HomeWarranty.If you sell both – disposition the call TWICE in the Softphone,choosing Authorized Sale once and HomeWarranty once. Ifyou do not make the sale, choose Other. There is one otherselection in the Softphone disposition, but you will not useit. It is Authorized Swap – and that is for use in our Retentionqueue. Are there any questions about dispositions?Slide 20: Transition SlideTransition slidep. 12

InstructionSlide 21: Documentation Requirements Demo & DiscussionDiscussionState: Now it’s time to discuss the documentation requirements.Instructions: Find volunteers to screen share MySearch. Have agents locate “Easy Enrollment Move-In and SwitchProcess Steps.” Review documentation requirements (step 54). Have learner recall the required information to include inInteraction records based on call type. Demonstrate the ability to correctly document an accountby call type from within the Easy Enrollment tab.Ask What is required for documentation?Target Answer:You should always document the following: ANI number First and last name of caller Actions you have taken on the account that are not captured by the system Outstanding balances and due dates Products offered Reason for No-Sale: If applicable Early Cancellation Fee (ECF) if waived, suppressed, or ifprevious plan had an ECFSlide 22: Documentation Requirements Demo & DiscussionDiscussionState: Think back to when we practiced enrollments on theEasy Enrollment screen.Ask: Do you remember this box on the right side of yourscreen?Target Answer: This is where you can capture the requireddocumentation while you’re talking with the customer. Justtype in your notes as you work through the enrollment, thenclick Save.When you click Save, CARE will prompt you to disposition thecall.Ask: Are there any questions about the documentation requirements?p. 13

InstructionSlide 23: DebriefDebrief A debrief session must be held after every group activity andindividual activity. Do not spend more than 5 minutes on a debrief session. If the debrief is coming after a group roleplay, have the observers share their feedback. You can allow more time for thistype of debrief session.Slide 24: SummarySummaryInstructions:Read the slide.p. 14

InstructionSlide 25: Any Questions?Any Questions?Instructions: Answer any questions the learners have at thistime on the material covered.p. 15

our prepaid electricity plan, TXU Energy FlexPower. With this plan, there are no deposits and no credit check required, the customer just needs to establish a 50 balance and pay the TDU connection fees in order to