Vivint – PROSPECTS English

P.R.O.S.P.E.C.T.S. / By

ENG

Call Flow PROSPECTS — Vivint Residential

Structure: Prepare • Rapport and Qualify • Open ended questions • Solve the problem • Personalize the pitch • Educate and assume • Close the sale • Terms and conditions • Secure the installation

Focus: Residential only.   Golden Rule: Value → Price → Choice.   Operational pauses: (Portal) • (Build package) • (Process payment).

PROSPECTS Mini-plays QA Tags

P

Prepare

Goal: Introduce yourself, obtain recording consent, and confirm callback number.

“Hi, thanks for calling Vivint. I’m ___, your security expert, on a recorded line.”
“If we get disconnected, can I confirm your number so I can call you right back?”

Helpful icebreakers:

  • “If your system did one thing perfectly, what would it be?”
  • “Do you want us to focus more on prevention or on fast response?”
Quick objections (A–E–R–C)
  • Acknowledge • Empathize • Reframe • Close with a question
  • “Totally get it… that’s why we personalize the main risk first, then look at numbers. Can we start with your entry doors?”

QA Checkpoint: greeting + brand + role + consent + callback captured.

R

Rapport and Qualify

Goal: Warm up, understand reason, home type, decision-maker, and urgency.

Icebreakers: “What would you like your security to make easier starting today?” • “Did you call about the promo—what caught your eye?”

Value hook + callback:
“Congrats—today you qualify for a strong discount on a personalized Vivint system.”
“Before we dive in, can I reconfirm your number in case we get disconnected?”

Qualifying questions:

  • “Is this for your residence? How long have you lived there?”
  • “Are you the decision-maker? If it’s a fit, would installing this week work?”

‘No time’ tool: “It takes 10–12 minutes to tailor it (entries, windows, garage, app). Want to do it now, or schedule a complete session for 6:30 pm?”

MPO — Minimum Personalizable Obligatory (7): trigger • household (kids, seniors, pets) • entry doors • critical windows • garage/typical entry • floors (1–2) • app users/alert preferences.

MPO close: “With this, I can lock your install and keep the promo. We finish the design at the scheduled time. 6:30 or 8:00 pm?”
Quick objections
  • “I need to think about it” → “Totally—let’s define what protects you first, then the number will make sense. Which entry points matter most?”

QA Checkpoint: reason, home type, decision-maker, urgency identified.

O

Open-ended questions

Goal: Explore needs without steering to a package yet.

  • “What would you like your system to solve day-to-day?”
  • “Who else will be protected by the system?”
  • “What recent situations made you think about security?”
If they already have an alarm
  • “What do you like about the current one—and what’s missing?” • “How do they respond to alarms?” • “Do you have app and video?”

QA Checkpoint: ≥2 open questions + 1 empathic reframe.

S

Solve the problem

Goal: Align pains ↔ solution and frame the process.

Creds (brief): Vivint is a U.S. leader with 24/7 monitoring, direct emergency dispatch, and a full-control app.

Process (3 steps):

  • We personalize your system
  • We review payment options
  • We schedule installation ASAP
Quick objections
  • “Let’s make sure it protects what matters first—then we’ll look at the number. Can we start with doors and entries?”

QA Checkpoint: customer understands and accepts the process.

P

Personalize the pitch

  1. Validate in Portal: name, phone, address.
  2. Risk check (vulnerabilities):
    • Entry doors (front/back/other) and how many.
    • Windows of concern / easy access.
    • Garage / typical entry route.
    • Home levels (1–2 floors).
    • What calms you more: video doorbell or open/close alerts?
    • App users & alert preferences.
  3. Build the package: finalize devices + list.
Quick objections
  • “Too expensive” → “Let’s secure the critical first; then we optimize the cost so value supports the price.”

QA Checkpoint: needs ↔ devices defined; package ready.

E

Educate and assume

Open: “Let’s validate your best payment options. I’ll confirm your identity and—with your permission—run a quick credit check to present the alternatives.”

Identity verification

  • Date of birth: “Can you confirm your date of birth?”
  • Middle name / suffix (if any): “Should we include it exactly as it appears on your ID?”
  • SSN or ITIN: “If you have SSN, please share the last 4. If you use ITIN, I’ll need the full number.”
Credit check authorization (required): “Do you authorize Vivint and its financing partners to perform a soft credit inquiry to confirm what financing offers you qualify for? This will not affect your credit score. Do we have your authorization?”


Present options (based on result)

A) Credit approved
“Great news—equipment financing at 0% interest, spread across your monthly payments. Devices are in your name and roll into your monthly billing with no interest. Would you like to move forward with this?”
B) Credit not approved (or no SSN/ITIN)
“No problem—alternative: you’d pay for the control panel today and we include the rest of the devices at no cost. No long-term contract; month-to-month subscription. Continue with this option?”

General close: “Anything else you’d like to confirm before we move forward?”

Quick notes for advisor
  • Teach-back benefits before price; state authorization clearly; log the result.

C

Close the sale

Goal: Confirm package and proceed to eligibility/payment.

Package confirm: “Do you want to add anything else or is this perfect as is?”

Eligibility (no score impact): “To show payment options, banks require your date of birth and the last 4 of SSN/ITIN. Do you authorize us to continue?”

Typical handling
  • “Let’s lock the minimum viable protection first; then we optimize cost.”

QA Checkpoint: explicit package choice + eligibility authorization.

T

Terms and conditions

Goal: Legal compliance, full read, and double confirmation.

Use Vivint-English.pdf. Read the required script fully; confirm understanding and acceptance.
Quick objections
  • “To keep you fully informed, this covers guarantees, responsibilities, and your rights. Shall we proceed with the full read?”

QA Checkpoint: T&Cs fully read and documented.

S

Secure the installation

  1. Financing approved: explain months & total monthly = service + equipment. Today’s payment = first month of service to lock promo.
  2. If credit not approved: full payment with discount today, or Vivint Essentials (doorbell + sensors) then expand later. “Do you prefer Complete or Essentials?”
  3. Schedule: “I have 8–12 or 2–6. Which do you prefer?” (can reschedule if needed)
  4. Payment (Process payment): debit/credit; cardholder/third party; dual authorization if needed; explicit authorization of amount & purpose; confirm approval.
  5. Confirmations: order number; confirmation email & docs; 800-678-2635 (Support); pre-install recommendations (Black sheet #2).
  6. Referral: “Who else would benefit from this offer?”
  7. Warm close: “Welcome to the Vivint family! I’m here if you need anything.”
Final quick objections
  • “If I secure 8–12 for you today, we can always move it. Does that work?”

QA Checkpoint: appointment set + payment processed + confirmations delivered + referral requested.

MP

Universal mini-plays

  • Value before price: “So the number makes sense, let’s define what protects you first.”
  • Controlled choice: “Complete package or Essentials?”
  • Soft assume: “Perfect—I’ll hold tomorrow 8–12; if anything changes, we’ll move it.”
  • Third-party payer: “If the card is someone else’s, I’ll get dual authorization and send both receipts.”

QA

Suggested QA tags (by phase)

  • P01 Prepare (greeting, brand, role, consent, callback)
  • R02 Rapport/Qualify (reason, home, decision-maker, urgency)
  • O03 Open (≥2 open + reframe)
  • S04 Solve (3-step process accepted)
  • P05 Personalize (full diagnostic + package built)
  • E06 Educate (teach-back of benefits)
  • C07 Close (package confirmed + eligibility auth)
  • T08 T&Cs (full read + double confirmation)
  • S09 Secure (schedule + payment + confirmations + referral)

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