©2014 Proprietary & Confidential. Internal Use Only. Huddle #1: Becoming Consultative Experts to Customers Becoming Consultative Experts to Customers Overview While you are an expert technician who is in the customer’s home to complete work, you are also a Cox Homelife resource for them. You are empowered to be someone who can listen to questions or concerns that a customer might have and create solutions. While your supervisor is there to provide you with the support that you might need, more often than not you as a UHT can address a customer’s concern in a way that will satisfy them. One of the ways to set yourself up for success when working with customers is to come into every residence with a consultative mindset. This means that you are anticipating customer questions and when you hear them, your first step is to draw off of your vast knowledge to find the best answer. Customers appreciate it when they can get answers to their questions quickly and simply. When customers have a misunderstanding, your best response is to acknowledge what they have shared with you and seek to clarify. Use friendly language such as, “I am glad that you shared this with me.” After you have warmed up the conversation using friendly language, you can help them clarify. For example, you could say “Let me show you how this equipment works so that you feel comfortable with what it can do to protect your home.” Consultative UHTs are always warm, friendly, knowledgeable and well-versed in how the customer will benefit from the system and its equipment.

©2014 Proprietary & Confidential. Internal Use Only. Solutioning Conversation When speaking with your customer during the walkthrough / solutioning process you will want to key in on certain things that are motivators. You can incorporate these motivators into your conversation so that the customer feels as though you understand them. The motivators you are listening for can be broken into one of four categories: Skill Opportunity: Let’s continue to identify and incorporate customer motivators into our solutioning conversations. Huddle #1: Becoming Consultative Experts to Customers WORRY  Worry about break-ins  Catastrophes  Carbon Monoxide  Gas in home FORGETFUL  Forgetful  Energy bills are too high  Return home to house that is too dark or hot or cold  Forget whether door is locked, garage is closed, batteries in smoke detector are charged CHILDREN/PETS  Children/Pets are often home alone  Small children are out of sight  Children left with a sitter ALONE/AWAY  Live alone or spouse is away often  Home is unoccupied for extended periods  Need to let other people into home

©2014 Proprietary & Confidential. Internal Use Only. Group Questions Q: Think about a time when you personally had a great customer service experience. What was it about that interaction that left such a positive impression? Q: What examples can you share of a time when a customer had a question or needed clarification and you were able to support them? Q: What are some challenges that you anticipate around increasing your consultative approach with customers? What ideas do you have to overcome those challenges? Learning Goal: Can I get your commitment to become consultative with your customers? Huddle #1: Becoming Consultative Experts to Customers