1. Welcome to ADT OE Security Training!
Note to trainer: Prepare a flipchart welcoming trainees and make sure your name is written for them to see.
Say: Good morning (afternoon)! I would like to welcome you to the Security side of the business. You have made an excellent decision to join our sales team here in (insert your location).
My name is (insert your name) and my role here at (explain your role, i.e.Training Manager).
Let’s begin today with some introductions to get to know each other.
Note to trainer: Write trainees names on the name tents prior to class and have them arranged on the tables.
Instruct: (Icebreaker TBD)
Ask:.
Now that we’ve had a chance to get to know each other, let’s talk about some ground rules for our time in training.
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Last Update: 01/01/09

2. Overview Who is ADT? Why do customers buy a security system?
Benefits of a security system
How does it work?
Customer Rate plans
The pitch

3. Who is ADT? ADT – American District Telegraph Founded in 1874
Largest security company in the US
Secure over 6M customers
#1 choice for home security
Networked monitoring centers
Jacksonville, FL; Omaha, Nebraska; Rochester, NY; Denver, Colorado; Kansas City, Missouri
Say:
ADT is the oldest and largest security company in the US.
It was founded in 1874 and secures more than 6 million homes & families.
ADT is the nations #1 choice for home security and has strategically located networked monitoring centers in Jacksonville, FL; Omaha, Nebraska; Rochester, NY; Denver, Colorado; and Kansas City, Missouri to name a few.
In addition, ADT serves over 90% of the Fortune 500 companies.
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4. ADT Benefit Statements
Monitored system dramatically reduces your chances of home break in by 80%
1 of 20 homes broken into every year
Homes without security system is 3X’s more likely to be burglarized
Adds value to home
Own the system on day 1
Can relocate the system
Say: When working with potential customers, painting a picture of the benefits & value to them will help you close the sale.
Safety concerns are paramount with customers. 1 out of every 20 homes is broken into every year. A monitored system dramatically reduces the likelihood of home break ins by up to 80%. On the flipside, home without a security system are 3 times more likely to be broken into.
90% of police officers believe that having a security system deters burglars from entering a home.
There is added value to your home up to 3-5% should you decide to move and leave the system.
Or because you own the system from the first day of purchase you can relocate the system when you move to your new residence.
In addition, ADT security professionals are available 24/7 providing you peace of mind in an emergency.
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5. Why a security system? Let the caller express their concern….
Event-driven purchase
Let the caller express their concern….
… then show how we can help 5

6. Why a security system? Crime Personal Injury Family Change
Neighbors, Family, Friends, Local News
Personal Injury
Elderly, Children, Accidents around the home
Family Change
Marriage, Divorce, New Child, Parent Moves in
Recently Moved
New Home, New Location, New Furnishings 6

7. The Equipment A GE manufactured home security system,
monitored by ADT offers 4 levels of
defense:
Yard Sign
Warning Decals
Loud Siren
24 Hour Monitoring
Source: FBI, Crime in the US, 2001
Say: Our equipment is manufactures by GE, a well-known brand name. As we talked earlier, it is monitored by ADT and offers 4 levels of defense for the customer.
Yard Sign - Burglar can see these yard signs from the street, so will ultimately choose another house to break in to
Warning Decals - If the burglar misses the sign, they will see the decals in the windows
Loud Siren - It will sound loudly when an intruder breaks in alerting neighbors and anyone in the home along with ADT
24 Hour Monitoring - ADT will send the authorities to your home if alarm is not disarmed. You have time to notify ADT if you accidentally trip the alarm
The FBI found that most robberies occur with the intruder entering through the front door as shown in this picture with first floor windows and the back door running a close second
Note to trainer: Depending on time, you may want to offer a short break at this time.
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8. Simply the Best….. GE – leading manufacturer of security equipment
The technology used to protect US embassies worldwide
ADT – the #1 security services provider
Four redundant, 24/7/365 central stations staffed with highly trained operators

9. What does a security system do?
Turn on/off
Detect intruders
Make noise
105 decibel Siren
Call for help
Linked to ADT’s 24-hour response centers
Cellular backup available

10. Simon kit 1 Touchpad with Police, Fire and Medical Alert Buttons
1 Keychain Remote with personal panic button!
Door/Window Contacts
1 Infrared Motion Detector (won't pick up pets below 40 lbs!)
1 High-decibel Siren
1 Telco Jack
1 Yard Sign and Window Decals
Panic Alert Feature
Battery Back-up power supply
24 Hour Monitoring
Theft Protection Guarantee
Homeowner's Insurance Discount Guarantee

11. Simon – user interface
Revolutionary design makes it the easiest security system to use
Talks to you in normal English – so you always know what your system is doing
Uses the same wireless technology GE supplies to the US government for protecting foreign embassies

12. Key Fob As easy to use as locking or unlocking your car
Recessed buttons protects against false activation
Activates panic alarm if both top buttons pushed at the same time

13. PIR (motion detector) Calibrated to ignore dogs up to 40 pounds
Detects movement of body heat
Calibrated to ignore dogs up to 40 pounds
Small size blends in with home decor

14. Door/Window Sensor Protects or monitors anything that opens and closes
Will transmit a trouble signal if someone tries to tamper with the sensor
4 – 6 year battery life

15. Our Product Optional Features:
Monitored Photoelectric Smoke Communicator
Emergency Medical Alert Pendant
Note to trainer: Continue product review from previous slide and on page x in the trainee binder.
Say: Customer’s may want to purchase more equipment and features than what is offered with our standard system. Here are some of the options you can provide.
Keychain remote – with this feature you can turn your alarm system on and off with your wireless remote. Great when you are carrying in groceries and don’t have a free hand to turn it off when you enter the house.
Smoke detector -
Emergency medical alert pendant –
And best yet, our equipments is leading-edge monitoring and information-sharing technology – the very best the security industry has to offer. This will help you to give your customers peace of mind about the system they are purchasing.
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16. Types of Monitoring Service
One-way or Standard
The monitoring station contacts you when alarm is triggered
Two-way or Voice
You can contact a live operator via your alarm pad
Say: Your home can be monitored by these central stations one of two ways. The standard or one-way service is where the monitoring station contacts you when your alarm has been triggered.
The two-way or voice service allows for the monitoring service to contact you or you can contact a live operator via your alarm pad.
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17. Two-way Advantages Works like OnStar or a speaker phone
Reduces false alarms
Part of the Standard Package
No extra $ to upgrade equipment
Small charge to upgrade monitoring
Live verified alarms top the list for immediate dispatch
Highest priority
Say: Another advantage of the two-way service is that it works very similar to On-Star for those of you who are familiar with that service.
Ask: Who can tell me what a false alarm is?
Say: A false alarm is anytime your system is triggered when it is not an emergency. I.e. you open a door without disarming the alarm and it goes off accidentally. When this occurs, you can contact the service via your keypad and alert them to the false alarm.
The two-way keypad is part of the standard equipment package and there is only a small charge to upgrade the monitoring.
When the center receives a live verified alarm, i.e. contacting them via two-way voice, the alarm tops the list for immediate dispatch of emergency personnel to your home.
Note to trainer: Some phone services require a cell uplink for 2-way voice monitoring which we will discuss in a later module.
Note to trainer: Refer trainees to 2-way leverage points job-aid in Module X, page xx for scripting on how to position this upgrade.
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18. Cell Uplink
What is it?
A digital device that works like a cell phone that is placed inside your control panel so that your system can contact ADT in case of an emergency
Used for those customers that do not have a landline phone
Say: It is important for you to know what a cell uplink is and when a customer needs one for his/her system to work. Simply stated, a cell uplink is digital device that works like a cell phone and is placed inside of the control panel of the customer’s security system so it can make contact with ADT. Customers who do not have a landline phone must have a cell uplink in order for the monitoring system to work.
If a cell uplink is needed in a customer’s home, you MUST include it in the tech note and other equipment. The tech cannot tell by the work order or price. The only way he can tell is by the notes.
The cell uplink was originally designed as a backup system in case the phone line to the home was cut so their security system would still operate. On occasion, customers may still want this feature as a backup even though they have a landline.
Another thing to keep in mind when talking to your customer, is that no systems are installed on Sunday.
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19. Monitoring Rates
The basic rates are: $36.99 Base with Key Fob $42.99 Two Way with Key Fob $44.99 Base with Cell Backup $47.99 Two way with Cell Backup  
COMMERCIAL RATES;
Commercial Standard monitoring is now $39.99/mo
Commercial cellular is now $45.99/mo.
Note to trainer:. Refer trainees to the pricing chart in Module X page xx of their binders. Cover chart with trainees before moving on.
Say: Let’s talk about the pricing structure for the two types of service. (Review the pricing chart in detail with trainees).
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20. Alarm Monitoring An external center monitors your property
When an alarm is triggered, a digital dialer calls the monitoring center
Center calls your home to check the alarm
Customer has 4 rings to answer and cancel the alert when accidentally triggered
If no answer, the center will begin calling your contact list
Personal attack buttons initiate call to police
Triggered smoke detectors initiate call to fire department
Say: Installing an alarm monitoring system means that your property is watched over by an external center. Seeing as the majority of burglaries occur when a property is empty, it gives great peace of mind to know that, no matter what time of day or night, whether you are at home or on vacation, your property is being protected.
The way alarm monitoring works is really very simple. ADT representatives are at their monitoring centers 24/7 to make sure your home is secure. Within seconds of a triggered alarm, the system alerts the monitoring center. The center then calls your home to check the alarm. The customer has 4 rings to answer and cancel the alert when it has been accidentally triggered. If there is not answer, the center will begin calling your contact list.
Some monitored alarm systems include a personal attack button, which if pressed, will initiates an immediate call to the police. Similarly, if the alarm is triggered by a smoke detector it initiates a call to the fire department. In the case of a power failure, the security system will fall back on its battery reserves and will still operate.
When choosing a monitoring center, it is important that customers check to make sure the company is UL listed. This means they are registered with the Underwriter’s Laboratories and they comply with national safety and security standards. Most alarm monitoring companies will carry out annual checks on your security system and make any necessary adjustments.
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21. Monitoring Centers Central Stations
Dedicated to receipt of alarm signals and swift precise reaction
24-hour service 365 days per year
Strategically located across the country
Monitors hundreds of thousands of homes electronically every day
Staffed by highly trained and safety certified ADT professionals
Handle any situation
Ask: By show of hands, how many of you have ever heard of a Central Station?
Say: A central station is a location that is dedicated to the receipt of alarm signals from your home. They are staffed 24/7 – 365 days per year and are strategically located across the country. ADT monitoring centers are located strategically in the following locations: Omaha, NE; Aurora, CO; Kansas City, MO; Rochester, NY; and Jacskonville, FL. The agents at these centers are highly trained and safety certified to handle any emergency situation.
Through these centers, a real-time support network handles millions of signals annually and provide significant advantages over traditional, locally based fire and intruder reporting centers. The ADT Customer Monitoring Centers provide constant monitoring for the homes and businesses of more than 6 million customers. Their primary responsibility to their customer is to pass along all signals to the proper authorities and / or customer representatives. The central station maintains information in computers and on written files so the appropriate actions can be taken for every alarm and /or supervisory signal transmitted by the alarm system.
While attacks on central stations is highly unlikely, the security surrounding them and their design is built to withstand both acts of aggression and acts of nature. They have backup generators, reinforced buildings, controlled access, multiple sites, and a virtual routing system for all emergency calls the central stations of ADT have to be prepared for just about anything. Because of the care ADT has taken to protect its customers, it stands to reason why the largest government agencies in the US choose to be protected by them such as: The White House; The Pentagon; Fort Knox; Department of State; Drug Enforcement Administration; General Service Administration; Smithsonian Institution; The US Marshall’s Service; US Fish & Wildlife; US Information Agency; US Coast Guard; US Department of the Interior; The US Postal Service; and the Bureau of Reclamation.
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22. Score determined by customers credit history using SS#
Beacon Qualification
Score determined by customers credit history using SS#
Homeowners score must be 575 and above to qualify for service
Say: In order to qualify a customer for service, we use their Social Security number to secure a Beacon score. If the customer owns his/her home, the Beacon score must be 525 or above. When the score is lower than 525, the customer qualifies for the Preferred Customer Pre-pay Promotion. This allows them to be able to purchase a system by paying for the system upfront.
Those customers who rent their homes must have a Beacon score of 600 or above. Like the homeowner, the customer who has a score below 600 qualifies for the Preferred Customer Pre-pay Promotion.
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23. The Sales Pitch Let the event drive the purchase Key off the event
Why is it that you called us today?
Why is it that you are interested in a security system from ADT?
Key off the event
New home – This will be perfect for you. A security system is one of the best ways to protect your new home.
Crime – This will be great. A security system is the one of the best ways to protect your family.

24. The Sales Pitch Why two way?
Contact with ADT is immediate – No delay
Password allows ADT to know you are in trouble
1:3:1 – Sell the two, use the third to help close
Use a 1 (1 Keypad):2 (2 door/window sensors): 1 Motion Sensor as the base pitch to get the customer interested.
Add the third door/window sensor to help the customer feel like they are getting a deal, and to help you close the customer.

25. Consumer Offer Details
3 Year Contract (2 Year California)
$99 Activation Fee
Auto-pay/Auto Draft monthly payment

26. Existing Systems Types of systems Questions to ask: Wireless Pre-wired
Hardwired
Questions to ask:
Is the system currently working?
Can you see any sensors on the doors?
How big is the keypad?
Say: You will on occasion have customers call who already have a security system and want us to monitor it for them. These systems can be wireless systems, may be pre-wired into the home or may be hardwired systems. Before you can answer the customer’s questions about whether or not we can monitor it for them, you need to ask some questions about the existing system.
The first question you need to ask the customer is:
Does your system currently work?
If the system is not working, i.e.; no sounds or lights on or coming from the keypad or no digital display working, then we cannot take over the system.
The second question you should ask is:
Can you see any sensors on the doors? If they can see devices larger than about an inch long then it is a wireless system.
The third question is:
How big is your keypad? If the customer says that it is a small keypad under 4 inches, it is a hardwired system.
If in doubt, or if the customer is unsure, put in the tech notes: POSSIBLE TAKEOVER….IF NOT, NEW INSTALL. Be sure to tell the customer that we will take it over if possible. If not, we will install our promotional package that you see in the advertisement you inquired about.
The tech will know that a customer needs a hardwired takeover if the Kit type shows up as a Concord. This only happens when the Takeover box is checked (above the Beacon Score).
Job Type shows up as a Takeover, not WL Install. This is selected before you can schedule an appointment, you have to choose a “Job Type”. This is where you select Takeover.
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27. Questions?
Note to trainer: Prepare a flipchart welcoming trainees and make sure your name is written for them to see.
Say: Good morning (afternoon)! I would like to welcome you to the Security side of the business. You have made an excellent decision to join our sales team here in (insert your location).
My name is (insert your name) and my role here is (explain your role, i.e.Training Manager).
Let’s begin today with some introductions to get to know each other.
Note to trainer: Write trainees names on the name tents prior to class and have them arranged on the tables.
Instruct: (Icebreaker TBD)
Ask:.
Now that we’ve had a chance to get to know each other, let’s talk about some ground rules for our time in training.
(Move to next slide)
Last Update: 01/01/09 27 27