Reliant-NorthEast-Kit

Welcome Kit

BUILT BY DSI SYSTEMS NORTHEAST EDITION

Table Of Contents Click to be taken to the appropriate section

FlippingBook Quick Guide.

The FlippingBook platform you are currently using enables you to perform a few features to enhance your experience. All of the following features can be found in the toolbar displayed under the document window.

About Reliant & Getting Started

Retail Electricity

Zoom. Clicking the magnifying glass icon will zoom into the document. A slider will also appear allowing you to adjust the degree in which you can zoom in or out.

Plans & Information

Early Termination Options ToWaive Deposits

Bookmark.

Sales Training At Residence

If you wish to bookmark a certain page for quick reference later, you can click the tag icon in the lower-left to bookmark the current page you’re viewing. A sidebar will appear giving you the option to add notes before you add the bookmark to your existing pages.

Sales Training At Retail

OneStop & Enrollment Status

Marketing & Appearance Guidelines

Download.

Compliance & Co-Ops

FlippingBook offers the option to download either the current page or entire document directly to your computer. In doing so, you can view the document without an internet connection. Click the download button and answer the prompt to download the document.

Documents &Marketing Materials

Energy Industry Landscape

HowDoes ElectricityWork?

Energy Industry Landscape

Industry Components

The process of creating electric power from natural sources of energy.

The purchasing and sale of energy.

The process that sends the generated supply of energy to the consumer for use.

Energy Industry Landscape

How The Electric GridWorks

Generation Companies

Generation companies produce energy and serve it into the power grid.

Retail Suppliers (i.e. NRG, GME, Cirro, Energy Plus)

Buy power to meet customer demand and add reward benefits.

Local Utility

Transmission and distribution lines owned and operated by the local utility continue to deliver the power.

Consumers

Consumers enjoy their choice of natural gas and electricity plans.

Restructuring

*PA – Electric Generation Suppliers (aka EGS), NJ/MD – Third Party Supplier (TPS), NY – Electric Services Company (ESCO)

Restructuring

Restructuring

Restructuring “Restructuring is the process by which governments remove, reduce, or simplify restrictions with the intent of encouraging efficiency and competition in markets.” • In the energy industry, restructuring means consumers will have their

Regulated Markets Agents cannot sell electricity to customers living in a regulated area All processes, including pricing are regulated • Governed by regulatory or government body • Tasked with ensuring compliance Only utilities supply and deliver energy • Utility sets supply and delivery prices • Government regulates associated distribution and delivery prices • Throwback to when the country was growing and uniform access to energy was vital to future prosperity Consumers afforded no choice

choice of electricity and natural gas generation suppliers. • Not all energy markets have been restructured, and the ones that have been may not even call it that. • Is on a state by state basis, and as a supplier, we can only operate in markets that have been restructured/offer customer choice

Restructured Market • Retailers’ supply prices are based on factors independent of the local utilities • Suppliers set their own price dictated by terms of service • Suppliers licensed and/or approved (NY) by the PUC are able to enter the market • Directly compete against utilities • Consumers can choose who supplies their energy • Similar to other common service providers (phone, TV, internet) Restructured Markets Serviced by NRG € Retail State Abbreviations • IL - Illinois • MD- Maryland • MA- Massachusetts • NJ- New Jersey • NY- New York • OH- Ohio • PA- Pennsylvania • DC- Washington DC • DE- Delaware • CT- Connecticut*

Benefits Of Restructuring Consumer choice

• Competition creates pressure on prices

Innovation • Incentivized to differentiate supply products and options (Reward programs) Renewables • Example of innovation created by customer choice

Utility Supplier Relationship

UTILITY

SUPPLIER

• Buys and sell energy • Reads meters, dictates scheduling • Responsible for most billing func@ons • Delivers the commodity • Handles emergencies & outages • Maintains infrastructure (lines) • Handles broad customer interac@ons

• Buy and sell electricity natural gas supply • Coordinate with local u@lity which then delivers the electricity supply to the customer on our behalf • Only responsible for supply charges

NRGOverview

• Handle limited CS interac@ons

12

© [2018] NRG Energy, Inc. All rights reserved. / Proprietary and Confidential Information

NRGOverview

NRGOverview

Points Of Pride

Company Overview At NRG, we are the power industry’s leading company and we’ve grown from a power generator into an energy provider that powers homes and businesses throughout America. A Fortune 250 company, dual headquartered in Princeton, NJ and Houston, TX; NRG creates value through best in class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses. Working with electricity customers, large and small, we continually innovate, embrace

and implement sustainable solutions for producing and managing energy We aim to be pioneers in developing smarter energy choices and delivering exceptional service as our retail electricity providers serve almost 3 million residential and commercial customers throughout the country.

NRG At A Glance Residential Providing energy

Business Delivering customized electricity solutions for a variety of industries.

Generation Powering you with a diverse, competitive energy portfolio

to retail customers across the nation

NRGOverview

NRG offers energy plans for homes in the Northeast. Pick your plan, how long you want to secure your price, the amount of green you want and the special rewards you prefer

Reliant provides a wide variety of innovative electricity and energy-related products to customers in Texas and the Northeast. Whether you’re a three- bedroom house or a 103-story office building, let our team go to work for yours

Goal Zero empowers people everywhere with portable solar products, further allowing consumers to be free, untethered and powered wherever they go regardless of battery life. people can live their lives beyond the constraints of the traditional electricity system

Brand Architecture

Pricing & Purchasing Energy

NRGOverview

NRGOverview

Unit of Measurement Electric & Natural Gas

Contract Expiration Notices (CEN) Some markets require that we send a contract expiration notice prior to the customers contract expiration date. Contract expiration notices go out in:

Electric Unit of Measurement: Kilowatt Hours (kWh) The basic unit of electric energy: Equals the amount of electricity used by ten 100-watt lights left on for one hour.

• Delaware: 45 Days • Maryland: 45 Days • Illinois: 30-60 days

Natural Gas Unit(s) of Measurement Kilowatt Hours (kWh) Ccf: Equals the volume of 100 cubic feet (cf) of natural gas. Therm: Roughly equivalent to a Ccf Mcf: Equals the volume of 1000 cubic feet (cf) of natural gas.

• New York: Fixed to Variable 30 - 60 Days, if Fixed to Fixed we send 2nd notice before first bill is issued under the renewal, but not more than 10 days before the date of that bill • Ohio: 45-90 days • Pennsylvania: 2 notices required; initial notice 45-60 days prior to expiration, options notice 30 days prior to expiration. • Washington DC: 50 Days • Massachusetts: None • New Jersey: None Variable Supply Price

Fixed Vs Variable

Fixed-price Maybe you don’t like surprises in your bill each month, so you can choose to lock in your supply price for up to 24 months with one of our fixed price plans.

Variable-price Choose a variable plan with introductory pricing and no

A variable supply price is a per kWh supply price that may vary month to month based on variety of factors*, which are described in the terms of service. • Based on many different factors* • Has the ability to change each month • No early cancellation fee

cancellation fee, an option that gives you the flexibility you want.

Fixed Supply Points A fixed supply price is a per kWh supply price that will remain the same for the term of the contract. • Price will stay constant for set term • Early cancellation fees (ECFs) apply on most fixed products • Price protection • Applicable disclosure must be read when placing a customer into a fixed supply price program • Customers will receive a contract expiration notice (CEN) at the end of the fixed term and typically the new price will be variable unless the customer chooses another fixed term Early Cancellation Fee (ECF) An Early Cancellation fee is applied to a customers account when they decide to break the term of their fixed agreement or long-term contract. ECFs are stipulated in the contract/agreement (TOS) itself, and provides an incentive for the party subject to them to abide by the agreement. • Early cancellation fees apply on most fixed products. • OH no ECFs • NY – ECF capped at $100 • Most brands, have ECFs equal to $10 per month left in the fixed term at the time of cancellation *ECF will be waived in the event of a move

• Price cap of 30%month over month (25% in CT) • Prices may be higher than the utility’s supply rate

Price Cap - Explained Tips for properly explaining Price Cap:

• Explain that the price is variable but can not increase by more than 30% from the prior months’ supply price. (25% in CT)

• The price can increase every month by 30%, there is no maximum that it can increase to. • You may advise a customer to call in to enroll in another fixed plan to avoid variable, but we should not say that to avoid telling the customer about the variable How to calculate price cap: • Initial price multiplied by 1.3 gives the maximum price for the next month. • Example: 0.84 x 1.3 = 10.92 cents/kWh

How BillingWorks A customer’s energy bill provides the most accurate picture of howmuch energy is consumed monthly. The information will help you identify which plan will benefit them the most

The Energy Bill

The Energy Bill Customers still receive their bill from the utility, with electricity charges split into supply and delivery. The NRG supply charges will appear as a separate line. Note: the bill will say NRG Retail Solutions. Customer Charge: Amonthly charge to cover costs for administration, infrastructure, and maintenance. Distribution (Delivery): Charges for delivering energy to homes and businesses. This portion is always paid to the utility. Generation (Supply): Charge for energy usage. This portion would go to the supplier. (Total Bill) = (Delivery) + (Supply)

Supplier Billing Details • In PA it is not uncommon for customers to have more than one supplier charge on their bill. • Unlike other markets, PA accelerated switching allows customers to have multiple off cycle switches per billing period. • If the customer had 4 suppliers in the billing period they would see 4 supplier boxes

Sales Training

The Price To Compare • The “Price to Compare” is the price per kWh the utility will charge to provide energy supply if you receive default service from the utility How BillingWorks • Assure them that they will remain a customer of the utility for delivery service

• Customers still receive their bill from the utility, with electricity charges now split into supply and delivery

• NRG charges will appear on the back of their bill within 1-2 billing cycles • If a customer is currently on a Budget Billing plan, monthly budget billing amount may be adjusted as a result of enrollment with NRG

Opening Pitch

• “Hello, My name is_______ with NRG, we are a third party supplier, do you pay an electric bill here in _______?”

• “Choose NRG – we’re a different kind of electric supplier. We’re changing how customers think about and use energy.“ • “How would you like to get rewarded for your everyday energy usage?” *PSC Requirement* Specific to NY customers • “My name is . I represent NRG. NRG can provide you with your electricity supply. I do not work for or represent your utility.”

Opening Pitch • Be Confident • Be Topical

• Qualify The Prospect • Avoid “No” Questions Overcoming Objections Typical objections fall into these categories: • Reliability • Price • Spousal reaction • In a contract Keep in mind that some people could be thinking: • Is this going to be a hassle?

Authorized Agent Overview

• Are they credible? • What’s the catch? • Am I going to get stuck with something I don’t want?

Common Objections & Rebuttals

I’ve been with XXX company for 40 years…

I need to check with my partner/ spouse/ roommate…

I don’t want to decide now…

How do I know you’re for real?...

Authorized Agent Requirements an existing business a background check

Authorized Agent - PA • NRG currently sells to customers in Duquesne Light, Met-Ed, PECO, Penelec, PPL &West Penn Power in Pennsylvania. • Note: Agents will only be allowed to sell in their designated location that’s within the 50 mile radius of Philadelphia

Own Or Work For... Pass Have Attend Sign Wear Use

fully executed contract with Master Agent training and complete our A-Agent quiz with an 80%+ score Performance Ethical Standards Agreement a visible Reliant badge while in the field NRG approved marketing & promotional collateral

Authorized Agent—Sales Process

Agent iden9fies him/herself as a NRG Authorized Agent.

Agent paid when electricity flows.

o Agent collects all necessary inf to gain credit for the sale.

Agent explains product and services, etc. using smart tablet.

Submit using NRG Website for enrollment.

Agent fulfills enrollment with

welcome kit or emails fulfillment docs using tablet. Emailconfirma9on sent immediately to customer.

Agree on plan and price. Promo code assigned to each offer.

Agent inputs personal, co

ntact,

and address informa9on using tablet. Musthave customer’s valid email address.

Sales Training At Residence

Electricity Choice Pennsylvania (PA) • PA Market opened to choice in 1997

Fixed Product Talking Points Highlighting the benefits of price stability

• Customers can choose the plan that’s best for them (i.e. term product, green power, etc.) Customers can choose the retail supplier that’s right for them. • EGS = “Electric Generation Supplier” • Highly competitive market • Multiple active EGSs offer competitive products • Most EGSs are selling on price • Price To Compare: Released by PUC on a quarterly basis. Allows residents to compare default service price with EGS’s price. • PAPowerSwitch.com No Frills - Price Lock Plan Offer Details

• An alll inclusive per kWh price that will remain the same for the term of the contract provides certainty that the price will not change during the term of the agreement.

• Provides stability, especially when budgeting electricity costs

• Provides security from seasonal price volatility (like any fixed product)

• Ability to take advantage of lower rates during non peak months to carry through peak months where electricity costs can be higher • Decreases Customer Effort Provides peace of mind that customer does not have to monitor their rate monthly and call in frequently to renew Highlighting the benefits of a fixed price • “One of the advantages of choosing a fixed rate for your electricity is insulation against changing energy prices. This provides peace of mind knowing that the price you pay will not change over the duration of term. “ • The price predictability offered by a fixed product can be helpful for monthly budgeting though keep in mind that your monthly bill total will vary depending on the amount of electricity you use. Knowing exactly what price you’ll be paying every month can make it much easier to budget for your energy costs.” • “By choosing a fixed rate plan you eliminate the need to monitor your bills on a monthly basis and reduce the frequency in which you need to call in to renew your plan with us. Many of our customer’s find this beneficial especially during peak months where traditionally prices increase.” Important Note: • Agents should never guarantee savings on any products offered.

• Our Price Lock Plan offers the customer: • Fixed Electricity Supply Price for 12 months! • If the customer decides to leave before their fixed price period ends, an early cancellation fee will apply. The ECF amount will be $10 multiplied by the number of remaining months in the fixed price plan.

Sales Training At Retail/Events

Enrollment Requirements (All Markets) • Customers must first establish a delivery service account with their local utility • The customer’s utility account number/customer number is required for enrollment • The customer must provide a valid email address • Agents are not permitted to list their own email address if a customer does not have one • If a customer does not have access to an email account, invite them to set up a new email account with Gmail, Yahoo, Hotmail, etc. and walk them through the process. Inquire if they already have an email through their cell phone provider that is accessible and that they know how to use. As a final option, if the customer truly does not have an email address available, no@nrg.commay be used for enrollment purposes. • The name on the current utility service account must match the NRG enrollment (as primary or secondary name) • A Sales Agent cannot list his/her name as a primary or secondary name or sign the tablet • The only names allowed on the enrollment are those who live at the property in question • Another member of the household can enroll on behalf of the account holder but must live at the service address, be over the age of 18 yrs. old, and confirm that they are a decision maker in the household Customer Assistance Program (CAP) CAPs provide payment assistance and debt forgiveness for payment troubled customers Important Note: •Agents are not permitted to ask a customer if they are on CAP •A customer will need to know the utility they are in in order to determine if they will lose their CAP benefits If a customer states they are on a CAP program, the agent must inform the customer of their rights which differ depending on the utility PPL: CAP customers are not permitted to shop for a supplier. All enrollments sent to the utility will be rejected. PECO/DLC: CAP Customers are not permitted to shop for a supplier. All enrollment sent to the utility will be rejected Messaging for customers who live in the PECO/DLC territory: Customer: “I live in the PECO/DLC territory. Will I lose my CAP benefits? Sales Agent: “Unfortunately, based on your utility, you are not permitted to shop for a supplier.” Messaging for PPL customers whoWILL retain their benefits when signing up: Customer: “I live in the PPL territory. Will I lose my benefits?” Sales Agent: “Unfortunately, based on your utility, you are not permitted to shop for a supplier

Enrollment Requirements

Customer Email Address • Very important to collect!

Good for the customer: communicate important account information, better customer experience, demonstrate the value they’re receiving fromNRG Good for you: reduced attrition

• Key message “Please provide a current email address to receive important information about your account” • Secondary message

“We won’t sell your email address with outside marketers or other companies” “You can read our privacy policy online at http://www.nrghomepower.com”

Customer email is required at sign up

Enrollment/ Tablet Flow

Enrollment

Enrollment

Login Screen

Customers will be asked how they use their natural gas General tablet flow of gas follows the same as for electricity.

The first screen is the login screen Your login is your first initial + X + last initial Your PIN is the last 4-digits of your SSN

If a customer chooses only electricity at first, they will have the option of adding gas after the enrollment has begun:

Select the prospect’s utility from the first dropdown. This will default to the most common utility in your area. Hit “Start Enrollment” to get started…

If, during the tablet enrollment process, the customer chooses to remove one of the commodity products, you can click here to make the change:

Agents will have the option of choosing Electric, Natural Gas or Dual (Both).

Enrollment

Enrollment

Product Offers Screen The available products and pricing for your area will appear on the Product Offers screen. Explain the Product details to the customer • Name of Product • Rate per Kwh • Variable/Fixed rate • Early Cancellation Fee (If applicable) Choose the product selected by the customer and hit “Next” The product button turns green when selected.

• Agent may proceed with explaining NRG choice program but must explain supplier switch, program details, and supplier vs utility roles. • After the customer agrees to NRGH

supplier switch, agent may then enter customers identifying information into ECL and populate account information.

• Once customer’s information is located, agent MUST verify with customer that information is accurate and correct account is selected. (ask customer to verify name, address, and zip) • Once customer confirms agent may proceed with enrollment. • Improper use of the ECL may result disciplinary action. • Remember, it is your responsibility to make sure customers understands that signing the tablet means they are switching the account listed to NRG – any customer that is signed up who does not understand this, has been signed up under false pretenses, meaning the agent has misrepresented themselves

Note: You can change the utility on this screen if you need to.

Eligible Customer List (ECL) ECL is only available in PA

• ECL is the “eligible customer list” of utility customers. • Customer may chose to “opt out” of being included on the ECL, therefore account information may not be found and customer will need to either provide their account information, or the enrollment must be submitted as a partial. • Once agent has qualified customer as eligible with zip code, agent must present NRG pitch. • Agent may proceed with explaining NRG choice • After the customer agrees to NRGH supplier switch, agent may then enter customers identifying information into ECL and populate account information. • Once customer’s information is located, agent MUST verify with customer that information is accurate and correct account is selected. (ask customer to verify name, address, and zip) • Once customer confirms agent may proceed with enrollment. • Improper use of the ECL may result disciplinary action. • Remember, it is your responsibility to make sure customers understands that signing the tablet means they are switching the account listed to NRG – any customer that is signed up who does not understand this, has been signed up under false pretenses, meaning the agent has misrepresented themselves program but must explain supplier switch, program details, and supplier vs utility roles.

Customer Information Screen • The name of the customer whom you are speaking with must be placed as the primary contact • Make sure to enter a valid email address (Otherwise enrollment could be delayed or cancelled) • If the person performing enrollment isn’t the account holder, the true account holders name must be documented in secondary contact info section.

Enrollment

Enrollment

Account Information Screen • Enter the customer’s account information here Two ways to obtain a customer’s account number • Calling Utility Hotline • On Customer’s Bill The phone number must be a permanent number where the customer can be reached at any time Confirm if service address is same as mailing address and indicate here Duplicate Account Screen Once the agent enters the utility account number, the systemwill check to see if the account has been enrolled previously. If so, the agent will receive this message. Please discontinue enrollment. Customer Information Screen There’s no limit to the number of addresses enrolled as long as the utility and product/ price are the same for each address. QA will monitor for any exceptions/ abnormalities. Red highlights the easy-to-use “Add Meter” and “Remove” options

Account # Lookup – UtilityWebsite • If the customer has set up online access to their utility account, they can access their account number using their login username and password • Once logged in, the customer’s account number will appear in the top-left corner under “my profile”. Click and hold down the account number to highlight it and then choose “Copy” at the top of the screen” • Hit “Return clipboard data” to paste the account number into the app • You MUST always verify the customer’s information by asking for a valid ID (Driver’s license, passport, etc.) • The customer MUST be present at the time the lookup tool is used. • ALWAYS double check to ensure the person’s information on the lookup tool is the same as the person you’re speaking to.

Enrollment Review Screen You will need confirm customers personal information, this includes: • Proper spelling of name,

• Service address • Mailing address • Correct phone number • Email address

Enrollment

Enrollment

Enrollment Review Screen Additionally you will also need to review the product information with the customer again, which includes: • Name of Product • Rate per Kwh, Variable/fixed rate • Early Cancellation Fee

Customer Consent to Cross-Selling • Customers will be given the option to consent to future cross-selling opportunities. • You will need to preface to the customer of potential future opportunities for NRG to offer exciting new products and services to the customer. • This consent confirms they agree to those future marketing efforts.

Congratulations Screen • When a complete enrollment is sent, the customer receives an email fromNRG with their order details and attachments of their Enrollment Form and Terms of Service • Includes “account(s)” when referencing meters in terms of service • Displays all account numbers at completion

Authorization Screen - Signed • This statement defaults to “I decline authorization”. Customer must select the top button to authorize enrollment. • Give prospect time to read the Terms of Service. • Customer must then sign their name in the box below. • Customer can clear signature to start over (customer signature needs to be legible*). • Once both steps are completed, the “Accept” button will highlight green and customer will be able to press accept. • *Agents are not permitted, under any circumstances, to sign on behalf of the customer – this is illegal*

Enrollment

Notice of Cancellation & ProgramGuide Thank the customer and walk them through the Next Steps of what to expect now that they’ve made the choice to switch to NRG. You must provide the customer with these 2 documents: • ProgramGuide • Notice of Cancellation

Illustrative

Partial Enrollments

Partial Enrollment

Partial Enrollment

Partial Enrollments • By signing, the customer authorizes NRG to contact their local utility to obtain the EDC account/customer number for the purposes of enrollment with NRG. Note: As with a full enrollment, Form of Photo IDMUST be verified to move forward.

A-Agent ProgramWeb Links

The Customer Must Input Their Own Data Into The Tablet You are not allowed to input it for them Welcome Kit Customer MUST enter a valid email address The customer should expect to receive their welcome kit via email right away Using invalid, made up or Agent’s email addresses is grounds for termination Welcome letter fromReliant with the Terms of Service Customers has three business days after receiving the Terms of Service to rescind Also included: EFL Your Rights as a Customer (YRAAC) Notice of Cancellation Opt-Out Card

English: https://www.reliant.com/en/public/authorized- agent-pilot.jsp?txtPromocode=LA6DUK Spanish: https://www.reliant.com/es/public/authorized- agent-pilot.jsp?txtPromocode=LA6DUK

Enrollment Process Flow

Utility begins to process the switch, but unable to interrupt a billing cycle (NA in MD/PA)*

Utility sends a letter to the customer (in most cases) confirming the switch

Customer begins to receive invoice with

Utility informs supplier of the effective date of the customer’s switch

Customer goes on- flow with supplier

supplier charges

aka the Service Start date

One consolidated bill w/delivery charges from the u+lity and supply charges from us (the retailer/supplier )

Varies by u+lity

We begin to supply the energy

1 – 2 billing cycles (for IL that also includes the 6 month rule)* Exception: MD/PA 3 – 30 days

Enrollment To Invoice

What Customers Should Expect

Supplier holds

Supplier notifies the utility of customer’s intent to switch

Supplier sends customer TOS

Customer enrolls with a supplier

The utility accepts enrollment

enrollment for duration of applicable rescission period

aka the Enrollment Acceptance Date

aka the Sale date

Refers to the dura-on of -me the customer has to cancel without a penalty or star-ng service. Rescission periods vary by utility and can be found in the KB

Done by way of a market (EDI) transac5on

Rules by which customer must agree to abide to in order to use our service

Marketing Guidelines

Appearance Guidelines Always: Wear Reliant name badge visibly, on the front of your shirt Present a professional, well-groomed appearance

Never Chew gumwhile speaking with prospects Smoke while speaking with prospects

Wear Reliant badges while off duty Wear cut-off shorts while selling Badges Submission Link: https://form.jotform.com/81128472005146

Agent Name Agent ID number:

Marketing and Appearance Guidelines

Vendor Name

Agent Picture

Authorized Representative for:

For Agent Verification Please Call: 866-964-6910

Compliance & Co-Ops

What is Misrepresentation? Misrepresentation occurs if an agent states or implies they are offering something other than the choice of electricity supply It would be misrepresentation to tell customers: 1. They are not going to be switched when they sign up 2.They are registering for a discount

3. They are renewing a contract or getting a discount with their current company 4. Their current company is closing or being bought by NRG 5. The sales agent is present because the customer has failed to respond to a message from their utility 6. That their meter is being checked 7. That they are filling out a survey or poll 8. That they need to sign up NRG or they will not have electricity 9. They are being forced to switch to NRG for any reason, including the law 10. They are being overcharged by the utility and need to sign up in order to get a discount 11. Their reliability will be impacted if they do or don’t switch

Compliance & Co-Ops

Misepresenation Is A Regulatory Violation

Slamming You must not “slam” a customer into the sale by switching their service against their will or use deceptive tactics to close the deal Customers that are confused, angry, or believe they have been misled, are likely to complain about the sales process to regulatory authorities (PUC, Attorney General) Even if an investigation shows that the customer was not technically slammed, the allegation alone can be nearly as damaging to our ability to do business Non-compliance with DPU rules and Reliant procedures is NOT acceptable Reliant has a zero tolerance policy for slamming. Proven instances of slamming will result in termination and forfeiture of ALL commissions Agents are strictly prohibited from performing the third-party verification, signing the tablet, or initialing the tablet on behalf of the customer

Compliance & Co-Ops

Compliance & Co-Ops

Customer Service Many customer service related issues will be handled by the TDSP - Meter reads, service and emergencies, Reliant can help with the following:

Behavior Complaints Are Serious Violations Our ability to successfully do business is dependent on maintaining the public’s trust and positive perception of the company •How we treat prospects affects our very ability to sell in Retail/Event markets. •State regulators can restrict NRG Retail’s ability to sell as a result of excessive prospect complaints or violations of state rules. •Prospects or customers can file a complaint against the company by contacting one or more of the following: -Law Enforcement -The state Public Utilities Commission (PUC, PSC, ICC etc.) -The Better Business Bureau -The Attorney General’s Office -NRG Prospects and customers can also post feedback of their experiences on Social Media Websites—Twitter, Facebook, etc. Avoiding Complaints Golden Rule : Treat the prospect like you want to be treated. Dress for Success —Badge & Uniform Do Not Be Aggressive Never pressure a prospect into anything he/she does not want to do Signing up is a choice, not an obligation; prospects have the right to refuse service Always smile and be friendly despite the way in which the prospect is acting towards you You never know what kind of a day a prospect is having, use your eyes and ears to assess the prospect’s demeanor Your ability to stay positive is essential for you to maintain positive interactions with prospects and customers KnowWhen to Stop Pitching 1 Hard No Smile, thank the prospect, and move on 2 No’s and Go If after two objections the prospect does not wish to enroll, thank the

- Questions about your electricity plan - Complaints, disputes, billing questions If you see or suspect any violation of applicable law or Reliant’s Sales Agent code of Ethics, including (but not limited to): • Fraudulent sales activity • Failure to clearly identify which company is being represented • Misleading price messaging • Deceptive conduct • Professionalism issues • Other false or misleading sales or marketing tactics It is your responsibility to contact your supervisor or Reliant’s Ethics Hotline • Available 24 hours a day • Operated by independent, third party vendor

• Email is not anonymous by nature unless you have a generic email address • All reported items are treated confidentially and anonymity can be requested

Customer Service Contact Informa,on (Reliant)

Ethics Hotline

Phone: 888-263-0463 Email: h4p://nrg.alertline.com

Phone: 866-222-7100 Hours: 24 hours a day, 7 days a week Web: www.reliant.com Email: service@reliant.com

prospect and encourage him/her to check us out on the web If the prospect is not interested at all in any further conversation, politely disengage and wish the prospect a nice day

Authorized Agent Sales Material Available in English & Spanish

ELECTRICITY Save on THIS SEASON

ELECTRICIDAD Ahorra en ESTA TEMPORADA

Enroll ina Reliantelectricityplan andgetgreat rates,plus24/7customerservice,homeenergysolutions and tools tohelpcontrolyourusage. Reliant Secure Advantage 36 plan There’sagood reason this isourmostpopularplan. • Geta low-pricedelectricityplanfor36months • Access24/7customerserviceandsupport,onlineorbyphone • You’llenjoya $ 100billcreditonyoursecond,12th,and24thmonthasourwayofsaying thanks for beingapartofour family. *

Inscríbeteenun plandeelectricidaddeReliant yobténungranprecio,másatenciónalcliente las24/7, solucionesdeenergíaparaelhogaryherramientasparaayudarteacontrolar tuconsumo. Plan Reliant Secure Advantage 36 Esteesnuestroplanmáspopularporunabuena razón. • Obténunplandeelectricidadaunpreciobajopor36meses • Accesoaatenciónalclienteyasistencia las24/7,en líneaopor teléfono • Disfrutarásdeuncréditode facturade $ 100en tu2 do ,12 mo y24 to mescomoagradecimientopor formarpartedenuestra familia. *

Contactmetosignup forthisgreatdeal . Name Companyname Agent ID Telephone

Comunícateconmigopara inscribirteenestagranoferta .

Nombre Nombrede lacompañía IDdelagente Teléfono

* Validonly fornew residentialcustomers.Restrictionsapply.ReliantEnergyRetailServices,LLC (PUCTCertificate#10007).©2017ReliantEnergyRetailHoldings,LLC.All rights reserved.715291

* Válidosolamenteparanuevosclientes residenciales.Aplican restricciones.ReliantEnergyRetailServices,LLC (CertificadoPUCT#10007).©2017ReliantEnergyRetailHoldings,LLC.Todos losderechos reservados.715291

Click To Download Authorized Agent Sales Material in English

Click To Download Authorized Agent Sales Material in Spanish

Marketing Materials

Cancellation Fee Material Features an editable expiration date

Click To Download Cancellation Fee Material

Contact your DSI representative for additional marketing support

Trost Marketing Materials Features flyers, direct mail, & yard signs! Be sure to check back in regularly