Reliant-NorthEast-Kit

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