Monitored alarms systems bring great benefit to all;
and we have a responsibility to provide a professional sales experience that is free of pressure.
We continually monitor and train our Tele-Marketers and security advisors so they can give the best advice to you and your family. We have developed, through experience and working closely with Trading Standards a code of conduct which enure our advisors talk to you about the benefits of our monitored alarm system and protects you from irresponsible sales techniques.
Each Marketer or Security Consultant has regular training where they agree to and sign Code of Conduct Declarations that state what should and should not be said. The declaration also states that a breach will be seen as gross-misconduct and may result in immediate termination of employment.
Please find below extracts from our Training and Code of Conduct declarations.
Tele-Marketing Training and Code of Conduct Updates
- 1. When discussing the range of monitoring costs we must explain that it is dependent on the size of their house, their requirements, their security needs, the length of time they want to be monitored etc... and dependant on the deposit they pay.
- 2. I must adhere to the company script and not diversify in any way.
- 3. Direct Response is NOT recommended by or in any way endorsed by any Police force.
- 4. When dealing with customers over 80 you must request they have a family member / friend / neighbour present, for their protection and ours.
- 5. When discussing Police Response it must be made clear any response is via a monitoring station.
- 6. I WILL NOT mention on ANY calls that crime is on the increase nationally or otherwise.
Training and Code of Conduct Declaration for Marketers
- 1. I will NOT state that Direct Response is in any way connected or associated with the Police other than appearing on 'Police recognised lists' of installers in the particular force area.
- 2. I will NOT state or infer that Direct Response is endorsed or recommended by the Police in any way.
- 3. I will NOT 'exaggerat' crime figures in order to falsely raise the fear or crime.
- 4. I will NOT make an offer of a '99 pence' alarm system (where the potential customer meets our marketing incentive criteria) without disclosing a range of ongoing monitoring and maintenance costs.
- 5. I will NOT state that the Police will not attend audible only alarm activations unless there is further evidence to indicate there is a crime taking place.
- 6. I will NOT be rude or offensive in any way to a potential customer irrespective of how you believe the customer is behaving.
- 7. I will NOT state that Direct Response is 'directly linked to the Police' but to a central monitoring station who will inform the Police where necessary.
Security Consultant Ongoing Training Record and Code of Conduct Update
- 1. When dealing with those in the over 80 age group and there is an indication they would like family present, you are to stop your demonstration and re-arrange the appointment unless they expressly state they wish you to continue.
- 2. Statistics change every few months as per www.homeoffice.gov.uk DO NOT falsify, exaggerate or use old statistics. Be current and up to date with your profession.
- 3. I will ensure that at all times the customer will know all costs involved.
- 4. If for any reason you feel that the person you are with will not benefit from having a system (age, ability etc) you are to leave and further information will be sought.
- 5. I will not use what may be perceived as high pressure sales.
