Power Solutions Referrer Programme Training Manual

1. Power Solutions Referrer Programme Training Manual POWER SOLUTIONS Version 1 26-02-2010

2. New Business Referrer • As a New Business Referrerfor Power Solutions UK Ltd your role is to promote the Power Solutions brokerage service to all commercial companies. • As Energy Brokers our aim is procure the best value energy contracts, and to manage the energy requirements of our customers.

3. How it works in 3 steps 1 • New Business Referrer obtains the bills and LOA (Letter Of Authority) fully completed by the customer The customer • New Business Referrer checks the end date for contracts and Estimated Annual Usage • New Business Referrer fills in customer information template and emails or fax bills & LOA to the office 2 PRP Partner • Power Solutions enter customer on Database • Power Solutions contact the customer regarding pricing procedure • Power Solutions close the deal and update PRP Partner 3 Power Solutions

4. What happens in Power Solutions • We input your customer in the Database On receipt of your bills & LOA all your customers will be entered in the Database ready for pricing at the right time depending on size & cancellation period. • We Email your customer to let them know about their contract information Once processed in the system your customer will receive an introductory email from Power Solutions giving him details of his contracts and explaining what our pricing and procedures are.

5. What happens in Power Solutions • We explain what the pricing procedures are, depending on the customers usage and when their current contracts finish. If a customer is on a rolling contract, not in contract or on default rate we will be able to get the prices straight away. If the customer is in a contract, Power Solutions will speak to them on behalf of the NBR generally 5 months before end of contract date to establish the best time to quote prices. As a rule for gas & electricity: usage over 293,000kwh per year or Half Hourly meters (00 profile) We arrange for a bespoke quote from suppliers that typically takes from 7 to 10 days.

6. What happens in Power Solutions • Process cancellations A valid cancellation notice has to be placed with the current supplier to enable the customer to switch supplier. We will send in the cancellation on behalf of the customer (see LOA). • Offer prices to the customer At the right time we will offer prices to the customer and advise him on what are his best options. • Close contracts We will organise acceptances between the customer and the supplier.

7. What happens in Power Solutions • We update you about completed contracts and commission Once a contract has been accepted by the customer we will inform you of the details and let you know the approximate commission you earned on this contract. • Supervise seamless transfer to new supply When the contract is about to go live with their new supply we will ensure that everything is in order and troubleshoot if necessary.

8. What happens in Power Solutions • Organise commission payments Once the contract has transferred to the new supplier we will send you a monthly payment schedule showing the commission you are due.

9. Know your stuff before getting started Who do I speak to in the office • If you want to talk about prospective customers, have advice or any potential issues speak to: Adam Beckett 01244 342266 Office hours are 9.00 to 16.30

10. Know your stuff before getting started Phone calls to prospective customers • Phone prospect using the suggested call script • Send introduction email to interested prospects • Explain the Letter Of Authority and why we need this document • NOTE this is to allow Power Solutions to speak to the current supplier and • give the current supplier notice that the customer wishes to have the • option to change supplier at the end of contract • Ask customer to fax you their gas & electricity bills

11. Call Script • My name is xxxxxxxxxxxxxxxxxx - I am calling from a company called Power Solutions . • Power Solutions are an independent energy broker with 2300 customers and provide an ongoing no cost energy consultancy service for our clients. • We specialise in procuring the best value gas and electricity contracts and managing your energy requirements. • We also offer Carbon Reduction surveys helping to reduce your energy use and we can also provide green and renewable energy should your company wish to go down this route. • Any savings we can make for you will have an immediate effect on your bottom line. • We can assure you of a hassle free no cost and no obligation solution for your energy requirement. • As a matter of interest how do you source your energy contracts now? • NOTE – CALL SCRIPTS ARE FOR YOUR GUIDANCE – PLEASE ADJUST TO SUIT

12. Alternative call script PRP • My name is xxxxxxxxxxxxxxxxxx - I am calling from a company called Power Solutions . • Power Solutions are an independent energy broker providing a free, no obligation energy consultancy service. • We specialise in procuring the best value gas and electricity contracts and managing your energy requirements. • As a matter of interest are you currently in contract?

13. Know your stuff before getting started Letter of authority / LOA The LOA does not tie the customer into a fixed agreement/contract with Power Solutions. A signed LOA only legally gives us permission to access the customer gas and electricity information held by their current supplier. It also allows us to give termination notice on behalf of the customer. For any reason if the customer is not happy with this point he can choose to cross it out from the LOA. In this case we would stress that the customer is responsible for cancelling his own contract. Because we do not put our customers on contract a signed LOA shows that the customer is willing to use our services.

14. Know your stuff before getting started Electric bill (see copy bill) • Electricity prices are shown in ppkwh (pence per kilo watt hour) • Some bills will have more than 1 rate (up to six different prices sometimes) • Electricity bills will have charges like standing charges, monthly charges, • KVA, settlement charges etc. • Meter supply reference is called an MPAN (meter point administration number) Different profile class 01 and 02 = residential meter (Power Solutions do not deal with residential customers unless the 01& 02 meters are part of a business, ie Farmhouse,small office etc.) 03 to 08 = commercial meters Half hourly meter (00) = have a special capacity requirement of over 100 kva the supplier records the data every 30 min. • Meter numbers are also on the bill - not to be mistaken for an MPAN

16. Know your stuff before getting started Gas bill (see copy bill) • Gas prices are shown in pence per Kwh or therm In the office all our prices are in Kwh • Usually gas bills show only 1 unit rate • Sometimes they do not have standing charges • Convert therms in kwh by multiplying the therms by 29.3 = Kwh • Meter references are called MPR (meter point reference) • Meter numbers are also on the bill - not to be mistaken for an MPR

17. Gas bill

18. Know your stuff before getting started Call the current supplier Always dial 141 before the supplier numberand use your own name Tips! What the supplier might ask you on the phone If asked, you are calling on behalf of the customer If asked, say that you are an energy broker acting on their behalf Say that you are happy to email/fax a copy of the LOA if needed Always! • Make sure you know the customer billing address, site address and customer account number (see customer bill) • Have the customer phone number to hand • Check their method of payment - DD or cheque (see customer bill) What information you need to get from the supplier • The exact end date of contract (explicitly ask for the end date contract and not the • renewal date which is 1 day after the end date contract) • Ask supplier to confirm full MPAN (two lines), MPR, billing and site addresses if not clear on the bill • Ask for an EAC (estimated annual consumption) or AQ (annual consumption) If there is a day/night rate split on the bill – request the day consumption total and the night consumption total Then fill in the fax template to send to the office (see copy of fax template)

19. Know your stuff before getting started Cancellation notice table

20. Know your stuff before getting started Send bills & LOA to the office Fax the following information to 08715 284220 Or Email to prp@powersolutionsuk.com • Completed fax template • Copies of recent gas & electricity bills (full bills not only front covers) • Signed Letter of Authority printed on the customers letter headed paper (if available)

21. Know your stuff before getting started CCL & VAT reduction Normal businesses are charged 17.5% VAT on their bill and 0.47*pkwh climate change levy for electricity and 0.164*pkwh gas. Businesses that are entitled to a reduced rate of 5% VAT are also exempt from CCL (*subject to Government change) Nursing homes, boarding schools, charities and some sports centers may qualify for reducedrate VAT and exemption from climate levy charge. All qualifying new contracts should be sent out by Power Solutions accompanied by a VAT declaration certificate. A separate certificate is needed for each site. Separate certificates are also required for gas and electricity. Even if the client was exempt with their previous supplier they will need to fill in a new certificate. If they have not been receiving an exemption then they could get a rebate for up to the last three years. Power Solutions will advise the customer if they do qualify for reductions.