How To Sell Memberships for Frank Gay Services

Equip Customer Service Representatives with the knowledge and skills to confidently sell memberships by accurately adding memberships, applying service add ons, configuring unit counts, and processing payments in ServiceTitan. This ensures correct setup of customer plans, precise recurring billing, and a consistent, high quality customer experience. Please Note: If customer needs to add a unit unto an existing plan, CSR must partner with Membership Team, Lead or Manager to create an invoice.

Victoria Hum
31 steps
3 minutes

Service Titan

Navigate to the Customer's Account on Service Titan

Click "Sell Membership"

Click "Select Business Unit"

In the drop down search bar, type in the proper **business unit HVAC**. Example; "Orlando HVAC." \ \ Then select the populated business unit with the job type. Example; "O Orlando HVAC Maintenance 10"

Click "Select Membership Sale Task"

Click "FLR-APLAN1"

Verify Billing Address in the "Membership Discount to" section

Verify the service location where the membership is being applied in the "Recurring Service Location."

Click "Create"

If you confirmed the customer has more than one unit, CSR needs to add more line items. \ \ First, Click "Add a service"\ \ If no additional units are needed, proceed to steps 15–27.

Type in "flr-addon" inside of the Name box.\ \ Then Click "FLR-ADDON: Family Plan-Each additional system"

Select the "FLR-APLAN1" option to the "Parent Service."

To update the quantity of additional units, enter the new number.

Click "Save"

To Collect Payment, Click " on the Collect and apply payment"

On the next screen, select the Drop down of inside of the "Payment Type."

Select the Card on File (confirm with customer) or add the new payment of ACH, AMEX, VISA, MASTERCARD or DISCOVER

Click "Charge"

Confirm all details inside of each field that populates inside of the Charge Bank Account or Charge Credit Card Pop Up. \ \ Please note: A VALID email must be on file for the ACH

Ask and Enter the customer's credit card number or checking account and routing number in the required fields.\ \ For ACH, customer will have to repeat Account Number and Provide a Check Number.\ \ If you did not hear the customer clearly, ALWAYS ask the customer to repeat it back. NEVER repeat back the number to the customer.

For Credit Cards, Ask and Enter the customer's CVC/CVV number.

For Credit Cards, Ask and Enter the customer's expiration date on the card.

For Credit Cards, Ask and Enter the customer's billing zip code.

Remind the customer that the membership will renew and Click "Store card/account data for future payments."\ \ If customer does not want to renew or advises do not store my card, DO NOT select this box.

Click the blue "Charge" button to run the credit card.

Once processed, please verify the "Transaction Status" states "Success."

If you sold additional nits, CSR will need to continue to the next steps. \ \ Click "View Membership"

Click on the little pencil to edit the Membership Page.

Click on the Tags field.

**Enter the number of units added.**\ **Example:** If 3 units were sold, enter **3** and click **‘3 UNITS.’**

Scroll to the bottom of the membership page and Click "Save"