Code of Conduct
Skyline Sales representatives are expected to represent the Skyline brand with integrity in all interactions and to comply with the Skyline Code of Conduct. (A summary is below.)
Customer Contact
Include completely true and accurate information only.
Write in the correct right of rescission date. If you fail to do so, Skyline may be required to release the customer from their contract.
Do not modify contract language in any way (either orally or in writing) before or after the customer signs.
Credit Verification / Person on the Contract
First, clearly inform the potential customer that Skyline will conduct a credit verification (whether via mobile app or account creation line). Obtain express verbal permission first from each individual whose credit you wish to run. A spouse cannot authorize a credit check for the other spouse. Do not sell to any person who is not on the title of the home, including those who are renting, “renting to own,” or “intend” to buy the home. Next, you must obtain signed permission to then verify credit worthiness via the mobile app. Customers must sign the release language and confirm approval. Any credit verification outside of this method must have a recorded approval from the customer on a recorded line.
Criminal / Fraud
Do not impersonate, or allow another to impersonate, any person on any call at any time (with or without permission).
Do not sign any document, or allow another to sign any document, on behalf of any other person. This applies regardless of whether the person gives you or another person permission.
A person with Power of Attorney over the customer should sign their own name on the contract (not the customer’s name) and then write “Attorney-in-Fact for ‘insert customer’s name’ ” by their signature. For this to be valid, the sales rep must submit a complete copy of the Power of Attorney document with the contract.
Licensing Sales Area
Only sell in company approved areas (areas where we have explicitly stated we are properly licensed to operate in) including state and local licenses, such as peddlers or solicitors license.
Carry a physical copy of your license with you at all times and show it (and your Skyline ID badge) upon request to anyone who asks.
Quality Assurance
Do not suggest or tell a customer they can call Skyline to get something different than the original contract terms (i.e. shorter contract, free months, change billing method, etc.)
Do not state or imply that a customer answer the welcome call questions in a certain way (no coaching).
Never provide false information when creating an account (whether or not you intend to later correct the information).
Do not, in any manner or under any circumstance, use a representative identification number other than your own.
Misrepresentation (General)
Do not state or imply you are affiliated with, working with, sponsored by, or endorsed by the police department or any other official or governmental agency.
Do not use any other alarm system offer or voucher, unless it has been pre-approved by the corporate office (not the representative’s manager.)
Do not promise a customer they will receive a homeowners’ insurance discount for having an alarm system installed or that their monitoring rate will be less due to a homeowners’ insurance discount.
When giving the customer a discount or promotion, never state or imply a reason that is not factual (i.e. never inform a customer they are getting the equipment for free, but you may say installation is free, if it is, in fact, free).
Account Takeovers
Skyline has a strict policy with regards to account takeovers. In addition to requiring the QA calls, and getting the takeover acknowledgment form, you must ensure that the account takeover is handled immediately at the time of sale, including any buyout amount. You may NOT pay this off later, or take care of this after the fact. It must be handled immediately or you will be penalized and charged fees. Additionally, keep the following in mind:
Do not present yourself or imply in any manner that you are associated or affiliated with any company other than Skyline and Brinks Home Security.
Do not tell any potential customer that their current alarm system may not work or that their existing company may not have serviced them adequately.
Do not state or imply (whether it is accurate or not) that any alarm or monitoring company is going or has gone or has gone out of business or is bankrupt.
Do not state or imply that any alarm or monitoring company sold the customers’ account.
Do not state or imply that it is merely an update or upgrade without immediately and clearly disclosing that the customer will be switching companies.
Payments / Payment Information
Do not use at any time, or include on a customer contract, any financial or payment information other than the homeowner’s personal financial information (i.e., do not use or allow to be used a prepaid credit card).
Do not attempt to pay any customer’s account balance. Do not attempt to provide a credit on an account or remove a past-due balance, in an attempt to be paid a commission on the account.
Previously Sold Accounts
Do not cause any person who previously purchased a Skyline alarm system to enter into a new contract with Skyline. Do not use customer information you have previously obtained (i.e., from working with another company) or obtained from another individual, to sell or resell a customer. (i.e., customer lists).
Professionalism / General Conduct
Do not use any kind of “scare tactics” when soliciting prospective customers (i.e. do not say burglars can or will disable their current alarm or have recently been in the area). Your conduct must be professional at all times.
Telemarketing
Skyline does not permit telemarketing of any kind. Please check with the compliance department for specific questions.
Terminable Offenses
Terminable offenses include, but are not limited to: Forgery, fraudulent account information, impersonation, trademark/copyright infringement, unauthorized credit checks or ID theft, or other criminal offenses. Each rep signs an ethics agreement. Ensure that you are aware of those guidelines.
back to top
