ESC Training Program Overview 072518

Overview of ESC’s Account Rep Training Programs 2018 Eric Burgis 610-796-1946 eburgis@escenter.org © Energy Solutions Center Inc. –All Rights Reserved 2 The Energy Solutions Center (ESC) encourages the development of core competencies in residential, commercial, and industrial natural gas account representatives. Account representatives are often the face of the utility in front of current and potential end users. 3 ESC Has a History of Training Utility Sales and Marketing Staff Monthly Webinar Series Over 100 different webinars In past several Years > 13,000 individual training hours logged Technology & Market Assessment Forums ~ 1,000 Speakers past decade at TMAF Specialty Webinars for Members More than 270 Custom Webinars in past several years Dozens of In-person Workshops 4 ESC’s Account Rep Training Programs Basic Sales Residential Commercial I Commercial II “This is the first ‘organized’ training curriculum in which the entire enterprise can participate. Other training opportunities are ‘one off’ webinars/classes that have only been attended by a handful of employees” – AtmosEnergy 5 Training Program Layout Each Training Program is On-Line and available 24/7 & 365 days a year Each Program Contains more than a dozen training units Each training unit includes a handout, an on-line or downloadable video presentation, and a 20 question test 7 ESC MemberSubscribers 40 ESC Corporate Members serving > 100 different franchise areas “50% of my new staff is new to the Energy Industry; I view this product integral to new hire training” – DTE Energy 8 Training Program in General This comprehensive Account Rep Training Program is designed to enhance the capabilities of new, newer or experiences account reps in areas such as customer relationship management, sales & marketing, and applications of end use natural gas equipment and systems. These programs are focused on the enhancing the core competencies of energy utility marketing and sales professionals by: •Targeting new or seasoned marketing and sales reps who need to learn about applications of new gas solutions for end-use customer refresher •Providing strategies to sell gas for load growth, promote energy conservation, or focus on load retention •Addressing challenges utility staff deal with day to day to meet goals •Introduce technologies, concepts and strategies for any utility customer facing staff where an introduction to the various applications of natural gas products is desired 9 Sample Material “Using ESC industry knowledge and expertise helps bring our sales consultants up to the technical level appropriate for their jobs.” – Enbridge Gas Distribution 10 Basics This track covers Energy and Natural Gas 101, discusses how the utility operates & earns revenue, reviews meters, piping and safety, and includes basic knowledge needed by new/newer customer representatives and operations staff representatives. Residential All residential technologies are reviewed throughout this track. EE strategies and certification programs are included in this track as well as units covering conversion strategies and, working with builders & real estate professionals. Commercial I Consultative sales and life cycle costing are just two of the strategies reviewed in this track along with all commercial market technologies, green certification programs, building automation, and environmental considerations. Commercial II The Commercial II track is geared toward utility professionals in commercial sales and/or marketing who would benefit from a more detailed look at the various commercial markets. High Level Overview 11 Comparing Gas to Other Fuels Terminology and Factors Natural Gas Wells, Storage, Delivery, Measurement, and Fracking Natural Gas Supply, Consumption, Production, Operations, and Pricing The Benefits of Natural Gas Understanding Carbon Footprint Examining the Competition: Electric Rates & Billing Natural Gas Safety How Gas Utilities Make Money Gas Meter Operation and Selection The LDC Organizational Structure Rate Structures Customer Piping Fundamentals Building Codes and Fuel Switching Natural Gas Basics Curriculum 12 Residential Natural Gas Curriculum Natural Gas Load Growth & Retention Water Heater Options for Existing and New Construction Homes Home Heating Options Electric & Gas Heat Pumps Kitchen, Laundry, and Hearth Products Using Natural Gas to Create an Outdoor Living Experience Natural Gas Options for Generating Power Consumer Demographics & Preference for Gas Residential Energy Efficiency Strategies and Technologies Understanding the Home Energy Rating System (HERS) and the Impacts of Natural Gas Appliances Green Certification Programs Influencing Homebuilders and Realtors About the Advantages of Natural Gas Residential Conversion Strategies Natural Gas Solutions for Mobile Homes 13 Commercial Natural Gas I Curriculum Commercial technology overview Commercial Heating – Boilers Commercial Heating – Hot Air, IR, Unit Heaters, RTUs Hot Water Heating Gas Air Conditioning Combined Heat and Power CNG Vehicles Humidity Control Food Service Technologies Basic sales skills - Building Credibility & Consultative Sales Building automation systems, controls Environmental Considerations Green Certification Programs (LEED, Green Globes) Oil to Gas Conversion (Supplemental unit) 14 Commercial Natural Gas II Curriculum Healthcare Schools Foodservice Lodging Office Buildings Multi-Family Elderly Care Retail Universities Supermarkets Working with National Accounts Financial Considerations and Basics Knowledge for Gas Reps 15 ESC’s Training Program Stats Commercial I Commercial II ResidentialBasics LaunchedApril 2014April 2017January 2015January 2016 # of Utilities30142624 # of Students743114542234 Tests Taken6,88210035,5062,165 CompletedTrack40559313131 As of 7/25/18 Approx. 1,600 Different Students have completed over ~15,600 Tests to date “We have a need to provide our sales team with the tools that they need to be successful. It is important for us to provide consistent training, therefore since we rely on ESC as our main resource for natural gas equipment/technology needs, it makes sense for us to utilize training from ESC.” – Piedmont Natural Gas 16 80% rated the program an exceptional value Current Staff Commercial Skill levels 22% Expert 53% Average 30% New Member Survey “The training is exceptional (i.e. covers all important equipment topics in an expert, methodical manner) and is easily accessed via the web at the convenience of the sales representatives' schedules. There is no other place to get this type of focused training to all of our representatives in 4 States without the significant cost of travel. –Black Hills Energy (SourceGas) 17 Training and Personal Development Plans Many companies expect their employees to have Personal Development Plans which are updated annually. This training could fit into a portion of your own development plan. It’s easily quantified and easily tracked for progress. “Training is critical to ensure our field sales representatives have the core fundamentals of technology to help customers. It will also be important to understand how to sell and communicate with customers and not just be an order taker.” – Spire Energy (Laclede Gas) 18 Accessing The Training Program 1.Go to www.escenter.org 2.Sign-in with your case sensitive User name and Password 3.Click Events and Programs 4.Scroll down to Training Program then click on appropriate Track 123456 xyz 19 Typical Training Program Landing Page Links are provided for each training unit: 1.Print Handout 2.Watch Recorded Training Units 3.Take the Test for each training unit Note that students do not have to follow the order listed. 20 Handouts Clicking on the Print Materials tab will allow the student to open and print a handout that includes an area to take notes. 21 Recorded Unit Units are recorded as MP4’s that should play on most computers. Videos can be played on- line or downloaded and played later by right clicking the link and saving the file to your hard drive. 22 Click the Test Link for a Unit Enter your name and work e-mail address then click Start Test 23 Each Unit has a Test Student takes online tests and scores are tracked •20 Questions •35 Minute time limit •Multiple choice, true/false, or fill in the blank •70% Grade passes •5 Attempts to pass •Q&A Random order for each test 24 End of Test After answering all questions click Then Click Score Shown Click here to download Certificate of Completion Incorrect answers are displayed 25 Certificate of Completion Must be printed out by student at conclusion of test. Certificate shows name, date, unit, and # of Professional Development Hours Earned 26 ESC does Overall Tracking and provides to designated personnel at the LDC monthly 27 Certificate of Completion sent to individuals who complete all training units in a track 28 Expert Series Deeper analysis of opportunities and strategies for load growth and/or promotion of conservation with C&I customers, including controls, audits, industrial technologies, etc. Residential II This segment will explore additional sales and marketing topics that will allow utility reps to develop multifaceted marketing programs and strategies for success. Future Training Programs from ESC Training Unit Summaries 30 Unit 1: Comparing Gas to Other Fuels – Terminology & Factors This unit is a primer on all primary & secondary energy forms, terminology and factors including conversion factors, pricing trends, and an overview of environmental benefits of natural gas compared to other fuels. Unit 2: Natural Gas Wells, Fracking, Storage, Delivery, & Measurement The production, delivery and metering of natural gas will be examined in this unit. Students will be introduced to how natural gas is formed, locating natural gas, extracting gas from the ground, storage methods, transporting gas to customers and measurement along the way Unit 3: Natural Gas Supply, Consumption, Production, Operations & Pricing This unit will introduce students to the natural gas supply environment including production, pipeline operations, gas supply, and liquefied natural gas. Basics - Unit Summaries 31 Unit 4: The LDC Organizational Structure This unit will provide an overview of the various operating departments within utilities including: Gas Acquisition, Gas Supply, Metering, Distribution, Call Center, Billing, Collections, Customer Service, Marketing and Sales, Regulatory Affairs, Communications, Legal and IT. Unit 5: The Benefits of Natural Gas Statistics on the natural gas marketplace and benefits of natural gas will be discussed in this unit. From worldwide to North American markets; the economics, source to site efficiency, and environmental issues will be discussed. Unit 6: Gas Utility Revenue Streams & Customer Programs This unit provides an overview of the various programs, such as billing and payment assistance programs available to end-use customers and how utilities incorporate these into revenue streams and effective programs for customers. Basics - Unit Summaries 32 Unit 7: Understanding Carbon Footprint This unit reviews the global environmental implications of carbon emissions on the earth. Additionally, a way to measure carbon footprint, and means to reduce our carbon footprint will be examined. Unit 8: Natural Gas Safety This module examines potential safety issues with gas leaks, carbon monoxide, pipeline safety, digging safety, and hot water temperature, as well as emergency preparedness. Unit 9: Building Codes & Fuel Switching We will examine pipe sizing, venting and appliance conversion considerations and what utility representatives need to understand when it comes to conversion to gas from another energy source. Unit 10: Customer Piping Fundamentals Introduces the various piping systems available for natural gas. Topics include: black iron pipe, copper piping, CSST and the design and safety aspects of these systems. Basics - Unit Summaries 33 Unit 11: Gas Meter Operation & Selection This unit will look at the various metering options available for customers including diaphragm, rotary, turbine and ultrasonic meters. Additionally we will examine meter sizing, application, meter reading and timing. Unit 12: Natural Gas Rate Structures This unit will review the various rates available for customer classes and how unique options can affect the customer’s energy decision. Cost of Service, WACOG, and various riders will be reviewed in this unit. Unit 13: Examining the Competition: Electric Rates & Billing The electric utility incorporates numerous riders and contract options for end-use customers. This unit will help you understand electric rate terminology, the deregulated marketplace and how electric costs are calculated from a competitive standpoint. Basics - Unit Summaries 34 Unit 1: Natural Gas Load Growth & Retention Homes with a robust menu of gas appliances improve customer satisfaction and loyalty, and offer opportunities to grow gas load as well. This unit will help utility reps identify additional burner tips that can be added to enhance the comfort, reliability, and efficiency of homes. Unit 2: Water Heater Options for Existing and New Homes Natural gas water heaters are the most popular gas appliance found in homes. The benefits of natural gas water heating whether tank, tankless, solar, or combination water heaters, will be reviewed and compared to electric tank, tankless, and heat pump water heaters. Unit 3: Home Heating Options The advantages of natural gas high efficiency furnaces and boilers, floor or wall furnaces, gas fired baseboard units, through the wall systems, and combination units will be reviewed. Residential - Unit Summaries 35 Unit 4: Electric & Gas Heat Pumps Design, operation, installation, and cost of gas and electric heat pumps will be examined along with a comparisons to geothermal heat pumps. Unit 5:Kitchen, Laundry, and Hearth Products The features and benefits of gas ranges, cooktops and other gas cooking appliances will be examined along with other home appliances such as gas dryers, and hearth products. Talking points about the advantages of natural gas appliances in the home will be identified. Unit 6: Using Natural Gas to Create an Outdoor Room The unit will highlight how easy it is for homeowners, landscape architects, contractors, and builders to create superior outdoor living experiences. Unit 7: Natural Gas Options for Generating Power This unit will review gas standby generators, typical sizing, and costs. The unit will also review operation and performance, benefits, applications and economics of commercially-available residential microCHPsystems. Residential - Unit Summaries 36 Unit 8: Consumer Demographics & Preference for Gas Market studies of homebuyers and homeowners will be examined to understand the market and demographic trends of natural gas homes and appliances. Unit 9: Residential EE Strategies and Technologies Several standard home energy efficiency techniques will be reviewed such as the benefits of a performing a blower door test and use of IR cameras. Promoting the wise use of natural gas use through programmable thermostats, zone controls, and home energy monitoring will be addressed. Unit 10: Understanding the (HERS) System This unit reviews the HERS from RESNET (Residential Energy Service Network), what the system is, how it works, and who is using it. Residential - Unit Summaries 37 Unit 11:Green Certification Programs This unit will discuss the environmental benefits of building green along with various green certification programs for the residential market such as LEED, Energy Star, Indoor AirPlus, and NGBS. Unit 12: Influencing Homebuilders and Realtors This unit will provide students with ideas and strategies to overcome builder cost and construction hurdles to the placement of gas lines and the deployment of popular natural gas appliances. gas homes. Unit 13: Residential Conversion Strategies Tools and resources for consumers leaning toward conversion will be shared. Prospecting mechanism to identify conversion candidates will be examined. Unit 14: Natural Gas Options for Manufactured Homes This training unit covers the mobile home market and challenges associated with this market. Residential - Unit Summaries 38 Unit 1: Commercial Technology Overview Primer on all natural gas equipment used in the commercial market segment. Unit 2: Commercial Heating –Boilers Review the design, operation, and performance of the variety of hot water and steam boilers, including related boiler components such as burners, controls, steam traps, economizers, and deaerators. Unit 3: Commercial Heating –Hot Air, IR, Unit Heaters, RTUs This unit will addresses energy efficient technologies for warm air and infrared heating. Unit 4: Hot Water Heating Focus on traditional tank and tanklesswater heaters, as well as direct contact water heaters, boilers, booster water heaters, gas heat pump water heaters and other technologies. Commercial I - Unit Summaries 39 Unit 5: Gas Air Conditioning Natural gas air conditioning including: gas fired heat pumps, absorption chillers, engine driven chillers, and steam turbine chillers. Life cycle costing and environmental benefits are also addressed. Unit 6: Combined Heat and Power (CHP) This unit addresses the opportunity and best applications for CHP as well as economics, the source-to- site argument, and equipment efficiencies. Multiple prime movers and waste heat recovery technologies are also covered. Unit 7: CNG Vehicles This unit serves as an introduction to natural gas vehicles and refueling options for fleets. Best practices and the most compelling applications for commercial customers for CNG and LNG vehicles will be addressed. Commercial I - Unit Summaries 40 Unit 8: Foodservice Operations Focuses on the primary cooking technologies used in the commercial kitchen, and the advantages of natural gas over other fuels. Unit 9: Humidity Control This unit addresses the negative health, operational, and efficiency aspects of poor humidity control and introduces gas fired humidification and dehumidification technologies. Unit 10: Basic Sales Skills - Building Credibility & Consultative Sales Sales skills and concepts will be introduced to help account reps improve their credibility with customers, and be successful in closing more deals. Commercial I - Unit Summaries 41 Unit 11: Building Automation Systems & Controls This unit addresses products available to help automate the HVAC systems to provide better comfort for occupants while saving energy. Unit 12: Environmental Considerations relevant to Commercial Customers This unit will review how to bolster sales by emphasizing the positive environmental attributes of natural gas. Unit will focus on the source to site emissions argument, relative fuel efficiencies, and the disadvantages posed by the use of heating oil. Unit 13: Green Building Certification Programs This unit compares and contrasts LEED and Green Globes and how the role of natural gas and efficiency are covered by each program. Unit 14: Oil to Gas Conversion This is a supplemental training unit that is not required for completion of the program. It is specific to regions that have a lot of commercial oil heat users. Commercial I - Unit Summaries 42 Commercial Natural Gas II Curriculum Healthcare Schools Foodservice Lodging Office Buildings Multi-Family Elderly Care Retail Universities Supermarkets Working with National Accounts Financial Considerations and Basics Knowledge for Gas Reps For each segment, a market overview will be provided analyzing current energy usage, building statistics, and opportunities for growth. The unique market and energy characteristics of that commercial customer segment will be spelled out. Each unit of Commercial II concludes with questions to ask customers in the respective market segment along with relevant case studies. Contact Info: David Weiss 202-824-7153 dweiss@escenter.org Eric Burgis 610-796-1946 eburgis@escenter.org