Chapter 1: Welcome to XOOM Energy 101

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Step 1Training

Integrity

Create an environment of:

+ Compliance

Basic Training Knowledge Understanding

You must complete the accreditation process before you can refer XOOM Energy customers.

STEP 1Review Training Materials

STEP 2Successfully complete Accreditation Questionnaire

STEP 3Affirm statements within Code of Conduct

STEP 4Create a XOOM Energy badge*

Ability to refer Customers!

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Chapter 2: Deregulation & The Retail Energy Market

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Energy Service

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REGULATED

Customers are given one option to purchase their natural gas or electric power through the local utility

DEREGULATED

• Energy service provided by an energy retailer or energy supplier like XOOM Energy

• Open to competition

• Innovative service plans

• Customers have more options for controlling their energy costs

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Energy Service: The Roles

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Benefits of Deregulated Markets

Giving customers the energy they need, at a competitive rate.

Utility continues to deliver energy to customers with same reliable service

Competitive rates and innovative service plans

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CHOOSEAbility to

=

Opportunity for YOU!

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Keep it simple Natural Gas

Electricity

Residential and small business customers

Renewable energy options

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What changes when I switch to XOOM Energy?• XOOM Energy will provide customer service for the products and

services purchased and will help with questions about bills.

• Customers receive energy service from XOOM Energy on the date specified in the Welcome email Letter.

• A Cost Recovery Fee/Early Termination Fee may be charged if a customer cancels their term energy contract before the end of the contract term.

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What changes when I switch to XOOM Energy?Billing – in most markets, the customer will receive one bill statement directly from the local utility; the bill statement will include XOOM Energy’s Supply charges and the local utility’s Delivery charges.

• Customers in Texas and Georgia will receive one bill directly from XOOM Energy and it will include XOOM Energy’s charges and the local utility’s charges.

• Customers in the Southern California Gas and San Diego Gas & Electric markets will receive one bill from XOOM Energy for Supply charges and a different bill from the utility for Distribution charges.

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What stays the same when I switch to XOOM Energy?

• Your energy charges will continue to be based on the meter reads conducted by the local utility.

• Delivery of your energy will be provided by the utility and their fees will appear on the bill.

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Home Owners Small Business Large Business

You have a product to offer them!

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Chapter 3: XOOM Energy Products & Plans

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Consumer Choice

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Month to month contract

Long-term contract

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Purchase energy Rate fluctuates

with wholesale market

Lowest possible cost that current market allows

Variable Rate Plan

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Fixed Rate Plan

Price certainty

Stability and peace of mind

Locked and guaranteed not to change

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XOOM Energy Value Proposition

No cost to switch

No interruption in service

Your choice of plans and pricing

XOOM Energy offers customers the power of choice in their plans – an option that is unavailable

with the utility.

COST RECOVERY FEE/ EARLY TERMINATION FEE

If a customer cancels before the end of their contract, a Cost Recovery Fee/Early Termination Fee will apply.

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Customer Portal – 24hr access

myxoomenergy.com

• Make XOOM Energy bill payments• Check XOOM Energy account balances• Upgrade to fixed plans• Renew fixed rate plan for an additional term• Update contact information 24 hours a day!

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Chapter 4: Compliance & Accreditation

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COMPLIANCE:

Expect our partners to do the same

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Customer Choice Responsibility

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Adhere to rules at all times

Everyone is responsible

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Marketing Materials

One-on-one conversations

How customers enroll

All marketing materials must be approved by XOOM Energy:

Advertisements

Flyers

Videos

Websites

IBOs are not allowed to use the XOOM Energy logo or any utility’s logo in the promotion of their business.

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One-on-One Conversations

Be Upfront

Be Honest

Do not mislead any customer

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IBO’s should NEVER: Misrepresent the relationship XOOM Energy has with the utility.

We are not endorsed by, nor affiliated with, any utility in any way.

Contact the utility on behalf of your customer for any reason, including a three-way call

Use false, misleading or deceptive language

Guarantee savings unless savings are stated on the XOOM Energy website

Complete an enrollment on behalf of any customer

Use their email address or phone number for any enrollments other than their own

Make a record of the customer’s account number unless customer has enrolled or otherwise consented

Conduct Door-to-Door or telemarketing sales

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Illinois IBO Requirements

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• Must be familiar with electricity and natural gas services you are selling including rates, payment options, cancellation rights and early termination fees.

– All of this information is available on the XOOM website which contains product descriptions and disclosures, including:

• Charges for service for the term of the contract and, if any charges are variable, an explanation of how they are determined

• Any fixed monthly recurring charges

• The term of the contract and renewal clause

• The Early Termination Fee is limited to :– $50 for residential customers and $150 for small commercial customers for electricity

– $50 for residential customers and small commercial customers for natural gas

• The customer’s right of rescission

• All of this information is contained in the Terms and Conditions for both gas and electric products, as well as in the Uniform Disclosure Statement for electric products.

Illinois IBO Requirements

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• Must be able to provide a toll-free number for XOOM Energy and the ICC’s toll free number for complaints

–XOOM Energy’s toll free number is 1-888-997-8979

–ICC’s Consumer Services Division toll free number is 800- 524- 0795

–Both numbers are provided on XOOM's website

• Note the local utility will continue to respond to any service calls and emergencies and the customer will receive a written notification from utility confirming a switch in service

• Always make clear that you do not represent the utility, any government agency or any consumer group.

Delaware Door-to-Door Sales

“Door-to-Door Sale” means a sale, or offer of Contracts for sale, in which the Electric Supplier or Electric Supplier’s Agent personally solicits a Residential or Small Commercial Customer to sell Electric Supply Service. This term does not include:

1. Sales made at Public Events*

2. For Small Commercial Customers, sales in response to or following a pre-scheduled appointment between the Small Commercial Customer and the Electric Supplier; and

3. Any sales which is conducted entirely by mail, telephone or other Electronic means

*Public Event” means an event in a public location at which an Electric Supplier may market and solicit Residential and Small Commercial Customers to enroll.

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Competitive Rates

Unless stated on the XOOM Energy website acn.xoomenergy.com

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Acquiring Customers

The right way!

Understanding the Basics

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Violations can result in:

Possible disciplinary action

Termination

Civil and/or criminal charges against you

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CHOICE

OPPORTUNITY

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Everyone must follow the rules!

COMPLIANCE

=

SUCCESS

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Click on the accreditation link

XOOM Energy Accreditation Process

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You must complete the accreditation process before you can refer XOOM Energy customers.

STEP 1Review Training Materials

STEP 2Successfully complete Accreditation Questionnaire

STEP 3Affirm statements within Code of Conduct

STEP 4Create a XOOM Energy badge*

Ability to Customers!

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1. Answer questions

2. Review your answers

3. Click Submit

Accreditation Questionnaire

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Pass

Move on to Step 2

Did not pass

Review XOOM Energy Training

Retake the questionnaire

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1. Agree to each statement by clicking on checkbox

2. Click Submit

Code of Conduct

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Get badged!

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Now eligible to refer XOOM Energy customers!

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Important Reminders IBOs are never allowed to create their own marketing materials

Never guarantee savings unless savings are stated on the XOOM Energy website

Complete Step 1, XOOM Energy 101 training, before moving to Step 2 to complete the Accreditation process

Upload an appropriate image to be used on your XOOM Energy badge

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Chapter 5 : XOOM Energy Online Enrollment

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Successfully educate your customers about enrolling themselves with XOOM Energy

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Fixed Rate Plan

Lock in rate for duration of contract

Plan Options

Variable Rate PlanFluctuates with the market

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Green Renewable Energy Plan

SimpleClean• 50% Renewable Energy

Carbon Free Natural Gas

TruEco• 100% Green Energy

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Monthly Administrative Fee

Cost Recovery Fee/Early Termination Fee

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Enrollment Process

Four-step process

Have utility bill handy

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Dual Commodity Enrollments

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IBOs are not permitted to enter their email address as the customer’s email address except on their own energy account

Step 1

Enter basic info Name

Service Address

Billing Address

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Step 2ID Verification and Credit Analysis

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Step 2: No Credit Checks Required Utility assumes all

responsibility for bad debt

Customer cannot have an outstanding balance

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Step 2

Credit Analysis

Pay a deposit

Agree to a credit check

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Acceptable

Deposit will be waived

Enroll with no further actions needed

Not Acceptable Presented with options to

continue enrollment

Vary from market to market

Credit Analysis Results

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Step 3

Review Enrollment

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Auto Bill Pay ProgramBenefits of Auto Bill Pay

• Bill amount automatically deducted from debit/credit card monthly

• Simple and free to sign up

• Fewer late fees

• Saves time and money

• Convenient

• Environmentally friendly

Sign up during enrollment or log into your MyXOOM account!

Step 4

Confirmation Page

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Contract Summary Customers in

Delaware and Maryland

• Provided with contract documents

• Emailed to customers after enrollment submitted

• Available for download

• Includes product description and disclosures

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Uniform Disclosure Statement (UDS) Customers in Illinois

• UDS includes product description & disclosures

• UDS is available on website for review & download prior to enrollment

• UDS is provided via email & US Mail with contract documents after enrollment is submitted

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Customer is accepted into XOOM Energy

Welcome Email

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Billing Methods Bill comes directly from utility

with XOOM Energy charges included

Dual Bill – customer receives bill from utility for distribution charges and a bill from XOOM Energy for the commodity charges

Supplier Consolidated Bill –comes directly from XOOM Energy and includes all charges

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Budget Billing Program

• Equalized payments

• Predictable

• No cost to enroll

• Residential and Business

• XOOM Energy charges only

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Additional Resources

• Glossary

• Utility Market Matrix

• Check your Back Office regularly

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Important Reminders Allow customers TIME to learn about all the products available

NEVER develop or use your own marketing materials

NEVER misrepresent our products or mislead customers into enrolling

NEVER remove an original bill from a customer’s home/business.

IBOs are NEVER allowed to enter your own email address for the customer

IBOs are NOT permitted to call the utility on behalf of their customers for ANY reason

Customers can obtain account information 24 hours a day using their MyXOOM account at myxoomenergy.com

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Ensure you are acquiring customers the right way….

The XOOM Energy way!

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Chapter 6: Value-Added Programs & Services

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Renewals

• Term plan customers• XOOM Energy sends an email

notice • Plan options provided by market

Auto Bill Pay Program*Benefits of Auto Bill Pay

• Bill amount automatically deducted from debit/credit card monthly

• Simple and free to sign up

• Fewer late fees

• Saves time and money

• Convenient

• Environmentally friendly

*Available in California and Texas in the U.S. and in Alberta, Canada.Sign up during enrollment or log into your MyXOOM account!

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More opportunities for you to grow your business!

Visit your Compass/Back Office for details.

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DISCOUNTS.

DEALS.

PRIZES.

XOOM Xtras is the FREE loyalty program that rewards you for managing your XOOM account, engaging in social media & playing games!

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The Wireblog.xoomenergy.com

• Featured products and services

• Energy industry news

• Energy tips for consumers

In order to finalize the accreditation process, you’ll need to confirm your understanding of the training materials by completing our brief Accreditation Questionnaire.

If you’re ready, proceed to Step 2, the accreditation process and complete the Questionnaire.

If not, feel free to XOOM in on any of the chapters you’d like to review and refresh your memory.

Training Summary