Sunrun Rules of Engagement

Rules of Engagement - Selling Ethically at Sunrun: Partner

Our primary focus when interacting with and selling to customers is always to deliver a world-class customer experience 

We want all customers to be happy and excited to refer their friends and family 

To ensure healthy competition that puts the customer first across all sales channels, we created our Rules of Engagement

These rules focus on avoiding issues that could harm the customer experience 

Though it is unlikely that you will need these rules frequently, you should understand them and the disciplinary action you will be subject to if you do not follow them

Definitions

1 Direct sales reps

Sales reps who represent Sunrun through one of our direct channels including Field Sales, Inside Sales, Direct-to-Home, and Fusion

2 Partners

Sales reps who represent Sunrun through a partner organization. Sunrun has many partner organizations across the country.

3 Sunrun’s Rules of Engagement (ROE)

Guidelines that

Outline fair competition for sales reps working with the same customer

Provide a human-centered approach and clarity around sales competition

Outline the process for a positive customer outcome when a potential violation occurs

Are not intended to direct customers toward a specific agreement

Align with the Sales Ethics Standards

4 Violation of the Rules of Engagement

Two (2) sales reps with signed agreements for the same customer with the same opportunity address

5 Sales Compliance

The team within Sunrun that acts as an impartial party and records the customer experience in Rules of Engagement cases

6 Abandoned customer

A signed agreement in Salesforce stage 4, 5, or 6 with no movement for over 30 days

On day 31, the opportunity will move to Stage 11- Closed-Lost at which point, a new opportunity can be created

Following the Rules of Engagement

It is your responsibility to determine if a customer has a signed agreement with Sunrun or one of our partners

If a customer signs two (2) agreements with different sales reps, Sales Compliance will review.  Typically, the first to reach Stage 4 - Agreement Signed in Salesforce will stand.

If the customer has a signed agreement

Reinforce the relationship the customer has with Sunrun and disengage from sales discussions 

DO NOT say the customer could get a better or different offer from you

Refer the customer to their original sales rep to discuss their initial agreement

I understand you’re concerned about your agreement. Because you already have a signed agreement, I can’t create a new one. We care about your experience. Your original sales rep can resolve your concern.

If the customer wishes to cancel their agreement

Have the customer contact Customer Care or their sales rep

You cannot request cancellation for an agreement that was not signed with you

Creating new opportunities

Duplicate opportunities 

Direct sales reps and partners can create and work opportunities for the same address until the customer signs an agreement

Sunrun direct sales reps cannot create or work duplicate opportunities at any stage and may not close company opportunities (retail, 3rd party, digital, etc.) to create self-gen or referral opportunities

Once there is a signed agreement, Salesforce prevents the creation of other opportunities

Do not bypass any Salesforce blocks

Abandoned customers

You may create a new opportunity for an abandoned customer once the opportunity moves to Stage 11- Closed Lost

At-risk customers (ARC)

You may create a new opportunity for a customer in Stage 8- At-Risk Customer if there is not a resolution within 10 days of the opportunity entering Stage 8

Cancellations

You may create a new opportunity when an At-Risk Customer (ARC) case is Ready for Cancellation

Referrals

Follow the same guidelines for referred customers as non-referred customers

Retail (For direct sales reps)

A Clean Energy Ambassador (CEA) cannot confirm if a signed agreement exists It is your responsibility to determine if the customer already has a signed agreement

Reporting violations

Report potential violations to your manager or account manager and do not contact the customer during an investigation

Investigations should be completed in 10 business days

When investigating, Sales Compliance

Reviews Salesforce to confirm dates, timestamps, Docusign geo-tracking information, notes, and verification calls

Attempts to contact the customer to understand the issue 

Contacts the sales reps if needed 

Comes to a conclusion

When the investigation is complete, Sales Compliance informs the involved parties involved and management 

For violations by Partner sales reps, the Account Manager works with the Partner Company for disciplinary action 

For violations by Sunrun Direct sales reps, the People team and manager administer disciplinary action

Rules of Engagement cases

Do not contact other sales reps involved in the case before, during, or after the case

After an investigation, all parties will be notified regarding which agreement is active and will progress

Only the sales rep with the active agreement should contact the customer

Cases with a customer’s Notice of Cancellation

All customer cancellation requests must be escalated

Any cancellation request will start the cancellation process 

Once an agreement is canceled, the sales rep is no longer permitted to contact the customer

Cases without a customer’s Notice of Cancellation

Sales Compliance will 

Contact the customer to review their experience 

Ask questions and document the customer’s responses 

Verify which agreement the customer prefers to continue with and confirm their selection via email

Email the parties involved communicating which agreement is active 

Cancel the inactive agreement

Disciplinary action and resources

A violation of the Code of Conduct or Rules of Engagement results in the following penalties: 

Remember:  A violation occurs when two (2) sales reps get signed agreements for the same customer with the same opportunity address 

Field Sales, Inside Sales, D2H, and Fusion reps may see an impact on their pay as well as changes to the opportunity owner for any offenses

Major infractions have the potential to receive a level 3 or 4 penalty

Resources

For questions regarding this policy, please contact 

Sales Compliance

complianceops@sunrun.com

Partner Sales Ethics Standards

Selling ethically

✅ DO: Determine whether the potential customer’s home is suitable for solar, and avoid promising more than Sunrun can deliver 

✅ DO: Help customers identify what they’re looking for and how you can assist them with their choice 

✅ DO: Abide by no trespassing and no soliciting laws and signs

❌ DON'T: Don’t disregard what the customer is asking and wants

❌ DON'T: Don't make offensive jokes or harass the customer 

❌ DON'T: Don't spread rumors or gossip about competitors or utility companies

Forgery

✅ DO: Be honest and transparent with your peers, customers, and others 

✅ DO: Provide them with all of the information they need to make an informed decision

❌ DON'T: Don’t create fake email addresses for customers or claim the product has costs or capabilities that it doesn’t 

❌  DON'T: Don't create any written “side agreements” that amend or conflict with the terms of the Sunrun agreement 

❌  DON'T: Don't sign or initial any documents on the customer’s behalf, even if the customer asks you to

Misrepresentation

✅ DO: If you make any verbal promises about the benefits of solar, ensure that they are reflected in the agreement

✅ DO: Make sure you are clear in telling the homeowner that you don’t work with the utility company, solar is not free, and they will still make payments

❌  DON'T: Don’t pretend to have external non-Sunrun approved partnerships  

❌  DON'T: Don’t omit or manipulate information, or mislead anyone

❌  DON'T: Don’t leave people with assumptions that aren’t true

❌  DON'T: Don’t misrepresent the terms of the agreement

❌  DON'T: Never represent that you work for a utility company or a government agency

Marketing and communications

✅ DO: You may only use authorized materials provided by Sunrun

✅ DO: Make sure to comply with Sunrun’s Telemarketing Policy, Social Media Policy, and any other relevant policies

✅ DO: Use only approved and standardized email signatures with correct branding

❌  DON'T: Don’t create your own marketing or promotional materials.

❌  DON'T: Don’t use social media platforms to make marketing schemes. 

❌  DON'T: Don’t waste your time navigating all the laws about what we can and cannot say in marketing. Let the people who are paid to know the laws ensure everything is above board.

Elderly and other customers

✅ DO: Assess whether the homeowner displays the mental capacity to decide if Sunrun is right for them 

✅ DO: Assess their understanding of technology 

❌  DON'T: Don’t continue with a sale if the customer does not fully understand the decision

❌  DON'T: Don’t propose a Sunrun agreement to someone who seems confused, who doesn't appear to understand the costs or benefits, or who doesn’t appear to possess the ability to fulfill their obligations to Sunrun

Verification call

A verification call is a quality assurance step where new customers speak to Sunrun to confirm key points of the agreement. 

✅ DO: Ensure a verification call is completed with the customer for every signed deal

✅ DO: Ensure you are following state-specific requirements as applicable 

❌  DON'T: Don’t complete a verification call with someone other than the customer who signed the deal

❌  DON'T: Don’t coach or assist a customer with their personal information or email, or prompt them on how to answer

Language

✅ DO: Communicate with customers in the same language as the agreement that you are presenting

✅ DO: Provide a copy of the agreement in the same language that you spoke to the customer

✅ DO: Ensure the verification call is also done in the same language

❌  DON'T: Don’t make a presentation and verification call in Spanish but have the customer sign the agreement in English. This will invalidate the agreement.

Credit

✅ DO: A prescreen of a potential customer’s credit can be run before they are contacted

✅ DO: Hard credit checks require the customer’s express authorization

✅ DO: Customers should always receive a copy of the credit decision

❌  DON'T: Don’t run a hard credit check without the customer’s express authorization 

❌  DON'T: Submit fraudulent information for a hard or soft credit check 

❌  DON'T: Never substitute or allow the customer to substitute another person's information (People check their credit reports, and they’ll know!)

Contract terms and conditions

✅ DO: Provide the customer a copy of the solar or battery agreement in the language in which you sold Sunrun products and/or services to the customer 

✅ DO: Ensure the customer understands and agrees to all terms and conditions before signing the agreement

✅ DO: Ensure all contracts are signed by the customer on their own device, not on yours 

❌  DON'T: Don't create any written “side agreements” that amend or conflict with the terms of the agreement 

❌  DON'T: Don't promise customers anything that contradicts the terms of their agreement, including but not limited to any promise concerning: (a) energy production; (b) a customer’s ability to terminate the agreement after the system is installed; or (c) the cost of removing the system temporarily, the service transfer process and applicable fees, and weather-related damage coverages

Cancellations

✅ DO: Make the customer aware that they have at least 3 business days to cancel their agreement for any reason after signing

❌  DON'T: Don’t avoid informing the customer of the right to cancel the agreement

Sunrun Logins

✅ DO: Keep your login information (username and password) private; Do not share your login information with anyone.  All sales reps can only have one login at a time for a specific partner - duplicate accounts will be deactivated.

❌  DON'T: Share passwords if your teammate forgets theirs or is already logged in; Never use anyone else’s login credentials for work that you are doing 

Licensing

You may not use anyone else’s license or information to sell solar. It is expected that all individuals selling Sunrun products obtain the proper licensure for the state or states where they sell. Not doing so may result in termination and personal liability

Rules of Engagement

Determine if a customer has already signed a Sunrun Agreement with Sunrun or one of its Partners by asking the customer during the intro call, at the beginning of the appointment, or by receiving a deal registration block in Salesforce.  If an agreement is already in place, disengage with the customer and refer them back to their original rep

Retail 

When working with a Sunrun-approved retail partner, review and adhere to the retail code of conduct

✅ DO: Treat consumers, customers, and your coworkers with respect, and build a winning culture 

❌  DON'T: Try to bully your way into getting other departments at Sunrun to do what you want 

❌  DON'T: Be a jerk

Reporting violations of sales ethics

Report any potential violations to your manager, the Sales Compliance Team (complianceops@sunrun.com), the Legal Team (integrity@sunrun.com), or Sunrun’s whistleblower reporting system, NavEx.

✅ DO: Be Accountable

❌  DON'T:  Hope that the behavior self-corrects over time

We are accountable to current and potential customers to ensure any potential violations are reported and investigated

Investigation and review process

Be available, open, and honest if you are asked to participate in any investigation by the Employee Relations Team or the Legal Team

At Sunrun there is zero tolerance for retaliation for bringing forward a good faith allegation or participating in an investigation

During an investigation

❌  DON'T:  Lie or bend the truth

❌  DON'T: Talk to your peers about investigations

❌  DON'T: Avoid the investigator 

❌  DON'T: Contact the customer about the investigation

Penalties and consequences 

If you violate the Code of Business Conduct and Ethics or any other Sunrun policy, you may face disciplinary consequences up to and including termination or a prohibition from selling Sunrun products and services