Home Passport Roadmap
One module per week. Each module ends with a learning outcome and a practice task. Complete all twelve and pass the assessment to earn certification.
Vision & Strategy
AvailableWhy Membership exists, how it supports recurring revenue, retention, and long-term customer relationships.
Explain the business case for Membership in plain language.
Write a 5-sentence internal memo on why Membership matters.
Product Fundamentals
AvailableWhat Membership is, what Passport is, what Membership is not, and how they relate.
Distinguish Membership (commercial layer) from Passport (value layer).
Define both products in under 30 seconds without using marketing fluff.
Plans & Pricing
AvailableEssential, Valued, and Preferred. Pricing, benefits, upgrade and downgrade paths, renewal and cancellation.
Compare all three tiers and recommend the right plan for a customer.
Build a one-page comparison table and quote the prices from memory.
Customer Benefits
AvailablePeace of mind, convenience, savings, service history, support, protection, and long-term home relationship.
Translate every feature into a benefit a homeowner actually feels.
Rewrite 5 features as concrete homeowner outcomes.
Home Passport
AvailablePassport as the value layer behind Membership: home profile, service history, document storage, warranties, timeline, AI guidance.
Explain Passport as 'Carfax for your home' and what it is not.
Walk a peer through a sample Passport profile end-to-end.
Customer Journey
AvailableAwareness, purchase, onboarding, activation, first value, ongoing engagement, renewal, cancellation, win-back.
Map every touchpoint and identify where value is created or lost.
Diagram the journey for one real customer scenario.
Sales Positioning
Available30-second pitch, 2-minute explanation, 10-minute walkthrough, discovery questions, when to sell, when not to sell.
Deliver the right depth of explanation based on the moment.
Record yourself delivering all three pitch lengths.
Objection Handling
AvailableCommon objections, best responses, and the mistakes to avoid when handling skepticism.
Respond to the top 10 objections without sounding defensive.
Role-play 10 objections with a peer and log responses.
Role-Based Training
AvailableCall Center, Dispatch, Technicians, Sales, Marketing, Operations, Finance, Leadership — what Membership means for each.
Know exactly what your role owns in the Membership lifecycle.
Write a one-page playbook for your role.
Operations & Policies
AvailableRefunds, guarantees, terms, eligibility, renewals, transfers, limitations, compliance, escalation rules.
Apply policy correctly under pressure without overpromising.
Resolve 3 sample escalations using policy, not improvisation.
Business Economics & KPIs
AvailableRevenue, retention, LTV, CAC, margin, referrals, customer loyalty, activation, renewal, attach rate.
Read a Membership P&L summary and explain what moves it.
Calculate LTV and attach rate from a sample dataset.
Certification & Role Play
AvailableFinal assessment, role-play scenarios, manager review, and certification.
Pass the 100-question assessment and deliver one live role-play.
Complete certification and submit one recorded role-play.
Ready to test your knowledge?
The assessment covers everything across all 12 modules.