WiMAX Sales Process

WiMAX Sales Process

The Sales Process 1. Engage the Prospect 2. Pre-Qualification 3. Ask Probing Questions 4. Present Custom Solution 5. Handle Objections 6. Close the Sale 7. Ask for Referrals and Follow-up

The Sales Process

Get Ink

Get In Engage the Prospect

Get Interest Pre-Qualify

Get Info

Handle Objections

Ask Probing Questions

Close the Sale

Present Solutions

Get Income Ask for Referrals

Get Involved Follow-up

Batter Up! Pre-Qualify Probing Questions Present

Engage

Overcome Objections Close

Referrals & Follow-up

Engaging the Prospect • Quickly engage the prospect and introduce yourself and CLEAR • Use open-ended questions, compliments, or some other type of clever opening to engage a prospect • If following up or approached by a prospect, mix up your greeting slightly

“You Stop Them” Traffic Grabbing • Starts with good eye contact and great smile • Use what you have available to draw people – Examples include running sporting events, Clear365, YouTube, movies, games, and TV sitcoms on your flat screens

• Be observant – Notice what prospect is wearing (particularly university logos and sports team t-shirts), shopping packages, circumstances, kids with their parents, business people, senior citizens, etc. – With this visual information, tailor what you’re going to say to get your prospect to stop

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Transitioning after Traffic Grabber • Once you grab someone’s attention, make a smooth transition • The transition takes you from initial contact into the sales process • In general, your Engaging Introduction includes: – – – –

Getting prospect’s attention with a grabber Who you are and who you’re with Credibility statement that sums up CLEAR Transition statement

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“They Stop You” Elevator Pitch • Concise, clear summary of our products/services • Includes key customer benefits • Can be delivered in the time span of an elevator ride (~30 seconds)

“They Stop You” “What’s CLEAR?”

This is the perfect opportunity to have your 30-second elevator pitch ready!

“They Stop You” “How do you compare to the competition?”

Clarifying Question: “To whom are you comparing us?” Response: “In general, we offer something that the others can’t increased convenience with fast, simple mobile Internet with no waiting for a technician to install. Unlike others, you can take us with you wherever you go in our coverage area.” Transition Question: “So, where do you live?”

“They Stop You” “How fast are you?”

Clarifying Question: “Let me ask you, for what purpose do you use the Internet?” Response: “We offer speeds of up to 6 Mbps (with bursts to 10 Mbps!) depending on the service you need to address your usage.” Transition Question: “Where do you live?”

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“They Stop You” “How much does CLEAR cost?”

Clarifying Question: “Let me ask you, where do you typically use the Internet?” Response: “With CLEAR you have choices and different plans to meet your needs. We also have special promotional pricing available depending on the solution you choose.” Transition Question: “Do you have a laptop or desktop computer?”

“You Stop By” Door-Knocking • Smile • Maintain eye contact • Be considerate of personal space – you are a guest in their home • Be sincere and be yourself • Be prepared with your engaging introduction

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Pre-Qualification • Once prospect is hooked, pre-qualify them early in the sales process • Pre-quals are captured on the Comp Report • Don’t spend too much time with someone only to find he/she is outside our coverage area

Pre-qual Policies and Procedures • Full (street level) pre-qual required for Home and Mobile service • Pre-qual mobility products in a few places where prospect wants to use product • Manual Overrides (MORs) restricted via Order Entry • If prospect does not pre-qual, there are additional options

Asking Probing Questions • Identify/uncover prospect’s needs • Identify where prospect is (Actual State) so when you present solution you can show them where he/she would like to be (Desired State) • Ask questions that determine if CLEAR solution is good fit for the prospect

• Ask open-ended questions to elicit as much information as possible

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Presenting Custom Solution • Consider features, advantages, and benefits of a potential solution • Key is understanding benefit(s) to the prospect • Present accurate and complete solution that will meet prospect’s real needs

Feature

Advantage

Benefit

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Handling Objections • There are four steps to handling objections: 1. Listen to prospect’s objection 2. Acknowledge the objection 3. Explore to undercover true objection

4. Respond to the objection

• We refer to this as the “LAER” process

LAER Example Objection: “I’m happy with my current provider.” • Step 1: Listen - Listen to the prospect’s objection. • Step 2: Acknowledge - “I appreciate your satisfaction with your current provider.” • Step 3: Explore - “If you could change two things, what would they be?”

LAER Example Objection: “I’m happy with my current provider.” • Step 4: Respond - “CLEAR offers the mobility and simplicity that your current provider does not. [Describe benefits in detail]. We also have local support staff and customer care available when you need them. And we offer a variety of plans to address your specific needs. [Discuss limitations of bundled plans]. And finally, our service agreement protects you from fluctuating rates that other providers may employ.” • Close: “Let me get your details so you can start using [insert plan] today.”

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Closing the Sale • Don’t wait for prospect to ask you • If you wait because you feel embarrassed or awkward about asking for a sale, you will lose the sale – that’s money that never makes it into your pocket • The three main types of closes are: – the assumptive close – the summary close – the trial close

Following-up • Critical to developing your business • Immediately after sale, send handwritten “Thank You” note • Call customer two days after sale – Make sure service is meeting expectations

• Follow-up again two weeks, two months and five months after sale – Use the 2.2.2.5 Tracker Tool

• Always ask for referrals

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(((((( SIGNAL CHECK )))))) What Doers "LAER" Stand For?

Describe the FAB Method. T or F: Manual Overrides are restricted via Order entry.

Name and describe the three main types of close. What are the three things that the pre-qual system checks for a given prospect?

The Sales Process: A Complete Scenario 1. Engage the Prospect 2. Pre-Qualification 3. Ask Probing Questions 4. Present Custom Solution 5. Handle Objections 6. Close the Sale 7. Ask for Referrals and Follow-up

Role-Play Script 1

Role-Play Script 2

Payment Options – Consumer • Credit or debit card (credit card preferred) • When available, Retail stores can activate and bill pay with cash – Credit or Debit card must still be on file

• Checks/Electronic Check Payments not accepted for consumer customers • Upfront authorization fee will be $1 and then $20 or amount of sale + estimated taxes (whichever is greater)

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Payment Options – Business • Credit or debit card preferred • Checks/Electronic Check Payments not accepted for business customers • Paper invoice available with passing score of A,B or C – Send request through CQ

• Invoice details: – – – –

Net 30 payment terms Initially produced manually Customer must pay first two months in advance (first invoice reflects) Payments remitted directly to Kirkland office

• Submit slow pay/poor credit override requests through CQ

Credit Policy • Credit will be run for the following: – New customers and businesses requesting agreement plans – Business activations requesting to pay via paper check or purchase order – Any activation on a business plan

• Credit will not be run for “no commitment” plans

Credit Policy • Credit Score of A, B, or C – May be offered a 2-year service agreement – Allowed to lease the modem – May be subject to an Activation Fee depending on agreement term/ promotion

• Credit Score of D, E, or N – Must choose month-to-month – Must purchase the modem in advance – Subject to an Activation Fee

• Credit Score of “*” (asterisk) – Consumer statement or fraud alert is present – Sales rep must submit CQ ticket using “Manual Review Form”

Credit Result Screenshots

Decision Code: *

Cancellation Policy Cancellation up to and including seven days

Cancellation greater than seven days

Refer to Account Services

Refer to Account Services

Monthly service refunded

ETF applicable

Refund purchased USB devices upon return

No refund on service, activation fee or equipment

Customer must call Account Services within seven days

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