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 In Get Interest Get Info Get Ink Get Income Get Involved Engage the Prospect Pre-Qualify Ask for Referrals Follow-up Ask Probing Questions Present Solutions Handle Objections Close the Sale
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 youre going to say to get your prospect to stop
Transitioning after Traffic Grabber Once you grab someones attention, make a smooth transition The transition takes you from initial contact into the sales process In general, your Engaging Introduction includes: –Getting prospects attention with a grabber –Who you are and who youre with –Credibility statement that sums up CLEAR –Transition statement
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 This is the perfect opportunity to have your 30-second elevator pitch ready! Whats CLEAR?
They Stop You Clarifying Question: To whom are you comparing us? Response: In general, we offer something that the others cant - 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? How do you compare to the competition?
They Stop 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? How fast are you?
They Stop You 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? How much does CLEAR cost?
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
Pre-Qualification Once prospect is hooked, pre-qualify them early in the sales process Pre-quals are captured on the Comp Report Dont 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 prospects 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
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 prospects real needs Feature Advantage Benefit SOLUTION
Handling Objections There are four steps to handling objections: 1.Listen to prospects 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: Im happy with my current provider. Step 1: Listen - Listen to the prospects 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: Im 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.
Closing the Sale Dont 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 – thats 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 184.108.40.206 Tracker Tool Always ask for referrals
What Doers "LAER" Stand For? Describe the FAB Method. What are the three things that the pre-qual system checks for a given prospect? T or F: Manual Overrides are restricted via Order entry. Name and describe the three main types of close. (((((( SIGNAL CHECK ))))))
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
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)
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
Cancellation Policy Cancellation up to and including seven days Cancellation greater than seven days Refer to Account Services Monthly service refundedETF applicable Refund purchased USB devices upon return No refund on service, activation fee or equipment Customer must call Account Services within seven days