1. DIRECTV Sales and Service Training
IGOW LLC CONFIDENTIAL 2016

2. Installation Free Standard Installation Doesn’t include custom mounts
Must be mounted on something existing on the property
Shed, roof of house, garage, side of house, balcony, fencing, and any other acceptable structure determined by the technician on site

3. Installation
Sometimes the technician will need to perform custom work to complete the install, at an extra cost to the customer at time of install
Types of common custom work
Pole Mount $75
Tri-Pod / Road Kit $75 - $150
Wall fish cable
Trench line underground beyond 20ft

4. Installation Parts used during installation Satellite Dish HD 36”x20”
LNB
Back Assembly
RG6 Coaxial Cable (or customers existing wiring)
Splitter
Power supply
2' Mast Arm or Stub Mount

5. Installation Southwest line of sight 240x40 Tips and tricks book
Basic functions of the system
8a-12p, 12p-4p
Agemni Appointment Availability
No new wires need to be ran unless adding jacks or have bad wiring

6. Installation Review What is included in free installation?
What is the most common type of custom work?
What is the cost?
Should you ever guarantee the cost of installation to a customer? What should you say?
If a customer wants the satellite installed on a telephone pole or a TV antenna stand can you make that call?
What parts are used in a satellite system?

7. DIRECTV Receivers Genie Genie mini (client) (can be wired or wireless)
HD/DVR
HD box

8. Genie 5 tuners Records 5 shows at one time
1 Genie and up to 3 Genie Mini‘s free
Up to 3 total Mini’s per Genie
Cannot watch live tv on 5th tv unless it has a tuner
Pause, rewind, record live tv in every room
Access recording from all rooms
On Demand
Facebook, youtube, twitter
Pay per view with remote (previously had to call in)
PIP (picture in picture) (tv with Genie only)
Wireless CCK built in

9. Genie Mini Wireless Mini 0 tuners Used for houses with wiring issues
Ideal for a customer who wants to have a tv on the patio and then back inside when done
$99 up front cost (Wireless Bridge)
Wired Mini (most recommended)
Pause, rewind, record live tv
Stores everything on the primary Genie

10. HD/DVR 2 tuners Records 2 shows at once
Record, pause and rewind in one room only
Access the recordings from the other rooms
On demand
Facebook, youtube, twitter
Pay per view w/remote
Hardwire CCK or External Wireless CCK

11. HD 1 tuner Does not record, pause or rewind Watch live tv in one room
No on demand
Have to call to order pay per view
Ideal for 5th, 6th, 7th and 8th room solutions

12. CCK Cinema Connection Kit On demand (no internet required)
Directv cinema (requires internet with no data cap)
FaceBook, YouTube, Twitter
Pay Per View W/Remote
Customer Satisfaction

13. Receiver Review How many shows can the Genie Record? HD/DVR?
Can you record on an HD box?
Can I use a Genie Mini for a camper? Why?
Will my Genie Mini’s work at home if I take my Genie camping?
Can I use facebook on an HD only receiver?
Can I watch DTV outside of the home if I have a Genie but I don’t have the internet yet?
How much is on demand service?
Can I watch on demand without internet service?

14. Credit Classes 3 Star Low Risk Less likely to cancel
Free Genie and 3 Minis in up to 4 rooms
HD boxes may be added for 1 time $99 each for 5 or more rooms
$49.99 shipping and handling
Option for no charge until day of install
5 star
Highest value customer
Least likely to cancel

15. Credit Classes Review
How many receivers can a 3 or 5 star customer get for free? Which receivers are they eligible for?
How many receivers can a 1 or 2 star customer get for free? Which receivers are they eligible for?
How much does a 3 or 5 star customer have to pay the day that we run their credit and process the order?
How much does a 1 or 2 star customer have to pay the day that we run their credit and process the order?
If a 3 or 5 star customer wants 6 boxes, what does it cost to get started?
Can a 1 or 2 star customer get a Genie and Genie mini?

16. Type Of Customers Home Owners Single dwelling homes
Rural folks / Farmers / Flanel shirts
No Apartments
Renters require landlord permission

17. Churn Cancellations to stay at or below 1%
Sign up high value customers
Protection Plan
Auto bill pay
Genie
CCK connection
Right fit the package
Explain everything clearly
Don’t get chargebacks

18. Packages Select Entertainment
Choice (NFL Ticket & RSN channels start here)
Xtra
Ultimate
Premier (outdoor channel included)
A La Carte (outdoor channel $3.95)

19. Protection Plan Included in every order we sell
Covers installation related issues, replace satellite system, replace defective receivers, replace remotes, free service calls
1st month free
Customer gets a FREE UPGRADE every 2 years if they maintain protection plan on their account
Customer take 5 years to receive a free upgrade if they do not opt and maintain the protection plan

20. Review What % of churn should we stay below?
What things should we sell a customer the value of in order to ensure that they are less likely to cancel?
What does the protection plan cover?
What channel can you a la carte to add to any directv package?

21. Regional Sports Networks (RSN)
Fox Sports Ohio
Sports Time Ohio
Need these to watch the Reds and Indians
Available in Choice or higher
$ /month included in our pricing sheets we use in the field/events/store

22. NFL Sunday Ticket Included free with the Choice package or higher
Auto renews, customer has to pay for it next year, $249- $349 unless cancelled
Other Sports
DIRECTV is the leader in sports programming
MLB, NHL, NCAA, etc..
Leader in WWE, WWF Pay Per View offerings

23. Resolution
4K (must have Ultimate package and 4K genie or 4k Genie mini)
1080p (Blu-Ray) DIRECTV highest rated resolution for 14 years running
1080i
720p
480p
480i
Satellite is the best resolution because we don’t pump multiple services through one cable reducing bandwidth

24. Resolution

25. Review
What minimum package do you have to get in order to get NFL SUNDAY TICKET?
What minimum package do you have to get in order to get Regional Sports Networks?
Is the NFL ticket free in the second year?

26. Closing Tools Referral $100 credit $10 off for 10 months
Must have the “friend” (not new customer) call into office before installed in order for the discount to take effect
Cannot use friend’s or family’s accounts due to fraud regulations
Avoid using this discount when at all possible
Commission deduction of $40 per referral applied for that sale

27. Automatic Bill Payment
Reduces churn
Paperless billing to the
Bill taken out of credit/debit card each month
10 day grace period to pay a bill without a late fee
Customer receives 5 days prior to money is taken off their card

28. Review
How much of a discount to the customers bill is a referral credit?
What if any is the commission deduction for a referral credit usage?
Is it acceptable to use a friend or family members account info for a referral?
What is the number of days grace period for paying your directv bill?
How do I receive my bill if I am on autopay?

29. Internet/Phone Bundles
Exede, AT&T, Cincinatti Bell, TWC, Frontier, Century Link, Hughesnet, Dishnet, and more
PHONE:
Vonage- No discount, we do not sell any other phone besides Vonage in the city

30. Types of Internet Satellite Has a data cap
Has latency (bad for gaming or streaming netflix/hulu)
Cable
Traditional time warner cable is very good internet but uses a cable line and can interfere with satellite installations sometimes
High bandwidth
DSL
Uses a phone line
Optimal for satellite because doesn’t use a cable line
Fast speeds but not the greatest bandwidth
AT&T, Century Link, Cincinnati Bell

31. Types of Internet Fiber Optics
Expensive glass wiring that transmits data via flashes of light at very high speeds
Currently the fastest internet option with high end packaging with speeds up to 1 GBPS!

32. Internet Installations (MAKE IT CLEAR!!!)
ALL internet that is not satellite internet will NOT be installed on the same day as a customer's DirecTV
The internet service is setup for the customer only AFTER the DTV has been installed and activated
Instruct the customer that the internet order cannot be processed until the new DTV order has been activated
Once activated the bundle system will actually pull up your customers active DTV account and let us create a bundle.

33. Qualifying Internet Customers
How do you use your internet?
Do you stream movies using netflix or hulu?
Do you or anyone in the home play XBOX or Playstation online?
1-3 Mb can support uses such as s, searching, googling, and browsing
6-10 Mb can support uses such as s, searching, googling, browsing,
STREAMING, GAMING
12 Mbps and up can support uses such as s, searching, googling, browsing,
12Mbps + MULTI USER HEAVY STREAMING and GAMING

34. Review
What discount does a DIRECTV customer receive for bundling with Cincinnati Bell or Century Link?
For EXEDE?
Vonage?
Earthlink?
Frontier?
If someone plays video games or watches online video is Exede Internet good for them?
If someone plays online games and watches videos what speed of internet would you recommend them?
What is the difference between DSL and Cable internet?

35. Review
Is a customers internet installed on the same day as the DTV installation?
What process is followed for a customer to get setup with an internet bundle order
Who installs Vonage service?

36. What it takes to sign up Credit Check Social security number
Date of birth
Valid debit/credit card
Some “reloadable” prepaid cards work (never guarantee this)
Either Self or Spouse hasn’t had DTV in over 12 months
Don’t owe DTV money
Spouse doesn’t owe DTV money

37. Disqualifiers (questions to ask to make sure you aren’t wasting your time)
Have you or anyone in your home had DIRECTV before? How long ago? More than 2 years?
Do you live in a home or an apartment? Rent or Own?
Are you on the first floor of apartment or upper floor?
(if on upper floor of an apartment the customer must have a balcony to place dish on and must be facing southwest or won’t get installed)

38. Disqualifiers Continued
Are there a lot of trees on your property facing the southwest?
When you get home from work when you see the sun setting are there trees in that direction?
Do you have a valid debit/credit card with at least $1 on it?
Disqualifiers vary as the demographic changes

39. Review Can you get DIRECTV without a credit or debit card?
Can you get DIRECTV without a social security number?
Can you get DIRECTV with a reloadable card?
If I had DIRECTV 3 months ago can I get it now?
How can I get DIRECTV if I had I cancelled less than 24 months ago?

40. Review
If I live in an apartment on the 2nd floor what stipulations would allow me to get DIRECTV at my residence?
If I am a renter what must I have for the technician upon arrival in order for them to be allowed to complete the install?

41. IGO Wireless Handling Objections and Closing
IGOW LLC CONFIDENTIAL

42. GOOD Open ended questions
Are you more available in the morning or afternoon?
Are you more available on the weekend or weekdays?
Are you more interested in the internet or the phone?
Are you more interested in the internet or the TV package?
Did you like the choice or the xtra package more?
Do you prefer movies or sports?
Where can we sit and discuss this?
What is your number (937…765)
What is your you use with your phone/computer?
Do you record more in family room or the bedroom?
What happens when you try to record more than 2 show at 1 time?
Would you rather pay for it or get it for free?
Will you be available tomorrow or the day after?

43. Practice Using Open Ended Questions
Practice using open ended questions to guide the conversation to your advantage.

44. BAD Closed end questions
When can you get installed?
Does this package look good to you?
Would you like to get this installed?
Do you want to record?
Can I come back later and talk to you?
Can I have your phone number?
Do you mind if I come in?
Can we sit down?
Do you ever have recording conflicts?

45. How to Handle Objections
Feel, Felt, Found Method
Objection:
“I don’t want to do it right now”
I understand how that would make you feel that way, I have also felt that same things in your position before, and I found that when I went ahead and moved forward instead of hesitating with my decision it was the best decision I had made.

46. Objections The price is too high
Does the package have everything you need?
Is there anything in the package you could live without?
I don’t want to be in a contract
Is your bill higher now than it was when you started?
This is because you are not protected by a price agreement
I don’t want a dish on the roof!
Where would you like it?
My spouse makes the decisions
What time are they home? I’ll come back
I want to make sure this is important to you before we go bothering your spouse with it
I don’t have service now
Are you more interested in tv or internet or a bundle with both?

47. Objections I had a bad experience with Dish/Direct before
How long ago?
A lot has changed
You wouldn’t want a cell phone or computer from 10 years ago would you?
I have one bill for all my services now
Would you like a cheaper bill? What is the value in one piece of paper if it costs more?
DIRECTV doesn’t have XYZ channel
Do you watch that channel a lot?
It is available on the internet perhaps…

48. Objections
No Need
How do you stay up on current events? News, weather, sports, farm news, grain prices etc?
I don’t want to switch
Would you like your current bill to be cheaper?
What if you could keep the same channels you have now, get better equipment and be cheaper would you be interested?
Think of it as an upgrade not a switch. Cheaper bill and new equipment sounds like an upgrade to me not a switch.

49. Objections I heard the Satellite goes out in bad weather
Dishes coated with teflon sleet and snow slides off
How long ago? You wouldn’t expect a computer or cell phone from 10 years ago to work like they do today would you?
Don’t want to do it today
It is not a contract today just an order
Save your prices today and lock them in
Contract is signed when installer completes installation on day of install

50. Objections I don’t have time
This only takes 30 seconds, let me show you what we have!

51. MAGIC!! Don’t just tell them…SHOW & TELL them!
Eyes see, and Ears hear, Mind believes!
Show your iPAD/iPHONE or Paper order form page to the customer and present what savings they will get for being with a new provider
And then……MAGIC!!

52. CLOSE THE SALE! Check Agemni for appointment availability
We can install this as soon as tomorrow; is morning or afternoon better for you?
Write the install date/time on the paperwork for the customer
Get the rest of the customers info and have them sign
Submit the order through sales rabbit OR Paper form.
Explain customer order wont be in dtv system until activated they must call us directly as we are the company that handles all the installations and service calls.
Explain to the customer that they must call us directly we will give them free service whenever they need it and directv will charge them
Circle our company number on the order form and also write down your name and number for the customer and point out the location of this information on the paperwork clearly