AT&T Internet Flashcards
If someone has a back balance, we can offer gifting
AT&T internet basics: CALLED: UVERSE YOU CAN REFER TO ALL AT&T INTERNET AS DEDICATED.
More than 35,000 hotspots, parental controls, mcfaee free security for ADFO customers under 3mbps $5 month.
ADFO advanced fiber optic tech.
ALL AT&T IS CALLED A dedicated connection.
ADFO IS MORE LIKE DSL BUT THERE ARE 2 TYPES OF FIBER, (dedicated-dsl.)
gateway with self diagnosing FREE , unlimited data (1 terabyte) can suspend for 9 months.
speed 25mbps-1000mbps.
we can offer unlimited for an xtra 30$ a month as long as they are under 100 mbps.
Only the account holder!!
If customer bundles customers get FREE INSTALL & UNLIMITED DATA.
customer recieves unlimited data if they pay $30 monthly, bundle with DirectTV, and order 100 mbps plan or higher.
DATA CAP- 1 terabyte.
overage charges are $10 for 50gb.
customers that bundle can get unlimited data.
ECP- 60 DAYS.
phone-unlimited north America plan, cheapest plan. porting existing numbers: stay in the same area, fill out auth. form from provider, cant cancel old until the # is ported over, not guaranteed to work.
3 ways to qualify, LOW RISK MED. RISK, HIGH RISK. always a $100 payment. will be credited back on bill.
ADVANCED PAYMENTS-depending on the customer, they may have to pay $100 advanced payment to at&t. Deposit for DTV could be another $100. those payments will come back via bill credit when they get first bill. BACK BALACES: we CAN ask someone else to qualify BUT if the customer PROACTIVELY mentions that they have a back balance BEOFRE credit check you CAN NOT proceed. BILLING- 1st months bill will include the 1st month pro-rated & the 2nd month. PAYMENT- customers enrolled in ABP are charged within 72 hours after activation. Customers in paper billing will receive 1st bill 2-3 weeks after activation. INSTALLATION- self install is free. pro install $99 (can be broken up into 3 payments or DUE ON FIRST BILL! ) some address require pro install. HOWEVER pro install is WAIVED if bundled with DTV/DTV Stream OR internet speeds over 100mbps. SNAP- we can not sell snap. we CAN sell DTV Satellite to snap customers. we can NOT sell DTV Stream to snap customers. (b/c it takes 25mbps & snap only has 6mbps) We CAN NOT sell AT&T internet IF IT’S AVALIABLE. If they already have snap internet we can not sell it. If the customer is interested in SNAP we can sell them on the AT&T reg internet (BETTER SPEEDS) or DirectTV. Never stream! SNAP is 6mbps.(NEVER SAY THIS) very slow. SNAP can be referred to as: internet access, $5/$10 internet, Gov. Ass. Internet, Internet by food stamps, SNAP does NOT require credit check. NO CONTRACT with snap.
AT the beginning of call you MUST ASK if they have had DTV or AT&T services in your name in the last 60 days? You MUST ask account holder if it’s ok to use their info on call. SOFT credit checks. verbal authorization. whatever name we run credit on, that must be account holder. we must talk to them directly. no 3rd party such as spouse or POA. You CAN gift services. AT&T is the only provider that DTV will bundle with. DTV is a 24 month contract. NO CONTRACT FOR AT&T INTERNET.
DIRECT TV STREAM (ATT TV)
25 MEGABITS required.
No contract.
Requires credit check with $5 month installment plan
Customers can watch unlimited on demand
Live stream , on demand, unlimited
Amazon & Hulu not supported
20 hours of cloud storage DVR (recording expire after 90 days) unlimited option for $10 extra a month
72 hour rewind
Credit check will determine payment eligibility for equipment, however there is an option to bring your own device (BYOD)
Compatible devices: amazon, android & ios, google Chromecast. Roku.
2nd year price is not guaranteed
120$ for the device
MONTHLY PRICE: used to be, 5$ for 24 months from NOW $10 month for 12 months. (low risk)
Autopay & paper billing is REQUIRED.
Billing starts 14 days after activation.
No contract.
HOLD is a set price of $30 and will be refunded in 7-10 business days.
(BRE) 14 day buyers remorse and will receive for their money back for any one time/equipment fee. (only mention this to a customer that’s pushing back OR CUSTOMER ASKS YOU)
Address zip code has to match billing address.
Free install. Plugging in, simple.
Premium movie channels included for 3 months,
visa rewards card is available at the time of call (just like DTV & bundles)
HUGHESNET
Technology is: Satellite
Connection: Direct
1 internet speed: 25 megabits
Toggle: 30 gigabits is the data cap, no hard data limits. no cut offs, no extra charges. (like phone) slows down to 1-3 megabits
Bonus zone: 2am-8am Giving you an extra 50GB with each plan and does not roll over
Data token, extra data and DOES roll over to next month.
MARKETS: managed: high demand, no promo pricing. standard 1: medium demand area, may be eligible for promo. standard 2: low demand, promo price.
Customer must use gateway from company.
Purchase equipment for $449.98 one time fee paid on call OR lease $14.99 monthly fee (or $9.99 monthly)
Must pay 1st bill on the phone AND equipment and/or set up costs.
On the 1st bill it will be the 2nd months service charge, equipment lease (if applicable) plus taxes & fees. (30 DAYS AFTER)
90 days ECP. existing customer protocol
If no ABP/paperless billing will be a $5 monthly charge and they will have to call Customer service for themselves.
warranty for equipment for 2 years. does not cover acts by god. just normal wear and tear.
Home Phone:
2 year contract with 6 month promotion. $19,95 for phone. (then $29.95 after 6 months ONLY TELL IF THEY ASK)
Landlords permission is required.
Install is $199 but it’s waived.
CREDIT CHECK: acnt holder, POA, and 3rd party authorization AFTER credit check
Early termination fee $400 after 90 days
after 4th month its reduced to $15
You can not “real time gaming” (COD, WorldOfWarcraft) with Hughesnet.
Can NOT sell direct tv stream with hugesnet
6 tv boxes per household
unlimited in home, 3 out of home.
true, must match zip code on card to address
what is the early termination fee for steam? IS NO FEE, no contracts
how much will a low risk pay for stream? $5 mn for 24 mnts (10$ for 12 mns)
$30
free self install no install fees
LMS SALESMANSHIP LEARNER GUIDE
GREETING-
Tone, Pace, Professionalism. Building rapport (friendship)
Q) Think of a bad time you had with a salesperson. What made it so bad? Now think of a great customer experience you’ve had. What made it better than the bad experience? A) Car dealership. They were trying to push me to lease a car that was WAY too expensive and not worth it. Renting a car would be less expensive. It was horrible because the sales person knew my budget at the time and was trying to pressure me into making a bad decision based off impulse. So I went somewhere else where they didn’t try to pressure me into something I did not want.
Asking a question is the easiest way to start understanding your customer’s situation, which will help you gain their trust and make the sale.
When you’re building rapport, slow down and really listen to the customer, then respond appropriately. Otherwise you’ll end up LOSING trust instead of gaining it!
Sometimes when you ask a rapport-building question, you’ll get a negative answer. Have no fear! This is still an opportunity for you to connect with the customer! Show empathy for the customer’s situation and reassure them you’re here to help.
CALL CONTROL- Q) Our next topic is Call Control. What do you think Call Control means? A) Controlling the call means not letting the customer run the conversation. ex) 20 min talk about her cats. ex) trying to do their own thing, bossing me around
Q) Your ability to handle customer questions effectively is essential to your success. So what do we mean by Addressing and Entertaining? A) Entertaining- customer ask a question without moving the call forward at all. lead to a convo going back and forth. giving the customer answers they want and losing control of the call. Addressing- simply means answering customer questions professionally and then taking control of the conversation to move the call forward.
So how do you move a call forward? There are two important components to this skill: Stating your Intentions & Asking a Question
Stating Your Intentions
That’s a great question, I will be happy to answer your question(s) let me get more info from you so I can accurately give you the info you requested. (ask a question) What’s your zip code?
Tell your customer what you’re going to do next in the call. This puts the customer at ease and cuts down on questions, which can throw you off your game. It doesn’t need to be complicated.
Asking a Question
Stating Intentions by itself isn’t enough to maintain control of the call. Remember: the person asking questions is the person in control. Your goal is to make a sale. Every question you ask should move you closer to that goal. Follow up your intentions statement with a question that leads to the next part of the call. For example: “What’s your ZIP Code?”
Q) What do you think will be the most difficult aspect of maintaining call control for you personally? A) Feeling like I’m being evasive or rude
BUILDING A CONTACT-
name, address, phone number, TCPA (consent)
Setting up service for existing customers is a little different than setting up a new account. Existing Customer Protocol, or ECP, must be followed closely to ensure we handle transferring these accounts correctly. After you collect the customer’s info, you’ll be prompted to ask the customer if they currently have or have had service within a business-specific period of time. Not all businesses can work with existing customers, so this question helps you decide how to handle the rest of the call. ECP will be covered in more detail later in your training.
Q) What elements of a great Introduction did you hear? A) Very nice, asked about her day. thanked her for calling. made her feeling like she was important and her friend. asked about weather.
LESSON & COMMON HURDLES- Q) The call just started, and the customer is already showing signs of hesitation. What do you think the customer might have questions about this early in the call? A) Pricing, availability, asking for a lot of info before we even know what they are wanting to buy/calling for.
When questions and hesitations pop up during your Introduction, use the Call Control skills you learned earlier to handle them and keep things moving.
Address the question - don’t Entertain it
State your Intentions
Ask a Question to move the call forward
Hesitations and questions will become an even larger part of the call as we move through the sales process. Just remember - NOTHING is a big deal unless you make it one!
