Day 2 Training: Pulling Customer's Bill

Question 1

Training Goal

Answer 1

Pull the customer’s bill by
• Sticking to Pitch
• Asking the Qualifying Questions

Question 2

Qualifying Questions Script Steps

Answer 2

1) Find and Speak to DM
2) Qualifying Questions (Either the DO or DON’T have AT&T Questions)
3) Go into Short Story

Question 3

Exact Script - Part 1 (Finding DM)

Answer 3

Gatekeeper:
• Who do I need to speak to? Go ahead & tell (DM NAME) I’m here.

DM Unavailable:
• When are they available? Great! Thank you for all your help!
• I’ll be back to see (DM NAME) then.

Question 4

Exact Script - Part 2 (YES, HAS AT&T)

Answer 4

• 1 or 2 bills?
• Using us for phone, internet, and TV?
• Additional Services?

Question 5

Exact Script - Part 2 (NO, DOESN’T HAVE AT&T)

Answer 5

Phone:
• How many phone lines do you have?
• What do you use them for? (MORE than 1)

Internet:
• Are you using ______ for your internet as well?
• Do you know what your internet speed is currently?

TV:
• Do you have TV Also?
• Do you know which channels you’re getting? (OPTIONAL)

Question 6

PIT

Answer 6

The order of the qualifying questions if customer DOESN’T have AT&T

• Phone
• Internet
• TV

Question 7

The Order Doors are Seen in (Working Terriroty)

Answer 7

1) Hard Appointments
2) Lap Doors
3) New Doors

Question 8

Hard Appointment Doors (Working Terriroty)

Answer 8

Have previously spoken with DM, and they’re interested/open to speaking more but were busy and gave you a day, time, or both for when to come back and continue the conversation.

Question 9

Lap Doors (Working Terriroty)

Answer 9

DM was originally unavailable (out or busy) during your first lap and the gatekeeper gave you a good timeframe to come back and speak with DM for the first time.

Question 10

New Doors (Working Terriroty)

Answer 10

Never spoken to these businesses and pitching for the first time.

TIP
• Helpful to check portal to see if they qualify for Fiber before talking to them

Question 11

Importance of Lapping Doors & Keeping Good Notes (Working Terriroty)

Answer 11

Makes it easier to take advantage of promising leads and manage your day wisely.

Question 12

QTQP

Answer 12

Quality Time with Quality People

Question 13

The Quality People in the Field (QTQP)

Answer 13

Decision Makers

Question 14

Types of People to NOT Waste Time On (QTQP)

Answer 14

• Time Vampires

* Jokers

Question 15

Time Vampire (QTQP)

Answer 15

A DM who spends a LOT of making irrelevant conversation with very little to no intention of closing with you.

Question 16

Joker (QTQP)

Answer 16

A DM that seems interested and repetitively reschedules for a “better time”, but always ends up being “too busy” when you come back (lap).

It’s likely they’re not genuinely interested and are just sending you away each time. Slim chance on closing.

Question 17

4 Ways to Pull a Bill (Qualifying Questions)

Answer 17

1) New Bill
2) Old Bill
3) Email/App
4) Call it in

Question 18

What to do if Customer seems Uninterested (Qualifying Questions)

Answer 18

Ask Deeper Questions

Question 19

What are Power Words (With Examples)

Answer 19

Commands

Examples:
• “Go…”
• “Go ahead…”
• “Grab your bill…”

Question 20

What are Doubt Words (With Examples)

Answer 20

Requests

Examples:
• "Can you..."
• "Will you..."
• "Please..."
• "If you could.."