Selling Steps

Question 1

Step 1: Introduction

Answer 1

(1) I’m Erich, how can I help you?
(2) May I have your cellphone number and DL
(3) Send Salesforce (upgrade) / Send biz card (upgrade)

Question 2

Step 2: Quick review

Answer 2

(1) How many lines / cost CPE AAL?

$50-2L / $15-3L / $5-4L / $10-5L

(2) How many early upgrades / early upgrade?

New phone-lower or same phone

(3) VZ Protect Conversion

Question 3

Step 3A: Device help to positon sale?

Answer 3

(1) I’m allowed to…

(a) send you a warranty replacement phone
(b) explain the problem to tech support for you
(c) sale you another phone

Question 4

Step 3B: Bill pay to position device sale?

Answer 4

(1) The machine might not be working. I can make it easier by taking your payment
(2) Have you recently checked your text messages for offers to lower your bill with coupons or special deals?
(3) Do you have a moment for me to check your account now? Or by phone later today?

Question 5

Step 3C: Account questions to positon device sale?

Answer 5

(1) I have the ability to…

(a) explain the bill through your My Verizon app
(b) explain the problem to customer care for you
(c) search for ways to lower your bill

Question 6

Step 3D: Upgrade position larger sale?

Answer 6

(1) Keep phone as a backup / Trade In
(2)

(3)

Question 7

Step 3E: New service position to sale?

Answer 7

(1)

(2)

(3)

Question 8

Step 4A: Process of buying a new phone

Answer 8

(1) Announce Deals / Qualify Promo Disc
(2) Choose phone
(3) Tell you your costs due today and monthly?
(4) Setup phone in store? Or at home?

Question 9

Step 5A: Quote Tool explanation

Answer 9

(1) Help you decide if you agree with the cost due today and every month
(2) Software offers recommendations and promo deals
(3) Provide you 3 deals to compare

Question 10

Step 5B: Compare quotes to create value

Answer 10

(1) Inflated quote (add $10-$15 per device)

(a) increase phone storage
(b) increase plan

(c) add equip protect
(2) Discount quote

(a) autopay / ECPD
(b) add trade in (guest)
(c) lower phone storage
(d) lower plan

Question 11

Step 5C: Quote Tool Finding Money

Answer 11

(1) Position device in quote 1 AND inflate to match price in quote 2
(2) Shared Plans - No DP
(a) $10 HOTSPOT = Plan ($10)
(b) $10 TABLET = Plan ($10)
(c) $10 HUM X = Plan ($10)
(d) $20 HOME PHONE ($20)
(3) Shared Plans - DP
(a) $30 TAB = $10-20 equip
(d) $30 WATCH = $15-20 equip
(4) Unlimited Plan - NODP
(a) $10 HOTSPOT = Plan ($10)
(b) $10 TABLET = Plan ($10)
(c) $10 HUM X = Plan ($10)
(d) $20 HOME PHONE ($20)
(5) Unlimited Plan - DP
(a) $35 TAB = $10-20 equip
(b) $30 WATCH = $15-20 equip

Question 12

Step 5D: Quote Tool 3 Quotes

Answer 12

(1) First Quote - Inflate
(a) VZ / plan change / gb storage / no disc
(2) Second Quote - Phones
(b) CPE AAL / BOGO / Early Upgrades
(3) Third Quote - Pull Thru
(c) DP - Tab (Tab A)
(d) Guest trade - Hotspot / HumX / Tab A / HomePh

Question 13

Step 4B: Promotional Discs

Answer 13

(1) Business
(2) Autopay / Trade In
(3) ECPD / Military / First Responder

Question 14

Step 6: Minimize Problems

Answer 14

(1) Backup
(2) Inventory / Phone Details
(3) Remarks / Copy Paste Format

Question 15

Step 7: Disclosures

Answer 15

(1) Activation Fees
(2) Restock Fees
(3) Promo Price Delay
(4) Autopay / ECPD needed

Question 16

Step 8: Customer Service Follow-up

Answer 16

(1) Complete survey while you wait
(a) Receive 10 or “I’m awful”
(2) Text customer / Cell phone on receipt
(3) Send digital business card

Question 17

Step 9: Damage Control

Answer 17

(1) HEAT

(a) Hear them out
(b) Empathy - be in their position
(c) Apologize
(d) Tell then what I can do

Question 18

Step 5E: Quote Tool Close Deal

Answer 18

(1) Confirm monthly / due today
(2) Put screen protector on / which case
(3) Ship trade in

Question 19

Step 4C: Deals and My Offers

Answer 19

(1) My offers (in quote tool)
(2) Unboxed deals
(3) TV deals

Question 20

Step 3B: Bill / Acct Question / Device help to position accy sale?

Answer 20

(1) More protection - beat up screen protector / case

(2) BTA