Selling System

Question 1

Step 1A: Who’s in store

Answer 1

Step 1A: Who’s in store

(1) Device help
(2) Bill Pay / Account questions
(3) New Phone / New Service

Question 2

Step 1B: Introduction

Answer 2

Step 1B: Introduction

(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 3

Step 2A: Quick Customer Review

Answer 3

Step 2A: Quick Customer Review

(1) Monthly Bill
(2) Balance Forward

Question 4

Step 2B: Quick Phone Review

Answer 4

Step 2B: Quick Phone Review

(1) Beat up case
(2) Beat Screen protector
(3) Open enrollment

Question 5

Step 2C: Quick Acct Review

Answer 5

Step 2C: Quick Acct Review

(1) How many lines / cost CPE AAL?

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

(2) Type of plan

110 Unlimited / Unlimited / Shared

(3) How many early upgrades / early upgrade?

New phone-lower or same phone

(4) VZ Protect Conversion

Question 6

Step 3A: Device help to positon device sale?

Answer 6

Step 3A: Device help to positon device sale?

(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 7

Step 3AA:Device help to positon accy sale?

Answer 7

Step 3AA:Device help to positon accy sale?

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

Question 8

Step 3B: Bill pay to position device sale?

Answer 8

Step 3B: Bill pay to position device sale?

(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 9

Step 3BB: Bill pay to position accy sale?

Answer 9

Step 3BB: Bill pay to position accy sale?

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

Question 10

Step 3C: Account questions to positon device sale?

Answer 10

Step 3C: Account questions to positon device sale?

(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 11

Step 3CC: Account questions to positon accy sales

Answer 11

Step 3CC: Account questions to positon accy sales

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

Question 12

Step 3D: Upgrade position larger sale?

Answer 12

Step 3D: Upgrade position larger sale?

(1) Keep phone as a backup / Trade In
(2) Promo Disc
(3) Position Preferred Deal (My offer / unboxed)

Question 13

Step 3E: New service position to sale?

Answer 13

Step 3E: New service position to sale?

1) Phone unlocked
(2) Promo disc
(3) Position Preferred Deal (My offer / unboxed

Question 14

Step 4A: Process of buying a new phone

Answer 14

Step 4A: Process of buying a new phone

(1) Runcredit /If Qualifyfor SpecialDealsand Promo Disc
(2) Choose phone
(3) Tell you your costs due today and monthly?
(4) Setup phone in store? Or at home?

Question 15

Step 4B:Qualify Promotional Discs

Answer 15

Step 4B:Qualify Promotional Discs

(1) Business

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

$10 = 1L / $25 = 2-3L / $20 = 4L

Question 16

Step 4C: Positon Device Deals & Accessories

Answer 16

Step 4C: Positon Device Deals & Accessories

1) My offers (in quote tool
(2) CPE Backup Phone / Guest Trade In
(2) Unboxed deals /TV deals

Question 17

Step 5A: Quote Tool explanation

Answer 17

Step 5A: Quote Tool explanation

(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 18

Step 5B: Compare quotes to create value

Answer 18

Step 5B: Compare quotes to create value

(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 19

Step 5C: Quote Tool Finding Money

Answer 19

Step 5C: Quote Tool Finding Money

(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 20

Step 5D: Quote Tool 3 Quotes

Answer 20

Step 5D: Quote Tool 3 Quotes

(1) First Quote - Inflate

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

Question 21

Step 5E: Quote Tool Close Deal

Answer 21

Step 5E: Quote Tool Close Deal

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

Question 22

Step 6: Minimize Problems

Answer 22

Step 6: Minimize Problems

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

Question 23

Step 7: Disclosures before signature

Answer 23

Step 7: Disclosures before signature

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

Question 24

Step 8: Customer Service Follow-up

Answer 24

Step 8: Customer Service Follow-up

(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 25

Step 9: Damage Control

Answer 25

Step 9: Damage Control

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