Selling System Flashcards
Sequential steps
Step 1A: Who’s in store
Step 1A: Who’s in store
(1) Device help
(2) Bill Pay / Account questions
(3) New Phone / New Service
Step 1B: Introduction
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)
Step 2A: Quick Customer Review
Step 2A: Quick Customer Review
(1) Monthly Bill
(2) Balance Forward
Step 2B: Quick Phone Review
Step 2B: Quick Phone Review
(1) Beat up case
(2) Beat Screen protector
(3) Open enrollment
Step 2C: Quick Acct Review
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
Step 3A: Device help to positon device sale?
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
Step 3AA:Device help to positon accy sale?
Step 3AA:Device help to positon accy sale?
(1) More protection - beat up screen protector / case
(2) BTA
Step 3B: Bill pay to position device sale?
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?
Step 3BB: Bill pay to position accy sale?
Step 3BB: Bill pay to position accy sale?
(1) More protection - beat up screen protector / case
(2) BTA
Step 3C: Account questions to positon device sale?
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
Step 3CC: Account questions to positon accy sales
Step 3CC: Account questions to positon accy sales
(1) More protection - beat up screen protector / case
(2) BTA
Step 3D: Upgrade position larger sale?
Step 3D: Upgrade position larger sale?
(1) Keep phone as a backup / Trade In
(2) Promo Disc
(3) Position Preferred Deal (My offer / unboxed)
Step 3E: New service position to sale?
Step 3E: New service position to sale?
1) Phone unlocked
(2) Promo disc
(3) Position Preferred Deal (My offer / unboxed
Step 4A: Process of buying a new phone
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?
Step 4B:Qualify Promotional Discs
Step 4B:Qualify Promotional Discs
(1) Business
(2) Autopay / Trade In
(3) ECPD / Military / First Responder
$10 = 1L / $25 = 2-3L / $20 = 4L
Step 4C: Positon Device Deals & Accessories
Step 4C: Positon Device Deals & Accessories
1) My offers (in quote tool
(2) CPE Backup Phone / Guest Trade In
(2) Unboxed deals /TV deals
Step 5A: Quote Tool explanation
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
Step 5B: Compare quotes to create value
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
Step 5C: Quote Tool Finding Money
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
Step 5D: Quote Tool 3 Quotes
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
Step 5E: Quote Tool Close Deal
Step 5E: Quote Tool Close Deal
(1) Confirm monthly / due today
(2) Put screen protector on / which case
(3) Ship trade in
Step 6: Minimize Problems
Step 6: Minimize Problems
(1) Backup
(2) Inventory / Phone Details
(3) Remarks / Copy Paste Format
Step 7: Disclosures before signature
Step 7: Disclosures before signature
(1) Activation Fees
(2) Restock Fees
(3) Promo Price Delay
(4) Autopay / ECPD needed
Step 8: Customer Service Follow-up
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
