1 / 16

Training (October)

Training (October). For: Sales Reps Location(s): Greenville Market. Key Points. Carriers Plans Phones Activation Process B2B Renewal Customer Service Sales . Carriers Frequency. GSM T-Mobile ( 1900/1700/2100) Att (850/1900). CDMA Verizon (800/1900/1700) Sprint (1900)

fawzi
Download Presentation

Training (October)

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Training (October) For: Sales Reps Location(s): Greenville Market

  2. Key Points • Carriers • Plans • Phones • Activation Process • B2B • Renewal • Customer Service • Sales

  3. Carriers Frequency • GSM • T-Mobile ( 1900/1700/2100) • Att (850/1900) • CDMA • Verizon (800/1900/1700) • Sprint (1900) • Sky mobile (1700) • Alltel (800/1900) • US Cellular (800/1900/1700) • Metro PCS (800/1900/1700) • Cricket (800/1900/1700)

  4. Carrier: MVNO(Network Used) • GSM • Simple Mobile(T-Mobile) • H2O (Att) • Redpocket (Att) • Net10 (ATT / Tmobile) • Straight Talk (Att/ Tmobile) • CDMA • Pageplus(Verizon) • Boostmobile (Sprint) • Virgin Mobile (Sprint) • Straight Talk (Verizon/ Sprint) • Prepayd Wireless (Sprint) • Ptel (Sprint)

  5. Carrier: Coverage • Att • Tmobile • Sprint • Verizon

  6. Carrier: Coverage • Alltel • Skymobile

  7. Plans • Most All Carriers Offers • Prepaid (No Contract) • Unlimited Talk and Text • Prices Ranges:$25 ~ $75 • What are the difference • Amount of Data • Coverage Areas • Handsets

  8. Plans: Carrier’s Data Allowance • Limited Data • Page Plus $45 for 100MB / $55 for 2GB • H2O$40 for 100MB/ $50 for 500MB/ $60 2GB • Alltel Smart $55for 250MB/$60 for 500MB / $70 for 2GB • Net10$50 for 1.5GB • Unlimited Data • Boostmobile$50 Feature phones/ $55 for smartphones • Virgin mobile $55 • Prepayd Wireless $50 for 3G / $60 for 4G • Tmobile$50 100MB 4G and then edge / $70 Unlimited 4G • Straight Talk $45 • Skymobile $25 Local / $35 National • GO Smart $35 (edge speed)/ $35 (3G speed)

  9. Phones • GSM • Tmobile / Att • Sim Card Placement in the back of the phone • Uses IMEI # as serial number • APN setting • Sim is used to activate service • Locked / Unlocked to use for other carrier • Fraud IMEI • Change phone is easy (Insert the sim to new phone) • Dual Band (850/1900) • Tri Band (850/1900/1800) • Quad Band (850/1900/1800/1700/2100) • Tmobile 3G requires (1700/2100) • Att 3G requires (1900) • Net10 / Tracfone • CDMA • Verizon/Alltel/Sprint/Skymobile/US Celluar/Metro PCS/ Cricket • Uses ESN/ MEID as serial number • Programming is needed when activating new service • Carrier Lock / Need to Flash • Some unit have GSM (Blackberry) • LTE sim card is not a GSM • Smartphone may need APN Setting • Android MMS and WEB (APN) • Bad ESN/ MEID (some models we can repair Serial) • We can flash CDMA phones to use for different carrier • Boost and Virgin / Tracfone • Verizon used 800/1900/2100 • Sprint used 1900/2100 • Alltel uses 800/1900 • Skymobule uses 1700/2100 • Metro pcs/Cricjed

  10. Activation Process • To Customer • Explain about Plan / Due / what’s Included • Explain about Return / Warranty Policy • My info brochure is given to customer • Always make them feel comfortable • Offer Accessories • Service Time • Assuring customer • Customer have been notify of your name for Referral • Payment Location / online payment • Store Locations • Stamp Cards and its purpose • Sales Rep Need To • If possible please take payment before Processing PIN or RTR • policy forms is signed by customer • Team viewer if needed (be Ready to send info) • Process Invoicing on B2B • Phone need to be Tested for Talk/Web/ MMS (if included) • Make sure all accessories are given to customer

  11. B2B(POS) • B2B for • All transaction that have money involved • Repair (Work Orders) • Returns and Exchanges • Time Clock • Opening Register • Customer Payment History • Customer Handset Info • Customer Carrier Info • Updating Customer details • Check activation reports for reps and store • Check Customer records or notes • Track Reps performance • Important • Logged Location • Logged Register • Register starting/ ending Count • Clock in /out • Note all important transaction details on description • PIN Numbers • Update Activation Information • Update Customer Details • DO NOT create same customer multiple times • Do not close register until all errors are found • All Serial numbers / Pin#/ Mobile numbers • Verify Customer Name • Verify Customer Plan/ amount

  12. Renewing Customer • Processing • Find Customer on B2B • Verify Customer Name, Number, and Plan • Match with B2B, if not edit • Take Payment Before Processing PIN or RTR • Use Proper Pin Provider • Use Correct login for each location • Alltel – Future Date Renewal must be Emailed!! • Important • NO Refund on Processed Payment • Some carrier may be refunded, check with manager • Not applied to Customer Account – call manager or carrier’s customer service • Do Not believe all thing said by Carrier’s Customer Service, verify with manager • Applied to wrong account! NO REFUND or New Pin or RTR • We may be able transfer PIN or RTR- call customer service • Verify Renewal Date and Plan for ALLTEL!! • Contact Manager ASAP if problem can not be fixed • Charge Back to REP if its rep caused error • Make sure pin # is recorded corrected on B2B invoice with correct pin provider

  13. Customer Service • Call Manager for • Phone flashed by us that is not working Properly • Pin Issues • Problem with Returns and Refunds • Work Orders • Rude or Abusive Customers • Incorrectly Invoice Items • Logins Issues / Portal Issues • All Programming Issues • Renewal Errors • Compensation Request • Call Carrier’s Customer Service for • Pin Verification • Network Issues • Reset Options • Balance Inquiry • Pin transfer/ Number Changes/ Sim or ESN Changes/ • Service Problem • Disconnected Customer that still have days left on monthly service • Service Questions that managers can not answer

  14. Sales • Customers • Greeting Customer politely • Don’t ask obvious questions • Try to Ask key questions to see what customer needs are • Ask customer what current or last wireless service they have or had. If they like the service show the similar carrier, if they don’t like it then show opposite carrier. • Try to get customers price point by showing the lowest prices phone and see their reactions, then show the high priced phone and see their reaction. Finally determine the price point • Tell customer the highlights of our prepaid services • Promote specials for that month or week. • Tell customer your name and location along with business card, if customer want to come back later time. Make sure to get customer to look for you when they come back. • Always provide our locations and website • DO Not just stand by the customer, have conversation and listen to customer and relate your respond with the highlights of our offers

  15. Sales: Benefits • Accessories • Reps • Get Commission per each sales • Personal Bonus • Special Bonus you

  16. $$$$$ • Example If You have made following Activations 30 Go Smart 10 Skymobile 30 Other Carrier 40 Cases 20 Bluetooth Payout Activation Commission Activation 70 Payout $350 Personal tier 4 Activation 70 Payout $150 Special Bonus 30 Go Smart Activation $100 Accessories Payout 10% Total Payout: $670

More Related