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WiMAX Sales Process

WiMAX Sales Process. The Sales Process. Engage the Prospect Pre-Qualification Ask Probing Questions Present Custom Solution Handle Objections Close the Sale Ask for Referrals and Follow-up. The Sales Process. Handle Objections. Close the Sale. Ask Probing Questions. Present Solutions.

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WiMAX Sales Process

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  1. WiMAX Sales Process

  2. The Sales Process Engage the Prospect Pre-Qualification Ask Probing Questions Present Custom Solution Handle Objections Close the Sale Ask for Referrals and Follow-up

  3. The Sales Process Handle Objections Close the Sale Ask Probing Questions Present Solutions Get Involved Get Income Follow-up Get Ink Ask for Referrals Get Info Get Interest Get In Pre-Qualify Engage the Prospect

  4. Batter Up! Pre-Qualify Probing Questions Present Engage Overcome Objections Referrals & Follow-up Close

  5. Engaging the Prospect • Quickly engage the prospect and introduce yourself and CLEAR • Use open-ended questions, compliments, or some other type of clever opening to engage a prospect • If following up or approached by a prospect, mix up your greeting slightly

  6. “You Stop Them” Traffic Grabbing • Starts with good eye contact and great smile • Use what you have available to draw people • Examples include running sporting events, Clear365, YouTube, movies, games, and TV sitcoms on your flat screens • Be observant • Notice what prospect is wearing (particularly university logos and sports team t-shirts), shopping packages, circumstances, kids with their parents, business people, senior citizens, etc. • With this visual information, tailor what you’re going to say to get your prospect to stop

  7. NOTES PAGE

  8. Transitioning after Traffic Grabber • Once you grab someone’s attention, make a smooth transition • The transition takes you from initial contact into the sales process • In general, your Engaging Introduction includes: • Getting prospect’s attention with a grabber • Who you are and who you’re with • Credibility statement that sums up CLEAR • Transition statement

  9. NOTES PAGE

  10. “They Stop You” Elevator Pitch • Concise, clear summary of our products/services • Includes key customer benefits • Can be delivered in the time span of an elevator ride (~30 seconds)

  11. “What’s CLEAR?” “They Stop You” This is the perfect opportunity to have your 30-second elevator pitch ready!

  12. “How do you compare to the competition?” “They Stop You” Clarifying Question: “To whom are you comparing us?” Response: “In general, we offer something that the others can’t - increased convenience with fast, simple mobile Internet with no waiting for a technician to install. Unlike others, you can take us with you wherever you go in our coverage area.” Transition Question: “So, where do you live?”

  13. “How fast are you?” “They Stop You” Clarifying Question: “Let me ask you, for what purpose do you use the Internet?” Response: “We offer speeds of up to 6 Mbps (with bursts to 10 Mbps!) depending on the service you need to address your usage.” Transition Question: “Where do you live?”

  14. NOTES PAGE

  15. “How much does CLEAR cost?” “They Stop You” Clarifying Question: “Let me ask you, where do you typically use the Internet?” Response: “With CLEAR you have choices and different plans to meet your needs. We also have special promotional pricing available depending on the solution you choose.” Transition Question: “Do you have a laptop or desktop computer?”

  16. “You Stop By” Door-Knocking • Smile • Maintain eye contact • Be considerate of personal space – you are a guest in their home • Be sincere and be yourself • Be prepared with your engaging introduction

  17. NOTES PAGE

  18. Pre-Qualification • Once prospect is hooked, pre-qualify them early in the sales process • Pre-quals are captured on the Comp Report • Don’t spend too much time with someone only to find he/she is outside our coverage area

  19. Pre-qual Policies and Procedures • Full (street level) pre-qual required for Home and Mobile service • Pre-qual mobility products in a few places where prospect wants to use product • Manual Overrides (MORs) restricted via Order Entry • If prospect does not pre-qual, there are additional options

  20. Asking Probing Questions • Identify/uncover prospect’s needs • Identify where prospect is (Actual State) so when you present solution you can show them where he/she would like to be (Desired State) • Ask questions that determine if CLEAR solution is good fit for the prospect • Ask open-ended questions to elicit as much information as possible

  21. NOTES PAGE

  22. Feature Advantage Benefit SOLUTION Presenting Custom Solution • Consider features, advantages, and benefits of a potential solution • Key is understanding benefit(s) to the prospect • Present accurate and complete solution that will meet prospect’s real needs

  23. NOTES PAGE

  24. NOTES PAGE

  25. Handling Objections • There are four steps to handling objections: • Listen to prospect’s objection • Acknowledge the objection • Explore to undercover true objection • Respond to the objection • We refer to this as the “LAER” process

  26. LAER Example Objection: “I’m happy with my current provider.” • Step 1: Listen - Listen to the prospect’s objection. • Step 2: Acknowledge - “I appreciate your satisfaction with your current provider.” • Step 3: Explore - “If you could change two things, what would they be?”

  27. LAER Example Objection: “I’m happy with my current provider.” • Step 4: Respond - “CLEAR offers the mobility and simplicity that your current provider does not. [Describe benefits in detail]. We also have local support staff and customer care available when you need them. And we offer a variety of plans to address your specific needs. [Discuss limitations of bundled plans]. And finally, our service agreement protects you from fluctuating rates that other providers may employ.” • Close: “Let me get your details so you can start using [insert plan] today.”

  28. NOTES PAGE

  29. NOTES PAGE

  30. Closing the Sale • Don’t wait for prospect to ask you • If you wait because you feel embarrassed or awkward about asking for a sale, you will lose the sale – that’s money that never makes it into your pocket • The three main types of closes are: • the assumptive close • the summary close • the trial close

  31. Following-up • Critical to developing your business • Immediately after sale, send handwritten “Thank You” note • Call customer two days after sale • Make sure service is meeting expectations • Follow-up again two weeks, two months and five months after sale • Use the 2.2.2.5 Tracker Tool • Always ask for referrals

  32. NOTES PAGE

  33. (((((( SIGNAL CHECK )))))) What Doers "LAER" Stand For? Describe the FAB Method. T or F: Manual Overrides are restricted via Order entry. Name and describe the three main types of close. What are the three things that the pre-qual system checks for a given prospect?

  34. The Sales Process:A Complete Scenario • Engage the Prospect • Pre-Qualification • Ask Probing Questions • Present Custom Solution • Handle Objections • Close the Sale • Ask for Referrals and Follow-up

  35. Role-Play Script 1

  36. Role-Play Script 2

  37. Payment Options – Consumer • Credit or debit card (credit card preferred) • When available, Retail stores can activate and bill pay with cash • Credit or Debit card must still be on file • Checks/Electronic Check Payments not accepted for consumer customers • Upfront authorization fee will be $1 and then $20 or amount of sale + estimated taxes (whichever is greater)

  38. NOTES PAGE

  39. Payment Options – Business • Credit or debit card preferred • Checks/Electronic Check Payments not accepted for business customers • Paper invoice available with passing score of A,B or C • Send request through CQ • Invoice details: • Net 30 payment terms • Initially produced manually • Customer must pay first two months in advance (first invoice reflects) • Payments remitted directly to Kirkland office • Submit slow pay/poor credit override requests through CQ

  40. Credit Policy • Credit will be run for the following: • New customers and businesses requesting agreement plans • Business activations requesting to pay via paper check or purchase order • Any activation on a business plan • Credit will not be run for “no commitment” plans

  41. Credit Policy • Credit Score of A, B, or C • May be offered a 2-year service agreement • Allowed to lease the modem • May be subject to an Activation Fee depending on agreement term/ promotion • Credit Score of D, E, or N • Must choose month-to-month • Must purchase the modem in advance • Subject to an Activation Fee • Credit Score of “*” (asterisk) • Consumer statement or fraud alert is present • Sales rep must submit CQ ticket using “Manual Review Form”

  42. Credit Result Screenshots Decision Code: *

  43. Cancellation Policy

  44. NOTES PAGE

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