MTA Annual Conference – 2010 “ But Sales Was Not In My Job Description! ”

1. MTA Annual Conference – 2010 “But Sales Was Not In My Job Description!” Sales Sherpas LLC – Proprietary salessherpas.com

2. Agenda • The Era of Accountability • Implementing a Sales Culture • Setting company goals • Sales Training • Providing Sales Motivation • Cross-selling & Up-selling • Inbound Selling Process Sales Sherpas LLC – Proprietary salessherpas.com

3. The Era of Accountability: Sales Sherpas LLC – Proprietary salessherpas.com

4. Implementing Sales Culture: Sales Sherpas LLC – Proprietary salessherpas.com

5. Setting company goals: 1) Drive bundle sales • Develop attractive bundles (research market needs) 2) Increase ARPU • Target bundled ARPU of over $100 3) Decrease Churn • Target total churn of less than 2% (per month) • Target landline losses to under 11% 4) Lengthen customer life • Implement contracts/Extend contract lengths (utilize promotions) Sales Sherpas LLC – Proprietary salessherpas.com

6. Sales Training Options: Sales Sherpas LLC – Proprietary salessherpas.com

7. Provide sales motivation: 1) Coach sales skills and behavior • Monitor calls and provide feedback 2) Sell side-by-side with CSRs • Lead by example 3) Develop contests • Team then move to individual performance 3) Develop specific sales targets • Minimum new activations/bundles etc. 4) Implement minimum targets Sales Sherpas LLC – Proprietary salessherpas.com

8. Coaching steps: 1) Discuss area for development - Example: More probing questions 2) Identify action or behavior • Example: Not comfortable asking questions 3) Determine responsibility & timeline • Example: CSR listen to top CSR and review following day 4) Express confidence in the associate Sales Sherpas LLC – Proprietary salessherpas.com

9. Implement Effective Contests: • Clearly defined objectives • Exciting theme • Reasonable probability of winning • Attractive rewards • Promotion & follow-through

10. Cross-selling: • Cross-selling – Selling complementary services • Cross-selling can significantly raise ARPU and decrease churn • Cross-selling Examples: • Selling HSI to phone customer • Selling TV/Phone/HSI to phone/HSI customer Sales Sherpas LLC – Proprietary salessherpas.com

11. Up-selling: • Up-selling – Increasing amount of services purchased in a single category • Cross-selling raises ARPU • Up-selling Examples: • Adding 200 minutes LD to local phone only customer • Increasing speed from 1.5Mbps to 3Mbps • Adding HBO to Basic TV package Sales Sherpas LLC – Proprietary salessherpas.com

12. Old School Selling: 1) Focuses on Salesperson’s needs 2) Slams a quick sale 3) Tries to minimize customer input 4) Increases stress for salespeople 5) Makes customers feel “victimized” 6) Salespeople have low/inconsistent sales 7) Increases customer churn Professional Selling vs. Old School Selling Professional Selling: 1) Focuses on the Customer’s needs 2) Discovering customer’s situation 3) Natural and customer friendly process 4) Reduces stress for salespeople 5) Creates happy and satisfied customers 6) Salespeople achieve peak performance 7) Increases customer loyalty Sales Sherpas LLC – Proprietary salessherpas.com

13. Inbound Sales Process: • Customer Connection • Discovery • Recommendations • Completing the Sale Sales Sherpas LLC – Proprietary salessherpas.com

14. Customer Connection: Step 1 - Showing Appreciation to the Customer • Why take the time to show appreciation for the customer’s call? • To show appreciation to the customer for calling, simply state: “Thank you for calling/choosing” Step 2 - State the company name • Why bother stating the company name? • Combining Step 1 and Step 2, we simply state: “Thank you for choosing _________.” Sales Sherpas LLC – Proprietary salessherpas.com

15. Customer Connection: Step 3 – Identify the reason for the call • Why do this? Step 4 – Establish trust and rapport • Making a “Trust and Rapport” statement lets the customer know the process we will be following and that we are focused on their needs • Example: Bob, I would like to take a few moments to make sure I understand your needs then I can make a recommendation, ok? Sales Sherpas LLC – Proprietary salessherpas.com

16. Discovery: Step 1 - Ask high-gain questions • Utilize open and closed probing questions to maximize insights into the customer’s needs Step 2 – Listen for customer cues • Listen for statements such as “I am really dissatisfied with…” or “I wish we could…” Step 3 – Validate customer needs • Summarize the customer needs to ensure you meet ALL of their needs Sales Sherpas LLC – Proprietary salessherpas.com

17. Discovery: Step 3 – Identify the reason for the call • Why do this? Step 4 – Establish trust and rapport • Making a “Trust and Rapport” statement lets the customer know the process we will be following and that we are focused on their needs • Example: Bob, I would like to take a few moments to make sure I understand your needs then I can make a recommendation, ok? Sales Sherpas LLC – Proprietary salessherpas.com

18. Recommendations: Step 1 - Select appropriate services to meet the customers needs • Share the appropriate feature, function and benefit Step 2 – Check for need satisfaction • Validate comprehensive satisfaction Sales Sherpas LLC – Proprietary salessherpas.com

19. Completing the Sale: Step 1 - Ask to proceed • If a salesperson has effectively determined a customer needs this simple. Step 2 – Confirm the order • Review all of the services orders and answer any final questions Step 3 – Schedule installation/activation date Sales Sherpas LLC – Proprietary salessherpas.com

20. Learn More… • Talk - 800.287.7198 • Write – david.gee@salessherpas.com • Click – salessherpas.com • Tweet - @salessherpas.com Sales Sherpas LLC – Proprietary salessherpas.com