Price Positioning
The price may increase during subscription period and Bell will provide a ____ days written notice.
30
What's the ladder approach?
1. features & benefits
2. probing questions
3. credits (start with 5,10$+)
4. final retention
When should you upsell?
on every call!!!
When do you use BPI?
every call.
What are the 7 P's of calling...
1. Be Prepared
2. '' Present
3. '' Polite
4. '' Patient
5. '' Personable
6. '' Professional
7. '' Proactive
How long is the Fibe TV term and ETFs and what does ETFs stand for?
2 Years
1st year - 150$
2nd year -75$
ETFs - Early termination fees
If the cx says they want a better price but don't say they want to cancel can we offer credits?
no we can't. they must say the word "cancel".
**What are two features and benefits of Bell Fibe Internet?
-stable connection
-pure fiber optics
-free anti-virus software(McAffee)
-most reliable connection in the industry
What is the proper procedure if you realize you pick the wrong blueprint?
press wrong and select correct flow.
What is the meaning of these Status and coded orders which coded orders can we reschedule ?
Status 10
Status 30
Status BO
Coded - SA
Coded - SR
Coded PF or PO
Coded X
Status 10 - Winback
Status 30 - No facilities
Status BO - Completed order
Coded - SA = No access - can reschedule
Coded - SR - Cx not ready - can reschedule
Coded PF or PO - Plant facilities, Plant other = can't RDD.
Coded X - Investigate AI tracker + BCRIS if order released... Then reschedule
When do we go over price positioning?
Anytime the price of the order is effected or customer request pricing details.
Which option is Retention for Virgin and Bell on the Mitel Phone, and What is it called ?
Virgin - 2 Solutions
Bell - 2 Retention
How do you upsell Crave?
offer crave at no cost for 2 full billing periods.
If the customer says they want to cancel but you manage to retain them, what BPI flow do you use?
cancellation request
**Where do you remove an s-code?
BCRIS, in the due date section.
What credit are you allowed to offer store and sales agent for customer's order?
you can offer 5$ and 10$ credits without speaking with the customer.
How do you handle hesitation?
features and benefits & MSP's
Ex., this order has internet only. What could you add for an easy upsell?
fibe tv app and crave.
What is the contingency blueprint for?
to port a home phone number (winback or symmetry)
If ordermax, bcris and simple doesn't work, what is your next step?
call Tristan
**What is the ETF for google Chromecast?
BONUS++++ What is Bell's version of the Chromecast?
1st month- 37.50$
2nd month- 30$
3rd month- 22$
4th month- 15$
5th month- 7.50$
6th month- 0$
BONUS: Bell Streamer
**What can you use to transition from features and benefits to MSP credits?
transition statements
Give 3 features and benefits of Home Phone?
1. Direct link to 911 services in an emergency(copper)
2. No worries about spotty cellular coverage, especially in more rural areas
3. great sound quality
4. reliable
**What blueprint flow should you use if order PF'd?
misdirect (they need to speak to their case manager)
Give a step by step of how to change address on BCRIS and Simple.
BCRIS
1,2,5,4
Simple
EB2 task