CBM
What kinds of customers do you talk to about CBM?
Every customer that comes on your line. Renewals, Disconnects and Follow Up calls!
What is your #1 priority as a Retention rep?
Save, Save, Save!
How do I earn BIG $ selling Wireless Connect this month?
Every NEW WC sale = $50.
Hit 8 CBM Lines each sale = $75
WC MUST be New adds (not CP replacement)
MRC on Renewal must be 82%+
What is the new Save Rate calculation for commissions?
(Total Calls - Partial disconnects - full disconnects (others)within 14 days) / Total calls
What modem supports Wi-Fi extenders?
CBR2 gateway
What is the easiest way to drive CBM Lines?
Mention CBM on every call.
Sell multi-lines!
Two offers on every renewal.
Discovery around BOTH lines and tablets.
What is the easiest way to drive save rate?
Build rapport.
Ask thoughtful discovery questions.
Present a solid save attempt with a meaningful tieback.
Use the offer tool.
Does Wireless Connect work with Static IP?
No. Static IPs are tied to the modem. WC automatically pivots between 4 different diverse networks.
What is the SAVE Rate goal?
84%
How much does Wi-Fi extenders cost?
$9.95/month per extender
How much is the BOB discount?
$20 / month for 1st 12 months
What 3 questions should you ask when customer is disconnecting for a competitor?
Who is the competitor?
What is the speed?
How much are you paying?
What speeds will a customer with WC see if their normal BI goes out?
A) 100/25+ Mbps via hotspot
B) 50/15+ Mbps over cellular
What is one KPI that impacts all of your commission goals?
Renewals! Practice ONE call close!
Save Rate = renewals
Renewals/day = renewals
MRC = renewals
CBM = renewals
Customer has Wi-Fi pro...are Wi-Fi extenders a good add on for them?
No! Customers with Wi-Fi pro cannot get Wi-Fi extenders
True or False: Customer is past due 45 days, you can submit your CBM sale.
FALSE! Customer cannot be past due for more than 30 days.
Why does Comcast win against Fixed Wireless?
Not reliable.
Speeds are not guaranteed.
Cell phone signal is given priority over internet.
Why sell Wireless Connect?
A) SAVE more accounts
B) drive revenue
C) Always on connectivity
D) Customer Peace of Mind
How many CBM Lines do you need to sell to achieve 200.01% on the new commission plan?
17 lines!
Does a technician need to install Wi-Fi extenders?
No. They are shipped to customer with a self-install kit.
Who qualifies for BOB discounts?
New CBM customers only.
Tablets and watches are excluded.
What soft skills are necessary when trying to save a customer?
Build rapport.
Show empathy.
Active Listening.
Appropriate Voice Tone.
How long does the normal WC battery back-up & extended battery back-up last?
Normal battery lasts up to 8 hours.
Extended battery lasts up to 16 hours.
How does FCR impact commissions?
Low FCR = Low SAVE Rate = Low Commissions!
When should I sell Wi-Fi Extenders?
Customer needs Wi-Fi extension.
Customer has dead spots/weak service areas.
Customer has a lot of connected devices.