The
Basics
Basics
This person is the only individual who can finalize a sale.
The customer – The account's authorized decision maker
What competitive advantages does Verizon have over its competition?
* Verizon Fios is the premier fiber internet provider offering 100% fiber-optic network technology. This gives customers the faster and most reliable internet available.
* Price lock for three years( on applicable plans).
* In 2022 J.D. Power rated Verizon Fios with the highest rating in the East region & The American Customer Satisfaction Index placed Verizon at the top for customer satisfaction.
* Verizon has many promotional offers for new customers.
* Exclusive discounts for military, veterans, first responders, teachers and nurses.
What is needed to complete a sale?
* The customer face to face
* A qualified & accurate address belonging to the customer
* An accurate email belonging to the customer
* 2 CBR numbers (at least one belonging to the customer themselves – secondary can belong to roommate/friend/family member.
* YOUR Optix ID – No code sharing!
A customer said they spoke with a D2D rep about service over the weekend. They did not want to place an order at that time because they were moving, but the rep advised them to put in their information to see if they "qualified" for service get a price quote.
After the customer entered their information, the rep said they would give the customer a call on December 29th. December 29th was the installation date for the service the customer stated they never ordered.
Issues:
The rep was very misleading telling the customer they just wanted to see if they would qualify for service when in actuality they were signing the customer up for service.
This is essentially slamming a customer – the customer never agreed to sign up for service.
Coaching:
Make sure all reps qualify and disqualify prospects – if a customer states this is not a good time to sign up you must honor that and learn to walk away (don't waste your time or the customer's time).
Customers must be aware they are signing up and understand the service.
You are speaking with a prospect who has complained about their current service and stated that their roommate usually handles everything, but they want to switch service providers and sign up with you.
What would you do?
What is:
*Ask to speak with the roommate so you can explain the service and benefits to them.
*Remember we must speak with all decision influencers and the primary decision-maker to ensure all members are onboard and the sale won't be cancelled.
Name at least 3 things you should include in your rehash.
* Products ordered
* Pricing
* Applicable promotions
* Details about the installation process or self set up process
* Recap the perks of service with Verizon (high speeds, more reliable network etc)
* Ensure customer sees the value in service
True or False:
It's ok to set up an account for yourself as long as it is at your house & after business hours.
False.
Reps may never set up or modify their own Verizon account or an account within their own place of residency.
What must all reps have on them while out in the field?
* A visible rep ID badge – or trainee badge:
Customers should not have to ask to see a badge.
* Verizon standard apparel (branded)
* A Verizon provided tablet
A customer stated that they had a Verizon salesman come to their door. Although they were initially under the impression that the rep worked directly for Verizon they found out that this rep was not an actual Verizon employee, but a contractor hired to go D2D.
The customer stated that they usually do not give these "roaming salespeople" any time but she was actually interested in Verizon at the time. She had been working from home and experiencing numerous issues with her service. Her company offered to cover Verizon installation and service to increase her productivity at home.
After signing up, she realized that the sales rep lied "just to make a sale," telling her one thing but signing her up for something completely different. She never asked for basic cable and felt the rep did not fully explain the installation process for service. After this interaction, she feels the rep was not trained properly, was not very knowledgeable, and was very pushy and persistent.
Issues:
* The rep should have thoroughly explained the service and the installation process.
* A rep should NEVER submit an order for services the customer does not want.
* Reps should ALWAYS review the entire order with the customer to make sure everything is correct.
Coaching:
* This rep needs a full retrain.
* All reps must know how to explain the installation process to customers and set correct expectations.
* Remember, 91% of unhappy customers will not buy from a company they had a bad experience with.
After presenting a FiOS solution to a customer, the customer asks if we can help them out applying for ACP.
What would you do?
* We can steer them in the right direction & provide the website and ACP customer service number.
* We cannot input any information for ACP on their behalf, they have to fill it out themselves or call into the ACP support line.
True or False
It's ok to bypass or omit a credit check if the customer requests Verizon does not do a credit check.
False:
*All agents must follow the Real Time Credit Check process.
*Before submitting the credit check, all agents must advise customers that the credit check will appear on the customer's credit report.
Explain the current Verizon FiOS internet plans and features.
1 Gig:
* up to 940/880 Mbps speed, router rental included in the price, 4-year price guarantee
500 Mbps :
* 500/500 Mbps, router rental included in price & 3-year price guarantee
300 Mbps:
* 300/300 Mbps w/ a 2 yr price guarantee, router included
What is ACP, and what are the steps the customer needs to follow to get ACP & apply it to their Fios service?
ACP: Affordable Connectivity Program – a Federal Government program that provides qualified customers a discount on their internet services.
1.) Customers apply for ACP themselves online on their own device
2.) Customers must activate service/ install their equipment
3.) Customers must reach out to Verizon to apply their ACP approval code to activate the benefit.
A prospect lodged a complaint regarding a D2D rep interaction. She said she was in a rush when the rep knocked and provided the rep with her personal number. He asked a lot of personal questions that made the prospect feel very uncomfortable and she asked the rep to email her a link with info. The rep then tried to take her phone, but she refused. She told him she had to go and closed the door on him. The rep was very aggressive, calling and texting her multiple times from his personal number.
Issue:
* The rep did not leave when the customer stated she was in a rush.
* Reps aren't allowed to touch a customer's phone and this rep shouldn't have asked for any of her personal information.
* The customer stated the rep made her very uncomfortable and was aggressive.
Coaching:
* The rep should have asked for a better time for her and offered to return another time/day.
* No rep should pressure any customer or prospect into signing up for service. Even if that customer does sign up they will more than likely cancel.
* This rep should be put on warning and if any similar complaints come through they should be put on a retrain or be let go.
You've discussed service with a prospect, they decided it would be a good fit for them, and you build a personalized package to fit their wants and needs.
When it comes time for Life on Verizon the customer asks if you could just send it to your phone really quick so they don't have to search for their phone.
What would you do?
Explain that you are not allowed to use your own personal device for any portion of enrollment.
What information must be accurately provided by the customer & belong to them for any/all sales?
*Home address
*Valid E-mail
*Valid CBR (can be reached #)
* Name spelled correctly
* Valid alternate CBR with name
What marketing materials and/or branded apparel can agents and independent contractors create to use in the field?
None, all marketing material & branded apparel must be provided or approved by Verizon.
Name at least 3 things a rep can do to increase the probability of a customer installing service.
* Have the customer double-check and verify their information before submitting it.
* Make sure they get two can-be-reached numbers – this is important! If the tech cannot contact the customer on the install date, the sale has a higher probability of going into JEP status and cancelling.
* Call the customer during sign-up to ensure the number provided is accurate and belongs to the customer – you can also ask them to save your number so they can ask any additional questions that may arise.
* Get a valid email that the customer actually checks. Remember you cannot place an order without a valid email address, this is a digital contract.
* Verizon uses email to send customers notifications and order details.
* Build value in the product – make sure to get the customer excited!
* Make it make sense, help the customer understand why this service would benefit them. (features and benefits)
A customer called in with a rep to apply their ACP approval code. Verizon discovered that the customer handed her phone to the sales agent to complete the ACP application for her since she was not tech-savvy. The customer verbally provided all of her information to the rep for the application. The rep gave the customer their ACP approval code and contacted Verizon customer service with the customer.
Issues:
* Reps cannot assist customers with their ACP application. If the customer needs assistance with the application they must reach out to the ACP support department.
* Reps are not allowed to touch the customer's device at any point.
* Reps should never have, receive, or ask for a customer's personal information – that information should always be entered in by the customer themselves.
Coaching:
* Remind reps they are not allowed to touch a customer's device.
* Reiterate the importance of customers entering in their own information. (decision accountability, accuracy, and security/privacy purposes)
When you're pitching service to a prospect, you learn they currently have service with Verizon under their spouse's name. They ask if you can sign them up for a new account under their name so they can take advantage of the new promotions available.
What would you do?
* Explain that since they currently have Verizon services, they cannot sign up for a new account for the same household.
* The process of canceling an existing account and replacing it with a new account within the same household to take advantage of new pricing/promotions is against Verizon policy. This includes any attempts at processing “move orders” with the same address as the previous address.
All new hire agents must review and sign the _______ _________ _______ as part of the New Hire Training. The agent will keep one copy and the second copy should be kept in the office to be presented to Verizon upon request.
The weekly compliance checklist.
What is a SNOW ticket and what details should you include in a SNOW ticket?
SNOW ticket = Service now ticket
This goes directly to Verizon. The link for SNOW tickets is found in Optix or Smart Leads.
* Type of order
* Products ordered
* Error messages (if applicable)
* Detailed description of the issue
Why should representatives always conduct themselves courteously and respectfully?
D2D reps are the face of Verizon (brand ambassadors) – It is important that you build value in the brand & show customers that Verizon cares.
Remember that almost everyone now a days has video cameras (ring doorbells, security systems etc.) so it is important to remain professional even when you think no one is watching (integrity).
Verizon received a complaint with video surveillance showing a sales rep wearing a yellow reflective Verizon vest gaining entry to a locked building. The rep rang the bells of 7 units to access the building. This building has a sign posted that reads:
"Security Cameras. No Solicitation. No Trespassing. Notice to Utility companies: Private property, no entry without appointment."
The rep proceeds to knock and ring the bells of every tenant (confirmed by video footage) repeatedly insisting to speak with them about service.
One tenant reached out to management very upset, feeling "traumatized" explaining that she keeps telling the sales agent she is not interested. The rep kept knocking anyway, clearly not taking no for an answer. Management considered this act aggravated harassment to their tenants and now refuses to allow Verizon on their property for any reason. Verizon is now prohibited from entering the premises and will not be allowed to install cables, wires, fiber optic equipment, or gain entry for any reason on this property.
Issues:
* The rep harassed tenants to gain access to a building they should not have been in to begin with as it had no solicitation signage posted.
* The rep continued to bother the residence by incessantly knocking and not taking no for an answer.
* Verizon is now unable to conduct any new business at this location since management refuses to provide access to them.
* Not only did this create a horrible experience for all residents, but also for property management.
* This reduces workable territory and creates bad-of-mouth advertising.
Coaching:
* Reps must abide by all No-Solicitation signage posted
* Reps must act professionally
* Know when to walk away – If a prospect states they are not interested in service multiple times, don't harass or pressure them
* This rep should be put on a retrain and if they receive any other complaints similar in nature, they will be removed from the program
A prospect seems hesitant to sign up because it seems like a hassle to switch providers. They want to find out more information & pricing from you and decide to go through with the sales process. Before submitting the order they state "I'm not sure if my wife will want Verizon, if not I guess I just call to cancel right?"
What do you do?
Offer to come back or have them call their spouse to explain the perks of making the switch to Verizon. Ask qualifying questions to ensure this is a customer with genuine interest and not a fleeting impulse.
Reps should avoid one-legged sales. They have a much higher cancellation rate.
Don't waste your time & destroy your metrics just to put a sale on the board.