Finding a need
After talking with your customer, you have found they have a small business. How can they utilize AAL?
Device for employee.
Additional business line.
I cant afford for my bill to increase
Perform an account review
You cant afford free?
Discuss the cost without the promo
Customer upgraded two months ago and kept their old device
No extra cost, just extra value.
Let me think about it
Limited time offer for loyal customers/End date
You have built solid rapport with your customer and found that their kids arent old enough for their own phone, how could you position AAL to them?
Kids emergency line (going to ball game, staying at grandmas, school field trip.)
How is it free if I still have to pay for a device?
BYOD, cheap phone, emphasize that the service is free indefinitely
I don't want to buy another phone
discounted devices, free devices, or alternative device types
This sounds too good to be true.
The good news is it's real. The only thing to keep in mind is that these promos don’t stay long. Since it’s active on your account today, this is the window where you get the most value.
Customer has an elderly grandmother who only has access to a phone at her nursing home. How could you position AAL?
Cellphone that grandma has access to at all times.
Emergency phone for grandma
I still don't need it
Repeating back the needs that you found.
I'm not going to carry two devices around
the line can serve a purpose beyond a phone (emergencies only, landline, back up)
Customer comes in complaining about dropped calls or needing a more reliable setup for remote work.
adding a line today gives you a backup device or hotspot at a promo price.
After working with your customer, you find that he travels very frequently camping around the country. The customer has expressed frustration when using GPS and frequently getting calls, how can you position AAL to this customer?
Additional device to use only for GPS
A customer is in store browsing phones but not planning to buy today. They are asking a lot of questions, and you learn they are very skeptical of promotions, budget‑conscious and cautious.
Clarify the “catch” before they imagine one
Tie it back to their needs
I will buy a cheap phone, but I do not want device protection.
Position standard
Close without DP and call within 30 days to offer again
I won't need it until my kid finishes middle school.
Add it now so you are able to get it for free but wait and give it to them later
Your customer has no need for an additional line. What are some examples of ways they can use this AAL?
Kitchen sink phone (landline)
Emergency car phone
open line for when someone needs it
I dont have anyone who can use it. Its just me
emergency device, home phone back up for when one breaks, car phone
After the customer tells you they don't have a phone to use and they do not wish to finance you ask additional questions and find that their child has an old iPhone 13. They won't have access to device until their child visits next week. How you can overcome this?
use temp ESN generator, just make sure the customer brings device in the next 30 days
use recycled device temporarily to hold the line
Customer in store to upgrade, you position to add their old device back to their account and explain all the details and benefits. The customer agrees to move forward with the AAL if you can waive their activation fee.
Act fee is a requirement; however, it is just a one-time fee for a free line you get to keep indefinitely for being such a loyal customer to uscellular.