Understanding the Situation & Need
What is a discovery question and why is it important?
Discovery questions are open-ended questions that are used to gather information and gain a better understanding of a client's needs, goals, and pain points. They are often used in sales to help identify potential customers, build rapport, and establish trust
What are good ways to build rapport with customers?
Complimenting them
Saying their name
Asking how their day is going
Mirroring
Ice Breakers
Finding Common ground
Name 3 features of Spectrum Mobile
Free roaming in Mexico and Canada
Mobile Hotspot
Free Anytime Upgrade
Per Gigabyte And Unlimited Data Plans
Nationwide 5g Access
Unlimited talk and text
International Calling And Data Roaming
Can switch plans anytime
No Contracts
Uses Verizon network
Explain the difference between copper/coax internet and fiber
Copper/Coax Internet
Fiber Internet
What is a modem, router, and gateway?
Modem: Required to get internet service at your home
Router: Receives the signal from the Modem to create Wifi internet
Gateway: Combines the modem and router into 1 piece of equipment
What is the difference between discovery questions & probing questions?
Discovery questions are designed to uncover the prospect's needs, challenges, and goals. They help sales representatives gather information to understand the prospect's situation better and tailor their pitch accordingly.
Probing questions go deeper into specific areas to clarify details, uncover underlying issues, and gather more comprehensive information. They help sales representatives understand the prospect's motivations and concerns more clearly.
What is the difference between Value-Based Selling & Price-Based Negotiation?
Value-based selling is a sales approach rooted in understanding and benefitting the customer throughout the sales process
Price-Negotiation emphasizes reaching a mutual agreement on price through bargaining.
Sell me a Directv package higher than Choice
use discovery & create a tailored solution
BONUS: Top down sell
Open Answer
You have 60 seconds to outline the steps in the call flow. GO!
Opening/Introduction
Call Identification
Discovery/Probing Questions
Decision Making
Product Presentation
Cross Sell
Overcome Objections
Compliance & Protocols
Recap
Close/Security Transfer
What is the purpose of a SIM/eSIM?
It provides service to the specific Mobile device, which allows users to have their plan, make calls, and texts
Role play an example demonstrating both Discovery & Probing questions
Discovery
Probing
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Discovery
Probing
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Discovery
Probing
What is a tailored solution?
Tailored solutions are customized approaches to solving problems or meeting the needs of a specific customer. They are designed to address the unique circumstances, preferences, and objectives of clients or customers, rather than using a one-size-fits-all approach.
Explain Frontiers eero Secure & Whole Home Wifi
How would you bring these features up in a sales conversation?
eero Secure:
Advance Security & Ad Blocking
Advance Parental Controls
Internet Backup
Whole Home Wifi:
Maximizing wifi connection & Speed with 2 Eero 6 Pros (Supercharged Wifi Coverage)
Explain why satellite internet is a good solution for customers looking for internet?
Accessibility: Satellite internet has 99.9% serviceability, this means customers can receive internet anywhere in the US!
High Speed Internet: Our satellite providers offer a range of speeds to meet different customer needs. Satellite internet comes with high speed internet capable of supporting activities such as streaming, online games, and video conferences
Customer type (Rural and Underserved Customers): Satellite internet is available in areas where traditional internet options (Fiber, copper, DSL) may be limited or unavailable
Explain the difference between streaming & Cable TV
Cable TV delivers television content through physical cables to your TV, offering live programming and bundled channel packages, often with higher costs due to equipment fees and contracts. It provides scheduled viewing, with limited flexibility for watching on different devices.
Streaming TV uses the internet to deliver on-demand content and live TV, accessible on various devices like smart TVs, smartphones, and tablets. Streaming services are usually more affordable and flexible, allowing viewers to choose what they want to watch and when, with the added convenience of no long-term contracts.
How does Discovery & Probing turn into rapport?
Tailored Solutions: By asking discovery and probing questions, sales representatives can tailor their recommendations to meet the prospect's specific needs and preferences.
Building Trust: Understanding the prospect's situation demonstrates empathy and shows that you are genuinely interested in helping them find the best solution.
Overcome Objections: Probing questions help uncover objections early, allowing sales reps to address concerns and provide reassurance.
What is the assumptive close/sale?
Provide an example
The assumptive close is also known as the presumptive close. It’s where the salesperson assumes the prospect is ready to buy. Instead of the salesperson saying, ‘Are you ready to buy?’ they would assume the sale and ask a question like ‘Would you like me to arrange delivery on Monday?’
Name & Explain all Optimum Mobile Plans
Unlimited Max:
$40/mo
50 GB Data
15 GB Hotspot
Unlimited talk & Text
Unlimited:
$30/mo
20 GB Data
5 GB Hotspot
Unlimited Talk & Text
3 GB:
$25/mo
3 GB Data
No Hotspot
Unlimited talk & Text
1 GB:
$15/mo
1 GB Data
No Hotspot
Unlimited talk & Text
Which providers offer WHI? (Wireless Home Internet)
What is Wireless Home Internet & How is it different than Wired Internet?
Earthlink & T-Mobile
Wireless Home Internet refers to an internet service that uses cellular networks (like 4G LTE or 5G) to provide internet access to a home. Instead of relying on physical cables like fiber, DSL, or coaxial, it uses radio signals transmitted from cell towers to a router or modem inside your home.
Key Differences:
What does a customer need to do if they want to BYOD?
Pay off Device
Unlock Device
Obtain IMEI
Generate transfer PIN (if porting number)
You're talking to a customer and they're interested in switching services. You're asking them questions, but they're not really telling you anything other than "it sucks" and "its too expensive"
Provide an example of how you would probe this customer further to turn this conversation into value rather than price, and understand what their true pain point is
Open answer
Explain why bundling services is better than single services
Bundling services is often better than subscribing to individual services because it usually provides cost savings, convenience, and enhanced value. By combining services like TV, internet, and phone into a single package, you often receive a discounted rate compared to purchasing each service separately. This can lead to substantial financial savings. Additionally, bundling simplifies management by consolidating multiple bills into one, making it easier to track and pay. Providers may also offer additional benefits, such as improved customer support or exclusive features, further enhancing the overall value of the bundle.
Explain the ATT Wireless Unlimited Premium Plan & The Value Plan
Unlimited Premium
Value Plan
When do we offer the Broadband Consumer Label to our Customers? What does it include and why must we explain this to our customers?
After we pitch AND the customer expresses interest in the package.
Includes: Rack rate pricing, true speeds, information about discounts, customer support info.
Why?: To make it easy for consumers to compare different broadband services
Most of our providers like, Spectrum, Frontier, Directv, Optimum etc. Offer APPS. explain what the benefits of the providers Apps are
Enhancing the overall user expierence
Able to watch TV and on demand anywhere, on the app
Can manage account, pay bills, troubleshoot issues from your phone
Personalization such as DVR management, remote control functionality, makes it easier to control your content