WiMAX Sales Process
The Sales Process
1. Engage the Prospect
2. Pre-Qualification
3. Ask Probing Questions
4. Present Custom Solution
5. Handle Objections
6. Close the Sale
7. Ask for Referrals and Follow-up
The Sales Process
Get
Ink
Get
In
Engage the
Prospect
Get
Interest
Pre-Qualify
Get
Info
Handle
Objections
Ask Probing
Questions
Close the
Sale
Present
Solutions
Get
Income
Ask for
Referrals
Get
Involved
Follow-up
Batter Up!
Pre-Qualify
Probing
Questions
Present
Engage
Overcome
Objections
Close
Referrals &
Follow-up
Engaging the Prospect
• Quickly engage the prospect and introduce yourself and
CLEAR
• Use open-ended questions, compliments, or some other type
of clever opening to engage a prospect
• If following up or approached by a prospect, mix up your
greeting slightly
“You Stop Them”
Traffic Grabbing
• Starts with good eye contact and great smile
• Use what you have available to draw people
– Examples include running sporting events, Clear365, YouTube, movies,
games, and TV sitcoms on your flat screens
• Be observant
– Notice what prospect is wearing (particularly university logos and sports
team t-shirts), shopping packages, circumstances, kids with their parents,
business people, senior citizens, etc.
– With this visual information, tailor what you’re going to say to get your
prospect to stop
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Transitioning after Traffic Grabber
• Once you grab someone’s attention, make a smooth transition
• The transition takes you from initial contact into the sales
process
• In general, your Engaging Introduction includes:
–
–
–
–
Getting prospect’s attention with a grabber
Who you are and who you’re with
Credibility statement that sums up CLEAR
Transition statement
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“They Stop You”
Elevator Pitch
• Concise, clear summary of our products/services
• Includes key customer benefits
• Can be delivered in the time span of an elevator ride
(~30 seconds)
“They Stop You”
“What’s CLEAR?”
This is the perfect opportunity to have your
30-second elevator pitch ready!
“They Stop You”
“How do you compare to the competition?”
Clarifying Question: “To whom are you comparing us?”
Response: “In general, we offer something that the others can’t increased convenience with fast, simple mobile Internet with no waiting
for a technician to install. Unlike others, you can take us with you
wherever you go in our coverage area.”
Transition Question: “So, where do you live?”
“They Stop You”
“How fast are you?”
Clarifying Question: “Let me ask you, for what purpose do
you use the Internet?”
Response: “We offer speeds of up to 6 Mbps (with bursts to
10 Mbps!) depending on the service you need to address
your usage.”
Transition Question: “Where do you live?”
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“They Stop You”
“How much does CLEAR cost?”
Clarifying Question: “Let me ask you, where do you typically use the
Internet?”
Response: “With CLEAR you have choices and different plans to
meet your needs. We also have special promotional pricing available
depending on the solution you choose.”
Transition Question: “Do you have a laptop or desktop computer?”
“You Stop By”
Door-Knocking
• Smile
• Maintain eye contact
• Be considerate of personal space – you are a guest in their
home
• Be sincere and be yourself
• Be prepared with your engaging introduction
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Pre-Qualification
• Once prospect is hooked, pre-qualify them early in the sales
process
• Pre-quals are captured on the Comp Report
• Don’t spend too much time with someone only to find he/she is
outside our coverage area
Pre-qual Policies and Procedures
• Full (street level) pre-qual required for Home and Mobile service
• Pre-qual mobility products in a few places where prospect wants
to use product
• Manual Overrides (MORs) restricted via Order Entry
• If prospect does not pre-qual, there are additional options
Asking Probing Questions
• Identify/uncover prospect’s needs
• Identify where prospect is (Actual State) so when you present
solution you can show them where he/she would like to be
(Desired State)
• Ask questions that determine if CLEAR solution is good fit for
the prospect
• Ask open-ended questions to elicit as much
information as possible
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Presenting Custom Solution
• Consider features, advantages, and benefits of a potential
solution
• Key is understanding benefit(s) to the prospect
• Present accurate and complete solution that will meet prospect’s
real needs
Feature
Advantage
Benefit
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Handling Objections
• There are four steps to handling objections:
1. Listen to prospect’s objection
2. Acknowledge the objection
3. Explore to undercover true objection
4. Respond to the objection
• We refer to this as the “LAER” process
LAER Example
Objection: “I’m happy with my current provider.”
• Step 1: Listen - Listen to the prospect’s objection.
• Step 2: Acknowledge - “I appreciate your satisfaction with your
current provider.”
• Step 3: Explore - “If you could change two things, what would
they be?”
LAER Example
Objection: “I’m happy with my current provider.”
• Step 4: Respond - “CLEAR offers the mobility and simplicity
that your current provider does not. [Describe benefits in
detail]. We also have local support staff and customer care
available when you need them. And we offer a variety of plans
to address your specific needs. [Discuss limitations of
bundled plans]. And finally, our service agreement protects
you from fluctuating rates that other providers may employ.”
• Close: “Let me get your details so you can start using [insert
plan] today.”
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Closing the Sale
• Don’t wait for prospect to ask you
• If you wait because you feel embarrassed or awkward about
asking for a sale, you will lose the sale – that’s money that never
makes it into your pocket
• The three main types of closes are:
– the assumptive close
– the summary close
– the trial close
Following-up
• Critical to developing your business
• Immediately after sale, send handwritten “Thank You” note
• Call customer two days after sale
– Make sure service is meeting expectations
• Follow-up again two weeks, two months and five months after
sale
– Use the 2.2.2.5 Tracker Tool
• Always ask for referrals
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(((((( SIGNAL CHECK ))))))
What Doers "LAER" Stand
For?
Describe the FAB Method.
T or F:
Manual Overrides are restricted via
Order entry.
Name and describe the three main types
of close.
What are the three things that the pre-qual
system checks for a given prospect?
The Sales Process:
A Complete Scenario
1. Engage the Prospect
2. Pre-Qualification
3. Ask Probing Questions
4. Present Custom Solution
5. Handle Objections
6. Close the Sale
7. Ask for Referrals and Follow-up
Role-Play Script
1
Role-Play Script
2
Payment Options – Consumer
• Credit or debit card (credit card preferred)
• When available, Retail stores can activate and bill pay with cash
– Credit or Debit card must still be on file
• Checks/Electronic Check Payments not accepted for consumer
customers
• Upfront authorization fee will be $1 and then $20 or amount of
sale + estimated taxes (whichever is greater)
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Payment Options – Business
• Credit or debit card preferred
• Checks/Electronic Check Payments not accepted for business
customers
• Paper invoice available with passing score of A,B or C
– Send request through CQ
• Invoice details:
–
–
–
–
Net 30 payment terms
Initially produced manually
Customer must pay first two months in advance (first invoice reflects)
Payments remitted directly to Kirkland office
• Submit slow pay/poor credit override requests through CQ
Credit Policy
• Credit will be run for the following:
– New customers and businesses requesting agreement plans
– Business activations requesting to pay via paper check or purchase order
– Any activation on a business plan
• Credit will not be run for “no commitment” plans
Credit Policy
• Credit Score of A, B, or C
– May be offered a 2-year service agreement
– Allowed to lease the modem
– May be subject to an Activation Fee depending on agreement term/
promotion
• Credit Score of D, E, or N
– Must choose month-to-month
– Must purchase the modem in advance
– Subject to an Activation Fee
• Credit Score of “*” (asterisk)
– Consumer statement or fraud alert is present
– Sales rep must submit CQ ticket using “Manual Review Form”
Credit Result Screenshots
Decision Code: *
Cancellation Policy
Cancellation up to and
including seven days
Cancellation greater than
seven days
Refer to Account Services
Refer to Account Services
Monthly service refunded
ETF applicable
Refund purchased USB devices upon
return
No refund on service, activation fee or
equipment
Customer must call Account Services
within seven days
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