Notes

Now TV Templates

Customers Package:

Contract or no contract:

Customer called to place a new/re order

BB package

Calls package

Contract length

Free Hub delivery/ no hub needed

Monthly cost



NEW SALE

· Answer call and introduce yourself.

· Ask the customer a lot of questions to find out what they would like from us, are they with another provider, have you seen any offers online or have you been in contacted with us before.

· Ask the customer have you ever been a customer of ours before (If so ask for the postcode and search – this could be a reorder or a new sale over 6 months).

· Take Postcode and first line of address for all customers (Re order and New Sale).

· Establish the package that best suits the customer before creating an account.

· Advice the customer before we create your account you will need the following: Email address, Mobile Number, must also have a Credit or Debit card AT HAND for the account to be created fully and correctly.

· Before any personal detail is taking from the customer the MARKETING STATEMENT must be read WORD FOR WORD.

· When the full customer details have been taking run a check in standalone productivity checker to see what is available for the customer and tailor your conversation to suit.

· Once this has been established which package they want and the price they are happy with proceed to MAKE SALE.

· Once you are selecting the Telephone package establish if the customer would like to Directory or Ex-directory (Listed in the phone book or not). Also ask the customer do you have permission to make decisions about the home phone line.

· Select Broadband and take note of the speed (min, max and upload).

· Now once you have got the speeds proceed to read ALL REMAINING KEY FACTS WORD FOR WORD.

· Confirms the customer would like to have the router delivered to their home address and establish who will be signing for this. Also advise the customer they will receive this between 3-5 working days before their activation date.

· Apply new 12 month minimum term offer/non contract offer and also add the £7.99/£10.99/£13.99 off offer for the Anytime Calls.

· MUST confirm all three services are contracted for 12 months.

· Advice customer of the package and what offers that have been applied, give the full price first of the entire package and then explain the offer in full and WORD FOR WORD to the customer.

· When you get to the customer consents page recap and ask the customer are they happy with everything we spoke about and ask if they would like any more detail before proceeding. Please confirm that cancelation rights and full terms and conditions will be sent.

· Take the payment details from the customer and there will be a key fact that populates that you MUST read WORD FOR WORD.

· BEFORE YOU CLICK FINISH AND CREATE AND COMPLETE THE SALE – ASK THE CUSTOMER ARE THEY HAPPY AND FULLY UNDERSTAND WHAT THEY ARE TAKING WITH US , FOR HOW LONG AND ARE THEY HAPPY FOR YOU TO COMMIT THE ORDER ON THEIR BEHALF.


RE ORDER

· ID&V account if applicable.

· Establish why the order has failed.

· Advise the customer the Re Order will take 10-14 days.

· Ask the customer do you want the package to be the same as it was before or would you like to make a change to the package. (Check Portfolio for original package)

· If the original order has failed also make sure it shows as fully cancelled in Portfolio, if it is you can process the sale – if not you need to raise a CRF for unable to Make Sale.

· Check with the customer if they have received the router or not from the original sale, if yes the customer can use this and do not try and send another one as they will be charged for this. If no we can re issue a new router with the new order.

· If the package is exactly the same then ask the customer :

· Would you like all of the Key Fact to be read again or just any that are necessary.

· If the customer states YES then read all Key Fact WORD FOR WORD.

· If the customer states NO then read the following TWO Key Facts :

· BBVCOP & The Cooling Off Key Fact that usually pops up on the consents screen.

· Make sure you read the Offers WORD FOR WORD, and also include the anytime calls.

· Advice the customer of the price of the package as originally agreed (£18, £25 & £30).

· BEFORE YOU CLICK FINISH AND CREATE AND COMPLETE THE SALE – ASK THE CUSTOMER ARE THEY HAPPY AND FULLY UNDERSTAND WHAT THEY ARE TAKING WITH US , FOR HOW LONG AND ARE THEY HAPPY FOR YOU TO COMMIT THE ORDER ON THEIR BEHALF.

· Once you have completed the sale for the customer please send the customer’s Account Number to either me or Sean Tracey (SME) via Email or Chatter. We will then add the offer for Free Anytime Calls.



This is the details Ciara sent over


Ok, so i am going to talk you through your package, the offers that have been applied

and the price of your package after 12 months along with your options at that stage.

So just to confirm your Brill/Fab/Super Fibre, Line Rental and anytime calls

are all contracted for 12 months.

Brilliant BB: The first thing i have added to your account is Brill b/b this would usually be £8 per month

however we are giving you £7.99 off for the next 12 months.

FAB FIBRE: The first thing i have added to your account is Fab Fibre this would usually be £18 per month

however we are giving you £10.99 off for the next 12 months

SUPER FIBRE: The first thing i have added to your account is Super Fibre this would usually be £26 per month

however we are giving you £13.99 off for the next 12 months.

I have then applied the nowtv anytime calls these would usually be £8 per month however we are

giving you these for free for the next 12 months because you are taking broadband.

I have then applied your line rental which is £17.99.

Taking these two offers into consideration and along with your line rental is what brings your

total package price for the next 12 months to £18/£25/£30

After the 12 months the price of your package will be

Brill b/b £33.99

Fab Fibre £43.99

Super Fibre £51.99

if they are on PAYU calls

Brill b/b £25.99

Fab Fibre £35.99

Super Fibre £43.99

At this point you can speak with our customer care team who will be more than happy to

discuss a new contract/new offer. If you are unhappy with the offers being provided you would be

able to leave nowtv free of charge as you are no longer in contract.

CONTRACT: Also because you are taking a 12 month contract i have applied a few offers so that you can have

a free activation, we will cover the cost of your router and the delivery of the router. Which will arrive

3-5 days before your activation.

NON CONTRACT: Because you are taking the no contract option i have applied an offer to reduce the activation fee from £110

to £60, however we will cover the cost of your router and the deliver of this router.

So just to reconfirm you will have no upfront cost today and your first payment will be

taken on the day of your activation. is this OK?

So just to confirm you will make a one off payment of £60 today and your first monthly payment will be taken

on the day of your activation.

Before i proceed any further, is there anything so far i have said that you are unsure about
or you wish for me to discuss in further detail.