BBS
What is the Jones effect?
Everyone wants what other people have.
What's the best way to sell to a Non DM?
Gather info about what they already use, find out when they should come back, leave a door hanger.
What are the ways we resolve the issues?
Hot Spots
How do you overturn "I don't buy door to door"?
I can certainly understand. Many of your neighbors felt the same way. Until they learned the benefits and value of Verizon Fios. So you currently have Comcast for your services, right?
What needs to be done on the Application?
Billing name, contact name (if different), address, city/state/zip, BTN/Service Order TN (home phone), Mobile Phone/Alternate Phone, Email, Preferred contact # Bundle (Triple play double play standalone) (promos), Premium option (promos), boxes, Rent Router (5$), Monthly charges, partial monthly charges, estimated 1st bill, Fios TV, Fios Data, Voice (existing or ) Session ID, Call Center Agent, Lead ID, Sales date, Order/MON#, Installation date, Agent full name, list all promos, Signature and date
What's the best way to sell to a friendly person?
Build Rapport, Listen attentively, switch b/w pitch and asking questions.
What is the 10 80 10 rule?
10% love VZ, 80% don't know what they want, 10% hate VZ, love Comcast
What are the hot spots w/ the TV?
1080 p, MRDVR w/ 1 TB of memory, Record & watch in all rooms, All 14 HBO in HD, Widgets, More in HD
What is the "System" at BBS?
4 factors of impulse, 5 steps to a conversation (pitch), 8 great work habits
What are the pain points w/ the TV?
700 p, DVR 250 GB Memory, 7 HBO,2 HD, no widgets, Less HD channels
What is a skeptical customer?
A scared, closed body language, staring at your badge, won't open the door. Try not to stand close to the door, cover your badge, or put your hands in your pocket.
What is the resume?
A statement that transitions you straight back to the pitch. Go back to your pitch and then go for the close.
How do you overturn "I heard your internet isn't faster than cable"?
Although that may have been the case in the past when FiOs was first released, our internet speed is now much faster than cable.
What is an Adamant customer?
An intense, loud, unhappy assertive person. Avoid sarcasm, looking away or showing lack of confidence.
What are the most important things about the close?
Assume the sale and close at the height of impulse
What is the objection triangle?
Objection, Rebuttal, Resume
What's an existing customer?
1 or more services w/ VZ currently. Existing home phone (still copper line), FIOS internet/TV (DSL)
Why is it important to take control?
Be proactive v. reactive. Plan and think ahead. You control your results at the door and you control your opportunity
What is the best way to sell to an Adamant customer?
Being confident, direct, to the point, and throw bullets out that can buy you more time
What do you need to avoid when speaking w/ a non DM?
Being creepy
Which work habits best show commitment?
Being on time and prepared
Why is it important to work territory correctly?
Being systematic will help maximize your exposure in an area and preserve the territory for as long as possible. Don't just "wing it" use the system that works
How do you demonstrate indifference?
By relaxing and giving them the option. Not being pushy, using CPR. "I just want to see if it makes sense"
What is a DINK customer?
Double income, No kids trendy couple. Avoid being too salesy or formal.
What is a friendly customer like?
Enthusiastic, hospitable, attentive. Avoid bulldozing and interrupting too often.
What are the 2 ways of looking at opportunity?
Every sale is $120+, and making sales earns interviews
What's the best way to overturn an early objection?
Feel felt found
What are some Hot Spots for the home phone?
Fiber optic line, calling features come standard, unlimited calling long and local, battery backup if they lose power
What is the purpose of asking the questions?
Finding hotspots and pricing. Gathering info about what the customer is currently using. Use this to figure out how FIOS will benefit them specifically or what we can offer based on their interests
Overturn objection by steamrolling?
Great! That's why they sent me here! So I'm assuming you have Comcast for your services. Right?
What are the 8 work habits?
Have/maintain a positive attitude, be on time, be prepared, work a full day, work your territory correctly, respect your client/customer, understand your opportunity, take control
What are some buying signs?
Head nodding, smiling, asking questions, bashing the competitor, future talk, hospitality, coming outside, body language
What is my intro?
Hey, How are you! good? I'm Michaela on behalf of Verizon, they sent me here for a quick follow up in your area with cutting edge updates to the lines and some exclusive promotions only available through me!
How do you overturn "Answered all the questions, i need to think about it"?
I can only guarantee these special promotions while i'm here. These are the best promotions i've seen in the last 5 months. When I leave here today, I'll leave you information, including a list of channels, installation info, itemized pricing, and a phone number to call if you have any questions about your order. We're setting up installation dates in your area for next week. What weekdays works best for you?
How do you overturn "I need to think about it, i'm not ready to make changes"?
I completely understand how you feel, Verizon makes the transition very easy for you. Verizon allows you to keep the same phone number, and the wiring will stay the same. The technician will take care of everything. Could you tell me if there's anything else you're concerned about or that I haven't covered?
How do you overturn "I don't want a box on every TV"?
I completely understand. I woudln't want a box in every room either. that's why Verizon has a small box that plugs into the back of your TV and gets you all the standard channels. It's perfect for the kitchen or a guest room.
How do you overcome "It's too much of a hassle"?
I completely understand. That's exactly why they send me out. I'm going to complete all the paperwork for you. Verizon will send out a technician to do the install for you. Once you're satisfied w/ the installation, you call your current provider and cancel your existing service which ensures you don't have any downtime or double billing.
How do you overcome "I don't have time right now" before presentation?
I know you're busy, this will only take a moment. You still have Verizon for the home phone right?
How do you overturn "I don't have time right now" after presentation?
I know you're busy; this will only take a moment. Go ahead and go back to what you were doing while I finish up the paperwork for you. I'll knock when I need you.
How do you overturn "Just leave me some info and I'll look into it'?
I only have welcome packets for new customers. After we complete the sale, we leave a copy of the sales form and detailed info. I can only guarantee these promotions while i'm here, I'm kinda like a walking talking promotion. Our technicians will be in the area soon and I want to make sure you get an installation date. We are setting them up for next week, what weekdays work best for you?
What is the feel felt found?
I totally understand how you feel, some of your neighbors felt the same way, but after a 2 second convo we found it was extremely beneficial to bundle your services w/ Verizon. So you probably have Comcast for your services right?
How do you overturn "I hate Verizon, they tore up my lawn"?
I understand having the lawn torn up was difficult. But it was necessary to get you the latest in fiber technology. Now that it's already installed, at least let's make it pay off for you.
How do you overturn "I'm currently in a contract"?
I understand your concern that breaking a contract early may cost you money. Verizon sends me out here w/ great promotions to help offset the cost of getting out of a contract. In addition, we install everything for free. We're setting up installation dates in your area next week, what weekdays work best for you?
Why is it important to be on time?
If you're early, you're on time, if you're on time, you're late, if you're late, go home. Separation is only possible if you give yourself time to prepare
What's an iONT?
Inactive Optic Network Terminal. The lines are there, but they don't have the services. Ask what the reason was for the change. Can be the same ppl or a new family moved in. They have different Promos.
What are the 5 steps to the pitch (convo)?
Intro, short story, presentation, close, rehash
What is the intro?
Introducing yourself and breaking the ice with the customer. Use SEE factors, body language, and indifference
What's important about the Ultimate HD?
It doesn't include HBO, Starz + Encore. But it has Red Zone, Showtime, Cinemax.
What's important about the Extreme HD?
It includes the sports network channels like NFL, MLB, NHL, NBA and more
What's the deal w/ Comcast cancellation policy?
It's a pro-rated termination, so it starts at $170, but it goes down by about 7$ per month for the 24 month contract. multiply the amt of months left in contract * 7 to see how much they will still owe.
What are the 4 factors of impulse?
Jones effect, indifference, fear of loss, sense of urgency
What's the best way to sell to a rocket scientist?
KISS, Compliment them on how much they know, tell them where they can find the answers to all their questions, ask them why they haven't switched yet
What is KISS?
Keep it short and simple, use it for the presentation
What is the rehash?
Keeping interest w/ the customer by pitching "add-on" items like security suite or ask questions that build rapport to keep the convo going. Preserve the sale by recapping the order and the benefits they will receive from the service.
How do you demonstrate the fear of loss?
Let the customer know that the current promotions are only for a limited time and are only offered through you. Add value to yourself. Waive installations
Why is it important to be prepared?
Make sure you have everything you need to become successful every day. Lack of preparation on your part doesn't create an emergency on boss' part
How do you demonstrate sense of urgency?
Make sure you're considerate to people's time and let them know it won't take long, very quick, just a minute
How do you demonstrate the Jones effect?
Mention who else has ordered the service and how many people are switching to FIOS
How do you overturn "I'm not really saving money; why should I switch"?
Most of your neighbors who switched aren't saving money either, but they switched because of the great value. Our internet is much faster and provides much more reliable connections than others b/c the fiber technology. Plus, we give you a wireless router and free installation. We have thousands of wireless hotspots for FiOS internet users. Our technicians will be in your area soon and I want to make sure you will get a date for a free installation. We are setting them up for next week. What weekdays will work best for you?
How do you overturn "I am happy w/ Comcast"?
Most of your neighbors who switched from cable felt the same way. They switched because just like cable, we can bundle everything into one bill. And that's why i'm here to let you know that w/ FIOS, you will get better phone, internet, and TV all in one bill. Our service is faster and more reliable because of the fiber technology. We're setting up installation dates in your area for next week. What weekdays work best for you?
What is the sense of urgency?
No one likes long processes.
What's a New connect customer?
No services w/ VZ currently. Generate a new # for them.
What's important about the Select HD package?
No sports, kids shows, news
What is indifference?
Not acting like a typical salesperson. The customer won't make or break you
How do you overturn "I don't want my house rewired?
Of course not. I wouldn't want to have my house rewired either. Whatever is plugged in now doesn't need to be rewired. We run the fiber line to your house and then connect it to your existing lines, so the inside lines say the same.
What's important about the Prime HD?
Our most popular package, Includes ESPN, NESN, CSN, all kids shows
Pricing equation?
Package+boxes+premium channels+taxes-promos
What are the issues with their current providers?
Pain points
What is the presentation?
Painting a clear picture of how FIOS will benefit them. Use KISS, don't overcomplicate it for the customer, use the bullet theory
What is the fear of loss?
People buy things all the time and fear they will lose out on a good deal
What is my presentation?
Perfect! so now because we put up the fiber-optic lines we're able to offer phone, internet and TV. So with the phone, you'll get unlimited calling, local and distance. And you'll keep the same number, we're just buying the service from Comcast. But where you're really going to see the substantial benefits is with the TV and the internet. What you have is great, but i'm sure you haven't been getting the clearest picture on the TV screen. FIOS actually has a much better picture quality which is 1080 compared to Comcast's 720. Not only that, but you'll avoid seeing black bars on the top and sides of the TV's which cut off score boards when you're watching your favorite games. The internet though is going to be hooked up through a private dedicated line. Now with Comcast, for example imagine living in a big apartment building with one water heater, and everyone is trying to shower at the same time. How's that shower going to be? Cold! With your internet right now, i'm guessing you're getting slow speeds in the afternoon and evening because everyone is trying to connect to this shared network! Do you also experience buffering when streaming netflix and gaming? Annoying! This is all avoided through FIOS' private dedicated line going straight from that hub directly to your house. Meaning no matter how many people in your neighbor hood are using the internet, your speeds will be just as fast as what you purchased, AND you can use up to 15/16 devices at a time! So, honestly, FIOS offers you a consistent, reliable, and secure internet system because of the fiber optic lines versus copper.
What is my questioning?
Perfect, how many TV's do you have? and are any of those HD? great you're going to see much better quality with FIOS. And how about any on demand or with the guide? nice! do you have a DVR at all? cool. And are the other boxes just the small ones? kinda like digital adapters with the basic maybe 80 channels? ok great! So what does your family mostly watch, any sports? like just ESPN? Locals like NESN? or network channels like NFL network, MLB, NBA and stuff...(CPR) Great and do you watch news and kids channels? nice. So how about premium channels HBO, Showtime, Starz and Encore? Awesome do you watch them mostly for the shows or the movies? Oh great do you watch...(CPR). Is there anything else anyone in the house watches besides premium channels? And for the Internet, do you work from home at all? oh great! What do you usually use your internet for? Streaming, gaming, shopping, banking? Perfect how many devices would you say are often used in your house? Great! and you've got a home phone? do you do any international calling?
What do we call the 5 steps to a conversation?
Pitch
What are the hot spots for the internet?
Private dedicated line, 5x faster, secure, hard line, free router, wi-fi hotspots
Why is it important to respect the customer and client?
Professionalism and integrity at all times. The only risk Verizon takes is how well you represent them.
What is the subset of the short story?
Questions
When do you break eye contact?
Questions and Close
What's the best way to sell to a COWS?
Reassure them their spouse will love it, give them the info the spouse will want, get the spouse on the phone
What's the best way to sell to a DINK?
Relate to them, stress the speed of the internet, stress quality and amount of HD channelling
What are some ways to overturn objections?
Repeat, reassure, resume , feel, felt, found , impulse factor
What is the best way to sell to a skeptical customer?
SEE factors, relaxed body language, strong short story, visible badge and hands
What are the pain points for internet?
Shared network system, slower internet, only firewall protected, router is rented, power boost program
What are the SEE factors?
Smile, eye contact and enthusiasm
How do you overturn "I need to speak to my spouse" Not at home?
That's completely understandable. I would want to do the same. We rarely find both decision makers home at the same time. What we'll do today is reserve you a free install. I'll leave you information including a list of channels, installation info, itemized pricing, and a phone # to call if your spouse wants to ask any questions about the order.
How do you overturn "Someone was already here"
That's great! Verizon sends us out every time they come out w a new promotion. You still use us for the home phone, right?
Why is it important to have and maintain a positive attitude?
Tough times don't last, tough people do. This will generate better results than negativity, so keep your head up and keep on smiling!
How do you overturn "Can you just leave me your business card"?
Unfortunately, I don't carry business cards. Only my ID badge and welcome packets for new customers. After we complete the sale, we leave a copy of the sales form and detailed information. It includes a list of channels, installation information, itemized pricing, and a phone # to call if you have any questions about the order. Our technicians are in the area soon and I want to make sure you get a date for installation. We are setting them up for next week, which week day works best for you?
How do you overturn "I need to speak to my spouse" Not available?
What time will they be available?
What are the 4 steps to a presentation?
What you have is great, but the problem is, what i can do for you is, and the best part is
How do you overturn "I've heard Verizon FiOs doesn't have good on demand selection"?
When Verizon first launched, we didn't have the biggest On Demand selection. But now we have over 750,000 titles on demand and over half of them are free and include new movies, old movies, and tons of TV shows.
Why is it important to understand your opportunity?
You create your paycheck every week by how hard you work and how many ppl you talk to
Why is it important to work a full day?
You must be self-motivated to be successful. No personal errands while on the field, manage how long you take a lunch break, and work until 8 pm.
What is the acronym for work habits?
hey big baby wanna wear red underwear tonight
What is the Law of Averages?
A mentality you should have in the field. If I see enough people, someone is going to say yes. 50 doors (3 loops), 25-30 ppl, 15 DM's 10+ presentations, 7-9 bills, 1-3 apps
What is an objection?
A reason a customer gives you as to why they won't listen or buy from you. Don't let it break your confidence
How do you overturn "I hate Verizon."?
Can you tell me why? I understand how you feel. Some people have felt the same way and they found having someone to work with face to face helped address their concerns I'm here to tell you about the latest promotions and services that Verizon has to offer.
What is a C.O.W.S. customer?
Can't operate w/o spouse. Avoid telling them they shouldn't talk to their spouse about it.
Impulse curve?
Close at the height of impulse, tell them the thing they're most interested about last
What is CPR?
Creating personal relationships
What is my rehash?
So the installation process is very simple. Connecting a new line from the pole to an ONT (Optic Network Terminal) on the side of your house. It's pretty small. It converts the signal to the existing copper lines inside, so you don't have to rewire your house. The only things that change are the box and the router! So basically I put you in a (blank) channel package with (blank) speed internet (benefits). So it's the triple play bundle giving you the TV internet and phone services through Verizon Fios. For your premium package i gave you the (blank), and you got (blank#) of HD boxes, DVRS, DA's. So after taxes and before promotions your price is.. You're really going to love our services and the benefits you'll get, while lowering your bill. Sound good? Great! So what i'm going to do for you is give you $10 off and a $300 visa prepaid giftcard to spend on whatever you want. So you can take your husband/wife shopping. Awesome, so for your premium channels, you're actually getting them 1/2 off for the first year and free for the 1st month. Is there anything else you'd like to ask, or do you have any concerns? Great! well i wanted to leave you with a little gift, it's a welcome package just outlining the great services you'll be getting as well as a remote so you can check it out! you'll still be getting another one when installation starts. Well I want to thank you for your time, and I guarantee you'll love FIOS and what we've got to offer!! Have a good evening!
What is my close?
So this obviously makes great sense for you and you're definately a great fit for these services.Not only am i saving you money, You'll be receiving better picture quality and faster internet. All i'm doing today is setting up free installation dates for you and your neighbors, I'll take down some basic info and leave you with all the pricing and exclusive promotions only available through me Right Now!! So what day would work best for you? What email address would you like to use for the confirmation email? And what is the best number to reach you to confirm installation? So i'm assuming you would like to keep your home phone number, right? Great.
What is my short story?
So you probably have Comcast for your services right? and that's all three - Phone, internet and TV? Great! I'm originally from NY and these Fiber Optic lines haven't been put in yet so my family is stuck w/ Time Warner, you've probably been seeing your bill with Comcast sharply increase, right?
What are some Pain Points of Comcast for the Home phone?
Static, individual charge for calling features, separate charges for long distance
What is a rocket scientist customer like?
Tech guru who has a lot of info. Avoid Interrupting too often, and answering questions you don't know how to answer.
What is the close?
Tell the customer it is a good fit and you are going to get them an installation date. Break eye contact w/ the customer and start writing on the application.
What is the short story?
Telling the customer why you're there. Reducing the customer's skepticism. Asking questions. Humanize yourself and use CPR
How do you overturn "I don't want to learn all the new channels"?
The basic channels remain the same. All the other channels are grouped by genre: so sports, entertainment, and shopping channels will be next to each other. Besides, we have a favorites button on the remote that lets you select the channels you watch frequently. When you hit the Favorits button, only those channels will show up in the guide
What is a rebuttal?
The reason the customer should listen or buy from you despite their concern. KISS. SEE
What is a Winback customer?
They don't have any services w/ VZ currently. Keep home # same, Comcast customer
How do you overturn "I don't want to lose my e-mail address"?
Verizon offers a free e-mail forwarding service for 30 days called TrueSwitch.net which works w/ most cable providers, excluding Cablevision. This is how it works; First , we give you a new e-mail address. If your current e-mail address is [email protected], any e-mail sent to you at the old account will be forwarded to the new email address. And anybody who e-mails you at the old account will receive an email to let them know your new email address.
How do you overcome "So what is the price once my contract is over"?
Verizon will contact you a month or 2 before your contract ends w/ a postcard. Asking you to call them so they can cover the current promotions w/ you.