Proper Opening (calling from your Authorized DirecTV Dealer)
Call Recorded - This call is being recorded for quality and training purposes
Discovery Question: MUST ASK on every call. Current provider, Do they have Internet, Last provider if no service, Have you had DTV before, if yes, how long ago. (These questions are Pre-qualifying the customer to see if you can help them before you waste your time if you can't)
How Many TV's
Verify Channels/Package: Don't say... "What channels do you like, Movies, Sports, Basic" Ask them what channels and listen. Get them to be specific so you know for sure. (To many customers not happy with package and to many accounts not installing and charging back)
We Don't Sell Business Basic Ever! - Must be Business Select +
Do You Live In a Single Family Home or Apartment? Can only install at single family homes. (Do not ask if they own their home. Ask if they are okay to have a Satellite installed)
Quote Monthly Price - (Don’t say around. Quote specific price and then say “Plus your local sales tax”
ABP - Auto Bill Pay Benefit is $20 ABP discount
Do Not Cancel Current Service - We don't want them to be without service if install is rescheduled for any reason
T&C = (Terms & Conditions. Early termination fee $30 a month for each month they cancel early for commercial accounts)
Installation expectations - 1-3 hours, Install window, Tech will call 30 minutes before arrival
BAN - Provide Account Number (Every customer must be given their account number at the end of the call before saying goodbye)
$4.99 For Website - If They Are Buying a Website Do Not Submit The Charge Until Order is Processed and Install Scheduled.
Proper Close When Finished - Thank them for letting you to help them out and Welcome each customer to DTV
Blue text is for you to insert the information noted as you speak to the customer.
Blue text is information for you to be aware of as you speak to the customer to discuss if it is applicable.
Purple text = Sales Reps must understand if they are selling commercial accounts
This Script You Must Follow
To get you the best offer available, is it okay if I ask you a few questions?
Do you currently have TV service?
How long have you been with ___current provider___?
Great, how many TV’s do you want to get set up?
How much are you paying _____Current Provider____right now?
(Skip to the Orange line below)
How many TV’s do you want to get set up?
Just a couple more questions ____Cstm name____ so l can provide you with the best offers available
Do you live in a Single family home or Apartment?
The best available offer has a great discounts and there are no credit checks required.
Do you or anyone in the home own a business or does anyone in the home paid as subcontractor by 1099?
IF THEY DON’T HAVE AN ISSUE WITH THE CREDIT CHECK AND THEY FEEL THEY WILL QUALIFY, WANT A DVR and THE RESIDENTIAL PRICE IS OKAY THEN PROCESS THE SALE FOR A RESIDENTIAL ACCOUNT.
If you continue selling a Residential account finish as you would to get their credit or debit card. Residential accounts should have ABP and Choice+ on no less than 50% of accounts.
READ AND UNDERSTAND THIS SECTION IN PURPLE: If they tell you that they CANNOT qualify for Directv Residential service OR after you have quoted them the price for a Residential DTV account they can't afford it then and only then can you move on to explain the commercial option and HOW they can qualify for it.
If they do not have a Business of any type it is up to the customer to provide us something for them to qualify for a commercial account. If they want to start a business and they are willing to pay for a website you can refer them to Business in a Box but they will need to pay them $24.99 to get their website built.
We can't sell customers like we did in the past where we offered everything to them to "qualify the customer" This keeps the liability on us as a Dealer. and we'll get terminated. The customer must do what they need to to qualify so we can't be held accountable and terminated. If they want to make a sign to put in the front window with the name of their business, that would work as long as they sent you a picture of the sign.
(If they don't have a business)
Since no one in the Home owns a business there is a way that you ccan quality for the discounted offer and for Commercial Service and get the channels you've mentions for only $_______ + your local Tax. This price is based on a $20 discount every month with Auto Bill pay.
There is way that you can qualify for this offer. Have you ever thought about starting your own business?
If you were to start your own business what type of business would you start?
What would you name the business?
Because you don't have a business there is a company that has an offer for a business websites that includes a custom URL and this would qualify you for the commercial account without any credit check and the best discounts available. Because it requires a business website to qualify to get this new service there is a company, Business in a Box who will do this for you for the one time fee of just $4.99. They will get the website done built for you in 24 hours and that will qualify you for this great offer.
I could have my technician out there to get your new service set up on ___Day___ between noon and 4 pm or, ____Day______ between 8 a.m and noon. Which one works best for you. (Must be at least 48 hours from the time you're speaking to the customer)
They MUST provide their information and Credit Card number that you need to fill out on the form (Form link: https://www.businessinabox.biz/intakeform and link to pay the $4.99: https://www.businessinabox.biz/paynow ) This information goes right to Business in a box so they can get stared on the website. If the card is declined we will have to cancel the order before it installs. Please process the $4.99 while the customer is still on the phone so you confirm it went through. If it isn't paid the order will have to be cancelled if it's declined. Be sure to submit the payment before you submit the info for the website to Business in a Box
May I please get your address where we will be installing your new service? (Send business name and address to AHP to get approved)
The account will have your name, ___customer name__ and the business name, ___ business name____ listed.
I have your email address that you submitted as ____________________, is that correct?
Perfect, is the number I called that we're talking on now the number you'd like listed on your account?
To get your account setup there is a $99 installation fee but that has been paid on your behalf. All I need from you today is a one time $19.95 activation fee. That will show up on your statement as a charge from Directv .
What credit or debit card would you like to use to cover the activation fee?
There are a couple of things I need to go over and we'll be finished in a just another minute or two. I really appreciate your time and patience today.
I'll send everything to my account creations team now. Once they get the order processed you'll receive a text with your account number and the installation date.
The install takes between 1-3 hours. Please make sure your TV's are accessible to the technician. The technician will call you 30 minutes prior to arrival. The install time is a window so he could show up anytime between _______ and ________.
*The Customer must give a clear "YES" or "NO" to each of the following questions:
The number is 888-388-4249
Have I addressed everything? Do you have any questions before we wrap things up ?
Thank you for allowing me to assist you with your new Directv business service and thank you for your patience, have a great day!
YOU MUST FILL OUT THE FORM FOR BUSINESS IN A BOX ONCE THE $4.99 HAS BEEN PAID SO THEY CAN START WORKING ON THE WEBSITE. IF THE $4.99 IS NOT PAID THE ACCOUNT WILL HAVE TO BE CANCELLED.
Why?
This isn't a sell if that is how you approach things. You're only focusing on how to make easy for you but you're attacting and dealing with customers who will charge back if they can't afford the $19.95 or $4.99 to get a website to qualify them for this discounted offer.
Focusing on things like this with the customer only gives you a worse customer and you'll see your chargebacks pushing 40% to 55%. You get paid very well to take care of customers by providing value to them by listening to them, understanding their current situation and why they are looking for something now. When you know these things you can speak like a sales professional and build trust and rapport with everyone you speak with. SALE
When you focus on and highlight everything that is FREE, who wouldn't get set up with a new account? They have no skin in the game. I could pay plenty of people $8 an hour and a $20 spiff for every sale instead of the commission I pay and they would be focused on the customer by listening and asking the discovery questions to really understand their current and past situation.
If a customer can't pay a company to get a website for $4.99 then that customer isn't a good customer, so don't sell those people.
People who have crappy credit will get set up for "FREE TV" service that won't turn off for 90 days who have no intention to pay their bill in the first place. You must understand this business, customers and the importance of walking away from a sale.