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AUDIO for "DEALER TRAINING" Presentation
- 1. This audio goes with this presentation. Simply click the “green” play button go start the recording and you can click that same button to pause the recording. After you click play and the audio starts, you will then go to ghe other web page that you should have open to view the “Dealer Training” slide presentation. You will have to guesstimate and advance the glides as the speaker moves along From topic to topic.
Editor's Notes
- Suggested welcoming script: “ Welcome to the WiMAX Sales Order Entry Training . My name is __________ and I’m excited to be here in [City/Market] to share with you some very important information regarding the on-boarding of new Sales partners. Before we launch into the content, let’s do a quick round of introductions . Please tell us your name, your role here at Clearwire/Clear, and share something interesting that no one would know just by looking at you. I’ll start. [Class Introductions] Great – now let’s jump right into the material.” Session Time: 4 hours* * Please note that time cited is a suggested estimate, and will vary depending on such factors as number and duration of breaks, number of participants, participation level and level of familiarity with the content covered.
- In this training you will learn how to: login into the Order Entry, or OE, system, pre-qualify a customer’s address, run a check credit (which determines the level of service that can be offered), select a service plan , complete the order (be sure to ask for referrals) and add services to an existing customer's account. FACILITATOR NOTE: If a live demonstration of the OE system is planned for the training session, be sure to present all of the slides first – then do the demo. This way, the participants will have gotten an overview of the key information and you can refer back to the slides throughout the demonstration.
- The first step in entering an order is accessing the order entry portal. You can do this by going to your Favorites and selecting the pre-loaded one named “Sales,” or by simply entering https://sales.clearwire.com in your web browser. The Sales OE homepage will be displayed. Once you are on the order entry portal login screen, you will need to enter your username and password. In your first few days at Clearwire, you should have received an email from the Helpdesk referencing your OE username and password (which happen to be the same as for access to BOSS). If you have reason to believe you have not received your login credentials, send an email to the Helpdesk requesting them.
- Clearwire’s order entry portal is used by all channels of distribution in all markets to access information and process orders. The landing page is designed to provide access to key tools Clearwire has to assist Sales partners. As our markets migrate from Expedience to WiMAX, changes will occur on the landing page to change the branding from Clearwire to Clear. Once you have logged on, confirm that you are logged on properly by looking for your name in the upper right portion of the page. You have two options for processing an order: “Start New Order” or “Add Services”. For any new customers, click on “Start New Order”. For existing customers who are adding services (for example, ClearVoice) or accessories click on the “Add Services” button. This home page has several other helpful tools: Cheetah – This is the tool used to determine if a customer has adequate signal at their home. Signal strength will range from -10 to 35. The Cheetah system will state whether the signal strength is adequate for broadband or voice service. Cheetah scores should be run for all ClearVoice customers. Once you click on the Cheetah link, enter the MAC address of the Clear device you are testing signal on then click the “Get Score” button. You can check a Cheetah score from any computer and over the phone. Cheetah provides lots of information but the key to signing a new customer up is the Cheetah score (a minimum of 1 is required). A Cheetah score is required for a Manual Override (MOR) – your market sets the minimum score. Training Materials – This links to the training site so you can access additional training materials. Refer a Friend – This is a link to input prospects for your customers. The “ Corporate Web Site ” links on the left-hand side are all related to www.clearwire.com . For partners in WiMAX markets the consumer-facing web site is www.clear.com , so those partners should not use the links under the “Corporate Web Site” section. Coverage Areas takes Sales partners to links for coverage area maps on the www.clearwire.com web site. The www.clear.com web site has a link for WiMAX coverage, but the WiMAX coverage maps are more generic than the Expedience maps. Support takes partners to the Support page on www.clearwire.com where they can access FAQs, chat with a specialist or get the 888-Clearwire number. The 2.2.2.5 Tracker takes partners to a tool where they can look up which customers they are scheduled to call – 2 days after the sale, 2 weeks after the sale, 2 months after the sale, and 5 months after the sale. CQ Tracker – “Customer Queue” is a Clear system designed to help facilitate manual processes such as a credit override, manual activations, and digital voice MOR activations. You can find CQ training materials via the “Market Support” link on the Clearwire Portal.
- Now let’s look at processing new orders and adding products to existing accounts. Click on Start New Order for customers who have not signed up for previous Clear accounts. Through this link you can sell all services. The very first step, however, is always to pre-qualify a customer's service address.
- The first step in determining a prospect’s eligibility for service is to check our address pre-qualification system . Partners simply enter the full street address and zip code. Partners should ask the prospect which floor they live on if they are in an apartment or business complex, as in some cases different floors will/won’t pre-qualify for service. Select whether the customer wants to view all plans (and do a credit check) or simply view “no commitment” plans. Plans with two-year agreements and qualifying promotions require a credit check. WiMAX combo, shared mobile and business plans all have two-year agreements and thus require a credit check. The pre-qual tool looks at three elements when determining if service can be delivered at a specific address: Latitude/longitude coordinates based on address entered: If the system cannot find one, it will give the user the opportunity to correct the address. If it still comes back “not found”, the user can try to find the location on a map and check service. Distance threshold – CLEAR pre-qualifies addresses within a ½ to 1½ mile radius from our towers, depending on the threshold set for each segment. If customers are even .001 of a mile further, they do not pre-qualify. RF propagation test – CLEAR’s RF engineers build an RF Propagation map into our system based on assumed coverage and drive tests. The RF Propagation test looks at the assumed signal strength a prospect would receive off of the tower and whether that signal strength is adequate to deliver consistent, reliable internet service. RF engineers identify “hot” and “cold” spots within our coverage that may or may not deliver service ( note – Field reps generally call these “bright” and “blind” spots respectively ). The system looks at the address and if the signal is not adequate the customer does not pre-qualify. In some instances, a “hot” spot may not have been identified and if it looks like the prospect should have coverage a partner can do a drive test to see if the prospect is a MOR candidate. The candidate needs to meet the distance threshold, the Cheetah score requirement and follow the market guidelines.
- In this example, the system could not validate the address. The partner should select one of the listed options then click “Check Availability” or else click “Find Address on a Map”. The latter pulls up a Google map, and once the partner has positioned the red pointer they click “Check Location” and the pre-qual tool attempts to check if service is available there. The system will return various errors if the address does not pre-qualify. Possible system response messages include: We were unable to validate your address. Try entering the information again, contacting 888-Clearwire, or visiting your local Clearwire retail location to assist in your request. There was a problem connecting to the prequalification server! Please try again. Thank you for your interest in Clearwire, however, we currently do not offer service in the location you entered. If you would like to be contacted when service is available, please fill out the fields below. We were unable to validate your address. Try entering the information again, contacting 888-Clearwire, or visiting your local Clearwire retail location to assist in your request. Thank you for your interest in Clearwire, however, we currently do not offer service in the location you entered. If you would like to be contacted when service is available, please fill out the fields below. Clearwire is offered near your address, however to ensure great service, a Clearwire technician should validate the signal quality. Contact your local Clearwire store and request a site visit. Clearwire is coming soon to your area! We are actively working to complete our network in your neighborhood. Please fill out the fields below to get priority notification when Clearwire is available. Your address does not qualify for Clearwire Broadband Service. Your address qualifies for Clearwire Broadband Service. Your address qualifies for service. Your address does not currently qualify for service.
- If the prospect passes the address pre-qualification, the next step is the credit check . There are three ways to check credit: Residential check Business check Business as Individual When checking credit as an individual, you need to collect their birth date and social security number (SSN). If the customer refuses to provide their social security number, you can enter the information required in all other fields and enter “999-99-9999” for their social. If all of the other fields match appropriately (name, address, phone, date of birth) the system may return a valid credit check. When checking credit as a business, you must enter the business name and tax identification number. When you select the “Business as Individual” option, you must enter the person’s SSN instead of a tax identification number.
- The pre-qualification tool will show which options are available based on the credit check results . In this example, the customer has a credit check result of “N” which requires that they select a “No Commitment” plan.
- All two-year agreements, as well as any Business or Shared plans, require a credit check. A, B and C customers can select from any consumer or business plan. D, E and N customer must sign up for a consumer “No Commitment” plan. A response of * (an asterisk) means that the customer has fraud alert on their identify so it has to be verified by our fraud team before being entered – you must request a Manual Review via a CQ ticket. The activation fee is $35.00 for all plans, but this fee is waived for two-year agreements. Clear Modems have a lease option for contract and no commitment plans. Clear Modem lease is $4.99 and Clear Modem purchase is $175.00. Clear USB Modems have a purchase only option for contract and no commitment plans. For all plans, Clear USB Modem purchase is $49.99.
- CLEAR customers sign a two-year agreement unless they select the month-to-month “No Commitment” plan. If a customer cancels service after the first five business days, then they are responsible for an early termination fee (or “ETF”) . The fee starts at $120 in the first month and decreases by $4 each month . Make sure your customers are aware that they are signing a contract and if they elect to cancel early they will be charged a termination fee. Here is a summary of the WiMAX cancellation policy: Customer Cancels Within Seven Days Customer must speak to Account Services No ETF Monthly service/usage, activation and equipment will be refunded fully upon receipt of the returned equipment Customer must call within seven days of receiving the equipment at POS or seven days of UPS showing that the equipment was delivered Customer Cancels After Seven Days but less than 31 Days Customer must speak to Account Services No ETF Restocking fee of $20.00 will be applied to the account upon receipt of the returned equipment Equipment will be refunded fully upon receipt of the returned equipment Customer must call within 30 days of receiving the equipment at POS or 30 days of UPS showing that the equipment was delivered Customer Cancels after 30 Days Customer must speak to Account Services ETF applicable (if there is an agreement term) No refund on service, activation fee or equipment Restocking fee will not be applicable when the ETF applies
- OK, so let’s assume that the customer’s service address has pre-qualified and that they have passed the credit check. The system shows you the plans that are available to that customer, and it’s now time to begin the process of ordering services.
- For the purposes of this session, we are not going to cover every possible service plan and product combination through their respective order entry process flows. In order to give you a high-level understanding of the OE system, we will focus on one or two common examples only.
- As we just saw a couple slides ago, once the customer has been fully pre-qualified the system will display this screen, citing the various plan options that are available to this customer. Clicking on one of the “Start Order” buttons kicks off the service ordering process. For the following example, we have clicked the button for Fixed Consumer .
- Once you select the appropriate plan type, you must scroll down and determine the options the customer wants. Based on what plan (or combo) you select at the top, only the relevant options will be displayed. Under each plan, there are three equipment plan options : Purchase from CLEAR, Lease from CLEAR, or Activation Only/Customer Owned [equipment]. The purchase price for the Clear Modem is $175.00 and for the Clear USB Modem is $49.99. The only product available for lease is the Clear Modem, and the lease price is $4.99 per month. Partners should check to make sure any hardware the consumer brings in to activate has been cleared in the system to be activated. Partners can do this through their local Customer Service Representative or through Customer Care at 888-888-3113. Once you select the equipment plan options, you can choose to add the hardware protection plan and or the security plan to the order. As you continue to scroll down, the order entry system shows the accessories available on the order. The accessories are limited based on the product type, and not all accessories are listed with each option.
- If the customer requests a month-to-month plan , there is a link on the right-hand side of the Service Plans screen.
- The rep should now select the appropriate Combo type before moving on to select specific plan options.
- Because we chose to see all plan types, the system defaulted to a two-year contract. The system will show applicable discounts when appropriate. Many partners will use the order entry process to up-sell services to the customer such as our Hardware Protection Plan and Security Suite. This is a great time to tell customers about these programs and get them added.
- This section of the screen focuses on provisioning the hardware and ensuring the appropriate partner and location receive credit for the sale. Verify your name and location so you get the proper credit. On the right-hand side of the screen is a summary of all charges related to the customer’s order. The fees are broken down into monthly charges and one-time charges. Be sure to review these options and charges with the customer. Next you want to provision the hardware by entering the various MAC addresses. If you do not have the hardware on-hand, you will need to have it shipped to the customer for a fee. Make sure you enter the MAC address correctly for each hardware item. Double-check your entries for typographical errors before continuing. The screen for MAC addresses is generated based on which packages and options have been selected. For example, if a customer only signs up for the Clear Modem, then the only option shown will be to enter a MAC address for the Clear Modem. Once you have completed the entry of all the data, click next. Important notes: Five or more activations under one customer require direct shipping. A flat rate of $9.95 is charged for shipping, regardless of the number of physical boxes that CLEAR sends.
- Once you have completed provisioning the hardware, you begin collecting the customer information necessary to set up the account. And always remember to ask for a referral !
- You start by asking for their first and last name – you probably already have this information, but now is the time to confirm the proper spellings. This information will pre-populate if you completed a credit check at the beginning of the order process. CLEAR requires two phone numbers to set up an account. This is necessary for CLEAR to contact the customer if we have any issues with their account. Most customers have two numbers they can use – common options include their cell phone, an office phone, spouse’s cell phone, or even parents’ home phone. Remember that one of the highest causes for churn is non-pay. If we are easily able to contact your customers, we can get issues resolved more effectively. You can use the customer’s service address as the shipping and billing address . In most cases this is what is done but be sure to ask as we will be validating the billing address for their credit card and you need to make sure that it is correct. CLEAR invests in marketing in each new and existing market where we have service. Identifying successful marketing avenues can help you grow you business because CLEAR will invest in the most effective media. Make sure to ask your customer how they heard about CLEAR (we know that you sold them the service, but if there was any media that helped them to make their decision please note it here).
- Once you have entered the customer’s basic information, we need to collect their billing data . CLEAR accepts credit cards and debit cards through the order entry system. CLEAR prefers credit cards over debit cards (because there is more volatility in balances on debit accounts). CLEAR collects payment once a month on the anniversary of their sign up – for example, if they sign up for service on January 15, we will charge their card on the 15 th of each subsequent month. Regarding the credit card security code: For Visa/MasterCard and Discover it is on the back of the card and is 3 digits For AMEX it is on the front and is 4 digits There’s a pop-up reminder of this info in the system if you click on “example”:
- When CLEAR processes payment, we do two holds on the account: The first hold is for $1.00 to verify that the information entered is correct and that it matches the information the banking institution has on file – such as the name on the account, the zip code, the account number, the security code and the expiration date. If any of the entered information is incorrect, the system will ask you to check the data provided and make corrections. If you make corrections and click “Next”, the system will put another $1.00 hold on the card. When the order is placed, the system will put a second hold on the card for the amount of the purchase or $20 (whichever is greater) . In states where sales tax is accessed, the hold will include a 15% estimate for broadband only orders and a 20% estimate for broadband and voice combo orders. If a taxable address is part of a non-taxable market, no tax estimate will be assessed. Example: Part of Washington state is included in the Portland market. These areas are taxable, but due to their Market association tax estimates are not calculated at the point-of-sale. Be sure to let the customer know we are putting these authorization holds on their card. CLEAR does NOT hold the pre-authorizations. The customer’s Financial Institution (i.e., the bank that issued the credit/debit card) has internal rules that determine the length of time a pre-authorization remains on a customer’s bank account. Holds are released by CLEAR as soon as the purchase is made but it is up to the bank to fully release the hold and that timeframe typically ranges from one to seven days. We do allow payments via cash at our Retail locations, and customers can also pay via Western Union and QPay.
- Now that we have set up their billing, we need to set up their security information . CLEAR customers have an account on www.clear.com under “My Account” – they can go there to manage their account, set up their email accounts, make billing changes, and set up ClearVoice service. At this point in the order, you set up their account name and log in information. Have the customer select an account name – most customers use their first and last name, but sometimes this combination is taken (the system will let you know if the account name is already in use). Once they have selected their account name, we ask for an alternate email address – this is the address we will use to send them any special offers or information on their promotion so make sure to get a current and correct email address . Have the consumer enter a password and confirm it – the password needs to be between 4 and 8 letters, numbers, periods or dashes. Let them know that they can always log onto MyAccount and change their password at any time.
- Depending on which services the customer has signed up for, they will have anywhere from one to three different terms and conditions they will need to accept. The major terms and conditions involve our broadband service. Remind them that they are signing a two-year agreement and that there is an early termination fee of $120 that decreases by $4.00 each month they are on our service. If they have leased the equipment and they lose it there is an equipment replacement fee of $175. This is also a good time to ask them about the Hardware Protection Plan which they can add for only $3.99 per month, but be clear that it does not cover loss or theft.
- Once they agree to the terms and conditions you can review the full order with the customer. Make sure they understand each item they are signing up for. Review the pricing cited along on the right-hand side with them so they fully understand both their monthly and one-time charges.
- The Order Complete screen will provide you with the Order ID and the Customer ID – these are good numbers for the customer to note. If you are near a printer, print the customer a copy for their file and keep one for yours so you can easily follow up. This is the time to ask the customer for any referrals they may be able to provide. Remember that there is a “Refer a Friend” link on the main OE page (right after you log in). IMPORTANT NOTE: In order to receive credit for any referrals, Sales reps should not use the “Refer a Friend” link cited on this screen.
- The final step we will discuss is the scenario of adding services to an existing customer account.
- In addition to asking for referrals on a follow-up call, Sales partners have an opportunity to sell additional services and accessories . When adding ClearVoice service or other services (or even accessories) to an existing customer, you need to start the OE process by clicking on the “Add Services” button.
- Adding services allows a customer to have multiple hardware solutions on a single billing account . The account will provide all of their billing details on one summarized invoice. In addition to the single bill, the benefit to the customer is that there is only one credit check . The multiple accounts apply to additional Clear Modems and/or Clear USB Modems, as well as ClearVoice.
- In order to add accounts to a customer, you will need to ask them for their MyAccount username and the last four digits of customer’s billing method . Once you have entered this information, click on “Login.” If the customer does not have administrative account access, you will receive an error message stating that “ You do not have sufficient privileges to add services to this customer account ”. If this occurs, check with the account holder to determine who does have administrative account access. Let’s take a look at one example of adding a service – ClearVoice.
- Once logged in, the system will show you which options are available. For example, if this were a Mobile customer only (Clear USB Modem) you would not be able to add ClearVoice to the account. Only Clear Modem accounts can support ClearVoice service. Once you select the desired option, the standard OE flow that we covered earlier begins. To continue with this particular example, let’s look at some of the specific things related to ordering ClearVoice.
- When you choose to add ClearVoice to an account, you will next be asked to select the specific ClearVoice plan desired, as well as any secondary phone numbers and the local number to be ported over to CLEAR (if applicable).
- You will now need to enter the MAC address for the ClearVoice Adapter, and select the adapter model . The MAC address is available on the outside of the box or the bottom of the Adapter device itself. Make sure to enter this information correctly.
- You will need to enter the customers 911 address. This information is broken down into separate fields in the OE system in order to ensure 100% accuracy. The best way to be certain that the consumer gives you accurate information is to look at one of their current utility bills and use the address information cited on that bill. The information submitted in this section will be provided to public safety officials in the event of an emergency. It is absolutely crucial that you review this with the customer to verify this information is accurate. What is the difference between “911” and “E911”? When an individual dials 911 , the information that the phone system passes to a 911 answering point frequently contains only the billing address of the location and NOT the exact location (e.g., building 222, room 416) where the call originated. Sometimes it simply provides the telephone number of the caller. Enhanced 911 (or E911 ) service is a North American telecommunications-based system that automatically associates a physical address and as much additional detail as possible (floor number, room number, etc.) with the calling party's telephone number, and routes the call to the most appropriate Public Safety Answering Point (PSAP) for that address. The caller’s address and information is displayed to the PSAP call taker immediately upon call arrival. This provides emergency responders with the exact location of the emergency without the person calling for help having to provide it. This is often useful in times of fires, break-ins, kidnapping, and other events where communicating one's location is difficult or impossible.
- The system does check the address to determine if it is valid. If the address submitted for 911 is submitted incorrectly or is unrecognizable an error message will be displayed. If this occurs, correct the address and resubmit. If you are having trouble qualifying an address you might be missing a prefix or suffix. Search for the address at www.usps.com and resubmit the address as it appears on that site. If you continue to have trouble, this will force the address into manual review by our outsourced 911 vendor. This review happens behind the scene and you will be able to continue with the order. They will do everything they can to match the address to the 911 database. In most cases, the issue is resolved in two to three business days.
- In addition to the standard Terms and Conditions of service, the customer must also acknowledge the limitations of 911 service. Review this with your customer before proceeding. One of the key elements to cover is that the phone service is dependent on power. In the event of a power outage, the customer may not be able to dial 911. Another very important point is that if the customer moves or uses the service in a different location, they must verify the 911 address we have on file and update this address. This is crucial – if, for example, they take their Clear Modem and ClearVoice Adapter to their mother’s house and are using our digital phone service from there and dial 911, the emergency personnel will go to their service address, not their Mom’s house. Make sure the consumer understands this limitation and their responsibility to change the system address. Customer proprietary network information (CPNI) is the data collected by telecommunications companies about a consumer's telephone calls. It includes the time, date, duration and destination number of each call, the type of network a consumer subscribes to, and any other information that appears on the consumer's telephone bill. Telemarketers working on behalf of telephone companies, attempting to either win back a customer or upsell a customer with more services, must ask the customer's consent before accessing the billing information or before using that information to offer an upsell or any change of services. Usually this is done at the beginning of a call from the telemarketer to the telephone subscriber.
- Review content on slide.
- The Electronic Letter of Agency (eLOA) must be completed by any consumer who wants to port a number. They need to read it completely, and the customer will need to initial all of the boxes to acknowledge that CLEAR will be taking over the service. Their name and address will pre-populate on the form, but they will need to enter the last four digits of their Social Security Number or their birth date as verification of the port request. For CLEAR to port their number, they will also need to transfer all of their current service types (local service, local toll, long distance and International toll) by simply selecting “Mark All” to check each box. The customer must enter their name, the current date and agree to the terms.
- Wrap the session by thanking the participants for their time and attention.
- Facilitator’s Notes
- 2009 CLEARWIRE Proprietary information. Unauthorized use is prohibited.