1. Small
Business
Workshop
Go BIG in Small Business!
Sheryl Anderson
Evan Kita
March 8, 2012

2. Small Business – SF Metro Agenda
 1030 – 10:40 a.m. – Introduction and SMB Video
- Review
 10:40 – 11:00 - Tools for SMB
- How do we sell and position SMB?
 11:00 – 11:15 – Closing the Sale
- Closing Techniques
- What’s your “pitch selection”
- Role Playing using tool + close
 11:30 – 11:45 - Tracking and Following up with
Leads
 11:45 – 12:00 – Commitments from You
- Expectations, Time-Frame, and Follow-Up

3. “The greatest thing about small businesses
is the growth opportunity. As the small
business grows, we grow with them.” -
Mike Schwager

4. Video-Go Big with Small Business
**Take Notes:
1. Verizon wants them. AT&T wants them. So does Sprint. The top
companies in wireless are going after the most valuable postpaid
customers in the industry: business customers. Why T-Mobile?
2. What 3 things will we focus on?
3. So how will T-Mobile stand out from the crowd? The answer is
simple: YOU.
Small Business video from Matt Millen
VP of Small-Medium Business Sales
https://community.t-mobile.com/videos/4681

5. Small Business Action Plan
 STOP
- Making Excuses
- Being Passive
 START/CONTINUE
- Asking every customer, every time about where they work
- Tracking and passing leads as necessary
- Follow-Up with leads

6. SMB Statistics and Information
 70 million Americans work for or own a
small Business, ~10% of the population
own a SMB
 Small businesses spend an estimated
$29.1 billion on mobile services each year
 Most affordable plans $49.99 and $69.99
 Sprint $99.99 (Savings $50/$30)
 AT&T $114.99 (Savings $65/$45)
 Verizon $139.99 (Savings $90/$70)
 Americas Largest 4G Network

7. How do we sell it?
 Ask every time, every qualified
opportunity- 1 in 4 customers are a
potential SMB customer!
 Focus and use an effective Sales Pitch
 Consistency is key! The more times we
offer the product the more sales we will
close.
 Be prepared to handle rejection.

8. How do we sell it? cont.
 What’s your pitch?
 Hook Discover Questions
 Direct – Personal or Business Account
 Business Name on Card
 Do you have friends or family members that
can benefit from this service.

9. Key Phrases for Sales Pitch
 Use key phrases or words when asking questions.
 What do you do for a living?
 Have you seen our new SMB plans?
 Do you own your own Business?
 Do you know T-Mobile SMB plans and phones
could be a tax write off?
 Do you have any friends or family members
that own or work for a small business?
 Referral Program ($25 Credit)
 People hang out in similar groups (SMB people know
other SMB people) – WORD OF MOUTH

10. Tools to Use (on the spot)
 SMB Hot Sheet
 Give Customers a Brochure w/ contact info
 Collect Customers Information
 Enter the lead and conversion account information into the
tracker ASAP
 Know the “Buying Signs”

11. SMB Activation Steps
 Collect the proper Documentation
 ID or Passport (make a photo copy)
 # of lines, device and plan information
 Call 1-888-310-8369
 Ask for BUSINESS VERIFICATION
 Run Credit for Customer
 Approved: Warm Transfer to Business Activation to
complete the transaction
 Denied: Business Verification Sheet (community)
 PCR Override if needed
 Personal Guarantor

12. SMB Plans and Promotions
-No Activation Fee, 5 GB Data Cap, 2YR Contract Req
-No EIP, Full Price for Device
- Tax Write Off
-$100 MIR for Nokia Lumia 710, BlackBerry Curve 9360, LG
myTouch T, or LG myTouch Q
VALUE PLAN
Plan
Names
Talk + Text
MRC
Talk + Text + Data
Premium 5GB
MRC
Talk + Text + Data
Premium 5GB with BIS/BES
MRC
Small
Business
Unlimited
Value –
Premium
$34.99
$49.99
($34.99 rate plan + $15.00
standard data feature)
$59.99
($34.99 rate plan + $25.00
standard data feature)
Small
Business
1,000
Minute –
Value
$24.99
$39.99
($24.99 rate plan + $15.00
standard data feature)
$49.99
($24.99 rate plan + $25.00
standard data feature)

13. SMB Plans and Promotions cont.
Classic SMB Plan
- 2yr Contract
- Discount on Handset
- No EIP

14. SMB Plans and Promotions cont.
- 2YR Contract Req
- Multiple Lines
- Discount on Handset
- Add Data and Features

15. Tools to Use (tracking and referring)
 SMB Community Page
 Binder contents
 https://community.t-mobile.com/docs/DOC-20531
 Anything and Everything SMB
 https://community.t-
mobile.com/community/sales_home/small_business
 Lead Tracker
 https://community.t-mobile.com/docs/DOC-20464
 Lead Referral
 http://infonet.t-mobile.com/sites/sales/SmallBusinessLeadTracker/default.aspx

16. Lead Information Captured
 What the Business Does:
 Number of employees at the business:
 Number of mobile workers
 Number of lines requested:
 Reasons for coming to the Store:
 Particular products or plans they
were interested in?
 How soon are they looking at making
a decision?
• What wireless provider do
they currently use?
 Are they looking at porting their lines
or do they want new numbers?
 Name of owner:
 Name of person to contact if not the
owner:
 Phone number of the business:
 Phone number of the contact person:
 best time to call them:
 Address of the business:
 FEIN# (Fed Employee ID Number):
Contact Details Business Insights
Customer StatusCustomer Interests/Needs
Gathering
Insights is
key to
close the
deal!

17. Tracking and Referring Leads cont.
- Update every Friday
- Follow up with leads and enter into the
automated tracker online

18. What T-Mobile Means to Small Business
America’s
Largest 4G
Network
Innovative,
Easy-to-
Deploy
Solutions
Part of a
Large
Global
Organization
Network
Coverage
and
Quality
A Focus
On Value
Exceptional,
Dedicated
Account
Service

19. Conversation Exercise+ Closing the
Sale
*See instructions in binder

20. Commitment
 Name 2 things you will Stop
 Name 2 things you will
Start/Continue
 What are your top 2 favorite hook
discovery questions?
 Name 2 items/phrases/tools you
want to show/coach to your team

21. Q & A

22. THANK YOU!!
 Sheryl Anderson– SF Metro SMB Champion
 Sheryl.Anderson@T-Mobile
 Store: Van Ness 415-561-0566
 Evan Kita– SMB Champion (Chestnut)
 Evan.Kita@T-Mobile.com
 415-447-3271

23. Survey
 Please fill out survey and return to
workshop hosts