Order entry training guide

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Order entry training guide

  1. 1. Clear Internet & Voice Sign Up Process<br /><ul><li>Logging In
  2. 2. Address Pre-qualification
  3. 3. Soft Credit Check
  4. 4. Select Service Plan
  5. 5. Business Cards
  6. 6. Welcome Email</li></li></ul><li>Logging In<br />Step 1: Login<br />Step 2: Pre-qualification<br />Step 3: Credit check<br />Step 4: Select service plan<br />Step 5: Complete the sale<br />Step 6: Add services<br />
  7. 7. http://sales.clearwire.com<br />Enter Username: id6829<br />Enter Password: clearXid6829 “Login”<br />Id6829<br />clearXid6829<br />
  8. 8. Your Name Here <br />Sales Portal<br />Verify you are logged in correctly<br />For new customers, click “Start New Order”<br />Cheetah scores & Training Materials<br />Add additional services to existing customer <br />
  9. 9. Address Pre-Qualification<br />Step 1: Login<br />Step 2: Pre-qualification<br />Step 3: Credit check<br />Step 4: Select service plan<br />Step 5: Complete the sale<br />Step 6: Add services<br />
  10. 10. Address Signal Pre-Qualification<br />To verify customer is in a serviceable market, enter their complete primary service address<br />Select “credit check” option or “no commitment” option as appropriate *<br />Click “Search” to continue<br />* All Business rate plans require a credit check!<br />
  11. 11. Address Qualifies<br /> Your Name Here <br />
  12. 12. Error: No Clearwire Service<br />If you get this error message and you are inside the home with a signal then do the following:<br /><ul><li>Perform a Cheetah test
  13. 13. If score is 18 you will need to do a manual override by having your team lead call the MOR hotline. </li></ul>Do not fill this out. Unless you want t<br />
  14. 14. Error: Can’t Validate Address<br />First check to make sure everything is spelled correctly. If it is, you will need to contact your team lead for a manual override.<br />If you don’t know address for certain – go to “Find Address on a Map”<br />
  15. 15. Error: Multiple Address Options<br /> Your Name Here <br />Possible address matches appear and are selectable - click on one of the radio buttons for submission to pre-qual<br />If one of the choices is not the prospect’s address, address can be adjusted and resubmitted<br />If you don’t know address for certain – go to “Find Address on a Map”<br />Ensure you select the right address!<br />
  16. 16. Soft Credit Check<br />Step 1: Login<br />Step 2: Pre-qualification<br />Step 3: Credit check<br />Step 4: Select service plan<br />Step 5: Complete the sale<br />Step 6: Add services<br />
  17. 17. Soft Credit Check<br /> Your Name Here <br />Note: “Business as Individual” checks SSN instead of Tax ID<br />Enter nine 9’s in for the social security. As long as you have the address and birth date correct, most of the time you will not need their SS#<br />
  18. 18. Credit Qualifies<br />
  19. 19. Your Name Here <br />Credit Fails<br />Non-passing scores of D, E, & N must select a “No Commitment” plan<br />
  20. 20. Credit-Based Plans<br />
  21. 21. ETF<br />Begins at $120<br />Decreases by $4 each month over life of contract<br />No ETF for “No Commitment” plans<br />
  22. 22. Select Service Plan<br />Step 1: Login<br />Step 2: Pre-qualification<br />Step 3: Credit check<br />Step 4: Select service plan<br />Step 5: Complete the sale<br />Step 6: Add services<br />
  23. 23. Service Type<br />Once customer is qualified, available plans are displayed<br />After address is verified, available plan options will be shown - click on one of the “Start Order” buttons to begin<br />
  24. 24. Select Plan Options<br />Choose Plan (or Choose Combo)<br />Choose Plan Options<br /><ul><li>Equipment
  25. 25. Contract length
  26. 26. Security and hardware add-ons</li></ul>Add Voice service<br />Add Features and Accessories (not shown) and then review with customer<br />
  27. 27. Change to M2M Plans<br />If a month-to-month plan is needed, click here to display those options<br />
  28. 28. Combo Packages<br />Select Combo type<br />Choose plan options under “Home” or “Mobile”<br />
  29. 29. Lease or Purchase Equipment<br />Select to lease or purchase the equipment. Check the box for hardware protection if they select that as an option.<br />When contract length is selected (if applicable) the activation fee discount will be cited<br />
  30. 30. Your Name Here <br />Provisioning Hardware<br />Verify your name and location so you get credit for the sale<br />Enter the MAC ID address found on the back of the box.<br />
  31. 31. Complete the Sale<br />Step 1: Login<br />Step 2: Pre-qualification<br />Step 3: Credit check<br />Step 4: Select service plan<br />Step 5: Complete the sale<br />Step 6: Add services<br />
  32. 32. Customer Information<br />Verify all valid customer information. This should automatically pull through.<br />Check the boxes if the address for billing and shipping are the same as the address above.<br />Leave all of the rest of the information blank and click “next”.<br />
  33. 33. Billing Information<br />Enter customer name as it appears on their credit card and enter credit card address<br />Enter credit card number (must be repeated to customer to meet legal requirements; billing address must be same as credit card address)<br />Enter three- or four-digit security code<br />
  34. 34. Authorization Hold Policy<br />For New Activations & Add-on Activations:<br />Small authorization of $1 occurs during payment method entry to verify card is valid<br />Big authorization of $20 or amount of sale (whichever is greater) plus 15% or 20% of purchase (for estimated taxes) occurs at end of activation process when order is submitted<br />Sales tax estimate (based on market) is submitted at time of activation<br />If taxable address is part of non-taxable market, no tax estimate will be assessed<br />How long does it takes for a hold to fall off?<br />VISA – known to fall off between 3-5 business days from date of transaction<br />MasterCard and Pre-paid Cards – known to take between 3-30 business days from date of transaction<br />Why does CLEAR hold the Pre-Auth for so long?<br />CLEAR does NOT hold the pre-authorization<br />The customer’s Financial Institution (i.e., bank that issued the card account) has internal rules that determine the length of time a pre-authorization remains on a customer’s bank account<br />
  35. 35. Security Information<br />Enter the customer’s requested service name/MyAccount login<br />An alternate email address is required<br />
  36. 36. Terms and Conditions<br />“By activating or using the Clearwire service or equipment, you agree to be bound by Clearwire's standard Terms and Conditions set out at our website: www.clear.com.<br />The standard Term for all of our customers is 2 years.<br />If you stop making payments before the end of your term, you may be responsible for an early termination fee. If you remain a customer after the period ends, no termination fee will be required.<br />You are also responsible to return the equipment in proper working order at the end of term or you may be charged a replacement fee.”<br />
  37. 37. Review Order<br />“You’ve agreed to a two-year term of ________ service. The first ________will be discounted to $ (remember promotion). After that, the monthly cost of the service, including equipment, will be $_______. Taxes are applicable only to the equipment lease fee. The shipping fee for the modem is (if applicable) $9.99 and the cost of activation is $________.”<br />Your Name Here <br />John Doe <br />Click “Place Order”<br />
  38. 38. Confirm Order<br />If you can’t print, please copy down the ID numbers for your records.<br />“Here are a couple numbers for your reference. Your Order ID is ______________. Your Customer ID is _____________.<br />If you need to contact us for any reason, email us via our website, www.clear.com, or call 1-888-888-3113.<br />Thank you for choosing CLEAR. Is there anything else I can do for you?”<br />Your Name Here<br />Your Name Here <br /> Click here to print <br />John Doe <br />
  39. 39. Finalize Setup at www.clear.com<br />Click on “My Account”<br />
  40. 40. Finalize Setup at www.clear.com<br />Click on “First Time Logging In”<br />
  41. 41. Finalize Setup at www.clear.com<br />Enter the username that you just created in the sales process and the last four digits of the card you just used to take their first months payment”<br />Next you will connect their new modem to their computer. Once connected you will want to accept all service agreements and make sure the internet is live before wrapping up the sale.<br />
  42. 42. Welcome Email<br /><ul><li>Ongoing Welcome email is sent to all new customers. Versioned by service, and customer type: (Standard customer, business, conversion, prize winners, day pass, and embedded trial.)
  43. 43. Provides helpful tips for getting started in an easy-to-follow format
  44. 44. Creates “save-worthy” email
  45. 45. Promotes Referral program and Clear365</li></li></ul><li>Clear365.com<br />
  46. 46. Add Services<br />Step 1: Login<br />Step 2: Pre-qualification<br />Step 3: Credit check<br />Step 4: Select service plan<br />Step 5: Complete the sale<br />Step 6: Add services<br />
  47. 47. Add Services<br />If adding service to an Existing Account, click “Add Services”<br />
  48. 48. Add Services: Multiple Accounts<br />Allows customers to have multiple hardware solutions on a single billing account<br />Single credit checks for new customer who is going to open multiple CLEAR accounts<br />One bill with all account details<br />
  49. 49. Add Services: Multiple Accounts<br />Sales partners need to enter the MyAccount username and last four digits of customer’s billing method<br /> Your Name Here <br />Customer requesting services must have administrative account access - otherwise this error will appear<br />
  50. 50. Adding ClearVoice<br />Once logged in, click on the link to add new Digital Voice Service<br />
  51. 51. ClearVoice: Customer Information<br />Select plan and equipment option<br />Note whether additional lines and/or local number porting are needed<br />
  52. 52. ClearVoice: Hardware Information<br />Enter MAC address of supplied ClearVoice Adapter (or choose to ship device to the customer) and select Adapter model<br />MAC address is available on outside of the box or on the bottom of the device<br />
  53. 53. 911 Registered Location<br />Information provided to public safety officials in the event of an emergency – verify with customer that information is correct<br />Enter customer 911 address – information is broken down to ensure 100% accuracy<br />
  54. 54. Failed 911 Registration<br />Address submitted for 911 registration will be validated - if address is submitted incorrectly or is unrecognizable, an error will be returned<br />
  55. 55. 911 Terms of Service & CPNI<br />Along with standard Terms of Service, customer must also acknowledge limitations of 911 service – review with customer before proceeding<br />Customer must also read and acknowledge the CPNI Notifications<br />
  56. 56. Local Number Portability<br />
  57. 57. Complete eLOA<br />When porting, customer must read and agree to our Electronic Letter of Agency (eLOA)<br />

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