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Training ar natlbus.overview
The document provides an overview of Perfectly CLEAR Authorized Representative Sales Training. It introduces CLEAR as an energetic company focused on high-speed internet access. It outlines CLEAR's values, products including internet service plans and voice services, compensation structure for sales representatives, and expectations for representatives to develop a business plan and goals.
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Training ar natlbus.overview
- 1. Perfectly CLEAR AuthorizedRepresentative Sales Training MIDLANTIC COMMUNICATIONS GROUP
- 2. Who we areEnergetic young company passionate about how people access the internet Brain child of wireless pioneer Craig McCaw New company called CLEAR formed with Sprint’s WiMAX division (XOHM) and investments from big hitters XOHM launched Baltimore in September 2008 Portland was first CLEAR WiMAX market to launch
- 3. Who is Clear?Founder Craig McCaw Sold 1 st company, Cable Vision - $770Million Founded Cellular One – Sold to ATT - $11.5 Billion Founded Nextel – Sold to Sprint - $4.5Billion Founded Clear Wire 2003 to develop WiMax Technology 2008 - Partnered with Sprint, Google, Intel, Cisco, Motorola, Comcast & Time Warner to launch world’s first 4G Network Launched Atlanta, Las Vegas & Portland 2009 80 markets next 14 months "Filling a need that others aren't addressing has always been a focus of the companies that I have been involved with."
- 4. CLEAR Values REALLYFAST transmission speeds, actions, and results ALWAYS BETTER than yesterday, our competition, and our user expectations EASY TO USE at every touch point LOW COST in all we do CUSTOMER CENTRIC with every decision C L E A R
- 5. The Internet IndustryAs of 2009, an estimated quarter of Earth's population uses the Internet Global Internet penetration at household level should reach 47 percent by 2010 compared with just 17 percent in 2001 and 34 percent in 2006, according to PwC. Total Internet commerce is estimated to grow to $263 billion by 2010 from $170 billion last year. “ The Internet continues to explode due to increased access to Broadband ”
- 6. Why CLEAR? CLEARwill bring it all together Always on Always fast Always available Always clear Bottom Line: People can simply connect everywhere in our coverage.
- 7. Why CLEAR? Peopleexpect a high-speed connection They have it at home and love having it They have it at work and can’t imagine life without it They do things they couldn’t imagine even three years ago thanks to the speed and capacity of high-speed connections The high-speed connection they rely on falls apart on the go. But…
- 8. WiMAX WiMAX technologyprovides: High speed of broadband service Wireless rather than wired access, therefore much less expensive than Cable or DSL and much easier to extend to suburban and rural areas Broad coverage like cell phone network (instead of small Wi-Fi hotspots)
- 9. CLEAR Value PropositionsSpeed: Super fast internet everywhere Consistency: At home or on-the-go, CLEAR provides consistent speeds that you can rely on Simplicity: Easy to install. Easy to use. We keep things CLEAR! Openness: CLEAR supported by robust vendor ecosystem
- 10. Our Focus MobileInternet Go anywhere in our coverage area and get the same super fast internet you get at home. Home/Business Internet Get online at lightning-fast speeds with no appointment, no installation and no phone line needed. Just plug and surf! Home/Business Voice Talk as long as you want, when you want, to anywhere in the US, Canada and Puerto Rico.
- 11. CLEAR = ChoicesClear USB Modem Clear Voice Adapter Clear Modem CLEAR Spot CLEAR 4G+ Mobile USB
- 12. Clear Modem Packagesup to 6 Mbps Self-installed – no software, no technician Move the connection anywhere, anytime Target market = Consumer and small business (5-8 employees)
- 13. Clear USB ModemWorks with XP/Vista or Mac OS Connection Manager supports both 32-bit and 64-bit versions of Windows Go anywhere in our coverage area Same super fast Internet you get at home 4 Mbps download ** , 1 Mbps upload on all plans Target market = Mobile users and home/business users ** 6 Mbps download with a Pick 2 plan
- 14. CLEAR Spot Accessorythat allows Wi-Fi enabled devices to access CLEAR’s WiMAX network Four-hour rechargeable battery life Can also run on AC power One-time cost of $139
- 15. Problem: Wi-Fi DevicesInability To Connect to the Internet Nearly one billion Wi-Fi enabled devices cannot connect to the Internet at any given time, being outside the range of an accessible Wi-Fi access point WiMAX and cellular networks may be present, but utilize different radio type
- 16. Solution: CLEAR SpotPersonal Hotspot Creates Wi-Fi access point with Clear USB Modem Allows any Wi-Fi device to connect anywhere in CLEAR service area
- 17. CLEAR 4G+ Modemwith CLEAR Spot 4G+ modem compatible with CLEAR Spot (firmware update required to CLEAR Spot device) Firmware update v2.4 available CLEAR Spot will not recognize CLEAR 4G+ modem until update installed CLEAR 4G+ Mobile USB users can download firmware from www.clear.com/support
- 18. Clear Voice Plugit into your Clear Modem and talk all you want One low monthly service price ($25.00) Unlimited calls to anywhere in the US, Canada and Puerto Rico Great low International rates Extraordinary Features (e.g. Simultaneous Ring, Voicemail to Email)
- 19. What is ClearVoice? A simple telephone service using broadband instead of an old-fashioned phone line CLEAR Old Phone Company Works with Regular Analog Phones Yes Yes Unlimited Local Calling Yes Yes Full Basic Feature Set & Free Voicemail Yes No Advanced Features (web control, Find Me, etc) Yes No Unlimited Long Distance Yes No Transmission Medium Broadband Copper Minimal Fees & Taxes Yes - $2-6 mo. No - $12-16 mo.
- 20. Features Ordinary FeaturesCaller ID Call Waiting Call Forwarding Basic Voicemail Do Not Disturb 3-Way Calling E911 Compliance Local Number Portability Extraordinary Features Remote Management Advanced Call Forwarding Simultaneous Ring Voicemail to E-mail Call Blocking Call Screening & Adv. DND Call Activity History Portability Secondary Phone Numbers
- 21. Additional Terms Two-yearagreement or no commitment plans $35.00 activation fee on no commitment plans Activation fee waived on two-year agreements Early Termination Fee (ETF) applies to contracts Clear Voice available with Clear Modem only
- 22. Hardware Protection ProgramCovers accidental damage due to handling or power surge Covers defect in material or workmanship, or failure due to normal wear and tear (defects that occur during the standard product warranty are referred to CLEAR) Does not cover loss or theft $1.99 per month for Clear USB Modem $2.99 per month for Clear Modem
- 23.
- 24. The Sales ProcessEngage the Prospect Pre-Qualification Ask Probing Questions Present Custom Solution Handle Objections Close the Sale Ask for Referrals and Follow-up
- 25. Following-up Critical todeveloping your business Immediately after sale, send handwritten “Thank You” note Call customer two days after sale Make sure service is meeting expectations Follow-up again two weeks, two months and five months after sale Always ask for referrals
- 26. FAST START –ACTION PLAN
- 27. 50 Sales Don’t Sleep Until You Get There Work Hard and Work Smart
- 28. Marketing Plan –Authorized Reseller Three Positions National Director – 150 Total Group Sales Territory Manager – 50 Total Group Sales Account Executive
- 29. Marketing Plan ExampleCompensation on Pick 2 – Two year term $400.00* National Director - 150 Total Sales $300.00* Territory Manager – 50 Total Group Sales (25 personal sales) $200.00* Account Executive * Values subject to change without prior notice or advisement
- 30. 5 Sales 5Sales 5 Sales 5 Sales $200.00 Personal Sales Key Builder # 4 5 Sales You 25 Personal Sales + Key Builder # 1 Key Builder # 3 Key Builder # 5 Key Builder # 2
- 31. 50 Group Sales– You are Promoted to Territory Manager You $300.00 Personal Sales $300.00 Sub - Agents $200.00 Level Sub - Agents $200.00 Level Sub - Agents $200.00 Level
- 32. 10 Sales 10Sales 10 Sales 10 Sales - $3,000 Personal Income Another 40 Sales 10 Sales Another 40 Sales Another 40 Sales Another 40 Sales You - At the $300 level in Personal Income Key Builder # 1 Key Builder # 3 Key Builder # 4 Key Builder # 2
- 33. Promoted to $400Level 40 sales X 4 160 Sales X $100.00 $16,000 Personal Income 2 nd Month You Key Builder # 1 Key Builder # 3 Key Builder # 4 Key Builder # 2
- 34. But Hold On….There’sMore Once 150 sales have been generated (by you and your team), you are promoted to 400.00 level National Sales Director Position
- 35. 150 Group Sales– You are Promoted to Marketing Director $100 Bonus on Entire Sales Group You $400.00 Earned on Personal Sales $400.00 $300.00 Level $300.00 Level $300.00 Level
- 36. Promoted $400Level 100 sales X 4 400 Sales X $100.00 $40,000 Personal Income Phase II You Key Builder # 1 Key Builder # 3 Key Builder # 4 Key Builder # 2
- 37. There’s no costof Entry, But there are Expectations for you, as a Business Person:
- 38. I.R. Expectations* PurchaseProduct A Business Plan Set Goals for Customer Acquisition Pass Certification * Independent Representative
- 39. I.R. Expectations MeetMoral and Ethical Standards Comply with Dress Code (Image standards)
- 40. Business Plan HighlightsImmediate, Short-term Tactics, Client & Team
- 41. Business Plan HighlightsTarget Marketing Tactics (Trade, Lifestyle, Publi- cations) Chambers of Commerce, Trade shows & Events
- 42. Business Plan HighlightsRevenue Goals Production Goals Marketing Support projection (Materials & supplies)
- 43. Just Remember… You’rein Business For Yourself, But Not By Yourself . We’re here to help “ Make It Happen” for YOU!
- 44.
Editor's Notes
- #2 Suggested welcoming script: “Welcome to CLEAR’s Sales Training for Authorized Representatives . My name is __________ and I’m excited to be here in [City/Market] to share with you the great products and services that are currently available from CLEAR. Before we launch into the content, let’s do a quick round of introductions . Please tell us your name, the name of your business, and share something interesting that no one would know just by looking at you. I’ll start. [Class Introductions] Great – now let’s get into the material. I’m going to begin with some basic background info that everyone selling CLEAR should be aware of.” * 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. Session Time: 70 minutes*
- #3 “ Has anyone heard of Craig McCaw ?” The following are things to listen for in the responses, as well as a bit of company history. The facilitator is not necessarily to cover all of this info but rather to draw from it to build credibility. The points cited on the slide are sufficient unless additional discussion occurs. He took over his father’s cable company in the 1980’s and grew McCaw Cable Vision to the 20th largest cable carrier in the US. After acquiring MCI's cellular segment in 1986, McCaw sold the cable company to Cooke Cablevision (now part of Comcast). In 1994, McCaw sold Cellular One to AT&T for $11.4 billion, and the company was renamed AT&T Wireless. AT&T Wireless was sold to Cingular in 2004 to become the nation's largest wireless carrier. He then became a significant investor in Nextel Communications, and in the late 1990’s began quietly acquiring spectrum in 2.5 to 2.6 GHz range. In 2004 he acquired a company out of Dallas called Clearwire that was building service in Jacksonville, FL. Clearwire launched service there in August 2004 with Motorola’s Expedience standard (a WiMAX precursor, since the WiMAX standard was not ratified until 2005). In May 2008, Clearwire and Sprint agreed to combine their next-generation wireless broadband businesses to form a new wireless communications company. Sprint was the largest spectrum holder in the WiMAX frequencies and Clearwire was second – but neither one alone could build out a nationwide WiMAX network efficiently. Sprint’s WiMAX division was called XOHM. The new company, named Clearwire, is focused on accelerating the deployment of the first nationwide mobile WiMAX network. Five innovative technology, content and communications leaders - Intel Corporation, Google, Comcast, Time Warner Cable and Bright House Networks - have collectively invested $3.2 billion into the new company. L et’s Be CLEAR! When we introduce CLEAR to prospective customers, how we speak is just as important as what we are actually saying. With new WiMAX technology, we have new ways of talking about our innovative products and services! Our mission is clear: To provide super fast internet everywhere. So whether you’re at home, in the car, on the tram, or even riding a Ferris wheel, you can always be connected to your life online. Although the legal name of the company is “Clearwire,” the public-facing name and brand are both “CLEAR.” P ortland, OR was CLEAR’s first WiMAX market , and XOHM’s was Baltimore, MD.
- #4 When talking about CLEAR’s Mobile Internet solution, we’re usually talking about the Clear USB Modem . This plug-and-play device runs on Windows XP and Windows Vista, and as of August 2009 is also compatible with Mac OS. Note: There are two versions of both Windows XP and Windows Vista out there - a 32-bit (normal) version and a 64-bit version. The different versions are available for different process types. Our Connection Manager supports both versions of both operating systems. Users can go anywhere within CLEAR’s coverage area and experience the same speed and consistency as at home, with up to 4 Mbps (or 6 Mbps with a Pick 2 plan) on the download and up to 500 Kbps on the upload . What differs by plan is the customer’s usage level, which we will discuss in a moment. Note that we will review, demonstrate and practice the installation of the Clear USB Modem on Day Two of this session.
- #6 Here is the Clear Modem . Beyond what is cited on the slide, it is important to recognize that at the end of the day this is still a “mobile” product. It is portable, and therefore can be moved within a house or even from house to house without requiring any new installation. For those users who want to create a wireless network in their house, CLEAR offers a Wi-Fi router or you can source an inexpensive Wi-Fi router that you could recommend to your customers. This modem will pick up signal anywhere in our coverage area. Because the Clear Modem costs $79.99 to buy, we offer our customers both a purchase and a lease option (lease is $4.99/month). Note that we will review, demonstrate and practice the installation of the Clear Modem on Day Two of this session.
- #7 That’s where CLEAR comes in. Our solution brings together all of the key needs of mobile broadband users: It’s always on – just plug and play It’s always fast – the experience is the same and consistent no matter where they are in our coverage area It’s always available – anywhere they can get our signal they can get access It’s always clear – we pride ourselves on honest, transparent communications with our customers CLEAR’s basic value propositions are increased efficiency and increased quality as a result of speed, cost and simplicity. The primary goal of CLEAR is to improve our quality of life. It allows users to better control their time, energy, and efforts. You’ve all heard the saying “Work smarter, not harder” – CLEAR enables that saying to become a reality for our customers. CLEAR will add a new degree of productivity and enjoyment to people’s lives by delivering indispensible wireless Internet communications services for just one low monthly fee for home broadband, mobile internet and home or office voice. In the coming months, we’ll be adding mobile voice – with price points that allow further savings from what consumers pay today. The bottom line is that CLEAR customers can simply connect everywhere within our coverage areas.
- #8 So why is CLEAR the next big thing in wireless? First you have to consider what services people use today. For years, people were spending time inefficiently while at work because of the faster internet speed that they could access there. But then fast internet service came to residential customers as well. Now they have come to expect a high-speed connection at all times. But the issue is that although customers can get high-speed access both at work and at home, their experience while on the go is still slow and inconsistent. People want to get things done where they are – whether that’s at home, at the park or waiting at the airport. That means they want to access the internet at high speeds while outside of home and office, and for that they need a mobile broadband solution.
- #9 WiMAX (Worldwide Interoperability for Microwave Access) is a next generation technology designed to move data rather than voice. While Wi-Fi broadcasts in an unlicensed spectrum, WiMAX (and its predecessor Expedience) broadcasts in a licensed spectrum in the range of 2.5-2.6 gigahertz (GHz) in the US. This dedicated data network circumvents many service issues, such as interference and noise that can be experienced when using Wi-Fi. With our new WiMAX technology, CLEAR is poised to become more than an innovator, but also an industry leader. The opportunity to sell is huge. T he main benefits offered by WiMAX are lower cost, wider coverage, higher capacity and a single standard for all usage models (e.g. fixed and mobile). WiMAX service uses towers in markets, just like cellular. This creates market-sized “hot zones” (as opposed to Wi-Fi “hot spots” which have a very limited range). WiMAX technology allows users to wirelessly download large data files at average speeds of up to 6 mbps. The technology will also support real-time services like online gaming, voice over IP, and video streaming services. By offering customers these capabilities at home, in the office, or on-the-go, CLEAR’s WiMAX network will redefine the internet user experience. WiMAX vs. Long Term Evolution (LTE): WiMAX and LTE are both next generation technologies designed to move data rather than voice. A key advantage for WiMAX technology is that it is ready for deployment now. It’s based on an official standard established in 2005. There are more than 100 certified products in the pipeline for 2009. By contrast, LTE is years away from commercial deployment. No official standard exists, which constrains and delays device and infrastructure development. WiMAX vs. Cable/DSL: The main advantages of WiMAX over DSL and cable are cost and portability, as well as consistency in user experience. See next page for discussion questions.
- #10 All of the previous information is great, HOWEVER… Don’t sell technology just for technology’s sake – sell quality of life. Write each of four bolded CLEAR’s Value Propositions on a flipchart as you explain them : Speed: CLEAR provides a consistent, high-speed connection everywhere in our coverage areas. However, we may not necessarily always be the fastest. For example, a Verizon wireless card supports 700kbps to 1 Mbps and CLEAR supports up to 4Mbps – so CLEAR is definitely faster. However, DSL can provide 6Mbps, with bursts of 12-16Mbps. Until, that is, all the neighborhood kids get out of school and get on the internet at 4pm in the afternoon – then the speeds drop noticeably due to DSL being shared bandwidth. The point of “burst” speeds is that they provide an interesting marketing angle, but the cable company didn’t actual come out and add more cable to their infrastructure. DSL users are sharing the same bandwidth that was always there, and more users means lower quality of service. Consistency: At home or on-the-go, CLEAR provides consistent speeds that you can rely on. With Clearwire you have a point-to-point connection from your modem to our tower and your speed will be consistent on that connection. That means up to 6Mbps at home and up to 4Mbps while you’re on the go. Simplicity: Easy to install. Easy to use. We keep things CLEAR! This solution is truly plug-and-play, as you will see later. Theirs is no need for the customer to schedule (and pay for) installation. Openness: CLEAR is supported by a robust vendor ecosystem that will be supplying WiMAX-enabled consumer devices. WiMAX, CLEAR, and these vendors play a huge part in the development of the next big thing! The rapidly growing mobile WiMAX industry is supported by a robust vendor ecosystem, paving the road to the mobile internet. Plans for new WiMAX-enabled consumer devices continue to expand, with more than 80 suppliers providing a range of more than 480 devices from base stations and Clear Modems to Clear USB Modems and handsets.
- #11 Our mission is clear: To give you super fast internet everywhere. So whether you’re at home, in the car, on the tram, or even riding a Ferris wheel, you can always be connected to your life online. “ OK. We’ve talked about some of the technology and marketing “fluff” stuff – but what are we actually selling?” Here’s what we will cover for basically the remainder of this session: Mobile Internet - “Go anywhere in our coverage area and get the same super fast internet you get at home.” Consumers have shown that they want both a true broadband experience and mobility when it comes to their communications services. Until now, they’ve had to settle for one or the other. CLEAR is changing that. With WiMAX, our customers will have the ability to access the internet – at true broadband speeds – anytime and anywhere, both home and away. Home/Business Internet - “Get online at lightning-fast speeds with no appointment, no installation and no phone line needed. Just plug and surf!” Home/Business Voice - “Talk as long as you want, when you want, to anywhere in the US, Canada and Puerto Rico.” When we introduce CLEAR to prospective customers, how we speak is just as important as what we are actually saying. With new WiMAX technology, we have new ways of talking about our innovative products and services! NOTE: This is just a quick summary slide – do not spend more than a minute on this info.
- #12 CLEAR’s goal is to make sure that every customer gets the solution that is right for them. To that end, we offer several different products and many different pricing and service plans – this allows for many different combinations and therefore many different solutions.
- #13 Here is the Clear Modem . Beyond what is cited on the slide, it is important to recognize that at the end of the day this is still a “mobile” product. It is portable, and therefore can be moved within a house or even from house to house without requiring any new installation. For those users who want to create a wireless network in their house, CLEAR offers a Wi-Fi router or you can source an inexpensive Wi-Fi router that you could recommend to your customers. This modem will pick up signal anywhere in our coverage area. Because the Clear Modem costs $79.99 to buy, we offer our customers both a purchase and a lease option (lease is $4.99/month). Note that we will review, demonstrate and practice the installation of the Clear Modem on Day Two of this session.
- #14 When talking about CLEAR’s Mobile Internet solution, we’re usually talking about the Clear USB Modem . This plug-and-play device runs on Windows XP and Windows Vista, and as of August 2009 is also compatible with Mac OS. Note: There are two versions of both Windows XP and Windows Vista out there - a 32-bit (normal) version and a 64-bit version. The different versions are available for different process types. Our Connection Manager supports both versions of both operating systems. Users can go anywhere within CLEAR’s coverage area and experience the same speed and consistency as at home, with up to 4 Mbps (or 6 Mbps with a Pick 2 plan) on the download and up to 500 Kbps on the upload . What differs by plan is the customer’s usage level, which we will discuss in a moment. Note that we will review, demonstrate and practice the installation of the Clear USB Modem on Day Two of this session.
- #15 Now let’s talk about a revolutionary new device from CLEAR - the CLEAR Spot Personal Hotspot. This amazing little device allows Wi-Fi enabled devices to access CLEAR’s WiMAX network, and has a four-hour rechargeable battery life (it can also run on AC power). So for a one-time cost of $139, customers can connect their Wi-Fi devices at broadband speeds anywhere within a CLEAR coverage area!
- #16 Wi-Fi capable devices are becoming ubiquitous, but broad Wi-Fi coverage is not. Efforts by some cities to provide municipal Wi-Fi at low or no cost have fizzled. Bridging the gap between mobile broadband and the many Wi-Fi devices already being used is a great opportunity to strengthen the selling proposition for WiMAX. There are currently close to one billion Wi-Fi enabled devices that cannot connect to the Internet at any given time, because they are located outside the accessible range of a Wi-Fi access point (or “hotspot”). There may be WiMAX and cellular networks present at the device’s location, but they utilize a different radio type than Wi-Fi and therefore are of no use to the device.
- #17 This is where the CLEAR Spot Personal Hotspot comes in. The CLEAR Spot, manufactured by CradlePoint, bridges the gap between WiMAX and Wi-Fi devices . WiMAX service provides a single termination point. When a user has our WiMAX service, they use our Clear Modem or Clear USB Modem to access it. To easily share mobile service across multiple personal devices, or multiple users, requires CLEAR Spot. CLEAR Spot is the only portable hotspot device compatible with CLEAR mobile service, and it can be used as a tool to enhance value proposition of mobile service and drive incremental mobile service sales . The CLEAR Spot device adds significant perceived value to CLEAR service by enabling Wi-Fi devices to leverage our service. Multi-user capabilities don’t cannibalize subscription sales. The vendor, CradlePoint data indicates 80-85% of the time only one device is connected, so don’t worry about CLEAR Spot cannibalizing service sales. And when used in a shared workgroup, CLEAR Spot is a visible promotional vehicle for CLEAR service!
- #18 The CLEAR 4G+ Mobile USB is compatible with CLEAR Spot once a specific firmware update has been made to the CLEAR Spot device. The required CLEAR Spot firmware update is v2.4 and is available for download from www.clear.com/support . It is important to note that the CLEAR Spot will not recognize the 4G+ modem until the required update is installed. The firmware is installed on the customer’s computer by using the CLEAR Spot management console By the way… Firmware update v2.4 is recommended for all CLEAR Spot users (regardless of use with 4G+ device) because it provides performance and stability improvements and auto-update capability to support future modem releases.
- #19 What is “Clear Voice”? Clear Voice is telephone service over an Internet connection. The customer must have a Clear modem to get any of our voice products – a Clear Voice Adapter (pictured on slide – as known as an ATA (Analog Telephone Adapter) is plugged into that modem in order to provide digital voice services. This device carries a one-time fee of $15 (regardless of contract or no contract). This is based on a r egular price of $50 and an instant rebate of $35 – for a net cost $15. The monthly service fee is $25 (for both contract and no contract), and the ETF of $50 for contract customers does not pro-rate down over time . Also, customers can sign up for multiple numbers on the one line for $9.99 per additional phone number – but there is no unique ring tone. All numbers on a given account sound the same when they ring. Our low monthly price, unlimited calling and low international rates offer the customer excellent value at a great price. And while our voice service has all of the great features that a landline offers (such as Caller ID, Call Waiting, Do Not Disturb) plus we have additional features such as Find Me Forwarding , Simultaneous Ring and Voicemail to Email that can change the way you use your phone. There is an Employee VoIP Plan, which can be activated via CQ. If participants have questions about this plan, direct them to reach out to Yvette Guerrero. Note that we will review, demonstrate and practice the installation of Clear Voice on Day Two of this session. Make sure you have attended the product manager’s training on Clear Voice so that you are comfortable discussing this offering.
- #20 You may be asking: What exactly is Voice Over Internet Protocol? Well, it’s simple. Basically, calls are made using a broadband Internet connection instead of regular/analog phone line. With CLEAR's Internet Phone Service, you use a traditional phone (not included) through a phone adapter hooked to our Clear Modem. You can call anyone who has a phone number - including local, long distance, International and mobile numbers. Once you have activated the service, you don’t even need a computer to make or receive calls. You only need your computer for the initial set-up of the service, and to customize your features. The chart on this slide describes the differences between the CLEAR and the Old Phone company. The two things that will have the most meaning to a customer are all the additional features which will be described further in this presentation, and the cost-savings. For example: Unlike the traditional phone company, we offer unlimited long distance and only pass on the Minimum in fees and taxes. Many people get rid of their home phone because of all these misc. line items. With Clear you pay for the service – not the mystery fees.
- #21 Like “THE OTHERS,” Clear Voice offers many ordinary features. Unlike the others, however, Clear Voice also offers many extraordinary features . Imagine what it would be like to remotely manage your account through your CLEAR MyAccount. This puts you in control and you never have to wait on hold to talk to someone in Customer Service. The Advanced Call Forwarding and Simultaneous Ring features allow you to be as available and accessible (or NOT) as you need to be. And the Voicemail to Email feature could be life-changer – we’ll get to that in a few minutes. In addition, we offer Call Blocking and Screening. You can access your Call Activity to check on calls you don’t recognize or just check on who’s calling who from your phone! Like our modem, Clear Voice can be used in all of our call areas where E911 is available. Finally, you can purchase additional numbers (not for second lines) that your long distance relatives can use to call you as if they were calling a local number. Note to Facilitator: A special Clear Voice account has been created for use in class demos by the Sales Training team. Log into MyAccount using the following credentials: Username: Wimax-Training Password: password The VoIP Phone Number for the training account is (425) 587-1630 and the associated email account is “Wimax-Training@clearwire.net” with the same password cited above.
- #22 There are definite advantages to the consumer when they choose a two-year agreement over a no commitment plan: With a two-year agreement, the customer locks in their pricing for the length of the contract With a two-year agreement the activation fee is waived There are also advantages to you , the Sales rep, for selling a two-year agreement: The customer has made a commitment, which means that the likelihood of them cancelling during the 180-day chargeback period is less Commissions are higher on two-year agreements And finally, the benefit to CLEAR of selling two-year agreements is that we have a contract which creates a long-term relationship with the customer and reduces the potential for churn. And by the way, the company generally does not start making money on a given customer until beyond the 11th month of service. And we’re all in the business here of making money, right? We strongly recommend that you lead with the two-year contract in all instances, and then if you need to fall back to the no commitment plan you have that option available as a back-up. An Early Termination Fee (ETF) of $120 applies to all contracts except for 4G+ Mobile USB and is pro-rated over the life of the contract (reduced by $4 for each month with CLEAR). For the 4G+ Mobile USB the ETF is $200, which is prorated by $8 for each month fulfilled on a contract). Also, please note that for “Pick 2” plans the ETF is $60 for each piece, for a total of the standard $120 (each portion, home and mobile, is also prorated downward separately by $2 per month). The ETF for a “Pick 3” plan is $170 ($60+$60+$50 for Voice). These fee amounts apply to all “broken bundles” – including those with a 4G+ modem involved. Lastly, customers must have a Clear Modem in order to buy our Clear Voice product.
- #23 The Hardware Protection Program is another added benefit that customers can add to any CLEAR plan for an additional fee per month ($1.99 per month for Clear USB Modem; $2.99 per month for Clear Modem) This plan covers: Accidental damage due to handling or power surge Defect in material or workmanship, or failure due to normal wear and tear (defects that occur during the standard product warranty are referred to CLEAR) This plan does not cover loss or theft. The customer must enroll within 15 days of activating new hardware. This program is available on leased and purchased hardware; but NOT available on customer provided hardware. The authorized user of the account must file a claim with Asurion within 30 days of the incident. There is a $35 non-refundable deductible per claim, and a customer is only allowed two claims in a 12-month period. Only the Clear Modem and the Clear USB Modem are covered under this program.
- #24 Clear365 is an entertainment portal featuring the best and most popular content on the web - news, entertainment, sports and local information alongside online games, photo services, a music store, Google web search and much more. This site is advertiser supported, so it is free to consumers. Clear365 is optimized for WiMAX, our next-generation technology offering super fast Internet that covers entire cities. The screenshot on this slide is a link to Clear365. Learn about WiMAX and CLEAR's mobile broadband, residential Internet service, and digital voice services at www.clear.com . If applicable, mention to the class that the music they heard playing at the beginning of this session was streamed directly from Clear365. Also, make sure that the participants know that when new customers first sign onto CLEAR service their browsers’ homepage may automatically be redirected to the Clear365.com website. This is approximately the halfway point of Day One. If a mid-day/lunch break is planned, this may be a good time to take it as the lengthy Sales Process module is next.
- #25 The CLEAR Sales Method ensures that you get the most from every prospect interaction by using a consultative selling approach. 1. Engaging the Prospect Use open-ended questions, compliments, or some other type of clever opening to engage a prospect. Examples could include: Where do you use the Internet? How often are you able to access the Internet everywhere you need to? 2. Pre-Qualification Once you have your prospect hooked, be sure to pre-qualify them early in the sales process. You don’t want to spend too much time and effort convincing someone that CLEAR will meet all his/her needs only to discover he/she is outside our coverage area. 3. Asking Probing Questions Use Probing Questions to identify or uncover the prospect’s needs and identify where he/she is (Actual State) so that when you present the solution you can show them where he/she would like to be (Desired State). 4. Product Presentation/Custom Solutions Address the features, advantages, and benefits of the solution you present. The key is to present an accurate and complete solution that will meet the prospect’s real needs. The needs you have uncovered should directly relate to the benefits you present. Benefits = needs! 5. Handling Objections Remember, there are four steps to handling objections: Listen to the prospect’s objection Acknowledge the objection Explore to undercover true objection by asking clarifying questions Respond to the objection with a solution that meets the customers needs. 6. Closing the Sale Don’t wait for the prospect to ask you nicely. Ask for the sale. The three main types of closes are the assumptive close, the summary close, and the trial close. 7. Following-up and asking for referrals - Go to next slide.
- #26 It is critical that you realize that referrals and customer follow-ups are vital to the development of your CLEAR business. Immediately following any sale, be sure to write out and send a handwritten “Thank You” note to the customer. Ensure that they know that you are available as a resource and that you truly want to make sure that their experience with CLEAR is a positive one. Always follow the “2.2.2.5” rule : Call the customer two days after the sale, then again two weeks , two months and finally five months after the sale. We will discuss this further in the next module . Remember: Don’t let a prospect walk away without asking for three referrals.
- #38 “ Any final questions before we end the training?” Wrap the session by thanking the participants for their time and attention, and wishing them all the best of luck in their CLEAR careers.
- #39 “ Any final questions before we end the training?” Wrap the session by thanking the participants for their time and attention, and wishing them all the best of luck in their CLEAR careers.
- #40 “ Any final questions before we end the training?” Wrap the session by thanking the participants for their time and attention, and wishing them all the best of luck in their CLEAR careers.
- #41 “ Any final questions before we end the training?” Wrap the session by thanking the participants for their time and attention, and wishing them all the best of luck in their CLEAR careers.
- #42 “ Any final questions before we end the training?” Wrap the session by thanking the participants for their time and attention, and wishing them all the best of luck in their CLEAR careers.
- #43 “ Any final questions before we end the training?” Wrap the session by thanking the participants for their time and attention, and wishing them all the best of luck in their CLEAR careers.
- #44 “ Any final questions before we end the training?” Wrap the session by thanking the participants for their time and attention, and wishing them all the best of luck in their CLEAR careers.
- #45 “ Any final questions before we end the training?” Wrap the session by thanking the participants for their time and attention, and wishing them all the best of luck in their CLEAR careers.