Schedule Phone Invoices
I mentioned in the announcements yesterday that you need to remember to put in your phone invoices. Jeff came and talked to me and said that he is seeing phone accounts where the invoice is there, but it hasn't been scheduled under the Drop Ship installer. Apparently with sattracks, when you don't schedule the phone invoices, that invoice doesn't show up on the reports of sales for the day. Please make sure you are scheduling your phone invoices under Drop Ship for one week out.
Friday, May 27, 2011
Thursday, May 26, 2011
Thursday, 26 May, 2011
Asking About Activation Fee
When you ask the rep about the activation fee, we don't want you to say, "are you waiving the activation fee?" We would rather you ask, "How are we going to collect the activation fee?" This is better for a couple of different reasons. First, we obviously want our sales reps to collect the fees whenever possible, and asking them if they are waiving the fee can make a difference in whether they try to get the fees or not. Second, we had a rep the other day work hard to get the cx to pay the activation fee and then while on the phone, the qualifier asked, "Are you waiving the fee?" The cx overheard that and so basically had to waive the fee. Just ask how we are going to collect the fee and they can tell you whether it is waived or not.
Invoices
Do not forget to add invoices for phone or internet. We've had a couple of these slip through the cracks and it cannot happen. Make sure that you finish the whole account and add all the invoices or it will be forgotten. When things like this happen, it tells me that some people aren't reviewing their accounts before they leave. Please make sure you are going over all your accounts to make sure everything is complete on them.
Memorial Day
Memorial day will be a little different. There will probably only be a couple of reps selling so we will only have two people here from 10 to 6. Caitlyn and Haylee have agreed to work that day, so you can all thank them for your day off!
When you ask the rep about the activation fee, we don't want you to say, "are you waiving the activation fee?" We would rather you ask, "How are we going to collect the activation fee?" This is better for a couple of different reasons. First, we obviously want our sales reps to collect the fees whenever possible, and asking them if they are waiving the fee can make a difference in whether they try to get the fees or not. Second, we had a rep the other day work hard to get the cx to pay the activation fee and then while on the phone, the qualifier asked, "Are you waiving the fee?" The cx overheard that and so basically had to waive the fee. Just ask how we are going to collect the fee and they can tell you whether it is waived or not.
Invoices
Do not forget to add invoices for phone or internet. We've had a couple of these slip through the cracks and it cannot happen. Make sure that you finish the whole account and add all the invoices or it will be forgotten. When things like this happen, it tells me that some people aren't reviewing their accounts before they leave. Please make sure you are going over all your accounts to make sure everything is complete on them.
Memorial Day
Memorial day will be a little different. There will probably only be a couple of reps selling so we will only have two people here from 10 to 6. Caitlyn and Haylee have agreed to work that day, so you can all thank them for your day off!
Wednesday, May 25, 2011
Wednesday, May 25, 2011
How to Approach EFax in the Customer Survey
When doing the customer verification, instead of asking if they are frequent fax users, I would like you to start asking "Has the sales rep explained efax to you?" If the customer says no, you should let the sales rep explain it to them. You don't need to do it.
Something important to remember is that if you find out something in the customer survey, like they have an alarm, life alert or are current Dish customers, you are not the one that should be telling the customer that they can't get our service. In this case, you should just ask to speak to the sales rep and then explain it to them. The sales rep can then talk to the customer about it.
Calling Sales Reps Back
If you are doing a qualify and your call with the sales rep drops, you shouldn't just pick up the next call. I need you to call that sales rep back and finish their qualify. We've had some complaints from sales reps that when there are hold times and their call drops, they have to wait on hold again to get back on the phone. They shouldn't have to wait again, just give them a call back.
When doing the customer verification, instead of asking if they are frequent fax users, I would like you to start asking "Has the sales rep explained efax to you?" If the customer says no, you should let the sales rep explain it to them. You don't need to do it.
Something important to remember is that if you find out something in the customer survey, like they have an alarm, life alert or are current Dish customers, you are not the one that should be telling the customer that they can't get our service. In this case, you should just ask to speak to the sales rep and then explain it to them. The sales rep can then talk to the customer about it.
Calling Sales Reps Back
If you are doing a qualify and your call with the sales rep drops, you shouldn't just pick up the next call. I need you to call that sales rep back and finish their qualify. We've had some complaints from sales reps that when there are hold times and their call drops, they have to wait on hold again to get back on the phone. They shouldn't have to wait again, just give them a call back.
Tuesday, May 24, 2011
Tuesday, May 24, 2011
New Dish Policy
As many of you have heard by now, there is a new Dish Network policy that has gone into affect today. From now on we cannot switch any active Dish Network customer over to DirecTV. It doesn't matter if the customer was previously signed up with Dish through us or not, we cannot switch them over to DirecTV. They can get our phone, but not DirecTV. This doesn't apply to switching DirecTV customers over to Dish. If a sales rep isn't aware of the new policy, just let them know what it is and tell them they can call Jeff or Kevin to find out more if they need to.
You should understand that this isn't great news for sales reps because it will make it more difficult for them to sell. Be understanding and encouraging for the next few days as they figure out how to deal with this new policy. Just make sure that if you do get an account like this, you don't automatically assume the rep is being shady. Be understanding and just let them know we can't put that through for them anymore. If you have any questions about this, please ask.
Focus
Overall, thing are going super well this summer. I just want to remind you to stay focused as you are qualifying accounts so you don't make little mistakes that in turn take you extra time to fix. When we are busy, that is the last thing we want. We need you qualifying new accounts, not spending time fixing other accounts that have mistakes on them.
As many of you have heard by now, there is a new Dish Network policy that has gone into affect today. From now on we cannot switch any active Dish Network customer over to DirecTV. It doesn't matter if the customer was previously signed up with Dish through us or not, we cannot switch them over to DirecTV. They can get our phone, but not DirecTV. This doesn't apply to switching DirecTV customers over to Dish. If a sales rep isn't aware of the new policy, just let them know what it is and tell them they can call Jeff or Kevin to find out more if they need to.
You should understand that this isn't great news for sales reps because it will make it more difficult for them to sell. Be understanding and encouraging for the next few days as they figure out how to deal with this new policy. Just make sure that if you do get an account like this, you don't automatically assume the rep is being shady. Be understanding and just let them know we can't put that through for them anymore. If you have any questions about this, please ask.
Focus
Overall, thing are going super well this summer. I just want to remind you to stay focused as you are qualifying accounts so you don't make little mistakes that in turn take you extra time to fix. When we are busy, that is the last thing we want. We need you qualifying new accounts, not spending time fixing other accounts that have mistakes on them.
Wednesday, May 18, 2011
Wednesday, May 18, 2011
New Dish Promotions
From now on, Dish customers can no longer get Showtime free for three months. They can now get HBO, Starz, or Cinemax free for three months with autopay and paperless billing. When you see it on the Dish site it will show on the side that it has a monthly cost, but when you choose it, it will subtract the cost of it on the cost breakdown.
Get the Dish Claims
Make sure you are getting the dish claims. There were a couple last night that hadn't uploaded to sattracks. When you are reviewing your accounts at the end of your shift, make sure you are checking to see if the claim has downloaded for all Dish accounts.
Charter Internet
Up to this point, if the cx has wanted Charter internet, you have just put in an invoice and someone else has put through the order. This has now changed a little. All Charter accounts in California will be treated the same way. You need to look on Saveology to make sure it is available in their area and then add an invoice to sattracks. Lance will push the order through. If the order is for anywhere outside of California, so Oregon and Washington, you will need to put the order through on Saveology. Let us know if you have any questions about that.
From now on, Dish customers can no longer get Showtime free for three months. They can now get HBO, Starz, or Cinemax free for three months with autopay and paperless billing. When you see it on the Dish site it will show on the side that it has a monthly cost, but when you choose it, it will subtract the cost of it on the cost breakdown.
Get the Dish Claims
Make sure you are getting the dish claims. There were a couple last night that hadn't uploaded to sattracks. When you are reviewing your accounts at the end of your shift, make sure you are checking to see if the claim has downloaded for all Dish accounts.
Charter Internet
Up to this point, if the cx has wanted Charter internet, you have just put in an invoice and someone else has put through the order. This has now changed a little. All Charter accounts in California will be treated the same way. You need to look on Saveology to make sure it is available in their area and then add an invoice to sattracks. Lance will push the order through. If the order is for anywhere outside of California, so Oregon and Washington, you will need to put the order through on Saveology. Let us know if you have any questions about that.
Monday, May 16, 2011
Monday, May 16, 2011
Your Pay Rate
All of you should know this by now, but talking to others at your job about how much you are getting paid is never a good thing. If you didn't know this, please know that you should never disclose to anyone how much you are making. It is a serious issue and if you are found talking about it could result in termination.
Scheduling Satellite Installs
You should always schedule the satellite install with the sales rep and not the customer. We have heard some reps complaining that qualifiers were scheduling the install during the customer verification. This shouldn't happen. After the account is all qualified, set up the install with the rep and then do the customer verification.
Another Change with the Customer Verification
From now on you no longer need to verify the customer's credit card or social security number. We were initially doing that because we were going to be doing the verification before it qualified. Now, the customer will have already qualified once you get to the verification, so there is no reason to verify the numbers. Hopefully this speeds up the process a little more for you.
Dish Network Charging First Month Up Front
Tosh was out in Kennewick selling last week and said that he wasn't asked once if the customer understands that Dish will be charging the first month's bill at the time of qualification. You should be asking this to the sales rep every time you are going to run a Dish account.
Tour de Linx
As I wrote before, this week is the Tour de Linx competition. During competitions, there is always an ending buzzer. This is just the deadline at night where if they qualify after, it won't count for the day towards the competition's numbers. The buzzer for this week's competition is 10:15 local time. This means sales reps that are an hour behind us have until 11:15 to qualify accounts. Normally your shifts end at 11, but we ask that you stay just a little while longer during these competition weeks to help us out.
Going along with that, the last two Saturdays, when it has turned 6:30, even though phones were still ringing people have just left. I realize that 6:30 is when you were scheduled to leave, but it is very helpful when you are willing to stay a little longer to finish things up. We will probably need to just start having two different shifts on Saturday so people are scheduled to be here until a little later so this doesn't happen any more.
Wiki Page for Linx
There is a wiki page for Linx. Right now there isn't a ton of information on it, but Karl is wanting this to become a main information hub for the company. The main thing that will benefit you now on that site is information about internet. You can see all the different companies that do internet and whether they are cable, DSL, or Wireless Broadband. From there you can click on each one to learn a little more about it. To get to it, you need to go to:
All of you should know this by now, but talking to others at your job about how much you are getting paid is never a good thing. If you didn't know this, please know that you should never disclose to anyone how much you are making. It is a serious issue and if you are found talking about it could result in termination.
Scheduling Satellite Installs
You should always schedule the satellite install with the sales rep and not the customer. We have heard some reps complaining that qualifiers were scheduling the install during the customer verification. This shouldn't happen. After the account is all qualified, set up the install with the rep and then do the customer verification.
Another Change with the Customer Verification
From now on you no longer need to verify the customer's credit card or social security number. We were initially doing that because we were going to be doing the verification before it qualified. Now, the customer will have already qualified once you get to the verification, so there is no reason to verify the numbers. Hopefully this speeds up the process a little more for you.
Dish Network Charging First Month Up Front
Tosh was out in Kennewick selling last week and said that he wasn't asked once if the customer understands that Dish will be charging the first month's bill at the time of qualification. You should be asking this to the sales rep every time you are going to run a Dish account.
Tour de Linx
As I wrote before, this week is the Tour de Linx competition. During competitions, there is always an ending buzzer. This is just the deadline at night where if they qualify after, it won't count for the day towards the competition's numbers. The buzzer for this week's competition is 10:15 local time. This means sales reps that are an hour behind us have until 11:15 to qualify accounts. Normally your shifts end at 11, but we ask that you stay just a little while longer during these competition weeks to help us out.
Going along with that, the last two Saturdays, when it has turned 6:30, even though phones were still ringing people have just left. I realize that 6:30 is when you were scheduled to leave, but it is very helpful when you are willing to stay a little longer to finish things up. We will probably need to just start having two different shifts on Saturday so people are scheduled to be here until a little later so this doesn't happen any more.
Wiki Page for Linx
There is a wiki page for Linx. Right now there isn't a ton of information on it, but Karl is wanting this to become a main information hub for the company. The main thing that will benefit you now on that site is information about internet. You can see all the different companies that do internet and whether they are cable, DSL, or Wireless Broadband. From there you can click on each one to learn a little more about it. To get to it, you need to go to:
user=linx
password=linx
Once you log in, you can go down towards the bottom to the link "Supported Internet Providers." That is the page that has all of this information on it.Saturday, May 14, 2011
Saturday, May 14, 2011
It's been a few days since our latest post, so this is going to be a big one. Please make sure you are reading these posts carefully and remember the information.
Charter Internet
There are a couple of things to go over with charter internet. First, we are no longer upgrading existing customers with the new promotions. If a sales rep asks you to do it, just let them know that we are no longer offering that. Second, if a sales rep is signing someone up for Charter, make sure you are checking Saveology to see if it is available in their area. Just because you don't have to run it through, doesn't mean you don't have to check the availability.
Kansas City
We cannot schedule any HD jobs for DirecTV in Kansas City until Tuesday. It makes things really difficult when we have to call the customers back and reschedule them because of a mistake we made, so please remember that they can't be installed until Tuesday.
Tour de Linx
This next week we will be having our first major competition of the summer. Sales always pick up significantly during these competition weeks so be prepared to be busy. We also want you to be excited for the reps when they call in. It is really hard to be out there all day selling door to door, so when they call in, make sure you are excited for them and get them excited to go out and get some more sales.
New DirecTV Promotions
The new DirecTV Promotions started on Thursday. Make sure you know how they work. Customers who get Choice Ultimate and above get the NFL Sunday Ticket for free. Customer's who are getting Choice Extra and above and who are getting whole home DVR can now get a third and fourth HD receiver for $50. I told you before that we had to still charge them $100 up front and then they will get the rebate in their first months bill. I found out today that that is not the case. We just collect $50 upfront for the third and fourth HD receiver.
Customer Verification Notes
We are going to switch up the way we do the customer verification notes. This doesn't change anything with the special instructions and the notes you need to put in for phone and internet. It also doesn't change anything with the actual customer verification. All of that will be the same. It is just taking too long for you to put in 15 different pieces of information from the verification so we are going to have you put in only three pieces of information. You will first just state that you completed the customer verification. Then you will put down the monthly price you verified with the customer(the price that is on the contract). The last thing you will need to put in the notes is that you verified that they are not currently in a two year contract with another provider.
This should speed up the process so you can get to the next call faster.
I know this is a lot of info, but it is really important that you remember it so we don't make costly mistakes.
Thanks for all your hard work! You are doing a great job so far this summer. We are really happy with the way things have gone so far, so thank you for working so hard. Keep it up and we'll have another BBQ in a few weeks.
Charter Internet
There are a couple of things to go over with charter internet. First, we are no longer upgrading existing customers with the new promotions. If a sales rep asks you to do it, just let them know that we are no longer offering that. Second, if a sales rep is signing someone up for Charter, make sure you are checking Saveology to see if it is available in their area. Just because you don't have to run it through, doesn't mean you don't have to check the availability.
Kansas City
We cannot schedule any HD jobs for DirecTV in Kansas City until Tuesday. It makes things really difficult when we have to call the customers back and reschedule them because of a mistake we made, so please remember that they can't be installed until Tuesday.
Tour de Linx
This next week we will be having our first major competition of the summer. Sales always pick up significantly during these competition weeks so be prepared to be busy. We also want you to be excited for the reps when they call in. It is really hard to be out there all day selling door to door, so when they call in, make sure you are excited for them and get them excited to go out and get some more sales.
New DirecTV Promotions
The new DirecTV Promotions started on Thursday. Make sure you know how they work. Customers who get Choice Ultimate and above get the NFL Sunday Ticket for free. Customer's who are getting Choice Extra and above and who are getting whole home DVR can now get a third and fourth HD receiver for $50. I told you before that we had to still charge them $100 up front and then they will get the rebate in their first months bill. I found out today that that is not the case. We just collect $50 upfront for the third and fourth HD receiver.
Customer Verification Notes
We are going to switch up the way we do the customer verification notes. This doesn't change anything with the special instructions and the notes you need to put in for phone and internet. It also doesn't change anything with the actual customer verification. All of that will be the same. It is just taking too long for you to put in 15 different pieces of information from the verification so we are going to have you put in only three pieces of information. You will first just state that you completed the customer verification. Then you will put down the monthly price you verified with the customer(the price that is on the contract). The last thing you will need to put in the notes is that you verified that they are not currently in a two year contract with another provider.
This should speed up the process so you can get to the next call faster.
I know this is a lot of info, but it is really important that you remember it so we don't make costly mistakes.
Thanks for all your hard work! You are doing a great job so far this summer. We are really happy with the way things have gone so far, so thank you for working so hard. Keep it up and we'll have another BBQ in a few weeks.
Monday, May 9, 2011
Monday, May 9, 2011
Back To Normal Qualification
So, after trying the new way of qualifying for two days, we have decided that it is going to be more beneficial to return to the old method of qualifying. So, from now on, you will qualify the account with the sales rep on the phone. This means that you are going to have to be super fast, but also super accurate. Another thing to note is that since you will be doing it all right there with the rep on the line, you should not schedule the appointment until the satellite has been qualified. This way, if it doesn't qualify, you can just void the invoice instead of having to cancel it out.
Here is an example outline of how the qualification should be ordered:
Get cx information
Qualify the satellite account
Schedule satellite install
Do TPV(if applicable)
Do Internet(if applicable)
Do Customer Verification
Give rep account number and get off phone
Finish notes
If you have any questions at all about this, please ask.
Postponing the BBQ
Because of the rainy weather, we are going to postpone the bbq until Friday. It's going to be 75 degrees and beautiful outside, so it will be a great time to have our first one of the summer. Again, if Friday is your day off, you are more than welcome to come in at 2 for some food.
So, after trying the new way of qualifying for two days, we have decided that it is going to be more beneficial to return to the old method of qualifying. So, from now on, you will qualify the account with the sales rep on the phone. This means that you are going to have to be super fast, but also super accurate. Another thing to note is that since you will be doing it all right there with the rep on the line, you should not schedule the appointment until the satellite has been qualified. This way, if it doesn't qualify, you can just void the invoice instead of having to cancel it out.
Here is an example outline of how the qualification should be ordered:
Get cx information
Qualify the satellite account
Schedule satellite install
Do TPV(if applicable)
Do Internet(if applicable)
Do Customer Verification
Give rep account number and get off phone
Finish notes
If you have any questions at all about this, please ask.
Postponing the BBQ
Because of the rainy weather, we are going to postpone the bbq until Friday. It's going to be 75 degrees and beautiful outside, so it will be a great time to have our first one of the summer. Again, if Friday is your day off, you are more than welcome to come in at 2 for some food.
Friday, May 6, 2011
Friday, May 6, 2011
Splitting Up Jobs
We are going to start splitting up the qualifying job today. It has been getting busy enough for us to do it now instead of waiting until Monday. Our goal is to not make anyone wait on hold longer than three minutes. Last night we had some reps on hold longer than 15 minutes, so we have some improving to do.
Qualifying Sheets
Those sheets you are using to qualify serve two purposes: the first is to take notes while you qualify so you are sure to get all the correct info in the notes and the second is so you can review all your accounts before you leave. This needs to start happening. We are still having problems with people not canceling accounts that don't qualify, not getting the claim number for Dish accounts and not entering correct equipment. All of these things can be caught if you will review each account you qualified that day and make sure that everything is in order.
Reminders
Another reminder to make sure that your distributors are all correct today. Also, you MUST go all the way to the last page on the Dish qualify to get the claim number! Don't forget to do this.
Thanks for all your hard work this week! It's been a good week and it's just going to get more and more busy, so get ready!
We are going to start splitting up the qualifying job today. It has been getting busy enough for us to do it now instead of waiting until Monday. Our goal is to not make anyone wait on hold longer than three minutes. Last night we had some reps on hold longer than 15 minutes, so we have some improving to do.
Qualifying Sheets
Those sheets you are using to qualify serve two purposes: the first is to take notes while you qualify so you are sure to get all the correct info in the notes and the second is so you can review all your accounts before you leave. This needs to start happening. We are still having problems with people not canceling accounts that don't qualify, not getting the claim number for Dish accounts and not entering correct equipment. All of these things can be caught if you will review each account you qualified that day and make sure that everything is in order.
Reminders
Another reminder to make sure that your distributors are all correct today. Also, you MUST go all the way to the last page on the Dish qualify to get the claim number! Don't forget to do this.
Thanks for all your hard work this week! It's been a good week and it's just going to get more and more busy, so get ready!
Thursday, May 5, 2011
Thursday, Cinco de Mayo, 2011
Splitting 322's/222's
It's really important that you remember to split these receivers if you can. The situation where you can split them is when you have 4 tvs with a 722 and then a 222 or 322. You will want to split that second receiver into two receivers. You don't want to do this if you have less than or more than four tvs.
DTV Upfront Equipment Cost
If the customer has upfront equipment costs with DTV, we need to collect that money with the activation fee. You will just put the cost of the equipment in your total and have it collected along with the activation fee.
Click View Agreement
This is a really important one. When you are qualifying for Dish, make sure you are going all the way to the end and pushing the "View Agreement" button. If you don't push that button, the claim doesn't download to Sattracks, which means the paperwork will be wrong and ultimately it will take us a lot of time to fix. So, please just make sure you are doing this every time.
Distributor
Just another reminder to make sure you are getting the distributors right. We still had many that were wrong yesterday. Please don't hesitate to ask or take the time you need to make sure you are choosing the right one.
Beginning of Summer BBQ
This coming Tuesday we will be having a BBQ for lunch! Don't worry about bringing anything, unless you have some amazing dessert that you make, then you can bring that. It will be around 2:00. If it happens to be your day off, you are still more than welcome to come in and eat some good food.
It's really important that you remember to split these receivers if you can. The situation where you can split them is when you have 4 tvs with a 722 and then a 222 or 322. You will want to split that second receiver into two receivers. You don't want to do this if you have less than or more than four tvs.
DTV Upfront Equipment Cost
If the customer has upfront equipment costs with DTV, we need to collect that money with the activation fee. You will just put the cost of the equipment in your total and have it collected along with the activation fee.
Click View Agreement
This is a really important one. When you are qualifying for Dish, make sure you are going all the way to the end and pushing the "View Agreement" button. If you don't push that button, the claim doesn't download to Sattracks, which means the paperwork will be wrong and ultimately it will take us a lot of time to fix. So, please just make sure you are doing this every time.
Distributor
Just another reminder to make sure you are getting the distributors right. We still had many that were wrong yesterday. Please don't hesitate to ask or take the time you need to make sure you are choosing the right one.
Beginning of Summer BBQ
This coming Tuesday we will be having a BBQ for lunch! Don't worry about bringing anything, unless you have some amazing dessert that you make, then you can bring that. It will be around 2:00. If it happens to be your day off, you are still more than welcome to come in and eat some good food.
Wednesday, May 4, 2011
Wednesday, May 4th, 2011
Summer has started and we are excited to get things going. You will want to check this blog on a daily basis to find announcements and information that will be important for you to know.
Quality Checks
We have added one question to the QCs. You now need to ask those customers who are getting set up with Dish Network if they understand that their first month's bill will be charged to their card at the time of qualification. We had a couple people cancel yesterday because they weren't aware of this, so we just want to make sure they know ahead of time.
Scheduling Customers
We would now like you to wait to schedule the customer's install until after you have finished the QC. This way, if a customer decides not to do it during the QC, you don't have to cancel the account, you can just void the invoice.
Monthly Phone Price in the Notes
Please make sure that you are putting what the monthly phone price will be in the notes. Remember, the price could be $29.99 or $34.99, so we need to know what we are charging them.
Work Schedule
As we talked about with many of you today, it has quickly become apparent this summer that we will need more people later. In the past, we have had more sales reps in the Mid-West than the west coast, but because it is the opposite this year, we are going to be getting more calls later on in the night. Shannon has changed the schedule, so please look at it and make sure you are aware of your new hours.
Also, if you are needing a shift off, you are responsible to find someone to cover your shift. Please don't ask Shannon to change the schedule around. You just need to get it covered and then you can get that time off.
Activation Fees
This has been a crazy issue already this year. I was told, and so have been telling everyone that even if they are getting satellite and phone, the activation is still only $49.99. This is incorrect. There is a $49.99 activation fee for satellite and $49.99 for phone. The rep can waive half of it or all of it. They will just be paid less on the sale. Please know that if they are getting both satellite and phone, they will have an activation fee of $99.98.
What to do if the cx doesn't qualify
From now on, if the cx doesn't qualify, you need to call the cx and try to get a new social or a new cc to use to qualify again. If you try to call the cx and they don't answer, leave a message, and then call the sales rep and let them know the situation to see if they can do anything to get the cx qualified.
Dish/DTV Retail Phone #'s
You should never, under any circumstance, give a sales rep the retail phone number to call. They are not authorized to call the retail number and we can get in a lot of trouble from Dish and DirecTV if they do.
Changing Addresses
We are not allowed to change an address for the purpose of getting someone qualified. If you have a sales rep telling you it is okay to change the address by one number or something weird like that, come and let me or Shannon know.
Quality Checks
We have added one question to the QCs. You now need to ask those customers who are getting set up with Dish Network if they understand that their first month's bill will be charged to their card at the time of qualification. We had a couple people cancel yesterday because they weren't aware of this, so we just want to make sure they know ahead of time.
Scheduling Customers
We would now like you to wait to schedule the customer's install until after you have finished the QC. This way, if a customer decides not to do it during the QC, you don't have to cancel the account, you can just void the invoice.
Monthly Phone Price in the Notes
Please make sure that you are putting what the monthly phone price will be in the notes. Remember, the price could be $29.99 or $34.99, so we need to know what we are charging them.
Work Schedule
As we talked about with many of you today, it has quickly become apparent this summer that we will need more people later. In the past, we have had more sales reps in the Mid-West than the west coast, but because it is the opposite this year, we are going to be getting more calls later on in the night. Shannon has changed the schedule, so please look at it and make sure you are aware of your new hours.
Also, if you are needing a shift off, you are responsible to find someone to cover your shift. Please don't ask Shannon to change the schedule around. You just need to get it covered and then you can get that time off.
Activation Fees
This has been a crazy issue already this year. I was told, and so have been telling everyone that even if they are getting satellite and phone, the activation is still only $49.99. This is incorrect. There is a $49.99 activation fee for satellite and $49.99 for phone. The rep can waive half of it or all of it. They will just be paid less on the sale. Please know that if they are getting both satellite and phone, they will have an activation fee of $99.98.
What to do if the cx doesn't qualify
From now on, if the cx doesn't qualify, you need to call the cx and try to get a new social or a new cc to use to qualify again. If you try to call the cx and they don't answer, leave a message, and then call the sales rep and let them know the situation to see if they can do anything to get the cx qualified.
Dish/DTV Retail Phone #'s
You should never, under any circumstance, give a sales rep the retail phone number to call. They are not authorized to call the retail number and we can get in a lot of trouble from Dish and DirecTV if they do.
Changing Addresses
We are not allowed to change an address for the purpose of getting someone qualified. If you have a sales rep telling you it is okay to change the address by one number or something weird like that, come and let me or Shannon know.
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