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.
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