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.
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