IMPACT 101Impact University Trainings

Greeting

Welcome to Sprint. My name is Sean. What brings you in today?Greet the customer within 10 seconds of entering your store.

If you are busy with another customer let them know someone will be with them as soon as possible.

Always be upbeat, smile, and look directly at the customer when speaking.

Role Play

Customer Response Is:

“I am looking to upgrade my phone.”

“Oh, we are just looking. Thanks.”

“I am checking to see how much your plans cost.”

Doesn’t

Mat

ter!

!!

What the customer says, the next words out of your mouth are always the same!!!

Qualifying Questions

What carrier are you currently with? How many lines do you have? What kind of phones do you have?

(smart vs. basic) How many minutes do you

have/use? Do you have data, text, email with

your plan? How much do you spend? Business or personal use? Where do

you work? Do you have a home phone or

internet? How much do you spend on those?

Qualifying Questions

What is the most important thing for you to do while asking the qualifying questions?

• Listen Actively

• Retain what they are telling you

• Be ready to rephrase what you find out

• Take notes if need be

Rephrase What You Hear

Now rephrase each answer they gave you and get the customer to say “YES” to each one while adding our features as you go!Example #1:

“You said you currently have 2 lines with Verizon, correct?” = YES

“You also told me you had 1400 minutes with your current plan, correct?” = YES

“With Sprint, on our Everything Data Share Plan, you will actually have 1500 shared minutes and will enjoy our Any Mobile, Anytime feature that allows you to talk to any mobile phone on any carrier, such as Verizon or AT&T, with UNLIMITED minutes.”

Rephrase What You Hear

Example #2:

“You also told me that both of your phones are smart phones w/ a 2GB of data limit each, right?” = YES

“With your Everything Data Share plan on Sprint, you will have UNLIMITED data on both phones which includes features like GPS Navigation, Sprint TV, Email, and all the web browsing you can do!”

Rephrase What You Hear

Example #3:

“You said that you paid about $180 a month for your current plan with Verizon, correct?” = YES

“And you have a home phone that you pay $35 a month for also, correct?” = YES

“On average, customers switching to Sprint will save 30% on their monthly bills and enjoy many more features, like unlimited data and unlimited calling.”

The “YES” Zone

Your customer is now in the

frf zone!!!“How does all this sound so far?” = The answer should be “Sounds good!”

“Great! Let’s go take a look at some phones.”

Role Play

Phones

Phone Selection

Keep it simple and ask the basics:• How do you use your current phone? or How do you want to?•Is getting email something you would like to have on your phone?•Have you ever used GPS Navigation or wished you could?•Is watching a movie or browsing the web something that sounds cool?•Do you text a lot?•How would you like to have access to your music anytime, anywhere?•Touch screen vs. keyboard

3 Main Choices:

Bundle

Now take all the info you have gathered and ask for the sale:

“Ok, from what you’ve told me you are paying about $180 a month for 2 phones with limited data and less minutes and you have a home phone you pay $35 a month for. I will set you up on 2 of the new HTC Evo Lte smart phones with unlimited data, 1500 minutes, and our Any Mobile, Anytime feature that allows you to talk to any wireless carrier with unlimited minutes. I will port your numbers from Verizon, and also set up a free phone connect device that allows you to keep your same home number and have unlimited nationwide calling with voicemail and caller ID. All this for $192 a month vs. the $215 you are paying now. That also includes our Total Equipment Protection that provides peace of mind on those new phones. I will go grab those phones and get this set up, sound good?

Overcome

“We are still under contract…”

Do the math for them!$215 / month x 24 months = $5160$192 / month x 24 months = $4608That will save them $552 over the next 2 years if they switch today!

Overcome

“Earlier you said you banked at a Credit Union, right?” = “YES”

Do the math for them again!$215 / month x 24 months = $5160$192 / month – 10% NVP discount x 24 months = $4344That will save them $816 over the next 2 years if they switch today!

Wait! There’s more…….

Overcome

“With that discount, I can also waive your activation fees! That’s $36 per device!

Do the math again!$215 / month x 24 months = $5160$192 / month – 10% NVP discount x 24 months = $4344$36 activation fee x 3 = $108That will save them $816 over the next 2 years if they switch today plus $108 on the first bill! “Let’s get those phones

set up!”

Role Play

Overcome

If they still object, remember this:•Port credits may be available•Buyback •Coupons•Your Manager•Other Sprint offers

The important thing is you have saved the tools in your toolbox for the close, not the open of the sale!!!

Overview

•Greeting•Qualifying Questions•Rephrase •“YES” Zone•Phone Selection•Bundle and Ask For Sale•Overcome and Close

BREAK