1.
This new training we want to carry out with our agents is based on a dynamic process that promotes the development and recognition of our agents’ skills, doing it in a participative and instructive way at the same time.
2.
We will start by presenting a scenario in which smarterhome.ai is the best solution.
What If ?
You have just moved to a new house and need to
cover your home with basic things like internet,
cable, security or these types of services,
however you don’t know which provider has
good offers and your previous provider does not
have coverage in this new place.
We know that smarterhome.ai is the trusted guide for this prospects
3.
Following this we will evaluate how much our agents knows about our own brand… asking
What they
know about
smarterhome.ai?
4.
After this we will explain concisely who we are, making it clear that we will take care of the customer’s needs by providing the best quality internet services available, cable with the best content focused on what the customer likes to watch, mobile services with the greatest nationwide coverage and home security taking care of every member of their family, we are innovating in the way we reach different customers around the United States focusing on physical activations, taking into account the coverage of our providers, focusing on generating our own leads based on our own effort without relying on external sources.
5.
In that way we explain why smarterhome.ai has the best deals.
This is an important statement, we are not just another provider, we are the trusted partner to help them find the best option for specific needs, we can mix and match products or services tailored to their expectations, thanks to the portfoliothat we have we will customize their services and the customer will enjoy their experience making it memorable.
6.
following this we will explain about the different sources that we have,
7.
GMB
It is a tool that we use to enhance our brand with google, increasing our visibility to attract more customers, it also helps us to position our bussiness taking into account the locations and establishing greater credibility to the online presence we have.
QR CODE
KIOSKS
We have multiple ways to reach potential customers, this is one of them, we have set up some kiosks in strategic locations of retail partners in the US, especially considering the coverage of our providers. The customer just has to scan a QR code and will be immediately put in contact with one of our representatives, who will be ready to help them, focusing on selling solutions and not services.
PHYSICAL
STORES
These are spaces where we can interact (calls or video calls) with our customers to understand about their needs and preferences, and offer them the best solutions. We use our experience in this field, with soft skills to communicate effectively, empathetically and using sales skills to persuade and convince them to buy from us.
8.
We have different types of calls
we have 5 scenarios that I divided in two categories ,
Support Calls and Sales Opportunity.
Support calls are ,
– Google-Yelp verification call
– Interested in joining the affiliate program
– Information about the store
Also the Sales Opportunities are
– Customer Service / Cross Selling (Billing, technical support, account changes, cancellation of services
technical support, account changes, cancellation of services, bill reduction)
– Acquire new services
9.
Then we have the call process focus on the support calls, we start with the opening,
Hello and thank you for calling SmarterHome.ai, your trusted guide for Home Services.
My name is (Agent’s Name) on a recorded line. How can I assist you today?”
And after listen the reason of the call the next step should be a rapport sentence,
This are the explanation of every next step in each one of the support calls
For Google yaelp verification the representative should said
We support the store, but we
are not physically present,
however, let me connect you
with the person in charge
for a prospect of affiliate program
“We’ll be more than happy to
have you onboard! Please take
note of our support team, that
can guide you through the
process. Write this number please +1 323-775-9671
Also the call about store information should be
“We support the store, but
we are not present at the
location. I can provide you the
information about what you need”
Here it is mandatory to use the pop-up
10.
in the pop-up you will find in a clear way the
1. Store name
2.Store contact information
3. Store address
4. Sponsor’s name (that is the suggested provider)
the Popup must remain open throughout
entire call
Now we will focus on the type of representative that we want for smarterhome.ai