For every New DSL order with all information in QB and Service form you will receive a check for $25.00 from PC Computers.
If you can get more then 10 (Mon-Sat) in a week you will get a $100.00 bonus check Visa Check Card.
Help them with issue as a way to gain their trust.
We need to get all their information down on a Service form so we can put them into Quick Books
Tell them we are PC Computers and we always have free tech support.
We need to be friendly so the client knows we are helping them. Take at least two minuets to find a number for Auglink but supply the old number 829-1616. This gives you time to make small talk.
Ask what “is the problem”. Try to fix the problem slowly. If it is billing tell them about DSL for only $10.00 a month. Tell them the bill comes on your phone bill.
Caller ………….. Hello I am having a problem with my Internet and I called the number for you guys and it told me to call this number.
PCC ………….. Hi, Well it looks like they still haven’t worked out the phone issue over at Auglink. We are not Auglink but we used to handle the customer care for them, but we dropped their account due to conflicting views about customer service. (say stuff that lets them know we are just as mad as they are, it makes bonding happen due to common interests and needs)
Caller ………….. Well I need to pay my bill and I can’t find them or their number.
PCC …………… "Join the club I can understand your frustration, hold on let me look and see if I can find a working number". (Take you time shuffle papers say stuff like "hold on" or "No that on is dead". The point here is to slow them down to your speed.)
• We are very disappointed in Auglink, after all we were
some of the first clients back in 95
• Let me see, did you try 797-2863, oh that one is down too, let me
see if I can find the old number.
• If you are having problems with your computer we do offer free tech
support over the phone.
• If it where just email we could fix it but the billing with Auglink
is way out of our control and probably theirs to.
The idea in this small talk is
to open dialog, using Auglink as a way to reach common ground.
You need to pretend to look for a good number for them to use so make noise
like moving papers around or something.
The small talk establishes the fact that you are on their side and are trying
to help them, this very important and will come into play next.
PCC ………….. We changed most of our clients over to the $10.00 a month DSL just because the frustration was too much for us and our clients to take. ( we don't mention Bellsouth at first so they tend to think the deal is from us, act as if it is an exclusive solution we had to come up with due to the position Auglink has forced us into, kind of like we had no other way to help our people)
Caller …………. $10.00 a month DSL ? ( its such a good deal people will jump for it, but play it down slightly, explaining it was the best deal we could find under the circumstances. This is a soft sell; let people think they are the ones coming up with a solution that way they don't feel like you are selling them anything)
PCC …………… Well we have a Deal for only $75.00 we order it, hook it up, and all you pay is $10.00 a month to Bellsouth. And Ill tell you you’ll never have a problem finding their phone number for them. (act like we do it all day long, like everyone that knows about it does it)
Caller………….. Is it fast?
PCC …………… Fast, well you might think its light speed after dealing with Auglink Dial up, but its like having 4 or 5 modems going at the same time.
PCC …………… If its not as fast as you want call them and they can upgrade you in ten minutes. (make it sound like its a no brainier but you don't know how much the faster packages are, we only start people off with the slow one because that is usually just fine)
PCC …………… Plus it is much easer to setup wireless with DSL then Dial up or Cable you can have as many as 254 computers on the internet at the same time. (up sell softly; wireless tune ups, virus protection works better, updates are faster)
Caller ………… How do I get this deal?
PCC ……………First let me get your information to see if you are eligible.This is where you get their name, phone number, address, email, on a service form.Go to Bellsouth Fast Access and look up their phone number. (this is the part you have been working for INFORMATION)
PCC ……………. Oh good it looks like you are eligible. Do you want to sign up now? (now you make an order and tell them the deal and as soon as we install the DSL you will get paid)
Remember we need everyone that calls to become a client. We will not make it without your effort, If we don't do it now we will always be struggling to pay a light bill.