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Introductionto CLEAR
ROI
What would you like to take away from today’s training?
ROI
Your Role Today
• Take Notes (there may be a test!)
• Ask Questions
• Keep Your Mind Open
• Think About How Selling CLEAR Can Help You Reach Your Personal Goals
Our Goals Today
• To share our excitement for the CLEAR sales opportunity
• To demonstrate how easy it is to sell the CLEAR solution
• To provide enough basic information to allow you to begin selling the CLEAR solution TODAY!
Our Objectives For This Session:
When you leave today we want you to be able to:
• Describe who CLEAR is and the services we provide• Explain the CLEAR product and plan offerings • Position CLEAR solutions against competitive offerings• Pre-qualify a prospect and enter an order through the Sales
OE Portal• Possess the confidence and motivation to begin selling
CLEAR today
Here is what we will talk about:
• Who we are• What we do• Our vision for this market• What sets us apart• Our products• The rate plans• How to approach customers• How to enter an order
What we do…
Empower a smarter, more connected world
with the fastest, most cost-efficient, and
highest capacity 4G network – enabling
people everywhere to have the magic of the
Internet with them all of the time.
The CLEAR Mission Statement
You are part of the next big thing!
Who we are…Energetic young company passionate about
how people access the internet
Brain child of wireless pioneer Craig McCaw
WiMAX will cover as many as 120 million people with true broadband mobility across 80 markets by the end of 2010
Strategic investors include Intel Capital, Comcast, Sprint, Google, Time Warner Cable, and Bright House Networks
CLEAR WiMAX Launches in 2009:Portland, Atlanta, Las Vegas, Philadelphia, Chicago, Dallas,
San Antonio & Austin + Conversion markets
You are part of our big picture!
CLEAR Values
CUSTOMER CENTRIC with every decisionC LOW COST in all we doL EASY TO USE at every touch pointE ALWAYS BETTER than yesterday, our competition, and our user expectations
A REALLY FAST transmission speeds, actions, and resultsR
What is our vision for this market?
We will be here to help you succeed!
WiMAX
• CLEAR uses a 4G technology called WiMAX
• Service areas are measured in miles, not feet
• WiMAX technology provides:– High speed of broadband service– Wide coverage, high capacity, mobility and a
single standard– Wireless rather than wired access– Secure data transmission – Less expensive than Cable or DSL and
easier to extend to new areas
You partner with a technology pioneer!
CLEAR WiMAX Value Propositions
• Speed: Super fast internet everywhere
• Consistency: At home or on-the-go, CLEAR provides consistent speeds that you can rely on.
• Simplicity: Easy to install. Easy to use. We keep things CLEAR!
• Openness: CLEAR supported by robust vendor ecosystem
Propose a simple, high quality life for customers!
But our biggest Value Proposition…
“CLEAR is dedicated to providing industry-setting customer service and an unparalleled sales experience.
As such, CLEAR is committed to ensuring that all sales and customer service activities are conducted in a
truthful and legally compliant manner.
CLEAR does not tolerate any dishonest or unlawful conduct, including false or misleading statements or fraud of any kind.”
Unwavering commitment to our customers!
You do the right thing!
Let’s Review…
• Which of the following is not a goal of today’s program?– To share our excitement for the CLEAR opportunity– To teach you to calculate how much bandwidth a customer needs– To prepare you to sell CLEAR today
• How many markets will CLEAR be in by 2010 year end?– 80 markets, covering as many as 120 million people– 35 markets, covering as many as 75 million people– 114 markets, covering as many as 185 million people
Let’s Review…
• Cite two of CLEAR’s value propositions– Speed (SUPER fast)– Consistency– Simplicity– Openness
So What? Who Cares?
Why is this information important to you?
Why is this information important to your customers?
CLEARProducts and Plans
CLEAR products = Choices
Clear USB Modem
Clear Voice Adapter
Clear Modem
Clear Spot
Clear 4G+ Mobile USB
You give customers choices based on needs!
Clear Modem
• Provides super fast internet access via WiMAX– Average download 3-6 Mbps, bursts up to 10
Mbps– 1 Mbps upload on all plans– Unlimited usage
• Move the connection anywhere, anytime: stay online everyday
• Self-installed – no software, no technician• Use with any devices that require internet• Target market = Consumer and small
business (up to 8 employees)
You provide a simple alternative TODAY!
Clear Modem Installation
Optimally position with antenna facing window. Move modem slowly in quarter turns until 2-3 consistent lights.
Amaze customers with the ease of installation!
Clear USB Modem
• Same super fast internet you get at home on the road– Average speed of 3-6 Mbps with bursts of up to
10 Mbps– 1 Mbps upload on all plans
• Go anywhere in our coverage area• Install software and be online in 5 minutes• Works with XP/Vista/Win 7 or Mac OS• Target market = Mobile users and
home/business users
Increase efficiency for local customers!
Clear 4G+ Mobile USB
• WiMAX average speed of 3-6 Mbps with bursts of up to 10 Mbps– 3G speeds vary by area but average 600 Kbps to
1.4 Mbps
• First USB modem to integrate both 4G WiMAX and 3G (cellular) – Connects to CLEAR’s network when available and
3G service outside of CLEAR coverage
• Works with XP/Vista/Win 7• Target market = Mobile users who travel
outside of CLEAR’s coverage areas
Internet access nationwide!
Clear Spot
• Accessory that allows Wi-Fi enabled devices to access CLEAR’s WiMAX network – Using USB Modem and 4G+ only
• One-time cost of $139.99• Four-hour rechargeable battery life
– Can also run on AC power
• Target Audience: Up to 8 Users– Examples: Student study group, picnic in the park,
day at the beach, mobile coffee shop, etc.
Become a walking hotspot!
Clear Voice
• Plug it into your Clear Modem and talk all you want
• One low monthly service price ($25.00)• Unlimited calls to anywhere in the US,
Canada and Puerto Rico• Great low International rates• Extraordinary Features
• Target Audience: CLEAR home internet
users and small businesses
Simple, all inclusive, consumer voice solution!
Features
Ordinary Features
• Caller ID
• Call Waiting
• Call Forwarding
• Basic Voicemail
• Do Not Disturb
• 3-Way Calling
• E911 Compliance
• Local Number Portability
Extraordinary Features
• Remote Management
• Advanced Call Forwarding
• Simultaneous Ring
• Voicemail to E-mail
• Call Blocking
• Call Screening & Adv. DND
• Call Activity History
• Secondary Phone Numbers
Everything is included in one low price!
Fax & Analog Lines
• Fax machines work • LNP (Local Number Portability) available• Analog Line Devices work, including
– Credit Card Machines / DirecTV & Dish DVR– “Rule One”: Use Ethernet first– Requires *99 Dial Prefix
• Alarm systems: NOT recommended, NOT supported
Building a more robust Voice offering!
Requirements & Conditions
Requirements
• Existing CLEAR Broadband• Analog Phone - Preferably a
5.8 GHz Multi-Station Cordless• Minimum CINR/Cheetah ≥ 8• Call quality and RF quality are
directly related. If our customer has poor wireless signal, they will have a poor voice experience.
Conditions
• Power Required – will not work during power outages without backup power
• Dialing Restrictions• No 900/976• No inbound collect calls
• Wireless number porting available • Rate Centers must match
• White Pages listings• Ported numbers retain listing• CLEAR numbers NOT listed
Set proper expectations for customers!
Let’s Review…
• What is the primary function of the Clear Modem?– To provide VoIP telephone capability– To allow internet access for multiple computers at the same location– To provide internet access via WIMAX
• True or False: You can only access the Internet in CLEAR WiMAX markets?– False! You can access the Internet via 3G with the 4G+ Mobile USB
Let’s Review…
• Which of the following features is a Clear Voice extraordinary feature?– Call Forwarding– Do Not Disturb– Voicemail to Email– E911 Compliance
• True or False: Alarm systems are OK with Clear Voice?– False!
Adding Voice adds $$$ to your business!
So What? Who Cares?
Why is this information important to you?
Why is this information important to your customers?
Plans and Promos
Home + Mobile + Home Voice
Simple, cost effective solutions for anyone!
Additional Terms
• Two-year agreement or no commitment plans– $35.00 activation on no commitment plans, including Voice– Activation waived on two-year agreements, including Voice
• ETF:
All Plans $120 pro-rated down by $4 per month
4G+ Dual Mode $200 pro-rated down by $8 per month
Voice Plan $50
• Clear Voice available with Clear Modem only
The devil is in the details – know them!
CLEAR Professional Services
• Designed for customers that require value-added services from their broadband provider
• Include “professional class” features most requested by businesses and government agencies
• Provided at no additional cost over and above base rate plan
Features
• Static IP Address – One static IP address free of charge for each CLEAR modem (fixed modems only)
• Port Security – Usage and access can be restricted based on port number assignment of application used. Port security can be enabled in one-way or two-way configurations (fixed modems only)
• Anytime Technical Support – Available to help customers 24 hours a day, 7 days per week
Features
• Service Level Agreement – CLEAR Professional Services come with our commitment to quality and a robust set of service performance guarantees
• Volume Discount Policy – As customer’s broadband needs grow, they may qualify for discounts on monthly recurring charges
• Network Maintenance Notifications – Customer is notified in advance when proactive network maintenance may impact them
Selling and Retaining Customers
The Sales Process
Close business – make $$$!
Get In
Get Interest
Get Info
Get Ink
Get Income
Get Involved
Engage the Prospect
Pre-Qualify
Ask for Referrals
Follow-up
Ask Probing Questions
Present Solutions
Handle Objections
Close the Sale
Get In! (Engage the Prospect)
Use a TRAFFIC GRABBER to stop them:
How do you like your _______ ? (BlackBerry or other device)
• It’s not just what you say, it’s how you say it.
• The “personality factor” cannot be overestimated in successful traffic grabbing.
Talk so they don’t walk!
Get Interest! (Pre-qualify)
Have an elevator pitch!
• Concise, clear summary of our products/services• Includes key customer benefits• Can be delivered in the time span of an elevator ride
(~30 seconds)
Once the prospect is ‘hooked’ – pre-qualify their address
Entice them with a pitch-perfect opener!
Get Info! (Probe)
Ask Probing Questions:
• “When you travel, where do you travel to?” (need for mobility)
• “For what purpose do you use the Internet?” (establish the plan)
• Make sure your questions are open-ended and lead you closer to the close.
Identify the Customer’s Gap!
Get Ink! (Handle Objections)
• There are four steps to handling objections:
1. Listen to prospect’s objection
2. Acknowledge the objection
3. Explore to undercover true objection
4. Respond to the objection
• We refer to this as the “LAER” process
Get to the bottom of a customer’s true objection!
Get Ink! (Close)
Ask for the Sale:
• Assumptive close: The customer has made a buying decision. For example, “Will that be MasterCard or Visa?”
• Summary close: Review the benefits and the package the customer is purchasing.
• Trial close: If you think the customer is ready to purchase, go ahead and ask a little earlier in the engagement.
Ask for the business – Everyone wins!
Get Income! (Referrals)
• Always ask for referrals• Should be considered an integral part of your overall
compensation
Grow your business – more referrals can mean more commissions!
Get Involved! (Follow up)
Purpose of 2.2.2.5 Tracker• Reach out at 2 day, 2 week, 2 month and 5 month time frames• Have your customers at your fingertips• Answer questions• Get referrals and customer’s unique referral code• Build relationships
Keep your business!
Let’s Review…
• The “Get In” step of the sales process refers to what?– Getting direct mail to the prospect’s home– Engaging the prospect– Asking probing questions– Getting referrals
• True or False: There are no referral fees paid for new Monthly customers.– FALSE!
• The purpose for the 2.2.2.5 Tracker is to…– Answer customer questions– Get referrals– Build relationships– All of the above
Simple product, simple sales process!
So What? Who Cares?
Why is this information important to you?
Why is this information important to your customers?
WiMAX Sales Order Entry (OE) andClearwire Queues (CQ)
Order Entry Process
Step 1: Login
Step 2: Pre-qualification
Step 3: Credit check
Step 4: Select service plan
Step 5: Complete the sale
Step 6: Add services
Get credit for the sale!
Enter Username and Password, then click “Login”
Start the order process!
Sales OE Training Site
Practice entering an order!
X_
Clearwire Queues (CQ)
• Credit Queues• Customer Lookup Tool• Inventory Audit• AR New Equipment Request• Feedback• Fraud Review
Handle exceptions and get information!
Inventory Audits
Do it weekly – keep your consignment!
Program Summary
Here is what we talked about:
• Who we are• What we are• Our vision for this market• What sets us apart• Our products• The rate plans• How to approach customers• How to enter an order
So, how did we do?
Our Goals Today:
• To share our excitement for the CLEAR sales opportunity
• To demonstrate how easy it is to sell the CLEAR solution
• To provide enough basic information to allow you to begin selling the CLEAR solution TODAY!
So, how did we do?
What would you like to take away from today’s training?
ROI
You’re on your way –thank you for attending!