Small Business Workshop

Go BIG in Small Business!

Sheryl AndersonEvan Kita

March 8, 2012

Small Business – SF Metro Agenda 1030 – 10:40 a.m. – Introduction and SMB Video

- Review 10:40 – 11:00 - Tools for SMB

- How do we sell and position SMB?

11:00 – 11:15 – Closing the Sale- Closing Techniques- What’s your “pitch selection”- Role Playing using tool + close

11:30 – 11:45 - Tracking and Following up with Leads

11:45 – 12:00 – Commitments from You- Expectations, Time-Frame, and Follow-Up

“The greatest thing about small businesses is the growth opportunity. As the small business grows, we grow with them.” - Mike Schwager

Video-Go Big with Small Business

**Take Notes:

1. Verizon wants them. AT&T wants them. So does Sprint. The top companies in wireless are going after the most valuable postpaid customers in the industry: business customers. Why T-Mobile?

2. What 3 things will we focus on?

3. So how will T-Mobile stand out from the crowd? The answer is simple: YOU.

Small Business video from Matt Millen VP of Small-Medium Business Saleshttps://community.t-mobile.com/videos/4681

Small Business Action Plan STOP

- Making Excuses- Being Passive

START/CONTINUE- Asking every customer, every time about where they work

- Tracking and passing leads as necessary - Follow-Up with leads

SMB Statistics and Information 70 million Americans work for or own a

small Business, ~10% of the population own a SMB

Small businesses spend an estimated $29.1 billion on mobile services each year

Most affordable plans $49.99 and $69.99 Sprint $99.99 (Savings $50/$30) AT&T $114.99 (Savings $65/$45) Verizon $139.99 (Savings $90/$70) Americas Largest 4G Network

How do we sell it? Ask every time, every qualified

opportunity- 1 in 4 customers are a potential SMB customer!

Focus and use an effective Sales Pitch Consistency is key! The more times we

offer the product the more sales we will close.

Be prepared to handle rejection.

How do we sell it? cont. What’s your pitch?

Hook Discover Questions

Direct – Personal or Business Account

Business Name on Card

Do you have friends or family members that can benefit from this service.

Key Phrases for Sales Pitch Use key phrases or words when asking questions.

What do you do for a living? Have you seen our new SMB plans? Do you own your own Business? Do you know T-Mobile SMB plans and phones

could be a tax write off? Do you have any friends or family members

that own or work for a small business? Referral Program ($25 Credit) People hang out in similar groups (SMB people know

other SMB people) – WORD OF MOUTH

Tools to Use (on the spot) SMB Hot Sheet

Give Customers a Brochure w/ contact info

Collect Customers Information Enter the lead and conversion account information into the

tracker ASAP

Know the “Buying Signs”

SMB Activation Steps Collect the proper Documentation

ID or Passport (make a photo copy) # of lines, device and plan information

Call 1-888-310-8369 Ask for BUSINESS VERIFICATION Run Credit for Customer

Approved: Warm Transfer to Business Activation to complete the transaction

Denied: Business Verification Sheet (community) PCR Override if needed Personal Guarantor

SMB Plans and Promotions

-No Activation Fee, 5 GB Data Cap, 2YR Contract Req-No EIP, Full Price for Device

- Tax Write Off-$100 MIR for Nokia Lumia 710, BlackBerry Curve 9360, LG myTouch T, or LG myTouch Q

VALUE PLAN

Plan Names

Talk + Text MRC

Talk + Text + DataPremium 5GBMRC

Talk + Text + DataPremium 5GB with BIS/BESMRC

Small Business Unlimited Value – Premium

$34.99$49.99 ($34.99 rate plan + $15.00 standard data feature)

$59.99 ($34.99 rate plan + $25.00 standard data feature)

Small Business 1,000 Minute – Value

$24.99$39.99($24.99 rate plan + $15.00 standard data feature)

$49.99 ($24.99 rate plan + $25.00 standard data feature)

SMB Plans and Promotions cont.

Classic SMB Plan

- 2yr Contract- Discount on Handset- No EIP

SMB Plans and Promotions cont.

- 2YR Contract Req- Multiple Lines- Discount on Handset- Add Data and Features

Tools to Use (tracking and referring) SMB Community Page

Binder contents https://community.t-mobile.com/docs/DOC-20531

Anything and Everything SMB https://community.t-mobile.com/community/sales_home/

small_business

Lead Tracker https://community.t-mobile.com/docs/DOC-20464

Lead Referral http://infonet.t-mobile.com/sites/sales/SmallBusinessLeadTracker/default.aspx

Lead Information Captured What the Business Does:

Number of employees at the business: Number of mobile workers

Number of lines requested: Reasons for coming to the Store: Particular products or plans they were

interested in? How soon are they looking at making

a decision?

• What wireless provider do they currently use?

Are they looking at porting their lines or do they want new numbers?

Name of owner: Name of person to contact if not the

owner: Phone number of the business: Phone number of the contact person: best time to call them: Address of the business: FEIN# (Fed Employee ID Number):

Contact Details Business Insights

Customer Status Customer Interests/Needs

Gathering Insights is

key to close the

deal!

Tracking and Referring Leads cont.

- Update every Friday- Follow up with leads and enter into the automated tracker online

What T-Mobile Means to Small Business

America’s Largest 4G Network

Innovative, Easy-to-DeploySolutions

Part of a Large Global Organization

Network Coverage and Quality

A Focus On Value

Exceptional, Dedicated Account Service

Conversation Exercise+ Closing the Sale

*See instructions in binder

Commitment Name 2 things you will Stop Name 2 things you will Start/Continue What are your top 2 favorite hook

discovery questions? Name 2 items/phrases/tools you want

to show/coach to your team

Q & A

THANK YOU!! Sheryl Anderson– SF Metro SMB Champion Sheryl.Anderson@T-Mobile Store: Van Ness 415-561-0566

Evan Kita– SMB Champion (Chestnut) Evan.Kita@T-Mobile.com 415-447-3271

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