Sales Call for Fiber Guideline
Policy & SOP
Author: Chris Bratcher
Date: September 2024
Updated: August 2024
Call Pick-Up Introduction:
Answer the initial customer call
- Introduce yourself
- Confirm the customer is looking for internet service
- Obtain the customer’s address
- Determine if the service they are looking for is Fixed Wireless or Fiber
What Project are they a part of:
- Determine which town/county they are part of and direct them to that website.
- If they are unable to visit the website, if you have time you may fill in the information for them and set up the account, but they will still need to sign the ROE themselves when they can.
- https://gobertram.com/baileys-harbor-sign-up-landing-page/
- https://gobertram.com/clay-banks-sign-up-landing-page/
- https://gobertram.com/riverview/
- https://gobertram.com/town-of-gibraltar-sign-up-landing-page/
- https://gobertram.com/sister-bay-sign-up-landing-page/
- https://gobertram.com/random-lake-sign-up-landing-page/
Do They Need Additional Help:
- Ask the customer if they are on a private road, part of a Homeowners Association, or part of a Condominium Association.
- If yes, kindly explain that they will need to reach out to Kassie, the specialist for these situations.
- Either by transferring to her extension, 1002, where she will answer if available, but voicemail may be required
- Or at the email address in the FAQ.
- If yes, kindly explain that they will need to reach out to Kassie, the specialist for these situations.
- If they are on a public road, direct them to the sign up button on the site and have them fill in the information on the page.
- Once they sign up, look up their account in Powercode and help walk them through logging into their account and signing the contract option they have chosen.
Router Requirement:
- Once they are all signed up, they will need to get a router to make things easy once the fiber becomes available.
- We don’t have any routers we are able to recommend, but we have guidelines.
- Dual or tri – band router with no modem. Needs to be a standalone router, preferably WIFI-6
- Make sure the router is capable of covering the square footage of the house.
- Make sure the router is capable of handling speeds up to 1 Gbps
- Some ‘top brands’ – Linksys, ASUS, Netgear, TP-Link
- Mesh system may be better if over 2000 sq. ft.
Final Steps:
- Once the fiber installers are ready, they will contact you to schedule a walk-through and discuss the route the fiber will take to the home.
- Afterward, another appointment will be made to connect the fiber to your home and start up the service.