Simplified Wireless Sales Call Script

Sales Team Customer Interaction Call Script

Policy & SOP

Authors: Chris Bratcher, Mark Will

Date: September 2023

Updated: August 2024

Call Pick-Up Introduction:

Answer the initial customer call

Can We Provide Service:

Use Tower Coverage at https://www.towercoverage.com/
Username: noc@bertramcommunications.com Password: noccon1995
Add the address in the top right search bar, select the correct one, and press search
- After it loads, make sure the green pin drop is on the correct house
- If the pin drop is in bright green, full send and schedule an install
  - Unless it’s obvious and they are surrounded by trees and would need a tower
- If outside of the bright green, escalate to Chris for a better idea of if we can get service.
No: There are hills or trees that will block the signal.
- Explain what is in the way so they understand why we cannot provide service
Yes: It looks like we have a promising line of sight to your house.
- Please know that there is always a chance that it could fail at installation

Speed And Pricing:

No Contract vs Contract:

No Contract includes:
- 1.5 hours of labor (anything over is $125/hr)
- 75’ of cable (anything over is $1/ft)
- One-time installation fee – $59.95 ($79.95 for Commercial)
- One-time $10 Equipment Rental fee upon successful installation

2-year Contract includes:
- Price is locked in
- 3 hours of labor (anything over is $65/hr)
- 150’ of cable (anything over is 50 cents/ft)
- One-time $10 Equipment Rental fee upon successful installation
- 5ft or 10ft tripod w/mast (if needed)
If needed – non-penetrating mount is $200
- Flat roofs often need a non-pen mount

Routers:

The router is the only thing we don’t supply, do you have one?

No
- Customers may ask where they can get a router
  - You can get one from Walmart or any office supply store, or even order them online.
- Customers may ask for a recommendation of routers
  - Provided them the: Customer Router Recommendation Guideline pdf
Yes
- As technology keeps getting better, it’s best to replace your router about every 5 years.

Set Up the Customer Account:

Double-check that the customer is not already in the system or we didn’t service their address in the past. If not, create their account.
Must sign no-contract or 2-year-This must be done before we can schedule an installation
- To add a new service, simply navigate to the “Services” section and choose “Add Service”. You can then select the desired monthly internet rate and click “Add”.
- Next, choose “Add Services” again and include the protection plan rate under the monthly option.
- To select the contract, go to the “Overview” section and choose from various contract options. Click “Add to Queue” once you’ve made your selection.
- The customer will now have to log into their customer portal in order to sign the contract.
  - Customer portal information is found under “Contacts” in the “Overview” section
  - Click “Edit”
  - Portal Username should be their email address
  - You have to create their password. Usually make it their 10-digit phone number
  - Every company in Powercode has a different customer portal website. Have the customer log into their portal using one of the following
    - Bertram = billing.gobertram.com
    - DCB = billing.doorcountybroadband.com
    - XL = billing.xlbroadband.com
  - Once logged in, they will see “View Agreements” in the highlighted yellow section
- Once they’ve signed, you can confirm by refreshing Powercode. The contract expiration date will be updated under “Overview”.

Scheduling & Billing

Under the “Jobs” option, click “Create a job”
You will need to complete the required information
- Type = Install
- Template = Installation
- Job Notes Template = Installation
- Notes = Fill out the required information
To schedule a job, begin by selecting today’s date located in the bottom left-hand corner
- Look for open slots on Tuesday-Thursday
  - Always try to schedule a week out unless the customer is requesting earlier. If requesting earlier, make sure the drive time is reasonable and the job is in the same area as other jobs
- Once you’ve identified a suitable time and slot, drag the job from the workbench to the desired slot
- Lastly, ensure that there are no overlapping jobs in the schedule
- Make sure the time and date works for the customer
Click on the date at the bottom again and select the save option (looks like a floppy disk)
Please advise the customer that they will get a 30-minute call ahead from the field services the day of
Email link to customer portal or if by a computer, give them login info
Go over invoice dates, billing, and any questions they may have
- Set up auto-pay if the customer will allow it
  - If not, they can set it up in their customer portal
  - If they do not want to set up auto-pay, explain how invoices are emailed on the 1st of every month and payment is due 10 days later
  - If choose to pay by check, there is a $2 check processing fee

Customer Initial Installation Billing Information:

The customer is required to pay the installation fee if they elected the option No Terms.
Otherwise, the customer is required to pay the following:
- One-Time Equipment Rental Fee
- The First Month Payment
After installation, please note that it is the customer’s responsibility to immediately:
- Log into your customer portal and make your payment
  - By credit card
  - By Check
    - Noting there is a fee for this paper option

Updated on January 13, 2025

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