TWO by TWO
Proven system, live by, got to do this. If you don't you are subject to back charges.
Call the customer 2-days after they're installed. Call the customer 2-weeks after they're installed. Call the customer every 2 months after they're installed... ... For 2 years.
First 2x2 - 2 days =
Ring...Ring...Ring... Hello, my name is Harriet from SelectChoiceTV.com, your TV company. I have a couple of questions for you to make sure that we've taken care of your needs. Was the technician on time? Was he dressed professionally? Did the tech clean up after himself, aside from equip boxes and old dish? Was tech courteous? How would you rank him from 0 to 10 with 10 being the best? Did he fully educate you on how to use your system? Did he leave 5 business cards in the home to call us (local #) if you have any problems? What is the # that he left you? Did he tell you not to contact the 1-800 number if you have problems, just call the local #? Did the tech tell you NOT to change your billing method so that you don't get charged for HD? Basically, do not remove credit card auto pay or paperless billing or you will lose your $10 credit for FREE HD. Did the technician tell you that you should NOT lose your satellite signal for anymore than 40-minutes per year? Did the tech tell you that if you know someone else who wasnts service, to make sure that you call us directly and we will give you between $50 and $100 for the referral if they become our Dish Network or DirecTV customer? Did he but a sticker label on the receiver (dish on remotes too) with local number? Did the tech charge you anything for any additional work? if so, how much and for what? Did the tech tell you and remind you that you have a 2 year agreement and that you cannot downgrade service or receiver count or receiver type during the first year? Please put our local number in your phone, on your fridge, so you always have it. I just want to remind you to cancel your premium channels before 2-months so that you don't have to pay for them. Call us or email us and cancel your premium channels. Ask for Courtney or your Customer Service Rep. How do you like the service so far? How do you feel about our company so far? Would you recommend our service from SelectChoiceTV.com to somebody else? Do you know anybody at work, any neighbors, family, friends, anyone in the United States that could save money on their cable bill, or is looking for TV service? Give them my number, and you can give me their number, we'll get you a discount on your service. Some people don't pay a cable bill because they've referred us so many customers. What was your previous service before we switched it over? What is your email address? What is a 2nd telephone number that we can contact you? An emergency # can be a work # or a neighbors # or anybody elese that you know in the United States. I just wanted to tell you how much appreciate you as one of our valued customers. With our company, SelectChoiceTV.com, you are not just a customer, you are our family and we treat you as such! I would like for you to take my office # and extension so that I can assist you personally when needed. Do you have a peice of paper and a pen to take down my #? Here it is: (352) 553-4921 When you call me, your NOT speaking to a computer, or calling outside the country to someone who doesn't care, you'll get me, and I care, a lot. Do you know if anyone cancelled your previous TV Service? Were you going to cancel the previous TV Service? Did the technician give you his personal # to call him directly? Never call the technician directly because we book the tech on appointments and if you make any appointments with him, he will not be able to go because he will be double booked. This is a major no-no. Always call us directly.
2x2 Call Script
Always smile when calling a customer. Before you pick up the phone, think of a funny joke or movie or some other funny moment in your life that makes you smile. Copy and paste this comment into the notes of your customer and answer the questions into DishStar as they answer the questions that you ask them. Make this a fun project. Have fun doing it. And remember, you want to get referrals, so ask for them and be prepared to write them down and close more sales.
Thank you for ordering satellite from SelectChoiceTV.com. We appreciate the opportunity to serve you. I just want to ask you how the technician did at your house. Did the tech clean up after himself? Did the tech arrive on time? Did the tech explain to you how to use your satellite system? Did the tech charge you anything additional monies? Did the technician tell you that you are under a 2-year contract and you cannot cancel or downgrade your receivers for any reason? Did the technician put labels on all of your receivers with our telephone numbers on it? Did the technician leave you with 5-business cards? Did the technician give you his personal telephone number? Did the tech explain to you that you should never ever call the 1-800 # and only call us at: (352) 610-8400. If you don't, you will VOID your FREE Lifetime Technical Support. How would you rate the tech on a scale from 0-10 with 10 being our friends and the best and 0 being the worst? Is there any additional feedback and/or construc that you witive critism that you would like to offer at this time? Would you reccomend AboutSatellite.com to your friends and family? Can you reccomend anybody to me right now? If you do refer us, you may be eligible to receive $100 and and the same goes for the person that you refer. Remember that we also sell, install and service Custom Home Theater. That means that we sell and install TV's, Stereos, Speakers, Home Automation and more. Please keep us in mind for the next time you want to install a TV and hang it on your wall.
I would like to thank you for being our valued customer Please store our telephone number in your cell phone. Ready? Here goes: (352) 610-8400. Thank you and have a great day!
Make sure all telephone numbers are filled. ALL PHONE SLOTS. PERIOD. Work #, cousin's #, sister's #, etc. Just GET IT. If their previous TV services were NOT cancelled, help them cancel old services.
Second 2x2 - 2 weeks.
Make sure they're still happy? Everything doing well? Notice the better picture? etc. Any questions you might have for me? I want to make sure you're being taken care of. Do you know anybody else who could benefit? I'm really trying to get your bill down. I'm trying to work for you here. Do you know anybody? Here's some extra business cards.... Remind the customer that they are under a 2-year agreement and they cannot cancel service no matter what. Remind them to always call us if they have any problems, questions or concerns and verify with them that they have the correct local # and NOT the technicians #. Did you remember to cancel your premium channels? Would you like for me to put in a ticket to have them canceled within the next 3-days so that you do not get charged?
Keep plugging for referrals.
Making a referral sale. Below is a list of chargebacks: DirectTV $55 Dish $50 Still counts as a full sale for Bonuses.
Some people don't work the, "Lowering your bill" angle when asking for referals to avoid the chargeback on referrals.
If someone DOES come up to you with their friend's account number, do NOT be unethical! Set them up right!