1. Exede High Speed Internet Inbound Call Training

2. Types Of Internet Dial-Up DSL Cable Fiber Satellite Cellular WISP
Phone Line/Cellular
Phone Line
RG6 Coaxial
Fiber Optical Cable
Satellite - Satellite
Tower – Device
Tower - Device

3. Understanding Internet Speeds
Dial-Up = 56kbps
4G = 1-5mbps
DSL = 1-6mbps
LTE = 12mbps+
Kilobits
Megabit
Gigabits
1,000Kbps = 1Mbps
1,000Mbps = 1Gbps

4. WHY? Do people buy something?
There are only 2 reasons: For Pain or for Pleasure -We must find out why the customer is calling -Your script is designed to guide you and the prospect through finding out their “why” -We know why they are calling already and this training will teach you as well!

5. Who’s Calling? No Internet Frontier DSL
(make sure to ask all frontier customers if it is a coming from a phone line or a satellite)
-just needs to afford it and pass credit check -typical plan is 3-6mbps but they call and tell us its worse at their home… -bad connection, no more ports, end of the line, disconnecting me, running below 1mbps, not getting service calls, cheap

6. Who’s Calling Frontier Satellite
(Make sure to ask all Frontier customers if it is a phone line or if it is a satellite that they have with frontier.)
Frontier goes to a ‘dial-up’ speed after they use their GB of data plan, cant even use it or access web pages
3-6 second lag for video games, not good for video games
Typical plan is 5GB of anytime data, and 5GB of nightime data 2am-8am

7. Who’s Calling HughesNet
-Hughes goes to a ‘dial-up’ speed after they use their GB of data plan, cant even use it or access web pages
3-6 second lag for video games, not good for video games
Typical plan is 10GB of anytime data, and 50GB of nightime data 2am-8am

8. Who’s Calling
DishNet
DishNet goes to a ‘dial-up’ speed after they use their GB of data plan, cant even use it or access web pages
3-6 second lag for video games, not good for video games
Typical plan is 10GB of anytime data, and 10GB of nightime data 2am-8am

9. Who’s Calling
Cellular Hotspots (at&t, verizon mifi, sprint, netzero, verizon home fusion)
Hot spots echarge you more for every GB over your package
OR they slow you down to ‘dial-up’ after you reach your GB, expensive

10. Who’s Calling
WISPs
-Bad connection, not a good line of sight, cant get a signal at my house, disconnecting me, running below 1mbps, not getting service calls, expensive

11. Exede High Speed Internet Liberty Pass Package
1-5mbps Liberty Pass download with no hard data cap
1mbps upload no hard data cap
3-6 second lag for video games, not good for video games
NO OVERAGE CHARGES EVER!
NO DIAL-UP SPEEDS!
BONUS
Customer receives free 10GB bucket of priority speed
-12mbps+ download
-3mbps+ upload
NO OVERAGE CHARGES EVER!
NO DIAL-UP SPEEDS!

12. Exede High Speed Internet

13. Exede High Speed Internet Startup Costs
1st months Bill =
Exede.com activation fee=
IGOW wireless install fee=
Router fee =
$69.99 Enter zip code at exede.com $49.99 $50 OR $5/12months
1st month $69.99
Exede.com $49.99
Router $49.99
IGOW $49.99
TOTAL = $ up front one time (includes first 30 days of service and all other fees except for tax)
$69.99/monthly every 30 days after install if buy our router for $50 or have their own
$74.99/monthly every 30 days after install in lease our router for $5/12 months

14. Our Advantage Is Clear
1-5mbps Liberty Pass download with no hard data cap
1mbps upload no hard data cap
NO OVERAGE CHARGES EVER!
NO DIAL-UP SPEEDS!
Competition is charging overage
Competition is slowing to dial-up

15. https://youtu.be/2jzeKNVSUQ0
Watch You Tube Video

16. Exede.Com Type in www.exede.com Click on residential top left
Enter zip code middle of screen
Scroll down and look on right side bar of screen until you see “limited time offer”
Click to expand
You will see the exede.com fee at this time

17. Review Script Trainer is customer Trainer simulates phone ring sound
Trainee answers using phone script
Trainee only reads one line
Trainer responds
Next trainee reads next line of the script
Go around room until complete with script
Repeat 2-4 times and head over to the phones for job shadowing and trial calls!!

18. Online Training Sales and Customer Serivce training:
Visit
Select member login
Enter your login information
Select sales, dispatch, or installation training
Review and complete ALL items on the page for your selected role