vB Easy Archive - Tips for getting features

Pages: 1

Tips for getting features
(Click here to view the original thread with full colors/images)

Posted by: Argon4k

I'm just curious what everyone here does to get features added to their activations/upgrades? Upgrades seem to be more difficult for a lot of people to get features on since a lot of the time.

Roadside assistance is something that we're told should be added to every account, regardless of whether or not it's a new activation or an upgrade.

What are some of the methods you all use to help get features?

Posted by: smg1976

No "free" gifts for this guy-they just come off as chargebacks. We used to put Roadside Assistance and VoiceDial on every activation, and it came back to bite us all later on.

You've got to build value, instead of saying "this will save you $20 today".

If you start with integrated devices, you can work your way down. With the 8110 at $49.99 after MIR in our market, we're selling out of them as fast as they come in, and the price is obviously way lower than on most non-smartphones. It's a BB feature, plus the 30-day trial of AT&T Navigator, so you end up with at least $40, if they don't get insurance.

Don't be afraid to sell integrated devices to old people-I sold a Pearl to an old lady this week who went on a senior plan, with the BB feature. She had been on PAYG with Alltel, and we even ported in her number. She was happy, and wants to do tethering soon.

Finally, when quoting prices, don't say it's an extra "x" for whatever feature you're trying to sell. If you quote the total price for voice, data, messaging, early n/w, they're thinking about their monthly bill, instead of what an individual feature is going to cost. I always look on their account to see what features they have first, so if they have a Media Works package, for example, I quote the new monthly amount they can expect to pay. Also, at our store, we factor in taxes, so there are no surprises.

Don't be shy to ask for the sale.

At the end of the day, if they have a flip phone, and you go straight for flip phones, as great as they are, there are only so many features you can add to them. If you have to go that route, focus on the Z9, which has AT&T Navigator, which just so happens to need Media Net Unlimited.

With gas prices so high, show people how even without AT&T Navigator, they can check for gas prices in their local area (it can be done!).

Posted by: Malibu21

Those are some really good tips

My manager just started going over some tips that are good as well

Perfect example, Customer wants 2 lines and wants cheap

So my manager lays out all the plans on paper, 700,1400,2100,3000,4000,6000 and says now which one would you like and need, no prices, customer says, well I need the 1400 but how much is it, so he puts down all the other prices first, just to give the customer the idea of how cheap the plan is compared to other people, customer says ok to the 1400 at 90 a month, they he goes here are your three options for the 1400, this one includeds 7pm calling, this one includes unlimited text, and this one includes both, he lays out the prices, 106,120, and 136 respectively, the customer says, I don't need text but I call el salvador with calling cards, my manager says well with 7pm calling you can call them when you get off work, before they go to bed, customer says oh yeah, give me that, and proceeds to pick out phones..

thats how you get features, bundle them with the plan just like smg1976 pointed out, just do the probing, find out what they need and bundle it, even the cheapest customers will fold like paper.

Posted by: drewyehboi

S M A R T P H O N E S & P D A S

Posted by: MrDumbDumb

Though I am not a fan of the view, i have sold 12 in the last 3 days. It is so easy to sell with that i am hoping that the iphone will have mobile tv. I wouldn't buy a vu but it is one of the few features that i don't feel bad about pushing and i push it hard now. Video share is really the only feature i won't push, because it really sucks. If it was a 2.99 feature ok but not a penny more.

Posted by: oneaznriceboi

I use to work for AT&T, but I remember back in the day that I would actually take out my Blackberry and show the customer what I can do on Media net and show them how they can access some of their favorite sites but in the mobile format. Also, I remember last year there were a host of school shootings and I explained how Text messaging was the best method of getting through with one another because of possible system busies. Same goes with national disasters/emergencies. PS I had the highest feature sales every month I was there.
Show them how "cool" Cingy Vid is
But DEMO DEMO DEMO!

Posted by: k.heiner

The most effective tool is to bring together all one price and spout out all of the features. If you start listing $5 gets you 200 texts, $30 gets you e-mail, they see where it adds up.

I will never bring up price until the end of the sale, and I pitch everything from in front of the counter.

When selecting a rate plan "How many minutes do you think you would use between 7 and 7 talking to non-att customers?"

When getting a phone for your child, "Let's make sure they aren't going to get you overages with smart limits." or "The only way to truly avoid overages is unlimited."

When adding navigation, put road side assistance.

Also, use ringback on your COU, and you can get them a buck at a time.

Talk to your RDM, they will show you everything you need to know... and they can help you adjust your sales pitch based on what you do and don't sell. That's their job, and it helps you get paid! Last month I sold 3,800 in net features, and the month prior I was at 2,700. That's more than a grand increase with the help of my RDM.

Posted by: dalynqwent

I try to stay away from regular telephones hands down. PDA's and Blackberry's are what I push... And it's not a lot of flack considering I work in the WAS/BAL market.

New activations are easiest to get features on, but like the first guy said, it's harder to get the feature off of upgrades, especially ones who already have Blackberry/PDA plans or Unlimited text messaging.

Easiest way to get features off of those upgrades is to make sure you analyze their plan first before doing it. Make sure they are not overpaying or in some instances, underpaying. Sure, a customer won't like to hear that they will have to pay 5 more a month for the same exact service, but what about that line they just added that has unlimited text?? And they have unlimited text too?

30 dollars in features off one opp.

Also, we all know every customer doesn't want/need MEdia Max or Unlimited text messages...

So I include the price with the "essential feature bundle" lol...

Insurance, Road-Side, 200 Text, Early Nights and Weekends = 21.97 per opp.

Posted by: Palm2BB

Interesting. Some helpful tips. Thanks guys!