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- 1. Preorder Forms DAY 1 Month 1 BLOOD NUMBERS
- 5. CLEAR Mission Statement Empower a smarter, more connected world with the fastest, most cost-efficient, and highest capacity 4G network – enabling people everywhere to have the magic of the Internet with them all of the time.
- 6. Who we are Energetic young company passionate about how people access the internet Brain child of wireless pioneer Craig McCaw WiMAX will cover as many as 120 million people with true broadband mobility across 80 markets by the end of 2010 Strategic investors include Intel Capital, Comcast, Sprint, Google, Time Warner Cable, and Bright House Networks New CLEAR WiMAX Launch by 2009: Portland, Atlanta, Las Vegas, Philadelphia, Chicago, Dallas, San Antonio & Austin + Conversion markets
- 9. Fraud Policy “ CLEAR is dedicated to providing industry-setting customer service and an unparalleled sales experience. As such, CLEAR is committed to ensuring that all sales and customer service activities are conducted in a truthful and legally compliant manner. CLEAR does not tolerate any dishonest or unlawful conduct, including false or misleading statements or fraud of any kind.”
- 10. CLEAR products = Choices Clear USB Modem Clear Voice Adapter Clear Modem CLEAR Spot CLEAR 4G+ Mobile USB
- 12. Clear Modem Installation Optimally position with antenna facing window. Move modem slowly in quarter turns until 2-3 consistent lights.
- 22. Combination Plans and Promos
- 23. Pick 3 Unlimited DL: No Speed Cap/UL: Up to 1Mbps Unlimited Usage/Unlimited Local & LD Choose One: or Home + Mobile + Home Voice Home + Mobile + Mobile
- 24. Pick 2 Unlimited DL: No Speed Cap/UL: Up to 1Mbps Unlimited Usage/Unlimited Local & LD Choose One: Home + Home Voice Mobile + Mobile Home + Mobile
- 31. CLEAR Referral Program Note: Limit of 25 referral rewards per year per customer (any combination of Clear365 and AMEX rewards). New Monthly Customer CLEAR Customer $ 15 New Customer $ 10 New Contract Customer CLEAR Customer New Customer $ 10
- 34. WiMAX Sales Order Entry (OE)
- 35. Order Entry Process Step 1: Login Step 2: Pre-qualification Step 3: Credit check Step 4: Select service plan Step 5: Complete the sale Step 6: Add services
- 36. Enter Username and Password, then click “Login”
- 52. 2.2.2.5 Tracker
- 55. Login Page Log in using your OE login credentials
- 56. Initial Screen Use drop down to select a date
- 57. Main Page Here are customers sold two weeks ago Click on “View” for details
- 58. 2.2.2.5 Tracker Enter who was spoken to, check appropriate boxes and add notes as needed One can also email the customer directly
- 61. Referral Info If the referral box is checked, more fields will pop up for names and numbers of the people the rep needs to call
- 62. Follow-up Completed When finished, click “Submit”
- 63. Adding a Customer To add a customer to your Tracker that you did not originally sell, select “Customer Search” and type in Customer ID
- 64. Adding a Customer Select timeframe and click “View”
- 65. Adding a Customer If customer has not been called on before at this interval, customer info screen is shown
- 66. Adding a Customer If customer has already been called on at that interval, an error message will be displayed
- 67. 2.2.2.5 Tracker Referral Report will list all referrals entered into the Tracker - submit date range to see calling list
- 68. 2.2.2.5 Tracker Search will pull up sales rep’s customers only
- 69. Demos
- 72. CLEAR 4G+ Mobile USB Installation 3 2 1 6 5 4
- 76. You’re on your way – thank you for attending!
Notas del editor
- (Have Clear 365.com playing as everyone enters. Mention to the class that the music they heard playing at the beginning of this session was streamed directly from Clear365.com. Consider including links to CLEAR ads on YouTube prior to markets launching, to give them a flavor of what’s coming.) Suggested welcoming script: “ Welcome to CLEAR Essentials . My name is __________ and I’m excited to be here in [City/Market] to share with you the great products and services that are currently available from CLEAR. Before we launch into the content, let’s do a quick round of introductions . Please tell us your name, the name of your business, and share something interesting that no one would know just by looking at you. I’ll start. [Class Introductions] Great – for the next hour I will cover CLEAR, the company, our products, pricing and sales process. After that, you will have the option to stick around a see demonstrations of our products, the Order Entry system and the Clearwire Queues (CQ) system. Now, let’s get started.” * Please note that time cited is a suggested estimate, and will vary depending on such factors as number and duration of breaks, number of participants, participation level and level of familiarity with the content covered. Session Time: 90 minutes*
- Ask the group what they would like to take away from this session.
- Review slide.
- “ Has anyone heard of Craig McCaw ?” The following are things to listen for in the responses, as well as a bit of company history. The facilitator is not necessarily to cover all of this info but rather to draw from it to build credibility. The points cited on the slide are sufficient unless additional discussion occurs. He took over his father’s cable company in the 1980’s and grew McCaw Cable Vision to the 20th largest cable carrier in the US. After acquiring MCI's cellular segment in 1986, McCaw sold the cable company to Cooke Cablevision (now part of Comcast). In 1994, McCaw sold Cellular One to AT&T for $11.4 billion, and the company was renamed AT&T Wireless. AT&T Wireless was sold to Cingular in 2004 to become the nation's largest wireless carrier. He then became a significant investor in Nextel Communications, and in the late 1990’s began quietly acquiring spectrum in 2.5 to 2.6 GHz range. In 2004 he acquired a company out of Dallas called Clearwire that was building service in Jacksonville, FL. Clearwire launched service there in August 2004 with Motorola’s Expedience standard (a WiMAX precursor, since the WiMAX standard was not ratified until 2005). In May 2008, Clearwire and Sprint agreed to combine their next-generation wireless broadband businesses to form a new wireless communications company. Sprint was the largest spectrum holder in the WiMAX frequencies and Clearwire was second – but neither one alone could build out a nationwide WiMAX network efficiently. Sprint’s WiMAX division was called XOHM. The new company, named Clearwire, is focused on accelerating the deployment of the first nationwide mobile WiMAX network. Five innovative technology, content and communications leaders - Intel Corporation, Google, Comcast, Time Warner Cable and Bright House Networks - have collectively invested $3.2 billion into the new company. L et’s Be CLEAR! When we introduce CLEAR to prospective customers, how we speak is just as important as what we are actually saying. With new WiMAX technology, we have new ways of talking about our innovative products and services! Our mission is clear: To provide super fast internet everywhere. So whether you’re at home, in the car, on the tram, or even riding a Ferris wheel, you can always be connected to your life online. Although the legal name of the company is “Clearwire,” the public-facing name and brand are both “CLEAR.” P ortland, OR was CLEAR’s first WiMAX market , and XOHM’s was Baltimore, MD. IMPORTANT TO HIGHLIGHT WIMAX/Conversion markets on the list (not just new WiMAX markets). Plus select markets converting from Expedience to WiMAX. Be prepared to discuss the partnerships of Strategic investors.
- Don’t sell technology just for technology’s sake – sell quality of life. Write each of four bolded CLEAR’s Value Propositions on a flipchart as you explain them : Speed: CLEAR provides a consistent, high-speed connection everywhere in our coverage areas. However, we may not necessarily always be the fastest. For example, a Verizon wireless card supports 700kbps to 1 Mbps and CLEAR supports up to 4Mbps – so CLEAR is definitely faster. However, DSL can provide 6Mbps, with bursts of 12-16Mbps. Until, that is, all the neighborhood kids get out of school and get on the internet at 4pm in the afternoon – then the speeds drop noticeably due to DSL being shared bandwidth. The point of “burst” speeds is that they provide an interesting marketing angle, but the cable company didn’t actual come out and add more cable to their infrastructure. DSL users are sharing the same bandwidth that was always there, and more users means lower quality of service. Consistency: At home or on-the-go, CLEAR provides consistent speeds that you can rely on. With Clearwire you have a point-to-point connection from your modem to our tower and your speed will be consistent on that connection. Simplicity: Easy to install. Easy to use. We keep things CLEAR! This solution is truly plug-and-play, as you will see later. Theirs is no need for the customer to schedule (and pay for) installation. Openness: CLEAR is supported by a robust vendor ecosystem that will be supplying WiMAX-enabled consumer devices. WiMAX, CLEAR, and these vendors play a huge part in the development of the next big thing! The rapidly growing mobile WiMAX industry is supported by a robust vendor ecosystem, paving the road to the mobile internet. Plans for new WiMAX-enabled consumer devices continue to expand, with more than 80 suppliers providing a range of more than 480 devices from base stations and Clear Modems to Clear USB Modems and handsets.
- CLEAR uses a 4G technology that differs from Wi-Fi called WiMAX, which provides service areas measured in miles, not feet. WiMAX technology was designed specifically for data, and provides: Wider coverage, higher capacity, mobility and a single standard High speed of broadband service Wireless rather than wired access, therefore much less expensive than Cable or DSL and much easier to extend to suburban and rural areas Broad coverage like cell phone network (instead of small Wi-Fi hotspots)
- Have a class participant read the text of the fraud policy from the slide. Reps should ensure that their manager has them sign the fraud policy and that they are familiar with the guidelines. There is a Fraud Group in Las Vegas that works to detect the more “creative” sales types. “ Please remember that if it doesn’t feel right, think before you act. Or talk to your manager to ensure you are making good decisions.”
- CLEAR’s goal is to make sure that every customer gets the solution that is right for them. To that end, we offer several different products and many different pricing and service plans – this allows for many different combinations and therefore many different solutions.
- Here is the Clear Modem . Customers can use this device to turn their desktop or laptop into a WiMAX-ready computer. This modem will pick up signal anywhere in our coverage area. Beyond what is cited on the slide, it is important to recognize that at the end of the day this is still a “mobile” product. It is portable, and therefore can be moved within a house or even from house to house without requiring any new installation. For those users who want to create a wireless network in their house, CLEAR offers a Wi-Fi router or you can source an inexpensive Wi-Fi router that you could recommend to your customers. Note that we will review, demonstrate and practice the installation of the Clear Modem on Day Three of this session.
- In the real world, the customer should always be the one to hook things up to their computer – not the CLEAR rep. Our rep should only handle the modem and the voice adapter, as applicable. Set Up Steps: Install the modem in a vertical position. This ensures proper cooling and polarization. Swing out the stand. It's important to face the modem in a position that maximizes the signal. An optimal location is near an outside window or sliding glass door. Do not place it in a location that can get wet. Plug the electric cord into the jack on side of modem and into a power outlet. There are five lights on top of the modem. The lights indicate the amount of receive signal the modem is receiving from the base station (more lights = stronger signal). The slots on the modem are for ventilation. Do not cover the air vents on the top or sides of the modem as they allow warm air to exit the unit. Plug the Ethernet cable into the modem, and plug the other end into the Ethernet port on the computer. Turn the computer on and launch the Internet browser. Here are a couple questions you might ask during this portion of the install process: “ If I don’t want my neighbor to utilize my signal, what do I need to do?” Answer: Secure it by setting up password encryption. “ I thought you said this was wireless – why do you have all these wires?” Answer: The signal from the tower to the modem is wireless. There’s no need for a wired phone line or cable or fiber lines running from outside to inside the house. The potential benefit is greater flexibility if you ever wanted to move the modem.
- Clear Modem Installation Troubleshooting The first step is to know your local towers’ locations. Position the modem with the antenna facing a tower, near a window if possible. The modem receives the strongest signal along the flat edge, on the opposite side of the cables and Ethernet port. Be sure to separate the modem from the wireless router if one is in use, so as to avoid interference between the two devices. Move the modem slowly in one-quarter turns until you get two to three consistent LED indicator lights shining on the top of the unit. Unplug the power cable. Unplug the Ethernet cord as well, and wait five seconds for the modem to fully discharge. Reconnect the power cable only and wait 30-45 seconds. Adjust the modem until you get two to three flashing bars and then plug the Ethernet cable back in. Verify the LED indicators. If the customer is comfortable doing so, they can disable or modify settings to default on anti-virus and firewall applications. If the computer is able to get online once those are disabled, they will have to contact their software provider for the proper settings. Call Customer Care and explain what you’ve done so far. Suggest that they check to see if the Clear Modem was provisioned properly and if the MAC address matches, or possibly to consider the “Boot to Safe” option.
- When talking about CLEAR’s Mobile Internet solution, we’re usually talking about the Clear USB Modem . This plug-and-play device runs on Windows XP and Windows Vista, and is also compatible with Mac OS. Note: There are two versions of both Windows XP and Windows Vista out there - a 32-bit (normal) version and a 64-bit version. The different versions are available for different process types. Our Connection Manager supports both versions of both operating systems. Users can go anywhere within CLEAR’s coverage area and experience the same speed and consistency as at home, with up to 4 Mbps* on the download and up to 500 Kbps on the upload . What differs by plan is the customer’s usage level, which we will discuss in a moment. * Note: With a Pick 1, 2 or 3 plan (not all plans available in all markets) there is “No Cap” on the speeds, but users should expect an average of 3-6Mbps, with bursts up to 10Mbps downlaod/1Mbps upload. Note that we will review, demonstrate and practice the installation of the Clear USB Modem on Day Three of this session.
- CLEAR’s 4G+ Mobile USB integrates both EVDO (3G) and WiMAX (4G) into a single USB modem, connecting to CLEAR’s super-fast mobile Internet when available, and 3G service outside of CLEAR coverage areas. This is the first USB modem offering CDMA and WiMAX in one device, providing both convergence and convenience. It is also the fastest USB broadband modem available, with WiMAX speeds up to 10 Mbps. This device is managed with easy-to-use CLEAR Connection Manager software: Simple icons provide connection information Click-through tabs for network selection Easily accessible location services The built-in USB flash memory stores up to 64 MB of music, videos, pictures, personal or business files – just plug it in. Note that we will review, demonstrate and practice the installation of the CLEAR 4G+ Mobile USB on Day Three of this session.
- Now let’s talk about a revolutionary new device from CLEAR - the CLEAR Spot Personal Hotspot. This amazing little device allows Wi-Fi enabled devices to access CLEAR’s WiMAX network, and has a four-hour rechargeable battery life (it can also run on AC power). So for a one-time cost of $139, customers can connect their Wi-Fi devices at broadband speeds anywhere within a CLEAR coverage area!
- What is “Clear Voice”? Clear Voice is telephone service over an Internet connection. The customer must have a Clear modem to get any of our voice products – a Clear Voice Adapter (pictured on slide – as known as an ATA (Analog Telephone Adapter) is plugged into that modem in order to provide digital voice services. This device carries a one-time fee of $15 (regardless of contract or no contract). This is based on a r egular price of $50 and an instant rebate of $35 – for a net cost $15. The monthly service fee is $25 (for both contract and no contract), and the ETF of $50 for contract customers does not pro-rate down over time . Also, customers can sign up for multiple numbers on the one line for $9.99 per additional phone number – but there is no unique ring tone. All numbers on a given account sound the same when they ring. Our low monthly price, unlimited calling and low international rates offer the customer excellent value at a great price. And while our voice service has all of the great features that a landline offers (such as Caller ID, Call Waiting, Do Not Disturb) plus we have additional features such as Find Me Forwarding , Simultaneous Ring and Voicemail to Email that can change the way you use your phone. There is an Employee VoIP Plan, which can be activated via CQ. If participants have questions about this plan, direct them to reach out to Yvette Guerrero. Note that we will review, demonstrate and practice the installation of Clear Voice on Day Two of this session. Make sure you have attended the product manager’s training on Clear Voice so that you are comfortable discussing this offering.
- Like “THE OTHERS,” Clear Voice offers many ordinary features. Unlike the others, however, Clear Voice also offers many extraordinary features . Imagine what it would be like to remotely manage your account through your CLEAR MyAccount. This puts you in control and you never have to wait on hold to talk to someone in Customer Service. The Advanced Call Forwarding and Simultaneous Ring features allow you to be as available and accessible (or NOT) as you need to be. And the Voicemail to Email feature could be life-changer – we’ll get to that in a few minutes. In addition, we offer Call Blocking and Screening. You can access your Call Activity to check on calls you don’t recognize or just check on who’s calling who from your phone! Like our modem, Clear Voice can be used in all of our call areas where E911 is available. Finally, you can purchase additional numbers (not for second lines) that your long distance relatives can use to call you as if they were calling a local number. Note to Facilitator: A special Clear Voice account has been created for use in class demos by the Sales Training team. Log into MyAccount using the following credentials: Username: Wimax-Training Password: password The VoIP Phone Number for the training account is (425) 587-1630 and the associated email account is “Wimax-Training@clearwire.net” with the same password cited above.
- While CLEAR does support the use of a fax machine, this service is only offered on the same line as the phone service. There is only one line available when using Clear Voice at this time. Also, the following fax machine settings should be used in conjunction with Clear Voice service: Turn of Error Correction Mode Set Baud rate to 9600 Set Resolution to Standard A key thing to remember for Fax and Analog lines: The higher the Cheetah score, the better the experience. Many new credit card machines, DirecTV units and Dish DVRs offer an IP connectivity option – this would be the preferred method to use. Here is a list of credit cards machines that have been proven to work with Clear Voice: Exadigm XD1000 First Data FD50 Hypercom Optimum T4220 VeriFone Vx570 Dual Mode Ingenico 5100 First Data FD100 VeriFone Omni 3750 Dual Mode Hypercom Optimum T4100
- The minimum WiMAX Cheetah score required to have Clear Voice service in WiMAX markets is 8 . We do not require a computer to activate. Activation is automatic. Wireless number porting is active but the wireless number must originate from the same “telephone company rate center” as the customers service address. This is a significant limitation as the rate centers often (66%) of the time, will not match. Your Market Development Coordinator has the tools in BOSS to tell you if a number is Portable. As with anything, there are requirements and limitations . . . Review slide .
- This is what is included in the box. Notice what’s missing – we don’t include a phone as part of the package. CLEAR recommends a 5.8 GHz multi-station cordless phone for our customers (again, not included). This solves two potential problems: This phone will reduce interference with CLEAR devices, wireless routers and other electronics using 2.5 GHz. The multi-handset wireless phone eliminates the need to use any inside telephone wiring.
- Review Combination plans. Speak to the plans for your market. Do not provide have any written handouts.
- Review Pick 3 Unlimited plan. Speak to the plans for your market. Do not provide have any written handouts.
- Review Pick 2 Unlimited plan. Speak to the plans for your market. Do not provide have any written handouts.
- Review Voice Bundle plan. Speak to the plans for your market. Do not provide have any written handouts.
- Review slide.
- Review slide.
- The CLEAR Sales Method ensures that you get the most from every prospect interaction by using a consultative selling approach. 1. Engaging the Prospect Use open-ended questions, compliments, or some other type of clever opening to engage a prospect. Examples could include: Where do you use the Internet? How often are you able to access the Internet everywhere you need to? 2. Pre-Qualification Once you have your prospect hooked, be sure to pre-qualify them early in the sales process. You don’t want to spend too much time and effort convincing someone that CLEAR will meet all his/her needs only to discover he/she is outside our coverage area. 3. Asking Probing Questions Use Probing Questions to identify or uncover the prospect’s needs and identify where he/she is (Actual State) so that when you present the solution you can show them where he/she would like to be (Desired State). 4. Product Presentation/Custom Solutions Address the features, advantages, and benefits of the solution you present. The key is to present an accurate and complete solution that will meet the prospect’s real needs. The needs you have uncovered should directly relate to the benefits you present. Benefits = needs! 5. Handling Objections Remember, there are four steps to handling objections: Listen to the prospect’s objection Acknowledge the objection Explore to undercover true objection by asking clarifying questions Respond to the objection with a solution that meets the customers needs. 6. Closing the Sale Don’t wait for the prospect to ask you nicely. Ask for the sale. The three main types of closes are the assumptive close, the summary close, and the trial close. 7. Following-up and asking for referrals
- An elevator pitch is a concise, clear summary of our products/services that includes key customer benefits and can be delivered in the time span of an elevator ride ( about 30 seconds ). The elevator pitch should be completely second-nature to you, and delivered automatically in response to a given situation. Ask an audience member to ask you what CLEAR is. The facilitating Indirect rep should respond with their pitch.
- Before reviewing the questions cited on the slide, ask an audience member what kind of questions they might ask to uncover a given customer’s need.
- The CLEAR referral program is designed to provide an incentive for our customers to provide referrals that will become ongoing customers. Customer is sent a follow-up email immediately after the sale with their UNIQUE Referral code. Don’t miss an opportunity to get referrals . Follow-up with the customer to ask if they can recommend anyone for the service and ask for their UNIQUE referral code. You must enter the Referral code (not the CUSTOMER code) when entering the referred customer’s information into OE. If you don’t enter the referral code, then the customer will not be sent their AMEX or CLEAR 365 card. When a current customer refers a new contract customer, they will receive a $25 American Express-branded gift card. And the referred customer receives a web certificate worth $10 at Clear365.com. When a current customer refers a new month-to-month customer, they will receive a $15 Clear365.com web certificate and the referred customer receives a $10 Clear365.com web certificate. There is a maximum of 25 rewards total per year per customer. This can mean 25 AMEX cards, or 25 Clear365 rewards certificates, or any combination of the two - maxing out at 25.
- Review slide.
- It is critical to follow-up with a customer following the sale to make sure they are happy with their purchase. This is also an opportunity to remind them about the referral program!
- The Order Entry system is the tool you will use to enter orders. Note: These are just some brief talking points - you will do a walk-through of OE after the session.
- The process is fairly straightforward. Login into the Order Entry (or “OE”) system and Start Order. Pre-qualify a customer’s address, run a check credit (which determines the level of service that can be offered). No commitments do not require a credit check. select a service plan . Complete the order (be sure to ask for referrals) and Add services will allow you to an existing customer's account.
- The first step in entering an order is accessing the order entry portal. You can do this by going to your Favorites and selecting the pre-loaded one named “Sales,” or by simply entering https://sales.clearwire.com in your web browser. The Sales OE homepage will be displayed. Once you are on the order entry portal login screen, you will need to enter your username and password. In your first few days at Clearwire, you should have received an email from the Helpdesk referencing your OE username and password (which happen to be the same as for access to BOSS). If you have reason to believe you have not received your login credentials, send an email to the Helpdesk requesting them.
- Clearwire Queues (CQ) is a way to enter tickets with specific requests or to submit information to our Care team. Note: These are just some brief talking points - you will do a walk-through of CQ after the session.
- To request access to CQ, you would go to the website and click on the “I Am a New User and Need Access” button.
- Type in your Agent Code as your user name, along with the rest of the requested information, and click on the Submit button. Access requests usually take 2 to 3 days to process, depending on volume received.
- The list of queues that is initially displayed represents all of the types of tickets that you have access to enter . Over the next few slides we will walk through the Escalation , Credit Queue and Cash Payment Dispute tickets. But let’s quickly recap the tickets you have access to and when they are used. Remember - submitting a ticket for review does not necessarily mean it will be approved or completed as requested, and all tickets will be reviewed taking into account Clearwire’s operating policies and/or approval channels. Also, note that some of the queues have sub-queue menus (as shown on this slide). The Customer Lookup Tool gives you access to a customers’ customer ID, phone number and/or email address. In order to find the customer, you will need to enter a phone number, email address, name, or the MAC/Serial number. The maximum number of results is 50, so the more criteria completed the better. The AR New Equipment Request ticket is used to fulfill the AR equipment purchase required in the Standard dealer contract. In order to purchase the equipment and service, it must be entered through the AR New Equipment ticket and not through OE. The Billing Research ticket will mostly be used to add or change a promotion, change equipment from a lease to purchase or vice versa, request a credit and notify CARE of a double billing. Within this ticket you are also able to request an account split, a Business service plan downgrade, notify CARE that a card is no longer authorized, and change an annual rate plan. The Feedback ticket is used document a job well done or where some additional coaching may needed. Feedback can be left for any one within the CLEAR/Clearwire umbrella. The Fraud Review ticket is used when a customer states they believe fraudulent activity has occurred on their account. This includes a family dispute such as a child signing up for service as a parent, multiple account under the same name, identity theft, or fraudulent/unauthorized CC or ECP charged. A customer claiming to have been misled about the terms of service would also be classified as a Fraud Review ticket. The Payment Research ticket submits a request into the credit team to review the customer’s account. It can be used when you are unable to update the credit card information, there has been a duplicate payment or hold placed on the account, payment has declined or the authorization hold has not cleared and it has been five business days from the date of sale. This ticket it encrypted for security purposes, but it’s important not to place CC or account information in the notes, as notes are not encrypted . The Promo Research ticket is used when a customer states they qualified for a promotion, but never received the promotional item. This could be an AMEX reward card, any web certificate, a mail-in rebate, or mouse, printer or referral credits. It is important to let the customer know they will receive a status update within three days, but that final resolution may take longer.
- The Escalation ticket should only be used in emergency situations. To enter an Escalation ticket, click “Escalation” from the left hand menu.
- It is important to choose the correct department when entering an Escalation ticket. This will ensure the quickest response to the issue. If this escalation refers to a ticket that was previously entered, you will need to include that ticket number in your escalation request. It is equally important to leave a detailed reason for the escalation before clicking “Submit.”
- The Manual Activation Ticket can be used for customers who refuse a credit check, would like to pay via check (and qualify for that program), and businesses who use purchase orders or would like an “Individual” service plan.
- To process a ticket for a customer who refuses the credit check you would select “No Credit Check” from the dropdown menu. All fields with an asterisk (*) are required. As you complete the form, you would enter “999999999” in the Social Security/Tax ID field and leave the credit score blank. Here are some key points when submitting a ticket for a “Skip Credit” activation: In “Activation Type” dropdown list, select “No Credit Check” In the SSN/Tax ID field, enter ‘999999999’ When you select you Market, the system will auto-populate the “Equipment Information” section as being for Expedience or for WiMAX (NOTE: Las Vegas Telesales only should select ‘Clearwire US’ in the Market list for correct VP Approval routing) Leave the “Original Credit Score” field blank If a MOR (Service Address Manual Override) is needed, a Cheetah score is required
- To process a ticket for a customer who would like payment via a check or purchase order you would select “Check Payments” or “PO” from the dropdown menu as applicable. You would then select “Check/Purchase Order” from the payment method list. All fields with an asterisk (*) are required. Here are a some key points when submitting a ticket for a “Check Payment” or a “Purchase Order” activation: In the “Activation Type dropdown list… for Check Payment, select ‘Check Payments’ for Purchase Orders, select ‘PO’ In the “Payment Method” dropdown list, select ‘Check / Purchase Order’ for both activation types
- To process a ticket for a business that would like an Individual plan you would select “Business on Individual service” from the “Activation Type” menu. Please note that the market selected will determine which options appear in the Activation Type drop down menu, and this specific option is not available in all markets. As with the “no credit check,” “check payment” and “purchase order” options, all fields with an asterisk (*) are required in order for the ticket to be processed correctly.
- The Manual Review Form must be used when a customer’s credit check returns an asterisk (*) in the Order Entry (OE) system. In order for a manual review ticket to be processed, all fields are required. While notes are not specifically required, any additional notes you can supply may assist the Credit Team in processing the request more efficiently. When submitting a Manual Review Form, the following information is required for review: SSN / Tax ID This field is encrypted to adhere to IT and Legal standards Customer Type Business or Consumer Business Name This is required for all Business customers This list is continued on the next slide...
- Required information continued: Contact Name Required for Consumers or the Business Contact Name Contact Number Please provide a valid number for the customer as the review may require verification of credit information Service Address, City, State, and Zip These should match the address used to perform the credit check Commissionable Sales Rep Name Commissionable Sales Rep Number Notes Additional notes that the Credit Team may need to process your request
- The Credit Score Override Form is used to request an override to the credit score based on the customer’s credit check. All credit score overrides must be approved by the RVP. In order for a Credit Score Override ticket to be processed, all fields are required. As with the Manual Review Form, while notes are not required any additional notes you can supply may help in processing the request. For this type of ticket the following information is required for review: SSN / Tax ID Provide the SSN or Tax ID that the credit application will be listed under Customer Type Business Consumer Contact Name Requires for Consumers or the Business Contact Name This list is continued on the next slide...
- Required information continued: Contact Number Please provide a valid number for the customer, as the review may require verification of credit information Market LV Telesales – select ‘Clearwire US’ Credit Score Provide the credit check response that was received from the Sales OE system Commissionable Sales Rep Name Commissionable Sales Rep Number Notes Additional notes that the Credit Team may need to process your request
- If contacted by a customer regarding a QPay or Western Union payment that was made but did not post correctly to the customer’s account, you would complete the Cash Payment Dispute ticket (found under the “Billing” menu option). It is important to note that if the customer would like to receive a call from CARE, you must include a call back phone number (and any additional information that would be helpful to the CARE team) in the “Notes” section.
- Thank you so much for taking the time to learn more about CLEAR. In the next hour, I will show you how to install our products. I’ll also provide trouble-shooting tips and do a walk-through of Order Entry and CQ. If you’d like to stay, I’d enjoy having you.
- Clear USB Modem Installation CONTINUE PREVIOUS EXERCISE… The next scenario product installation is for the Clear USB Modem. You should have both the modem and the accompanying CD (to install the drivers). If the drivers are already installed on the demonstration laptop, be sure to uninstall them prior to the session so the first volunteer can complete the software install. To save time and avoid uninstalling and reinstalling the Clear USB Modem, the first volunteer should be the only participant to walk through this scenario. Set Up Steps: Install the software first, using the CD that came with the Clear USB Modem. Insert the Clear USB Modem. Allow the software to auto-enable the unit, then click on “Connect.” Open an Internet browser and accept the Terms of Service. Start surfing the Internet. Here are a couple questions you might ask during this portion of the install process: “ Can I use the Clear USB Modem prior to using the CD to install drivers and CLEAR’s Connection Manager?” Answer: No, CLEAR’s Connection Manager must be installed first. “ Can I use the same CD to set up multiple computers? Answer: Yes. After this last install is completed, thank the volunteer and ask the class for applause. Now ask for additional volunteers. A maximum of two additional participants should suffice.
- Clear USB Modem Installation Troubleshooting Confirm that Connection Manager is installed. Verify that the device is plugged into a USB slot. Check the area the customer is physically located in when experiencing Clear USB Modem issues. If the location where the customer is currently using the modem doesn’t pass pre-qual, advise the customer that the location is not currently covered. This WiMAX modem can only be used in WiMAX markets. There may be instances where the Clear USB Modem does not auto-enable. If the Clear USB Modem is inserted and no prompt appears, follow these steps to manually enable and/or disable the modem: Right-click on My Computer Select Properties Select the Hardware tab Select Device Manager Select Network adapter Disable, then enable the driver Select OK Close all open windows Reboot the laptop If a customer is having issues with the drivers or software, you may need to uninstall the Clear USB Modem in the Device Manager. Remove and reinsert the Clear USB Modem. This will force it to reregister in the system. If the customer has misplaced the install CD, drivers can be found in MyAccount under “Software.” If you are unsuccessful in troubleshooting, contact the Technical Support department at 888-888-3113.
- CLEAR 4G+ Mobile USB Installation The following are the steps for setting up the CLEAR 4G+ Mobile USB modem Set Up Steps: Insert the Installation USB Flash Drive into an open USB port on the laptop computer. Click “Start” and choose “Run”. Type “D:Setup.msi” and click “OK”. Remove the USB Flash Drive and insert the CLEAR 4G+ Mobile USB. The CLEAR Connection Manager will recognize the device within a few seconds. The CLEAR Connection Manager software will automatically launch each time the CLEAR 4G+ Mobile USB is inserted into that laptop. Shortly after connecting to the 4G WiMAX network the customer will be asked to accept the CLEAR Terms and Conditions (T&Cs). Within two hours after accepting the T&Cs the 3G service will become available. When traveling outside the 4G WiMAX coverage area the CLEAR Connection Manager will move the 3G tab forward and show: “Ready to connect to 3G”. Select “Connect” to access the Internet. You’re fully connected! Your can now simply and easily switch between available networks — Wi-Fi, WiMAX or 3G.
- Clear Voice Installation Note to Facilitator: A special Clear Voice account has been created for use in class demos by the Sales Training team. Log into MyAccount using the following credentials: Username: Wimax-Training Password: password The VoIP Phone Number for the training account is (425) 587-1630 and the associated email account is “Wimax-Training@clearwire.net” with the same password cited above. Set Up Steps: Plug the Clear Voice Adapter’s power cable into the adapter and into a power outlet. With Clear Modem as the anchor, plug the Ethernet cable from the modem into the ‘Internet’ port on the Clear Voice Adapter. Use another Ethernet cable to go from the ‘Ethernet’ port of the Clear Voice Adapter to the Ethernet port of the computer. The phone cable from the phone should be plugged in to the ‘Phone 1’ of the Clear Voice Adapter. Ignore the ‘Phone 2’ jack, as this service only supports one line at a time. If a fax machine is being used, the splitter will go in to the ‘Phone 1’ of the Clear Voice Adapter. The phone and fax cables will then connect to the splitter. First have the volunteer set up without the router, then with the router. After the install is completed, compliment the volunteer. Here are some questions you might ask during this portion of the install process: “ I have a fax machine I will want to use, so how should it be set up?” Answer: The customer can either purchase a splitter for about $3.00 to put in Line 1 or they can exchange phone or fax cords when planning to use. The splitter is preferred. “ Can I use the phone and the fax machine at the same time?” Answer: No, it has to be one or the other at any given time.
- Clear Voice Installation Troubleshooting Determine if the customer’s home voice service is via CLEAR or a third party. If it is from a third party, call Customer Care to validate settings. Check to make sure the unit has passed e911 validation. Login to BOSS at https://boss.Clear.com/ Pull up the customer’s account using their customer number or their telephone number Go to “Summary” – see if Clear Voice service is pending under “NEW ORDERS” If “NEW ORDERS” shows E911 pending activation, then it has not passed yet. If it is still not active after two days, escalate to Customer Care (888-888-3113). Try to connect Clear Modem to Clear Voice Adapter without the PC. If you have three lights when the unit is not connected to PC, then the customer’s PC may be the problem. A virus may exist that is blocking this service. If setup is correct, confirm that the solid green LED for the Phone 1 jack is lit. If not, have the customer try a different phone or a different phone cable. If after trying this there is still not a Solid Green LED: Reboot all devices, including the Ethernet and power cables. Confirm that the customer can browse the Internet. If not, check the connection/signal strength. Their minimum Cheetah score is based on market requirements, so check Cheetah in Sales OE. If the issue is still not resolved, escalate to Customer Care. Let them know what you’ve done and have them confirm that the product was provisioned properly and that the MAC address matches.
- Now we’re going to walk through the OE system and the CQ tool. Note to Facilitator Regarding OE: Prior to presenting an OE demo you MUST complete the online Order Entry training course. Have you requested you OE login credentials via the ServiceDesk? If not, submit a request ASAP. It is your responsibility to obtain these credentials prior to conducting a walkthrough of the live OE environment. Have you used (or at least explored) the Order Entry system directly? Be sure that you are sufficiently familiar with the OE system to be able to present it intelligently. Practice in the training environment by referring to the “Quick Guide – Order Entry Training” job aid, which is available on the Sales training portal via the following path: Sales and Marketing Portal > Training > Training Materials Library > WiMAX > Job Aids Make sure you have a plan – will you use the live OE environment or the training site? Do you have predetermined talking points to accompany your system demo? Regarding CQ: Have you requested you CQ login credentials via the ServiceDesk? If not, submit a request ASAP. It is your responsibility to obtain these credentials prior to the TTT session. Your primary resources for CQ are the Market Support Representatives (MSRs) in your markets.
- “ Any final questions before we end the training?” Wrap the session by thanking the participants once again for their time and attention, and wishing them all the best of luck in their sales with CLEAR.