Step 1 - Intro
Hi ___________ (name)
When they say something respond
This is ___________________ from Tiny Mobile. How are you today? (Banter)
You will want to make a friend in this banter section. Remember that people buy from those who they like.
When they say something respond
This is ___________________ from Tiny Mobile. How are you today? (Banter)
You will want to make a friend in this banter section. Remember that people buy from those who they like.
Step 2 - Learn About Their Needs
In this section you are going to find out why the customer is looking to change carriers. This is the most important part of the session.
So, we received a contact form from Facebook. Looks like you are (use the data from the form)
Examples:
Save some money on your monthly bill
Get more data
You are looking for a switch because you are mistreated.
Get them to tell you about their pain point and what it will take to make them happy.
So, you’re paying too much, how much is that what do you get for that money. You are not getting enough data, how much data do you want? Your carrier is not meeting your needs, tell me about what happened?
So, we received a contact form from Facebook. Looks like you are (use the data from the form)
Examples:
Save some money on your monthly bill
Get more data
You are looking for a switch because you are mistreated.
Get them to tell you about their pain point and what it will take to make them happy.
So, you’re paying too much, how much is that what do you get for that money. You are not getting enough data, how much data do you want? Your carrier is not meeting your needs, tell me about what happened?
Step 3 - Pick A Plan
Once you know what the person is looking for then you can help them pick a plan. We have many “on the shelf” plans that are on the website. If that works then great. If it does not, then you can make a custom plan with management approval.
Please review these plans at www.tinymobie.ca Once you have selected a plan then you must ask the customer if that is going to make them happy if they agree then move into the pitch.
Script:
Looks like the best plan for you is going to be the _______________________ for ___________ per month.
It is a no contract plan that has unlimited calling/texting in Canada plus all the other things such as voicemail, picture messaging that you would expect from a robust plan.
Does that sound like a plan that would make you happy?
If Yes - move on.
If No - ask them what would be better.
Proceed to account creation.
Please review these plans at www.tinymobie.ca Once you have selected a plan then you must ask the customer if that is going to make them happy if they agree then move into the pitch.
Script:
Looks like the best plan for you is going to be the _______________________ for ___________ per month.
It is a no contract plan that has unlimited calling/texting in Canada plus all the other things such as voicemail, picture messaging that you would expect from a robust plan.
Does that sound like a plan that would make you happy?
If Yes - move on.
If No - ask them what would be better.
Proceed to account creation.
Step 4 - Tell Them Who We Are
Okay, _________________ Let me tell you a bit about who we are and how this works.
Tiny Mobile is a reseller of telecommunications services. We do cellular, mobile hot spots and fiber internet.
We are in our second year now and are the fastest growing company of its kind.
We have partnerships with Telus, Bell, and Rogers and we only sell the highest quality 5G services.
Essentially our company stands between clients and carriers. This means that we hold the line with the carriers, then charge you directly, and provide the customer service when you need it.
Most people love that because they never need to wait on hold again.
Overall, what dealing with Tiny Mobile means is that you get a little bit better pricing, better customer service, and the best quality service you can buy.
Tiny Mobile is a reseller of telecommunications services. We do cellular, mobile hot spots and fiber internet.
We are in our second year now and are the fastest growing company of its kind.
We have partnerships with Telus, Bell, and Rogers and we only sell the highest quality 5G services.
Essentially our company stands between clients and carriers. This means that we hold the line with the carriers, then charge you directly, and provide the customer service when you need it.
Most people love that because they never need to wait on hold again.
Overall, what dealing with Tiny Mobile means is that you get a little bit better pricing, better customer service, and the best quality service you can buy.
Close
Today we can get you the (recap the plan that you’ve picked)
Is that something that you want to get into today? Yes Fantastic, what is going to happen now is I am going to get some basic information from you.
I need:
- Address
- Your current account number if you are keeping the same number
- credit card for billing.
We do not charge an activation fee or shipping fee. We do take the first months payment as a deposit. Then when you activate your line when your sim chip arrives we start spending that money so you don’t ever pay for service that you do not use.
I am going to create and account for you quickly here then we will have you on your way.
Proceed to account creation.
Is that something that you want to get into today? Yes Fantastic, what is going to happen now is I am going to get some basic information from you.
I need:
- Address
- Your current account number if you are keeping the same number
- credit card for billing.
We do not charge an activation fee or shipping fee. We do take the first months payment as a deposit. Then when you activate your line when your sim chip arrives we start spending that money so you don’t ever pay for service that you do not use.
I am going to create and account for you quickly here then we will have you on your way.
Proceed to account creation.
FAQ
Can I keep my number? Yes, we can port over any active number from any carrier in Canada.
Which carrier do you use? We actually use all three so we can match you with the best provider for your situation.
What type of payment methods do you accept? We accept credit card, visa, mastercard, debit and pre paid credit cards.
Can I buy a phone? Yes, we sell new and quality used phones. We also have finance programs available for people with a credit score of 650 or higher.
How do you bill? We take the payment each month automatically. The payment date can be any day that you want or the same day as you activate your service. It’s up to you.
How long will it take to get my sim? We usually send Canada Post standard delivery so it can day 3-10 business days depending on where you are. We ship from Calgary so the close you are the faster it will be. You can also get expedited shipping for an additional $20 if you need the card faster. Or you can pick up a SIM card at cell phone dealership if you need to get it immediately.
What happens if I go over my data? If you are on one of our unlimited plans then your data will slow down to 512KB per second. If you are on a standard data plan then the charge is $6 per overage. We will do what we can to alert you to data overages but we do also expect customers to monitor their own data.
Is there a contract? No, there is no contract. You pay in advance and then as long as you keep liking the service you pay every 30 days.
How do I cancel if I do not like the service? You can cancel at anytime. It does take us some time to get customers off the service so we may not be able to process the request at the drop of a hat. Ideally you would give us 30 days notice. Then everything goes smoothly.
Which carrier do you use? We actually use all three so we can match you with the best provider for your situation.
What type of payment methods do you accept? We accept credit card, visa, mastercard, debit and pre paid credit cards.
Can I buy a phone? Yes, we sell new and quality used phones. We also have finance programs available for people with a credit score of 650 or higher.
How do you bill? We take the payment each month automatically. The payment date can be any day that you want or the same day as you activate your service. It’s up to you.
How long will it take to get my sim? We usually send Canada Post standard delivery so it can day 3-10 business days depending on where you are. We ship from Calgary so the close you are the faster it will be. You can also get expedited shipping for an additional $20 if you need the card faster. Or you can pick up a SIM card at cell phone dealership if you need to get it immediately.
What happens if I go over my data? If you are on one of our unlimited plans then your data will slow down to 512KB per second. If you are on a standard data plan then the charge is $6 per overage. We will do what we can to alert you to data overages but we do also expect customers to monitor their own data.
Is there a contract? No, there is no contract. You pay in advance and then as long as you keep liking the service you pay every 30 days.
How do I cancel if I do not like the service? You can cancel at anytime. It does take us some time to get customers off the service so we may not be able to process the request at the drop of a hat. Ideally you would give us 30 days notice. Then everything goes smoothly.
- We are a registered reseller that has lines with all three major carriers.
- We use primary networks that have better service than fido, kodoo, chatr, public mobile, virgin, and lucky.
- Client always gets to keep their number so long as they pay their billIf a client wants to leave they must give us 30 days notice.
- When a person ports their number they stop paying for service when the port is complete.
- We bill once per month on the day that you activate your new line. Any overages are billed on the 1st of the month.
- Client has 14 days to object or to pay the bill.
- A client can get as many lines as they want.
- All of our plans come with voicemail, text messaging, picture message, called ID, 911 calling feature.
- There are no hidden/extra fees other than provincial sales tax and the activation fee.
- We only do automatic billing through credit card or pre authorized draft.
- We do not take any other form of payment.
- There is no such thing as an unlimited plan.
- When someone gets to their data cap the download speed is lowered to a “dial up” pace.
To block unknown callers, please follow the steps below:
For Android:
Step 1: go to your phone as if you are going to make a call
Step 2: select the 3 dots at the top of the screen
Step 3: select settings
Step 4: select "block numbers"
Step 5: turn the toggle button to ON for "Block unknown/private numbers"
For iPhone:
Step 6: go to device settings
Step 7: select "phone"
Step 8: scroll down and find "silence unknown contacts"
For Android:
Step 1: go to your phone as if you are going to make a call
Step 2: select the 3 dots at the top of the screen
Step 3: select settings
Step 4: select "block numbers"
Step 5: turn the toggle button to ON for "Block unknown/private numbers"
For iPhone:
Step 6: go to device settings
Step 7: select "phone"
Step 8: scroll down and find "silence unknown contacts"
The purpose of a buy back is to give clients time to pay out their existing contract.
We will give the new client up to 4 months service at no cost as a buffer to pay their current provider. Then we the client buys that money back after the four months no cost period over a period of 8 months.
There is almost always a significant difference between what the clients monthly cost is and ours so the client usually saves a lot of money using this method.
In order to calculate a buyback you need the following information:
- Carrier Name
- Account number
- Number of months left on their contract
- Amount left on contract
- What type of service they currently get
The first step to calculate the buy back is to know how much the client still owes. Let’s say that its $200.
Then we need to know how much the monthly charge is for their service. Let’s go with $100.
That means that if the customer did not need to pay a cell phone bill they would be out of their contact in two months.
So, we do a two month buy back by giving our new client their first two months at no cost.
That two months cost our company $90. Therefore, we need to get that money back eventually so we create a surcharge once the no cost period has ended.
We always amortize our investment the buy back over 8 months. In this case the surcharge is $11.25.
The $11.25 is interest free and is only applied to the account over the 8 months following the no cost period. Once that is complete the surcharge is lifted and the fee goes back to the regular rates.
What does all this mean in simple numbers?
The client gets out of their contact while maintaining service for $90 instead of $200. Most people will think that is a great deal. In order to help the client understand the value they are getting we show them the savings that they are going to get over the course of the next year. This is the formula required to do this.$100 (Current bill) x 12 = $1,200
-
Contract amount $200
+
Our regular charges $49 for 10 months = $490
+
buy back surcharges ($90)
Total = $780
This means that the customers expected savings in year one of the deal is $420. Plus they are out of their contact.
This formula works in most cases and should always be used for clients with one or two lines.
Three lines or more must receive their buy back offer from a senior agent.
Buybacks are treated as no interest loan. If the client wants out of the buyback then they must repay the amount that we invested in the process.
We will give the new client up to 4 months service at no cost as a buffer to pay their current provider. Then we the client buys that money back after the four months no cost period over a period of 8 months.
There is almost always a significant difference between what the clients monthly cost is and ours so the client usually saves a lot of money using this method.
In order to calculate a buyback you need the following information:
- Carrier Name
- Account number
- Number of months left on their contract
- Amount left on contract
- What type of service they currently get
The first step to calculate the buy back is to know how much the client still owes. Let’s say that its $200.
Then we need to know how much the monthly charge is for their service. Let’s go with $100.
That means that if the customer did not need to pay a cell phone bill they would be out of their contact in two months.
So, we do a two month buy back by giving our new client their first two months at no cost.
That two months cost our company $90. Therefore, we need to get that money back eventually so we create a surcharge once the no cost period has ended.
We always amortize our investment the buy back over 8 months. In this case the surcharge is $11.25.
The $11.25 is interest free and is only applied to the account over the 8 months following the no cost period. Once that is complete the surcharge is lifted and the fee goes back to the regular rates.
What does all this mean in simple numbers?
The client gets out of their contact while maintaining service for $90 instead of $200. Most people will think that is a great deal. In order to help the client understand the value they are getting we show them the savings that they are going to get over the course of the next year. This is the formula required to do this.$100 (Current bill) x 12 = $1,200
-
Contract amount $200
+
Our regular charges $49 for 10 months = $490
+
buy back surcharges ($90)
Total = $780
This means that the customers expected savings in year one of the deal is $420. Plus they are out of their contact.
This formula works in most cases and should always be used for clients with one or two lines.
Three lines or more must receive their buy back offer from a senior agent.
Buybacks are treated as no interest loan. If the client wants out of the buyback then they must repay the amount that we invested in the process.
Clients can purchase extra data at $6 per GB in addition to their regular package.
Extra data can be negotiated with approval from senior agent for accounts with multiple lines.
In these situations all the information including account number must be obtained before submitting the request for additional data.
Extra data can be negotiated with approval from senior agent for accounts with multiple lines.
In these situations all the information including account number must be obtained before submitting the request for additional data.
Customer Service is available from 09:00 Atlantic time to 19:00 Pacific Time Monday to Saturday.
We have an emergency line on Sunday.
We have an emergency line on Sunday.
Rogers Health Viking Account - Rogers Flex Roam (ONLY COVERS THE US)
Lines: Flex-Roam travel - this is built-in to the plan. Flex roam is charged as per below:
- Voice - $15 on top of their reg. price 300 minutes, if they go over the 300 minutes, they will be billed $30 unlimited for that billing cycle
- Text - $5 on top of their reg. price for unlimited texts for that billing cycle
- Data - $20 250 MB, $50 1GB, $50 per GB after
Telus Paradigm Account - Telus Easy Roam Lines:
Easy-Roam travel - this is built-in to the plan. Easy roam is charged as per below:
- $8 per day when any feature on your line is used in USA
- $12 per day when any feature on your line is used in popular International Locations
Telus NWA - Telus Flex Roam (ONLY COVERS THE US) Lines:
Flex-Roam travel - this is built-in to the plan. Flex roam is charged as per below:
- Voice - $15 on top of their reg price 300 minutes, if they go over the 300 minutes, they will be billed $30 unlimited for that billing cycle
- Text - $5 on top of their reg price for unlimited texts for that billing cycle
- $30 for first 500MB, $50 for first 1GB, $100 for first 2GB ($50 per GB after)
Bell Paradigm & Bell Onlytic - Bell Easy Roam Lines:
Easy-Roam travel - this is built-in to the plan. Easy roam is charged as per below:
- $8 per day when any feature on your line is used in USA
- $12 per day when any feature on your line is used in popular International Locations
Bell WIN - Bell Flex Roam (ONLY COVERS THE US) Lines:
Flex-Roam travel - this is built-in to the plan. Flex roam is charged as per below:
- Voice - $15 on top of their reg price 300 minutes, if they go over the 300 minutes, they will be billed $30 unlimited for that billing cycle
- Text - $5 on top of their reg price for unlimited texts for that billing cycle
- Data - $20-250 MB, $30 500MB, $50 1GB, $100 2GB, $150 3GB, $250 5GB, $250 + $.05/mb over 5GBSo if they use 250MB, they will be charged $20. If they use 1GB of Data abroad, they will be charged $50.
Lines: Flex-Roam travel - this is built-in to the plan. Flex roam is charged as per below:
- Voice - $15 on top of their reg. price 300 minutes, if they go over the 300 minutes, they will be billed $30 unlimited for that billing cycle
- Text - $5 on top of their reg. price for unlimited texts for that billing cycle
- Data - $20 250 MB, $50 1GB, $50 per GB after
Telus Paradigm Account - Telus Easy Roam Lines:
Easy-Roam travel - this is built-in to the plan. Easy roam is charged as per below:
- $8 per day when any feature on your line is used in USA
- $12 per day when any feature on your line is used in popular International Locations
Telus NWA - Telus Flex Roam (ONLY COVERS THE US) Lines:
Flex-Roam travel - this is built-in to the plan. Flex roam is charged as per below:
- Voice - $15 on top of their reg price 300 minutes, if they go over the 300 minutes, they will be billed $30 unlimited for that billing cycle
- Text - $5 on top of their reg price for unlimited texts for that billing cycle
- $30 for first 500MB, $50 for first 1GB, $100 for first 2GB ($50 per GB after)
Bell Paradigm & Bell Onlytic - Bell Easy Roam Lines:
Easy-Roam travel - this is built-in to the plan. Easy roam is charged as per below:
- $8 per day when any feature on your line is used in USA
- $12 per day when any feature on your line is used in popular International Locations
Bell WIN - Bell Flex Roam (ONLY COVERS THE US) Lines:
Flex-Roam travel - this is built-in to the plan. Flex roam is charged as per below:
- Voice - $15 on top of their reg price 300 minutes, if they go over the 300 minutes, they will be billed $30 unlimited for that billing cycle
- Text - $5 on top of their reg price for unlimited texts for that billing cycle
- Data - $20-250 MB, $30 500MB, $50 1GB, $100 2GB, $150 3GB, $250 5GB, $250 + $.05/mb over 5GBSo if they use 250MB, they will be charged $20. If they use 1GB of Data abroad, they will be charged $50.
Telus lines – Go to Bell
Bell lines - Go to Telus
Rogers lines - Go to Bell
If the customer wants a line assignment outside this strategy, it must be approved by management.
Bell lines - Go to Telus
Rogers lines - Go to Bell
If the customer wants a line assignment outside this strategy, it must be approved by management.
- Everybody gets paid $10 bonus for qualified deals - no candy or 2 or more lines(with or without candy).
- If its 2 or more lines, you get an extra $10/line. $5/deal that have payment links that are complete.
- $5/line goes into shared pool and at the end of the week, the pool is split amongst the team on percentage basis.
- If its 2 or more lines, you get an extra $10/line. $5/deal that have payment links that are complete.
- $5/line goes into shared pool and at the end of the week, the pool is split amongst the team on percentage basis.
