1st Step: Ask for a physical address. 

- When speaking with customers, please identify their status: 

- New Customer - Needs Fibre installation. (Check if it's for Cottage/Separate entrance/Granny flat) 

- Switching Customer - Moving from another ISP/ Moving in with existing ONT. 

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2nd Step: Needs analysis 

- Remember, when you dig into your customers' needs, you are not just selling, you are tailoring packages that fit them like a glove. 

- Remember that understanding what makes them tick is your ticket to building trust and sealing the deal. 

- By really understanding what they are after, you are not just selling products, you are delivering experiences. 

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Sign-up stage after a Needs analysis 

Remember to highlight our current promotions as valuable benefits to our customers during your sales interactions. 

- Enjoy the flexibility of a month-to-month contract, which includes the installation & connection fees. 

- We'll also waive your setup fee of RXXXX, provided your service remains active for 12 months. 

- If you cancel within 12 months, the setup fee will be charged at the time of cancellation. 

- This includes up to (amount) of cabling and piping; any additional requirements will be quoted and charged directly by (provider’s name). 

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 (Once-off order processing fee of R249) 

- A one-time processing fee of R249 covers everything from router delivery to administrative tasks associated with your order and router management. 

- This fee is a one-time payment processed via debit order. 

- You'll also have the option to pay this fee securely via a payment link, either before the debit order is processed or after if the debit order doesn't go through. 

- The link will be available on your MyAccount under the messages tab. 

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Router 

- We'll provide a router, covered for manufacturing faults, if you have an active FIBRE product with Mweb. 

- If it gets stolen or damaged by lightning, we offer up to two replacements. 

- Canceling? Return the router within 20 days or keep it for a fee of RXXX. 

- The router is released once the installation date is confirmed, with delivery taking up to 5 days. 

- Our delivery partner will contact you. 

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Installation time frame 

- The FIBRE provider will confirm your order within 2 days. 

- Installation can take up to 7 days after the order is confirmed.  

- If we can't reach you for installation, kindly share an alternative number for us to contact. 

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Activation stage 

- Services activate within 2 days after installation confirmation by the Fibre provider. 

- The R249 processing fee and pro-rata subscription will be invoiced in advance and debited on the last working day of the activation month. 

- If activated after the 26th, the first payment includes a pro-rata amount for the current month plus the full amount for the next month. 

- Subsequent payments are collected on the last working day of each month. 

- For payment details, see Clause 8 of Mweb’s General Terms and Conditions. 

- Your bank statement will show “Mweb Internet” followed by your account number for debit orders. 

                           Don't forget to conclude the sale with the Debit order declaration 

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Closing: 

- Next, your Fibre provider ……. will contact you to schedule the installation date and time. 

- Visit our Help Centre via the email link or download the app to track your order and find product details. 

- Is there anything else I can assist with? 

- Thank you very much for choosing Mweb. Kindly hold for the 3-question survey. 

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