1st Step: Ask for the 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.
EMAIL: Please inform the customer that if they are upselling the Frogfoot Air product, they will lose the mailbox on their existing package, or they can choose to pay for it separately.
- Enjoy the flexibility of a month-to-month contract, which includes the installation & connection fees.
- We will also waive your setup fee, 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.
- To cancel your package, a calendar month’s notice is required.
- Upgrades can take up to (mention the Turnaround Time) at a cost of (mention the amount).
- Downgrades will be done by the 1st of the next month at a cost of (mention the amount)
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Router:
- An ONT (Optical Network Terminal) box will be installed, which will serve as your router.
- Up to 10 devices can be connected at a time on WIFI.
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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.
- Your subscription payment is collected within five days of activation. (Applicable to New customers)
- You will be billed pro rata and one month in advance, which will be debited on the last working day of the month your service is activated (Applicable to Existing customers)
- 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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