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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Upfront cost (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 (about 3 weeks) 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. 

- 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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