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 WebConnect 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. 

- Openserve will provide data, and therefore, Openserve’s policies are applicable. 

- Upgrades can take up to (mention the TAT) at a cost of (mention the amount). 

- Downgrades will be done by the 1st of the following month at a cost of (mention the amount) 

- If you wish to cancel your package, a 30-day cancellation notice is required. 

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Router 

- An ONT (Optical Network Terminal) box will be installed, which will serve as your router.  

- The ONT (Optical Network Terminal) box will have 1 active Ethernet port. 

- Up to 32 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 10 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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