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 Vuma Reach 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.
- All uncapped packages are unthrottled.
- If you wish to cancel your package, you need to request a cancellation 15 days before your next debit order date. (Applicable to the Recurring service only)
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30-Day Prepaid Service:
- Your purchase includes 30 days of Internet access with an upfront payment via PayFast or EasyPay.
- View your statements on My Account.
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Recurring Product:
- Make an upfront payment through our secure partner, PayFast.
- Recurring payments will be collected from the same card used for the first payment on your chosen date. Statements are available on My Account.
- Recurring service debit order dates: 1st, 26th.
- If payment is not made within 28 days, the order will be automatically cancelled.
- NB! No cash, annual payments, or direct payments to Mweb. All payments must go through PayFast.
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Router:
- An ONT box will be installed, which will serve as your router.
- The ONT box will have 1 active Ethernet port & WIFI.
- Only 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 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.
- For technical difficulties, visit our support site for basic troubleshooting before contacting our technical support team.
Don't forget to conclude the sale with Vuma Reach 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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