Selling @home

This is for any retail sales reps here.  What are your best methods for selling @home? It seems like people just are not interested in this product at all.  I mean not only do we have signs plastered all over the store for it, a router sitting infront of my computer with a big sticker on it that says "ASK ME HOW TO GET HOME SERVICE FOR $10 A MONTH!", and a lanyard that I wear that says the same thing (so everytime they look at me or are sitting at my pod its right in their face), but im also trying every way I can think of to position it and offer it to postpaid customers whose accounts I have up.  Everyone has objections obviously, but I explain to them flat out how this will be so much better than what they're paying now, and there still like, whatever I'll think about it.  And if I keep probing they get pissed off.  I tried doing some TLC calls today for it and people were just pissed off as soon as I mentioned it and were either rude or just hung up.  I am so sick of trying to sell this!!!!  Our store manager and market manager are continually getting angrier cuz our store has only activated 2 @homes the entire month so far (I have 0), and I am trying everything I can, people just dont care about it at all.  It was just me and my manager working all day today and he was frustrated trying to sell it as well, he was amazed at how much people refuse to even think about it, no matter what method we try.  I feel pathetic whining on here for help but I've done what other reps and my manager are telling me, but I dont know how good their methods are if they're not able to sell any either. 

Sooo.... if anyone's good at selling @homes, u got any tips for me to try?? I cant freakin wait till G1 comes out and that will be the focus instead of @home that no one wants...

I just see a very big flaw in @Home: The demographics of our target customers are steering away from landlines for cell phones.  So we're pitching something they're trying to get rid of.  Don't try so hard, but rather let them think they need it.  Ask them why they're getting rid of their landline.  Landlines are still very popular due to the fact that not all family members might have a cell phone.  They also have better international rates right now, but i do believe T-Mobile is working on that problem.

Get it to work with my home fax machine, and I will drop Vonage in a heart-beat!!!

is it me but aren't there already thread dealing wit this...

do a search

http://tmonews.com/forums/index.php?topic=869.0

I think a lot of the issues with selling @Home service is attitude, remember the MyFavs push, reps hated it cuz it was basically just different, I can now sell the sox off of it. I prefer to sell it, it is a great service.

It comes down to every customer every time, I look at account when they come in, if it a post/regular i than hit the credit  link to see if they can add a line. If they can i ask the qualifying questions (1) so you got internet coming into your home? (2) wat to save some money?  I suggest doing this with all customers fro airtime, upgrades, service issues, etc. OK not everyone will switch but they are thinking about it. I also had my reps put the brochures @ every pod and we also have a router sitting out @ every pod in case they forget customers may ask and open the conversation. I suggest you also do @ the beginning of any interaction if you mention it @ the end in the customers mind the transaction is over and they may know about the service but it is a down the road/oops i may forget deal.  If you wait for the customer to ask you about it you will have a low conversion. Be PROACTIVE and POSITIVE ATTITUDE is 100% of any SALE.

Don't be a debbie downer!!

I didn't see another post specifically about selling it

The other thread is in the employee only forum.  I think the problem is simply that people are afraid of change.  There are a lot of people who have had regular home phone service for 25, 30, or even 50+ years.  These people are just afraid to get rid of a home phone that has been just fine for them for that long.  The other problem is that the cable companies have already grabbed a lot of people who were interested in trying something different.  Now those people refuse to get rid of their "bundle packs" because they don't seem to realize that they are still paying more then $10 within the bundle pack.  Vonage has been around for a long time and until @Home came was always the cheapest option, and they only have a couple million customers.  Bottom line I see it is that people just refuse to accept change.  The only good reason I see is if you have an alarm, but even in that case, sign up for your phone company's uber cheap plan just for the alarm and stick with @Home for your phone use.  If you need a fax machine, use EFax or any other online fax service.  They are way better then a regular fax machine as you can use and access your fax number from anywhere in the world.

Oh I didn't even know there was an employee only forum lol.  How do I register for that?

The other thread is in the employee only forum.  I think the problem is simply that people are afraid of change.  There are a lot of people who have had regular home phone service for 25, 30, or even 50+ years.  These people are just afraid to get rid of a home phone that has been just fine for them for that long.  The other problem is that the cable companies have already grabbed a lot of people who were interested in trying something different.  Now those people refuse to get rid of their "bundle packs" because they don't seem to realize that they are still paying more then $10 within the bundle pack.  Vonage has been around for a long time and until @Home came was always the cheapest option, and they only have a couple million customers.  Bottom line I see it is that people just refuse to accept change.  The only good reason I see is if you have an alarm, but even in that case, sign up for your phone company's uber cheap plan just for the alarm and stick with @Home for your phone use.  If you need a fax machine, use EFax or any other online fax service.  They are way better then a regular fax machine as you can use and access your fax number from anywhere in the world.

like he said for Fax tell them about online faxing, also if they choose to break their bundle if they call their provider i have seen them drop it down load, they dont mind loosing one service but they dont want to lose all three. i have had servral customers i have called Timewarner for in the store on our @home phone and let them talk to them about it . they break the bundle and then i have seen Timewarner drop down cable+net for 69.99-79.99 a month, + our 10 that = 79.99-89.99 so they will still Save $10 a month. x one year that is $120 and they are Locked into this 9.99 price it wont go up, With timewarner you usually only have 1-2 year lock in price. So tell them they will be Grandfathered into the 9.99 price for as long as they choose. Some other things are nice, if you already know alot about routers and stuff you can tell them how its still a Cisco systems router 802.11 ramble off alot of that and some will go over the customers head but and some will Fake like they understand (i do this for the people who try to out smart me) But be up front and honest, NEVER lie to the customers i have had to deal with to many Reps who just want to make a sell so they tell them what they want to hear.


I have to cut this short so i can pick up my dogs from the Groomers i might write more whenever i get back .

The other thread is in the employee only forum.  I think the problem is simply that people are afraid of change.  There are a lot of people who have had regular home phone service for 25, 30, or even 50+ years.  These people are just afraid to get rid of a home phone that has been just fine for them for that long.  The other problem is that the cable companies have already grabbed a lot of people who were interested in trying something different.  Now those people refuse to get rid of their "bundle packs" because they don't seem to realize that they are still paying more then $10 within the bundle pack.  Vonage has been around for a long time and until @Home came was always the cheapest option, and they only have a couple million customers.  Bottom line I see it is that people just refuse to accept change.  The only good reason I see is if you have an alarm, but even in that case, sign up for your phone company's uber cheap plan just for the alarm and stick with @Home for your phone use.  If you need a fax machine, use EFax or any other online fax service.  They are way better then a regular fax machine as you can use and access your fax number from anywhere in the world.

Or add faxing to your cell for free.  Once the information is recorded to your voicemail You just have to send it to a number that can receive faxes. It's easy for me because I still have a reg land line also. However, It might not be conveinant who don't live near anywhere that they could receive the fax.

Oh I didn't even know there was an employee only forum lol.  How do I register for that?

Send a PM to DarkJedi and he can see about getting you set up.

If you need a fax machine, use EFax or any other online fax service.  They are way better then a regular fax machine as you can use and access your fax number from anywhere in the world.

I did. I'd still prefer to use my fax machine that I bought. At least I know, no one else is reading my stuff. I'm not comfortable with the privacy of efax. I read bad things about them.
So for now, I have my phone line (Vonage) going first to my fax machine, then to my phone/answering machine. Oh well
The biggest bummer, is that the modem for T-Mo is a similar one that I use for Vonage.

when people call in I tell them it will wash their car for them and walk the dog.................seriously I get people interested when they are feed up with one bar service in their crappy apartment..I start them on wi-fi and uma calling...then switch it to the @ home when they don't want to buy a new Phone and a router...."Well hey then for just the price of a router you can have unlimited calls and all t mobile features for only $10 a month and you can save another 25 on average from you land line provider>>>>>>> they love it              .




I think its called "bait and switch" ....lol

Just talk about how great it is you use it.  Lie it up a little bit and tell how many people are making the switch.  Definitely empathize that nobody likes doing a big change like this. But let them know the majority of customers that do this thank you that you turned them onto this. 

I understand that his tread has a positive under tone with it on.... "how great it is... sell it's positives" .... so I' m hesitant to post this yet it is what came to mind as I read the thread
 
Tech is supposed to talk up the benefits of @ home as well
hard to talk positive about something you only hear the benefits of ...it always broken when you call in ...although possible to have were not getting my router is pin blocked can you unlock it....its always ...broken....so here we go to fix it... you get internet signal...check!!....no blue light ...no problem...awesome doing good... (do some tech stuff).... inter net...check!!... Blue light ...Check!!! dial tone ...NO..*^#@% (tech stuff...tech stuff)...internet...check..blue light...check...dial tone....check....make a call receive a cal....NO....$*&^&@#^$ .... (tech stuff, tech stuff, tech stuff) ...
........internet?...blue light?....dial tone?...make calls?................NO NOTHING WORKS NOW.....what the heck Man

this is how it is now 1 1/2 hours later and the customer is either 1 inviting you to his wedding because you have spent so much time to gether he thinks of you a new found Brother....Or he wants to shoot you cause he was already on the phone for an hour with the last rep who shouldn't have been helping him any way....visual audit then send him through...and changing the imei really doesn't do anything any way and we can use that number to process any unlocks or exchanges cause the last number usually defaults to a zero any way.....SO if you change it thinking it will fix his messaging or MO MT sorry thank you though (and I only put it that way is because customers say they tried to fix it by changing my IMEI...I know you are keeping records up to date)...

it s not all peaches and roses....its like the teenager who says I wanna be a Gynecologist ....."hello its almost usually broken at that job too"

It's funny how @Home is such a big failure yet T-Mobile is taking away spiffs for not having enough activated..  We all hate it but it's our job to sell it.  I can see why T-Mobile wants to push it tho.  It is a GREAT customer retainer.  Consider this:  One of the biggest reasons customers don't buy @Home is because it's a hassle to switch from their triple play package or whatever they have with their internet provider.  Also, T-Mobile doesn't provide internet, yet requires it.  It just doesn't make sense to most customers.  As far as the problems we're having, it's tough because Linksys designed this router for T-Mobile, yet T-Mobile has to fix the problems.  I always take the customer's side and place as little blame as possible on T-Mobile.  We just provide the service, not the devices.

It's not exactly a failure .... its just the router...the service is pretty good... lke you said T-mobile doesn't provide the device
   

We get wrote up for it here if we don't offer it on every call, which is rediculas in my opinion.

As for selling it, I always just say hey what are you currently paying for your home service? 20 bucks a month because its part of a bundle you say? well even if your paying 23.00 a month, over your two year agreement you will be saving 312 dollars with our @home service. 24 dollars? 336!! paying 35 dollars a month for your phone (this is standard for most people) you will save 600.00!!! All you have to do is pay 35 dollars activation, and 49.99 for a router, but your only paying up front for a VERY large savings.

Ok so in store today i sold 3 of these bad boys, 2 yesterday... i'm on a rolll!! gave the sales away to reps but it is possible to sell them...

One of them was added to an ulimited $99 (individual) plan, the first csr i talked to get it added said it couldn't be added to an unlimited plan....  wording actually staes can't be added to anunlimited family plan. I got a hold of a very helpful @Home csr who researched it at firs said it was not possible but she worked some magic and poof it went down!!

Retail guys and gals have you ever noticed when you call cust care that often they say things can't be done but you call back again and another csr is willing to help out and do the supposed impossible deed? it is not just csr's reps in stores get lazy also and will ay "umsorry we can't do that" but in reality they are just pushing it off cuz the don't want to go through the hassle.

I realize you often don't get paid on a service related visit but that going out of your way to do something for the customer will wow them and create stickiness to t-mobile. they are more willing to come back and spend their $$ if they know we have their back. and often will come back to the person that wowed them for add a lines, features, upgrades, etc. that  is how you build a solid cutomer base. they will refer ppl back to not just t-mo but to your store and you (the person who helped them).

These same customers will take referal cards with your business vcards back to their offices and place of work and hand them out growing your customer base, WOW them!! WOW them with @Home as well word of mouth is the best thing we have going driving our @home sales etc..

she must have started a different line of service for the @home phone

B/C to add a line to the unlimited fam plan the cost is $49 .. which conflicts with the 10 @home pricing.. I would love to know just what she did... unless they are now paying 50 bucks for their $10 service....ouch ....FAIL

It was one csr that kept me with T-Mo. She helped me with my connectivity problem on my then Treo 650, even though it was not a T-Mobile phone. Nicest person in T-Mo I ever met. No offense to present company since I doubt I ever spoke to you on the phone.

There were other nice ones, just not AS nice.