October 20, 2023 Spiel for Canva and O A. 3 Different types of sales: 1. Second box -OEM or Portable -always on family- discount $5 discount - our target = 4 radios per month per agent or 1 radio per week 2. Conversion this is our priority to sell - Converting non-paying subs to paying subs - count is per radio - 4 process (activation, reactivation, adding FOP, and Service continuity) - When the radio is equal or more than 90days - our target is 11% or 3 conversion per month ccr = # of conversion / 3 of calls x 100 = Conversion target at least 3 conversion per 20 calls 3. Add on - reactivation less than 90 days - plan upgrade We use the HELP approach here - because it is the customer who calls B. Promo M&E and it's counterpart Platinum: - 6 for 30 counter part 6 for 50 AA - 12 for 60 counterpart 12 for 112 AA (119AA) - 6 for 50 counterpart 6 for 50 (119AA) C. For the radio Use 4 tier if we are the proactive offering the promo go for regular rate first before the promo. D. Sample Value Statements - SiriusXM broadcasts over 120 digital radio channels of 100% commercial-free music and amazing news, comedy, talk, entertainment, sports and children's programming - there's something for everyone - We carry exclusive programming that you won't find with any other service - NHL, MBL, NFL and NBA coverage, along with various Canadian content channels (Iceberg, CBC radio, Attitude Franco, and The Verge) - Our service is available anywhere you go - in the car, at home and on the go! - Our service works out to be only $0.79 a day, which is less than a cup of coffee - There is no other satellite radio service that offers service 9 times as powerful as a TV satellite, which enables us to transmit a CD-quality to our customers, 24/7, 365 days a year - Having SiriusXM service is easy! It's like having a live Disc Jockey all the time! E. How sirius is different from spotify - search competitor F. Documents that we needed for approaching cx - Attached below are agent support job aids on: -Features & Benefits -Objection Handling -Programming Positioning -Subscriber Email Address Capture positioning and details __________________________________________________________________ Steps to start the sales : 1. When to start the sales: as soon as you start the call. 2. then ask the probing while still in the resolution 3. try to upsell - Do you have a spare radio that is not yet activated to siriusxm service that comes with a platinum plan? If the cx has no service do not offer a radio. first probe then say "how do you listen to your favorite channel for siriusxm once you are not on your vehicle?" 1. Since we are done resolving your issue, may I ask aside from listening your favorite music on a vehicle where else do you want to listen your favorite music? 2. That's great because I can activate a radio for you that has a great introductory price for you. 3. Transition to upselling spiel A. for Reactivating -"Is there anything else I can assist you with ? By the way -----how's our service so far? Are you the only one listening to music and other programs?" I am asking because I want you and your family enjoy siriusXM services not only for your vehicle but for the rest of the family's vehicle. that come along with 150+ ad-free music, news, sports, talk and entertainment + free streaming + personalized stations powered by Pandora the introductory Price is only $18.99 from 23.99/mo that will give you $5 discount. Let me go ahead and sign you up. B. For activating new radio service with SXM M&E. -"Is there anything else I can assist you with? By the way ____aside from listening to music what else do you enjoy listening to?" If I will upgrade you to a plan that will give you the features and benefits of 150+ ad-free music, news, sports, talk and entertainment + free streaming so you can listen to any program using your Home Smart TV and other Devices + you can personalized stations powered by Pandora which has an introductory Price for only $18.99 from 23.99/mo that will give you $5 discount, would you get it? Let me go ahead and sign you up. C. What if the cx finds it expensive: "Well, I know that you find it expensive. I still have another plan which still give you the same features and benefits for your second radio service which only has an introductory price of $8.33/mo for 6 months so let me go ahead and sign you for this plan. as much as I love to give you lower price, this is the best plan I can offer you. so let me go ahead and sign you up with this plan ___________________________________________________________ D. What if a customer doesn't have any other radio? 1. Commitment Radio has termination fee - - is $90.00 +Tax for 1 year -- is $120.00 +Tax for 2 year 2. For Radio with no subs - no radio sale 3. Radio with 3mos free (comes with prepaid bundle) - comes with cancelation fee Direct to consumer- DTC radio that we process at open canva Note: all Radio with subs and radio with bundle comes with free activation always tell this to the customer. 7-10 business days they will receive the radio kit 19.99 Base regular + 18.99 x 1.2007 MRF x 1.13 Tax _________________ Total _______________________________________________________ Radio Subscription spiel "Is there anything else I can assist you with ? - By the way ---before our service get interrupted, how's our service so far? - Do you have other car that comes with a built in radio? -“ I ask because Since you ENJOY our service, we would like YOU to EXPAND your listening experience. I can go ahead and send you TODAY our latest radio that you can use inside the CAR/HOME or OFFICE” which is the ONYX EZ + Vehicle Kit This is our latest plug and play radio which gives you a One-Touch Jump button for fast access to your favourite channel which you can use and transfer from one vehicle to another. If you will buy the radio outside its regularly $99.99 but today I can go ahead and send this to you for only $9.99 + Tax for your first 3mos subscription this will save you $90.00... So let me go ahead and send you one today. What address are we going to use for shipping? _______________________________________________________ ROADY BT + VEHICLE KIT + FREE ACTIVATION I understand Mr. Customer that you don't have another vehicle without XM Radio, would you consider listening your favorite program to a radio at home? well I have here a radio which you can also use to other devices and home smart tv that come with - Bluetooth® Connectivity to your car's audio system or devices via audio streaming, - - also you can instantly access to Aux or FM audio - it also allows you to pause, rewind, and replay live satellite radio program - it has a TuneStartTM at the push of a button, automatically start songs from the beginning with TuneStartTM on your favourite channels and get alerts when your favourite songs, artists, and sports teams play on another channel. (Access to Game Alerts depends on subscription plan.) ________________________________________________________ I understand Mr. Customer that you don't have another vehicle without XM Radio, would you consider listening your favorite program to a radio at home? well I have here ONYX EZR BOOMBOX BUNDLE radio this includes everything you need to listen to SiriusXM in the car, at home and on the go. With simple do-it-yourself installation, easily move your radio from your vehicle to the boombox which you can also use to other devices and home smart tv, you can get it in the market for 239.99 + other fees + tax tax but since you are our loyal customer I can only give it to $18.99 + tax aside from the discount let me also take away the activation fee so as long as you keep it active for 24 months to avoid any other transactional fees like the cancelation fee. how's that sound? so let me go ahead and send this radio to your address on file. alright how about let me also take away the shipping fee that's worth $29, how's that sounds? _____________________________________________________ note: if it is still in active for the commitment plan they can change a plan or transfer a plan. You cannot also change the term. even the credit card - the credit card which we put at the open canva will automatic be reflected in the CEP acct. Include on your notes the name of the bundle the transaction number and the amount __________________________________________________ SALES CALLS FLOW: 1. engaging with the customer- Building Rapport 2. Identifying the need of the customer- start probing/Asking Discovery Question 3. Offer- recommending the offer 4. Ask to assumptive closing 5. Manage the objection 6. Manage the payment if applicable __________________________________________________