Wireless Sales Call Script (Detailed)

Authors: Chris Bratcher, Mark Will | Updated: August 2024

Call Pick-Up Introduction

Introduce yourself
Confirm the customer is looking for internet service
If possible, determine if the service is Fixed Wireless or Fiber
Ask for their physical address

Can We Provide Service?

Use Tower Coverage at https://www.towercoverage.com/

Username: noc@bertramcommunications.com
Password: noccon1995

Add the address in the top right search bar, select the correct one, press search.

After it loads, make sure the green pin drop is on the correct house
If the pin drop is in bright green: full send and schedule an install (unless surrounded by trees and would need a tower)
If outside the bright green: escalate to Chris for a better idea of service availability

No: There are hills or trees that will block the signal. Explain what is in the way so they understand why we cannot provide service.

Yes: "It looks like we have a promising line of sight to your house. Please know that there is always a chance that it could fail at installation."

Speed and Pricing

Confirm if the service is for residential or business
Let them know data usage is totally unlimited
Businesses MUST go on a commercial plan
- Send business inquiries to Chris for best resolution
- Commercial gives priority on service calls
- Enables Static IP if needed ($20/month)
"You can always upgrade your speed package, so if you're not sure, start with the lowest speeds you think will work."

No Contract vs Contract

No Contract (signs Terms & Conditions)

Installation Fee: $59.95 ($79.95 for Commercial)
Equipment Rental Fee (one-time): $10.00
Includes: 1.5 hours of labor (additional: $125/hr), 75 ft cable (additional: $1/ft), PoE
Does NOT include tripod/pole/extended mount
If needed: 5ft tripod $65, 10ft tripod $165, non-pen mount $200 (flat roofs often need this)

2-Year Contract

Installation Fee: $0.00 (free)
Equipment Rental Fee (one-time): $10.00
Price is locked in for 2 years
Includes: 3 hours of labor (additional: $65/hr), 150 ft cable (additional: $0.50/ft), PoE
Includes 5ft or 10ft tripod w/mast if needed
If needed: non-pen mount $200

Routers

"The router is the only thing we don't supply — do you have one?"

No: They can get one from Walmart, any office supply store, or order online. Provide the Customer Router Recommendation Guideline PDF.
Yes: "As technology keeps getting better, it's best to replace your router about every 5 years."

Set Up the Customer Account

Double-check that the customer is not already in the system or we didn't service their address in the past
Customer MUST sign no-contract or 2-year contract before we can schedule an installation
In Powercode:
- Navigate to Services → Add Service → select desired monthly internet rate → Add
- Add Service again → include Protection Plan rate under monthly option
- Go to Overview → select contract option → Add to Queue
Customer logs into portal to sign:
- Portal info under Contacts in Overview → Edit
- Portal Username = their email address
- Create password (usually their 10-digit phone number)
- Portal URLs:
  - Bertram: billing.gobertram.com
  - DCB: billing.doorcountybroadband.com
  - XL: billing.xlbroadband.com
- Once logged in, they see View Agreements in the highlighted yellow section
Confirm signature by refreshing Powercode — contract expiration date will be updated under Overview

Scheduling & Billing

Under Jobs → Create a job
- Type = Install
- Template = Installation
- Job Notes Template = Installation
- Fill out required notes
Schedule: select today's date in bottom left corner
- Look for open slots Tuesday–Thursday
- Always try to schedule a week out unless customer requests earlier
- If earlier, make sure drive time is reasonable and job is in same area as others
- Drag job from workbench to desired slot
- Ensure no overlapping jobs
- Click date again → save (floppy disk icon)
Tell customer: "You'll get a 30-minute call ahead from field services the day of."
Email link to customer portal or give login info
Go over invoice dates, billing, and questions
- Set up auto-pay if customer allows
- If not: explain invoices emailed on the 1st, payment due 10 days later
- Check by mail: $2 check processing fee

3-Month Promotion

If they mention the 3-month free promotion:

Under Billing → Scheduled Events → Add
Description: 3-month promotion
Date: always the 1st of the month following install date (e.g., install 9/18 → date 10/1)
Event type: Add Service
Service to Add: their plan under self-expiring discounts
Recurrence: one-time
Prorate Change: unchecked → Save

Final Checklist

Rates are added
Contract is signed
Job is created with confirmed time and date
Call note is made and documented
Email the customer the sales pack information