The WOW! Sales staff understands that not ever customer’s needs are the same. They also understand that the economy has not been the best lately, as well. The WOW! sale staffs are not only trained on the product knowledge but also how to “Right-Size” the customer to what they need. If you are only using the High Speed Data for checking your email, you probably do not need the fastest speed of service. Or if your idea of watching TV consists of the local channels, then a premium package may not be for you.

  When you call in to order new service, or change your existing service, let the sale staff know what your needs are and they will make sure that services you buy are the “Right-Size” for you. A salesperson is available 24 hours a day, 7 days a week, by calling: 866-496-9669

Randy - WOW! Sales Associate

To continue in the “Day in the Life” theme , I would like to give a little insight as to what the sales staff at WOW! go through on a daily basis. The Sales staff do not only take inbound sales calls and just set up service. Their job is a little more complex than you would expect. Below is a brief job description of a sales associate at WOW!:

• Field inbound calls from customers/potential customers interested in WOW! service.  Follow the sales process to maximize sales potential.
• Accurately access customer’s needs and issues to recommend the features, benefits and value of WOW!’s product offerings specific to this customer.
• Meet or exceed company expectations with regard to calls per hour, closing ratio and talk/handle time.
• Schedule customer installation appointments in compliance with company standards.
• Discuss complex installation procedures to recognize and effectively escalate issues to the appropriate department.
• Collect appropriate data from the customer in order to accurately process an order
• Effectively record all customer contact to provide insight to company policies and procedures.
• Maintain knowledge of current procedures, packages, and policies.

I was able to sit down with one of the Sales associates, Randy, and asked him a few questions about his daily activities:

• 1. Tell me what a typical day in the life of WOW! Sales person is like?

Randy – A typical day would normally include, checking our cancelled orders, logging in, taking inbound calls, enjoying lunch, calling outbound for 1 hour, then taking more inbound calls. This can sometimes be interrupted by special project time where we coach our peers or team meetings.

• 2. What are the tools you have available to do your job?

Randy – For sales, we have access to a variety of internal support articles and help line representatives to provide us with all the correct process information. We also have a “What’s the Catch” webpage designed to give us specific information about competitors and their offers, so we can provide customers with the best deals according to their needs.

• 3. What’s the most rewarding part of your job?

Randy – The most rewarding part of the job is relationships we build with both our peers and supervisors. It’s a very comfortable place to work and it’s easy to succeed if you try your best all the time.

• 4. What training do you have to go through to do your job?

Randy – About 90% of the training we go through is about process; basically, following the rules and learning new procedures. When new products or specials are launched, or when a new process is implemented, we will usually have a training class teaching us how to intertwine the new processes with the old processes.

• 5. What’s the most asked question you get on the phone by customers? 

Randy – Most phone calls follow a pretty “set” pattern. The two questions I get asked the most are “Do you guys have DVRs?” and “Do you guys provide service in my area yet?” For the record, yes, we do carry DVRs.

• 6. Can WOW! sales people answer other questions about my service? 

Randy – WOW! sales representatives can answer almost any question regarding what services are in each available package, how much it costs, how long the rate is good for, and that what is involved with installing the services. Some representatives also have a very strong understanding about networking, equipment, programming, competitors and billing.

Again, the day in the life of a Sales Associate involves a great deal of of product knowledge and interpersonal skills. These asscociates are here to help you the best they can and ensure you have the best possible package that suits you, the customer.

Top Sales Rep Chris Gavriles

Meet Chris Gavriles – WOW!’s most successful sales representative with over 500 new customer ‘installed’ sales for each of the past three years:  2007, 2008, 2009.  Chris joined WOW! in late 2005, having spent a year selling for ‘the dark side’ as we call one of our major competitors.  He took 2006 to hit his stride and learn what it means to sell broadband services the WOW! Way and he’s led sales production ever since.

Chris credits his success in large part to being able to sell products and services that he believes in, as well as being supported by a network of departments committed to serving customers in a way that is memorable.  According to Chris, “It’s easy to sell for WOW! because I believe so strongly in our products, our services and the value we provide our customers.  If you’ve ever been in sales you know that’s half the battle.  It’s easy to sell what you believe in.”  What Chris is talking about is our long-term pricing and our focus on Servanthood – these are part of WOW!’s culture and commitment to customers.

Mike Harvey, Regional Sales Manager says that sales representatives at WOW! are trained to thoroughly assess a customer’s needs before recommending a bundled package.  If a resident only uses internet for email and the occasional ‘Google search,’ he or she doesn’t need the fastest speed.  On the other hand if a customer logs time online into the wee hours of the night as a ‘gamer,’ his or her internet speed needs to be maximized.

Harvey teaches his reps to focus on WOW!’s approach to long-term pricing.  Contrary to the bait-and-switch approach many large companies use, WOW! sets guaranteed pricing for periods of up to 28 months.  From a sales employee’s perspective, they appreciate being able to assure customers there won’t be a price hike in 6 or 12 months.  On top of that, WOW! does not require a contract commitment and installations have a money back guarantee if a customer is not satisfied. 

Finally, sales reps at WOW! are trained to evaluate customers’ installation needs so any special circumstances can be noted on the order.  When setting up the job, sales reps can offer installation as quickly as the very next day.  Arrival times for the install technician maybe scheduled within 1- or 2-hour specific timeframes, minimizing the customer’s need to sit home and wait all day for ‘the cable guy.’ 

When asked to pick one thing that contributes to his success, Chris declined to prioritize.  “It all works together,” he said, “When I knock on a door, I treat the customer with respect, I talk with them to identify their needs, and I review the advantages WOW! has to offer.  When you’re representing a company that is so focused on Servanthood, it isn’t all that hard.  I leave each sale feeling good about saving the customer money and giving them a price guarantee.  But what I really feel good about is knowing they will receive the best service in the industry, from every department at WOW!.”

The first step to our sales process is to check our availability in the area where the requested service is to be installed.  This is essential since cable lines are not ever-reaching and our lines will need to be in close proximity in order to provide the best possible service.

Once we have verified serviceability, our second step is to determine whether the consumer needs cable, Internet, phone or any combination of the three. At WOW!, we understand that the needs of our customers can vary; not everyone is going to need the same bundled package.

Once a need has been determined, our sales agents will go over the standard rates and everything that is included in the package. Many times our customers are WOW!ed by the many combinations of bundled services WOW!  offers as well as the amazing price points.

Since there are many combinations available, our sales representatives will also make it a point to ask a lot of questions about your needs. The sales staff will do their very best to ensure that the package is exactly what you are looking for so you are not paying for services you don’t need; that’s the WOW! way!

If you are interested in WOW! services, please contact us at: 1-866-496-9669 ( 1-866-4WOW NOW )