SDR - Tasks
Welcome calls
Oscar Contreras
Last Update 2 jaar geleden
Purpose: The following task is assigned to our SDRs so that they can contact the prospects who were approved to be part of Gen Mobile.
Steps to follow:
- Contact the owner's store phone number.
- Deliver the message from the script.
- If our first call to the store owner is not answered we will need to call the retail store phone number.
- After the call send the welcome email with the training booking session link.
Script:
This is a Welcome call to advise you that you are now in partnership with GenMobile.
A Master agent will visit your store to complete your onboarding if they have not already done so yet.
Also, after the call, I will send an email with a link to your dealer tools & you can book a free appointment if you would like a training session on the same welcome email. Do you have any questions?
Welcome onboard, thank you for being part of Genmobile.
Note from script: Please note that the following piece of the script will not be mentioned if the dealer or contact made has the Epay portal:
As well, a dealer agreement has been sent for you to sign. Please review it and send it back if you haven't already done so.
Purpose: The following contact is performed for the top seller stores to thanks them on behalf of Gen Mobile and check if they require any assistance with restock for their inventory or other inquiries regarding Gen Mobile.
Steps to follow on these contacts:
1. Call the store owner's number
2. call the store phone number if the store owner doesn't answer
3. This task only calls high-activating stores & asks if they have any assistance or need any?
Script:
Hello, This is Gen Mobile Calling we want to thank you for being a valued partner and just wanted to check in to see if there is anything else we can do to assist you?
Voicemail script – General Script for top stores that the SDR team requires to contact.
Voicemail script: Hello, this is Diego calling on behalf of GenMobile, We are here to provide any support you might need and to address any concerns you might have, please contact Your Gen Mobile Rep or Master agent if you have any questions.
(Opitional if need send Account Executive )
Would you like us to send an Account Executive?
we are the corporate office in THE SAN FRANCISCO BAY AREA.
833-528-1380 cusotmer servcie number ext-4675
Purpose: The SDR calls the stores to inquire about their sales performance with a script and why they have not sold Gen Mobile during the 3 or 1 month of no activation and confirm if they are still selling Gen Mobile.
Steps to follow:
1. Call the store owner's number
2. call the store if the store owner doesn't answer
3. ask all the questions if merch or help is needed with system TSP (PORTAL)
4. If all is good and properly set, please ask the real question (Why haven't you activated Genmo last 1 or 3 months?)
Scripts:
Hello, this is Diego calling on behalf of GenMobile, do you have a moment to speak at this time?
The reason we are calling is for more feedback on the Genmobile product.
(OPTIONAL)
The reason why we are calling today is to inquiry how the Genmobile sales are performing in your store, ( Excellent, Glad, perfect, great, Amazing, etc)
Do you still sell Genmobile? ( yes/no)
Is this a retail location?
Address Accurate?
Do you have Gen merch set up? (merchandise like brochures and posters, Etc")
Do you have sim cards in stock? ( yes or no )
What are the store business hour open?
(Anything we could do to better assist you?) or (Anything GenMo can improve to assist your sales?)
(Any issue with your portal?) or (Is your portal tool working properly?)
(what's holding you back from selling Genmobile products)? Key question
(Is this the best number to reach you at?) or (This best number gets to hold you?) - Crucial for contact.
(Would you like to add a new contact number to your file ?)
Thank you for being the best part of GenMobile!
1 – month task:
Hello, this is Diego calling on behalf of GenMobile, would you happen to have a moment to speak at this time?
The reason we are calling is to get more feedback on the Genmobile product.
(OPTIONAL)
The reason why we are calling today is to inquiry how the Genmobile sales are performing in your store,
Am I speaking with (owner name)?
Do you still sell Genmobile?
Do you have Gen merch set up? (merchandise like brochures and posters, etc.")
Do you have SIM cards in stock? ( yes or no )
Has Master Agent provided support in a timely manner?
Any Issues with your current Master Agent?
(Any issue with your portal?) or (Is your portal tool working properly?)
Any specific reason there were no sales in June?
Anything we could do to better assist you?
Is English the best language to call you?
Is English the most common language for customers that come to the store?
(Would you like to add a new contact number to your file ?)
Also, we wanted to advise you that GenMo has launched the ESIM card for our business partner.
We will be sending more info. via email with our sales team.
Or contact Dealer Support Extension: 1 (833) 436-6624
Thank you for being the best part of GenMobile!
BOOST Blitz Call down
Purpose: The purpose of this task is to verify the stores are still active and confirm they are running business and still selling Gen Mobile.
Steps to follow:
1. Call any number on file to contact the store
2. If no number is on file please Google store number
3. If the store is contacted please verify if the business is active and the address is correct on file.(phone number,email,etc)
Script:
Hello, this is Diego calling on behalf of GenMobile, were just calling to findout if your still selling GenMo?
Is (STORE NAME) still Located at (ADDRESS ON FILE) ? (YES OR NO )
What would be your new business address?
This is only to updated our file in GenMobile to keep a accurated information.
Thank you for been the best part GenMo!
Reminder emailPurpose -The following task requires the SDR team to call the stores and offer a friendly reminder to sign an agreement sent to the stores for them to sell legally Gen Mobile.
Steps to follow:
1. Call the store owner's number
2. call the store if no answer on owner number
3. The agent will inform the store owner to look up their email and sign to keep legal business with GenMo.
4. If the store needs any other assisted please note.
Script:
Hello - This is Gen Mobile - As a friendly reminder -
an agreement was sent to you and has yet to be signed.
Our policy requires it to be signed for you to continue selling Gen Mobile.
We have sent a reminder to your email on file.
If you have any questions, please reach out to your master agent! Thank you!
Contact RequestPurpose: During this task, the SDR calls the prospect for new dealers and Lifeline providers to inform them they received an application to onboard with Gen Mobile.
Steps to follow:
1. Make sure to read any notes or info. left by Prospect before calling.
2. call any number provided on the application.
3. analyze if the Prospect is interested in Prepaid or LLS.
4. Make sure you capture the address from the prospect and send the application to the right department.
Script:
Hello - This is Gen Mobile -The reason why we are calling today is because we received a request
application to onboard with GenMo.
(optional)
Are you still intersted in doing business with GenMo?
ASK for Info! I would like to create a profile for you so the Master agent can visit you,
The master agent will help you completed the onbording process.
May I know the store Address?
(Street Address,unit/Suite,city, stated zipcode, country)
Do you have any current master Agent?
If so, please provide me with their name?
( Debit Connections,inc-Empower(emida)ISO/-MARCECO Ltd.,-RT2,-Vincet Huang & Associated,Inc.,-VIP Holdings,LLC,)
Thank you for the taking first step in becoming of part GenMo, A master agent will be in contact will you soon to continue the onboarding process. Have an Amazing rest of your day.
Master agent re-assigned:Purpose- the following task is performed by our SDR Team to notify the stores their master agent will be re-assigned and they will have a new one to keep them up and running.
Steps to follow:
1. Call the store owner.
2. follow up with the store number if owner doesn't answer.
3. Make sure to provide the name of the new Master agent.
4. send new master agent email info.
Script:
Hi, am calling on behalf of GenMobile to informed you that we are relocating all master agent.
Once all Master agent is completed re-assign, one of them will be in contact with your store to keep business.
Thank you for being part of GenMobile!
Rules for approving doors:
if no address found, approve door.
if address found & has been offboarded with a different
MA, then approve.
if address found & has been offboarded with same MA, then leave/do not approve.
Kite Door Call down.
Purpose: The purpose of the call is to notify the dealer that we will be sending a representative to the store to assist with merchandising as well as speak about the Gen Mobile brand.
Steps to follow:
1. call any number on file to contact someone from the store.
2. If answer, please verify the store address.
3. and yes, advise the store that our Master agent will be visiting the store soon.
Script:
1. "Hello, This is "Diego" calling on behalf of Gen Mobile. If you have one minute we just need to verify that the address we have on file is still accurate.
2. **Read the customer the store name and the read them address"".
3. Thank you for your help and being a part of the Gen Mobile Team"
maps-verify if retail or residential- script
Purpose: The SDR calls the stores and verifies the retail is a store or a residential address, after performing a Google search on these stores.
Steps to follow:
1. Call any number on file --(all these stores are residential addresses on file)
2. If answer, please verify the store address because our address on file shows a residential
3. If he does have a store address, please capture and share it with the manager to update the business address.
4. If the residential address is the business, please report via ticket to Offboard process
Script:
"Hello, This is Diego calling on behalf of Gen Mobile. If you have one minute we just need to verify that the address we have on file is still accurate.
-if residential: We found that this address on file is for you residential location and we were wondering if you could help us update the address to reflect your retail location.
Read to dealer the store name and the read them the address.
-is this your retail location where GenMo can visit the store?
-Do you also have a business at [address on file] is this also a retail location that you have a business at?
Thank you for your help and being a part of the Gen Mobile Team.
Promo call down.Purpose: Promo call down depending on the monthly promotions active during that month or time of the year.
Steps to follow:
1. This script is updated monthly for up to 3500 stores to call the owner.
2. if no answer from the store owner, call the store number to deliver the month's Promo, or benefit from Genmobile.
3. Always send an email after every call made & leave notes.
The following script could vary depending on the promo for that month, but we have the following script as the core script used for this promos:
Hello, My name is Diego with Gen Mobile. First, I would like to thank you for being a valued
Partner. We have some really exciting news to share with you. Am I speaking with (owner's name)?
Our first update is to inform you that Gen Mobile has a new phone program. Gen Mobile is selling new and refurbished phones, ready to go. The devices are unlocked and ready to go and include a free sim with the device. The devices are being sold to you at a rebated price if you are able to sell the phone in a 90-day period and more information will be provided to you by VIP. You can now go to VIPs marketplace and order new and refurbished phones to sell to your customers Note VIP IS doing free shipping on orders of 5 or more Genmo phones or any combination of 5 or more Genmo phones, Boost phones and/or Xfinity modems.
(Add in Devices - and let them know we will be sending an email with the pdf of the device list and overview of the program)
2nd, we have a new free dealer line program -
As a Gen Mobile Retailer and valued partner, we are offering up to 2 free lines that come with a free $20 Gen Mobile Plan and come with unlimited international calling to 100+ destinations.
To qualify for a Gen Mobile phone line, you will need to have 5 activations in the month to get a free dealer line (blue/AT&T). If you activated 10 in one month, you are qualified for an additional line with T-Mobile, and you do have to maintain 10 activations every month to keep both lines active and 5 activations a month to keep the first line active;
Thank you for being part of Genmo!!
RMA Period for VIP (is not Very Important People is a master agent) is 30 Days from day of activation.
Other example of promo scripts:
Promo script
Hello! This is Diego/David calling from Gen Mobile. We have an exciting new promo starting
on March 1st offering up to a 350% spiff on activations - putting us ahead of our competitors
once again!
Do you have a few minutes for us to go over our new promo?
We sent the promotional flier via email. If you didn’t receive the email I’ll make-sure to send
the email again after our call.
Our 350% spiff promo applies to all$20 and $30 plans activated. Instead of $10, you can
earn $14 on a $20 plan and $21 on a $30 plan instead of $15! You will continue to earn this
every month for 5 consecutive months for all activations between March 1st and April 30th
as long as the customer stays active! In addition to this we offer an 8% Airtime discount,2%
residual, and a 5% Auto Pay residual.. For example, you can receive an additional $9.60
payout after 5 months. SO - if your customer signs up during the promotional period fora
$20 plan and stays for 5 months you will earn up to $79.60 in total! And for the $30 plan of
course your earnings will be much higher.
Not only that, we are also offering a 300% Spiff on our $40, $50, and $60 plans. Instead of
a $20 spiff on the $40 plan you will receive $24, $30 instead of $25 on our $50 plan, and
$36 on our $60 plan. The residual payments will also be applied to this offer as well.
This promo is only live for 2 months and is the best in the country - we really hope you can
take advantage of this opportunity and please let us know if you have any other questions.
For more information or to see the flier please visit genmobile.com/dealer-support.
SDR - Marketing Project – off phones task.
Purpose: This project was assigned by 3rd party for Gen Mobile to search and they assigned to the SDR team for Google search and verification (Verify and validate the addresses from the store’s) No call was performed.
Steps to follow:
1. Check each business address in Excel on Google
2. If the address is correct please add has approved or correct address
3. If the address is not correct please note the Excel and add what is on Google shows or other business info.
ACP Transition Call down
Purpose: The following task was performed by our SDR team when the ACP had his winddown and the dealers had a spiff whenever they brought up an ACP customer turned into prepaid.
Steps to follow:
1. call all store owner or retail store number.
2. Inform that new ACP Transition & updates script.
3. we are not currently calling for ACP news. ACP CLOSE
SDR RAE – task
Purpose: The SDR assigned to an RAE will assist them with the visitation’s appointments from the RAE’s and cancel or reschedule the appointments for the RAE’s they are assigned to.
Visitation Reminder Steps:
Review your RAE Planned visit Report in the “Reports” module.
Click on the “Related to” account.
Select “SDR Remote Account Manager Module” on the Account’s Module
Record Dispositions
Send an email with your RAE’s information.
Call Tracks: Appointment/Visitation Confirmation, Follow Up Visit
Appointment/Visitation Confirmation
Hello, this is (SDR Name) calling from Gen Mobile, I work with (RAE NAME) and I am calling to let you know that he plans to make a visit this “DAY”. We are calling just to give you a friendly reminder and make sure you are available at your store for his visit. Will this be a good day for you?
If YES: Perfect, and before he visits is there anything we can assist you with such as sim cards or marketing merchandise?
If YES: Notate the request.
If NO: Okay, is there a better day to visit? (Notate this and let the RAE know)
And before he visits is there anything we can assist you with such as sim cards or marketing merchandise?
If YES: Notate the request.
Would you like contact information from your account manager, (RAE Name)?
If YES, provide contact information.
Thank you! He is looking forward to the visit and we will see you soon.
Visit Canceled - Follow Up
Hello, this is (SDR Name) calling from Gen Mobile, I work with (RAE NAME) and I am calling to let you know that unfortunately, he cannot visit (today, tomorrow, or visit date), but he plans on visiting soon and we will notify you when schedules his next visit.
We will send a follow-up email as well which will have his contact information if you have any questions.
Have a great day and thank you!
Remote RAE – task
Purpose: The agents perform a remote visitation on the stores from the RAE that is not available or usually does not visit those stores.
Rebutals for all TSPs dealers:
Why Gen Mobile? - Sales Cheat Sheet
Differentiators: Why Gen Mobile over anyone else?
15 Day Grace Period
Every Genmo customer has 15 days after their due date to stay connected via text message with any carrier in the USA
Gen Mobile provides a 15-day grace period if your bill is not paid on the due date.
Everyone else will shut down customer service the day after the due date if the bill isn’t paid.
We allow text messaging for up to 15 days after the due date which gives customers more flexibility
Helps customers stay connected even after service is shut off.
Our goal is to be customer friendly, family friendly, and that we understand and care for our customers.
We cater to our customers' needs and expectations.
We put ourselves in our customer’s shoes and want to provide them a sense of comfort.
Example: In situations where you forget or can’t pay on time.
Example: During covid
In emergency situations, if something happens you can still communicate with your loved ones.
If your family’s plan is unpaid, you can still connect with your family.
tier 1 Priority Service - Competitors on Tier 2
Network Priority - Tie
What does this mean?
Simple uses Verizon/t-mobile, Ultra uses T-Mobile but Tier 2
Our agreements with AT&T and T-Mobile make us the only provider that offers a Tier One service
This means you receive priority on towers all over the country, this is what separates us from our competitors. Our service trumps theirs, your connection does not slow down.
Network priority This will kick out the other carriers if they are not under a tier 1 network priority like Genmo "
Our competitors are sub-brands - they will always be mvno
We are backed by Dish Network, a Fortune 200 company, that is set to be the nation's 4th largest network and we are growing with them.
Gen Mobile is new, BUT - there is no other mvno that has backing from a billion-dollar company that is building out their own network that we will transition to in the future.
Roaming/International Calling
Genmo has the option to stay connected with Roaming in Mexico/Canada without having to bring the phone back USA (most carriers have to bring back the device to USA for over 7 days)
We do not require you to change phones if you buy a phone here and then go to Mexico and Canada to use, we do not require you to come back or send the phone back
If you have family members, who a seasonal US travelers, you can stay connected to our network without the hassle of changing phones or sims, phone numbers - Freedom to go anywhere
They can pay their top-up via Genmo App in the USA AND know Mexico & Canada!
Compensation:
We advise the dealers to activate a 20-dollar plan or higher for a better spiff for the store & 4 times more data for the clients compared to our $10 plan
$10 plan is more so for seniors who just use to make calls (flip phones)
Spiff is $10 for a $20 plan
Genmo Offers any 20 dollar plan + a extra 10 dollar credit for the countrys that are not in our List to call land line or cell phone.
GenMo has the option to Text +100 country in any 20-dollar plan or higher
Gen Mobile App:
View data usage
check on family member data usage, buy top-ops through app
Use it to make monthly payments
Customers can select their own pin number
Dealer Support Website:
Spiff Information
Porting Tops
IMEI CHecker
TSP Activation Training
Site is updated monthly
Trainer dealer tasks:
Purpose: our SDR team performs dealer training on the TSP for the dealers who are not able to activate or navigate through their portal.
Reference on the training session material:
TSP SCRIPTS
General Calldown
The following task is performed by our SDR team to notify our dealers about any new program update from Gen Mobile. This also includes the monthly promotion for the dealers. The only thing that changes on the SDR scripts are whenever they calldown a diffrent master agent.
Remote account manager:
The SDR owns his wallet of stores in which he manages relationships and with their master agent.
Script:
Hello, my name is Diego Nunez/Erick Mejia, your store’s new Account Manager from Gen Mobile.
I just wanted to reach out and introduce myself - am I speaking with (Owner Name)?
(if not the owner's name, then ask if the owner available for a quick update.
Awesome, well good to meet you! I am looking forward to getting to know you and your business and
providing you with a personal source of support with Gen moving forward. There are very few stores we provide
with this opportunity so I hope you take it into consideration - you won't regret it.
Again, my name is
Diego/Erick and I am eager to get things going with (company name).
What would be the best day of the week to call the store?
If so, we can hop right into some questions and some information about Gen Mobile to get you started.
While I have you on the phone is there anything else I can help you with?
Once again my name is Erick/Diego, I’ll be your new account manager moving forward & I’m really excited to work with you
Thank you for your time, I’ll be sending an email with my contact information & and the option to book a call or video session with me at any time.