Trainer Prep: Do: Greet class participants as they arrive. Keep energy level high they are about to learn about an exciting new offer!

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Class Length: 15 Minutes Materials: Printed Copies for Class & Instructor: Notes: Trainer Prep: Do: Greet class participants as they arrive. Keep energy level high they are about to learn about an exciting
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Class Length: 15 Minutes Materials: Printed Copies for Class & Instructor: Notes: Trainer Prep: Do: Greet class participants as they arrive. Keep energy level high they are about to learn about an exciting new offer! 1 Time on Slide: 3 Minutes Notes: Say: Most of us remember the thrill and excitement that comes with unlimited access to our favorite amusement park ride at a carnival. All you do is pay, slip on that band and ride until you are dizzy. Say: Our customers are about to experience something similar. Say: Let s find out what is your favorite amusement park ride that filled you with excitement? Do/Trainer Note: - ILT Delivery: Have participants share their favorite ride/list it out on a flip chart or have them stand and share with the group. 2 Time on Slide: 1 Minute Notes: Do: Quickly review the safe harbor statement/rules regarding confidentiality and remind participants that this is a new offer launch and the information from today s training should not be shared until the company has formally released the offer. 3 Time on Slide: 2 Minutes Say: So here you are thinking, yet another training on new offers. Hold on to your belts, this is different. This is huge. This is get out of here, doing a headstand, shouting from the rooftop, good. This is simply fabulous! It is all about providing choice and access to our customers. Say: We are offering our customers unlimited streaming with the Fios Mobile App. As you all know, Fios Mobile app provides our customers with the ultimate entertainment experience. When a customer has Fios Quantum TV and Fios Internet, they can stream their favorite channel and recorded content on select devices anytime and almost anywhere. They can now watch nearly all their recorded shows on the go with unlimited streaming on Fios Mobile App! 4 Time on Slide: 1 Minute Do: Review the What & Why. Say: For the objectives, at the end of this session you will be able to Lead with digital in mind Have a differentiated approach to win joint customers through exclusive offers Say: At this time, I think you are all very familiar with our 2017 priorities! These principles will drive our success as we win in 2017! The reality is, digitally active customers contribute to higher revenue, lower churn and lower cancel rates after install. That is a win, win, win for our Customers, Verizon and You! Customers that have both VZW and Fios have reduced churn and higher Revenue per Customer per Month (RCM) Trainer Note: The Why mentions several business acumen impacts. Review your channel metrics for some of these and speak specifically to the opportunities we have within your channels and how this offer will impact those specific results. 5 Time on Slide: 2 Minutes Say: When we think about this offer, we think Verizon Wireless and Fios are Perfect together! Let s have some fun and think about your Perfect Pair. What is your Perfect Pair? Do: Have the class brainstorm one liners for what they consider the perfect pair. Trainer Example for Demo: You are the cream in my coffee or You are the Syrup to my Pancakes. Trainer Note: Write this example on a flip chart. Have participants write theirs on a colorful post it note and put it on the flip chart. Say: Fios and VZW are the two most awarded networks customers can rely on. We are going all out to woo customers new to Fios and VZW. As previously mentioned Customers that have both VZW and Fios have reduced churn and higher Revenue per Customer per Month (RCM). 6 Time on Slide: 3 Minutes Notes: If conducting this training in a classroom setting, ask the questions face to face. If conducting this training virtually through adobe, you will ask these questions through a poll and provide feedback for the polling results. Say: Lets us do a quick knowledge check to see what you can recall about our Fios Mobile App. Trainer Note: ILT Delivery: Ask the questions face to face with either random selection or create a way to select participants to ask. (Example- Create balloon cut outs and have questions on one side and a number on the other. Select a learner to pick a number and give them that balloon. Have them flip it over and read aloud the question and select the correct response. 1. What percentage of our customers are currently using the Fios Mobile app and what percentage of customers are streaming content? Answer: Only 20% of our customer are currently utilizing Fios Mobile App out of which only 10% actually stream content A. 30%/15% B. 40%/5% C. 20%/10% D. 25%/20% 2. Early access users are.% less likely to cancel pending orders? Answer: Early access users are about 50% less likely to cancel pending orders. A. 35% B. 20% C. 75% D. 50% 3..% churn reduction among customers who activate Fios Mobile. Answer: 8% churn reduction among customers who activate Fios Mobile App. A. 15% B. 8% C. 30% D. 42% 7 Time on Slide: 2 Minutes Notes: Make sure you are comfortable with the VZW referral process. Although you will not be training on the process itself, you may get questions on it.. Say: We just had some fun hearing about your Per Pairs, let s now take a look at this Perfect Pair Offer for our customers. Say: By now you are all very familiar with this fabulous new offer. Customers can get a $250 Verizon Wireless gift card and $250 in bill credits when they sign up for the Verizon Wireless Unlimited plan and a Fios Triple Play term bundle. To top this, our customers can now get unlimited streaming on their Fios Mobile App. Ask: What does that mean? Say/Answer: Customers can now watch recorded content, 140+ live channels, plus thousands of movies and TV shows on-the-go on America s most reliable network! Our customers can now stream and binge watch to their heart s content with the Fios Mobile App without having to worry about data charges hitting them. Now that is a sweet deal. Important Trainer Note to share with the learners- Unlimited Vs Data free: For those without an unlimited plan, their data on fios mobile will be zero rated so no data is used. With the unlimited plans, they already have unlimited data and therefore unlimited streaming.but we still want our sales agents talking to customers about the app EVERY TIME! Trainer Note: All Customers signed up for Fios TV and Verizon Wireless can now take 8 advantage of the Fios Mobile App 8 Time on Slide: 3 Minutes Notes: If conducting virtually, trainer to create a chat pod for participants to share power and transitional phrases. Trainer to provide an example. ILT Delivery: If time permits have learners share with a partner their power and transitional phrases. Activity #1. Here is an existing VZW customer who has been missing out on our award winning Fiber Optic Network. Ask: How will you speak to this offer to an existing VZW customer and get them excited about downloading our Fios Mobile App at the point of sale? Do: Trainer to have prepared and share a Power Phrase as the demo to get the engagement started. Do: Have participants share power phrases for positioning this offer. Review responses throughout to keep up engagement. Thank learners for their examples and for sharing. Trainer Example: For once you can have your cake and eat it too! With your new fios triple play, you get unlimited streaming from our fios mobile app. It ll be like having a mini tv in your pocket, or having a mobile dvr! You re backed by the most awarded, nationally recognized networks, fios and vzw! Suggested points to cover during debrief: Fios is the only internet provider with uploads as fast as downloads Average upload bandwidth capacity per household that's 30x cable Activity#2. Let us see a sample of how to position this offer to a new VZW customer. An existing Fios customer calls in for a bill adjustment and you realize this is a great opportunity to talk to them about our new offers. Ask: How will you transition to this offer to your customers? Do: Trainer to have prepared and share a Transition Statement as the demo to get the engagement started. Do: Have participants share strong transition statements to keep customers open to the VZW offer. Review responses throughout to keep up engagement. Thank learners for their examples and for sharing. Trainer Example: You could say something like There has never been a better time to be a VZW customer. You can now get America s largest and fastest 4G LTE Network ever and get $250 in VZW bill credits. You will get unlimited data to stream all your favorite content anywhere, anytime you want. Are you ready to take advantage of this great offer? Suggested points to cover during debrief: LTE Advanced, America s largest, fastest 4G LTE network ever. 50% faster peak speeds in more than 450 cities, coast to coast 9 Say: Here is a sneak peak of our exciting Marketing Material that will go out to customers. Ask: How great are these? Show me your excitement by giving me an Applause by clapping 10 Time on Slide: 1 Minute Trainer Note: Use this slide to review the details of the offer and the referral process before you deliver the training to help with filtering the Q&A at the end of the training. Trainer Note: To link into previous releases and training, share with your learners that the Jam Session documents (New Offer Roadmap Job Aid and the New Offer Q&A document) is available in VZU. These documents will also assist you in handling any Q&A that may come up in your sessions. 11 Time on Slide: 1 Minute 12 Time on Slide: 1 Minute 13
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