CFL Fixed Mobile Convergence Academy One solution. One service provider.
KEEPING TELKOM AHEAD OF THE CROWD Providing our customers with the world class services they need and want is of utmost importance in driving our business forward. At Telkom’s Centre for Learning (CFL) we believe that we have a plan that can help drive Telkom forward at full speed.
The role of the sales agent is complex and full suite of solutions. Without this knowledge they demanding. are unable to: Sales agents are expected to know and understand a multitude of complex ordering systems together with a host of products. In addition, they need to know how to analyse the customer’s needs and offer the correct products and services all while the customer is standing in front of them! Not an easy task for anyone to accomplish.
● Ask the right questions to uncover the complete set of customer needs. ● Match the right products and services to those needs. ● Position the value of Telkom as superior to other options available to the customer.
When it comes to salesperson knowledge, sales Indeed, they can’t and don’t hold masterful sales agents in general know too little about their conversations with customers. particular industry, their customers’ needs, and products and services to be able to sell the The result: lost sales and missed cross-selling opportunities.
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CFL JOINING TELKOM ON THE ROAD TO CONVERGENCE As the only service provider in South Africa with a state-of-the-art core fibre network for both fixed and mobile solutions, Telkom Business is the only all-in-one service provider that can deliver true convergence – from fixed lines, mobile voice to Internet and data hosting.
mobile cloud
voice
fixed
data
At Centre for Leaning we believe that we have the Our solution is to bridge any skills gaps that exist skills capacity to ensure that Telkom’s journey to and turn our staff into customer service champions convergence is a smooth one. and masterful sales agents. Over the years CFL has been a consistent learning and development partner of Telkom Business. Our CFL KAMs have a thorough understanding of the specific needs facing business through their involvement with line management and regular interaction with the business. This involvement has led CFL to develop a number of highly acclaimed courses specific to the needs of line. We believe that our training approach is innovative and performance focused which will bring about a competent understanding of the converged world to the Telkom agents in the most cost effective manner.
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CFL Fixed Mobile Convergence Academy Centre for Learning together with line management have assembled a number of short interventions to improve sales agents knowledge of Telkom’s CRM systems and improve their fluency in products and services in the convergence sphere.
The CFL Fixed Mobile Convergence Academy is centred on the most pressing issues facing Sales agents, namely: ● FMC Introduction q
Background
q
Products
q
Number Port-in
● FMC 1st Bill Interpretation ● FMC Number Port in
For the sales agent who completes the interventions but still feels overwhelmed, CFL is proposing a FMC Ambassador Programme. The FMC Ambassador Programme will be a partnership between CFL and store managers. At the heart of the FMC Ambassador Programme will be CFL facilitators who have extensive systems and solution sales experience. Store managers will be encouraged to contact CFL and arrange for the facilitators to call on site to assist staff with systems and sales related challenges.
● Mobile Enabling Tools for Sales q
Mobile
● FMC Sales Role-plays
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INTERVENTIONS FMC Introduction Understanding the customers needs and that a “one-size-fits-all” is not the ideal solution for all business customers, is the core objective of this intervention. The FMC Introduction will provide the Sales agent with background information on the rationale behind Fixed Mobile Convergence and what Telkom is offering in terms of Customer Value Proposition for FMC. The sales agent will learn about the Business Add-on products and the Fixed Mobile products that are available, as well as Telkom's FMC credit vetting rules and Number Port-in.
FMC Interpreting the 1st Bill 1st bill interpretation can be daunting for the customer, and the Sales agents needs to be able to explain to customers where the charges reflected on their invoices have accrued or arisen from. FMC 1st Bill Interpretation is an on-line course hosted on Telkom's Learning Management System (TLMS) that will allow sales agents to access and complete the course anytime they wish from the comfort of their offices. In this course sales agents will be taught how to look up customer charges and how to interpret these for the customer. The course material can be saved and kept as a guideline, to use whenever it is required.
Mobile Enabling Tools for Sales When you’re selling complex products and services, what you know drives what you sell. Mobile Enabling Tools for Sales, whilst refreshing agents knowledge of the Telkom Business Mobile products, will develop the sales agents ability to conduct needs analysis to determine the customer segment and their specific business requirements. The sales agents will then learn how to use mobile business pamphlets together with unique value propositions to clinch the sale.
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INTERVENTIONS CFL FMC Ambassador Programme Not everyone grasps learning the first time round, and with the CFL FMC Ambassador Programme we aim to be the first people the sales manager contacts. CFL facilitators will partner with the sales manager when sales agents need assistance or guidance, be it for systems or product sales. The CFL FMC Ambassador Programme will ensure that Telkom’s sales agents are up to the job of serving Telkom’s customers.
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CFL Fixed Mobile Convergence Academy Details FMC Introduction Purpose of the Course
Workshop Outcomes
To sensitise employees on the new products to
Commercial processes and procedures. Knowledge of fixed line and mobile products.
The webinar will cover the following: ● Why Telkom is moving towards convergence. ● What convergence is. ● Various FMC business products. ● Credit vetting for FMC. ● Number port-in business rules for FMC. ● Demonstrating the bundle builder option available online.
Pre-Requisite for the course
Assessment
22372 Business Analogue Lines (½ day) 22381 BizTalk (½ day) 22382 Tbiz (½ day) 21864 OfficeLink 5, 10,50 (1½ days)
No assessment is linked to this workshop.
be implemented for Fixed Mobile Convergence.
Learning Assumed to be in place
Course Duration
Workplace Application Attendees will have the necessary background of Fixed Mobile Convergence as a foundation to sell FMC products confidently.
2 hour Webinar session.
Who should attend? Telkom employees directly involved in the selling of Fixed Mobile Converged solutions.
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CFL Fixed Mobile Convergence Academy FMC Interpreting the 1st Bill Purpose of the Course To enable the Fixed Mobile Convergence (FMC) Academy for Channels Telkom Direct Shop (TDS) Express - to navigate CRM and OMS in order to get the Billing details of the customer's first FMC invoice and to interpret the first invoice to explain the various costs to the customer.
Learning Outcomes ● Describe how to access the customers Billing information on Clarify. ● Describe what installed products exist per customers BAN, using OMS. ● Interpret the billing data on the customer’s invoice (Bill).
Learning Assumed to be in place
Assessment
PC Literacy. Use of MS Office applications (Word, Excel and Outlook).
A practical formative and summative assessment will be conducted.
Workplace Application Pre-Requisite for the course Any of the following three courses: 16340 - CMSS: Billing for Voice - Res & Small Bus 16345 - CMSS: Adv Back Office - Res & Small Bus 81000 - Adv Back Office - Business Part 1
The learner should be encouraged to employ what they have learned. Promoters must be prepared to provide guidance and support in the workplace, until the learner has gained sufficient experience.
Course Duration 2 hours via TLMS.
Who should attend? Telkom employees directly involved in the selling of Fixed Mobile Converged solutions.
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CFL Fixed Mobile Convergence Academy Mobile Enabling Tools for Sales Purpose of the Course
Who Should Attend?
The mobile space for business has intensified in leaps and bounds in the last few years. Players in the mobile space understand the importance of being the first choice for business communications.
Telkom employees directly involved in the selling of Fixed Mobile Converged solutions.
Telkom Business Mobile needs to be able to increase sales to become a recognised player in the mobile space and to become the first choice for business mobile communications.
At the end of this course participants will be able to: ● Assess Customers' Needs ● Present a solution to the customer ● Be able to draw up UVP's (Unique Value Proposition)
To become the first choice of business, Telkom's Sales Force needs to be conversant with all the products and services available to business customers. Being conversant with the products and services by itself is no guarantee for success. The Sales Force will need to determine the customer segment, conduct a needs analysis and use the product knowledge to offer the customer a solution that meets the customers' needs. No order is ever complete without the completion of the paperwork; SF will need to complete all the paperwork if the proposed offering is accepted by the Customer and then use Mobile CRM process the order for the customer.
Learning Outcomes
Assessment Product Knowledge and Integration of Products, Presentation Skills, role-plays.
Workplace Application Sales staff will be well conversed in the complete
mobile value selling chain. Be in a better position to offer mobile products and services to customers and to follow a structured process when dealing with customer orders.
Learning Assumed to be in place Mathematics and Numeracy, Life Science. Communication and Language. Computer Literacy - MS Office - (Word, Excel, PowerPoint, Outlook), Internet Explorer.
Pre-Requisite for the course 21844 - Mobile Product training.
Course Duration 3 days 8
FMC Academy Glide Path and Development Track Stage 1 - Pre-requisite
Stage 2 - Fixed Line
● ABO Advanced Back Office or equivalent
● Tbiz ● BIZTalk ● OfficeLink ● PSTN + ADD On’s ● ADSL/Broadband ● Existing and older fixed line products ● Webhosting
Stage 3 - Mobile Enabling Tools for Sales
Stage 4 - Introduction to FMC
● Mobile products
● FMC Introduction (WebEx)
● Mobile Sales Scenarios
● 1st FMC Bill Online (CBT) ● FMC System Processing Short Version
Stage 5 - FMC Order Process ● FMC 5 Day System Back Office ● FMC Actual Bill ● Credit Vetting ● CRM 8.1
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For more information or for bookings please contact CFL KAM, Pieter Schlechter on: 011 238 4126 081 317 4751 Schlecpj@telkom.co.za