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YOUR
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YET.
2019
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COPYRIGHT &
COPYRIGHT © 2019 - CALIBER SMART

CALIBER SALES TRAINING MANUAL
LICENSE STATEMENT
COPYRIGHT © 2019 CALIBER SMART, ALL RIGHTS RESERVED
No part of this publication may be reproduced, distributed, or transmitted in any form or by any means,
including photocopying, recording, or other electronic or mechanical methods, without the prior written
permission of Caliber Smart, except in the case of brief quotations embodied in critical reviews and
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Communications addressed “Attention: Permissions Coordinator,” at the address below.
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2601 N. Canyon Rd.
Provo, UT 84604
caliberreps.com
CALIBER SMART
SALES TRAINING MANUAL

3

YOU
TABLE OF CONTENTS 4
ARE

UNBREAK-
ABLE
MESSAGE FROM RYAN PG. 5
1. PRODUCT KNOWLEDGE PG. 6

1.1 THE BASICS PG. 7
2. EDISON: THE 4 PHASES OF THE SALE PG. 14

2.1 INTRODUCTION PG. 15
2.2 PHASE 1: PROSPECTING PG. 18
2.3 PHASE 2: THE PITCH PG. 24
2.3 THE FULL PITCH PG. 31
2.4 PHASE 3: THE SALE PG. 33
2.5 PHASE 4: THE CLOSE PG. 43
3. THE ESSENTIALS PG. 52

3.1 ESSENTIAL INFORMATION FOR THE SALE PG. 53
4 STRATUS PG. 58
5
OLSON
RYAN
The wireless industry is ever evolving. If you think about just the last 10 years, phones
have evolved from basic flip phones to the most advanced Smartphones; they have be-
come lifelines for most people! When it comes to sales, the key is finding a product that
is a necessity rather than a commodity. In today’s world, a cell phone is just that-a neces-
sity, which makes it the best possible product to sell. It’s a lifeline to the world we live in.
Sprint has been the innovator in the Wireless space. They are the first carrier to launch
4G and are currently on pace to launch 5G in 2019! Sprint has changed the industry by
offering UNLIMITED data for the best price with the most value.
At Caliber we are changing the industry. We are the first company to successfully launch
a face to face wireless program that gives our customers the ability to purchase wireless
in the comfort of their own homes. This means no more retail stores and 2 hour wait
times. This means a true face to face experience that brings value along with the best COPYRIGHT © 2019 - CALIBER SMART
price and the latest technology right to their home.
Ryan Olson
VP of Sprint & Communication
KNOWLEDGE
PRODUCT
1
6

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1. PRODUCT KNOWLEDGE
1.1 THE BASICS (THE CELL PHONE INDUSTRY)

Before you learn about Sprint and how to effectively sell it to customers, it is important that you
understand the basics of the mobile phone industry.
There are 2 main types of mobile phones in the industry: post-paid mobile phones and pre-paid
mobile phones.
Post-paid Mobile Phones
The post-paid mobile phone is probably the kind of mobile phone you are most familiar with. The
post-paid mobile phone is a mobile phone for which service is provided by a prior arrangement
with a mobile network operator. The user in this situation is billed after the fact according to their
use of mobile services at the end of each month.
There are 4 major post-paid mobile phone service providers. If you are not already familiar with
these providers, it is important that you know and become familiar with each of them! These pro-
viders are:
Pre-paid Mobile Phones
A prepay mobile phone (also commonly referred to as a pay-as-you-go, pay-as-you-talk, pay and
go, go-phone or prepaid) is a mobile phone for which credit is purchased in advance of service
use. The purchased credit is used to pay for mobile phone services at the point the service is
accessed or consumed.
While the 4 major cell phone providers also offer pre-paid options to their customers, there are a
few major providers who offer pre-paid options that you should be familiar with.
Those providers are:

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Line
“Line” refers to the user and their phone number. For example, when referring to how many
different phone numbers or users are on an account, you would identify these by saying
“there are 5 ‘phone lines’ on this account.”
Wireless Spectrum
Before you learn anything else about the mobile phone industry, you must understand what
spectrum is and why it is so important.
Spectrum is the range of electromagnetic radio frequencies used to transmit sound, data, and
video aross the country. It is what carries voice between cell phones, television shows from
broadcasters to your TV, and online information from one computer to the next, wirelessly.
Wireless Data
Wireless data is the transmission of data over the air. Wireless data includes all internet-based
communications. Wireless data generally refers to transmission to and from a mobile device.
Voice
Voice refers to the audio signal that transmits audio from device to device. Simply put, it refers to
the audio signal that is transmitted when someone is communicating wirelessly.
HD Voice
Wideband audio, also known as HD voice, is high definition voice quality for telephone audio. It
extends the frequency range of audio signals transmitted over telephone lines, resulting in higher
quality speech.
Coverage
Wireless telephones work by communicating via radio waves using a system of base stations,
which are more commonly known as “cell towers.” These towers send and receive calls and
relay them to other networks. Because wireless phones communicate using radio waves, their
reliability is influenced by many factors, such as the proximity of the phone to the cell tower with COPYRIGHT © 2019 - CALIBER SMART
which it is communicating, physical obstacles, and other various types of interference.
“Coverage” refers to the quality of signal strength dBm (decibel by milliwatts) that a customer has
with their cell phone service. For example, you may hear someone say things like, “What kind of
coverage will I get with Sprint?”
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Roaming
“Roaming” is the term that describes a wireless phone’s ability to make and receive calls outside
of the service offered in your provider’s service plan. You can also send and receive data or access
other services. Roaming is when a subscriber of one wireless service provider uses the cell towers
of another provider.
The ability to roam is the answer to a customer getting better coverage than they would if they
were only relying on their provider’s service areas.
Mobile Hot Spot

A mobile hot spot is a setting that can be found on most smartphones. A mobile hot spot creates
a small area of Wi-Fi coverage that allows nearby Wi-Fi devices to connect to the Internet through
the data coverage of the cell phone. Most iconic smartphones can connect up to 10 WiFi devices
per unit.
Contracts
Contracts, once again, are only required mainly with the post-paid mobile phone providers.
Contracts vary from provider to provider as far as price and terms are concerned. However, it is
very rare now-a-days that these providers require cell phone contracts. Rather, most cell phone
providers have moved to requiring “mobile phone payments.”
Mobile Phone Lease

A mobile phone lease works similarly to any other kind of lease fee. The fee varies depending on
the provider, device itself and any promotions that the provider may be running at the time. The
lease is a monthly phone payment that the customer agrees to pay every month while they have
the service.
Porting
Porting refers to when one provider submits a request to another provider in order to transfer
a new customer’s previous mobile phone number to the new service provider’s network. It is
important to understand that virtually every customer will want to “keep their previous phone
number and “port” it over when they choose to switch providers. You will need to collect the
customer’s account number and pin code from the previous provider. Not all numbers are
eligible for porting between carriers. It is imperative that you check in app drawer via the “port
ELIGIBILITY tool” to verify each number.
Transferring Content
1. Apple Devices: Back up all the content to the “iCloud.” If they do not have enough storage, the
customer should purchase additional storage. (Settings > General > Storage and iCloud Usage >
Manage Storage > Change Storage Plan.)
2. Android Devices: Use the manufacturer-provided application on the device or download a

transferring application via the “Google Play Store.” (For example, Samsung Smart Smart Switch,
LG transfer Tool, HTC Smart Transfer.)
3. Non Smartphones or Flip Phones: Use the Bluetooth feature on the devices to transfer
contacts between non-smartphone devices.
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1.2 SPRINT
Contract Buy-Out
A contract buy-out refers to when one provider offers a new customer the ability to pay off a
certain amount of any remaining penalty fees after they have discontinued their previous services
through the new provider.
For example, Sprint offers each new customer up to $XXX per line to pay off any debts they may
still have with their previous provider. (Refer to your Sprint Tri-Fold for specific dollar amounts.)
Protection
The protection plan is a guarantee that the provider will offer each customer in order to protect
their devices. Most protection plans are paid for in monthly payments as part of the customer’s
bill and vary in price from provider to provider. When speaking to customers about our protection
plan its important to not use the word Insurance.
TEP Plus
Cost: $15 per line ($19 for iPhone X and above)
What it includes
TEP Plus includes next day replacement and a secure backup with the Sprint gallery app. There
is a Tech Expert support line that is available 24 hours a day 7 days a week. You can call them at
(800) 584-3666 or chat with them at https://sprintcomplete.com/askmyexpert. It also includes a
trusted repair service, which is extremely easy to easy to access by store front or by mail SPRINT
store or by mail.
In most cases, in-store repairs are completed the same day and all mail in repairs are typically
ready within 5 business days. TEP Plus allows for 3 claims per year.
For additional details please visit: www.phoneclaim.com
This protection covers the customer for any damage, loss or theft and also includes instant access
to tech support for premium support and an automatic backup service for all photos, videos with
the SPRINT gallery app.
iPhone Users
All iPhone users will have Apple Care included as part of their protection plan.
Apple care includes the following:
1. $29 screen damage repair

2. $99 for damaged phones caused from any accidental handling.
3. Coverage against loss, theft and physical damage
Fulfillment Process
After you submit the order in App Stratus, the phones will ship from the warehouse overnight and
your customers should receive the devices within 1–2 business days. Once the devices arrive,
the customer will power on the devices and follow the on-screen steps in order to activate the
devices.
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BYOD
BYOD stands for Bring Your Own Device. This is going to be eligible for customers that own their
devices completely. The advantage for you and the customer is that by bringing over the device
there will not be any additional charge for the phone because it is payed off. This in turn allows
you, the rep, to give a more competitive price.
It is important understand that not all phones are eligible to be brought over to the Sprint
network. All eligibility is based on the specific “IMEI #” for each device.
IMEI #
The IMEI # is basically just another serial number for the device and is used to determine different
aspects of eligibility.
Checking Eligibility
In order to check eligibility see the following:
1. Select the BYOD tab in Stratus (picture of stratus here)
2. Enter in Phone IMEI into the tool (picture of BYOD page)
3. Visit https://www.sprint.com/BYOD
Qualification
There are two different types of qualifications. All qualifications are based on the customer’s
credit history. These qualifications are:
1. Prime
2. Sub-Prime
Prime
If a customer qualifies as a “Prime” customer, they have excellent credit and will not have to pay
any kind of deposit or down payment unless their device requires it.
There are 2 levels of Prime customers. These levels are Prime 5 and Prime 10. The number
associated with the qualification signifies how many lines of service they are eligible for.
For example, a customer who is Prime 5 is typically only eligible for 5 lines of service.
**NOTE: Even if a customer is Prime 5, there is still a good possibility that they can qualify for more
lines of service upon request. Contact Sprint account creations at: 1-385-220-5648 for details.
Sub-Prime
If a customer qualifies as a “Sub-Prime” customer, they will have a down payment on the devices.
The amount of the down payment is typically based on their credit score and other financial
factors.
The following indicate the down payment amounts that are associate with the corresponding COPYRIGHT © 2019 - CALIBER SMART
Sub-Prime qualification level. Corresponding Sub-Prime qualification level below is for example
purposes only. This example gives you an idea on how down payments work.
1. Sub Prime 5 ($0-$75)

2. Sub Prime 4 ($75-$250)
3. Sub Prime 3 ($250-$500)
4. Sub Prime 2 ($500-$750)
5. Sub Prime 1 ($750+)
The above-required down payments are based on new “iconic” phones. For example, the iPhone
XS or The Galaxy S9.
**NOTE: A great ALTERNATIVE to offering the customer a new Iconic phone is to instead, offer
them a pre-owned version for lower down payments.
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Pre-Owned Phones
A pre-owned version of a phone with SPRINT is simply a “lightly used” version and/or a returned
or exchanged phone. For example, if a customer ordered a black iPhone 7, opened it but then
decided they wanted a different color, they would then exchange that phone. That phone would
now be considered a “pre-owned phone”.
More than likely, customers will assume that these pre-owned phones are refurbished which
means they were once broken or damaged, repaired and re-sold. It is important that you explain
that this is not always the case.
The advantage for you as a rep and the customer is that these types of phone require a much
more inexpensive down payment. These down payments are once again determined by the Sub-
Prime qualification level of the customer.
The down payments according to these levels are as follows:
1. Subprime 5 ($0-25)
2. Subprime 4 ($25-50)
3. Sub Prime 3 ($50+)
4. Sub Prime 2 ($50+)
5. Sub Prime 1 ($50+)
Sprint Flex Lease (Lease to Own)

The Sprint Flex Lease is a payment plan through Sprint that allows the customer to pay for their
devices in 18 monthly payments vs. paying the total price of the phone up front. It is important to
understand that this plan is designed to give the customer great options with regards to phone
upgrades and/or phone purchase.
**NOTE: More than likely, customers will assume that this is a true lease that requires them to
turn the phone in upon the lease term completion. It is vital that they understand this is actually a
“lease to own” option. In other words, after the 18-month lease term, they will then be eligible to
buy the phone based on the remaining balance.
Upgrade Eligibility
Customers who have the “iPhone Forever” and the “Galaxy Forever” plans will be eligible for
annual upgrades. If the customer does not wish to upgrade at that time (Year mark), they can
instead upgrade anytime after that until their 18 month lease is over. If the customer is not on one
of these plans, for $5 a month per line for 12 consecutive months they can also upgrade after the
first year.

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Purchase Options
After the customer’s 18-month lease term expires, they will have device purchase options. These
options are as follows:
1. Pay off the remaining balance in one lump sum
2. Break the remaining balance up into 6 payments
Pay off the remaining balance
Most customers will want to know how much they will have to pay in order to own the phone after
the 18-month term. To figure this out, they should follow these steps:
1. Find the full MSRP of the device

-iPhone 8 MSRP $699.99 (NOTE: Example MSRP May Change)
2. Multiply the full MSRP by 25%

-699.99 X .25 = 174.99
Break the remaining balance up into 6 payments
As stated above, the customer has the ability to break this balance up into 6 payments.
Example:
A balance of $174.99 divided by 6

-174.99/6 months = 29.16

THE 4 PHASES OF THE SALE
EDISON:
2
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2. EDISONTHE 4 PHASES OF THE SALE
2.1 INTRODUCTION
Thomas Edison said, “I have not failed. I’ve just found 10,000 ways that won’t work.”
There are thousands upon thousands of different training techniques and processes used to train
door-to-door reps each with varying levels of success.
The CALIBER EDISON TRAINING PROGRAM, however, is the light bulb—the 1 in 10,000 that
works. And it’s allowed Caliber to take sales training to a whole new level. The EDISON program
has 3 main objectives:
1. EDISON breaks the sales process down in the simplest way possible. By doing this, it allows
sales reps to not only learn the content easily but also retain the information and apply it on the
doors to experience success quickly.
2. EDISON is a system of building blocks. The idea is that you aren’t going to expect someone to
be able to write a book before they know how to write! Likewise, we will not teach you how to
pitch a customer before you understand how to find the right customer. We are not going to teach
you how to sell a customer before you understand how to effectively pitch a customer at their
door. Finally, we aren’t going to teach you how to close a customer before you understand how to
efficiently go through The Sale process with the customer. Each phase builds on the last.
3. EDISON focuses not only on what the sales rep should do and say, but also on why and how the
sales rep does something and says something. Human beings are much more likely to develop a
new skill and remember it when they understand the purpose behind what they are doing.
The 4 Phases of the EDISON Training Program are
1. Prospecting
2. The Pitch
3. The Sale
4. The Close

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PHASE 1: PROSPECTING
Before you ever learn how to effectively pitch, sell or close a customer, you must first understand
how to find those customers in the most effective way! Prospecting is one of the most important
aspects to the sales process. Too often, sales reps will simply start on one end of the street and
then methodically work their way up each side from house to house regardless of whether or not
there are actually signs of life. Prospecting is understanding how to use your time effectively
and how to put yourself in front of more qualified buyers faster.
The very first step in prospecting is having a plan. The sales reps who are the best at prospecting
understand that making a plan about how they will most effectively navigate through their area in
order to find qualified buyers is key.
Secondly, you must understand how to break up your day. A day in sales can seem very long and
has many ups and downs. However, those who are best at breaking up their day as part of their
prospecting process rarely feel the same level of mental and emotional strain that those reps who
do not do.
The third step of the prospecting process is having a clear understanding and direction regarding
what things you should be doing during each part of the day.
In this industry, time is money, and understanding how to use your time most
effectively is crucial!
PHASE 2: THE PITCH
Once you understand clearly the purpose of prospecting, how to do it effectively, and why it is so
important, you can then learn how to effectively approach a customer at their door.
The first thing that is important to know and remember is that the main objective of the pitch is
to get in the customers home. You are 20 times more likely to make the sale inside the home than
you are on the porch.
Next, it is important to know that a customer only cares about 3 things when approached by a
door-to-door sales rep. Elaborating on anything more will cause the customer to lose interest or
make the sale more difficult than it needs to be. These things are, what you are doing, why you are
there, what’s in it for them.
Once you have identified what you are doing and explained why you are there to the customer,
you must then get them to think about and want to know what’s in it for them! In order to do this,
it is critical that you are able to create interest or “hook” the customer and get them to allow you COPYRIGHT © 2019 - CALIBER SMART
into their home where you will be able to go through the sale process.
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PHASE 3: THE SALE
Once you understand how to effectively approach a customer, you then can learn how to
efficiently go through the sale process with the customer.
Once inside the customer’s home and having already looked at the customer’s bill, the first thing
you do is get the customer to sit down. Once they have sat down, you can then transition to the
sale.
As you begin the sales process, it is important to understand that it is a simple 3-step process. An
efficient sales process entails identifying what the customer has, showing the customer what
they will be getting with SPRINT, and then showing the customer why SPRINT service will be a
better fit for them. The best way to accomplish this is by mastering the T-Chart.
PHASE 4: THE CLOSE
Once you have learned how to efficiently go through the sales process with the customer, you can
then learn how to close the customer.
In order to truly understand how to close a customer, you must first know the difference between
a soft close and a hard close. Next, you must understand the correct order of closing. As your
understanding of these 2 things improves, you will be able to close a higher percentage of
customers.
After the customer has been successfully closed, you must then be able to solidify that customer.
Remember, a sale is not a done deal just because the paperwork has been filled out. The sale does
not stop until the customer has been completely solidified and ultimately until the devices ship
and the customer activates them.

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2.2 PHASE 1: PROSPECTING
Learning Objectives
1. Learn the importance of prospecting correctly.
2. Learn how to make a plan for prospecting.
3. Learn how to effectively break up your day each day.
Throughout the summer, your manager will assign you specific areas that you will be managing
and working. It will be up to you to make the absolute best of this area you are assigned. The
key to this is prospecting.
Effective prospecting is absolutely crucial to the success of a sales rep. But despite its extreme
importance, it is a principle that is often forgotten or ignored.
Simply put, effective prospecting is the key to setting yourself up in the best way possible to sell!
When you prospect correctly, you not only allow yourself to use your time as wisely as possible,
but you also increase the number of qualified customers you are able to find throughout the day.
The best sales reps in the industry have many things in common. One of the number one things is
that they all understand how to prospect!
What Not To Do
A major part of understanding how to prospect is having a clear understanding of what it means
to not prospect!
Let’s take a look at what a sales rep who does not understand how to prospect does. Their process
looks something like this:

1. Get out of car at the end of one of the streets in their area.

2. Begin knocking first door on left side of that street.

3. Continue up the same side of that street knocking each and every door regardless of
whether or not there are signs of life.

4. Once every single door on the left side of the street has been knocked, move over to
right side and repeat process.
5. Once every single door on the right side of the street has been knocked, transition to
the next street and repeat process.
This is not an effective way to navigate through an area. By following this process, the sales rep
will waste both lots of time and lots of energy. It will take much longer for them to find qualified
buyers, and as a result, it will be much harder for them to consistently produce.
In order to maximize on time and energy, you must learn how to prospect effectively.
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Have a Plan
The very first step of prospecting is making a good plan of how you will navigate effectively
though your assigned area. This plan should be well thought out and constructed to guarantee
that you are using every minute of every day in the smartest way possible.
Know Your Area
As you make this plan, you will first want to have a very clear understanding of your area. It is
important that you know everything there is to know about it. For example, you should know if it
is a middle-class neighborhood where most people will be working during the day. Is it a smaller
town where most people are retired or working swing shifts and will be home mostly during the
day? Knowing your area is crucial to making a good plan because it allows you to be able to
anticipate what you will be up against each and every day.
In addition to understanding what “kind” of area you are in, it’s also important to know what
competitors you will be up against! When you know this, you will be able to formulate a much
better plan as to where you should start knocking and how you should address each customer.
Knowing your competition also allows you to have a better idea of which houses are the greatest
probability of a sale. For instance, if you have a very high closing percentage when it comes to
certain types of customers, you should know if your area has a lot of them and where they are all
located. That knowledge will give you the ability to have a much more solid plan.
Where to Start
In sales, the first sale is not only always the hardest of the day, it is also the most important! Some
call getting the first sale, “getting the money off of your back.” This is because once you get your
first sale, your stress level goes down, your positivity goes up, and now, rather than anticipating
a no at each door, you are now anticipating a yes. The faster you can get a sale in the day, the
better.
This is why the next thing you should do when making your plan for the day is figure out exactly
where you will START knocking. It is so important that you know exactly where you will start
knocking and that the place you pick is the part of the area where you feel you will have the best
probability of selling quickly!
Whether you are beginning a brand new area or continuing to knock the same area you have been
in for a few days, make sure that you always have a plan of where you are going to start knocking
each day and put yourself in the absolute best position to sell quickly!

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Break up Your Day
The next important thing you must do in order to prospect effectively is to break your day up.
Every single day, you will have 8–9 hours to knock doors and close customers in your area.
Because of the constant ups and down and mental/emotional stress that comes from a job like this, it is
absolutely essential to your success that you break up each day into smaller time periods.
By doing this, it allows you to not feel as stressed out. Naturally when someone thinks about an
8–9-hour day knocking in the hot sun, it can feel very daunting. Immediately, the sales rep begins
to feel stressed and anxious about the situation. However, the day does not seem so daunting
anymore when it is broken up and when each one of those time periods have a specific purpose
or goal.
Each one of these time periods serves a specific purpose. In order to prospect effectively, you will
do different things and approach these time periods in different ways.
Pre-Prime Time (12pm–5pm)

Prime time is a familiar term for anyone who has been in sales for a while. Prime time simply refers
to the time of each day that is most commonly perceived as the time when most people are home
from work, school, etc.
When breaking up your day, using prime time is one of the best ways to categorize the day. That is
why the first period of the day is called, “pre-prime time.” It refers to the hours of 12 noon to about
5pm each day. Prime time is always hailed as the best time of the day to knock simply because,
according to the majority of sales reps, “no one is really home during the day.” However, the truth
is that is just not the case.
Take for example, the sales reps who knock doors during the pre-season months. During these
months, there is no prime time! During the winter months, it gets darker much faster, which makes
it much harder for the sales reps to knock during “prime time.” However, many reps are still able to
do very well during these hours and sell lots of accounts. This is because they understand how to
prospect during these hours.
In order to prospect effectively during pre-prime time, you must do 2 main things:
1. Spot knock COPYRIGHT © 2019 - CALIBER SMART

2. Focus on your most lucrative sale prospects
Spot Knocking
During pre-prime time, the name of the game is spot knocking. Spot knocking simply means that
once again, rather than going up and down each street and just mindlessly knocking every door,
you are instead looking for signs of life and only knocking those doors!
Signs of life in an area include the following:
1. People out in front of house, on porch, in garage, etc.

2. Cars in driveway
3. Windows/doors open
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The main thing you should be focused on during these hours each day is finding these signs of life
and focusing on knocking these doors first! Do not waste time with houses that do not have these
signs of life until you have knocked the ones that do!
Focus on Most Lucrative Sale Prospects (More lines)
It is important that you make it a point to focus on the most lucrative prospects. In other words,
where you can get the most lines. The reason for this is simple! More lines equals more money!
Signs for most lucrative prospects in an area include the following:
1. Larger Vehicles in the Driveway

2. Mutli Bedroom / Large House
3.) Lots of Vehicles
Basically look for a home with a lot of people living there.
Prime Time (5pm–8:30pm)

During prime time, your focus should shift from “spot-knocking” to knocking only on the “most
probable sales prospects.” Prime time is GRIND TIME! While it is true that there are many sales out
there for the taking during pre-prime time, it is also a fact that during the hours of 5:30–8:30pm,
the large majority of people will be home and therefore, the probability of making more sales
goes up by quite a bit.
During prime time, your focus should shift to knocking each and every house that you did not get
an answer from during pre-prime time and talking to as many people as you possibly can. This is
the part of the day that your main goal is to find as many qualified buyers as possible and to sell
them as quickly as possible.
In order to navigate through your area in the most efficient way possible and sell as many
accounts as possible, you should be doing 2 main things:
1. Setting up appointments
2. Asking for referrals

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Setting Up Appointments
As you navigate through your area during prime time, you should keep in mind that there will still
be people who are unable or unwilling to make the decision right then and there. While this should
only be a small percentage of people, you will inevitably come into contact with them.
As you do, it is important that you are able to set up solid appointments for later that you can go
back to when the spouse returns home or when they are ready to make the decision. (See Phase
4: Resolving Objections)
Asking for Referrals
The second thing you should be doing with every customer possible is asking for referrals! If
you ask the top sales reps who are able to sell a lot of accounts each day what is one of the main
things that contributes to their daily success, you will be hard-pressed to find any who will not say
that the answer is referrals.
Referrals are very important for a variety of reasons. The first reason that referrals are so
incredibly important is that they show that the customer trusts you! This is also the biggest reason
that customers make the decision to do business with any sales reps! A customer agreeing
to refer you to someone solidifies them as a customer! Think about it: once again, it shows a
tremendous amount of trust they have in you, and it also gets them to “put skin in the game.” In
other words, by inviting their family, friends, or neighbors to get the service, they are saying that
they are so satisfied that they are confident that their family, friends, or neighbors will be as well!
Remember, trust = more sales.
The second reason asking for referrals is so important is that it means more sales in less time! It’s
that simple! Remember, during prime time, the name of the game is to knock every door, find as
many qualified buyers as you possibly can and sell them as fast as you can.
The third reason why referrals are so important is that it helps you to manage your area much
better! If you are able to close multiple people in 1 home or over the phone, naturally, you will
not burn through your area as fast. Where it may have taken you 3–4 different streets to close 4
customers, now it’s only taken you 1 street and a half to close 4 customers because you were able
to close 2 customers in the same house and your 3rd sale referred you to their family member just
3 houses down!
After Dark (9pm–10:30pm)

When it starts to get dark, your focus will once again shift. Rather than knocking and selling, you
will now make it your goal to close out the day strong. This is the time of the day where you will,
once again, be focusing on 2 main things:
1. Following up with appointments COPYRIGHT © 2019 - CALIBER SMART

2. Searching for signs of life
23
Following Up with Appointments
By this time of night, you should have finished up with all of your “cold calls,” or in other words, the
doors you knocked and sold. Now is time to focus on all of the appointments that you set up. Most
days, if you have prospected correctly, you should have at least 2 or 3 solid appointments set up.
Now is the time to go back to those appointments and close them down!
Remember when you go back to these appointments to make sure you remember the names of
the customer you spoke to so that you can address them by name when they come to the door
and that you know the name of the spouse or decision maker so that you can address them by
name as well.
For example, let’s say you talked to Claire at 2pm and she told you that her husband John would
be getting back from football practice with their boys around 8pm and that 8:30pm would be a
perfect time to come back. When he answers the door, you might want to say something like this:
Rep: “Hey, John what’s up man? How did the practice go?”

John: “Oh, good!”

Rep: “Well awesome, hey so Claire told you I was coming by right? Do you mind if we take
quick seat and I’ll show you what I can do here for you guys?”

John: “Come on in.”
Remember that if you have set the right expectations and qualified your customer for an
appointment as well as addressed them the correct way when you return for the appointment,
these “go backs” can be very effective and very lucrative. They could be the difference between
getting 3 sales and getting 5 in a day!
Searching for Signs of Life

If you were unable to set up many solid appointments or you finish with your appointments
in a timely manner, the next thing you want to do late at night is look for signs of night life! An
extremely high percentage of the top sales reps actually get a large number of sales after 9pm
each day! This is because they are very good at prospecting by night!
Signs of life at night might be any of the following:
1. All lights on in house

2. A light on in the house with the door open
3. Garage door open
4. TV on in house
5. People on porch, in yard, in garage, etc.
As you get good at prospecting after dark, you will find quickly that there are many more sales to
be had during the late-night hours!

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2.3 PHASE 2: THE PITCH
Learning Objectives
1. Learn the main objective of the pitch and understand how to achieve it

2. Learn the pitch and memorize it
3. Learn the why behind everything you say and do in the pitch
The pitch is one of the most important steps in the sale! When you successfully pitch a potential
customer, it does one of 2 things. It will either open them up, get them to listen to you, and allow
you to go forward with the sales process, or it will lead to the customer quickly becoming un-
interested and shutting the door. It is important that you understand the purpose of this step and
how to perform each aspect of the pitch.
The Main Objectives of the Pitch

As you pitch your potential customers, you will notice that most people are typically “not
interested” in what you have to say and are usually trying their hardest to just get you off of their
doorstep. We call this the “30-second rejection.” This is when the customer answers the door,
and before you can say one word, they simply say something like, “Oh, no we’re fine” or “No
thanks—we’re not interested.” These statements are nothing more than “fluff” or a smokescreen.
It’s just what most people will say to get you to leave.
You have to understand that most people do not want to talk to or deal with a door-to-door
salesperson at all. They all have lives that are very busy and often chaotic. One of the last things
most people want to deal with is someone at their door trying to sell them something.
This pitch is designed to help you to overcome the first 30-second rejection at each door and
also to create interest in the mind of the customer or “hook” them.
The Purpose of the Pitch

While the first main objectives of the pitch are to overcome the first 30-second rejection and to
create interest in the customer’s mind, the overall purpose of the pitch is to get in the home.
By getting in the home, you are much more likely to make a sale. In fact, statistics have proven
that 95% of sales happen once you are inside the home and that you are almost 20 times more
likely to close the sale in the home than on the porch. It’s pretty easy to see why this would be the
case. When you are in the customer’s home, it causes most people to relax and become a little
more comfortable with you while letting their guard down more. It also causes most customers to
open up more to you and allow you to make more of an emotional connection with them. Finally,
it’s much harder for them to turn you away once you are inside their home sitting down than if you
are just on their door step!
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Creating Urgency
Before we dive into the actual steps of the pitch, it is important that you understand a few key
things. The first is what urgency is and the 2 main types of urgency. The second is how to create
urgency and the third is exactly why you must do so!
By now, you may or may not have noticed that each and every time a sales rep pitches a customer
at their door they begin by saying something like, “Hey, just real quick.” The reason for this
statement at the very beginning is to create urgency. By saying, “Hey, just real quick” what the rep
is really saying is, “Hey, this will be real quick.”
Most sales reps believe that the purpose for saying this is to give the customer the idea that the
rep is not going to take a lot of the customer’s time. They are right. However, there are 2 types
of urgency and one of them trumps the other. These 2 types of urgency are “their urgency” and
“your urgency.”
While it is important to let the customer know you won’t be taking a lot of their time which, in
other words, is acknowledging their urgency. It is much more important that you give off the
impression that your time is valuable and have a greater sense of your urgency.
By focusing more on your urgency rather than the customer’s, you are no longer saying, “Please
listen to me. I promise I will be really quick.” Instead, you are now saying, “Hey, just really quick,
I don’t have much time because everyone needs me to be out here right now.” The best in
the business never allow the customer to think for one second that the customer’s time is more
valuable than their own.
In this industry, time is money. The best understand this and because of that understanding, they
do not waste time or allow anyone to impact how quick and effective they are on the doors. They
understand that by giving off the impression that they will be quick because they don’t have a lot
of time, they make the customer feel like the rep’s time is valuable. They give off the impression
that they are in high demand and need to be quick in order to fill that demand. They become the
“needed” rather than the “needy.”
“Hey, Just real quick.” = “Hey, I need to be real quick.”
Identifying the Bill Payer

The large majority of the time, a sale will not take place unless it is done with the person who is COPYRIGHT © 2019 - CALIBER SMART
generally in charge of paying the bills in the home. This is because they are not only the one who
pays the bills, but they are also the person that makes the final decision most of the time as well.
Before beginning your actual pitch, you must first identify who this person is. To do this, simply
ask! There are a couple ways you can do this:
1. “Are you the boss of the house?”

2. “Are you the one who generally pays the cell phone bill?”
Now, in the event that the customer is not the bill payer, simply ask if the bill payer is home! If they
are not, ask when the best time to reach them would be and plan to pass by again later that day,
evening or in the next few days while you are in that area.
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The Steps of the Pitch
Once you have created a sense of your personal urgency and identified the bill payer, you must
now know the 3 simple steps to the pitch.
At the end of the day, each and every person you talk to is only concerned with 3 things when
answering their door:
It’s pretty easy to understand these 3 things. Put yourself in your potential customer’s position.
Imagine you are hanging out with your family watching the game and all of a sudden, someone
knocks at your door. The only thing that will be going through your mind is, “What is this person
doing at my door?” “Why are they here in the first place?” and “Is this going to be worth my time?”
These are the things you must quickly and carefully identify for the customer.
What You Are Doing

Simply put, you are doing work with all of the cell phone customers in the area. So, the first line of
the pitch is:
“I am just doing a ton of work with all of the cell phone customers in the area.”
Remember that one of the most vital steps of the pitch is getting the customer to agree with you as many
times as possible. The following statement is just another easy way to accomplish this.
“I’m assuming you probably have a cell phone, right?”
When we put them together, it looks like this:
“I am just doing a ton of work with all of cell phone customers in the area. I’m assuming
you probably have a cell phone, right?”
“Doing Work”
Often times, you will hear other sales reps say things like, “We are just out here helping a lot
of your neighbors.” The problem with this statement is that it almost immediately turns the
customer off and causes them to be “un-interested.”
When you walk into a store in the mall or any other department store, more often than not, a sales
associate will almost immediately approach you and ask, “Can I help you?” Like most people, your
reaction 99% of the time is, “No thanks. I’m just looking around.” This is because people love
to buy but absolutely hate to be sold to. Much like the sales associate we reject almost every
time in a store, the customer immediately gets a similar feeling. In their mind, they quickly say to
themselves, “No thanks.” And, instead of saying “I’m just looking” now, they’re actually saying, “I
was never looking for anything, and I definitely don’t need your help.”
It is important to remember that until you have gotten over that first 30-second rejection, created
interest in the customer’s mind, and entered their home, you are not there to “help” them and they
definitely were not looking to be and do not want to be helped by you.
By simply stating that you are out there “doing work” you come off much less like a salesperson.
Remember, the last thing most people want to deal with is a salesperson. That is why it is so
important that you do everything in your power to not come off as one.
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Why You Are There
There are many reasons you are there. You are there to provide them with a better cell phone
experience by getting them set up with the SPRINT. You are also there to lower their bills and make
life a little easier financially. The main reason as to why you are there, however, is that speeds
with other carriers are lower and the coverage is poor especially when it comes to getting a
signal in their homes.
The next few lines of the pitch look like this:
“The only reason I am still out here is because we have done a ton of upgrades on all the
cell towers in your area. All that is supposed to do is give you the faster data speeds and
better signal in your home. You have probably noticed that right?”
Throughout these lines, there are key words and phrases that have different effects on the
customer and help you to get them one step closer to allowing you to enter their home and
initiate the sales process.
“Still”
The word still may seem very subtle. However, it actually has a much more important effect than
you may think. The word “still” allows you to continue to build your credibility and help you to
continue to be the “needed” rather than the “needy.”
By saying, “The only reason I am still out here . . . ,” you are actually saying something different to
the customer. What you are saying is, “The reason I am still out here (in the hot sun, the freezing
cold, this downpour etc.) is because all of the people in this area need me to be.” You are actually
saying, “I don’t really want to be out here just as much as you don’t want me to be here at your
doorstep, but I need to be because everyone has a problem that I can solve.”
“We have done a ton of upgrades on all the cell towers in your area”
The fact is that Sprint really has invested billions of dollars into their network consequently
allowing them to upgrade their towers all around the country. We want to utilize this to our
benefit because it is a fact. This gives us a reason to be at the customer’s door and will present a
“worker” vibe rather than a salesman vibe. People hate salesmen to don’t be one.
“Faster data speeds and a lot better signal in the your home”
Remember we want to give them a reason to be there so we need to direct our pitch to something
they can relate with and something that affects them. Data speeds and especially signal in the
home are both things people are aware of
“I assume you have noticed that” COPYRIGHT © 2019 - CALIBER SMART

Most people do not pay attention to their data speeds and especially their signal. For us to ask
them if they have noticed faster data speeds and better signal in the home most people will say
they haven’t noticed anything. If we have presented ourselves as the experts and given them
a reason to be there, the answer to this question will lead us perfectly into asking qualifying
questions
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What’s In It For Them
Once again, it is important to remember that this step is not about telling the customer what’s
in it for them but rather, getting them to want to know what’s in it for them. This step is about
interesting them.
The fact of the matter is that in most cases, with SPRINT you are going to be able to offer them a
better product because they will be able to upgrade their current phones and lower their bill 95%
of the time, and that will interest the customer every time. Most customers are not aware of this,
so it is your job to prove it to them. It is your job now to qualify and hook the customer.
Qualify
Qualifying the customer simply means making sure they are a customer who is worth your time.
Remember, time is money and the more time you waste with un-qualified customers, the more
qualified customers you do not reach in a day.
A “qualified customer” is typically someone who is simply paying way too much for their service.
This is usually in the amount of $280 to $300. As you’ve probably already figured out, once you
have stated why you are there, you will know whether or not they are a qualified customer.
Hooking the Customer

We hook the customer by simply showing them that they are paying too much. To do this, we use
qualifying assumptions.
Qualifying Assumptions
The 4 main factors that determine customers’ prices are who they currently have as a provider,
how many lines they have on their account, what kind of phones they have and how much data
they use.
In order to find this out, we use qualifying assumptions. The key here is to just use assumptive
language.
Rep: “So, you guys are probably using Verizon or AT&T? That’s kind of who I’ve been seeing
the most out here.?”

Customer: “Yes, we have Verizon.”

Rep: “Perfect, and I’m assuming you have 3 to 5 lines currently?”

Customer: “We have 5…”

Rep: “Perfect.”

Rep: “Now, you probably are using smart phones right? Do you have iPhones or Androids?

Customer: “We have iPhones!”

Rep: “Great.”

Rep: “And, I’m assuming you have unlimited data then?”

Customer: “yes, we do.”

Rep: “Awesome.”
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Why Use Assumptive Language?
Many ask, why do we say “I’m assuming” or “You probably”? Why don’t we just ask? The reason is
simple. Your objective in a door-to-door sale is to get someone who never planned on changing
their service to change their service and get SPRINT with you the same day. You will not do this
by looking like you are inexperienced. You must be the professional.
By assuming, what you are really saying is that you know what they have based on all of the
other customers who you have worked with. Experts don’t ask questions. They already know the
answers based on experience.
No one is going to call you out if you are wrong. They will simply correct you, and then you will
simply answer with a positive word.
It is important to remember to mix up the assumptive language so as to not sound “scripted,”

however. For example, you might say “I’m assuming” and then “You probably” or “I bet you have . .
.” etc.
Positive Words
Whether you are right or you are wrong; no matter what answer the customer gives you, you
always answer with a positive word and nothing more. This positive word could be “perfect” or
“awesome” or “great.”
When you answer with a simple positive word, it says, “You qualify, let’s go forward with this.”
However, in the event that you are wrong and the customer has 2 lines instead of 3 to 5, even if
you say something like, “Oh, okay perfect,” you have now placed doubt in their mind of whether or
not they should continue to listen and whether or not they “qualify.”
No matter what the prospect responds with you want to respond with a positve affirming
response.
INTO THE MIND OF THE PROSPECT
REP: “AWESOME SO YOU HAVE 5 LINES” REP: “AWESOME SO YOU HAVE 5 LINES”
PROSPECT: “ACTUALLY WE HAVE 3” PROSPECT: “ACTUALLY WE HAVE 3”
REP: “OH, OKAY...PERFECT!” REP: “PERFECT!”

PROSPECT: PROSPECT:
D E
FI
LI
UA
Q
?
IF Y
I’M
AL
D O I ST I L L Q U
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Find Out How Much the Customer Is Paying
Once these assumptions have been made and the customer has answered these questions, it’s
time to figure out what the customer is paying. The next line in the pitch is:
“Ok, so Verizon on 5 lines with iPhone 6S’s and unlimited data should put you about $221-$227 a
month?”
When you are asking the customer what they are paying, there is one very important thing you
must do. That is, your homework. Make sure you have done your homework and that you are an
absolute expert when it comes to the competitor’s prices. To make this easier the best practice
is to quote the customer on what the price would be with new phones on Sprint. Quote them on a
device that is 1 step higher than the previous model or whatever is the best promotion at the time.
Example: Customer has iPhone 6s, quote them on the iPhone 8
The full hook script looks like this:
Rep: “Ok Verizon on 5 lines with iPhone 6S’s and unlimited data should put you about
$221-$227 a month?”
Customer: “Oh, I wish! .”
Rep: “What!? What are you paying then?”
Customer: “I think it’s over $300...”
Rep: “What!? How long has it been that high?”

Create a Requirement:
The next steps you take are extremely vital to being able to get into the customer’s home. Next,
we want to create a requirement that allows the customer to see that we NEED to be in the home
in order to solve the problem we just created!
Example:
Rep: “Ok you are going to love me. Take a look at this…”
Action: Step up and show them iPad/binder/slick briefly before pulling away.
Action: Step back really quick.
Rep: “You know what, before I do that, do you have a copy of your bill I could break down
real quick?” COPYRIGHT © 2019 - CALIBER SMART
Customer: “I think so. But I think it’s just here on my phone…”
Rep: “You know what, this would actually be a lot easier if we just sat down, do you mind if
we take a seat?”
31
The key to this step in the pitch is understanding that by getting the customer to admit to
paying more than what you quoted and stepping up to show them a solution before stepping
back as if you have forgotten something, you create interest in the customer’s mind. They now
want to know what you can do for them.
The main reason that sales reps fail to get into a customer’s home is that they fail to give a reason
for having to enter in the first place. This pitch allows you to give the customer a reason for having
to enter into the home. That reason is to see a bill and break it down more comfortably. By saying,
“Actually, You know what, before I do that, do you have a copy of your bill I could break down real
quick?”.” You are actually saying, “Actually, before I can show you how I can solve the problem of
your bill being so high, I have to look at your current bill.”

The Full Pitch 32
Rep: “Hey, just really quick, “I am just doing a ton of work with all of the cell phone
customers in the area. I’m assuming you have a cell phone, right?”
Customer: “Yes. We do.”
Rep: “Perfect. The reason I am still out here is because we have done a ton of upgrades
on all the cell towers in your area. All it is supposed to do is give you the faster data speeds
and better signal in your home. You have probably noticed that right?”
Customer: “No?...Not really?”
Rep: “Oh really? So, you guys are probably using Verizon or AT&T? That’s kind of who I’ve
been seeing the most out here.?”
Customer: “Yes, we have Verizon.”
Rep: “Perfect, and I’m assuming you have 3 to 5 lines currently?”
Customer: “We have 5…”
Rep: “Perfect.”
Rep: “Now, you probably are using smart phones right? Do you have iPhones or Androids?
Customer: “We have iPhones!”
Rep: “Great.”
Rep: “And, I’m assuming you have unlimited data then?”
Customer: “yes, we do.”
Rep: “Awesome.”
Rep: “Ok Verizon on 5 lines with iPhone 6S’s and unlimited data should put you about
$221-$227 a month?”
Customer: “Oh, I wish! .”
Rep: “What!? What are you paying then?”
Customer: “I think it’s over $300...”
Rep: “What!? How long has it been that high?”
Customer: “Oh, I don’t know..Forever?”
Rep: “Ok you are going to love me. Take a look at this…”
Action: Step up and show them iPad/binder/slick briefly before pulling away. COPYRIGHT © 2019 - CALIBER SMART
Action: Step back really quick.
Rep: “You know what, before I do that, do you have a copy of your bill I could break down
real quick?”
Customer: “I think so. But I think it’s just here on my phone…”
Rep: “You know what, this would actually be a lot easier if we just sat down, do you mind if
we take a seat?”
33
What if you can’t get in!?
You need to realize that it is not just an every day common thing for people to allow strangers in
their house! Now, while most people will be ok with it and not give you such a hard time, there are
many still who will not be ok with it!
There are 3 main reasons why someone will not let you into their home. These 3 reasons are:
1. You have not given them a good, strong enough reason to have to be in their home.
2. The problem is not big enough or important enough in their mind.
3. They don’t see you as the needed solution to the problem that has been created.
Remember, if they tell you that you cannot go into their home, their guard will more than likely be
much higher at that point. So it’s your job to not get flustered, stay focused, continue on with the
sales process and simply try to get that guard to come down and give you an opportunity to enter.
Example:
Rep: “Do you mind if we take a seat.?”
Customer: “hang on, I’m not letting you in my house!”
Rep: “Ok, no big deal, let me show you this real quick then.”

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2.4 PHASE 3: THE SALE
Learning Objective
1. Learn the overall objective of the sale and what it entails.
2. Learn the 3 simple steps to any sale and understand how they are applied to
SPRINT sales.
3. Learn how to effectively and efficiently go through the 3 simple steps of the sale
with the customer using the T-chart correctly.
The next step in the process of learning how to be successful selling SPRINT is to learn what the
actual process of the sale entails! But in order to do that, you must first have a firm understanding
of what almost each and every sale in general entails.
The Main Objective of a Sale

Every successful salesperson understands that their job is simply to identify a problem and
solve it. At the end of the day, the bigger the problem you solve, the more money you will make.
Likewise, the more problems that you are able to solve, the more money you will make.
The Problem
The problem you are to identify is very simple. The problem is that most customers have very high
priced bills and older phones.
The System:
Many sales reps make the mistake of thinking that when they get into a home, they can simply
“wing it” and approach the sale in many different ways. However, this creates inconsistency and
makes it extremely easy to over-complicate the sales process.
Having an exact system that you follow each and every time you enter a home and/or begin a sale
will insure that you ALWAYS know what to do next.
With a SPRINT sale, there are a few key things that must be done before you actually get into the 3
steps of the sale. As you make it a habit to do these things in every home, you will begin to follow a
“system” and will become much more efficient.
Once you enter the home, there are 5 steps you should follow every time.
5 Steps: COPYRIGHT © 2019 - CALIBER SMART

35
Sit down/Invite customer to sit & look at bill
Once you have entered the customer’s home, make it a point to once again sit down and
get comfortable with them. Next, you will bring attention to their high bill and create some
vulnerability with them.
Once the customer has gotten a bill, you must sit down. The best places to sit down with the
customer are their living room on the couch or the kitchen at their table. The idea is that you just
want to get them to sit down and get comfortable.
Creating Vulnerability
There are several common “pain points” you can use in order to create more vulnerability with the
customer.
Pain Points:
1. Old phones
2. Limited data
3. Lack of promotion on phones
4. Service issues
Address Change
As we all know, if the customer has a current service, the biggest roadblock for most customers
is being okay with change. Most people do not like the idea of change, and they especially do
not like the idea of changing on the spot. However, it is crucial that you get this out in the open
quickly! The best time to do this is actually right before you begin the sales process itself!
After breaking down the bill and identifying what the customer is paying, sum up your
conversation by highlighting the pressure points of their bill. By doing this, it continues to make
sure that the customer understands and feels that there is a serious problem and that the problem
is their high bill. It helps to put customers in a frame of mind to make a change.
After you have done this, you will set the bill down on the table and simply address the fact
that your purpose in being there is to change them over from their current provider to SPRINT.
However, it is important that you do this the right way!
Here are a couple examples of what you can say:
1. “So here’s the deal guys, to be honest with you, you are paying a lot right now for what you’re
getting. Right now, you guys are paying $_____ per month, you only have 4 iPhones, which you
didn’t get the discount on, you have a 15 GB data a cap per month and your phones battery life is
horrible. With that said, let me ask you an important question: “Are you afraid of change?” COPYRIGHT © 2019 - CALIBER SMART
2. “Wow . . . Yeah, you guys are paying quite a bit. Okay, before I go ahead and show you exactly
what I’ve done for everyone else today, I just have one very important question: “Are you afraid of
change?”
36
This question and this statement are so crucial for a couple different reasons. The first is that they
let the customer know exactly what you are there to do and also that you are not a representative
of their current service. The second thing they do is challenge the customer in a way that gets
them to be a little more open to the idea!
Most of the time, the customer will look confused, as if they are thinking about the question. This
is when you re-direct their thoughts by asking another important question.
The full dialogue looks like this:
Rep: “Wow . . . That’s a ton of money. Okay, before I go ahead and show you exactly what
I’ve done for everyone else today, I just have one very important question: “Are you afraid
of change?”
Customer: (With a puzzled look) “Um . . . I . . .”
Rep: “Not if it makes sense, right?”
Customer: “Well . . . No, I suppose not . . .”
The whole purpose of this transition is to sum up their bill in a way that opens them up to the
idea of change. The key is that you aren’t overly aggressive and instead talk to them in a way that
lets them know you are trying to help them. At this point, you are priming the customer for the
transition to SPRINT. The better you can highlight a few of the pressure points with their bill in a
respectful but informative way, the more open they will be to changing when you transition.
Once the customer has told you they are not afraid of change, the hardest part is out of the way
and you are ready to proceed!
Identify SPRINT
After you have gotten the customer to agree that they are not afraid of change and are open to
the idea, it is time to tell them what the change will be and identify SPRINT! The best way to do this
is to simply tell them you are with SPRINT and highlight the savings!
For example:
Rep: “Ok, so I am with SPRINT and I’ve been helping a ton of your neighbors basically cut
their bills in HALF today!”
Explaining quickly that you have been able to “cut people’s bills in half” is just another way to
create a lot of interest on the spot. However, remember that if for some reason, the customer has
had a bad experience with or has a negative perception of Sprint for any reason, it will be up to
you to resolve that objection and address any other concerns they may have. COPYRIGHT © 2019 - CALIBER SMART
37
Resolving Objections
There are a couple main objections or concerns that you will encounter each day from the
potential customers you come into contact with. Below are some examples of ways you can
effectively resolve these objections.
Common Sprint Objections:

“I have a contract with my current provider.”
“I have heard Sprint service/coverage is bad.”
1. “I have a contract with my current provider.”
Example Script:
“I totally understand why you would be worried about that. Most people have contracts
with their providers, and in the past, there really hasn’t been any way to get around that.”
(Shows customer you can relate and validates their concern)
“However, Sprint actually offers up to $XXX per line in order to cover any early termination
fees you may have when you switch over.” (Identifies the exact reason why it is still the
best option for them despite their concerns)
“So, you definitely won’t have to worry about having to pay tons of money when you
cancel your service and switch over to Sprint. At the end of the day, we would much rather
help you pay off those fees and gain you as a customer!” (Reassures them of the decision)
2. “I Have Heard Sprint Coverage Is Bad”
Example Script:
“I totally understand why you would say that. The truth is, Sprint never used to be what it is
today.” (Shows customer you can relate and validates their concern)
“However, Sprint has invested billions of dollars in their network in the last 2 years.”
(Identifies the exact reason why it is still the best option for them despite their concerns)
“We can also pull up the Sprint Coverage Map and show you the improvements Sprint has
made on the Network.” (Reassures them of the decision)
Set An Agenda
After you have let the customer know you are with SPRINT and overcome any objections or
resolved any concerns they may have had, it is now time to set a good agenda with them. You COPYRIGHT © 2019 - CALIBER SMART
need the customer to really understand what is going on and be on the same page with you. The
best way to accomplish this is to set an agenda with them.
Setting an agenda with the customer consists of going over 3 things. These 3 things are known as
“C.E.P.” which stands for, “Coverage, Equipment, and Price.”
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Example Script:
In order to do this, you will say:
“Okay, so I’m going to see if I can do for you what I’ve done for all of the other people I’ve
helped out today.
(Coverage) - First, I’m going to make sure I can get you the same coverage or better
coverage than you already have with ______.”
(Equipment) - Next, I will figure out how many phone lines you currently have or want and
which phones you currently have and want.”
(Pricing) - Finally, I will do some math and see what the best price is that I can get for you.”
The Transition from the Agenda to the Sale:

The best way to transition after setting the agenda is to simply identify once again how many
phones they have set up currently.
So, you will say:
“So, you said you had 3 phones?”
Full Script Example: A realistic scenario would look like this.
Rep: “Ok, so I’m going to see if I can do for you what I’ve done for all of the other people
I’ve helped out today.”
Customer: “Ok.”
Rep: “First, I’m going to make sure I can get you the same coverage or better coverage
than you currently have with ____.”
Customer: “Ok, that sounds good…”
Rep: “Next, I will figure out how many phone lines you currently have or want and which
phones you currently have and want.”
Customer: *Head nod* “Ok.”
Rep: “Finally, I will do some math and see what the best price is that I can get for you.”
Customer: “Ok, sounds good. Like I said, I don’t have a ton of time…” COPYRIGHT © 2019 - CALIBER SMART
Rep: “That’s totally fine…So, you said you had 3 phones?”
Customer: “Yes…I have one, my spouse has one and my oldest boy has one.”
Rep: “Perfect.”
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Importance of the Agenda:
Once again, by setting an agenda you are able to show the customer exactly what you will be
doing for them. You also are able to focus on the most important things for the customer in the
right order.
For instance, the main reason that anyone has a cell phone is so that they can communicate with
everyone! Many customer’s very first concern is “will I still get good coverage?” By using C.E.P.,
you are able to answer this question before it comes up and help the customer feel better about
listening further.
Walk Customer through the 3 Simple Steps to the Sale using the T-Chart:
Many people have different theories, formulas, and models for what the sales process is and what
it should look like. However, when everything is said and done, most sales come down to 3 simple
steps.
Whenever you sell someone on a product or an idea, more often than not, you are simply making
a comparison between what they currently have to what you will be getting them and why it is
better. So, the sales process is simple. The 3 steps are:
When applied to the actual sale, the three steps will go as follows
1. Identify what provider and phones the customer currently has.

2. Tell the customer what they will have now is SPRINT and identify the new phones.
3. Explain to the customer why switching to SPRINT will be better.
The T-Chart
The best possible way to go through the SPRINT sale is by using the T-Chart. This is because the
T-Chart becomes a literal roadmap for you. It allows you to cover each one of the 3 steps and do a
simple side-by-side comparison for the customer to see.
It is also a great tool because it allows the customer to see the process clearly while using the
C.E.P method.
The best way to use a T-Chart is by focusing on one side at a time and therefor, one step at a COPYRIGHT © 2019 - CALIBER SMART
time. For instance, first you will identify “what they have” by filling out the left side of the T-Chart.
Next, you will tell the customer they will be getting SPRINT service by filling out the right side of
the t-chart which is an exact side-by-side comparison. Finally, you will tell the customer all of the
reasons SPRINT service will be better by highlighting the important benefits.
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By identifying what the customer currently has and breaking down their service in a detailed
yet simple manner, it does a few things.
Helps to build your credibility and allows the customer to feel more comfortable with you.
Allows you to “identify” the problem/s more clearly for the customer.
Helps you keep the sale simple.
The best way to navigate this step of the sale is by making sure you identify the most important
elements first and by sticking to C.E.P.
What They Have
When you draw out a t-chart for the customer, following the 3 simple steps of the SPRINT sale,
the first thing you identify is what they have. In order to do this, you must identify everything
regarding their current provider and equipment they have. For example, the order looks like this:
1. How many phone lines the customer has

2. Which phones customer currently has
3. If the customer has any tablets
4. How much data they have
5. How much they are paying each month
6. How much they owe on their phones
It is important to remember that as you walk the customer through what they have, you must
also be constantly selling the customer by slightly downplaying their current service and setup.
For example, in the situation where the customer only has the iPhone 5, when addressing this you
might say something like, “So, is that because you aren’t eligible for an upgrade or just because
you didn’t want to pay any extra money to upgrade?”
What They Will Have
The next step in the T-Chart is to do the side-by-side comparison and show the customer what
they will be getting with SPRINT. The order will look like this:
1. How many lines will the customer have. (Same amount or are they adding any?)
2. Which new phones the customer will have. (Easiest to upgrade them form the
same device they have currently. iPhone 6 – iPhone 8)
3. How the tablet will work if they want one
4. What type of data plan they will be on.
5. How many minutes they will have.
6. How much they will be paying each month.
Notice how once again, it is a literal side-by-side comparison. The only difference is simply this
side of the T-Chart is showing the customer “what they will have” with SPRINT.
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Why It’s Better
The next step after identifying what they will have is explaining to them exactly why it’s better
based on the selling points of SPRINT compared to what they currently have.
As you can see, the side-by-side comparison will be a no brainer for the customer. In almost every
situation, you will be able to add lines for the customer, give them brand new phones, add tablets,
give them unlimited talk text and data and still save them considerable amounts of money each
month.
Remember: It is important to realize that you will actually do this WHILE you are showing them
what they will have with Sprint!
The best way to accomplish this is by using the “K.I.S.S.” system.
K.I.S.S.
As you walk the customer through the third part of the sale and explain to them why SPRINT
is going to be better, one extremely important thing you need to be able to do is to keep this
explanation as simple as possible for the customer. People like simplicity. Everyone loves to buy,
but they hate being sold to.
1. People want simple:
You are an interruption. When you knock on a potential customer’s door, you are interrupting their
day to sell them something. One of the easiest ways to get shut down quickly is to make the sale
seem complicated. Your goal is to make the sale seem as simple as possible.
You need to make the potential customer feel at ease about you interrupting them and at the
same time, keep their attention. This can only be accomplished by keeping the sale simple for
them!
2. Efficiency eliminates complacency:
When you learn how to be efficient in every one of your sales, you will naturally begin to reject
complacency. This is because the more efficient your sales become, the faster you are able to get
sales. As a result. you will begin to want more and never be satisfied. Coming home with only 2 or
3 sales will no longer be ok after an 8 hour day.
Keeping your sales simple will also eliminate many of the common struggles for reps.
Common struggles:
Giving the customer too much info all at once or “throwing up” on the customer.
Asking too many questions and not being assumptive enough.
Using all of their selling tools (features & benefits) too fast. COPYRIGHT © 2019 - CALIBER SMART
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The Key to Keeping It Simple Is Breaking up the Sale
If you were trying to sell a 2018 model car to someone who already owned a 1975 model car,
you wouldn’t be focusing on selling them based on the rear back-up camera. Instead, you would
simply be able to sell them on the CD player instead of the cassette tape player they are used
to! However, if it were the difference between a 2010 model and a 2016 model, the rear back-up
camera, along with the Bluetooth capability that was installed in the last few years, might now be
great selling points!
In other words, the key to keeping the sale simple is focusing on what kind of sale you are in. If
you are in a sale that is simpler and the customer does not have a brand new smart phone will all
the new tech and benefits, the last thing you want to try and sell them on are the most advanced
phone features you have to offer. Those will always be available to you whenever you need them,
but the key thing to remember is that in these simple sales situations, the most simple features
that are just a little better are often enough to create interest in the customer’s mind and close the
deal.
Consider the following example:
Let’s take the two main things that people want/enjoy most, the new phones and benefits of
the Unlimited Freedom plan and look at how you would break them up into simple & advanced
features.
Simple:
Phones: Brand new condition, faster, Longer battery life
Plan: Unlimited talk, text, and data.
Advanced:
Phones: New camera, faster processor, software updates etc.
Plans: International options, mobile hot spot, better streaming quality.
Notice how these simple & advanced features of the phones and plans are enough to sell a large
percentage of the customers you encounter every day!
The 3 Steps of Selling Simply
Just like anything else, there is also an exact method you can use in order to sell simply. The key
to this method is making sure that you are being completely assumptive once again. The steps to
selling are simply
1. Make a quick and probing assumption with the customer.

2. Give a positive response.
3. Make another assumptive statement about the phone feature and/or plan.
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For example:
Quick and Probing Assumption: “I’m assuming you probably tried to upgrade your phone or are
waiting for the ability to right?”
Customer: “Yes!...I…”
Positive Response: “Okay, AWESOME. This is perfect for you.”
Assumptive Statement about PHONE: “So, you’re going to love being able to upgrade to the
newest version immediately.”
Assumptive Statement about PLAN: “Starting today, you will be able to call, text or use your data
as much as you want with our Unlimited Plan.”
Full Sales Process

1. Enter home, sit down/invite customer to sit down & look at bill.
- Create vulnerability
• Identify pain points
2. Address change.
3. Identify SPRINT.
- Resolve any objections

• 3 R’s
4. Set agenda.
- Follow “C.E.P.”
• Use T-Chart outlined in this module
5. Show customer what they have.
6. Show customer what they will have with SPRINT.
7. Explain why SPRINT is better.
- Sell everything simply

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2.5 PHASE 4: THE CLOSE
Learning Objectives
1. Learn the steps to the circle close.

2. Learn the 3 steps to the close.
3. Learn to re-summarize the sale and the importance of doing so.
4. Understand how to re-close the customer.
5. Learn how to solidify your customer and the importance of doing so.
Phase 4 may be the most important step in the sales process simply because it is where you either
make a sale or don’t. Effective closers make money, while reps that have not yet mastered this
skill leave a lot of money on the table. There’s a familiar phrase that says, “You close or you walk.”
This is the absolute truth. The door-to-door industry is all about getting the customer to make the
decision on the spot and get the service that same day or the next.
Often times, the customer will fail to see the full value of the product and that of the sales rep
and will simply end the sale by saying, “I would like to think this over.” The rep will then give the
customer their card or a number to contact them with high hopes that the customer will be
calling them back. We have seen it so many times. The sales rep comes home that night and
begins to tell everyone about their great success that day and all of the people they talked to.
Another rep will ask them, “So, how many sales did you get!?” To which, the rep will reply, “Well,
I didn’t get them signed up just yet but I had 2 super solid call backs and I know they’ll call me
back.”
Brian Tracy explained the truth behind this perfectly in his book The Psychology of Selling. He
says,
“One of the most important secrets of success in sales is for you to understand and accept that
people don’t ‘think it over.’ The minute you walk out of the prospect’s office or home, he or she
forgets that you ever lived.”
This is why it is absolutely essential that you close the customer.

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The Circle Close
Much like the sale cycle, there are many variations of the closing cycle as well. However, it really
comes down to 3 steps:
The Soft Close
Many salesmen tend to confuse the soft close with the hard close. A soft close is significantly
different than the traditional hard close. The soft close is any statement that leads the customer to
verbally acknowledge that they want the service. Any time you get the customer to agree to want
a feature or benefit of the service before they have actually agreed to get the service, you are
soft-closing that customer.
Buying temperature:
The soft close is important for one main reason. This reason is that it allows you to figure out the
customer’s “buying temperature”. In other words, it helps you to know if the customer is ready to
buy!
If a customer is ready, they will answer the soft close simply with no hesitation. If they are not
ready, they will seem unsure and tell you that they are unsure right away.
*REMEMBER: NEVER go in for a hard close until you know that the customer is 100% ready for it!
The Soft Closing Process

Like any other step of the sale, there is a process to soft closing a customer that is proven to be
extremely successful and used by many of the reps in the company. This process looks like this:
1. Transitional statement
2. Soft close #1
3. Soft close #2
4. Soft close #3
5. Final soft close

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1. Transitional Statement
The first soft close that you use should also be the least committal. Occasionally reps will start
their closing cycle off with something that is overly aggressive, which will push the customer
away. The key to closing is to start as un-assuming as possible.
That is why the first statement we use is simply to set the customer up to talk about the
installation. In this statement, you should explain how the installation process works in a simple
easy to understand way. The key is to make sure the customer realizes that it is “no big deal” and
to prepare them for the first official soft close.
Example Script:
“As far as the fulfillment process goes, its very simple. All we do is transfer your numbers
over to the new phones and get you started! That’s the nice thing about doing business
door-to-door and why SPRINT invested so much money in this program. It’s not a difficult
process or hassle in any way.”
2. The 1st Soft Close

The first soft close is about getting them to acknowledge that they do in fact want to get
SPRINT. The way we do this is by asking if they want to add any additional phones.
By them telling you how many phones they want, they are agreeing to get SPRINT!
Example script:
“Ok, so how many phones will you be wanting on your new plan?”
When the customer responds and says, “Oh we probably just want to stick with the 4” it allows
the sales rep to immediately respond with “Ok, so you just want to stick with the same number of
lines? “ At this point, the customer will always respond with “yes”.
3. The 2nd Soft Close

The 2nd soft close is about getting the customer just a little bit closer to being ready to be hard
closed. We do this by “covering all of our bases.” In other words, we assure the customer that we
have covered everything. One of the most important “bases” to make sure the customer knows
you have covered is the colors of the new phones.
Oftentimes when you are in the soft closing process, it’s easy to overwhelm the customer and not
give them an opportunity to talk. That is exactly what this soft close is for. More often than not, the
customer will respond and say “Nope, I think what you showed us covers everything.” By saying
this, they are agreeing to SPRINT and the channel package that you have showed them and are COPYRIGHT © 2019 - CALIBER SMART
ready to move onto the next soft close.
However, it is important to remember that oftentimes customers will still have one last question or
concern. This soft close also gives them the opportunity to talk about whatever might be holding
them back and preventing you from moving on to the next step in the process.
Example Script:
“Ok, and just to make sure we cover everything. What colors did you want to go ahead and
get?”
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4. The 3rd Soft Close
The 3rd soft close is all about getting the customer to once again, as explained above, verbally
acknowledge that they are getting SPRINT without actually saying those words. Remember that
for this close, there are a bunch of options you can use. Here are just a couple good ones:
Example Script Options:
“If I upgrade you to the newest iPhone (model etc.), would you like that?”
“Ok, and will 32 GB of storage be enough for you?”
Notice how by the customer saying “yes” to any one of those statements they are in fact saying
“yes” to the service!
This is perhaps the best soft close that you will learn because it is perfectly crafted option close. If,
for example, you use the new phone model soft close and the customer says “yes,” they are again
agreeing purchasing SPRINT and you are in the clear. If they say “no,” then they are also agreeing
to SPRINT but letting you know that they don’t want the newest model.
However, there is another response they may have that you need to be prepared to jump in on as
well. If they say “Uh I’m not really sure, actually I have a few other concerns,” it is important that
you are prepared to address their concerns and rebuild the excitement of why SPRINT makes
more sense than their current provider.
5. The Final Soft Close

The final close is meant to put your customer in a “for sure” state. At this point, when you say the
next statement, there should be no doubt in them getting the service.
Example script:
“Do you know the neighbors pretty well out in this area? The reason I ask is because we
are going to be getting a few of them set up today and tomorrow as well. Now, they chose
to just go ahead and get the phones shipped to them. It typically takes about 2-3 days. Are
you usually home during the day or mainly at nighttime to receive the phones?”
This sets them up perfectly for the hard close!
This final soft close is combined with a question to help make it stronger. The first part asks if
the customer knows the neighbors in the area. The purpose in asking this is to help build your
presence in the neighborhood and let them know that other neighbors have already made the
change.
The second part of the statement is actually an option close and again gives the customer a COPYRIGHT © 2019 - CALIBER SMART
choice about when they would like the phones to be shipped. At this point the customer will say
something like, “The morning works better for us.”
They have now made a decision, and all that is left is to give them a specific time or to ask whose
name they would like to put on the account.
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Resolve Objections
After you have soft closed the customer, they will more than likely give you an objection or
express a concern. Your job is to resolve it.
All too often, you hear reps say that you must “overcome” a customer’s objections. However,
simply overcoming a customer’s objection is not the same as fully and completely resolving that
objection or concern. The point of resolving a customer’s objection or concern is to guarantee
that it does not come up again!
Unlike a smoke screen, an objection is a legitimate concern that the customer expresses which
can actually stop you from continuing forward with the sales process.
Objections are inevitable, and you will get many of them each day from each person you work
with. Remember that most people don’t want to buy anything from you and most of the time will
naturally push against you and try to stop you from selling them!
The main thing that sets an experienced sales rep apart from a rookie sales rep is the ability to
anticipate. The experienced sales reps have heard these objections thousands of times and
therefore not only know when most people will give them but also how to counter them and
continue on with the close. With practice and time on the doors, you too will develop the ability to
anticipate
A few examples of objections are
1. “I have a contract with my current service.”

2. “I/Someone I know had a terrible experience with SPRINT.”
3. “I’ve heard SPRINT drops calls all the time.”
4. “I don’t make decisions on the spot.”
5. “My spouse/decision maker is not home right now.” (Spouses don’t make decisions
without each other.)
If you are struggling to figure out what a customer’s objection is, just ask! The best way is to
simply ask, “What is your main concern?” People like it when a sales rep is not afraid to take off the
salesperson hat for a second and be real with them. One of the best ways to do this is to just ask
them what is stopping them from making the decision and what they are still unsure about
Overcoming Objections with the 3 R’s
When you are trying to resolve a customer’s objection, it is important to remember that just
like most other situations and relationships in life, people want their concerns to be heard,
acknowledged, and validated in some way before someone tries to tell them why they are wrong
for thinking that way.
In order to accomplish this, we use the 3 Rs when overcoming objections. The 3 Rs are
1. Relate to the customer.

2. Explain to the customer the Reason it is still a good choice to make despite their
concern

3. Reassure the customer that they are making the right choice
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Here are some examples of things you might say using the 3 Rs to resolve some of these
objections. They do not have to be but can be exact scripts that you memorize and use on the
doors and will definitely be effective. If you choose not to use these exact scripts, the important
thing is to just make sure that your response follows suit.
1. “I have a contract with my current service.”
Relate: Validation that most cell phone companies have early termination fees and fact that in the
past, there wasn’t really a way to get around them.
Reason: $XXX.XX contract buy out through SPRINT
Reassure: Explanation of how the buy out works
2. “I/Someone I know had a terrible experience with SPRINT.”
Relate: Explanation of improvement over time.

Reason: Stats showing SPRINT’S quality/Comparison to other companies/Explanation of $ spent
to improve. (Use iPad pdf or slick)
Reassure: Honest statement about SPRINT’S improvement. (Be real with them!)
3. “I don’t make decisions on the spot.”
Relate: Explain to customer your understanding of the nature of a D2D sale.

Reason: Build your own value by being honest about current promotion and their ability to get it
later but the inability to do business with you face-to-face again.
Reassure: Reassure them of your own abilities and what you will be able to do for them now. (All
questions/concerns answered and resolved and best service possible.)
4. “My spouse/decision maker is not home right now.” (Spouses don’t make decisions without
each other.)
Relate: Find out what the decision maker is like. (Get an understanding for what they would be ok
with/not ok with)
Reason: Reiterate selling points and most desired features and benefits for customer and figure
out if decision maker would also enjoy them as much.
Reassure: Reassure customer that you will leave all necessary information about the product/
price etc. for the decision maker to review along with your phone number should they want to
contact you and ask any additional questions or have any additional concerns.
REMEMBER! NEVER set a customer up on the route if there is any doubt in the decision maker’s
agreement. Instead, qualify the customer and then set a return appointment to solidify the sale
and schedule it.
Re-Summarize
Once you feel that the objection has been successfully resolved, re-summarize the setup with the
customer focusing on the biggest hot buttons for them, using strong assumptive statements. It’s
important to do this because it allows you to transition back into the sales process and get the
customer back on track as well.
The key to re-summarizing is using extremely assumptive statements about a few of the
customer’s hot buttons followed by a “time-slot” soft close.
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Assumptive Statements
You should be assumptive in almost everything you say. Anytime you are suggesting you will be
able to help the customer in any way, your statement should sound like, “What I’m going to do for
you is . . .” or, “You’re going to love . . .” You should always say “I will” instead of things like “I can” or
“I could.” In the door-to-door industry, words like “can,” “could,” “if,” and maybe are swear words.
Do not use them.
Assumptive statements should be as powerful as possible and have a lasting effect on people’s
minds. There are a couple sure ways to do this. This is done by using the word “now” and also by
focusing on a relationship.
Now
By incorporating the word “now” in an assumptive statement, you are able to do a couple different
things for the customer. The first thing you are able to do is create an even greater sense of
urgency in their mind. If you are constantly saying now, the customer has it in their mind that they
are making the decision to get SPRINT now and not later.
Now makes the comparison between what the customer currently has and what they will get even
more powerful. It reminds the customer that their provider cannot give them the selling point you
are emphasizing but “now” SPRINT can!
For example,
Assumptive statement: “You’re going to love that you won’t have to wait to upgrade to the newest
version of the iPhone!”
Assumptive statement using “now”: “You’re going to love that NOW you won’t have to wait to
upgrade to the newest version of the iPhone!”
Using a Relationship
You can also strengthen an assumptive statement by focusing on someone they have a
relationship with in their home like their spouse or child. You are able to make the sale not only
apply to the customer but help them see how it will benefit the ones they love as well.
For example,
Assumptive statement: “You’re going to love that you will be able to talk, text and use data as
much as you want with our Unlimited Plan!”
Assumptive statement using a relationship: “Your wife is going to love that she will be able to talk,
text and use her data as much as she wants with our Unlimited Plan!” COPYRIGHT © 2019 - CALIBER SMART
Both
In order to take the assumptive statement one step further and make it even stronger, you simply
combine both “now” and a relationship in the same statement.
For example,
Assumptive statement: “You’re going to love that your phone will be so much faster and your
batteries will last so much longer.”
Assumptive statement using both: “You and your wife are going to love that NOW, your phones
will be so much faster and the batteries will last so much longer.”
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The Circle Close Process:
1. Soft Close:
Transitional Statement
Soft close #1
Soft close #2
Soft close #3
Final soft close
2. Resolve Objection:
Relate
Reason
Reassure
3. Re-summarize:
Assumptive Statements (Focus on hot buttons)

Strengthened statements using now and a relationship
Time-Slot soft close
REMEMBER! The reason the circle close is called “the circle close” is because it is a revolving
process! You may have to go through each of the 3 steps multiple times before the customer is
completely ready for the hard close!

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The Hard Close
The hard close is what seals the deal. It is whatever is said or done to get the customer to fill out
an agreement and get on a Welcome Call. Some examples of hard closes are
1. “Now I just need to grab your information. Who’s name will we be using to set up the account?
The whole process (Circle Close + Hard Close) will look like this:
1. Soft Close:
Transitional Statement
Soft close #1
Soft close #2
Soft close #3
Final soft close
2. Resolve Objection:
Relate
Reason
Reassure
3. Re-summarize:
Assumptive Statements (Focusing on hot buttons)

Strengthened statements using now and a relationship
Time-Slot soft close
4. Hard Close:
Identify who’s name will be on the account.

THE ESSENTIALS
3
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3. THE ESSENTIALS
3.1 ESSENTIAL INFORMATION FOR THE SALE
IN ORDER TO AVOID CONSTANT CONTACT FROM CUSTOMERS AFTER THE SALE IS COMPLET-
ED, it is ESSENTIAL that you do the following.
1. Setting Expectations with the Customer
It’s important that you set clear expectations with the customer regarding the following in order
to make the whole process both, before and after the sale as painless as possible for both you and
the customer.
2. Explaining the Billing Process
The customer will receive their first bill within 23 days after activation. (business days?) In addition
to this, any promotions take 1-2 billing cycles (30-60 days) to be applied.
It is important that you understand this so that you can clearly explain that the first 1-2 bills will be
higher than what you originally quoted the customer. This helps to prevent a massive amount of
chargebacks.
3. Using SPRINT Instructions After Order with EVERY CUSTOMER
The SPRINT Instructions After Order is a document that lays out the exact instructions every cus-
tomer must follow after the sale. It contains the following:
1. How to track new phones
2. How to activate new phones
3. Contract/Cell Phone Buy-Out process
4. How to register for all promotional offers
5. How to port numbers from various carriers
6. Important numbers and contact info
The SPRINT Instructions After Order document is located in Salesrabbit under sales tools. This is
available for both you and especially, your customer. It is vital that you share this document with
every customer after the sale has been completed. COPYRIGHT © 2019 - CALIBER SMART
In order to share this document with your customers, there are a couple different ways:
1. Screen shot and text document to customer

2. Email document to customer (select “letter” icon at top right of document, 3rd from the
left and enter customer’s email address)
55
4. Using the SPRINT Trifold
The SPRINT trifold is a document that contains all current data plans, pricing and all phone
promotions. This trifold is updated almost every week due to the constant changing of pricing
and promotions. So, it is absolutely crucial that you review the trifold each and every week to
make sure you are up to speed with all current promotions.
Any time there is a change, Salesrabbit will automatically prompt you to update your sales
materials. This will update the trifold.
5. Using Temporary Numbers Instead of Porting
Many new reps are under the false assumption that if the customer cannot provide the following
that they cannot complete the sale because they are unable to port the previous phone numbers.
1. Previous provider account number

2. Previous provider account pin
3. Previous phone numbers
However, This is not the case. In the event that the customer does not have/cannot provide the
necessary information, you also have the option of using temporary phone numbers as a place
holder.
Once the customer receives the phones and locates the necessary information from the previous
account, they can then port the numbers over themselves
If the phones the customers are purchasing are iconic phones the customer must port over
at least 1 number. Otherwise your order will need to be approved by a VP. You can access the
previous providers account number by clicking on the competitors app. Example: myVerizon app,
myT-Mobile or my Att (You could add the logos showing what the apps look like)
7. Avoiding Complication with Upgrading devices
When upgrading a customer’s phone, there are a couple common pitfalls that many reps tend to
fall into. These pitfalls can create a much more difficult sale.
1. Crossing Phone Platforms

2. Unnecessary Upgrade
Crossing Phone Platforms
Often times, when a customer has an older version of their current phone model reps will try to
upgrade them by offering a newer phone on a different platform than their current model.
For example, John, the customer has an iPhone 7 and Chris, the rep tries to/suggests that John COPYRIGHT © 2019 - CALIBER SMART
upgrade to the newest Android.
Unnecessary Upgrade
The second most common mistake that reps make which leads to a more complicated sale is that
they will try to or suggest that the customer upgrades their current phone model to a higher than
necessary model.
For example, John, the customer has an iPhone 4 and Chris, the rep tries to/suggests that John
upgrades to the iPhone X rather than simply upgrading him to the iPhone 7 or 8 model.
The only time, this should be done is when the customer specifically requests the higher model.
56
8. 14 Day Satisfaction Guarantee
Each new customer has the right to try his or her SPRINT service for a period of 14 days. What
this actually means is that if for any reason, the customer is unhappy after the 14 days of service,
SPRINT will refund the device purchases and all cost of service.
NOTE: A re-stocking fee of $45 is applicable if the devices are returned having already been
opened.
The “Zero Risk Angle”
From the beginning of the sale to the end, one of the best things you can do to build even more
urgency in the close and show a tremendous amount of confidence is to put the customer in a “no
brainer, risk-free” situation.
The best way to accomplish this is by explaining to the customer that SPRINT has come a long way
from where they were in the past. One of their main priorities is to put their money where their
mouth is by allowing a 14-day grace period for every new customer.
Example Script:
Rep: “Listen Joe, I get your concern about signing up for a new service today. But, the
fact of the matter is that SPRINT just invested BILLIONS of dollars into their network.
They’re also paying off your old phones; and they are doing all of this to put you in
a no-brainer situation. And on top of ALL OF that, they’re going to give you 14 days
JUST TO TRY IT. So, there is literally NO RISK on your end.”

STRATUS
4
57
58
4. STRATUS
How to Run New Customer Order
In order to start a new order with Stratus, there are two options.
1. Go to stratus.com and enter your user name and password

2. Log into Salesrabbit, select “tools” and then select “Stratus”.
Steps to create new order:
1. Once you have gotten into Stratus and are on the main page, click “Make A Sale”.
2. Fill in basic info for new customer
3. Select “Create Lead” button
4. Select “Sprint” button
5. Enter customer’s Social Security number
6. Create Sprint security question and security question answer
7. Create Sprint pin (6-10 digits/Cannot be repeating number or be associated with account
holder’s info)
8. Create Sprint pin hint
9. Make sure check box for credit check agreement is selected
10. Select “Qualify” button
11. View qualification (If higher credit score is desired, select alternate customer and enter
personal information for new qualification)
12. Select “Next Step” button
13. Select desired plan
14. Add desired devices
15. Select previous (if any)
16. If customer has previous provider:
a. Enter previous provider’s name
b. Enter previous provider’s account number
c. Enter previous provider’s pin (usually 4 digits and commonly the last 4 digits of account
holder’s SSN)
17. If customer DOES NOT have a previous provider/After previous provider process:
a. Select desired device type
b. Optional insurance
18. Select “Add Device” button

19. Repeat steps for all desired phones/devices
20. Select ‘next Step” button

21. Enter credit card/Debit card info
22. Select “Preview Order” button
23. Select “Place Order” button
24. Call claims (801-623-5219)
25. Select “Finalize” button

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COPYRIGHT © 2019 - CALIBER SMART

COPYRIGHT © 2019 CALIBER SMART, ALL RIGHTS RESERVED

CALIBER SALES TRAINING MANUAL

COPYRIGHT © 2019 - CALIBER SMART

COPYRIGHT © 2019 - CALIBER SMART

1. PRODUCT KNOWLEDGE PG. 6

2. EDISON: THE 4 PHASES OF THE SALE PG. 14

3. THE ESSENTIALS PG. 52

price and the latest technology right to their home.

COPYRIGHT © 2019 - CALIBER SMART

1.1 THE BASICS (THE CELL PHONE INDUSTRY)

Post-paid Mobile Phones

Pre-paid Mobile Phones

Those providers are:

“there are 5 ‘phone lines’ on this account.”

Mobile Hot Spot

Mobile Phone Lease

2. Android Devices: Use the manufacturer-provided application on the device or download a

For additional details please visit: www.phoneclaim.com

1. $29 screen damage repair

1. Sub Prime 5 ($0-$75)

The down payments according to these levels are as follows:

Sprint Flex Lease (Lease to Own)

COPYRIGHT © 2019 - CALIBER SMART

1. Pay off the remaining balance in one lump sum

2. Break the remaining balance up into 6 payments

Pay off the remaining balance

1. Find the full MSRP of the device

2. Multiply the full MSRP by 25%

Break the remaining balance up into 6 payments

A balance of $174.99 divided by 6

COPYRIGHT © 2019 - CALIBER SMART

The 4 Phases of the EDISON Training Program are

COPYRIGHT © 2019 - CALIBER SMART

PHASE 2: THE PITCH

PHASE 4: THE CLOSE

COPYRIGHT © 2019 - CALIBER SMART

2. Learn how to make a plan for prospecting.

3. Learn how to effectively break up your day each day.

Know Your Area

COPYRIGHT © 2019 - CALIBER SMART

Pre-Prime Time (12pm–5pm)

1. Spot knock COPYRIGHT © 2019 - CALIBER SMART

Signs of life in an area include the following:

1. People out in front of house, on porch, in garage, etc.

Focus on Most Lucrative Sale Prospects (More lines)

Signs for most lucrative prospects in an area include the following:

1. Larger Vehicles in the Driveway

Basically look for a home with a lot of people living there.

Prime Time (5pm–8:30pm)

COPYRIGHT © 2019 - CALIBER SMART

Asking for Referrals

After Dark (9pm–10:30pm)

1. Following up with appointments COPYRIGHT © 2019 - CALIBER SMART

Searching for Signs of Life

Signs of life at night might be any of the following:

1. All lights on in house

be had during the late-night hours!

The Main Objectives of the Pitch

The Purpose of the Pitch

“Hey, Just real quick.” = “Hey, I need to be real quick.”

Identifying the Bill Payer

Customer: Head nod “Ok.”