titan telecomproducttrainingandinformationpackverbalsalesnew

Product Training and Information Pack:

Verbal Telecom Sales

Titan Telecom Limited – Confidential1

Index1. Industry2. Customers3. Company4. Key Customer Benefits of Titan5. Telecoms Product6. Customer Contracts - Verbal7. Pricing8. Order Management Process9. Billing & Invoices10. Buyer Behaviour


Industry

• De-regulation• Past service issues• WLR3• Titan’s relationship with BT• Customers making the switch• OFCOM & Compliance• Sales Code of Conduct

Back to IndexTitan Telecom Limited – Confidential3

De-regulation• Before De-regulation the General Post Office (GPO) had a total monopoly on all UK telephone services• Early 1980’s

– Telecom part of GPO separated– BT formed during Margaret Thatcher’s privatisation programme– BT plc floated and moved into the private sector

• 1984– First competition introduced to telecoms market as Mercury awarded 7 year licence

• 1991– BT and Mercury’s duopoly ended– Other companies allowed to buy network capacity to sell to own customers

• 1994– Market opens fully– 250 Operator licences granted to companies such as Cable and Wireless to develop own direct access network– Others used indirect access methods such as prefix numbers and auto diallers (Least Cost Routing)

• Aug 2002– Carrier Pre-Selection (CPS) replaced least cost routing as preferred method of switching providers

• Late 2003– Wholesale Line Rental (WLR) introduced– Companies like Titan allowed to compete fully with BT Retail

• 2009– Over 60% of businesses in the UK are still supplied by BT Retail

Back to IndustryTitan Telecom Limited – Confidential4

Past service issues

• Some customers experienced poor service in the 1990’s when they had to use BT for their lines/network services and another provider for their calls. This sometimes led to ‘finger pointing’ when a customer experienced a fault

• Small businesses used to have to plug their phones into small boxes called ‘auto diallers’ or manually dial access codes in order to save money on their calls. Since Carrier Pre-Selection (CPS) was introduced in 2002 this is no longer the case as this function is managed at the BT exchanges

• Since 2003 companies like Titan have been able to offer line rental and network services as well as calls, therefore a customer no longer needs to continue to deal with BT

• With the introduction of WLR3 from BT Openreach all telephone companies use the same systems as BT Retail and so can compete on a level pegging


WLR3

• Titan Telecom now use the same systems as BT Retail to order and manage services from BT Openreach

• Key customer benefits– Set customer expectations better– View ‘live’ data on BT’s systems– Have equal access to BT engineer ‘appointment books’– More automation equals less human error– Receive immediate updates (including delay

notifications)Back to IndustryTitan Telecom Limited – Confidential

6

Titan’s relationship with BT

• You have an obligation to ensure that the customer fully understands the relationship between Titan and BT

• Misrepresentation will not be tolerated• Titan is an independent company and is not part of BT• BT plc is now split into four separate businesses:

– BT Retail – Provides UK customers with services and sends them bills. This is Titan’s main competitor, they still have over 60% of the UK business market

– BT Global Services – Provides international and multi-national customers with services and sends them bills

– BT Wholesale – Maintains the national network– BT Openreach – Maintains the local network, including end customers’ lines. BT engineers,

who repair customers’ faults, work for BT Openreach• Titan purchases products from BT Wholesale and BT Openreach, in exactly the

same way as BT Retail• The telephone services supplied by Titan are the same as those supplied by BT

Retail• Titan rely on BT Openreach engineers to fix and maintain our customers’ supply,

which gives our customers added confidence in our services


Titan’s relationship with BT


Customers making the switch

• They will keep the same telephone number and line• They will experience no interruption to service• No new equipment will be required• Their services will transfer to Titan on a “like for like”

basis, any additional network services they currently have such as call waiting or call divert will transfer automatically

• Customers’ phone bill will be lower• Customers’ call one number for all of their fixed line,

calls and broadband needs with a professional UK call centre


OFCOM & Compliance

• The industry is governed by the Office of Communications (OFCOM)

• OFCOM ensure that there is fair competition in the marketplace and that there are rules on how services should be sold

• All telecom companies are required to publish and subsequently adhere to a sales & marketing code of practice

• Titan publishes its sales & marketing code of practice in the Titan booklet, it can also be found at: www.titantelecom.uk.com/salescode

• All Titan sales people need to sign the sales code of conduct prior to commencement


http://www.titantelecom.uk.com/salescode

Sales Code of Conduct - 1

Each individual person who communicates in any way with any potential Titan customers;

• shall be of good character and shall be appropriately dressed at all times;• shall be courteous at all times;• shall ensure that they have a high level of product knowledge such that they are able to

effectively discuss the service's features and benefits in a factual and accurate manner. Individuals shall inform the Introducer, or Sub-Introducer where appropriate, of any training that is required to achieve a working knowledge of all products;

• shall provide advice to customers only in relation to their specific needs and shall not exert unreasonable persuasion or harass customers;

• shall not offer service where they can assess that it will be beyond the means of that customer to pay for such, nor where the customer does not have a clear need for such;

• shall complete all documentation in the correct manner;• shall at all times treat information provided by customers in strict confidence;• shall not approach customers before 8.00am or after 8.00pm except by prior appointment;• shall be aware of the Company’s Sales and Marketing Code of Practice and will comply with

it;


Sales Code of Conduct - 2

• shall explain the Company’s relationship with BT to customers in a clear and concise manner;• shall explain the applicability and calculation of the Company’s termination fee to customers

in a clear and concise manner;• shall explain to customers that they have the right to cancel their contracts without cost until

Service to the customer commences;• shall inform customers, whenever appropriate, that the Company does not pay termination

fees charged by customers’ existing suppliers;• shall provide only accurate information relating to competitors’ tariffs and services;• shall explain to customers that all of the Company’s tariffs are conditional upon payments

being made by Direct Debit;• shall exercise due care and diligence when explaining the Service and will not knowingly

mislead customers, misrepresent the product in any way or use any unfair sales practices;• shall provide customers with only factual information and will not offer opinions in relation

to future prices of competitors’ telecommunications services;• shall not hold themselves out to be employees of the Company.


CustomersYou are able to sign up:• Businesses

– Any entity which is conducting a trade

• Limited Companies• Partnerships• Sole traders• Charities• Local government• Not for profit organisations

– There are over 2 million of these in the UK

• Target customers have 1-9 lines (PSTN, ISDN2, ISDN30) on a site• Titan will also accept people who run a business from their home• No credit checks, no minimum call spends


Back to Index

Customers

You are NOT able to sign up:• Residential/Domestic customers• Cable customers, including Virgin Media• Customers in Hull, supplied by Kingston (Kcom)• Existing group customers (reserved customers)– Unicom– Titan

• When you become aware that you are speaking with an existing group customer we expect you to:– Cease discussions– Not to offer a competitor’s products– Not to pass this information on to a third party


Back to Index

Company

• History• Vision & Core Values• Policies• How Titan Support Customers


History

• Titan Telecom is part of Universal Utilities plc, the Head Office is based in Manchester• The company previously sold gas and electricity• Since 1998 the group has saved nearly 360,000 UK businesses an average of £1,800 each,

totalling nearly £650 million of savings• Universal Utilities specialises in the small business market• We are privately owned and are the UK’s biggest independent telecoms provider with over

75,000 business customers• The group turnover to April 2008 was £42 million with a pre tax profit of £9.8 million• The company employs over 500 people• The company has regularly featured in The Sunday Times Fast Track 100, Profit Track 100 &

Tech Track 100 lists

Back to CompanyTitan Telecom Limited – Confidential16

Vision and Core Values

• Vision – Titan aim to supply 50,000 UK businesses with telephony services by the end of 2010

• Values– Quality – ISO 9001 Accredited– Knowledge– Professionalism – always tell the truth!– Value for money – high quality, low cost


Policies

• Confidentiality and data protection• Sales code of conduct– Don’t represent yourselves as being an employee of

Titan Telecom– No contact before 8am or after 8pm UK time, except

by prior appointment– Be able to explain Titan’s relationship with BT in a

clear and concise manner– Titan does not pay termination fees charged by

customers’ existing providers


How Titan Support Customers

• One phone number – 0844 257 0844• Opening hours 9am – 6pm Monday to Friday (except Bank

Holidays)• All new customer service advisors attend a two week

training course prior to taking customer calls• Care levels available (transferred on a “like for like” basis)

– Silver (standard)– Gold (chargeable)

• Improved fault management due to benefits of using WLR3• Integrates bespoke CRM platform• Multiple levels of security for improved Data Protection


Key Customer Benefits of Titan

• One company to cater for all fixed line, calls and broadband needs• One number to call for all customer service needs• One bill for all services• Seamless “like for like” transfer of their telecom services• Lowest cost lines & calls – guaranteed• No set-up fees – transferring lines to Titan is simple• One of the most financially stable providers in the market• How can we provide such a great offer?

– Regulation ensures a fair market– Efficiency – we are more efficient than our competitors– Competitive market – due to our scale we buy services at lower rates than

most of our competitors meaning that we can charge less to our customers


Telecoms Product

• Product Proposition & Philosophy• Website• Telecoms Brochure• Free 0845 Number• Telephone Line Types• Network Features• BT Featureline• Other Information


Back to Index

Proposition & Philosophy

• Proposition – Superior service, unbeatable prices• Philosophy – Taking the 7 years experience of selling telecom

products to SMEs and building a product to overcome all major objections– BT Openreach network

• A network you can trust– Price

• Lowest in the market• Price match guarantee

– Contract• No long term contracts, 1 year at a time• 30 day no obligation trial

– Customer service• UK based (Manchester)• High quality

Back to Telecoms ProductTitan Telecom Limited – Confidential22

Website – Home Page


Back to Telecoms Product

Important notes

1. BT’s network is now available to all communications providers on an equivalent basis to BT. If you have a BT line your services can be transferred to Titan Telecom.

2. There is no contractual commitment to Titan within the first 30 days of service allowing you to evaluate how good our services are. If you choose to leave Titan during the trial period you will be required to pay for service used during the period we supplied you, but there is no penalty for ending the agreement early.

3. Prices quoted are pence per minute unless otherwise stated.4. Prices shown are for standard PSTN lines. For other prices please refer to

www.titantelecom.uk.com.5. Prices based on BT Standard Business rates, correct as published 1 January 2009.6. Calls are capped at the rates quoted for the first hour of a call. Calls longer than 60

minutes will be charged at the applicable rate after 60 minutes.7. Comparison based on a 30 minute call.8. Charged monthly in advance, minimum period 1 month and non-refundable.9. Titan calls are billed per minute and a connection charge of 2p applies to UK numbers

starting 01, 02 and 03, 6p to mobiles and 3p to all other calls.10. All prices exclude VAT.



http://www.titantelecom.uk.com/

Free 0845 Number


• Any calls made to a customer’s 0845 number will be automatically directed to their Titan Telecom landline. The 0845 number is a totally free service, there are no rental costs and customers do not pay to receive calls. There are absolutely no operating costs at all

• If customers move premises, the 0845 number stays the same• Customers are able to create a local profile for their business, regardless of

their actual location• If a fault occurs the number can be quickly redirected• Customers gain all these benefits completely free of charge!

There is absolutely no cost to the customer, see how we compare to BT:


Telephone Line Types

• Titan can supply the same lines as BT– PSTN – single analogue line– Multiline – multiple analogue lines– ISDN2 – digital lines for small offices

• Customers can have one or multiple ISDN2 lines• 2 channels per ISDN2

– ISDN30 – digital lines for big offices• Customers can have up to 30 channels per ISDN30

– BT Featureline – We can not provide these on a “like for like” basis, therefore we ‘re-grade’ them to normal PSTN lines (see separate page)



Network Features

• There are over 40 network features available on the BT Openreach network

• When transferring to Titan the customer will retain all the network features that they currently have on their existing phone line (except Featurelines – see next page)

• Most common features are:– Call Waiting - Warns you if another caller is trying to reach you when you're already on

the phone.– Call Diversion - Divert incoming calls to either another landline or a mobile.– Call Sign - You have a second 'Call Sign' phone number that rings differently, without

another line.– Ring Back - Saves you re-dialling an engaged number until the line is free.– Reminder Call - Set an alarm call.– 3 Way Calling - Lets you speak to two people at two different locations on the same call

in a three-way conversation.– Caller Display - You can see the number of the person calling you before you answer the

phone.– Call Barring - Prevent your phone from making certain outgoing calls.



BT Featureline

• What is it?– Featureline combines lines, network features and call pricing

options to provide functionality similar to a simple PBX (telephone system), including features such as:• Transfer calls between different phones (call transfer)• Have different phones ring in a set order (hunt groups)

– Most Featureline customers have a single line and do not use most of the line features, these customers can save even more money by switching to Titan as Featurelines have a higher monthly rental charge than normal PSTN single lines

• How can you indentify if someone has one?– Featureline customers have to press ‘9’ when making an outbound call

and they don’t have a PBX (telephone system)Titan Telecom Limited – Confidential

47Back to Telecoms Product

Other Information

• Existing Broadband– If a customer chooses to transfer their telephone lines to Titan but does not want to transfer

their broadband they can do so and their existing broadband service will be unaffected• Payphones

– Does the customer own it or rent it?– If they rent it then they need to call BT Payphones on 0800 115511 and ask for the payphone

rental and line rental to be split onto separate accounts. After 24 hours of the account being split, Titan can transfer the telephone line

• Alarm lines, commonly called Redcare– We can take telephone lines which are used for alarms because the services remain on the BT

Openreach network– We do not provide 24 hour a day cover which some customers will want for their alarm line

• Credit card lines/PDQ– We can take telephone lines that are used for taking payments on credit cards

• Remote call forwarding & Caller re-direct services– These are services provided by BT for when a business has left a supply address and they are

either forwarding calls to a new office OR are playing a recorded message giving a new number to call

– Both of these services are not transferrable from BT, these are not live lines



Customer Contracts Verbal

• Terms & Conditions Key Features– In Titan booklet– On the website

• Direct Debit• Verbal Contracts

– Direct Debit script– Telecoms script


Back to Index

Terms & Conditions Key Features

• Customers will be charged for line rental and calls at the stated rates. A full price list (including any updates) is shown at www.titantelecom.uk.com.

• Customers agree to pay all invoices by Direct Debit. Customers will be charged a £10 administration fee for each invoice they do not pay by Direct Debit. Customers will be charged interest on any unpaid invoices

• The agreement with us is a one-year contract, which automatically renews at the end of each year for another year

• If customers wish to end their contract with us, they may do so at the end of any year of supply, providing they give us 3 months prior written notice

• If customers end their contract with us without giving us this notice, they will be charged a termination fee of £150 per line

Back to Customer ContractsTitan Telecom Limited - Confidential50

Direct Debit

• Our products are only available to businesses paying by Direct Debit for the duration of their contract. For our customers there are many benefits of paying Titan by Direct Debit, including the following:– Substantial savings– No writing of cheques– No post involved– Payment covered by Direct Debit Guarantee– Invoice sent 14 days prior to debit– Ensures payment on time

• Each year in the UK over £300 billion is paid by Direct Debit by almost 40 million businesses and individuals. Direct Debit is now the acceptable and easy way to pay for services


Back to Customer Contracts

Verbal Contracts

• Before you start the recorded script, you will need to have gathered all of the relevant information, including:– Business name– Billing address– Contact name, email address & mobile phone number– Whether the customer requires e-billing– Supply address/addresses– Details of what services are required at each site and of each

telephone line including any call options, such as UK landline anytime– Whether the customer has any BT Featurelines or not– Bank details for the Direct Debit

• The full script must be recorded• Record the call until the customer hangs up



Direct Debit - Verbal• Before you begin the recording, you will need to obtain the

customer’s bank account details• Make sure the sort code and account number are correct



Titan Telecom Paperless Direct Debit Script - April 2008 You agree to pay all invoices by direct debit. Mr/Mrs… [NAME] please confirm the bank account name… [OBTAIN RESPONSE]. Can you confirm you are the account holder and that no other person is required to authorise debits from the account… [OBTAIN POSITIVE RESPONSE]. Please confirm your sort code, account number, bank name and branch location… [OBTAIN DETAILS]. HAS THE CUSTOMER REQUESTED EBILLING?

Yes: Your bills will be available to view online at www.titantelecom.uk.com. We will notify you when your bill is ready to view by emailing… [EMAIL ADDRESS]…is that address correct? [OBTAIN POSITIVE RESPONSE] Your account will be debited no less than 14 days after the notification is sent. No: As you have not chosen to take advantage of ebilling, your bills will be posted to you each month. We will debit your account no less than 14 days after the bill is sent to you. The company name which will appear on your bank statement against the Direct Debit will be Titan Telecom. You will be sent confirmation of this Direct Debit Instruction agreement in the post along with the welcome pack. All Direct Debits are protected by a guarantee, the details of which will be confirmed in our welcome letter.

Telecoms Script

• Must be followed VERBATIM and recorded in full e.g.– £9.99 per line per month– Learn the rates and quote them correctly

• Make sure that the customer makes a clear audible response where required

• Ensure you state the supply address with each telephone number • If you have sold a new line installation then you must quote the

appropriate price for the installation and obtain customer agreement

• Read out appropriate Call Options subscripts if applicable• Allow the customer to ask questions if they wish to do so, then

handle the objection and then move on



Pricing

• See Telecoms product brochure• Understand how each of the four Call Options work and use them where

appropriate based on what customers tell you about the types of calls they make

• Full price list available for you and customers to download at www.titantelecom.uk.com/pricing – Page 3 of the pricing document is particularly useful for quick reference on line

rentals, network services, etc.– Pages 5, 7, 8 & 9 outline the main call prices

• All pricing is exclusive of VAT• Telecoms

– In our marketing materials we show line rental at £9.99 per line per month. Although 99% of the lines we provide are charged at this rate, some line types are charged at slightly higher rates, this is for ISDN30 lines – see page 3 of the pricing document

– Price match guarantee on any “like for like” offer


Back to Index

Order Management Process

• Day of sale– Customer details entered onto Titan system

• Within 2 days of order entry– Contract is validated by Titan which results in either Titan’s acceptance of the order or it

will be passed back to sales, if further action is required– Verification call from Titan to the customer usually takes place within 2 working days of

order entry– Telecoms transfer order is placed with BT Openreach which takes 10 working days to

complete

• ‘Welcome pack’ is despatched to the customer within 2 working days after the verification call, this includes:– Letter confirming order details & scheduled date of transfer– Titan brochure

• Customer goes live with Titan service– Average is 19 calendar days from sale


Back to Index

Billing & Invoicing

• Monthly billing approx 10th-12th of the month– Line rental & call options are billed monthly in advance– Calls are charged monthly in arrears– Direct Debit collection 14 days after invoice

• One page summary bill either by– Post– Email (if the customer opts for e-billing)

• Fully itemised information available in the ‘Customer Zone’ of the website


Back to Index

Buyer Behaviour

• Frequently Asked Customer Questions (FAQ)– Switching to Titan– Line Transfer & Call Costs– Faults, Invoices & Payments– Other Services & Moving


Back to Index

FAQ – Switching to Titan• What will change?

– The only changes are that you will find your telephone bills have reduced and you will need to contact Titan Telecom if you require technical assistance or customer care.

• Is there a charge for changing to Titan Telecom? – We do not make a charge for switching your supply to Titan Telecom. We will do everything required on your

behalf to change you over to Titan Telecom completely free of charge. • Can I keep my existing telephone number?

– Yes, your existing number will not change. The advantage of this is that we can offer you exceptional savings, whilst you keep your existing telephone numbers. We can also port most cable numbers to our network, but installation charges may apply.

• Will there be any loss of telephone service during the transfer? – No, your telephone service will change over without any interruption; all you will notice is a reduction in

your telephone bill. All transfers are made on a "like for like" basis, so you can expect to keep exactly the same services you currently have.

• I am in a contract, can Titan Telecom help? – That will depend on the type of contract you have entered into. Most of the contracts we come across can

be terminated with 28 days notice. Your existing supplier will provide a final bill and you must then come to a satisfactory arrangement with your previous supplier to discharge the debt. We will inform you of your start date with Titan Telecom. Nothing could be simpler. If you pay your existing supplier by Direct Debit, don't forget to contact your bank to stop your Direct Debit payments.

• I work from home, can you switch me over? – Yes – so long as you are a business that works from home you can also benefit from the large savings.

Back to Buyer BehaviourTitan Telecom Limited – Confidential59

FAQ – Line Transfer & Call CostsLine Transfer• Can Titan Telecom transfer my line if I have a digital or ISDN line?

– Yes• What if I have a switchboard or PBX System or a Versatility System?

– If you have a switchboard or PBX System or a Versatility System Titan Telecom can transfer the line rental and calls however the maintenance of your PBX or Versatility System will remain with the company you currently have a maintenance contract with.

Call Costs• What does call capping mean?

– Call capping gives great reductions in phone call costs. The first hour of any call will not cost above the capped rate. Calls longer than 60 minutes will be charged at the applicable rate after 60 minutes.• Local and National Calls (01, 02 and 03 numbers) are capped at 9p• Calls to Mobiles (excluding 3 mobile) are capped at 29p• International Top 20 are capped at 19p

• What are Titan Telecom call connection fees? – Titan’s connection charges are 2p to UK numbers starting 01, 02 and 03, 6p to mobiles and 3p to all other

calls.• How are Titan Telecom calls billed?

– Titan Telecom calls are billed per minute.


Back to Buyer Behaviour

FAQ – Faults, Invoices & PaymentsFaults• What do I do if I have a telecoms fault?

– If you are unfortunate enough to experience a telecoms fault, telephone our Customer Service Team on 0844 257 0844. We will carry out live line tests and advise you on any simple equipment checks you can carry out yourself.

– If following these checks the fault is still present then, following confirmation of any time related charges, we will liaise with BT Openreach engineers on your authority to rectify the fault as soon as possible, keeping you fully updated every step of the way. On certain occasions it may be possible to offer you a temporary call diversion facility.

Invoices• How will I be billed?

– Titan Telecom invoices its customers monthly, which allows you to budget more easily and spread the cost more evenly over the year. Line rental and network features are billed one month in advance (BT Retail normally bills three months in advance) and calls are billed one month in arrears.

• The invoice I have received is not fully itemised, how can I view a fully itemised invoice?– You can view all your bills in our online Customer Zone. Register your account using the unique activation

code on the invoice. Online services include full itemisation of all calls and services, and account management tools to help you analyse your expenditure.

Payments• How do I pay my invoice?

– All payments are taken by Direct Debit. If invoices are not paid by Direct Debit 14 days after the invoice date, then we will charge you £10.00 per month for administration costs.



FAQ – Other Services & Moving

Other Services• Can Titan Telecom provide new lines?

– Yes, Titan Telecom can arrange for new lines to be installed. These lines will be added at the same reduced rates as any telephone lines you already have with us. New installations are charged at £99.99 per line, re-starts are charged at £35.00 per line.

• Are services such as Call Waiting available with Titan Telecom? – Yes, many network features are available, with 10% off BT Standard Business Rates for exactly the same

features. • Can I tailor my Titan Telecom call plan to suit my business needs?

– Yes, you can combine as many, or as few, of the four Call Plans as you like. Each option costs £5 per line (or channel) per month.

Moving Premises• What do I do if I am moving premises?

– When you’re moving premises, it is important to give us as much notice as possible (at least 30 days). You should contact Titan Telecom and we will coordinate the transfer of supply to your new premises, arrange an engineer’s appointment and secure the retention of your telephone numbers wherever possible. If it is not possible to retain your numbers, we can offer effective solutions to ensure you never miss a call.



titan telecomproducttrainingandinformationpackverbalsalesnew

Documents

s telecom

wlr3titan telecom

bt engineers

soldall telecom companies

bt retailback

bt exchangessince

bt retailtitan

bt retail2009over