How should you introduce your business?

You do not have to say where you are calling from on your initial introduction. If the customer asks if you are calling from BT, you must always say "No", you are calling from "XYZ, Authorised Supplier for BT". Please refer to BT Business Guidelines.

Never claim to be: An associate of BT, A colleague of BT, In collaboration with BT, An affiliate of BT, Working in an alliance, syndicate or joint venture with BT, Working on behalf of BT, Doing work for BT, Working with BT, Working for BT, A part of BT, Instructed by BT, Account managing for BT.

Remember the pitch for why you are calling

"I'm calling to determine whether you are eligible for improved speeds, to confirm when your current contract ends, to review your current pricing and so see if a resign or upgrade is available on your BT account." or "If you're not with BT, there's some great reasons why businesses are choosing BT, including offers, improved speeds and features."

What package should you sell your customer?

What is the difference between Solo and Broadband Bundles with Cloud Voice Express?

Mrs/Mrs customer, you have 2 choices of Broadband:

1. "Solo Broadband offers a digital-only internet connection. You will not receive a BT phone number and will not be able to make traditional calls. However, you can use WhatsApp, FaceTime, or any other third-party voice service."
2. "BT Broadband bundles include Cloud Voice Express, which provides a new phone number (or allows you to port an existing number), a brand-new Yealink digital cordless handset, and an optional unlimited call package. Benefits: Cloud Voice Express app (take landline calls on your mobile), Voicemail, Block nuisance calls, Keep your number for life, IP phone included, Call divert, Call waiting, Caller display, Call transfer, Call hold, Three-way calling, Call barring, Withhold number, Contacts, Call history."

What is the difference between Broadband Pro, Enhanced and Essentials?

BT Business Broadband products are available with different features.

1. The Pro package includes all features: Wi-Fi signal boosting disc, 4G Broadband backup from EE, Prompt Care with faster fix times, Wi-Fi security controls, Static IP, and Content Controls and Web Protect.
2. Enhanced removes the Wi-Fi signal boosting disc, Prompt Care, and Wi-Fi security controls (the ability to restrict users and guests).
3. Lastly, Essentials provides the basic package with the 'essential' features such as Content Controls and Web Protect.

Remember to take notes!

Write down what you have quoted the customer, their contract term and their pricing. You will need this information when completing the call confirmation script.