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CLEAREssentials

ROI

What would you like to take away from today’s training?

ROI

CLEAR Mission Statement

Empower a smarter, more connected

world with the fastest, most cost-

efficient, and highest capacity 4G

network – enabling people everywhere

to have the magic of the Internet with

them all of the time.

Who we areEnergetic young company passionate about

how people access the internet

Brain child of wireless pioneer Craig McCaw

WiMAX will cover as many as 120 million people with true broadband mobility across 80 markets by the end of 2010

Strategic investors include Intel Capital, Comcast, Sprint, Google, Time Warner Cable, and Bright House Networks

New CLEAR WiMAX Launch by 2009:Portland, Atlanta, Las Vegas, Philadelphia, Chicago, Dallas,

San Antonio & Austin + Conversion markets

CLEAR WiMAX Value Propositions

• Speed: Super fast internet everywhere

• Consistency: At home or on-the-go, CLEAR provides consistent speeds that you can rely on.

• Simplicity: Easy to install. Easy to use. We keep things CLEAR!

• Openness: CLEAR supported by robust vendor ecosystem

WiMAX

• CLEAR uses a 4G technology that differs from Wi-Fi called WiMAX, which provides service areas measured in miles, not feet.

• WiMAX technology provides:– Wider coverage, higher capacity, mobility

and a single standard

– High speed of broadband service

– Wireless rather than wired access, therefore much less expensive than Cable or DSL and much easier to extend to suburban and rural areas

– Broad coverage like cell phone network (instead of small Wi-Fi hotspots)

Fraud Policy

“CLEAR is dedicated to providing industry-setting customer service and an unparalleled sales experience.

As such, CLEAR is committed to ensuring that all sales and customer service activities are conducted in a

truthful and legally compliant manner.

CLEAR does not tolerate any dishonest or unlawful conduct, including false or misleading statements or fraud of any kind.”

CLEAR products = Choices

Clear USB Modem

Clear Voice Adapter

Clear Modem

CLEAR Spot

CLEAR 4G+ Mobile USB

Clear Modem

• Provides Internet access via WiMAX

• Self-installed – no software, no technician

• Move the connection anywhere, anytime

• Target market = Consumer and small business (5-8 employees)

Clear Modem Installation

Optimally position with antenna facing window. Move modem slowly in quarter turns until 2-3 consistent lights.Optimally position with antenna facing window. Move modem slowly in quarter turns until 2-3 consistent lights.

Clear Modem Troubleshooting

• Know your towers’ locations

• Position with antenna facing tower, near window

• Move modem slowly in quarter turns until 2-3 consistent lights

• Unplug power and Ethernet cables, wait 5 secs, then reconnect power only wait 30-45 secs. Adjust modem until 2-3 flashing bars then reconnect Ethernet cable.

• Verify LED indicators

• If customer is comfortable doing so, they can disable/modify anti-virus and firewall settings

• Call Customer Care - explain what has been done

Clear USB Modem

• Works with XP/Vista or Mac OS– Connection Manager supports both 32-bit and

64-bit versions of Windows

• Go anywhere in our coverage area

• Same super fast Internet you get at home– 4 Mbps download**, 1 Mbps upload on all plans

• Target market = Mobile users and home/business users

** with a Pick 1, 2 or 3 plan: No Cap(average 3-6 Mbps, bursts up to 10 Mbps/1 Mbps)

CLEAR 4G+ Mobile USB

• Integrates both EVDO (3G) and WiMAX (4G); connects to CLEAR’s network when available and 3G service outside of CLEAR coverage

• First USB modem offering CDMA and WiMAX in one device

• Fastest USB broadband modem available – WiMAX speeds up to 10 Mbps

• Target market = Mobile users who travel outside of CLEAR’s coverage areas

CLEAR Spot

• Accessory that allows Wi-Fi enabled devices to access CLEAR’s WiMAX network

• Four-hour rechargeable battery life– Can also run on AC power

• One-time cost of $139.99

• Target Audience: 5-8 Users– Examples: Student study group, picnic in the park,

day at the beach, mobile coffee shop, etc.

• 4G+ modem compatible with CLEAR Spot (firmware update required to CLEAR Spot device)– Firmware update v2.4 available

– CLEAR Spot will not recognize CLEAR 4G+ modem until update installed

Clear Voice

• Plug it into your Clear Modem and talk all you want

• One low monthly service price ($25.00)

• Unlimited calls to anywhere in the US, Canada and Puerto Rico

• Great low International rates

• Extraordinary Features (e.g. Simultaneous Ring, Voicemail to Email)

• Requires Clear Home Modem

Features

Ordinary Features

• Caller ID

• Call Waiting

• Call Forwarding

• Basic Voicemail

• Do Not Disturb

• 3-Way Calling

• E911 Compliance

• Local Number Portability

Extraordinary Features• Remote Management• Advanced Call Forwarding• Simultaneous Ring• Voicemail to E-mail• Call Blocking • Call Screening & Adv. DND• Call Activity History• Portability• Secondary Phone Numbers

Fax & Analog Lines

• Fax machines work

• LNP ( Local Number Portability) available

• Analog Line Devices work, including– Credit Card Machines / DirecTV & Dish DVR

– “Rule One”: Use Ethernet first

– Requires *99 Dial Prefix

• Alarm systems: NOT recommended, NOT supported

Requirements & Conditions

• White Pages listings• Ported numbers retain listing• CLEAR numbers NOT listed

• White Pages listings• Ported numbers retain listing• CLEAR numbers NOT listed

Included & Required Equipment

• In the Box– Clear Voice Adapter

– Power Adapter

– Ethernet Cable

– Quick Start Guide

• Requirements (not included)– High-Speed Internet

– Telephone (preferably 5.8 GHz Multi-station)

– Computer with Internet access (required to activate service, not to make or receive phone calls)

Linksys 2102(Clear Voice Adapter)

Ethernet Cable

Power CableQuick Start Guide

Combination Plans and Promos

Pick 3 UnlimitedDL: No Speed Cap/UL: Up to 1Mbps Unlimited Usage/Unlimited Local & LD

Choose One:

or

Home + Mobile + Home Voice Home + Mobile + Mobile

Pick 2 Unlimited DL: No Speed Cap/UL: Up to 1Mbps Unlimited Usage/Unlimited Local & LD

Choose One:

Home + Home Voice

Mobile + MobileHome + Mobile

Voice BundleFast Home + Home Voice

DL: Up to 3 Mbps / UL: Up to 1 Mbps

Fast Home Modem Unlimited use

Clear Voice Unlimited calls to anywhere in the US, Canada and Puerto Rico

with low International rates

+

Clear Voice Pricing Package

• Equipment purchase = $15.00– Full price is $50, one-time discount of $35

Clear Voice No Commitment Two-Year Agreement

Monthly Service Fee $25 $25

Additional Terms

• Two-year agreement or no commitment plans– $35.00 activation on no commitment plans, including Voice

– Activation waived on two-year agreements, including Voice

• ETF:

All Plans $120 pro-rated down by $4 per month

4G+ Dual Mode $200 pro-rated down by $8 per month

Voice Plan $50

• Clear Voice available with Clear Modem only

The Sales Process

1. Engage the Prospect

2. Pre-Qualification

3. Ask Probing Questions

4. Present Custom Solution

5. Handle Objections

6. Close the Sale

7. Ask for Referrals and Follow-up

What is Your Elevator Pitch?

• Concise, clear summary of our products/services

• Includes key customer benefits

• Can be delivered in the time span of an elevator ride (~30 seconds)

Example: “CLEAR allows you to take the Internet anywhere within our coverage area. With CLEAR you can plug in your home modem and start surfing instantly! We also offer phone service with the most advanced features available. CLEAR will save you time and gives you total control of your Internet experience. Tell me a little bit about how you use the Internet.

Example: “CLEAR allows you to take the Internet anywhere within our coverage area. With CLEAR you can plug in your home modem and start surfing instantly! We also offer phone service with the most advanced features available. CLEAR will save you time and gives you total control of your Internet experience. Tell me a little bit about how you use the Internet.

Asking Probing Questions

• Identify/uncover prospect’s needs

• Ask questions that determine if CLEAR solution is good fit for the prospect

• Ask open-ended questions

Examples: “When you travel, where do you travel to?” “For what purposes do you use the Internet? “How many computers do you have in your home?” “Where do you use the Internet?” “Tell me about….”

Examples: “When you travel, where do you travel to?” “For what purposes do you use the Internet? “How many computers do you have in your home?” “Where do you use the Internet?” “Tell me about….”

CLEAR Referral Program

Note: Limit of 25 referral rewards per year per customer (any combination of Clear365 and AMEX rewards).

New Monthly Customer

CLEAR Customer

$15

New Customer

$10

New Contract Customer

CLEAR Customer New Customer

$10

Show me the money!• Incentive based on type of customer their friend becomes

– Monthly Customer• Current Customer: $15 Clear365 Reward• New Customer: $10 Clear365 Reward

– Contract Customer• Current Customer: $25 American Express branded reward card• New Customer: $10 Clear365 Reward

• All Clear365 incentives are:– Redeemable immediately and good for 90 days– Sent to both friend and customer via email– Fulfilled automatically

• All American Express incentives are:– Available after 30 days and good for six months– Sent via snail mail

REFERRAL CODE IS REQUIRED TO REDEEM

Purpose of 2.2.2.5 Tracker

• Reach out at 2 day, 2 week, 2 month and 5 month time frames

• Have your customers at your fingertips

• Answer questions

• Get referrals and customer’s unique referral code

• Build relationships

WiMAX Sales Order Entry (OE)

Order Entry Process

Step 1: Login

Step 2: Pre-qualification

Step 3: Credit check

Step 4: Select service plan

Step 5: Complete the sale

Step 6: Add services

Enter Username and Password, then click “Login”

Clearwire Queues (CQ)

How Do I Request Access?

• Go to: https://careapps.clearwire.com/CQ/index.asp

• Click on “I Am a New User and Need Access”

How Do I Request Access?

• Enter information requested:– Agent Code for User Name

– Your First and Last Name

– Your Email Address

– Job Title

– For Manager, type in name of CLEAR Indirect Acct Executive or Manager

– For Group, choose “AR Dealers”

Your Queues

• Escalations• Credit Queues• Payment Research• Customer Lookup Tool• AR New Equipment Request• Billing Research• Feedback• Fraud Review• Payment Research• Promo Research

Escalation Form

• Escalation Requests should only be used for emergency needing immediate attention– Making sure this policy is adhered to allows CARE departments to operate

more effectively

• Selecting “Escalations” will take you to this form

Escalation Form

• Choose department to handle request (ex: If it is a collections issue, select Collections; for a billing issue select Billing)

• Enter existing CQ ticket number if you have one and/or the customer ID (if no customer ID, enter 0000)

• Enter contact info and be specific about the escalation

• Click “Submit” and ticket will route to that department manager for handling

Manual Activation Form

• Skip Credit Activations– Customer refused credit check

• Check Payment Activations*– Customer requesting to pay via Paper

Check

• Purchase Order Activations*

• Business on Individual Service Plan Activations– Businesses requesting Service Plans

other than ClearBusiness

* Refer to Check Payment Activation Process for Business or Consumer for eligibility and requirements

Skip Credit Activation

• Market– Will determine Expedience or

WiMAX for “Equipment Info” field

• Activation Type dropdown list– Select “No Credit Check”

• SSN/Tax ID field– Enter “999999999”

• Original Credit Score– Leave blank

• Equipment Information

Check Payment or PO Activation

• Activation Type dropdown list– Check Payment: select “Check

Payments”

– Purchase Orders: select “PO”

• Payment Method dropdown list– Select “Check/Purchase Order” for

both activation types

Business on Individual Service Plan

• Use Activation Type dropdown list

• Select “Business on Individual Service Plan”

• Market selected will determine Activation Type options

Manual Review Form

• Used when customer’s credit check returns a “ * ” in Sales OE

• The following information is required for review:– SSN / Tax ID

• This field is encrypted per IT and Legal standards

– Customer Type

• Business

• Consumer

– Business Name

• Required for Business customers

Manual Review Form

• Required fields continued:– Contact Name

• Required for Consumers or the Business Contact Name

– Contact Number

• Please provide a valid number for the customer as the review may require verification of credit information

– Service Address, City, State, and Zip

• Should match the address used to perform the credit check

– Commissionable Sales Rep Name

– Commissionable Sales Rep Number

– Notes

• Additional notes the Credit Team may need to process your request

Credit Score Override Form

• Used for customers requesting Credit Score Override based on their credit check results

• VP approval required on all override requests - the following info is required:– SSN / Tax ID

• Provide SSN or Tax ID that credit application will be listed under

– Customer Type

• Business/Consumer

– Contact Name

• Requires for Consumers or the Business Contact Name

Credit Score Override Form

• Required fields continued:– Contact Number

• Please provide a valid number for the customer as the review may require verification of credit information

– Market

• LV Telesales – select ‘Clearwire US’

– Credit Score

• Provide credit check response from OE

– Commissionable Sales Rep Name

– Commissionable Sales Rep Number

– Notes

• Additional notes the Credit Team may need to process your request

Qpay & Western Union

• If customer indicates they made payment using QPay or Western Union and it hasn’t posted, fill out this form so CARE can research

• If you want CARE to call the customer directly, please type instruction with call back number in notes

2.2.2.5 Tracker

Purpose of 2.2.2.5 Tracker

• Reach out at 2 day, 2 week, 2 month and 5 month time frames

• Have your customers at your fingertips

• Answer questions

• Make sure they are using Clearwire

• Get referrals

• Build relationships

• Current tracker designed for use by Direct, Retail and ARs

Follow-up Reasons

• After two days, rep calls to confirm that the service is working and that customer is happy

• At two weeks, two months and five months, rep calls to check in with customer and to ask for referrals

Login Page

Log in using your OE login credentials

Initial Screen

Use drop down to select a date

Main Page

Here are customers sold two weeks ago

Click on “View” for details

2.2.2.5 Tracker

Enter who was spoken to, check appropriate boxes and add notes as needed

One can also email the customer directly

ACTIVITY > Two-Week Script

• Create a script for a two-week follow-up call

• In pairs, role-play each other’s script with one person as Rep and the other as Customer

Email template example

Referral Info

If the referral box is checked, more fields will pop up for names and numbers of the people the rep needs to call

Follow-up Completed

When finished, click “Submit”

Adding a Customer

To add a customer to your Tracker that you did not originally sell, select “Customer Search” and type in Customer ID

Adding a Customer

Select timeframe and click “View”

Adding a Customer

If customer has not been called on before at this interval, customer info screen is shown

Adding a Customer

If customer has already been called on at that interval, an error message will be displayed

2.2.2.5 Tracker

Referral Report will list all referrals entered into the Tracker - submit date range to see calling list

2.2.2.5 Tracker

Search will pull up sales rep’s customers only

Demos

Clear USB Modem Installation

• Customer must ALWAYS install software first

• Insert Clear USB Modem

• Click on “Connect”

• Open Internet browser - accept Terms of Service

• Access Internet

Software comes on CD

Clear USB Modem Troubleshooting

• Confirm Connection Manager is installed

• Verify device is plugged into USB slot

• Check where customer is located

• Drivers can be found in MyAccount under “Software”

• WiMAX modem can only be used in WiMAX markets

• If Clear USB Modem is inserted and no prompt appears, manually enable and/or disable modem

• You may need to uninstall software and reinstall

• If unsuccessful in troubleshooting, call Technical Support

CLEAR 4G+ Mobile USB Installation

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Clear Voice Installation Customers must ensure they have a working Internet connection and their Clear Modem service has been activated prior to setup.

1. Connect ‘Internet’ port on Clear Voice Adapter to ‘Ethernet’ port on Clear Modem using Ethernet cable

2. Connect ‘Ethernet’ port on Clear Voice Adapter to ‘Ethernet’ port on computer using Ethernet cable

3. Connect telephone to ‘Phone 1’ port on Clear Voice Adapter with standard telephone cable

4. Connect power

Clear Voice Troubleshooting

• Determine if home voice service is CLEAR or third party– If third party, call Care to validate settings

• Check that unit has passed e911 validation

• Connect Clear Modem to Clear Voice Adapter without PC– Three lights means PC may be the problem

• If setup is correct, confirm solid green LED for Phone 1 jack

• Reboot all devices, including Ethernet and power cables

• Confirm that customer can browse the Internet– If not, check connection/signal strength and check Cheetah in Sales OE

• If issue still not resolved, escalate to Customer Care

Live System Demos

• Order Entry:

• https://www.clearwire.com/order_entry/sales/dealer_signin.php

• CQ:

https://careapps.clearwire.com/CQ/index.asp

You’re on your way –thank you for attending!