Gen4 Upgrade Order Placement Training

Transcription

1 Gen4 Upgrade Order Placement Training

2 Objectives Review who is eligible for a Gen4 equipment upgrade Discuss what upgrade offers are available Discuss how to overcome objections Review how to enter an upgrade order

3 Gen4 Equipment Upgrade Offers and Eligibility

4 Eligibility Criteria Existing subscribers in the EchoStar XVII footprint (including Hughes & Dish RUS subscribers*) AND Must be in good bill payment standing SPACEWAY EchoStar XVII * Note: Upgrade functionality for Hughes and/or Dish Recovery Act customers is not yet available. Channel Support will notify Retailers when RUS customers are able to upgrade.

5 Gen4 Equipment Upgrade Pricing & Terms Subscriber In- Commitment Subscriber Outside Commitment Gen4 Equipment Upgrade Price $199 $99 Less Mail In-Rebate ($50) ($50) Net Upgrade Price $149 $49 Gen4 equipment upgrades require a new 24-month term commitment which begins on the date of the equipment upgrade (previous commitment does not carry over). This is a Lease only program but does not require a credit check since the subscriber is already in good standing with Hughes. Customer will be charged at time of upgrade installation (no $40 authorization hold) $400 Early Termination Fee (ETF) applies if they cancel within their new 24 month commitment. It is prorated based on date of termination. Existing Lease option subscribers are required to give their Spaceway equipment to the installer performing the upgrade. Installer to return equipment to their Distributor. $50 instant event discount and Retailer rebates do not apply.

6 Upgrade Service Plans Plan Feature Power PLUS Power Power PRO Power MAX Download Speed 10 Mbps 10 Mbps 10 Mbps 15 Mbps Upload Speed 1 Mbps 1 Mbps 2 Mbps 2 Mbps Total Data Allowance 25 GB 20 GB 30 GB 40 GB Anytime Allowance 10 GB 10 GB 15 GB 20 GB Bonus Bytes 15 GB 10 GB 15 GB 20 GB Monthly Service Fee $59.99 $49.99 $79.99 $99.99 Monthly Equipment Lease Fee $9.99 $9.99 $9.99 $9.99 Total Monthly Price $69.98 $59.98 $89.98 $ Power PLUS is only available to existing $59.99 price point subscribers upgrading to Gen4. It is NOT available to new subscribers. Existing subscribers may only upgrade to an equivalent or higher level service plan.

7 Target Audience - Existing $59.99 Subscribers Plan Feature Power PLUS Download Speed 10 Mbps Upload Speed 1 Mbps Total Data Allowance 25 GB Anytime Allowance 10 GB Bonus Bytes 15 GB Monthly Service Fee $59.99 Monthly Equipment Lease Fee $9.99 Total Monthly Price $69.98 Current subscriber is on a $59.99 plan For the same price as today, the subscriber will receive 50% more bonus bytes This will increase their overall data allowance by 25% The extra 5 GB of bandwidth would normally cost $40 if purchased in 1 GB token bundles - so this is essentially an extra $40 value to the subscriber at no additional cost The subscriber can do even more with Gen4!

8 Target Audience Existing $49.99 Subscribers Plan Feature Power Download Speed 10 Mbps Upload Speed 1 Mbps Total Data Allowance 20 GB Anytime Allowance 10 GB Bonus Bytes 10 GB Monthly Service Fee $49.99 Monthly Equipment Lease Fee $9.99 Total Monthly Price $59.98 Current subscriber is on a $49.99 plan Ideal plan for: Online browsing Social media Shopping Searching Price-sensitive subscriber Subscribers for whom 20 GB/month should meet their data needs

9 Target Audience - Power PRO Plan Plan Feature Power PRO Download Speed 10 Mbps Upload Speed 2 Mbps Total Data Allowance 30 GB Anytime Allowance 15 GB Bonus Bytes 15 GB Monthly Service Fee $79.99 Monthly Equipment Lease Fee $9.99 Total Monthly Price $89.98 Ideal plan for: Video applications Photo sharing Streaming applications Online browsing Social media Shopping Searching Subscribers already on higher plans (Power 150, Pro Plus, etc) Subscribers with higher upload activity and needs Subscribers with higher data needs

10 Target Audience - Power MAX Plan Plan Feature Download Speed Upload Speed Total Data Allowance Anytime Allowance Bonus Bytes Power MAX 15 Mbps 2 Mbps 20 GB 20 GB 40 GB Monthly Service Fee $99.99 Monthly Equipment Lease Fee $9.99 Total Monthly Price $ Ideal plan for: Multiple devices Video and streaming File sharing Online browsing Social media Shopping Searching Subscribers with complex networks Subscribers with high data needs Subscribers with the need for speed Super-users Subscribers doing extensive video streaming or downloading

11 Potential Gen4 Objections

12 Gen4 Objections Objection: Equipment Upgrade Cost Might sound like: Why do I have to pay for my equipment upgrade? Like many service providers including satellite television and cell phone companies upgrading to new equipment typically includes a nominal upgrade fee. Most of the time, the service provider is subsidizing your upgrade and only passing along a portion of the true upgrade cost to you. This is also the case with Hughes. In your case, your cost to upgrade equipment would be ($xxx), which includes new equipment, professional installation, and extended warranty coverage on your new equipment. Hughes is only passing along a portion of the true upgrade cost to you, and has done everything they can to keep that price as low as possible.

13 Gen4 Objections Objection: New Term Commitment Might sound like: Why am I required to enter a new term commitment when upgrading to Gen4? Like many service providers including satellite television and cell phone companies upgrading to new equipment typically also includes a new term commitment. Since the service provider is typically subsidizing the equipment upgrade cost, the term commitment allows the service provider the opportunity to recover that subsidy over time. This is also the case with Hughes. Your cost to upgrade equipment is ($xxx) which represents only a portion of what it will cost Hughes to manufacture, deliver, and install new equipment and pay a professional technician to perform the upgrade. The term commitment allows Hughes a reasonable opportunity to recover that investment in your upgrade. Since Hughes is making more feature-rich plans available to you at, in many cases, promotional rates, the two year term commitment also locks in some price protection for you should prices increase during your service term.

14 Gen4 Objections Objection: Lease Equipment Fee Might sound like: I previously purchased my HughesNet equipment. Why am I now being forced to lease equipment? Over the past few years, many service providers including satellite television and cable television providers have transitioned to a lease model. You may have noticed this if you have added or changed service with DISH or DirecTV. Hughes has made a similar transition, and for Gen4 upgrades all equipment is leased rather than purchased. This allows Hughes to offer you a much lower upgrade cost and also allows Hughes to offer you perpetual warranty coverage on the leased equipment which was not the case with purchased equipment. All of Hughes Gen4 plans are priced at or below our comparable existing plan prices, so the vast majority of subscribers who upgrade to Gen4 will find their total bill equal to or less than their current bill. Let s look at what options Hughes has available to you for Gen4, and what your total monthly cost would be

15 Gen4 Objections Objection: Existing subscriber Upgrade vs. New subscriber Gen4 Costs (subscribers in Echostar XVII footprint) Might sound like: Why are new subscribers getting a better deal on Gen4 service than existing subscribers? As with any company, Hughes periodically runs special promotions. Sometimes these promotional deals differ from the pricing existing subscribers came in under. Hughes is working very hard to provide increased value to all subscribers. Let s take a look at what upgrading to Gen4 means for you. First, your equipment upgrade cost would be $($199/$99). Hughes is currently offering a $50 mail-in-rebate which reduces your cost to $($149/$49). That price includes all new equipment required at your site plus professional installation plus extended warranty coverage on your new equipment a value of $600 or more. Second, as an existing subscriber, Hughes is making a special plan - Power PLUS - available to you that is not available to the general public or new subscribers. With the Power PLUS plan, you can receive an additional 5 GB of bonus byte bandwidth which normally costs $40 for only $10/month. Finally, Hughes has invested hundreds of millions of dollars into their networks to be able to offer you higher speeds and more bandwidth at the same or lower cost as their standard previous-generation plans. When you take all these things into account, Hughes feels that Gen4 will deliver you tremendous value for the nominal upgrade fee.

16 Gen4 Objections Objection: No Unlimited Bonus Period Anymore Might sound like: I m hearing that Gen4 plans will not have an unlimited bonus period anymore Several things are changing with the Bonus Period. First, it will be 20% longer per day (6 hours instead of 5). Second, it will extend until 8am (currently 7am), which means that for many subscribers there is a high likelihood that the Bonus Period will still be in effect when they wake up and that downloading things like the morning newspaper could be done without counting toward Anytime Bytes. Third, the bonus period will now be in relative subscriber time (was previously Eastern Time). This means that you don t have to calculate things on another time zone but know that it will always be your time. Finally, the Bonus Period will have a separate bucket of bandwidth (Bonus Bytes) of (10/20/30 GB). In closely, monitoring subscriber usage over many years when we had an unlimited Download Zone, we ve found that those buckets are more than large enough to meet the needs of at least 99% of our subscribers. Let s take a look at your usage needs and see where you fall. If you are one of the small minority of subscribers who require more than (10/20/30 GB) of overnight bandwidth Hughes has some other options including larger Gen4 plans. Please also keep in mind that if you remain on your current HughesNet plan, you will continue to have access to your existing plan features which include the Download Zone which provides unlimited bandwidth (as available) between 2-7am ET daily.

17 Placing Gen4 Equipment Upgrade Orders

18 Process to Upgrade Order 1 Login to POW Click on Upgrade link Enter the following mandatory subscriber information: - SAN - Zip Code Review available services plans and pricing with subscriber 4 Subscriber agrees to the Terms and Conditions 6 Retailer reads the Terms and Conditions to the subscriber 5 Subscriber selects service plan 7 Retailer submits the order Subscriber receives order confirmation 9 A technician will contact subscriber

19 Login You must first log in to POW with your username and password Do not bookmark the upgrade site. In order for the system to recognize who to give credit for the upgrade, you must use the POW login page From the View Modify Cancel Orders dropdown menu, select Upgrade Order For a non-gen4 upgrade, contact Retail Support for upgrade assistance.

20 Upgrade Welcome Screen To view what upgrade offers are available to the subscriber, enter the 5-digit installation zip code The SAN

21 Available Upgrade Plans Only plans that are the equivalent or higher to the subscriber s current plan will be shown. The upgrade cost is indicated in the Special Savings section, along with the current customer upgrade offer i.e. $50 mail-in rebate, etc.

22 Available Upgrade Plans Educate the subscriber as to the various benefits of the Gen4 Service Plans and recommend the plan that fits their needs

23 Placing Gen4 Equipment Upgrade Order Select the Gen4 plan Enter the subscriber s address

24 Placing Gen4 Equipment Upgrade Order Read the Terms & Conditions to the subscriber If the subscriber agrees to the Terms & Conditions, click Accept Select Submit My Upgrade

25 Confirmation Screen The order details are shown here

26 Confirmation The subscriber will receive an confirmation at the address provided earlier Note: From time to time, the order may error out during the 1 st upgrade submission attempt. Please try again and if it still errors out, contact Retail Support at

27 Need assistance with placing your upgrade order? Contact Retail Support