Elnk Sales Chat

UPDATES


TPV (START) Team. 1-866-442-5939 

Beginning on October 18, 2007, the DSL & Home Phone Service activation fee will not be waived. Unlimited and Unlimited Premium customers, however, can mail-in the Activation Fee Rebate Form to have the $39.95 fee refunded to their accounts.
 
 
 
Description of Change:
PLEASE NOTE: You can NOT waive the activation fee.

Customer Instructions:

Within 5 to 7 calendar days after your order is submitted, EarthLink will email Unlimited and Premium Unlimited customers a link to the Activation Fee Rebate form along with instructions on how to submit it.

Important:
You must mail the Activation Fee Rebate form to EarthLink within 60 days of yourDSL & Home Phone Service activations.

Billing

Your activation fee will be listed on the first invoice.

Mandatory Disclaimers

You can receive a full rebate for the activation fee of $39.95 (only for Unlimited and Premium Unlimited customers--the Basic Plan is NOT illegible for the rebate).
Within 5 to 7 calendar days, you will receive an email with a link to the rebate form that you can print and mail.

Overcoming Objections:

The rebate form is easy to fill out. We will email you a link to the form within 5-7 calendar days.

INFORMATION FOR AGENTS ONLY:
TEXT MARKED IN YELLOW SHOULD ONLY BE ADDED TO THE DISCLAIMER.

Description: 
Effective September 30th, all EarthLink DSL & Home Phone Service customers will be assessed a $5.00 monthly fee called a “Network Access Charge”.

The Network Access Charge is a monthly fee that is similar to the one that phone companies charge their customers to recover the costs associated with connecting customers to the network.  Many local phone companies refer to this as a “Subscriber Line Charge”.

Information to be added to the DSL and Home Phone bundle:

Billing Information:

Monthly billing begin on your installation date
Price quoted does not include taxes which may be applicable or the Network Access Charge of $5.00 per month.
12 month commitment with an early termination fee of $149.95 or the Network Access Charge of $5.00 per month.

Suggested Scripting & Objection Handling:  While sharing this information with customers in the Mandatory Disclaimers customers may ask EarthLink is charging this fee.  Suggested scripting for the sales agent is as follows:

EarthLink is charging a fee similar to the ones that local phone companies charge their customers.  The purpose is to recover the costs associated with connecting customers to the telecommunications network.

OBJECTION HANDLING #1

Not only do you get a competitive price for faster speeds on your DSL, but you no longer have to worry about long distance charges for your home phone service.  In addition, we offer one bill, eleven great calling features (including Voice Mail) and the MyVoice Portal.  This unique feature provides you the ability to view your calling records, manage your address book or even check and listen to your voicemail online.

OBJECTION HANDLING #2

How much is service worth to you?  EarthLink has been rated highest in customer satisfaction by J.D. Powers and Associates for three years running.  Bundling your Internet access and your home phone service actually saves you money, and will now save you time because you only have to pay one bill.

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The modem which you currently use is technically different from the modem which we will be sending you. This modem is compatible with the services and that is why it is imperative to send you the new modem.