DAVATEL guide to building sales arguments
How to prepare fibre and mobile sales arguments: customer questions, comparison of terms, examples and responses to objections for distributors.
A useful sales argument connects a specific need with a verifiable offer condition. Before discussing discounts, identify what the customer wants to improve and their current terms.
Start with five questions
- Which services do they use: fibre, mobile, landline or TV?
- How many people and lines share the connection?
- Which problem do they want to solve: cost, coverage, data or management?
- What is the current price, and when does any promotion end?
- Do they have a minimum contract term, equipment still to return or services they need to keep?
Note the answers and confirm coverage at the installation address. Check the current terms in the portal before preparing the proposal.
Build the proposal in four steps
Summarise the customer's request in their own words: “You want to bring fibre and two lines together in one proposal”.
State what the offer includes: lines, data, speed, services and price. Distinguish the promotional period from the period that follows.
Explain how the offer fits their usage. Do not promise savings, coverage or performance you have not verified.
Provide a summary of the terms and ask whether they would like to proceed with verification and sign-up.
Example conversation
Customer: “I pay for services I hardly use”.
Distributor: “Let's review what you use and how much you currently pay. Then I will compare options with those services and show you the promotional price, the price afterwards and the minimum contract terms. That way, you can decide with the facts in front of you”.
This example is a sales script, not an offer or a promise of savings. Replace each detail with the current information for the selected plan.
Respond to objections without pressure
- “I don't want to lose service”: explain the procedure available with that operator, confirm the steps and avoid guaranteeing unconfirmed timeframes.
- “I need to think about it”: provide the summary and, if the customer wishes, agree when to resume the conversation.
- “Another offer is cheaper”: compare equivalent services, promotion duration and terms before responding.
Check before processing
Check the account holder, address, lines to be ported, included services, price for each period, minimum contract term and any applicable costs. Answer questions and confirm that the customer understands the proposal before continuing.
Frequently asked questions
How should I respond to “price is all that matters to me”?
Compare the cost of the services the customer needs, the price after the promotion and any applicable additional charges. Present savings only when you can calculate them using verified terms.
What if a customer asks for coverage I have not checked?
Take the installation address and check availability before recommending or processing the offer. A preliminary enquiry does not replace the operator's confirmation.
Should I always offer the plan with the most data or the highest speed?
No. Start with the customer's actual usage and explain what each option offers. Avoid adding services they do not need to justify a higher price.