TRAINING

Transcription

TRAINING

TR
AI
NI
FALL EDITION - EFFECTIVE: 8.11.2011
FOR TRAINING USE ONLY
Mickey Mouse Clubhouse
Imagination Movers
Handy Manny
Fish Hooks
Shake It Up
Wizards of Waverly Place
Good Luck Charlie
Special Agent Oso
NG
SUMMER EDITION - EFFECTIVE: 5.18.2011
A Comprehensive Guide
to DISH Network with
Industry-Tested Sales
Techniques
FOR TRAINING USE ONLY
FREE SLING ADAPTER TERMS 1.) Purchase a Sling Adapter. 2.) Opt-in for the DISH Network E-Newsletter and create an online DISH Network account. 3.) Install and activate a ViP 722 or 722k receiver and Sling Adapter. 4.) Connect the receiver to broadband Internet. 5.) Through your online DISH Network account, submit for
redemption no later than 75 days from Sling Adapter activation. 6.) Your account must be active. 7.) You will not be eligible for the prepaid card if you fail to submit by day 75. 8.) Allow 4 – 6 weeks for delivery.
DIGITAL HOME ADVANTAGE TERMS AND CONDITIONS Everyday price guarantee valid only on the following packages: DishFAMILY, America’s Top 120, America’s Top 120 Plus, America’s Top 200, America’s Top 250, DISH America, DISH America Silver, DISH America Gold.
CREDIT FOR 12 MONTHS Requires 24-month Agreement. When you subscribe to qualifying programming you will receive a credit for each of the first 12 months as follows: $25 per month with America’s Top 250, America’s “Everything” Pak; $20 per month with America’s Top 200; $18 per month with DishLATINO Max; $15 per
month with America’s Top 120, America’s Top 120 Plus, DishLATINO Dos; $13 per month with DishLATINO Clásico; $10 per month with DishLATINO Plus, DISH America, DISH America Silver, DISH America Gold;$5 per month with DishFAMILY. You must maintain qualifying programming to receive all credits. You will forfeit credit in
the case of a downgrade from qualifying programming or service disconnection prior to 12 months of credits. Maximum number of months with credits is 12. After 12 months, then-current price for package will apply.
FREE HD FOR LIFE Requires 24-month Agreement with qualifying programming and continuous enrollment in AutoPay with Paperless Billing. $10/mo HD add-on fee waived for life of current account, limited to channels associated with selected programming package. Programming packages eligible for free HD include America’s
Top 120, America’s Top 120 Plus, America’s Top 200, America’s Top 250, DishLATINO Dos and DishLATINO Max. You may forfeit free HD in the case of service disconnection.
FOUR PREMIUM MOVIE PACKAGES FOR 3 MONTHS Offer available through 9/30/11. You will receive a credit equal to the monthly cost of HBO, Cinemax, Starz, and Showtime for each of the first 3 months. You will forfeit credit if you elect to downgrade one or more movie package prior to 3 months of credits. After 3 months,
you will be billed at then-current monthly price unless you elect to downgrade. If you downgrade within 30 days of end of 3-month period there will not be a Change of Service Fee.
DISH PLATINUM PACKAGE FOR 3 MONTHS Requires qualifying HD package and continuous enrollment in AutoPay with Paperless Billing. You will receive DISH Platinum at no cost to you for each of the first 3 months. You must call to continue subscription at the end of three months.
MULTI-SPORT PACK OFFER With qualifying programming you will receive Multi-Sport Pack programming through 1/04/12. Qualifying programming packages include America’s Top 120 Plus, America’s Top 200, America’s Top 250, DishLATINO Dos; DishLATINO Max, DISH America Silver, and DISH America Gold. You will forfeit
programming if you do not maintain a qualifying programming package. You must call to continue subscription at the end of promotional period.
BLOCKBUSTER FOR 3 MONTHS Offer valid for BLOCKBUSTER By Mail “1 Disc” plan; requires activation of new qualifying DISH Network service between 8/11/11 and 1/31/12 and an online DISH Network account. BLOCKBUSTER By Mail account will require valid email address, Internet connection, and valid form of payment.
You must redeem offer within 45 days following DISH Network service order. At end of 3 months you will be charged then-current price unless you cancel BLOCKBUSTER By Mail service. You can exchange online rentals for in-store movie rentals. Exchanges are valid only at participating BLOCKBUSTER stores. Existing BLOCKBUSTER By Mail customers are not eligible. This offer is not available in Puerto Rico or the US Virgin Islands.
DIGITAL HOME ADVANTAGE ALL EQUIPMENT REMAINS THE PROPERTY OF DISH NETWORK AT ALL TIMES AND MUST BE RETURNED TO DISH NETWORK WITHIN THIRTY DAYS OF ACCOUNT DEACTIVATION OR CUSTOMER MUST PAY AN UNRETURNED EQUIPMENT FEE RANGING FROM $100 TO $400 PER RECEIVER. Offer
requires a $99 Activation Fee. The $99 Activation Fee will be waived if you choose a 24-month agreement. If qualifying service is terminated prior to end of 24 months, a cancellation fee equal to the lesser of $420 or $17.50 per month for each cancelled month of service will apply. You will be required to pay a lease upgrade
for select receivers, based on model and number of receivers. The lease upgrade fees are not deposits and are non-refundable. Offer requires qualifying programming purchase. You must provide your Social Security Number and a valid major credit card. Participation is subject to credit approval. You will be charged a monthly
equipment rental fee for each receiver beyond the first, based on model of receiver. Participating retailers may require additional terms and conditions. The first month of DISH Network service must be paid at time of activation. Digital Home Advantage offer is available from DISH Network and participating retailers for new and
qualified former DISH Network residential customers (only 1 per household) in the continental United States through 1/31/12. All prices, packages and programming subject to change without notice. Number of channels may decline. Local and state sales taxes may apply. Where applicable, monthly equipment rental fees and
programming are taxed separately. Activation Fee is completely non-refundable once the system is activated. The Digital Home Advantage includes a satellite TV system with an eligible configuration of up to 6 tuners, Standard Professional Installation and choice of qualifying programming. For this offer, Standard Professional
Installation includes typical installation of one single-dish antenna configuration, typical hook-up of up to 6 tuners to up to 6 TVs and equipment testing. More complex installations may require additional fees; other installation restrictions apply. Prices valid at time of activation only; additional fees will apply to upgrade after installation. No more than 6 leased tuners per account are permitted. No more than 3 leased receivers per account are permitted. Any unreturned equipment fees will automatically be charged to your DISH Network account or credit or debit card provided to DISH Network. DISH Network shall determine eligibility for this offer in its
sole and absolute discretion. Programming and other services provided are subject to the terms and conditions of the promotional agreement and Residential Customer Agreement, available at www.dishnetwork.com or upon request. See complete warranty information at www.dishnetwork.com for full terms and conditions. Regional
Sports Networks, Big Ten Network, FOX Sports Networks, ESPN, ESPN2, and TBS programming subject to change and blackout restrictions, and is licensed separately for residential and commercial use. See the DISH Network Digital Home Advantage Customer Agreement for complete details. All service marks and trademarks
belong to their respective owners. ©2011, DISH Network L.L.C. All rights reserved.
HBO®, Cinemax® and related channels and service marks are the property of Home Box Office, Inc. SHOWTIME and related marks are registered trademarks of Showtime Networks Inc., a CBS Company. STARZ and related channels and service marks are property of Starz Entertainment, LLC. BLOCKBUSTER name, design and
related marks are trademarks of Blockbuster L.L.C. © 2011 Blockbuster L.L.C. ESPN GamePlan, NHL Center Ice, NBA League Pass and ESPN Full Court automatically continue at a special renewal rate each year provided DISH Network carries this service, unless you call to cancel prior to the start of the season. ESPN GamePlan,
NHL Center Ice, NBA League Pass, ESPN Full Court and MLS Direct Kick are non-refundable, non-pro-ratable and non-transferable once the season begins. Games subject to local blackout. NHL, the NHL Shield and Center Ice name and logo are registered trademarks and The Game Lives Where You Do is a trademark of the
National Hockey League. NHL and NHL team marks are the property of the NHL and its teams. © NHL 2011. All Rights Reserved. NBA, the NBA logo and team identifications are the exclusive property of NBA Properties, Inc. All Rights Reserved. © 2011 MLS™ All rights reserved. © 2010 NFL Enterprises LLC. All NFL-related
trademarks are trademarks of the National Football League. Sling is a registered trademark of Sling Media, Inc. iPhone, iPad and iPod touch are registered trademarks of Apple Inc. BlackBerry is a registered trademark of Research In Motion Limited. Android is a trademark of Google Inc. ARTHUR © 2011 Warner Bros, Entertainment Inc. All Rights Reserved. LIMITLESS © 2011 Dark Fields Productions, LLC All Rights Reserved. SOURCE CODE © 2011 Vendome International, LLC. All Rights Reserved. Artwork & Supplementary Materials © 2011 Summit Entertainment, LLC. All Rights Reserved. SOUL SURFER © 2010 ENTICING ENTERTAINMENT LLC.
ALL RIGHTS RESERVED. SOMETHING BORROWED © 2011 Alcon Film Fund, LLC. TAKE ME HOME TONIGHT © 2011 Relativity Jackson, LLC and Internationale Film produktion Blackbird Dritte GmbH & Co. KG. All Rights Reserved. THE MUSIC NEVER STOPPED © 2011 Mr. Tamourine Man, LLC. All rights reserved. THE EAGLE
© 2010 Focus Features, LLC. All Rights Reserved. TRUE GRIT © 2011 PARAMOUNT PICTURES. All rights reserved. GNOMEO AND JULIET © Touchstone Pictures. All Rights Reserved. MORNING GLORY © 2010 Paramount Pictures. All Rights Reserved. THE TWILIGHT SAGA: ECLIPSE © 2010 Summit Entertainment, LLC. All
Rights Reserved. YOUR HIGHNESS ©2010 Universal Studios. All Rights Reserved. Animated Universal Studios Logo (c) 1997 Universal Studios.
Table Of Contents
Selling DISH Network.............................................................................................................................. 4
Standard and HD Programming ............................................................................ 6
Additional Programming .......................................................................................................................... 8
Latino Programming ..............................................................................................10
International Programming ....................................................................................12
Products ................................................................................................................................................... 14
TV EverywhereTM ....................................................................................................16
Plans & Offers ......................................................................................................................................... 20
Installation ................................................................................................................ 22
Customer Satisfaction...........................................................................................24
4
Selling DISH Network
Discovery Questions
Programming Questions
1
• What do you like to watch?
• What are your must-have channels?
• Who else watches TV in your home?
• What do they like to watch?
2
3
DVR Questions
• Would you like the ability to record your favorite shows?
• Would you like the ability to pause, rewind, and record live TV?
Additional Receiver Questions
• How many TVs do you have in your home?
• Which TVs would you like to have DVR functionality?
• Which TVs are High Definition?
S E L L I N G D I S H N ET WO R K
Offer
1
Recommend . . .
Make your programming, DVR, and Additional Receiver set-up recommendations
“Based on what you told me, I recommmend America’s Top 250 with HD Free For Life
and our award-winning HD DVR that delivers programming to two TVs.”
2
Because you said . . .
3
Check . . .
State why you made the recommendation
“Because you said you have two TVs with one being HD, and you want DVR functionality
on both, our HD DuoDVR will deliver programming to both. America’s Top 250 has both
Lifetime for your wife and the Military Channel you said you couldn’t live without.”
Ask the customer if the package you
recommended meets their needs
“Does America’s Top 250 and our
award-winning HD DVR for both of
your televisions sound like a good fit?”
Close
Calculate a package price and ask for the
customer’s business. The Customer
Estimate Sheet is a helpful tool that can
help you build a tailored package for your
customer and calculate a price.
Throughout this Sales Guide, you will find
more detailed sales tools such as key
benefits, competitive analysis, common
objections, industry-tested sales tips,
and more.
This form and the entire
Sales Guide can be found on DISH Portal.
5
6
Standard & HD Programming
SAVE
C-SPAN2
Daystar
DishHOME
DIY
Documentary Channel
Food Network H
FOX News Channel H
Great American Country (GAC)
Hallmark Movie Channel H
Hallmark Channel
HLN
HSN
Inspiration Network
Investigation Discovery
$
Everyday Price $24.99/mo
Kid Tunes
Kids & Teens Television
Nickelodeon/Nick at Nite (E) H
Nickelodeon/Nick at Nite (W)
Nicktoons Network
Outdoor Channel
QVC
Alma Vision Hispanic Network1
America Live
Angel One
Angel Two
BYUTV
C-SPAN
C-SPAN2
Cartoon Network (E) HD H
CCTV-9
CCTV-E
CMT HD
CNBC HD
CNN HD H
Comedy Central HD H
Discovery Channel HD H
DishHOME Interactive TV
ESPN HD H
ESPN2 HD H
Food Network HD H
HD Theater HD only
HDNet HD only
HGTV HD H
History HD H
CNBC HD
CNN HD H
Collectables & Treasures
CoLours TV
Comedy Central HD H
Daystar
Discovery Channel HD H
DISH Earth
DISH Network FYI
DISH Shopping
DishHOME Interactive TV
Disney Channel (E) H
Disney Channel (W)
Documentary Channel
E! Entertainment Television HD H
ESPN HD H
ESPN2 HD H
ESPNEWS
ESPNU
Eternal Word Television Network SAP
Food Network HD H
FOX News Channel HD H
Free Speech TV
FX SAP HD H
Gems & Jewelry TV
HDNet HD only
Health & Human Services1
HGTV HD H
History HD H
HITN
HLN HD
HorseRacing TV
HSN
HSN2
Impact Network
In Country Television
Inspiration Network
ION
Jewelry Television
KBS World2
Kids & Teens Television
Lifetime HD H
LinkTV
Live Shopping
Mercury
MTV HD
MTV2
NASA
Nickelodeon/Nick at Nite (E) HD
H Nickelodeon/Nick at Nite (W)
Pentagon Channel1
QVC
ReelzChannel
SCENE
SHOP
ShopNBC
Spike TV HD
TNT HD H
Travel Channel HD
Plus More
SAVE
12-MONTH SPECIAL
$
15/mo
$
29.99/mo
SRi
SRN
Syfy HD H
TBN
TBSSAP HD H
TLC HD H
TNT SAPHD H
Travel Channel HD
TV Games Network
TV Guide Network
TV Land H
University of California TV
USA HD H
VH1 HD
V-ME
Weather Channel HD H
DishCD Music Channels
SAVE
12-MONTH SPECIAL
$
34.99/mo
12-MONTH SPECIAL $
$
Includes all of America’s Top 120 and channels below
G4 HD
Galavisión HD
Golf Channel HD
GSN
Hallmark Channel HD
IFC
Investigation Discovery HD
Lifetime Movie Network HD H
msnbc HD
NBA TV HD
NFL Network HD
NHL Network HD
Nick Jr.
Oprah Winfrey Network HD
Ovation
Oxygen
RFD-TV HD
Sí TV
SOAPnet
SPEED HD
TeenNick
TeleFutura (E)4
TeleFutura (W)4 HD
truTV HD
Turner Classic Movies HD
39.99/mo
Univision (E) HD H
Univision (W)
WE: Women’s Entertainment
WGN America HD
Regional Sports Network(s)
SiriusXM Music Channels
$
Includes all of America’s Top 200 and channels below
America’s “Everything” Pak
Includes all of America’s Top 250 and 4 Premium Movie packages
Includes all of America’s Top 250 and 4 Premium Movie packages
20/mo
SAVE
25/mo
44.99/mo
America’s Top 250
Great American Country (GAC)
Hallmark Movie Channel HD
History International HD
Military Channel
MoviePlex
mun2
Nat Geo WILD HD
National Geographic Channel HD
Nicktoons Network
SAVE
12-MONTH SPECIAL $
Encore Drama
Encore Love
Encore Mystery
Encore Wam
Encore Westerns
Fox Business Network HD
Fox Movie Channel
Fox Soccer Channel HD
FUEL TV
15/mo
$
America’s Top 200
HD – indicates channels also broadcast in high definition |
24.99/mo
USA HD H
Weather Channel HD H
Syfy HD H
TBS HD H
10/mo
$
Palladia HD only
QVC
Spike TV HD
Regional Sports Networks, Fox Soccer Channel and FUEL TV
Bio HD
Bloomberg Television
Boomerang SAP
Chiller
Cooking Channel HD
DIY HD
Encore (E) HD only
Encore (W) SAP
Encore Action
$
TLC HD
Lifetime HD H
America’s Top 120 Plus Includes all of America’s Top 120 and your
AMC HD H
Animal Planet HD
BBC America HD
BET HD
Big Ten Network3 HD
Bravo HD
CBS Sports Network HD
Current TV
Disney XD SAP
12-MONTH SPECIAL
HSN
In Country Television
America’s Top 120 Over 120 favorite channels including HD channels
Plus: Shop, learn and explore with additional specialty channels.
3ABN1
A&E HD H
ABC Family H
Alma Vision Hispanic Network1
America Live
Angel One
Angel Two
BabyFirstTV
BYUTV
C-SPAN
C-SPAN2
Cartoon Network (E) SAP HD H
Cartoon Network (W)
CCTV-9
CCTV-E
Christian Television Network
Church Channel
Classic Arts Showcase1
CMT HD
RFD-TV
Science
TBN
The Hub
TV Land H
Weather Channel H
SAVE
DISH America Over 60 essential channels including HD channels
A&E HD H
5/mo
19.99/mo
DISH Family Over 50 essential channels
Animal Planet H
BabyFirstTV
Bio
Bloomberg Television
BoomerangSAP
CBS Sports Network
Cooking Channel H
C-SPAN
$
12-MONTH SPECIAL
Outdoor Channel
Planet Green HD
Science Channel HD
Sleuth
Sportsman Channel HD
Style HD
Tennis Channel HD
The Hub
The Movie Channel (W) SAP
The Movie Channel Xtra (W)
The 3 from EPIX SAP
Veria
Versus HD
VH1 Classic
SAP
DISH Music Channels
12-MONTH SPECIAL $
SAVE
25/mo
79.99/mo
$
H Most popular channels in America
Local channels in HD subject to availability. To find out if you are eligible, ask your Authorized DISH Network Retailer. You must have an HD television to view channels in high definition. Regional Sports Networks are available based on geographical location.
SAP = Free Spanish audio feed. 1 = Requires purchase of additional dish antenna. 2 = Available at no cost to all DISH Network customers. Additional fees may apply for existing DISH Network customers to upgrade their dish antenna. 3 = Available in: Ohio,
Michigan, Iowa, Wisconsin, Minnesota, Illinois and sections of Pennsylvania and Indiana. 4 = TeleFutura East is available to subscribers in the Eastern and Central time zones. TeleFutura West is available to subscribers in the Mountain and Pacific time zones.
TeleFutura West in HD is available to all time zones.
STAN DAR D & H D P R O G RAM M I N G
Key Benefits
• DISH America: Back to basics and value with over 60 favorites for one low price.
• DISH Family: Over 50 essential channels perfect for families.
• America’s Top 120: Double the entertainment with 120 of America’s most-watched
channels for a great value.
• America’s Top 120 Plus: The perfect combination of sports and value with over 120 musthave channels plus your Regional Sports Network(s), Fox Soccer Channel and FUEL TV.
• America’s Top 200: Get in the game and stay there with a wide range of sports,
movies, and more in this 220+ channel package.
• America’s Top 250: More than 260 channels including 18 movie channels makes this
your top pick for flicks.
• America’s “Everything” Pak: Want even more movies? Get over 260 channels plus
HBO, Showtime, Starz, and Cinemax for $104.99/mo.
Discovery Questions
• What are the must-have channels in your household?
• Do you have an HD television or plan on buying one?
• Who else is watching television in your home? Children? Spouse? Roommate?
What do they like to watch?
• What do you currently pay for television service?
Overcoming Objections
• “Is my package price just going to go up in 6 months like with my cable company?”
No. With DISH Network, your regular monthly price is protected until January 31st of 2013*.
* Note that the everyday price of DISH Family, AT 120, AT 120 Plus, AT 200, AT 250, DISH America, DISH America
Silver, and DISH America Gold will be price protected through 1/31/2013. Price protection does not apply to the
promotional offer price. America’s “Everything” Pak and DishLATINO packages are not price protected.
Competition Crushers
• Are your customers tired of cable companies’ rate hikes? DISH Network offers six
packages for under $50 and price protection until January 31st 2013*.
*Six packages for under $50 prices are valid for the first 12 months. Requires a 24-month agreement. The 6 packages
are DISH Family, DISH America, America’s Top 120, America’s Top 120 Plus, America’s Top 200, and America’s Top 250.
Sales Tips
Customers who sign up for an America’s Top package under DHA24 can enjoy all of
the following benefits:
• Save $15, $20, or $25 per month for 12 months
• Price protection until 2013 on the regular price of America’s Top programming
— excludes AEP
• HD Free for Life (with AutoPay and Paperless Billing)
• HBO, Cinemax, Showtime, and Starz: Free for 3 Months
• DISH Platinum at no cost for 3 Months (with AutoPay and Paperless Billing)
• BLOCKBUSTER Free for 3 Months
7
8
Additional Programming
Get all four premium packages HBO, Cinemax, Showtime and Starz – Free for 3 Months (a $126 value)
THE HBO® PACKAGE
EAST & WEST
THE CINEMAX® PACKAGE
EAST & WEST
THE SHOWTIME® PACKAGE
EAST & WEST
EAST & WEST
EAST & WEST
THE STARZ® PACKAGE
EAST
FREE
FREE
for 3 months
(reg. $16/mo)
for 3 months
(reg. $13/mo)
8 SD | 8 HD CHANNELS
FREE
$13/mo
for 3 months
(reg. $13/mo)
Order More Packages and Save More Money!
Any 2 Packages – $24/mo
DISH Platinum
Any 3 Packages – $33/mo
No cost to you for 3 months
with HD packages
All 4 Packages – $42/mo
Sports Packages
GET HOLLYWOOD ON DEMAND
For only $10 a month
Enjoy unlimited access to thousands of On Demand movies
and over 20 HD channels of entertainment and shows plus
Hollywood blockbusters, family favorites, timeless classics
and more are yours to enjoy anytime, as often as you like.
ESPN GAMEPLAN .....................................Available in September
NHL® CENTER ICE®.........................................Available in October
NBA LEAGUE PASS ........................................Available in October
ESPN FULLCOURT ...................................... Available in November
MLS DIRECT KICK .........................................Regular Season $79
PAY-PER-VIEW EVENTS ..........................................................Varies
IPL CRICKET ....................................................................................... $ 89
FOX SOCCER PLUS ................................................................ $15/mo
OUTDOOR SPORTS PACKAGE ...........................................$ 3/mo
MULTI-SPORT PACK
Over 25 Sports Networks ................................... Included through 1/4/12
Requires subscription to America’s Top 120 Plus or higher programming.
Requires compatible receiver and qualifying HD programming.
Must have broadband Internet connection to access all features.
CLOUDY WITH A CHANCE OF MEATBALLS ©2009 Sony Pictures Animation Inc. All Rights Reserved.
reg $7/mo
Ask your local DISH Network Authorized Retailer for current pricing.
Prices and Packages subject to change without notice.
DISH CINEMA
Additional Packages and Stations
DISH CINEMA has the latest Hollywood hits!
SD Movies: $4.99 each
HD Movies: $5.99 each or $6.99 each
Encore Movie Pack ................................................... $ 5/mo
EPIX Package (requires HD) ........................................... $7/mo
Super Stations (KTLA, KWGN, WSBK, WWOR) .................... $7/mo
Baby TV .................................................................. $ 5/mo
Availability depends on receiver model.
Ask about other a la carte packages and channels.
Watch now on demand or select your start time.
AD D IT I O NAL P R O G RAM M I N G
Key Benefits
• HBO offers something for everyone! America’s #1 Premium channel, HBO delivers 8
standard definition and 8 high-definition channels with original programming such as
True Blood, Curb Your Enthusiasm, and Game of Thrones.
• Cinemax. With 5 standard definition and 4 high-definition channels spanning genres
from slasher films to chick flicks, Cinemax has you covered with the best Hollywood
hits, top box office releases, and movie favorites.
• Starz delivers the hit Hollywood movies you can’t find anywhere else, with 8 standard
definition and 6 high-definition channels, plus new original series such as Spartacus,
Camelot, and Torchwood.
• Showtime has it all – 9 standard definition and 5 high-definition channels with top
Hollywood hits and award-winning originals such as The Big C, Weeds, and
Dexter.
• Every night is movie night with DISH Platinum. You’ll enjoy unlimited access to
thousands of movies for just $10/mo. Hollywood blockbusters, family favorites, timeless
classics, and more are yours to enjoy any time - and as many times - as you want. The
more you watch, the more you save!
Discovery Questions
• Do you like movies?
• You mentioned you are a football fan, who is your favorite team?
DISH Platinum beats the competition:
• DISH Platinum offers 3X more movies than DIRECTV’s Cinema Plus.
• DIRECTV advertises thousands of titles, but they don’t tell you that access to all of
them will cost you almost $100/month.
• With DISH Network, you can add the full array of DISH Platinum movies to any qualifying
HD package for only $10/month. What’s more, DISH Network is offering DISH Platinum
at no cost for the first 3 months.
• “Does DISH Network offer NFL Sunday Ticket?”
DISH Network has a huge selection of sports: from the local teams you love to national
football, baseball, hockey, and basketball, as well as international soccer and cricket.
What we don’t carry is the NFL Sunday Ticket with out-of-market football games. We
don’t and we won’t. NFL Sunday Ticket costs DIRECTV 1 billion dollars a year. Maybe
that’s why DIRECTV customers spent an average of 18% more per month than DISH
Network customers in 2010. NFL Sunday Ticket is great for those people who are will
ing to pay over $300 extra a season to see out-of-market games every week. For people
who want the most for their money – there’s DISH Network.
And remember DISH Network offers NFL RedZone – it’s the best part of every Sunday
afternoon game with no blackouts, no commercials!
9
10
Latino Programming
Promotional Price*
Tr3s: MTV, Música y Más
FX
Promotional Price*
Promotional Price*
Promotional Price*
FX
* Credit applied for first 12 months.
L AT I N O P R O G RAM M I N G
Key Benefits
• Latino programming packages start as low as $19.99.
• HD FREE FOR LIFE with DishLATINO Dos and Max packages.
Discovery Questions
• Are you interested in watching TV in both Spanish and English?
• Would you like to watch programming specific to a particular country?
Customer Communication
• Watch the most popular soccer/fútbol channels! We offer ESPN Deportes, Fox
Deportes, Univisión, and Telemundo.
• Watch your favorite telenovelas (soap operas) on Pasiones, Univisión, and TeleFutura.
• Assist in your child’s language development with children’s programming.
• We have channels showing programming from the following countries: Argentina,
Bolivia, Chile, Colombia, Dominican Republic, Ecuador, Mexico, Peru, Spain, Uruguay,
and Venezuela.
• “You don’t have GolTV.”
The most desirable programming on GolTV is La Liga Española. La Liga EspañolaSpanish soccer league is now available on ESPN Deportes and Centroamérica TV.
Sales Tips
• Customers with DishLATINO Clásico save $13/mo. for 12 months.
Customers with DishLATINO Dos save $15/mo. for 12 months.
Customers with DishLATINO Max save $18/mo. for 12 months.
*Requires 24-month agreement.
• Customers can receive their bill in Spanish.
• All DishLATINO information is now available in English on
www.dishnetwork.com/packages/spanishprogramming.
• All DishLATINO information can be found in Spanish on www.dishlatino.com.
• Offering at least DishLATINO Dos gives customers a more robust package that is
eligible for HD Free for Life, a $10 per month savings!
• The Playboy TV en Español channel is FREE with every Latino package. DIRECTV
does not offer Playboy TV en Español and charges $15.99 per month for Playboy.
11
12
International Programming
Choose From Over 200 Channels in 28 Languages!
DISH Network offers more International television channels than any other pay-TV provider
International programming customers typically know what they want. Show them the line up and let them choose.
Buy-Through Packages
Greek
Greek Elite Pack ..............................................................................$24.99
ANTENNA Package .....................................................................$24.99
ANTENNA SATELLITE ..............................................................$14.99
ERT World .............................................................................................$14.99
Customers must subscribe to one of these Basic
Packages to qualify for International packages.
International Basic....................................................................$10.00
Chinese Basic..............................................................................$10.00
Customers subscribing to any America’s Top or DishLATINO
programming package are not required to purchase a buythrough package.
Arabic
*
*
*
*
Gujarati
** TV9 Gujarat ..........................................................................................$49.99
Hindi
Hindi Mega Pack .............................................................................$49.99
Hindi Super Pack.............................................................................$39.99
Hindi Elite Pack ................................................................................$34.99
Hindi Movie Pack .............................................................................$19.99
Hindi Pick Two ...................................................................................$24.99
Arabic Elite Super Pack .................................................................... $39.99
Arabic Elite Pack .................................................................................... $34.99
Arabic Enhanced Pack ...................................................................... $29.99
Arabic Music Pack..................................................................................$10.00
Aghapy TV .......................................................................................................$5.00
Iqraa.......................................................................................................................$5.00
Noursat ...............................................................................................................$5.00
(aapka Colors, Imagine Dil Se, SAB TV, Sahara One, Sony,
STAR India One, TV Asia, Zee TV)
Bangla
Bangla Mega Pack................................................................................ $29.99
NTV Bangla................................................................................................. $19.99
Bengali
Prabasi Pack .............................................................................................. $19.99
Brazilian
Brazil Elite..................................................................................................... $34.99
Brazil Clube ................................................................................................. $29.99
Brazil Mais .................................................................................................... $29.99
TV GLOBO .................................................................................................. $19.99
Chinese
Great Wall TV Package ..................................................................... $22.99
Chinese Elite Pack ................................................................................ $19.99
Filipino
Pinoy Mega Pack ................................................................................... $24.99
GMA Pinoy Pack .................................................................................... $19.99
French
French Bouquet ....................................................................................... $19.99
TV5 MONDE .................................................................................................$9.99
German
German Language Plus Package......................................$29.99
*
*
*
*
*
*
STAR India Plus and ZEE TV ................................................$24.99
Cricket ......................................................................................................$20.00
Hindi Aastha Pack ..........................................................................$19.99
Neo Cricket ..........................................................................................$15.00
News Package...................................................................................$10.00
TV9 Gujarat ..........................................................................................$10.00
B4U Music ............................................................................................... $5.00
TV9 Telugu ............................................................................................$10.00
Spiritual Pack ......................................................................................$10.00
Masti Pack................................................................................................ $5.00
I NT E R NAT I O NAL P R O G RAM M I N G
Israeli
Israeli Select Package .................................................................$34.99
The Israeli Network ........................................................................$19.99
Italian
Panorama Italiano ...........................................................................$19.99
RAITALIA ................................................................................................... $9.99
Japanese
TV Japan ................................................................................................$24.99
Punjabi
**
Russian
Russian Mega Pack.......................................................................$24.99
NTV America .......................................................................................$19.99
Taiwanese
Taiwanese Mega Pack ................................................................$29.99
Taiwanese Elite Pack....................................................................$19.99
Kannada
Kannada Mega Pack ....................................................................$19.99
Korean
Tamil
Tamil Mega Pack ..............................................................................$29.99
Kalaingar Pack...................................................................................$19.99
KTV .............................................................................................................$19.99
Jaya Pack...............................................................................................$19.99
Tiger Pack..............................................................................................$19.99
Malayalam
Malayalam Mega Pack ................................................................$29.99
Surya TV .................................................................................................$19.99
Nepali
Kantipur TV...........................................................................................$19.99
Pan-African
Pan-African Bouquet ....................................................................$24.99
Polish
Polish Super Pack ...........................................................................$29.99
TVN Complete ...................................................................................$24.99
itvn................................................................................................................$19.99
Polsat 2....................................................................................................$19.99
Portuguese
Luso Package.....................................................................................$29.99
RTPi ............................................................................................................... $9.99
Punjabi Pack........................................................................................$24.99
Jus Punjabi ...........................................................................................$10.00
Telugu
**
**
Telugu Pack ..........................................................................................$29.99
Maa TV .....................................................................................................$10.00
TV9 Teluga ............................................................................................$10.00
Urdu
PAK Mega Pack ...............................................................................$34.99
GEO Pack ..............................................................................................$29.99
ARY Pack ...............................................................................................$29.99
GEO TV ...................................................................................................$19.99
QTV .............................................................................................................$10.00
Vietnamese
VBS .............................................................................................................$19.99
* Requires subscription to another International package
or channel.
** Requires subscription to Hindi International package.
Additional information can be found at
www.dishnetwork.com/international.
13
14
Products
Award-Winning Equipment
DISH Network builds unrivaled, award-winning equipment with the most innovative technology in the
industry. If your customer is a fan of HD, DVR, or a quality TV picture, DISH Network is a necessity for
their home. And now customers can set and delete programs on a DVR from their smartphone.
High-Definition DVRs
High-Definition Receivers
SD DuoDVRTM
SD Solo DVR
SD Receiver
HD DuoDVRTM
Receiver Family
HD Solo DVR
Receiver Family
HD Duo
Receiver Family
HD Solo
Receiver Family
DuoDVR
Receiver Family
Solo DVR
Receiver Family
Solo and Duo
Receiver Families
ViP® 622, ViP® 722,
ViP® 722k
ViP® 612
ViP® 222, ViP® 222k
ViP® 211, ViP® 211k
522, 625
512
311, 322
1 HDTV & 1 SDTV
1 HDTV
1 HDTV & 1 SDTV
1 HDTV
2 SDTVs
1 SDTV
1 or 2 SDTVs
320 GB Hard Drive (622)
320 GB
Hard Drive
120 GB
Hard Drive
Dolby® Digital
Dolby® Digital
Picture-In-Picture
Picture-In-Picture
Caller ID*
Caller ID*
Picture-In-Picture
in single mode
Caller ID*
Caller ID*
1080p VOD
1080p VOD
External Hard Drive
Compatible
(to store movies)
External Hard Drive
Compatible
(to store movies)
1 HDTV, 1 SDTV **
or 1 Mobile Device
Dolby® Digital
Picture-In-Picture
in single mode
High-Definition DVR
Dolby® Digital
in single mode
Caller ID*
Caller ID*
External Hard Drive
Compatible
(to add DVR
functionality)
WINNER
ViP® 922 SlingLoaded™ DVR
®
1 Terabyte (TB)
Hard Drive
Dolby® Digital
Picture-In-Picture
in single mode
Caller ID*
1080p VOD
External Hard Drive
Compatible
The ViP® 922 SlingLoaded™ DVR connects to one
high-definition TV and one standard-definition TV.
Plus, watch TV Everywhere™ with built-in Sling ®
technology – get your programming on a computer
or mobile device. Watch one show while recording
another or record up to two shows while watching a
pre-recorded show. Record more of what you love
with a 1 TB (Terabyte) hard drive — the largest
in the TV industry.
SlingLoaded is a trademark of Sling Media, Inc.
* Requires connection to a phone line and a subscription to Caller ID
** Receivers activated prior to 2/1/11 will provide functionality for 1 HDTV and
one mobile device. Customers will need to have those receivers updated to
connect a second SDTV.
in single mode
Caller ID*
P R O D U C TS
Key Benefits
• DISH Network customers can receive HD programming in three rooms for free,
while other TV providers charge for the second and third TVs.
• DISH Network offers the best Remote Access in the business – completely control
your DVR from your computer or smart phone – set programs to record or delete
content (some features require a broadband-connected ViP Series DVR).
Discovery Questions
• How many televisions do you have?
• How many of your televisions are high definition?
• Would you like the ability to record your favorite movies and shows?
• DVRs allow you to pause, rewind, and record live television so that you will never miss
your favorite show again. It’s like creating your own instant replay.
• DISH Network has an exclusive 30-second skip forward feature, which allows you
to watch commercial-free TV.
• DISH Remote Access allows you to control your DVR anytime and anywhere –
never miss a show – completely control your DVR from your smart phone or computer!
• With a DVR, watch what you want, when you want.
• “Does DISH Network offer ‘On Demand’?”
Yes, Video On Demand (VOD) offers over 5,000 free and pay selections. DISH
Network also has an award-winning DVR that allows you to build your own VOD library.
• DISH Network has the best HD DVR with the largest recording capacity in the
industry (Cnet Best of CES Home Video Award – ViP 922).
• DISH Network offers multi-room DVRs – allows you to record in one room and watch
in another.
• Picture-in-Picture is built into the receivers, so you can watch two shows at once!
• SlingLoadedTM – Watch your TV EverywhereTM on your PC and mobile device.
Sales Tips
• Be sure to ask your customers if they plan to add an HD television. You should always
“future-proof” your customers by installing MPEG-4 equipment whenever possible.
• DISH Network offers the ultimate control over what to watch and when to watch.
Parents can record the shows they want their children to view and block the shows
and/or channels meant for adults.
15
16
TV Everywhere™
PAY ONCE — TAKE YOUR TV EVERYWHERE
TV Everywhere means a customer who pays a monthly fee for television should be able to access that paid
content everywhere. If a DISH Network customer pays for America’s Top 120 and has a ViP® 922 SlingLoadedTM DVR or Sling® Adapter, they will be able to access their programming from a web-enabled
computer or mobile device. The following products deliver TV Everywhere to DISH Network customers.
ViP® 922 SlingLoaded DVR
Go Mobile
• Watch your favorite live and recorded
programs on your computer or mobile device
• Manage your DVR from your computer or
mobile device by scheduling recordings
and browsing/searching the Program Guide
DVR Features
• Record your favorite shows and watch them
whenever you want, plus pause and rewind live TV
• Record up to two shows at the same time or watch
one recorded show while recording two others
• 1 Terabyte hard drive – the largest in the TV industry
Powerful Search Capabilities
• Quickly search thousands of listings across the
Program Guide, DVR, and Video on Demand/PPV
• Search by program title, description, or actor for instant results
• View search results in an easy-to-read graphical layout
Graphical On-Screen Display
• Seamlessly navigate your Program Guide, DVR, and TV viewing options
• Quickly find your favorite channels using familiar network logos
• View poster art for movies and TV shows
Sling Adapter
Add Sling technology to your 722 or 722k
and enjoy your favorite shows on-the-go
using your computer or mobile device.
• Watch your favorite live and recorded programs
on your computer or mobile device
• Easy Setup
1. Plug in USB.
2. Press OK.
3. You’re set up in less than 30 seconds!
T V EVE RY WH E R E
Key Benefits
More and more people are buying multimedia devices such as mobile tablets and smartphones connecting to the Internet. DISH Network is the only Pay-TV provider with a full
mobile solution by offering:
• Live television from a computer or mobile device (Sling Technology)
• Remote access to DVR content
Only with DISH Network can you access live TV, on-demand movies, and your DVR
content from your computer, mobile device, and tablet PC.
Discovery Questions
• Are you away from your home frequently?
— Business traveler
— Frequent family trips
— On-the-go socialite
• Do you own an Internet-enabled mobile device? (iPhone®, iPad®, Android™, BlackBerry®, etc.)
• Do you currently watch any movies or shows online?
• Do you want to watch TV in the kitchen, bathroom, or other rooms around your house?
Explaining the ViP® 922 SlingLoadedTM DVR or Sling® Adapter:
“The ViP 922 SlingLoaded DVR is the only DVR that allows you to watch your live
content from any web enabled computer or mobile device. It’s like taking your Satellite
TV and DVR with you in your pocket.”
DISH Network is the only Pay-TV provider to offer 100% of a customer’s content on a
mobile device or computer.
Sales Tips
TV EverywhereTM is best explained using a live demo. It’s easy to unnecessarily make this
innovative technology sound complicated while it’s actually very simple. Demo the ViP
922 SlingLoaded DVR or Sling Adapter by showing them how it works on a mobile
device or laptop computer.
• Demo the easy login process to dishonline.com to access live content.
• Demo the ease of watching content from a mobile device.
• If the customer has an iPhone, iPad, Android, BlackBerry, or tablet PC have them search
for the DISH Remote Access App to show how easy it is to set up their phone.
17
18
TV Everywhere™
PAY ONCE — TAKE YOUR TV EVERYWHERE
DISH Online
Through DISH Online customers can:
• Watch their live TV and DVR recordings
• Instantly view thousands of movies, TV shows, clips, and
more from programmers such as Food Network, Discovery
Channel, MTV, EPIX, Starz and Encore, with more to come
All FREE with a paid DISH Network subscription
and a DishNetwork.com login and password
Subscription not required for select content
Customers can also:
• View web-exclusive content from providers like HuluTM
• Search by title, actor, network, or genre
• Access content with a recommended download
bandwidth of at least 1 Mbps
Logitech Revue with Google TV
• Access all web content on your TV with a full web
browser
• Playback almost any web video with Flash 10 support
• Watch TV and browse the Internet at the same time
with Picture-in-Picture
• Play videos and music, display photos, or check email
while watching TV
• The release of the Android MarketTM (2011) will bring
new enhancements to Google TV.
• Integrated search across TV, DVR,
DISH Cinema, and Internet with $4
monthly DVR Integration Fee.
• Bookmark your favorite channels
• Share what you watch with social
networking sites like Twitter® and
Facebook® on the Google Chrome
browser
• Video Chat with the Logitech Video
HD camera
T V EVE RY WH E R E
Discovery Questions
• Do you currently watch any movies or shows online?
• Do you like having your television content On Demand?
• Do you find yourself on your computer while also watching TV?
• Explaining Google TV TM with DISH Network:
“Google TV brings Internet to your living room through your DISH Network DVR. Google
TV allows you to surf the web with the Google Chrome browser. With a single search, you
can find content from your Program Guide, DVR, and the web. It’s like adding an easy-touse computer to your TV.”
• “I heard DISH Network doesn’t have On Demand like my cable company.”
Not only does DISH Network have a robust On Demand offering with over 5,000 movie
titles and TV shows, On Demand is also offered on the web through DISH Online
• “My cable company advertises that they have some programming content available online.”
Some DISH Network competitors offer a few channels online. DISH Network has the
ability to give you ALL of your TV content online. This includes Live TV streaming from
your ViP® Receiver, your DVR content, On Demand content from dozens of your favorite
channels along with thousands of Video On Demand movies using DISH Online
• Currently, only DISH Network customers can integrate Google TV’s search
functionality with their DVR and Program Guide.
• DISH Online is competitive with NetflixTM and HuluTM as it provides thousands of
movies and TV shows online. Some content is available free to non-DISH Network
customers as well.
Sales Tips
Selling the TV EverywhereTM concept is all about helping the customer see the experience.
Features and details are less important. Paint a picture of how the ViP® 922 SlingLoaded
DVR, Sling® Adapter, DISH Online, DISH Remote Access Apps and Google TV can be
used in the customer’s life.
• Ask discovery questions to customize an example of how they could use the
TV Everywhere experience.
• Demo the products to show the customer how easy it is to have TV Everywhere.
• DISH Network is the front-runner in mobile TV technology; position TV Everywhere to
show how DISH Network is the premier TV product of the future.
19
20
OFFE RS
Sling Adapter Rebate Offer
Key Benefits
• New DISH customers can get Sling for free!
• Sling means TV Everywhere -- your customers
can enjoy live TV, DVR recordings, and
DVR management from their laptop, tablet, or
smartphone.
“I don’t have a smartphone or a tablet; I don’t see how
a Sling Adapter will benefit me.”
TV Everywhere is not limited to smartphones and tablets. You can access live TV as well as manage and
watch DVR content from a laptop computer with an
Internet connection. Imagine yourself watching live TV
on your computer over lunch or while you are waiting for
your flight at the airport.
Terms and Conditions: Customers who purchase a Sling Adapter are
eligible to participate in a rebate in the form of a $99 pre-paid American
Express card. The offer can be redeemed for 75 days following new
account activation (the offer expires after day 75). Customer must log in to
dishnetwork.com> My Account> Get Sling Adapter Rebate to redeem
this offer. Only 1 Sling Adapter rebate per account. DISH Network will send
the customer an email notification with instructions on redeeming the offer.
Customers must have a ViP722 or ViP722k HD DuoDVR. Receiver must be
broadband-connected. Customer’s account must be active. Customers must
create a DISH online account (dishnetwork.com). Customer must purchase
the Sling Adapter by January 31, 2012. Customers must opt-in to receive
DISH E-Newsletters.
BLOCKBUSTER® Free For 3 Months
Key Benefits
• New and former DISH customers will
have 3 months of free access to over
100,000 movie, TV, and game titles
through BLOCKBUSTER® by mail.
• There are no due dates or late fees.
• Customers can enjoy the convenience
of ordering their favorite movies from
BLOCKBUSTER.com and returning
them by mail.
• Exchange DVDs in store.
• Includes Blu-ray™ DVDs.
• BLOCKBUSTER carries many new
releases 28 days before Netflix® and
redbox®.
“I already have Netflix. How is this different?”
BLOCKBUSTER carries over 100,000 movie, game, and
TV titles with some new releases available 28 days before
Netflix. BLOCKBUSTER customers also have the option
to exchange movies in-store.
onthsNetwork.
for 3 uM
H
p for DIS
when you
sign
Terms and Conditions: Offer is valid between 8/11/11 and 1/31/12.
Offer must be activated within 45 days of new DISH Network account
activation. Requires activation of new DISH Network service. Offer only
valid on BLOCKBUSTER by mail “1 Out” option. Requires a major credit
card. There are two options for redemption: retailers can activate the offer
within their order entry flow using the Redeem Blockbuster Offer link, or
customers can log into their online account at dishnetwork.com to activate
the offer. Customer must opt-out at the end of their 3 month trial or they will
be charged $11.99 per month through BLOCKBUSTER. This offer does not
include online On Demand content.
21
Plans & Offers
No Agreement?
DHA24
No Agreement
Credit/Debit Card Required
$99 Activation Fee
No Cancellation Fee
SSN or Tax ID Required
Free Installation (6 Tuners)
Features
• HD Free for Life
• Monthly Programming Credit for 12
Months.
• DISH Platinum Free for 3 Months
• HBO, Cinemax, Showtime and Starz
Free for 3 Months
• Protection Plan Free for 6 Months
• Free HD DVR (1 HDTV/1SDTV)
• HD on up to 3 TVs
• Receive Multi-Sport Pack through
1/4/12
Credit Challenged?
Flex24
Primary
Solo (311)
$0
$0
Duo (322)
$0
Solo DVR (512)
DuoDVR™ (522, 625)
HD Equipment
No Agreement
No Credit Card Required
No SSN or Tax ID Required
$99 Activation Fee
No Cancellation Fee
DHA
Flex24
Primary
$0
$0
$0
$0
$0
$0
$0
$0
HD Solo (211)
$0
HD Duo (222, 222k)
$0
HD Solo DVR (612)
$0
HD DuoDVR™
(622, 722, 722k)
Primary
Additional
Receiver Fee
$49
$149 MSRP
$7/month
$49
$49
$149 MSRP
$14/month
$0
$49
$49
$149 MSRP
$10/month
$0
$49
$49
$149 MSRP
$17/month
Primary
$0
$49
$0
$0
$0
$0
$0
$0
DHA
FlexTV
2nd OR 3rd
2nd OR 3rd
DHA24
Primary
Features
• HBO, Cinemax, Showtime and
Starz Free for 3 Months
1/4/12
FlexTV
2nd OR 3rd
2nd OR 3rd
SlingLoaded™ DVR*
(ViP® 922)
No SSN?
No Credit Card?
No Agreement?
No Credit Check?
DHA24
2nd OR 3rd
Features
• Monthly Programming Credit for
12 Months
• HBO, Cinemax, Showtime and Starz
Free for 3 Months
• Free SD DVR for 2 TVs
1/4/12
24-month Agreement
$99 Activation Fee
$17.50/mo Cancellation Fee
THE BENEFITS OF AUTOPAY WITH
PAPERLESS BILLING
AutoPay with Paperless Billing is a quick,
easy, and convenient way for a customer to
pay their bill. Here are 6 key benefits:
ª
Customer’s payments are always on time
ª
AutoPay with Paperless Billing eliminates the risk
of customers forgetting to pay their bill;
customers avoid late fees
ª
Customers can view their bill online whenever
they want
ª
AutoPay is ideal for busy customers and those
who travel frequently
ª
Customer can receive DISH Platinum for 3
months
ª
Customers can get HD Free for Life with AutoPay
with Paperless Billing*
* Requires 24-month Agreement
SD Equipment
Features
• HBO, Cinemax, Showtime and
Starz Free for 3 Months
• Free HD DVR (1 HDTV/1 SDTV)
1/4/12
DHA
24-month Agreement
No Activation Fee
$17.50/mo Cancellation Fee
Flex24
Primary
2nd OR 3rd
Primary
2nd OR 3rd
$0
$0
$0
$99
$149
$0
$0
$0
$149
$99
$0
$99
$199
$0
$99
$0
$99
$199
N/A
$199
N/A
FlexTV
Primary
2nd OR 3rd
Additional
Receiver Fee
$149 MSRP $149 MSRP
$7/month
$199
$199 MSRP $199 MSRP
$14/month
$449
$449 MSRP $449 MSRP
$10/month
$199
$449
$449 MSRP $449 MSRP
$17/month
$599
N/A
$599
$649 MSRP
$17/month
*Only one leased ViP 922 is allowed per account. Additional ViP 922 receivers are purchased at MSRP of $649. Check for availability.
Additional Services:
DVR Service Fee: $6/month or $10/month for accounts with a ViP 922 (Charged once per month per account with a DVR)
DVR Integration Fee: $4/month (Charged once per month per account with a Logitech Revue with Google TV)
Protection Plan: $6/month (Free for 6 months for new customers with DHA24, DHA, Flex24, and Flex)
22
Installation
What’s a DISH Network Standard
Professional Installation?
Materials Provided At No Charge:
• Up to 200 feet RG-6 cable
• Coaxial cable connectors
• Grounding equipment
• Weather sealant for connections and structure
Standard Professional Installation Includes:
• Site survey (at time of installation)
• Assembly of dish and mount
• This includes tripod, eave, and chimney mounts
if required to complete the install
• Grounding of system components
• System peaking for optimum performance
• Installation of up to 200 feet RG-6 cable
• Includes trenching and attic crawls if required
to complete the install
• One wall cable penetration
• Testing of equipment for proper operation
• Orientation to DISH Network programming
and equipment
Any custom installation work may require an
additional charge as determined by the installer.
Every installation includes a 60-day
installation warranty which covers work completed.
P R E PA R E C U S TO M E R S F O R A S U C C E S S F U L I N S TA L L AT I O N
q I nstallation Times
Installation appointments are
scheduled either 8 am – 12 noon
or 12 noon – 5 pm.*
q I nstallation Duration
Once started, installation can take
up to 4 hours.
q Paperwork
Obtain Landlord Permission
Form, if needed.
q Room
Clear a path and make sure TV
is away from wall.
q Account Holder Present
Make sure the Account Holder
is present for installation.
q Connect Your Receiver
Connect receiver to phone
line or Internet.
See: www.dishnetwork.com/CustomerService/installation/checklist/default.aspx
* 1 pm to 5 pm in California
I N STAL L AT I O N
Key Benefits
• Free Standard Professional Installation is included with every DISH Network system.
Additional fees may apply for non-standard installations.
Discovery Questions
• Do you have a clear line of site to the southern sky?
• Do you live in an apartment or single family dwelling?
• Do you own or rent your home?
• Is there anything unique about your home that you would add to the installer notes?
• DISH Network installs 7 days a week, 365 days a year.
• “I’ve heard that weather frequently interrupts satellite TV service.”
No one is more reliable than DISH Network. Normal weather patterns do not interrupt
satellite TV service. In fact, when your DISH Network service is installed, the signal is
optimized to reduce the chance of any weather outages. However, any pay-TV service,
including cable companies, can experience outages during severe weather.
Did you know that cable companies also use satellites to get their TV content and then
must pass this signal to you via underground cabling?
• “I don’t think my Homeowners Association allows me to have a satellite dish on
my property”
You may want to double check with your Homeowners Association (HOA) board. The
FCC prevents HOAs from restricting antenna installations unless it poses safety issues
or conflicts with historical preservation society restrictions.
Sales Tips
• Installation dates are a popular transition to closing. Try closing with the following:
“It seems we’ve identified the perfect package to meet your needs. Let’s check to see
when the next available installation date is in your area...”
23
24
Customer Satisfaction
Why DISH Network?
Customer satisfaction measures how well products and services meet and exceed a customer’s expectations. DISH Network emphasizes the relationship between Customer Satisfaction and Customer
Loyalty. In today’s marketplace where competition is fierce, customer satisfaction is critical in differentiating DISH Network from other pay-TV providers.
• Treat every customer like the first customer of the day.
• Demonstrate courteous service, knowledge, confidence, and efficiency.
• Be on the same page as your customers; ensure you understand their needs.
• Remember, to the customer, YOU are DISH Network.
C U STO M E R SAT I S FAC T I O N
Key Benefits
• Set Customer Expectations. When customers cancel service early, most cancel
because they’re surprised by something they didn’t expect. Providing clear explanations of what to expect on their bill, and the installation process, helps create satisfied
customers.
• Quote Monthly Rates. Always quote a customer their regular monthly rate and the
rate with the offer.
• Explain Any Additional Fees such as the DVR Service Fee and Additional Receiver Fee.
• Explain Activation Fee (applies to non-DHA24 customers). For DHA customers,
who opt to forgo a commitment, review the activation fee. For Flex24 customers,
review the activation fee and 24-month agreement terms.
• Review Billing. The customer pre-pays for their first month of service. The second bill
will only include charges for the second month of service. The third bill will be sent
about 45 days after the first bill/receipt is sent.
J U LY
AU G U ST
SE PTE M B E R
July 1st
Account Activated
1st Bill/Receipt
sent
July 16th
2 Bill sent
nd
Sept 5th
3 Bill due
August 5th
2nd Bill due
rd
August 16th
3rd Bill sent
Sales Tips
Unfortunately, it is not uncommon for customers to tune out when disclosures are being
read. Pay extra attention to the following items:
• “Good” Can-Be-Reached Phone Number. Emphasize the importance of providing
the installer with a valid customer phone number. If the installer has a good phone
number to reach the customer with, it is less likely a rescheduling will occur.
• Email Collection. Capturing a customer’s email address is key to customer satisfaction.
This will allow customers to be updated on what to expect from their installation, their
first bill, and their continuing service.
• Phone line or Broadband Connection. Encourage customers to plug their receiver
into a phone line or broadband connection as it will enable such features as Video On
Demand, PPV ordering, and on-screen Caller ID.
• Opt In / Opt Out. Some promotional offers are considered either opt in or opt out.
OPT IN
OPT OUT
A customer must call in after the promotion ends
if they wish to keep the service
A customer must call after the promotion ends if
they wish to cancel the service
— DISH Platinum for 3 months
— BLOCKBUSTER FREE for 3 months
— Multi-Sport Pack with NFL Red-Zone
— HBO, Cinemax, Showtime and Starz FREE
for 3 Months
— Protection Plan FREE for 6 months
— BLOCKBUSTER FREE for 3 months
25
Packages start at just
With every package:
For 3 months
Unlimited DVDs by mail
and in-store exchanges
INSTALLATION
FOR 12 MONTHS
EVERYDAY PRICE
GUARANTEE
UNTIL 2013!
Also included with HD packages:
Valid on qualifying packages only.
FOR LIFE
HD DVR
HD DVR is leased ($6/mo DVR Service fee applies)
for 3 months
UNLIMITED ACCESS TO
For 3 Months
Thousands of On Demand
Movies and Shows and
Over 20 HD Channels
Watch Every Touchdown from Every Game, Every Sunday Afternoon.
Get over 30 premium movie channels
with America’s Top 120 Plus and above
With minimum of America’s Top 200 or DishLATINO Dos
TM
With
A $99 Value!
PN: 189925
• Watch all of your channels on your computer with
DISH Online or on your mobile device via the DISH
Remote Access app.
• Connect to your ViP® 722 or 722k HD DVR receiver
in seconds with a single USB connection.

TRAINING

Transcription

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