Complete ICT — Sales Rep Cheat Sheet

Contract — Always Lead With 36M

Default 🏆

36M

Best price — push hard

Fallback

24M

Same price as 36M

Last Resort

Price goes up — warn them

💡 Say: "With a 36-month agreement the pricing is actually better — most customers prefer it because nothing changes unless you want it to."

Typical Deal — Small (1–2 users)

Basic Setup ~$160/mo

NBN 100/40$115

1 × Phone Line$30

1 × Cloud Basic$15

+ Cybersecurity+$150–200

Typical Deal — Medium (3–5 users)

Standard Setup ~$280–380/mo

NBN 100/40$115

2–3 × Phone Lines$60–90

3–4 × Cloud Basic$45–60

+ Cybersecurity+$150–200

Product Pricing (Ex GST)

Product	36M / 24M	No Contract
📞 PHONE LINES
Phone Line	$30	$40
Cloud User Basic	$15	$20
Cloud User Pro Recording + Analytics	$25	$30
Cloud User Ultimate AI included	$35	$40
Fax to Email	$10	$15
🌐 INTERNET (NBN)
NBN 50/20	$100
NBN 100/40 Popular	$115
NBN 250/100	$155
NBN 500/200	$220
NBN 1000/100	$195
🔒 CYBERSECURITY
Sophos Managed Security SOC + endpoint protection	$150–200
📦 HARDWARE (RRP)
Yealink T53W (B&W)	$349
Yealink T54W (Colour)	$435
Business Router	$220

Call Flow — 5 Steps

Open — Establish Context

"Hi [NAME], it's [YOUR NAME] calling from Complete ICT — we're the local Melbourne support team. You would have dealt with us through Commander. Have you got 2 minutes?"

Hook — Contract Review

"The reason I'm calling is a few of your services have come out of contract, or are coming out soon. With the new plans there's no lock-in and in some cases the pricing is actually better than what you're on."

Discover — Find Pain

"How many staff are using phones daily? Any issues with call quality or internet dropouts? Who do you call if something breaks — how fast do they respond?"

👉 Get at least 6 of the 12 discovery questions answered before any pricing.

Close — Propose & Ask

"Based on what you've told me, I'd suggest [NBN plan] + [X phone lines] + [X cloud users] — that comes to around $[AMOUNT] per month on a 36-month agreement. Would you like to get that set up?"

👉 Under $400 MRR — close it now. Over $400 MRR — book Sam.

Cybersecurity Add-On

"One more thing — do you run a business firewall or just a standard router? If someone in your team clicked a phishing email tomorrow, what's the recovery process?"

👉 Never say "cybersecurity." Ask the risk question. Let them sell themselves.

Top Objections — Quick Rebuttals

❌ "We're happy with our current provider."

"That's great — most businesses say that. Quick question — if something went wrong tomorrow, who actually owns the problem?"

❌ "We're locked in contract."

"Locked in until when?" [pause] "No worries — we normally review 60–90 days before expiry so you're not scrambling. Want me to pencil that in?"

❌ "Too expensive."

"Compared to what?" [pause] "If it's purely price, we're probably not the cheapest. If it's stability and someone local to call — that's where we win."

❌ "Send me an email."

"Happy to — what specifically should I include?" [force engagement] "Let's lock 5 minutes next week so it doesn't just sit in your inbox."

❌ "Not interested."

"Totally fair. Just curious — not interested in switching providers, or not interested in reviewing?" [most will clarify] "No problem — you know where we are."

❌ "We'll think about it."

"What specifically would you need to think about?" [pinpoint it] "If pricing and migration were smooth, is there anything else holding you back?"

🔐 Cyber Add-On — Never Say "Cybersecurity"

"Do you run a business firewall or just a standard router at the moment?"

"Has your insurer ever asked you about what protection you have in place?"

"If someone clicked a phishing email tomorrow and $20k left the bank — what's your recovery?"

If they push back: "No problem — we can proceed without it. I'll just note the network as unsecured by choice on the paperwork." — 80% reconsider.

Escalate to Sam — When & How

Escalate When:

💰Deal value over $400 MRR

🏢Multi-site or complex setup

❓Customer asks technical questions you can't answer

📋Custom contract or special pricing requested

😤Unhappy or frustrated customer

How to Hand Over:

📝Log full discovery notes in CRM first

📅"Let me get our account manager Sam to give you a call — he's across Melbourne and can run through the full picture with you. What's a good time?"

Golden Rules

🚫No pitching before question 4

🚫No pricing before pain is found

🚫Never drop price instantly

🚫Never say "cybersecurity"

🚫Never chase a $100 deal for 3 weeks

✅Questions control the call — not explanations

✅Silence after a strong question = power

✅Always confirm decision-maker before pitching

✅Log every call outcome in CRM same day