Welcome to Malachite.

Welcome to Malachite

A Note from Freddy

Our Mission & Vision

Who We Are

What Makes Malachite Different

• Blitz Model. We operate in focused 2-week selling windows across markets nationwide. When you're in market, you're all in. When you're back home, you're selling locally and recharging. It's a rhythm that keeps your earnings consistent and your mindset fresh.
• Performance-Based Pay. The more you install, the more you earn per install. Your pay scales up with your production - there's no ceiling.
• Clear Leadership Path. Every manager here was a top rep first. We promote from production, not seniority. You want to lead? Produce 20+ installs per blitz and recruit quality reps. It's that straightforward.
• No Politics. Your numbers speak. There's no favoritism, no office politics, no invisible rules.

Core Values

At Malachite, we believe success is built on a foundation of strong values. Every team member is expected to embrace four core principles in every interaction - with customers, teammates, and themselves.

Your First 30 Days

Before you hit your first door, there are a few things that need to happen. Here's the path from day one to your first blitz.

Step 1 - Complete Onboarding

Four things to knock out before anything else:

• Sign the rep agreement
• Complete the background check
• Complete the drug test
• Complete AT&T compliance training

Step 2 - Shadow a Leader

Before you're selling on your own, spend a day in the field with a senior rep or manager. Watch how they approach doors, handle objections, and close. Don't just observe - ask questions. This is one of the fastest ways to compress your learning curve.

Step 3 - Practice the Door Approach

Know your pitch before you knock. Use the mirror. Record yourself. Run it with another rep. The goal is to be so comfortable with the approach that it feels natural - not scripted. Study the study guide provided to you (covers the offer, common objections, and the close).

Step 4 - Attend Weekly Team Meeting

Every week, your manager meets with the team for training, updates, and game planning. Show up, take notes, and come with questions. During blitzes, this shifts to daily morning sessions - debrief, correlation, and role play before you hit the doors.

Step 5 - Pass the Field Readiness Check

Before you go on your first blitz, you'll go through a quick readiness check with your manager. It's not a test to stress about - it's a checkpoint to make sure you know the basics: the offer, the approach, and how to handle the most common questions at the door. Pass this and you're cleared to go out.

Step 6 - Get Your First Sale

Everything up to this point is preparation. Now it's time to produce. Your first install is the milestone that matters - it proves to yourself that you can do this. Most reps who get their first sale get their second one fast. Get on the board.

Step 7 - Go on Your First Blitz

You're ready. First blitz is not about being perfect - it's about showing up, staying consistent, and learning fast. Focus on the process, not just the number. Build the right habits from day one and the results will follow.

🧠 Mindset & Foundation

This section contains the mental framework that separates top reps from everyone else. Read it before your first blitz. Come back to it whenever you want to sharpen your edge.

Expectations

High-performing teams are built on clarity. At Malachite, expectations go both ways - rep and organization. Before the work starts, everyone needs to be on the same page about what this relationship looks like. These aren't suggestions. They're the foundation.

These may feel straightforward now. They matter most when things get hard - which they will. Keep coming back to this page when they do.

What Top Reps Do - The 6 Habits

Every rep who's made real money in this industry shares these habits. Not some of them - all of them. They're not personality traits you either have or don't. They're behaviors you practice until they become automatic.

The 3 Commandments

Schedule = Lifeline

Layer 1 - Time

This is why we work the hours we do. Rollout to dark, every day, +3 interactions minimum. Nothing happens unless you put in the hours. Period.

Think of two reps. One calls it a day early. The other stays until dark - that's 3-4 extra hours per day in front of prospects. The second rep always wins in the long run.

Two reasons why the second rep always wins in the long run:

• Time. Extra hours = more people seen = law of averages working in your favor. A baited hook that's in the water will always catch more than one that's out of the water.
• Developed skill. Every extra interaction teaches you something - hot spots, objection patterns, when people are home, what language works. Practice makes permanent.

That unconditional commitment - and the problem-solving attitude that comes with it - will only exist if you never waiver. Break it once, and it becomes easier to break again. Form the right habits now and the skillset will follow.

Layer 2 - What Work IS

There is a huge difference between being busy and being productive. The stricter your definition of "work," the better you'll do.

Layer 3 - What Work IS NOT

"For thousands of years since the dawn of sales, the answer to every problem has been found behind the next door. Not the next break."

Your 3-Year Plan

This isn't just a job - it's a financial vehicle. Door-to-door fiber sales is one of the fastest legitimate paths to financial independence for a young person in America. But only if you're intentional about what you do with what you earn.

Memorization Techniques

The first step in memorizing your pitch and process is understanding that everyone has a different learning style. Recognizing which style you are will allow you to maximize retention.

Use repetition:

• Make flashcards for each objection handler
• Break the pitch into clusters - opener, value prop, close, objection loops
• Recite your pitch out loud in the mirror every morning before your first blitz day
• Study when you are mentally at your best - not after a brutal day
• Dedicate a distraction-free space for study: no phone, no people, no noise
• Take breaks every 15-20 minutes of concentrated study to maximize retention

The Problem Solving Formula

This job will teach you how to be independent and solve problems on your own. Here's the formula:

Chain of Command when you need help:

1. YOU - 95% of all problems this year you can figure out with a bit of thought
2. Your Recruiter
3. Your Team Manager
4. Regional Manager
5. Organization Leadership

Counter Sheets - DIPSS Tracker

Most reps don't have the best handle on their emotions. Some days they sell a lot and feel great; other days they "bagel" and feel like it's the end of the world. To succeed in this role, you need to become a master of your emotions - and the best way to do that is to focus on effort instead of results. That's where the DIPSS counter comes in.

DIPSS - Track These Every Day:

By tracking DIPSS daily, you have stats and data to consciously improve your skillset. You can look back at past efforts and predict future outcomes. High enough effort = you will come across the right person at the right time. The law of averages always pays out.

The 3 Keys to Technical Success

Think of Malachite's system like a McDonald's franchise. You paid for the rights to use a system that has been tested and perfected over decades of D2D selling. Your main objective is to do every little thing the system tells you to do. Don't get creative. The principles will work if you do.

There are going to be some things that feel uncomfortable at first. Every rep who skips one of these steps wonders later why their results suffered. Just do it. You'll thank yourself when the check clears.

The 4 Days of This Job

These are the toughest days you'll face in this role. Knowing they're coming - and deciding in advance how you'll handle them - eliminates wasted emotional energy in the moment.

First Blitz - Foundations Over Results

You get the chance to build yourself a castle one block at a time. The first blitz is your foundation - and a great foundation has little to do with skill and everything to do with effort.

• Expect the emotional roller coaster. Things that normally wouldn't bother you will bother you.
• Work through frustration. Don't stop. Don't go home early. Just work.
• Commit to a section of your assigned territory all day, then come back in the evening to catch the people you missed.

Developing Emotional Intelligence

The Three Controllables

Most new reps spend the first weeks looking for variables to blame or credit - the neighborhood, the weather, whether people were in good moods that day. That thinking leads to inconsistent performance because none of those variables are in your control. What is in your control comes down to three things: Hours. Doors. Attitude. Master those three and the results will come. Fight them and you'll spend your whole career guessing why some days work and others don't.

Hours is the foundation. This is a volume business, and volume is a function of time in the field. Every hour you're working, a sale is possible. Every hour you're not, it isn't. The math over any 30-day period is nearly linear: more hours leads to more opportunities leads to more sales. Most reps who struggle their first month aren't bad at selling - they just didn't put in enough time. They left early on slow days, slept in on tough mornings, or took long breaks between territories. The top performers protect their hours the way a business protects its most valuable asset.

Doors is the output of your hours. Fifty per day is the minimum that gives you enough repetitions to actually improve. Below 50, your feedback loop is too slow - you don't see patterns, you don't get enough at-bats to refine your opener or close, and bad days feel like evidence instead of samples. At 50+ doors, even an unproductive day teaches you something useful. At 30 doors, you just feel defeated with not enough information to understand why. Volume creates learning, and learning creates results.

Attitude is the multiplier on the first two. Put in 8 hours and knock 60 doors with a flat, checked-out attitude and you'll get mediocre results. Put in 8 hours and knock 60 doors with genuine energy and conviction and you'll get dramatically better results from the exact same pitch, the exact same territory, and the exact same product. Customers buy the energy before they buy the service. Your emotional state at the door is contagious - and people are wired to do business with people they feel good around. Attitude isn't about being fake or performative. It's about staying present, staying hungry, and staying genuinely interested in the person in front of you.

State Management: The Professional's Edge

The difference between an amateur and a professional in any high-repetition performance field comes down to one thing: state management. Amateurs let the environment set their emotional state. Professionals set it themselves, regardless of what the environment produces.

In this job, the environment will be unpredictable every single day. You will have people who are rude before you finish your sentence. You will pitch three people cleanly and have all three say no for reasons that have nothing to do with you. You will have days where six doors in a row go nowhere. This is not failure - this is the baseline reality of the job. The question is never whether these things will happen. They will, every day. The only question is what you do with them.

The untrained response is to let those inputs compound. One rough interaction drops your energy slightly. That drop affects the next pitch in a subtle but real way. That pitch goes a little worse, which drops energy further. By door 15, you're in a slump that began at door 3 - and you don't even know it. This is how reps have "bad days." It's almost never random. It's a cascade effect that started small and went unchecked. The rep finishes the day and tells their manager the neighborhood was bad, when the truth is their state degraded early and they never caught it.

The trained response is to break the chain at every single door. Between interactions, you have roughly 20-30 seconds walking to the next house. That window is your reset. Use it deliberately. Shake your hands loose. Take a breath. Give the previous interaction an honest rating - was it actually a big deal, or was it just one "not interested" in a string of 50 chances? Most bad doors aren't big deals. The man who said "no" before you finished your sentence didn't reject you - he just wasn't the one. It cost you 10 seconds and nothing else. When you learn to accurately evaluate what just happened instead of catastrophizing it, you stop the cascade before it starts. By the time your knuckles hit the next door, your state is back to baseline. Not forced positivity - just present, calm, and ready.

Understanding and Breaking a Slump

Every rep goes through a slump at some point. Most of them handle it exactly the wrong way - by stopping, thinking, and analyzing from the couch. That makes it worse every time. Understanding what a slump actually is, mechanically, is the first step to moving through one faster.

A slump is almost always a state problem, not a skills problem. Here's how it typically unfolds: a rep has two or three bad days in a row. Confidence takes a small hit. That hit shows up at the door as slightly less certainty, slightly less energy, slightly less of the assumptive frame that drives closes. Customers pick that up even when the rep can't see it. Results get slightly worse. The rep interprets this as confirmation that something is wrong with them. Confidence drops further. The cycle self-reinforces until the rep either breaks out of it by going back to basics or quits because they've convinced themselves the job doesn't work for them. The entire slump is a state problem wearing a performance costume.

The most reliable way out is action. Not analysis - action. Knock more doors. Not because volume is a cure-all, but because activity interrupts the overthinking loop and forces you back into execution mode. When you're moving and engaging and getting even small conversational wins, your state begins to recover on its own. Alongside that: go back to word-for-word fundamentals. When reps are in slumps, they've usually unconsciously started improvising - tweaking their opener, skipping steps they think aren't working, modifying the close to "make it feel less scripted." That deviation is almost always the real problem. The system works when you work the system. Go back to exact scripts, exact steps, exact process - and give it a full day before drawing conclusions.

Your Identity Is Not Your Numbers

The most destructive habit in sales is tying your self-worth to your daily results. When you do this, a zero-sale day doesn't just feel frustrating - it feels like evidence that you aren't good enough. That's a dangerous place to operate from, because it means your confidence is permanently at the mercy of variables outside your control. No rep can close every pitch. Not even the best one in the country. The numbers will fluctuate, and if your sense of yourself fluctuates with them, you'll spend the entire year on an emotional roller coaster that drains your energy and clouds your judgment.

Top performers separate identity from performance completely. Your identity is: I'm someone who shows up, works the system, and keeps getting better. Your performance is: today I sold two, yesterday I sold zero. The performance is information - it tells you what to adjust. It doesn't tell you anything about who you are. When a close doesn't happen, the right question is not "what's wrong with me?" The right question is: "What happened in that interaction, and what can I learn from it?" That shift from judgment to curiosity is what separates reps who plateau from reps who improve rapidly. The ones who get better fastest are not the ones who beat themselves up hardest after a bad day. They're the ones who can stay emotionally neutral long enough to observe and adjust without making it personal.

Do your job. Work your hours. Knock your doors. Bring your attitude. Then let the results be what they are and learn from them. That's the entire formula - and it's more powerful than any amount of motivation or raw talent.

Meet Mr. Mediocrity

You will become acquainted with Mr. Mediocrity this year. He's the little voice in your head that encourages shortcuts. He is a master salesman. If you can understand how and why he's so convincing, you can beat him.

Here's how Mr. M actually works. It's 7:45 PM on your first day. You've knocked 49 doors. You have 3 solid pitches. The last two knockers were rude. Out pops Mr. M - but he won't say what you expect. He won't say "good enough, go home." He's way smarter than that. He says:

He tries to overwhelm you with the big picture and make you feel helpless. Then you rationalize. This is how people don't hit their goals - they sacrifice what they want in the long run for what they want right now.

Start by beating Mr. Mediocrity today with something in your life. What will it be?

The Product - AT&T Fiber

What Is Fiber Internet?

You need to understand fiber well enough to explain it to a 70-year-old in 30 seconds. Here's how:

• How it works: Fiber optic cables carry data as light (photons). Traditional cable and DSL use electricity through copper. Light is faster and more stable.
• AT&T Fiber = FTTH (Fiber to the Home). The fiber line goes directly to the customer's home, not stopped in the neighborhood. Full speed, no congestion.
• Symmetric speeds. Upload and download speeds are the same. Cable internet is asymmetric (fast download, slow upload). This matters for video calls, uploads, online gaming.
• The customer benefit: Faster speeds, more reliable (fewer outages), no slowdowns during peak hours, consistent performance.

Fiber vs. The Competition

AT&T Fiber Plans & Pricing

Current Plans & Pricing (after AutoPay + Paperless Billing discount — kicks in within 2 billing cycles):

How to Check if an Address is Serviceable

There are two scenarios you'll run into:

Working Your Assigned Leads (Standard)

Malachite provides pre-qualified leads through SalesRabbit. These addresses are already confirmed as fiber-eligible. When you're working your assigned territory, go to those leads. You don't need to check serviceability - it's already been done for you. Your only job is to knock and sell.

Knocking Outside Your Leads

If you're in a neighborhood that doesn't have assigned leads, you can check serviceability using the FCC Broadband Map (broadbandmap.fcc.gov). Enter the address and look for AT&T fiber availability.

The Installation Process (What to Tell the Customer)

Self-Install (Lead With This Where Available)

AT&T pushes self-install first — it's faster for the customer and easier to close at the door.

• Equipment ships as fast as next day (2-day and 3-5 day also available) — arrives in a box with a QR code
• Free — no charge for equipment or shipping
• ~30 minutes to set up, no tools or technical skills needed
• Customer scans the QR code on the box with the Smart Home Manager app, which walks them through every step
• If they run into trouble, they can request a tech install directly from the app at no charge

Tech Install (When Self-Install Isn't Available or Customer Prefers It)

• Install date is set at point of sale — picked right in SARA Plus at the door
• Visit 1 - Activation: Tech runs fiber line above ground, installs gateway router, tests connection, gives customer a walkthrough. Customer is live.
• Visit 2 - Burial: Separate crew returns within ~3-7 days to bury the line underground. Customer does not need to be home.
• Both installs are free — no charge for equipment, installation, or setup

Add-Ons & Bundles

• Active Armor Security: Basic security is included on all plans. Customers on Fiber 300/500/1 Gig can upgrade to Advanced for $7/month. Advanced is automatically included on Fiber 2 Gig and 5 Gig. It's network-level security — blocks threats before they reach devices. Good value if they have kids or smart home devices.
• AT&T Wireless: Customers with an existing AT&T wireless plan get a discount on their fiber bill. If they're already on AT&T phone, lead with this — it's an easy win and helps close.
• AT&T TV / DirecTV Stream: Streaming TV that can be bundled with fiber for additional discounts.

Pro tip: Upsells are great, but don't over-complicate the close. Your primary goal is to lock in the fiber sale first. Once the customer says yes to fiber, you can mention add-ons. Never let an upsell kill a fiber deal.

Common Customer Questions (Q&A)

The Sales Process

The Mindset

Before tactics, you need to understand what's actually happening psychologically at the door - for you and for the customer. Most reps fail not because they lack skill, but because they have the wrong mental framework. Fix the framework first and the skills follow naturally.

Rejection Doesn't Exist the Way You Think It Does

When someone says no at the door, your brain registers it as social rejection - the same signal it sends when you're excluded from a group. That response is hardwired from thousands of years of evolution. Understanding this is the first step to overriding it.

Here's the reality: the person who answered the door doesn't know you. They aren't rejecting you. They're rejecting a situation they don't fully understand yet - or they're reacting to the 12 salespeople who came before you. Their "no" is not information about your worth. It's information about their current state of mind, their timing, and their past experiences with strangers at their door.

Top reps understand this at a deep level. They don't carry each "no" to the next door because they genuinely understand it had nothing to do with them. This isn't positive thinking - it's accurate thinking. Train yourself to see every interaction as data, not judgment.

The Emotional Reset - Door by Door

Your emotional state at the moment someone opens the door determines the outcome of that interaction more than your script does. Research on sales performance consistently shows that tonality and body language account for the majority of how people respond to you - the words themselves are secondary.

This means a bad interaction at door 14 that you're still replaying mentally at door 15 is actively hurting your conversion rate. The customer at door 15 is absorbing your residual frustration - they just don't know where it's coming from, so they assume it's something about the situation with you.

The reset is a practice, not a feeling. It works like this: the moment you step off someone's porch, take one breath, say "next" internally, and consciously shift your attention to the next door. You're not suppressing the frustration - you're redirecting focus. Over time this becomes automatic. In the beginning, it requires effort. Do it anyway.

The Numbers Are Working for You - Whether You Feel It or Not

This is the most important mental shift you can make. Most reps think in terms of each conversation - "did I close that one?" Top reps think in terms of their daily activity total. They understand that if they knock 50 doors and pitch 15 people, a certain number of those will say yes based purely on the laws of probability. Their job is not to close every person - their job is to get their full activity in every day and let the numbers play out.

Brian Tracy calls this "the law of large numbers." The more people you get in front of, the more certain your result becomes. A bad day doesn't scare a rep who understands this - they know the averages correct themselves. A slow Tuesday becomes fuel for Wednesday. This is why tracking DIPSS matters - your numbers tell you what's working and what needs to adjust, and they remind you that the process is producing even when individual interactions don't go your way.

Energy Is a Skill, Not a Feeling

You will not wake up every morning feeling motivated. Waiting to feel energized before you bring energy is a trap. Energy is something you generate through action, not something you wait to receive. The reps who perform consistently are not always the most naturally enthusiastic people - they've learned to produce energy on command.

Here's how to do it practically: before you knock your first door each day, take 60 seconds. Stand up straight, put your shoulders back, put a real smile on your face, and take three deep breaths. This is not a gimmick - physiology drives psychology. Change your body and your mental state follows. Do this again every time you feel your energy dipping in the field. It takes 60 seconds and it works.

Remember: the customer at the door is reading you in the first 3 seconds. They are unconsciously asking themselves, "Is this person someone I should engage with or someone I should get rid of?" High energy, a genuine smile, and open body language answer that question in your favor before you say a single word.

Before You Knock

The night before is when your next day is won or lost. Top reps don't walk out the door cold - they already know which streets they're hitting, which houses they're returning to, and who they're following up with. By the time they knock their first door, they've already done their first hour of work.

Your territory is assigned and stays with you for the duration of your time in that area - typically a week or two. That means every day you're building a living picture of those streets. Note who wasn't home. Note who said "come back Thursday." Note the house where someone peeked through the window. Those people are your inventory. Your follow-ups are the most valuable doors you'll knock all day, because that person already made contact with you - the cold open is done. The rep who works follow-ups religiously is the rep who never has a zero day, no matter how rough the fresh doors are.

• Review your follow-ups. Check SalesRabbit the night before. Know which addresses you're coming back to and what was said last time - so you can pick up the conversation, not restart it.
• Know your streets. Look at your territory map before you leave. Know which blocks you haven't hit yet and which ones you're revisiting. Don't waste morning time figuring out where you're going.
• Device fully charged. Your tablet/phone for orders must be at 100% before you leave. Dead device = wasted day.
• Know current promo pricing. Check the sales portal before you start knocking. Know the price for each plan tier. Never quote wrong pricing.
• Visible ID badge. Always wear your Malachite badge. It builds immediate credibility at the door.
• Screenshot your starting area. Submit at end of day or when requesting a new area.

The Door Approach

What happens in the first 4 seconds at the door is more important than anything you say in your pitch. When someone opens their door to a stranger, their brain is running a threat assessment before they're even consciously aware of it. They're not thinking about fiber internet - they're unconsciously asking: Is this person safe? Do I need to protect myself? Should I engage or shut this down?

Your physical presence, energy, and body language answer those questions before your mouth opens. Get this right and they're open. Get it wrong and you're fighting an uphill battle no script can fix.

Walking Up to the Door

• Walk with purpose, not urgency. Slow, confident strides signal you belong there. Rushing signals you're nervous about being there - and they'll feel that.
• Don't look at your phone as you approach. You want to be fully present and aware the moment the door opens.
• Scan the property naturally. Notice the house, the yard, any indicators of who lives there - kids' toys, sports gear, the car in the driveway. These are conversation anchors you can use.

The Knock

A soft knock and a 10-second wait before walking away is one of the most common and expensive habits new reps develop. People take time to get to the door. They're in the kitchen, in the back bedroom, in the shower. If you walk away before they get there, you just lost a potential sale because you weren't willing to wait 30 seconds. Do not do this.

The sequence: knock, ring, knock, ring - then leave. That's four touches total, and you give each one a genuine wait. Knock firmly three times, step back 2-3 feet, and wait 20-25 seconds. If no answer, ring the doorbell and wait again. If still no answer, knock again. Ring one more time. Then mark the door and move on. You've given them a real opportunity to answer - now you can leave knowing you exhausted it.

Some new reps worry about coming across as too aggressive. The reality: you will never see 95% of these people again. A person who answers annoyed is a person you can still talk to. A person who never came to the door is zero opportunity. Given the choice, take the annoyed answer every time - you can disarm annoyance with a good opening. You cannot sell someone who never showed up. Be respectful always, but be persistent first.

• Knock firmly - not a timid tap. Three solid knocks, then step back 2-3 feet directly from the door. Stepping back creates space and is less threatening than standing at the threshold when they open.
• Wait a full 20-25 seconds before moving to the next touch. People come from the back of the house, they put shoes on, they mute the TV. Give them the time.
• If you can hear they're home (TV, voices, footsteps, movement), work the full sequence and be patient. They're deciding whether to answer. Stay calm, keep your expression neutral and open, and let them come to you.
• If they answer annoyed, stay warm, stay calm, and open with something that acknowledges them without being apologetic: "Hey, sorry to pull you away - I'll keep it quick." Annoyed can become curious in one sentence. Walk-aways can't.

When the Door Opens - The First 3 Seconds

The research is clear: people form lasting first impressions within the first 3-5 seconds. Those impressions are extremely hard to change once formed. This is why the physical moment of the door opening matters so much.

• Smile before the door is fully open. Not a salesperson smile - a genuine, warm, "I'm glad you answered" smile. If you have to fake it, think of something that actually makes you smile right before you knock. The difference between genuine and forced is obvious to people.
• Make eye contact immediately - but soft eye contact, not intense. You're a friendly neighbor, not someone trying to prove dominance.
• Stand tall, shoulders back, chest open. Closed body language (hunched, arms crossed, shoulders forward) signals insecurity. Open body language signals confidence and trustworthiness.
• Let them see your hands. This is primal - open hands subconsciously signal you're not a threat. Don't have your hands in your pockets when the door opens.
• Don't start talking the instant the door opens. Give them one beat to process you visually. Then lead with your opening. Launching immediately makes you feel scripted.

When They Open Only the Storm Door / Screen Door

This is common and it's not a bad sign - it's a normal boundary. Don't treat it like an obstacle. Deliver your opening exactly as you would otherwise. If they're engaging with you through the screen, they're still engaging. Keep your energy the same. Many sales happen through a screen door.

The Pitch Framework: Rocks, Pebbles, Sand

Every pitch has structure. Think of it as rocks, pebbles, and sand: the rocks are the five anchors of every conversation, the pebbles are the specific moves within each anchor, and the sand is the actual words you use. Master the rocks first. Once those are automatic, the pebbles and the sand take care of themselves.

The goal of the pitch is not to avoid sounding like a salesperson. You are a salesperson and they know it the moment you walk up. The goal is to move through the conversation quickly, confidently, and in a way that makes the decision obvious. Don't beat around the bush - but don't skip connection either. You're going from stranger to trusted advisor in about 3 minutes. The rocks give you the roadmap.

Rock 1 - Break Preoccupation

When someone answers the door, their mind is somewhere else - the show they were watching, what they were cooking, a conversation they were in the middle of. Your first job is to break that preoccupation and get them present. You do this with three moves: say their name, introduce yourself with authority, and give them a clear reason why you're on their street today.

Use their name. SalesRabbit shows the account name on your leads. Landglide can pull the name on the deed. Use it. Always. When you walk up and ask for someone by name, something shifts - they go from "who is this stranger" to "how do they know my name? This might actually be important." It creates instant curiosity and makes them more likely to engage before you've said a single thing about the product.

Introduce yourself with a title. "I'm [your name] with AT&T - I'm the area manager out here." Not "I'm just a rep." The title gives you authority and frames the visit as official. It also creates a natural reason for being there - area managers handle the rollout, so of course they're going door to door.

Give them a reason why. You're not randomly knocking - you're here because AT&T has been running fiber lines in this area and the neighborhood just got activated. The trucks have been around. You're the person handling the rollout for this street. That's your reason. It's true, it's relevant, and it makes the knock make sense.

The name creates curiosity. The title establishes authority. "Have you seen our trucks?" is a conversation question - they say yes or no, either works, and now you're talking. "Putting together the waitlist" is assumptive framing - you're not here to sell them, you're here to get them on a list that's already forming.

Rock 2 - Create a Problem

You can't sell a solution until there's a problem. Most people think they're fine with their current internet - not because they're actually happy, but because they haven't been given a reason to question it. Your job is to surface the problem they're already living with but haven't been thinking about.

The three problems with cable internet are: it's expensive and keeps going up, it's slow and inconsistent during peak hours (shared with the whole neighborhood), and it's unreliable. You don't need to lecture them on all three. Ask one question and let them tell you the problem themselves.

While you have them talking, dig into their usage. These questions let you understand their needs, recommend the right plan speed, and surface pain points they'll connect to — all without it feeling like an interrogation:

You don't need to ask all five every time. Two or three gives you enough. The answers tell you which plan to lead with and which pain points to lean into — remote worker with bad upload speeds, household streaming on 3-4 devices, smart home cameras that lag. These aren't filler questions; they're your ammunition for Rock 3.

Once you know their provider and what they bundle, you can estimate what they're paying. Use this mental guide:

When you've got a rough number in your head, anchor against it:

This is price anchoring. You're either validating that they're overpaying, or planting the seed that their current deal is temporary. Either way, you've created a reason to keep listening.

Rock 3 - Offer the Solution

Now you introduce fiber. Keep it clean and direct - faster, more reliable, cheaper. Don't over-explain the technology. Your speed comparison does the work for you.

One question to ask before you drop the price:

This question matters because AT&T wireless customers qualify for an additional discount on fiber. If they're on AT&T wireless, you just gave yourself a bigger price drop when you get to Rock 4. If they're not, you haven't committed to anything yet.

Rock 4 - Provide Value

This is where you drop the price and explain the promotion. The key to this rock is the group framing - you're not giving them a deal because they asked nicely. You're giving them a deal because AT&T is doing a neighborhood rollout and everyone in the area who gets on the list while the trucks are here gets the promo. That framing creates urgency and makes the offer feel exclusive without sounding like a closing tactic.

"Everyone else on the street is doing it" reduces perceived risk - if the neighbors signed up, it must be legitimate. The pointing gesture (road to house) makes the installation visual and tangible. "No contract" removes the last barrier. "I have it at my house" is the credibility close - it's personal, real, and disarming.

Rock 5 - Make the Sale

Don't ask. Assume. You've built the case - now you move forward like the next step is obvious, because it is. The prospect doesn't need to make a decision. They just need to give you their address.

The address check is a soft close - they're giving you information, not signing anything, so the resistance is low. Pulling it up and confirming it's available creates a small moment of relief and buy-in. Getting their first name continues the forward momentum. You're in the order before they've formally "decided" to buy.

Identifying the Decision Maker

Early in the conversation:

• "Is it just you making decisions for the home, or does your spouse/partner need to be part of this?"
• If spouse is not home: "When would be a good time to stop back when you're both available?" OR walk them through the close and have them call/text spouse to confirm.
• Never complete an order with someone who says "I need to ask [someone else]" without getting a yes from that person. You'll get a cancellation.

Objection Handling

Format for each objection: Acknowledge → Respond → Redirect

The Close

The close is simple: when you've handled objections and the customer is nodding, don't ask "what do you think?" - that invites doubt. Instead:

The Assumptive Close:

The Choice Close:

The Summary Close:

After they say yes: Move fast. Get the order in immediately. Don't chat - don't give them time to change their mind. Be efficient and professional.

Order Submission (The SARA Plus Portal)

Once the customer says yes, move immediately. Pull up the SARA Plus app and work through each screen with them. The full process takes 10-15 minutes. One step requires the customer's personal phone - let them know upfront: "I'm going to need you to grab your phone for just one step during the sign-up."

Step 1 - Select Campaign

Open SARA Plus and select your assigned campaign from the list (e.g., SBS East, Westbrook). This routes your order to the correct territory and manager. If you're unsure which campaign to select, confirm with your manager before your first day out.

Step 2 - Customer Information

Enter the customer's full name, primary phone number, mobile number, and email. Two checkboxes must be marked Yes:

• "May the service provider use contact information?" - Yes
• "I have verified the customer's name with an approved government photo ID" - Yes. You must have physically seen their ID before checking this box. Don't skip it.

Then enter the service address - zip code first, then street address. The name on the account must match the government ID exactly.

Step 3 - Internet Package Selection

Select the tier the customer agreed to. Current pricing (after the $10/mo AutoPay + paperless billing discount):

Prices reflect current AT&T promotions. Confirm current rates in SARA Plus before presenting to the customer.

Step 4 - Credit Information

Enter the billing address (must match what's on file with their credit bureau - usually their home address), date of birth via the scroll picker, and driver's license state and expiration date.

The SSN field is optional. If the customer doesn't want to provide it, they check "I do not want to provide my SSN" and the DL info carries the credit check instead. Either approach works - don't pressure them either way.

Step 5 - Credit Check

Read the following script verbatim before initiating:

If the customer hesitates or asks about their credit score, reassure them: "It's a soft pull - it has no impact on your credit score whatsoever. It's just to verify your identity."

After they confirm, disclose the advanced payment: "There's a $20 advanced payment required today - that's it." SARA Plus will run the check and display Credit Information Verified with a green checkmark when it passes. Select their billing preference (English or Spanish) on this screen.

Step 6 - Account Security Information

The customer creates their account PIN here. Fields: 4-digit passcode, security question (from a dropdown), security answer, confirm answer, and email (pre-filled).

Step 7 - Terms & Conditions

Two sections, each with a signature and checkboxes. Work through them in order:

• Order Terms & Conditions: Tap "Sign and Consent" → customer signs on your device → check "I agree" for the PRESCREEN & Opt-Out Notice → check "I agree" for Consent to Electronic Delivery of Disclosures.
• AT&T Internet Terms & Conditions: Tap "Sign and Consent" → customer signs again → check "I agree" for the AT&T Consumer Service Agreement → check "I agree" for Service Disclosures for Easy Cancellations.

Step 8 - Order Checklist

Two signatures on this screen - the rep signs first, then the customer signs separately:

1. Rep signature: "Salesperson Order Checklist Signature" - by signing you confirm you've reviewed all checklist items with the customer.
2. Customer signature: A notice appears before the customer signs: "Your information will not be visible to the agent at any point in time. Tap Okay then hand the device back to the agent." When you see this, hand the device to the customer and step back. They sign privately, then return the device to you.

Step 9 - First Party Verification (FPV)

SARA Plus automatically sends a verification link to the customer's phone number and email. The customer must complete this step on their own device - they verify their contact and order information and choose to Continue, Cancel, or Change the order. The SARA Plus screen shows the order number and where the link was sent, then waits.

Step 10 - Payment Information

Today's charge is $20.00 - the required advanced payment. The customer's name and billing zip are pre-filled. The customer enters their card number, expiration date, and security code.

The AutoPay & Paperless section should already show "Paperless Completed" in green - this is typically completed when the customer goes through the FPV link on their phone. If it still shows "Not started yet," have the customer tap Setup and complete it before proceeding. The $10/mo AutoPay + paperless discount is applied to their monthly bill once this is active.

Step 11 - Installation Calendar

A full month calendar displays availability. Green dots next to Morning, Afternoon, and Evening indicate open windows. Tap the preferred day - a popup shows the specific time windows available (e.g., 8:00 AM - 10:00 AM, 12:00 PM - 2:00 PM, 2:00 PM - 4:00 PM). Pick the window with the customer and confirm they can be home.

If the home already has fiber run (a previous tenant had AT&T), the calendar may show "Delivery" instead of standard install dates. See the self-install section below for how to handle those.

Step 12 - Order Summary (Done)

The final screen confirms everything: customer info, install appointment (highlighted in orange), and the AT&T Internet section. Screenshot this screen. The three things to note:

• BAN (Billing Account Number) - the customer's AT&T account identifier
• Order Number (format: 99-XXXXXXXXXXXXXXXXX) - needed for any order lookups
• Package - confirms which speed tier was submitted

Tap Complete to finalize. The order is in.

Self-Install (Delivery) Orders

If fiber infrastructure is already run to the address - usually because a previous tenant had AT&T - the Installation Calendar will show "Delivery" options rather than tech-install windows. These orders don't require a technician to come out.

• Tech-savvy customer: Walk them through the self-install. Equipment arrives and they plug it in themselves.
• Not comfortable self-installing: Call Tower with the customer present. You need two things: their phone number on the account and the 4-digit passcode they set in Step 6. Tower can schedule a tech visit. Note: Tower may use "Delivery" and "self-install" interchangeably.

Reducing Invalid Orders

Invalid orders get rejected by AT&T before the install happens — which means no commission and a frustrated customer. Most invalids come from small data entry mistakes. Before you tap Submit, slow down and walk through this.

The Straight Line - Door Approach Framework

Visualize a straight line from the moment their door opens to the moment you submit that order. Everything you say and do should move you forward along that line. Every tangent, every story that doesn't serve the close, every moment you let the customer lead you off topic - that's you veering off the straight line.

Your job is simple: get from A (door opens) to B (order submitted). Stay on the line.

Straight Line Approach - Step by Step:

Quality Close Checklist - Before You Submit:

Handling Rejection - The Right Psychology

Rejection is part of the job. It's not a variable - it's a constant. The question isn't whether you'll get rejected today. The question is how fast you can process it and move on.

Objections at the Door - Full Script Guide

Below are the most common objections you'll hear at the door and exactly how to handle each one. Remember: Acknowledge → Respond → Redirect. Never argue. Never dismiss. Always move forward.

The Full Pitch - Door to Close (Example)

Below is the full pitch from knock to order, following the 5-Rock framework. Study the flow. Learn it word for word first - then adjust delivery to fit your personality once you have 10+ installs under your belt.

The Button Up - Locking in the Close

The Button Up is the process of solidifying the close after you've gotten the initial yes. This prevents cancellations, buyer's remorse, and chargebacks. The goal is to leave them more confident and excited about the decision than they were when they said yes.

Button Up Script:

The Video Testimonial Ask (Optional but Powerful):

After a smooth, positive interaction, you can ask for a quick 15-second video testimonial on your phone. Only ask if the vibe is genuinely positive and the customer seems excited.

Video testimonials are gold for social media, the recruiting website, and building proof of concept. Collect them whenever you can.

Post-Sale - What to Tell the Customer

• Be confident and warm - they just made a good decision
• Brief them on what to expect: "The tech will call you the day before to confirm. Just be home during the window. Takes about 2-4 hours. Easy process."

Daily Operations

The Blitz Model - How It Works

• A "blitz" = 14 consecutive selling days in a designated market
• Schedule: 2 weeks ON (in market, selling every day) / 2 weeks OFF (home, time off)
• Year-round: 11+ blitzes per year planned across the US
• Blitz cost: $200/week per rep, clawed back from commissions ($400 total for a standard 2-week blitz)
• Local blitzes: Sell in home market (North Florida), drive from home daily

The Daily Schedule

Territory Assignment

• Areas are assigned the night before - check with your manager the evening prior so you know exactly where you're going
• One area per week - your territory is set for the week, not reassigned each day
• No area switches on Saturdays - wherever you're assigned is where you work that day, no exceptions
• Stay in your assigned area - sales outside your area forfeit your commission
• No meeting up with other reps during the day without approval
• Area completion: Knock every door in your territory before requesting a new one
• Screenshot requirement: Submit area screenshots before requesting a new area

Activity Standards

The Bagel Policy

"Bagel" = zero installs for an entire week

• Bagel for a full week: You go on PIP (Performance Improvement Plan) the following week
• Bagel for an entire blitz: You're pulled off the blitz. To get back on a future blitz, you need to hit 4 installs in a single week in your home market first

Conduct on Blitz

• No noise complaints, no smoking inside, no property damage wherever you're staying
• Fines: $100 per incident (split among responsible parties)
• Repeated violations: Removed from blitz

Car Groups

• Assigned at the morning meeting
• No switching car groups without manager approval
• Rollout is immediate after the meeting
• Use this time to connect with your team, share intel on the territory, and build camaraderie

Your Compensation

How You Get Paid (Simple Explanation)

Malachite pays per installed account. Here's how:

1. You sell fiber to a customer
2. AT&T installs the service (usually within 1-2 weeks)
3. Once confirmed installed AND compliant, you get paid
4. Pay scale is based on how many installs you have in that quarter - it resets every quarter
5. The more you install in a quarter, the more you earn per install

The Pay Scale (Quarterly)

Your tier is determined by your total installs for the quarter. Once you hit a new tier, all installs for that quarter are paid at the new rate.

Maximum with bonuses: $325/install (absolute cap)

The Math - What Can You Actually Earn?

The Recruiting Bonus

• If you recruit a rep who hits 5+ installs in the same quarter: +$25/install on YOUR installs for that quarter
• Bonus is flat (doesn't stack per recruit)
• Total cap with recruiting bonus: $325/install

Blitz Cost

• $200/week per rep on a blitz — $400 total for a standard 2-week blitz
• Clawed back from commissions — not an upfront charge, deducted from your earnings at payout

Cancellations & Clawbacks

• You only get paid on INSTALLED accounts that remain active
• If customer cancels before install: No pay
• 90-day rule: AT&T requires the account to stay active for 90 days. If a customer cancels before that window closes, the commission is clawed back
• Keep your cancellation rate low: Confirm the sale, brief the customer on what to expect, and do a proper button-up before you leave their door

When Do You Get Paid?

After you submit an order, AT&T typically installs the service within a few days. Once the install is confirmed, you get paid the following Friday. Your quarterly tier is calculated based on all confirmed installs within the quarter - late installs (sold in one quarter but confirmed after) are reconciled and paid at the appropriate quarterly tier.

Path to $100K+

Simple breakdown:

• You need 100+ installs per quarter, consistently
• 100/quarter at the $225 tier = $22,500/quarter = $90,000/year
• Add recruiting bonus: $90K + bonus = pushing $100K+
• Hit 120/quarter and you're at $250 tier: 120 × $250 × 4 = $120,000/year

Standards & Compliance

The Blitz Standards

Code of Conduct

At Malachite, we maintain the highest standards of excellence, integrity, and professionalism. Your conduct in the field reflects on the entire organization. By adhering to these guidelines, you help us build lasting relationships with customers and sustain our reputation in the marketplace.

Compliance - What You Can and Cannot Say at the Door

Solicitor Permits

• Some cities/counties require a solicitor permit to knock doors
• Your manager will brief you on permit requirements for each market before the blitz
• Never knock without a permit in markets that require one
• When in doubt, ask your manager - don't assume
• Fines for soliciting without a permit come out of YOUR earnings

Professional Appearance

• AT&T branded gear - always in full uniform when in the field
• Safety vest on at all times - no exceptions
• Badge visible - wear it where people can see it
• Look clean cut - showered, shaved, and put together. Take care of yourself
• Phone in hand is fine - you'll be using it in the field
• No slippers or unprofessional footwear - dress like you're there to do business

The Leadership Path

Overview

Every leader at Malachite earned their role through personal production. We don't give titles - we recognize results. Leadership hierarchy:

• Rep → Manager → Regional → VP → Partner

Rep → Manager Criteria

• Personal production: 20+ installs/blitz average (consistent, not just once)
• Recruiting: 5 active reps in your downline
• Downline production: Your downline must produce 500+ cumulative installs before promotion is approved
• Core principle: "You can't manage what you haven't mastered."

Manager → Regional

• Personal production: Maintain 100+ personal installs/year (leaders still sell)
• Team structure: 3 active teams reporting to you
• Downline production: 3,000+ annual downline production from your teams

Regional → VP

• Regional production: 12,000+ annual downline production from your region
• Personal production: Minimum 50+ personal installs/year
• Track record: Proven ability to develop managers

VP → Partner

• Company production threshold (2 paths):
  • Path A: 25,000+ installed accounts in a single year, OR
  • Path B: 75,000+ over 5 years
• Partner transition: Moves from override structure to profit participation structure (details TBD with Freddy)

How to Become a Manager Candidate

• Consistently hit 20+ installs/blitz
• Recruit at least 3-5 quality reps
• Demonstrate leadership behavior: help teammates, lead by example, never make excuses

Resources & Quick Reference

Quick Links

Tools you'll use regularly in the field and after the sale. Bookmark these on your phone or tablet.

Key Contacts

Tower Support

Tower agents handle support in multiple languages across AT&T Fiber, AT&T Wireless, and account-level issues. Here's what they can resolve:

Tower for Business

For AT&T Business fiber and wireless orders. Separate line and escalation process from residential Tower Support.

Order Submission Quick Reference (SARA Plus)

Full walkthrough is in the Closing & Order Submission section. This is your in-field checklist.

1. Campaign - Select your assigned campaign
2. Customer Info - Name (must match gov ID), phone, mobile, email. Mark both consent checkboxes Yes. Enter service address.
3. Package - Select the plan the customer agreed to (100/300/500/1000)
4. Credit Info - Billing address, DOB, DL info. SSN optional (customer can opt out).
5. Credit Check - Read the script. Disclose the $20 advanced payment. Select billing language.
6. Account Security - Customer creates 4-digit passcode + security question. Remind them to save the passcode.
7. Terms & Conditions - Two "Sign and Consent" sections. Customer signs both. Check all four "I agree" boxes.
8. Order Checklist - Rep signs first. Then hand device to customer privately for their signature.
9. FPV - Customer verifies on their own phone. Wait for auto-update. Tap Okay when confirmed.
10. Payment - $20 charge. Customer enters card info. Confirm "Paperless Completed" shows in green.
11. Install Calendar - Pick day + time window with customer. Confirm they can be home.
12. Order Summary - Screenshot. Note BAN + Order Number + Package. Tap Complete.

Frequently Asked Questions (New Reps)

Glossary