AGENT TRAINING MANUAL

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I. Preface

This manual has been designed to give you, the agent/salesperson, the necessary information to become successful in your sales process. It is a tool for you to refer to for information that you can use for prospective customers. However, as with all tools, if you do not familiarize yourself with them and learn how to use them effectively, they are useless. If you have questions, do not hesitate to ask. There is no shame in a question and it is important to provide customers with the correct answer rather than give them an incorrect one. In sales, 20% of the salespeople get 80% of the business. Strive to be one of the 20% and you will continue to be rewarded monetarily. This is primarily a residual income based opportunity so your income from your efforts will grow with the effort that is applied. Remember:

Effort = Success

Success has its own rewards

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III. Letter from the President

To all FHTM Representatives: I would like to take this opportunity to personally thank you for your interest in the Call Select sales opportunity. We support the FHTM Rep field and customers with the most effective Call Select support systems, products and services. Price may get you the customer, but consistent and continued quality support will keep a customer. We are sure your experience with us will validate your decision to participate in the Call Select opportunity. We value your participation and anticipate long-lasting mutual success. The following materials will help you build your customer base to insure that you will make the most from this offering. Sincerely, Stan Cohen President

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III. The Company

A. Background Information

Call Select Inc. is a Canadian company based in Vancouver, British Columbia. The company was founded in May, 2004 by Stan Cohen, John Schilling and Donald Kim. Call Select Inc. Call Select supplies advanced telecommunications services that improve the operations and profitability of businesses and enrich the lives of the residential customers we serve. Call Select, with its exceptional management, is able to operate at costs significantly below existing traditional long distance corporations; thus, providing low long distance rates and exceptional quality to our customers. Call Select‟s management group has been providing telecommunication services in Greater Vancouver since 1994, targeting the ethnic communities throughout Canada. The company‟s network now provides long distance service to over 100,000 residential and business customers Canada-wide.

B. Management

Call Select‟s board of directors and its executive management consist of a core group of individuals who are experienced in all fields of the communication industry. Their experience encompasses marketing, accounting, and financing of international and national corporations. Personnel Directory President Stan Cohen Executive Vice President John Schilling Director of Sales and Marketing Don Kim

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C. Mission

Call Select Inc. is committed to providing our customers with superior long distance service while providing the best savings possible.

D. Future

Call Select views the communications market as two broad customer segments, both business and residential. The company is committed to meeting the growing needs of these segments by providing a full suite of services to both sets of clients. Call Select‟s goal is to continue to be a successful provider of alternative, low-cost communications solutions.

IV. Products

Call Select offers post paid long distance service – meaning the customers gets a bill at the end of each month after they have used the service. Call Select‟s post paid services are available in two main types: Direct Dial or Equal Access Service Dial Up Long Distance Service

A. What is Equal Access or Direct Dial?

Equal Access (EQA) is one of the products that Call Select offers to its customers as a way to save money on both their International and North American long distance phone calls. This method is also known as direct dialing as the customer does not have to dial any extra digits to access the Call Select international network. Once a customer has made an application to be an EQA customer and has been added to our network, all international calls are automatically routed through the Call Select switching network and then to the destination. It has been mandated and made into law by the CRTC (Canadian Radio-television and Telecommunications Commission) that all phone users in Canada have the right to choose which company carries their long distance calls. Activation of a qualified account will usually take effect within 4-5 business days and customers can call toll free (at no charge) 1-700-555-4141 to hear a recorded message of who their EQA carrier is. If a customer who has registered with Call Select and does not hear the message that Call Select is their EQA carrier, then the calls will not go

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through the Call Select network. The customer should contact Call Select customer service at 604-638-1111 or 1-866-638-1001 to verify the status of activation. Please note: Direct dial long distance service by a third party long distance provider does not exist in Canada/USA for cell phones. Cell phones may not be registered for Equal Access.

Advantages of Equal Access

What are the advantages of the Equal Access service offered by Call Select Inc. over the other long distance service companies? 1. Lower Rates – Call Select Inc. offers some of the lowest rates to India, Romania,

Russia, Poland, US and Canada and many other countries. 2. No Risk – Call Select bills the customer after they have made their calls, unlike

phone cards where calls are paid for before they are made and subject to possible disconnections and unavailable service.

3. No connection fees or hidden charges – Most phone cards will have hidden

charges and connection fees. 4. Honest Billing – Some companies offer rates that are based on five, ten, or even

twenty minute call lengths and their customers must use the full length of the call to take advantage of the advertised rate (i.e. call Canada for $1.00 and get twenty minutes of call length is not a good deal if you talk for only ten minutes).

5. Coverage – Call Select‟s State-of-the-Art-Network is growing everyday! Customers

can now call from almost anywhere in Canada to anywhere in the world. 6. No extra numbers to dial – With Call Select Equal Access service there are no

extra 10-10 XXXXX or local access numbers that need to be dialed before a North American or International call is placed.

B. What is Dial Up? Dial-Up long distance service is a product that Call Select offers for those customers that wish to use Call Select long distance with their cell phones or phones that cannot be pic‟d with Direct Dial or Equal Access service. This method is also known as indirect dialing as the customer must dial a local phone number (the access telephone number) to access the Call Select International network. The customer will have to „dial into‟ the access telephone number to be able to use the long distance service provided by Call Select. In order for the service to work after dialing in, the customer must have their own phone number (ANI) registered within the

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Call Select‟s database to have access to the Call Select‟s network. Activation of a qualified account will usually take effect within two (2) business days. All customers that register for Dial Up service will be sent a special welcome letter that includes two reference cards so that the customers can refer to for access numbers throughout Canada. (see card below)

Advantages of Dial Up

1. Lower Rates from your Cell Phone – Call Select Inc. offers some of the lowest

rates to India, Romania, Russia, Poland, US and Canada and many other countries from a cell phone by entering a dial up number to access Call Select‟s network.

2. No Switching – There is no need to switch from their current long distance service

provider if the Dial-up method is chosen. 3. Flexibility – Long distance can be used from any land line or cell line. 4. No Risk – Call Select bills the customer after they have made their calls, unlike

phone cards where calls are paid before they are made and subject to possible disconnections and unavailable service.

5. No Commitment – There is no commitment required from the customer to use our

service. 6. No connection fees or hidden charges – Most phone cards will have hidden

charges and connection fees. 7. Honest Billing – Some companies offer rates that are based on five, ten or even

twenty minute call lengths and their customer must have used the full length of the call to take advantage of the advertised rate. (i.e. Call Canada for $1.00 and get twenty minutes of call length-not a good deal if you talk for only ten minutes)

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8. Coverage – Call Select‟s state of the art Network is growing faster every day. Customers can use the dial up service from local calling areas all over Canada.

After account activation the client can use the dial-up system by following the following steps: Step (1): Dial the local access number Step (2) Wait for the Voice prompt Step (3) Calls to North America Dial 1 + the Area Code + the phone number OR Calls to International Destinations Dial 011 + the Country Code + City Code + the Phone Number The customer will receive a separate detailed monthly bill from Call Select for call made during the monthly billing period.

604-755-8346 ABBOTSFORD, BC

705-721-7258 BARRIE, ON

613-771-2334 BELLEVILLE, ON

519-512-1981 BRANTFORD, ON

403-313-7885 CALGARY, AB

780-669-1345 EDMONTON, AB

780-747-2007 FORT MCMURRAY, AB

780-833-8876 GRANDE PRAIRIE, AB

519-341-0749 GUELPH, ON

902-482-1146 HALIFAX, NS

905-296-0466 HAMILTON, ON

250-434-8726 KAMLOOPS, BC

250-869-8185 KELOWNA, BC

613-887-2522 KINGSTON, ON

519-342-1383 KITCHENER, ON

403-388-8766 LETHBRIDGE, AB

519-936-2547 LONDON, ON

514-908-9016 MONTREAL, PQ

250-244-8406 NANAIMO, BC

905-657-9167 NEWMARKET, ON

905-448-1672 OSHAWA, ON

613-688-3269 OTTAWA, ON

250-277-8236 PRINCE GEORGE, BC

418-210-3020 QUEBEC CITY, PQ

403-755-8606 RED DEER, AB

819-340-3074 SHERBROOKE, PQ

905-228-7093 ST. CATHARINES, ON

416-640-1500 TORONTO, ON

604-639-3393 VANCOUVER, BC

250-483-3173 VICTORIA, BC

604-966-3758 WHISTLER, BC

519-968-2618 WINDSOR, ON

204-480-4864 WINNIPEG, MB

250-244-8406 NANAIMO, BC

905-657-9167 NEWMARKET, ON

905-448-1672 OSHAWA, ON

613-688-3269 OTTAWA, ON

250-277-8236 PRINCE GEORGE, BC

418-210-3020 QUEBEC CITY, PQ

403-755-8606 RED DEER, AB

819-340-3074 SHERBROOKE, PQ

905-228-7093 ST. CATHARINES, ON

416-640-1500 TORONTO, ON

604-639-3393 VANCOUVER, BC

250-483-3173 VICTORIA, BC

604-966-3758 WHISTLER, BC

519-968-2618 WINDSOR, ON

204-480-4864 WINNIPEG, MB

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V. Long Distance Rates and Promotions

Rates

To keep us competitive, the rates we charge to our customers are constantly being reviewed by our marketing team. The review process is made up of intense LD marketing intelligence and we depend on our agent network to provide to us any new rates that our competitors may have. This review process keeps us as one of, if not the most competitive, long distance service providers in Canada. We have provided to you our current rate sheets, which are posted in the FHTM Back Office. Any updates to any of rates will be provided to you in a timely manner. Current rates may also be viewed by visiting the Call Select site through your FHTM Office Assistant.

Call Select Website

The easiest way to keep up-to-date on all our programs, or if you have a customer with a question, it is easy to check our website through your FHTM Office Assistant. Here you will find the most up-to-date information, how to make calls, check on your account. This is a vital tool that is readily available. Now you can view all your invoices online and also make payments on our secure website.

VI. What is an Order

An order is a commitment of our services to the customer after all possible questions have been answered. Remember, if you cannot answer all of the customer‟s questions or if you do not think that the customer understands all that you are trying to say to him/her, then do not enroll the customer until both you and customer are fully satisfied. An order is a complete package of paperwork with all required details filled out. This leaves no possible cause for the customer to question the order, or the intention of you or Call Select. A complete order is to be checked carefully before submission for processing. Remember an incomplete or illegible documentation will slow down or cause to stop any processing which could result in an unhappy customer and a lack of payment to the company.

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Approaching a Potential Customer: Possible opening questions: Would you be interested in saving money on your long distance bills? (We want the customer to respond to questions using YES. It’s a positive answer. Positive reaction. This sets the tone to the whole call/visit) How would you like it if I can tell you a way of saving you money on your long distance bill? (Open-ended questions are excellent. HOW, WHAT, WHO questions. Customer needs to respond to the answer by give you an answer instead of YES or NO responses. Gets customer more involved and interested) And if the answer is Yes. Ask: Where do you call the most? Quote the rate that Call Select offers to that specified country. *If the answer is no? Ask if they call within Canada or to the United States? And if the answer is Yes. Quote them our excellent Canada and United States rates *If the answer is no? You should say, Would you like me to leave my number (your contact number) with you in case your friends or family would like to use our service? Thank you for your time, and have a great day. More helpful scripts: 1. Our Customers are NUMBER 1 to us and we want to save you money!! 2. Aren‟t you tired of spending so much on your long distance bill? 3. Haven‟t you always complained that you wanted to spend less? 4. Call Select is registered with BBB (Better Business Bureau) 5. All information is strictly private and confidential. ATTN, FHTM Representatives: Existing Call Select customers may not be “transferred” or switched over through your FHTM site in order for you to get customer credit. Existing customers are NOT considered eligible prospects.

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VII. Registration Procedure

A. To Register a Customer:

Get following information and assist the customer by entering the information on the online application, through your Office Assistant: 1. Full Name (initial for first name will not be accepted) 2. Complete Address (with or without an apartment number) 3. Date of Birth 4. Contact Phone No. 5. One ID - Any one of the following: (Explain to the client that this is needed for

verification and security purposes) Provincial ID, Driver‟s License, Citizenship Card. 6. Phone number or numbers to be registered.

B. Credit Limit: (for Dial Up Customers Only)

Each new customer has a monthly limit usage. A new account is opened with $2 credit limit (for Manitoba‟s customer $10). If a new customer reaches his monthly credit limit, the system will terminate the call. For security reasons the system will not recharge the account with more credit unless the customer makes a payment in advance for how much more credit he/she needs. Once the 1st payment is received it will be posted in the account as credit. To increase the credit limit, customers must call customer service and make a payment to the account. Credit limits have been applied to Dial Up customers only to protect Call Select from fraudulent Dial Up accounts. If customers have any questions regarding increases in the credit limit, they must contact customer service. More credit can be applied by making a payment to the account.

C. Payment Method Terms Payment is due upon receipt of your bill. To avoid a late payment charge, please pay by the Payment Due Date printed on your bill. A Late Payment Charge of 1.5% will be applied to the total unpaid balance which remains after the Payment Due Date. 1. MAIL

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Make cheque payable to Call Select, P.O. Box #48227, 595 Burrard St., Vancouver, B.C. Canada. V7X 1N8. Do not mail cash. 2. BANK Most major financial institutions and bank machines accept payments of Call Select invoices. Royal Bank, CIBC, Bank of Montreal, TD Bank, Scotiabank, Canada Trust, HSBC, Laurentian Bank, and National Bank. For savings and credit unions, contact your local branch to confirm if they will accept payment of your bill. 3. TELEPHONE & INTERNET BANKING Telephone or Internet banking payments can be made at most financial institutions. Call or log on to your bank‟s bill payment service department to register. 4. PRE-AUTHORIZED PAYMENT Payments can be automatically made every month using credit card or chequing account. Monthly outstanding balances are debited on the invoice due date. Customer after receiving the Welcome Package from Call Select, they can call to our Customer Service at 1-866-638-1001 to set up the pre-authorized payment. 5. CUSTOMER SERVICE PAYMENT Customers may also call customer service to pay their outstanding bill using their credit card account. 6. ONLINE Customers can pay online at www.callselect.ca by logging in using a personal login ID and password. Customers will be directed to a payment page where they can click onto their financial institution and make a payment through MONERIS® RETURN CHEQUES A service charge of $25.00 will be applied to any returned cheques or declined preauthorized payments.

VIII. Filling Out On-Line Application Forms

Please Note: All applications must be process online, through your FHTM Office Assistant Ensure that all application forms are filled out correctly. All fields with * are mandatory. PLEASE ENSURE THE ADDRESS IS COMPLETED CORRECTLY! Make sure to ask each and every customer if they live in an apartment or condo. We do not want the mail returned to us. Fill in the postal code correctly.

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**Indicate the Current Local Service Provider if Equal Access - this field is MANDATORY! Call Select long distance is available to customers that have only the following LSP.

Local Service Provider Serving Province(s)

Aliant - Island Tel PEI

Aliant - Maritime Tel NS

Aliant - NB Tel NB

Aliant - Newfoundland Tel NL

Allstream National

Bell ON ON

Bell Quebec QC

Bell West AB, BC

Eastlink NS

FCI Broadband (Futurway) ON

Group Telecom National

Manitoba Tel (MTS) MB

Maska Tel QC

Primus National

Rogers (Sprint) National

Rogers Cable ON

Sask Tel SK

Telebec QC

Telus Alberta AB

Telus BC BC

Telus Quebec QC

Videotron Tel QC

Wintel National

DIALING METHOD Complete the appropriate Dialing Method. Equal Access or Dial Up. We are able to activate up to 3 phone numbers to each account.

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EMAIL INVOICE Ask each and every customer if they wish to have their invoices emailed to them. PRINT in CAPITAL LETTERS their email address in the appropriate field: SMITH@HOTMAIL.COM A customer service representative will email them to verify we have the correct email address. ALL INFORMATION IS PRIVATE. WE DO NOT SHARE OR SELL ANY OF OUR CUSTOMERS’ INFORMATION!!!! At the bottom of each application, please write your application tracking number and agent code for each application.

IX. Blocking Customer Accounts

Each customer will be contacted before the account is blocked. Customer accounts will be “blocked” or restricted to make any long distance calls for the following reasons: 1. Unbilled customers that have not been billed yet but have abnormally high

usage. The Collections Department will contact customers with “poor” or “no payment” history whose unbilled usage is over $100.00 and have one invoice past due. Precautionary measures will be taken for *new customers with a high unbilled usage after a couple days of being “pic‟d” for long distance. These types of accounts are blocked with the remarks “the customer reached the daily credit limit; a payment in advance is required.” The customer is informed about the block.

2. After 15 days overdue from the due date

Account becomes a “delinquent” account. *New customers with no payment history are warned for block.

3. After 31 days overdue from the due date

All customers with bad or no payment history are warned that their account will be blocked in 48 hours. Customers with a below satisfactory payment history are warned that their accounts will be blocked in 5 days.

4. After 91 days overdue from the due date

All the “delinquent” accounts will be blocked. *new customers are customers that have signed up for Call Select long distance within 3 months.