PROSPECTS ICC

P.R.O.S.P.E.C.T.S. / By


📞 Call Flow (PROSPECTS)

P Prepare – Greeting & Disclosure
“Hello, thank you for calling. My name is [Agent], and we are speaking on a recorded line. Who do I have the pleasure of speaking with today?”
R Rapport & Qualify – Validate & Document
  • “How may I help you today? Are you looking to set up new services?”
  • Capture: ZIP, house number, street to check coverage.
  • Residency: “Have you lived at this address for more than a year?” → If No, collect previous address.
  • Confirm spelling of full name and email.
  • Imperative: Match customer information in both provider portal and bundle portal. If sale not completed, void BP order with comment + correct disposition.
O Open-ended Questions – Discovery
Document answers for tie-backs in pitch.

🌐 Internet

  • How does your household use the internet?
  • How many devices are online?
  • Any gamers/content creators?

📺 TV

  • Favorite shows/genres?
  • Live vs streaming vs on-demand?
  • Must-have channels?

📱 Mobile

  • How many lines?
  • Main uses?
  • Current provider & satisfaction?

🏠 Security

  • Current security equipment?
  • Deterrence vs 24/7 monitoring?
  • Any incidents motivating protection?
S Solve – Recommend Fit (no pricing yet)
“Based on what you shared, I recommend [XX speed/package] since you mentioned [tie-back]. Providers at your address: Spectrum / Optimum / Frontier / DirecTV.”
P Personalize Pitch – SWAPDZ + Broadband Label
  • Introduce Broadband Label before promos.
  • SWAPDZ: Why → Price → Discount → Assume.
  • Offer 2 clear options; assume the close.
E Educate & Assume – Process Overview
  • Plan includes: [services/features]
  • Equipment: [modem, router, set-top box]
  • Install: self or professional
  • Shipping ETA
  • Billing: promo months + standard rate
  • Add-ons: mobile, TV, security
C Close – Consent & Payment
  • Confirm account holder + payment method holder consent.
  • Process payment per CPNI guidelines.
T Terms & Conditions – Acceptance
  • Read exact provider T&Cs. Ask explicit “Yes”.
  • Comcast: keypad acceptance required.
S Secure Installation – Recap + Vivint Pitch
  • Recap: services, equipment, install type/time, 18+ requirement.
  • Self-install: remind to connect boxes; Mobile: place test call.
  • Billing breakdown; confirmation email sent.
  • Upsell Vivint with $120 discount, warm transfer.

🔎 Discovery Question Bank

  • Internet: household use, devices, gaming/creation
  • TV: genres, style (live vs streaming), must-have channels
  • Mobile: lines, uses, provider satisfaction
  • Security: equipment, monitoring preference, incidents

🧭 Objection Handling – Quick Plays

💵 Price – “Too expensive”
  • Acknowledge budget concern.
  • Reframe with Broadband Label + promo savings.
  • Resolve: tie-back, secure today.
🌐 Internet – “I’m happy with provider”
  • Acknowledge reliability.
  • Reframe: faster speeds/savings possible.
  • Resolve: check address for Spectrum/Optimum/Frontier.
📺 TV – “Don’t watch / Happy with provider”
  • Spectrum: Internet + streaming bundles.
  • Optimum/Frontier: bundled value.
  • DirecTV: live sports/premium channels.
📱 Mobile – “Don’t want to switch”
  • Acknowledge hassle.
  • Reframe: keep number/device; bundling saves.
  • Resolve: review lines, show savings.
🏠 Security – “I feel safe”
  • Acknowledge.
  • Reframe: peace of mind for future.
  • Resolve: Vivint $120 discount, connect specialist.
⏱️ Timing – “I’ll think about it”
  • Acknowledge.
  • Reframe: promos change daily.
  • Resolve: secure now, choose install slot.
👪 Decision Maker – “Need to talk to family”
  • Acknowledge importance.
  • Reframe: lock promo, spouse reviews email.
  • Resolve: schedule install, adjust later if needed.
📦 Installation – “No technician”
  • Acknowledge.
  • Reframe: self-install kit option.
  • Resolve: ask preference for self vs pro.

💡 Quick Recommendations by Stage

  • Prepare: State disclosure, set warm tone.
  • Rapport: Confirm info, portals aligned, void BP order if abandoned.
  • Open: Start broad, then specifics, document tie-backs.
  • Solve: Recommend 1 fit + backup, no pricing yet.
  • Personalize: Present Broadband Label, 2 clear options, assume close.
  • Educate: Explain install, shipping, billing clearly.
  • Close: Ask consent, process payment with compliance.
  • Terms: Read verbatim, explicit “Yes”, Comcast keypad if required.
  • Secure Install: Recap details, confirm 18+ present, Vivint pitch.

📝 Note Template (Post-Call Order Summary)

Spectrum 
Internet: $[____]
TV: $[____]
Home Phone: [Yes / No]
Mobile Type: [BYOD / New Spectrum Phone / Not Included]
Number Type: [New Number / Port-In]
Device Name (if Spectrum Phone): [____]
Monthly Installment: $[____]

PRICE BREAKDOWN
Internet: $[____]
TV: $[____]
Home Phone: $[____ / N/A]
Mobile Line: $[____ / Free Line]
Device Installment: $[____ / N/A]
Total Monthly Bill (Before Taxes): $[____]

Install Type: [Self-Install / Pro-Install]
Install Date: [MM/DD/YYYY]
Install Time: [HH:MM AM/PM]

One-Time Charges
Install Charge: [Pro Install – $65]
Self-Install Fee: [$30]
Other One-Time Charges: [$____]
Non-Spectrum (Optimum / Frontier / DirecTV) 
Number of boxes: [____]
Wi‑Fi Included: [Yes / No]
Payment Upfront: [Yes / No / Amount $____]
Type of installation: [Self-Install / Pro-Install]
Estimated delivery time: [____]
Monthly Charge: $[____]
First Payment: $[____]
Reason mobile line not included: [____]

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