| English | ||||
| Prepare |
“thank you for calling your Affordable Internet Program Advisor, My name is (NAME) on a recorded line. Are you looking to sign up for new services today?” |
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| Rapport and qualify | Rapport | “I will be more than happy to help you” | ||
| Determine call reason | ||||
| Customer service, Billing, Technical Support | “May I know which is your current provider?” Look for the CS number using directory “Do you have a piece of paper available? You can reach the customer service team at (provide number) to get your issue resolved.”Thank the caller and disposition the call as Customer Service/Technical Support |
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| ACP: (Key words: Free internet, free devices, lower bill) ASK: “Are you already enrolled in the affordable connectivity program, or do you have already a code?” |
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| If customer is already enrolled in ACP program or has the code, ask: Do you already have an internet service provider”? If customer says yes, then ask: “Are you interested in switching to a different provider?” If customer says no: “In order for you to start enjoying your connectivity program, please contact your current provider customer service team, and share with them the code assigned so they can apply it on your bill” |
Customer not enrolled in ACP, but has a provider: “Will you be interested in looking switching providers?” Customer says No. “To enroll in the affordable connectivity program is very simple, you can do this by going on the web site or calling the ACP team, and you can do the application directly. Once you get the approval, they will grant you with a code you can use by calling your current provider´s customer service. Once this is done, you will start enjoying the benefit” |
Customer not enrolled in ACP, but has a provider: “Will you be interested in looking switching providers?” Customer says Yes “Let me look at the alternatives in your area. May I please have the address where the service is required?” Is this for a residential home or a business? |
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| Customer not enrolled in ACP and does not have a provider: “Let me share a little bit of the connectivity program. Let me introduce you the ACP, The Affordable Connectivity Program (ACP) is designed to help eligible households in the United States afford internet service, while the program provides a subsidy to reduce the cost of monthly internet bills.”Pre-qualify: “These are some of the standard requirements, let me know if any of these possibly apply: 1. Families who are eligible for government assistance like snap, IC, Medicare, SSI, affordable housing, section 8, American Indians, Alaska natives, native Hawaiians, 2. Based off household income 3. Veterans’ pension/ disabled veterans / veterans on disability or SSI 4. Survivor benefits – widows, surviving divorce, families whos breadwinner has passed away. families who have children who are in the free or reduced price lunches. people who have received a federal pell grant people enrolled in lifeline 5. Natives that life on qualifying tribal lands & receives assistance like TANF 6. Emancipated minors” |
Customer does not pre-qualify to ACP program: “Keep in mind you can also apply to any state or local program, in the meantime, let’s look for the available offers in your address. Can you please provide it to me?” Is this for a residential home or a business? |
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| Customer pre-qualifies to ACP program: “Based on our answers it looks like you may be eligible for the program, can I get the address that you would like to get service?” Is this for a residential home or a business? We are targeting Spectrum and Optimum as main provider |
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| Validate coverage | Enter the address with customer’s information in Bundle and look for the providers available. At this point, do not share with the customer the name of the provider, but instead, go to the probing phase | |||
| Open ended questions | Internet | Do you have any smart TVs at home? How many computers/laptops do you connect in your house? Do you also have any gaming console? Do you guys like streaming or maybe play online games in either the consoles or your computers? |
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| Phone | ||||
| TV | Do you stream in any platform like Netflix, HBO or Hulu? Do you watch sports, movies, soap operas or enjoy watching the news? |
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| Home Security | Do you use any type of monitoring system or cameras in your house? | |||
| Solve | Present the type of plan customer might need to resolve the needs presented during the probing questions. | “Based on our conversation, my suggestion is for you to acquire a plan with at least… that way you can… ”
In this step, you do not inform customer about brand nor pricing |
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| Personalize pitch | Present branding (name of provider) actual plan and tie features to benefits and present additional products available for customer. Handling objections using information gathered from the Open ended questions phase | “Now that we’ve gone over the solution, let’s talk about how it can be tailored to your specific needs. (Provider name) offers you a plan which includes (mention based on solution the best highlights) which will allow you to (tie feature to benefit)”
Mention at least 3 features tied to benefit based on the customer needs. “With this plan, you can also enjoy (mention add ons such as TV, phone, protection) which will help you enjoy (use the information gathered during probbing to position tied to benefit) |
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| Educate and assume | Provide customer information about the plan purchased, billing information, features/equipment included shipping expectations as well as installation if available with dates and next steps | This plan includes (features and additional services) The equipment you will receive () Installation details: Self installed or professional installation options Installation and shipping dates: Equipment will be delivered on () and/or installer can be in your address by () Fees and promotions: Your plan has a total cost of (). In the case of a promo: “The promotional price will be available for X months and your contract will be for (). After x time, you will be charged with x price. |
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| Close the sale | Process payment following CPNI guidelines, schedule as needed in system, and include any discount codes/gift cards as applicable | Customer is the credit card owner to process payment: Read CPNI to gain verbal consent to use credit card and process payment | Customer is not the credit card owner to process the payment “In order to process the payment, we need verbal consent from the card owner. Can we please bring the card owner to the call? |
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| Terms and conditions | Follow guidelines as per provider’s requirements to cover mandatory scripting and/or legal information | AT&T | Viasat | |
| DirecTV | Earthlink | |||
| Frontier | Xfinity | |||
| Optimum | Spectrum | |||
| Fidium | Wow | |||
| Security transfer | Warm transfer to security.
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Not applicable for ACP customers | ||
