| English | |||
| Prepare | Thank you for calling, my name is …. On a recorded line, and I am your home services advisor today. How can I help you? | ||
| Rapport and qualify
Quickly qualify your lead and capture address for coverage. |
Rapport | “I will be more than happy to help you. May I please know your name?” | |
| Customer service, Billing, Technical Support, account changes | “I understand you’re looking for customer support. While we provide comparisons and sales for various providers, direct support is best handled by the provider’s customer service team. Let me quickly redirect you to the correct support line for faster assistance.” Provide the customer support line of the relevant provider |
||
| Customer service: Cancel services, lower bill | “I understand you want to cancel services/lower bill, I can sure help you find some alternatives to your current provider Could you please share the service address to validate coverage?” | ||
| Cancel services/lower bill: | I understand you are not satisfied with your current servces. I can help you look for alternative providers in your area to get a better deal. Please provide me with your full address so we can check offers available | ||
| Acquire new services | “Great, you’ve come to the right place! We specialize in finding the best internet and home security solutions tailored to your needs and budget. May I ask a few quick questions to better understand your requirements?” | ||
| Open ended questions *Suggested |
Cancel services/Lower bill:
“I can look into alternatives for your current provider” |
Which is your current provider? How much are you paying? Do you have a bundle? What is the reason for your cancellation? Do you want to look at a similar plan? |
|
| Internet | Do you have any smart TVs 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? |
||
| Phone | Do you have any security system connected to the phone line? How do you communicate with your love ones? How important is it for you to have a backup phone service in case of emergencies? How often do you make or receive calls at home? |
||
| TV | Do you stream in any platform like Netflix, HBO or Hulu? Do you watch sports, movies, soap operas or enjoy watching the news? What are your favorite genres or types of shows, movies, or sports that you enjoy watching? How do you prefer to watch your content, such as live, recorded, or on-demand? |
||
| Home Security | Do you use any type of monitoring system or cameras in your house? How do you currently protect your home from intruders, fire, or other hazards? |
||
| 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. |
|
| 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.”While we’re finding the perfect plan for you, have you considered enhancing your home experience with our mobile plans or TV services? We offer competitive packages that could complement your current selection.” (Briefly introduce mobile and TV services if the customer shows interest.)Plant the seed for Security Systems |
|
| 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. |
|
| Close the sale | Recap the call and plant the seed for security | Process payment following CPNI guidelines, schedule as needed in system, and include any discount codes/gift cards as applicable. | |
| 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 | ||
| Spectrum | Alder | ||
| Security transfer | Before providing order/account number | Pitch: “I’m glad that I was able to set you up with new (internet/TV) today – I know you’re going to enjoy the service. As a special thank you for ordering, I can also provide you with a one-time exclusive discount on the security service that includes a free Camera with Vivint. Let me bring my Security Specialist on the line, Okay?”
Short Version: “I’m happy I got you set up with your new internet/TV today. You will love it. As a thank you, I can offer you a free Security Camera with Vivint. Shall I connect you with my Security Specialist?” |
|
| Warm transfer to security. Not applicable for ACP customers with no payments taken |
Step 1: Connect with agent of Security Team:
“Hello, my name is …, and I have Mr/Mrs XX on the line. We have completed the acquisition of (provider name and product). Mr./Mrs XX is (Home owner/Renter). He currently (has/does not have) monitoring system. He lives in (apartment/house/other)” |
Step 2: Recap and connect the call
“Mr/Mrs XX, I am glad we were able to complete our process, keep in mind your installation/delivery/activation will happen on XXX. I have (Name of the agent of security team) who is our security expert,who will be able to give you more details about current offers and promotions available for you. Thank you very much for choosing us and please have an excellent rest of your day” |
|
