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| Prepare | Hello and thank you for calling. This is (Agent name) on a recorded line. Are you looking for new home services? | ||
| 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. Let me quickly redirect you to the correct support line for faster assistance.” Provide the customer support line of the relevant provider |
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| Acquire new services | Can you please provide the full service address to check coverage? | ||
| Open ended qustions *Suggested |
Internet | Are you looking into high speed internet? Do you have streaming applications on your TVs:? Do you work from home and use any calling or video calling applications? |
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| Phone | Do you have also mobile phones connected to the WIFI or tablets? IF Spectrum available: Which is your current provider? |
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| 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? |
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| 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? |
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| 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. “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.” Plant the seed for Security Systems |
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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 | 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. If payment processed using another party, obtain verbal constent from card holder. |
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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 | ||
| 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?” |
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| 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” |
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