Vonage queues:
18554785996 – Affiliate Mazama
18554786081 – Affiliate Mazama
Happy Quote- ACP
Reliable Leads LLC- ACP
LeadVIPS- ACP
Fingerthink- ACP
Mazama-ACP
S&A Wholesale Inc DBA Trendy Communications- ACP
Chatman Communication Corporation- ACP
Intelemedia Communications, Inc.- ACP
Transversal LLC- ACP
Traffichaus LLC- ACP
| Prepare | If Vonage prompts any of the affiliates listed then: | |
| Thank you for calling! My name is (Agent) on a recorded line. Are you looking to sign up for new service today? | ||
| Rapport and Qualify | “You are in right hands!”
Is customer looking for a new service? |
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| Yes: Validate if customer already has ACP number. “Do you have ACP number you can share with me?” | If answer is NO, then validate if Customer looking to add ACP discount to existing service. | |
| 1. If customer has ACP number, Follow standard sale process and enter ACP Number in Buyflow2. If customer does not have ACP, Informof Process: “We will sign you up for new service” and share the website to apply at the link: getinternet.gov for The Affordable Care Program. Once your eligibility has been determined, Call Customer Support and have them apply your ACP# to have the credit appear on your FOLLOWING bill. |
Share Customer Service Number (When applicable inform the customer that once installation occurs, they must call customer service and confirm their ACP# has been applied to their account) |
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| Open ended questions | “Let me ask you a couple of questions that can help us determine the best option to meet your needs”
– “How many devices do you normally connect to internet”? “Thank you very much for all the information provided. Let me check on our systems the best fit based on your needs” What about an icebreaker! Let´s use NFL season to build some rapport with your customer! – “Are you a fan of XXX ? I am sure you would like to see all upcoming games with the family! |
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| Solve the need | Customer has Spectrum available:
“Great news!” I am glad to share we have great coverage with Spectrum at your service address. |
Customer does not have Spectrum available or there is no interest in this provider
“Great news!” I am glad to share we have great coverage with (name the provider) at your service address. |
| Personalize pitch | Use lead offer of provider – Share the top option available using 1 or 2 benefits with features tied to customer´s needs |
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| Explore and assume | “Based on our conversation, I can set up your service to be installed by …. So you can start using your service right away.” | |
| Close the sale | ||
| Terms and conditions | Please read all terms and conditions to customer and provide the relevant information towards billing Confirm the contact information of the customer in the system and make sure you do share correct expectations about all products and services included in upcoming bills. | |
| Security transfer | Time to add some more value! Process the transfer process. Remember to complete a warm transfer, and share all relevant information from the customer to the next rep for an outstanding customer experience! “It has been a pleasure to talk to you today! Congratulations on the new services. I am leaving you in the hands of _____, an expert from the Home Security team for your free quote. Have an amazing day!” |
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