| English | |||
| Prepare | Thank you for your interest in Nebraska Furniture Mart’s exclusive offer, my name is (agent name) on a recorded line. May I please have your name? Nice to meet you, How can I help you today? |
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| Rapport and qualify | Rapport | “I will be more than happy to help you. May I please know your name?” | |
| 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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| Acquire new services | “You are in the right hands, please let me know the address where the service is required to validate coverage and the best deals” | ||
| Open ended questions | 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? |
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| Phone | Do you have any security system connected to the phone line? How do you communicate with your love ones? |
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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? |
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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 | 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 (IVR) | ||
| Optimum | Spectrum | ||
| Fidium | Wow | ||
| Alder | |||
| Security transfer | Warm transfer to security. | 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” |
