P.R.O.S.P.E.C.T.S. – XYZies Certification

P.R.O.S.P.E.C.T.S. is a road map for you on how an interaction should go. In consecutive order, it provides you with prompts on what to do, how to do it, what to say, and what questions to ask. It is a formula for how you will handle calls from the beginning of the interaction to the resolution. Check your Vonage for the queue and be attentive at whispers and pop-ups shown on your browser to determine the type of call:
P	Prepare	Review queue	Google
			Affiliate
			Smarterhome ENG
			Smarterhome SPA
			Dennis Denmark
			Nebraska
			Barone (Pilot)
		Select call flow	Click on the name above and validate the call process
		Do the opening	Open the call with enthusiasm
R	Rapport and qualify	Acknowledge the customer´s request	¨¨I´ll be more than happy to help you!
		Qualify the type of customer	Customer service or technical support

			New services
O	Open ended questions	We ask questions to: 1. Determine the actual need of the customer 2. Have customer acknowledge their actual need 3. Gather information to overcome objections
S	Solve	Show how your product or service can solve the customer’s needs or address pain points.
P	Personalize pitch	Use the information gathered during your research and the answers the customer has provided to tailor your lead offer and showcase how this solution is the perfect fit for them. Be clear about the brand you are positioning, this way you will match the customers’ needs and preferences.
E	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
C	Close the sale	Process payment following CPNI guidelines, schedule as needed in system, and include any discount codes/gift cards as applicable.
T	Terms and conditions	Read the terms and conditions throughout the sales call, add value by giving the customer the information about Smart home ecosystems designed to protect their home and then, conclude on key points and order details. Provide the security offer and close the interaction by thanking the customer and assessing any additional concerns.
S	Security transfer	Get in touch with the Security department, give them the customer’s name, phone number and physical address, thus a brief expectation of what the customer know already about the service, then make a warm transfer.