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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.” | |
| Customer service, Billing, account changes | Can I please have your ZIP code? Can you please share your house number and street name? Is this a business or is it residential? Are you the home owner? What is your current service provider? How much are you paying with them? I have a great opportunity to reduce your bill today or / I have the possibility to save you money on your service provider bill. If caller declines or no offer available then: |
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| Customer service: Technical support | Can I please have your ZIP code? Can you please share your house number and street name? Is this a business or is it residential? Are you the home owner?What is your current service provider? How long have you been having issues?I can help you find an alternative to your current provider. If caller declines then: |
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| Cancel lower bill: | Can I please have your ZIP code to check coverage? Can you please share your house number and street name? Is this a business or is it residential? Are you the home owner?What is your current service provider? How much are you paying with them? I have a great opportunity to reduce your bill today or / I have the possibility to save you money on your service provider bill. If caller declines or no offer available then: |
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| Acquire new services | “Great, you’ve come to the right place! Can I please have your ZIP code to check coverage? Can you please share your house number and street name? Could I also have your full name and telephone number please? Is this a business or is it residential?-“Are you currently using any internet service at home?” If yes: “Which is your current company?” “Have you had services with Spectrum?” |
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| Troubleshooting coverage | Spectrum: Always call Serviceability to confirm geo location. Dial 8446105092 and provide quickly customer full address. Optimum: Contact support team to validate coverage. Dial 8338702039 and provide quickly customer full address. Frontier: Contact order entry assistance to validate coverage. Dial 8445914880 and provide quickly customer full addressUnable to complete order due to prepayment: “At this time we are unable to process the order under your name on this location. Is there anyone else at home that can help us?” |
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| Open ended questions *Suggested |
Internet | What do you use the internet for? (I guess you will connect the cellphones to the internet too) 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 / Wireless | (IF COVERAGE WITH A PROVIDER THAT HAS WIRELESS)
I guess you will connect the cellphones to the internet too) … How many lines do you have? |
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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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| Personalize pitch | Continue SWPDAZ Why? Price! Discount! Assume |
“Based on our conversation, my suggestion is for you to acquire a plan with at least (XX INTERNET SPEED)… that way you can…(tiebacks to what customer said they use internet for)
“So we have the following providers available for you: (LIST PROVIDERS AVAILABLE COVERAGE) and I am going to recommend (BEST PROVIDER AVAILABLE, IF SPC AVAILABLE ALWAYS USE THEM)
If SPC: I have 2 great deals for you today. The first includes (FIRST BUNDLE OPTION). Normally this costs $X.xx, but I was able to get you a great discount and today It will only cost you $xx.xx. Also I will include a free mobile line for 12 months. Or the second option is (SECOND BUNDLE OPTION), with the free mobile line for only $x.xx. Which one do you prefer so I can lock in the deal?
If ATT (CPNI)/Optimum: I have 2 great deals for you today. The first includes (FIRST BUNDLE OPTION). Normally this costs $X.xx, but I was able to get you a great discount and today It will only cost you $xx.xx. Also I will give you (xx) lines for just $xx.x Or the second option is (SECOND BUNDLE OPTION) for only $x.xx. Which one do you prefer so I can lock in the deal?
If Viasat SATELLITE ONLY: As you have satellite coverage, I have a great internet deal for you today. Normally this costs $X.xx, but I was able to get you a great discount and today It will only cost you $xxx.xx. Let me go ahead and lock in that deal for you.
If Earthlink: I have a great internet deal for you today. Normally this costs $X.xx, but I was able to get you a great discount and today It will only cost you $xxx.xx. Let me go ahead and lock in that deal for you.
ASSUME: Plant the seed for Security Systems: “Seems you are also eligible for a great deal with one of our partners in Security systems. Let´s move with scheduling your installation, so we can get more details on this promo” |
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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 | ZIP IT – Let the customer acknowledge the offer and listen, don’t talk! | |
| Broadband Label | Ask client if they are happy to receive Broadband Label (THIS IS MANDATORY) | (NAME) We would also like to send you a broadband label with the features of your internet or mobile service purchased today, by email or text message. Is that ok?
IF SPC: READ THE BROADBAND LABEL VERBATUM SPECIFIC TO SPC |
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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 we were able to set you up with your new home services today. As a token of our appreciation, we’re offering $120 discount for a complete security service with our ally Vivint. Let me quickly connect you with one of our experts. Thank you for choosing (PROVIDER) |
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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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| Disposition | Follow the correct process to disposition the call | Remember to update disposition correctly in Vonage – If there is ONLY satellite coverage available, use the SATELLITE COVERAGE disposition even if there was a declined offer | |