P.R.O.S.P.E.C.T.S Retail support – English

P.R.O.S.P.E.C.T.S. / By

EN

Home Services Advisor — Call Flow

Stages: Prepare • Rapport & Qualify • Open Questions • Solve • Personalize • Educate & Assume • Close • Terms • Security Transfer

PrepareRapportOpen QsSolvePersonalizeEducateCloseT&CSecurity

P

Prepare — Opening

“Hello and thank you for calling. My name is [Agent’s Name] on a recorded line, and I’ll be your Home Services Advisor today. How can I assist you?”

R

Rapport & Qualify

  • Build rapport: “I’ll be more than happy to help you! May I please have your name?”
Commissions — Quick Actions


Portal / AM Requests / Affiliate Interest


Sales Support — Spectrum / Optimum / AT&T


O

Open-Ended Questions

  • Customer info: confirm name, phone, email, address. Capture SSN/DOB if required. Ask if at address 1+ years; if not, capture previous.
  • Plan & provider: confirm desired provider; offer alternatives; assess needs (speed, bundles, wireless plan).
  • Retailer info: business name, owner, sales ID, portal email.
  • Security prompt: “Did you mention our Home Security systems to the customer?”

S

Solve

  • Confirm all info in system.
  • Recommend best-fit plan: “Based on your comments, I suggest this plan — it saves your customer more money and increases your commission.”

P

Personalize the Pitch

If speaking with the Retailer
  • Remind additional services available.
  • Best package combinations for customer needs.
  • Reinforce how bundles increase commission & customer value.
If speaking directly with the Customer — Quick Scripts


E

Educate & Assume

  • Review features/services included.
  • Equipment shipping/install dates.
  • Self-install vs. professional install.
  • Promo/contract details (length, pricing changes).
Free Mobile Line Upsell: “Along with your internet service, you also qualify for a free mobile line. It includes [benefits: data, calls, texts] at no extra charge. Would you like me to activate it today so you can start enjoying it right away?”

C

Close the Sale

  • Confirm Customer Information: ensure name, phone, email, address belong to the actual customer (not the retailer).
  • Confirm Retailer Information: verify retailer name & email so order links under retailer account but attributes to the customer.
  • Recap Before Submit: review details and pricing with partner/customer.
  • Finalize: confirm payment (CPNI), schedule install/delivery, apply discounts/promos.

T

Terms & Conditions

  • Follow provider-specific scripting and legal requirements (AT&T, Spectrum, Optimum, etc.).

S

Security Transfer (Vivint)

If speaking with the Retailer — Reminders


If speaking directly with the Customer — Pitch & Warm Transfer


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