In this campaigns we have to offer Earthlink as the only option. DO NOT MENTION, POSITION or SELL Spectrum. However, if the customer declined the offer, the sales agent must transfer the call to the internal QUEUE (Spectrum spanish)
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| Prepare: Check Vonage for the queue and be attentive at whispers and pop-ups shown on your browser to determine the type of call. Then, open the call with a warm and enthusiastic tone of voice including your name and mention that the call is being recorded. | ||
| English | Spanish | |
| Thank you for calling Earthlink, my name is (agent name). Can I have your name?, Thank you (Customers’ name), How can I help you today? Are you looking for a new TV, Internet, or Mobile services? | Gracias por llamar a Earthlink. Mi nombre es (nombre del agente). ¿Me permites conocer tu nombre por favor? (Nombre del cliente), ¿Cómo te puedo ayudar el día de hoy? ¿Estás buscando nuevo servicio de internet, tv o móvil? |
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2) Rapport & Qualify
3) Open-ended Questions
4) Solve Needs
5) Personalize The Pitch
6) Explore And Assume
7) Close The Sale
8) Terms, Conditions and Closing
9) Security Transfer