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| Rapport and qualify: Use positive sentences with the costumer by finding common ground or shared interests to resolve the customers’ requests and acquire basic information to create the customer’s profile. Foster a positive and friendly relationship, which will help establish trust and open lines of communication. | ||
| (If the customer is enrolled in a goverment assistance program or ACP) you say: I am more than happy to assist you, you have reached the right person to help you finding the best on the market. Please confirm for me if you are enrolled in any goverment assistance or the ACP program. (If the customer is not enrolled to any of this programs we cannot give any free internet to them.) (Yes, XXX goverment assistance). You say: I would need to first check coverage in your area. Can you please then provide me with your name and the full address where you will require the services to check the options available?, may I get your email and in case is needed?, can you please confirm a callback number? (If the customer is NOT enrolled in a goverment assistance program or ACP) we cannot give you free internet at this time, you must be enrolled to a goverment assistance program to receive your free internet service. |
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