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| Prepare | Hello and thank you for calling SmarterHome.ai, your trusted guide for Home Services. My name is [Agent’s Name] on a recorded line. How can I assist you today?” | ||
| Rapport and qualify
Quickly qualify your lead and capture address for coverage. |
Rapport | “You are sure in the right hands. I’lbe more than happy to help you.” | |
| Google-Yelp Verification call | “We support the store, but we are not physically present, however, let me share the contact information from the direct line”
Use the information in the POP UP from Vonage and share with the caller. Thank the caller and close the call. |
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| Information about specific store | Caller may be looking for store hours, or a specific person. If that is the case:
”We support the store, but we are not physically present, however, let me share the contact information from the direct line, and I can always help you place your order over the phone” Use the information in the POP UP from Bundle Portal and share with the caller. Thank the caller and close the call. |
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| Joining Smarter Home program | “We’ll be more than happy to have you onboard! Please provide me with your contact information, and one of our managers will contact you shortly”
Raise your hand and share the information with your supervisor to create a support ticket to get a manager contact the prospect. Thank the caller and close the call. |
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| 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 or do you rent? 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: “I understand you’re looking for customer support. Direct support is best handled by the provider’s customer service team. Please find their direct contact number in your bill.” “And just f calling today, we’re offering $120 discount for a complete security service with our ally Vivint. Let me quickly connect you with one of our experts.” |
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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 or do you rent? 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: “I understand you’re looking for customer support. Direct support is best handled by the provider’s customer service team. Please find their direct contact number in your bill.” “And just f calling today, we’re offering $120 discount for a complete security service with our ally Vivint. Let me quickly connect you with one of our experts.” |
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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 declinesor no offer available then: “I understand you’re looking for customer support. Direct support is best handled by the provider’s customer service team. Please find their direct contact number in your bill.” “And just f calling today, we’re offering $120 discount for a complete security service with our ally Vivint. Let me quickly connect you with one of our experts.” |
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| Acquire new services | “You are in good hands. Let me share the best options for you!”
Note: If the call is coming from STP, have ready your Smarterhome.ai site, share that screen only and walk the customer through the options. All calls from STP are targeting spectrum. Gather customer’s information: Can I please have your ZIP code to check coverage? Can you please share your house number and street name? –“Are you currently using any internet service at home?” |
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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 | WireIess: I guess you will connect the cellphones to the internet too) … How many lines do you have? How much are you currently paying for it? What kind of phone do you have?Landline: Do you have any security system connected to the phone line? How do you communicate with your love ones? How important is it for you to have a backup phone service in case of emergencies? How often do you make or receive calls at home? |
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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 |
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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 and pitch security transfer | Process payment following CPNI guidelines, schedule as needed in system, and include any discount codes/gift cards as applicable. “Now that we have covered your internet needs, let’s secure your home!” |
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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 | ||
| 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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| Google Reviews | Advise customer they will receive SMS with order number + review link | (NAME) you will also receive a text message with your order number, and also with a link to provide a review based on the service you received today, we really appreciate your time completing this. Please follow the instructions and if you have a google account, we would really appreciate a review via that option! (Just Completed Sales) | |
| 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 | |
