o THANK YOU FOR CALLING THIS IS DAVID , ARE YOU LOOKING FOR RESIDENTIAL OR COMMERICAL SERVICES?
o Once the customer has stated his concern we should properly acknowledge and proceed ahead to gathering the customers information
Information Gathering
o We should ask for the Customer’s Name and Best Call Back Number immediately after acknowledging the concern raised by the customer
o MAKE SURE to Gather the information from the customer.
o Simply gathering the Customers name is not enough, We have to ensure we personalizethe call and address the customer with his/her first name throughout the call
o Upon gathering the address, Remember to phonetically confirm the street name.
o We would need to ask if there is any additional APT UNIT FL number
o If we have not already then we need to confirm about residential and commercial address at this point
Qualifying Question
o The Proper Qualifying Question where applicable should be asked from all customers
Effective Probing
o Should not start discovery with a close ended question, DO NOT ask questions such as what service are you looking for?
o SE’s should be probing for the needs of the customer appropriately by asking Open Ended Questions as discovery plays a key role in choosing which package is most beneficial for the customer
Internet Probing:
1) Usage Activities on internet
2) Devices to use on internet
3) Users of internet
Cable Probing:
1) Number of TVs
2) Ask about channel names (SELECT PACKAGE ACCORDINGLY)
3) Premium channels
4) Ask the customer if he/she requires recording capacity
Phone Probing:
1) Long distance calling
2) International Calls
3) Children or elder family who may not use cellphones
Pointers
o Always complete the discovery part first before disclosing any prices
o Customization Options should be discussed while probing for service
o Package Presentation & Positioning It is important to remember that the best value for the customer is not always the lowest price or the newest promotion, we create the need of the service and sell the value of its products that match a customer’s needs.
o We should always start with the Top Down selling approach
o While quoting the monthly price of the package Quote MRC (Monthly recurring charge) comprising of the Package Fee, Equipment Charges and any Add On services if any and let the customer know in a clear manner
o Before we start to gather the customer personal information, It is MANDATORY to inform the customer of all Monthly & One Time Fees AND CONTRACT TERM
o If the customer doesn’t have an email address so please ask for any friends or family members email address, if none provided simply proceed with none@none.com
o Should recap the package at least once in the call
o Questions about taxes and surcharges. WE ARE NOT TO QUOTE ANY %age (TAXES FEES SURCHARGES ACCORDING TO YOUR AREA)
o Before giving out the OCN, ALWAYS read out partner specific mandatory Disclaimers.
Closing
o Our Job is not just to sign up the customer, but it is to ensure the service will be installed. This can only be done if the customer leaves satisfied with the service he has been provided over the phone, Through US. Do not leave any concern unanswered
o Always close the call by thanking the customer and asking if they require any further assistance