Notes

opening spiel
first name: no name
last name: no name
phone # :
"should you call again, you can
email add:
"for quality assurance purposes, you may be selected to receive a survey regarding your service experience"
"to get started, may i have the model and version number of your linksys device?"
model #: ea4500
version #:
"and to validate the entitlement status of your linksys device, may i have the serial number?"
serial #:10C77895289
**if customer said they just purchase it, ask for the DOP**

possible probing questions:
"what do you mean when you say ....?"
"what happened before you lost the internet connection?"
"have you tried to restart the device?"
"does this happen often?"
"Is this the first time you encounter this kind of problem?"
"did you see any error message?"




*****IF UNDER WARRANTY*****
CAS- 1 year Complimentary Assistance Support and 1 year HardWare
"We also have another option which we called Direct Connect. This is where I can securely connect to your computer and take over from there to troubleshoot it. Most likely this is the option that our customers prefer because its fast and saves you the hustle. On your end, you'll be able to see what i'm doing and I will also explain the things that i'm doing so that it will give you an idea where to go to just in case you need to configure it again. And I will also show you the features of our product. And if ever, just in case I'm not successful in resolving your issue, I will give you your money back because its 100% refundable.
So, which would you prefer, Direct Connect or the Manual troubleshooting?"

DC -Direct Connect
-remote access for $9.99 (1 time 14 days grace period)
DCU -Direct Connect Unlimited
-remote access for $19.99 (covers 1 year/depends on the warranty of the hardware)

*****IF OUT OF WARRANTY*****
"It shows here in our system that the device and your free phone support were only valid until ______"
***IF THE CONCERN QUALIFIES FOR 30 SECONDS FIX***
-if the customer wants to check some information about his device then proceed with 30-second fix and or they want to change their Network SSID and Channel, but if customer wants to change something then proceed to pitch PC/PC6.
"usually we will discuss the paid options. since what you need is just some information, i can assist you for free, but if we get to a part that you need to change some settings on your router, then, i'll have to explain the options so we can proceed to troubleshooting, ok?"

***IF THE CONCERN DOESN'T QUALIFY FOR 30 SECONDS FIX***
"I'd like to share your options"
PC (Phase Connect) *refundable but dont proactively say it*
-$29.99
-1 time support plan with a 14 day grace period
-free remote access


PC 6 (Phase Connect 6) *refundable but dont proactively say it*
-$39.99
-6 months unlimited service
-free remote access


if the customer is not in a hurry or doesn't have an AC device, mention PC and PC6 but recommend LTR(upgrade/new device)

Pre-qualification steps for refund/defective device
-check physical connections(lights)
-attempt to access the UI, if it prompts for the username and password, then proceed to payment and troubleshooting steps. But if not then the device is damaged or defective, then proceed with LTR.

recommend LTR:
"as your technician, having assessed the devices connected to your network and considering your online usage pattern, i'd recommend a more reasonable investment for a brand new device."
to tailor recommendation to the customer's needs ask:
"what do you usually do online?"
"how big is your house?"
"how much are you willing to invest?"


***90 days money back guarantee
***15% discount
***Free shipping