Notes

Name:
Phone #
"You may use the phone number as reference should you call us again."

Email Add :
"For quality assurance purposes, you might be selected to receive a survey regarding your service experience."

Before we get started, may I have your.................please?
Model #
Version #
Serial #

Sales Fundamentals
-Connections
-Interactions
-Enhancing an exp
-Solutions

*Sales
*Attitude - mind set, way of life, positivity, sincerity, willingness
*Leveraging
*Enthusiasm
*Strategy

Exceeding expectations: -------------> *provides satisfaction
-offering sol'ns *encourage loyalty
-making customers feel good *expand market
-giving added value ---something unexpected

We must ...
>Think positively
>Sincerely care and help cheerfully

Turning negative into positive!!!!
Don't hesitate to call ---> Feel free to call us anytime
That's not possible ---> Let's look @ our options
That's not what I meant ---> What I mean is that...

Give assurance... respond proactively instead of minimally like "yeah, okay, sure, i see..."
i don't know what to do --->don't worry. I'm here to help you
I can't go online -----> let's see what we can do

Sales is about... Not about...
Value Lowest price
Solutions Product
Communicating (win-win) Debating (lose-lose)
Listening Talking

Sales Terminologies:
Up sell - offering same type of item only in a better form
Cross sell - offering complimentary item, bundling services, pairing products
Down sell - reducing technology, limiting capabilities (not recommended unless needed)

Type of Sales People
-Intimidator --->results in complaints & refunds
-Chatterbox ---talks but does not listen
-Sprinter---talks too fast
-Copier
-Educator--->limits interaction, overwhelms the convo with too much info
-Pleaser--->just for the money
-Consultant
*never assumes
*asks smart questions
*listens attentively
*adds value

clear ---> paraphrase ->assurance ->transition -> network info --> probable cause/ts plan
vague---> probe ->paraphrase ->assurance ->transition ->network info -->probable cause/ts plan

SERVICE OFFERINGS

=================================================Within Warranty==================================================
"The system shows that your device's Warranty will expire on *Date*"

CAS
-Live Chat
-Phone Support

SN Linksys (1 month)--> end user *after a month, warranty starts
(3 months)--> retailer *warranty is sketchy, longer shelf life

day after DOP <------warranty-------warranty------warranty------>365

>>>>1st Option 1 year CAS (chat & phone support)
1 year hardware warranty (except for customer initiated accidents)

Optional: avoid mentioning this if customer is hesitant/doubtful. Proceed as usual.

>>>>2nd Option
Direct Connect DC Unlimited
$9.99 $19.99
1 time with 1 year (matches w/ device)
14 days grace period hardware warranty

^Convenient (hassle-free)
^Time efficient
^Informative
^Fully refundable (money back guarantee)
^Remote or Manual

You can also avail our other option which is the Direct Connect Offering where we can directly troubleshoot for you. Most customers would prefer this option because it is hassle-free, time efficient and informative as well [in contrast] to manually relaying the troubleshooting steps on the phone which could take time. [Since you can also view what I'm doing, it is also very educational]. Yes, there may be a fee for this but it's money back guarantee if I am unable to resolve this issue. So would you prefer the manual troubleshooting or the remote access?

*avoid downplaying the manual troubleshooting option
*focus on the full benefit of dc
*avoid redundancy-->expound more on "educational"
*DC= remote access

==============================================Out of Warranty====================================================
"The system shows that your device is beyond the complimentary assisted support period since *Date*"

===For customers who have devices w/ mixed warranty periods (other than the router)===

Initial Call:
*Free support--as long as 1 device is within warranty coverage

Return Call:
*Ask the device in question
*Exercise prudent judgment
*Ask permission from supervisor
*Document free support approval w/ badge ID --for device other than the router

=======30 seconds fix=======
*set expectations for PC/PC 6
*check not change
" Usually we will discus the paid options. Since what you need today is some information, I can assist you for free. If we get to a part that you'd need to change some settings on your router, I'll explain the options so we can proceed to troubleshooting."

=========PC/PC 6=========
*If customer is in a hurry in a hurry ---> PC/PC 6
*Existing AC device not in a hurry ---> mention PC/PC6 then LTR

PC (Phone Connect) PC 6 (Phone Connect 6)
$29.99 $39.99
1 time support 6 months unlimited service
14 days grace period Free remote access
Free remote access

Pre-qualification Steps:
*Check physical connection i.e. lights, connected devices
*Attempt to access the UI (IP address, DG, SubMask)

LTR [Linksys Tech Refresh]
*90 day money back guarantee
*15% discount
* free shipping

customer
/
In a hurry not in a hurry
/
PC/PC 6 PC/PC 6

LTR

Handling Objections
|*Acknowledge- I really appreciate...
|*Ask- Is there anything you would like to ask about the service...?
|*Address

ea4500
SN: 10C77895289

4 laptops
4 tablets
4 smartphones