Notes

-only discuss specific appointments and interactions after the customer’s billing address has been verified
-avoid discussing how many products are on their Customer activity
-avoid using customer’s name unless asking for it

-Hi, thank you for calling Apple. My name is Arlen, how may I help you?
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-I’d be happy to assist you with that today.
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-I might ask you a few questions to best assist you today, is that okay?
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-I will begin with, may I ask who’s speaking?
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-Nice to meet you ___, again my name is Arlen, I am an Apple specialist and I will be glad to assist you today.
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-Will this be for business or personal use?
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-Could you share your business email address for us to get started?
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-What do you do for entertainment?
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-What do you like to do on your free time?
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-What is your understanding of our ___ (device)?
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-Are there any accessories you like to use with your ___ (device)?
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-What will you be using your device for?
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-What kind of apps do you normally use?
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-Tell me more about how you’ll use these ___ devices for your business.
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-Nice, those apps are very useful. I use the ___ app all the time also. There are many programs and apps that are awesome as well. I’m able to answer any more questions you might have.
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-Restate customer needs
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-After reviewing your interests, I do have a recommendation if you would like me to recommend a product.
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-I would like to recommend ___ with AppleCare for coverage, just in case anything were to happen.
-The benefits of buying the ___ (product) are being able to …
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-We can also discuss some options about how to get these new ___ devices to you as soon as possible.
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-Would it be a good time to buy?
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-I could save and email you the bag we were working on, or I could save your bag and you could continue where we left off after signing into Apple.com.
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-Do you happen to have a Barclay’s card?
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-Do you have a non-Apple device or Apple device that you would like to trade in?
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-Would you like to add AppleCare for additional coverage? You will still be able to purchase AppleCare within 90 days of buying the ___ .
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-Just to make sure everything is correct, you have a ___ in ___ with ___, it will come out to $000.00, does that sound okay?
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-verify customer’s name and billing address before providing the serial number
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-Congratulations on your new ___ purchase.
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-If you need assistance installing your product, or help with answering questions, learning key features, finding great apps, and showing you how to personalize your device, you could book an Online Personal Setup Session either through the email they will send you, schedule an appointment on apple.com. You can also visit apple.com to track your order anytime you feel the need to.
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-Is there anything else I can help you with? Will you need me to provide any other assistance?
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-Of course of course, I hope you enjoy your product. Thank you for calling Apple and I hope you have a great day.