Notes

Discover Needs
• Do you connect to Wi-Fi a lot or do you use your cellular network more?
• May I know how much data you use on individual basis in the family?
• How much data do you think you/your family use per month?
• Do you use a lot of data on daily basis?
• Do you like watching streaming content and end us using huge amount of data with your current mobile service?
• How many mobile devices you are currently using?
• Do you sometimes think that you wanted to switch data plan in between the month?
• How much are you paying for existing mobile services?
• Do you have any specific brand/model in mind which you want to get?
• Would you say that you like a mobile device which has better performance or a better camera?
• Do you have any preference for the storage capacity of the device?
• Are you currently using any 5G compatible mobile device?
• Who is your current mobile provider?
• How much data do you use?
• How much data do you pay monthly?
• Would you like to switch to Xfinity Mobile and start taking advantage and start to enjoy better resolution when video chatting or watching live broadcast now?
Pitch statements
• I noticed you don’t have Xfinity mobile, did you know that you are eligible for the contract free mobile service with your internet services?
• I am so happy we could get your issue resolved, are you ready to discuss how we can save you more money today?
• While we were exploring new promotion, I found that you were eligible for Xfinity Mobile. I would like to share how we can save you some money.
• While we were waiting for the modem to reboot, I saw that you are eligible to take advantage for our Xfinity Mobile plans. I would like to share how we can save you some money.
• I’m so glad we were able to help you resolve your issues today, I’d like to share how we can save you some money on your mobile bill.
• You said before you liked to game and stream on your phone.
• You said before you have issues with streaming and latency on your current mobile device.

• Xfinity Mobile can save you hundreds of dollars on your bill, and you get 5G at no additional cost.
• Xfinity Mobile is rated #1 in customer satisfaction on the nation’s most reliable network, with unlimited talk and text, plus you get 5G at no additional cost.
• Xfinity Mobile’s 5G network provides faster speeds that makes streaming and gaming easier than ever.
• With Xfinity Mobile’s 5G network you will have faster speeds and more reliable service.
• You can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data with $10 per line activation fees, and data starting at $15/month with powerful nationwide 5G network and millions of secure Wi-Fi hotspots included at no extra cost.
• I am glad that you are interested in Xfinity Mobile. You can get the most reliable network with nationwide 5G included at no extra cost, along with LTE and millions of Xfinity Wi-Fi hotspots.
• That is cool to hear that you are interested in our Xfinity Internet service. It is not just your normal Internet service; it’s the complete Wi-Fi experience. Fast even when everyone’s online, streaming, and gaming. With speed and Gateway upgrades, on us. Plus, auto-connect to millions of secure Wi-Fi hotspots nationwide.
• Sorry to know that you have poor cell 1phone signal in your home. With Xfinity Mobile you get the 5G and the most Wi-Fi hotspots, which could improve your cell reception both in and out of your home.
• I can understand how it feels if the network is poor and the call drops. You will be connected nationwide with 5G, 4G LTE, and millions of secure Xfinity Wi-Fi hotspots — all in one powerful network and you can also enjoy the Wi-Fi calling while roaming internationally.

XM Objection Handling
• It’s just too expensive. Our service is known for saving customers a considerable sum annually vs their current providers. You can also bring your own phones which makes our service a better fit for you.
OR
We have most economical pricing as compared from your current provider, as I shared you the savings. Our offerings in worthwhile! I’m sure you’ll love our service with the savings every month.
OR
Mr. Customer, indeed paying less and get good service is everyone’s need. Being a customer myself, I can assure you the pricing that we are offering are most economical and not binding you with any contract that means you are free to make any changes anytime.
• I’m happy with my current provider. I certainly understand your loyalty based on the good service that they have provided to you. However, as I mentioned previously, you can obtain that same level of service with us for far less out of pocket each month.
OR
We are offering you more than your current provider and saving on your monthly. Why pay more monthly when you can pay less and get better service keeping your devices and phone numbers!
• I’m under contract and still paying for my new phones. Do you happen to know how long you have remaining on your contract or what the cost to end early would be? I’m curious because it sounds like Xfinity Mobile would save you a chunk of money each month and the savings would quickly outweigh any fees you may have to pay to switch.
OR
I totally understand! I wanted you to be aware of the service. When the time comes and you are able to re-evaluate your whole home monthly costs, you might consider Xfinity Mobile which does not require a contract.
OR
Many times, we can save you money even though you are in a contract. We can look at what your overall annual savings vs cost to end your current contract. When joining the Xfinity Mobile team, you aren’t in a contract.
• I need to check with my spouse. I totally understand that. I tend to be the same way. However, if my husband came home and I could tell him we just saved X amount per month on our mobile bill, I think he’d be happy.
• I’m on an unlimited family plan with another carrier. With Xfinity Mobile you aren’t locked into a specific calling plan for your whole family. If some use less data and would benefit from the By-the-Gig plan it’s only $15 per month or add other family members that use more on the Unlimited plan for as little as $30 per line/mo depending on how many lines you add.
• I don’t want to sign up for Auto Pay, I don’t like having my card on file as I am worried you might charge me for something else. There are some great benefits, you never worry about late fees and no need to call or visit a store to make any payment. It’s very easy to change your payment method at any time.
• I don’t want to give my social security number. There is a high risk of fraud in the mobile industry. For this reason, Xfinity requires an SSN to ensure that legitimacy of the account to protect customers from fraud. Don’t worry, we have an easy way to allow you to enter it yourself.
OR
Xfinity chat is a secure platform which masks all critical information and in order to avoid risk Xfinity requires an SSN to ensure the legitimacy of the account.
OR
Xfinity chat is a secure platform which masks all critical information and in order to avoid risk you need to fill in the details on the secured link and please be rest assured about the same.
• We have more than five lines with our current provider and all of them are not paid off completely. No requirement to migrate all phones at once. You have the option to keep lines with your current provider if you’re still paying off devices, however you can bring the phones which are paid off. You can either port the phone numbers or can have new number from Xfinity.

OR

You have the option of spacing out your payments by adjusting your billing date for your core services so you pay your cell phone bill at a different time of the month.


MANDATORY POINTS TO BE SHARED WITH THE CUSTOMER
• We will be sending new SIM card’s, that will be delivered to you in 2-3 days (Free delivery), you just need to follow the steps in the SIM Starter package to activate the Xfinity Mobile.
• I would also like to inform you that the Mobile package requires a signature for delivery. If you're not home to receive the package, your package may be routed to a nearby location for you to pick up. You can also track your order through FedEx delivery and pick the SIM card from the nearest FedEx store
• In case we are sending a new device along with the SIM card then we need to share the email to the customer by referring to the DOC ID- HOW13357. (Check Email address of the customer and send the document)
• In case we are sending only the SIM card then we need to share the email to the customer by referring to the DOC ID- HOW13358. (Check Email address of the customer and send the document).
• Your current service will remain active and once you have activated the new SIM card’s the services will start from Xfinity end. (This will ensure you only have one service and pay for one service only). We want you to activate the SIM card asap so you can get the discount on your internet bill as well you can get the gift card (to check if gift Card offer is available)
• There will be one-time activation fees of $10/line and that would be included in your first month bill.
• The gift card offer will be eligible post activation of the line and will be shipped to you. You can check the details of the Gift card from the following link after activation: https://XFINITYrewardcenter.com/status. (to check if gift Card offer is available)

PORTING STEPS: BYOD

• If you keep your current phone and number(BYOD), use the new Xfinity Mobile Nano SIM card that was mailed to you.
• Then you need to login at xfinitymobile.com/activate on a mobile device or your desktop or laptop to begin. Then, log in or create an account and select the phone you’d like to activate. You'll be asked to “keep your existing number"
o Make sure you have a copy of your bill and your account PIN.
o If you don’t know your account PIN or number transfer PIN, you’ll need to contact your carrier for assistance.
• Lastly you need to press “Activate” to start the number transfer process Your phone should be ready in about 10 minutes. You’ll receive a confirmation email when the activation is complete.