Notes

Pitch

Formula:
Transition statement
+ value statement
+Asking for the sale



When will the technician be at my home?"
"I need to reschedule my appointment"
"I was supposed to have a technician here from 12- 2 pm, it's 1:30. Can you tell me when they will arrive?"
"How long will I have to wait for your technician?"


What is Tech ETA?


With Xfinity My Account, customer's can find out their estimated technician's arrival time. You know a customer's time is valuable. That’s why Comcast is working hard to improve customer service. With the Xfinity My Account app, a customer won’t have to guess when your technician will arrive. They'll get a notification when the tech is on their way, along with their photo and name, so they can spend less time waiting around and more time doing the things they love. Because Comcast should fit into their life, not the other way around.

Some examples of how you can position My Account could be:

"Now that we've confirmed your appointment, did you know you can view and get updated information, reschedule or cancel your appointment through My Account? It saves you from having to call back in if you need to make a change!"

"The day of your appointment, you will be able to view real time status updates through My Account, including seeing your technicians picture. Do you have the Xfinity My Account app?"



Our commitment to every customer:

Respect your time

Simplify your experience

Make things right if we fall short

If Comcast has failed to meet the original appointment window, then the Xfinity Customer Commitment should be discussed with them. This is how you demonstrate how committed Comcast is to providing exceptional customer service. Ultimately, 'Where's My Tech' is about having the conversation with the customer to alleviate any concerns and making sure you are doing everything you can keep Comcast's promise to the customer.




Xfinity creates a simple, easy, and awesome experience by providing customers with a variety of ways to view and pay their bill using Self Service, including:

*Xfinity My Account
*Xfinity My Account app
*Xfinity My Account app for X1



SELLING is any transaction in which money is exchanged for a good service; the process of persuading the organization to buy something.

CONSULVATIVE SELLING a processed based on the experience that the customer feels and sees during their interaction with you.


Consultative selling is not about pushing products or services onto a customer just to “sell”. Consultative selling is about listening actively and responding appropriately to what the customer is saying and finding genuine opportunities to add value to their experience.

Consultative Selling Tips

By taking the time to understand individual customer needs, you're setting yourself up to have more educated, well-rounded prospect interactions as you continue in your role.

Tip #1: Balance Questions with Insights
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Balance questions with insights mean asking the customer relevant questions without asking too many questions to avoid the customer feeling like they are being interrogated. Use both your knowledge of Xfinity products and services and your insights in order to best sell the value of what it is your offering and how it can enhance the customer's experience and use of enjoyment.

Tip #2: Discover Customer Needs and Offer Relevant Solutions
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Knowing Xfinity products inside and out, so that you portray a level of expertise for the customer. By discovering customer needs in advance allows you to identify opportunities to create value in a relevant service or product solution.

For instance, if you’re attempting to offer Xfinity Flex to a customer who only has or wants Xfinity Internet, you should be familiar with what's included and what's NOT included before recommending Flex over X1. Once these differentiators are understood, you can determine which fits best with the customer's need.