Notes

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.