Notes

[Wednesday 7:30 AM] Lord Achilles Co
CALL FLOWS1- Start “Hi thank you for calling Xfinity my name is ___________________. May I have your first and last name please?“ Hi John how are you doing today?”“Glad to hear that your doing fine.  I can see here that you have issues with your TV is this correct?”Provide the BEST AER statement  (example)“I certainly understand the importance of the internet nowadays. I, too, cannot live without the internet. This is something that I can definitely help you with; I am one of the experts in this type of concern. Let’s go ahead and get started!”“I can definitely understand that TV is very important nowadays because it’s one of the sources of our entertainment and keeps us updated on the news. You've definitely reached the right person to help you out with this issue.”““I understand how excited you using your internet device. I would love to help you!” S2- Probing and TroubleshootingSAMPLE PROBING QUESTIONSWhat is the error message you got when trying to connect to the internet?What is the specific device that is not working?What has been the steps taken to activate the device?Have you encountered any incorrect password/credential error?When was the last time you are able to connect to the internet?Is this a new or replacement device?Were you able to activate this device through the app? What was the outcome?Have you tried connecting one of your devices through the internet and test? ROAD MAPPING (Sample spiels below) “Here is the plan to fix this. I will be asking a series of questions for me to better understand the issue and help me you resolve it with the right tools and troubleshooting guide. I will be needing your cooperation throughout the process.”“I will be needing to ask you to perform some steps to check what is stopping us from communication with the internet box. We will send signals and update the credentials as part of the activation process and you will be eyes and ears today!Launch the right ITG and FOLLOW it religiously!!!USE GAPS to PROMOTE SSO, BUILD RAPPORT & THANK LOYALTYS3- Selling SAMPLE LIFESTYLE QUESTIONS·         What provider do you have?·         How much are you paying every month·         It is a GB plan or unlimited, family shared plan?·         What type of device do you want? Android or iPhone?·         Are you looking into Bringing your own device or getting a new phone? Do you own the phone or we still owe something from that?·         How much data do you usually consume on a daily basis?·         Are you fun of streaming? Online games? PROVIDE FEATURES AND BENEFITS OF XM!!! USE SAVINGS CALCULATOR IN HIGHLIGHTING SAVINGS!!!FOR CURRENT PROMOTIONS REFER TO HOW21468Overcoming objections sample spiels Scenario Suggested Spiels “I have a different provider” “I certainly understand your loyalty based on the good service that they have provided to you but Xfinity if better. Moreover, you can obtain that same level of service with us for far less out of pocket each month”.   “I am not interested at this time” “I understand you. Please know that this is a way for you to save money and qualify for Xfinity Mobile service. You can save up to $240 discounts annually towards your internet service and a chance to get more discounts if you bring your own device.
Let’s review real quick the qualifications and terms to be eligible. I am sure you’ll love it!  I’m on a contract” “I totally understand! I wanted you to be aware of the service and the savings. Between trade-ins on current devices and monthly savings, many customers find real value Xfinity Mobile”. This is an exciting offer which you can save more money and enjoy
the best data options from Xfinity”. Let me discuss on how we can save up to $20 towards your internet bill with an estimated $240 savings every year. S4 – Summary (Sample Spiels)“Just to make sure we got everything covered, what we did earlier is we check all the connections, follow proper troubleshooting steps and was able to fix your modem and able to connect to three websites. I am so glad that we are able to fix everything and I hope you enjoy the service! Is there anything else I can assist?”“What we did was we check the modem and telephone status, we run some basic troubleshooting guide, reset the box to apply updates and changes. We got everything working and even do a test calls. I am glad we have everything covered and working! Is there anything else I can assist?”“What we did was we check the error message/code, we review the connections of the box, send signals and ensures the Xfinity remote is working. You were able see TV channels and use the amazing Xfinity voice remote. I am glad we have everything covered and working! Is there anything else that I can assist?”“What we did was we check the connections, review the status of the online light of the modem, send signals and update the Wi-Fi credentials. You were able to connect and surf some websites. I am glad we have everything covered and working! Is there anything else that I can assist?” “This would not be possible without your help and I appreciate you!  . I assure you everything is all set and please enjoy the service. “ 

[Wednesday 8:44 AM] LordAchilles Co




8993116990041762
can i get your?
*NAME: comcast comcast
*ACC NUMBER: 899311690041762 (can be be found in xfinity my account,bills,receipt)
*(ASSOCIATED PHONE NUMBER:6107908864
*ZIP:
|*“I can definitely understand that TV is very important nowadays because it’s one of the sources of our entertainment and keeps us updated on the news. You've definitely reached the right person to help you out with this issue.”
*can i cofirm your service adress?
*may i ask if your email is still active?(or account number)
ACTIVATION
* so ______________ just to confirm how many cable box you want to activate?
*can i have the last 4 digit of the serial number of your
device? (you can find at the back of your device)(SN number)
*so you mentioned earlier that you want to activate your device it is new,right?
*what are the steps you already did to activate your device?
(ROADMAPPING)
ok___________here what we are going to do....,I am asking questions to you about the device
we are taking steps in order to activate your device
are you ready?
STEPS
* connect the power cable to the wall outlet->press the power button->
*connect the coaxial cable in the cable box->(or HDMI) ( must be placed in the "IN" port)
+are you using splitters?
+what do you see in you screen now?
-if there is an error code, it is ready to activate
#volume up and down button
#channel button
-if no,->ok i will send cignal to you it may take atleast 5 to 10 mins. (pitching mode)
coaxial cable-> is a wire that has a metal pin in the middle
or has a thread at the end
splitter-> is a small device that allows to separate coax cables to be run from a single outle

[Wednesday 8:54 AM] LordAchilles Co
flat edge with man holes hdmi 




S1- Start “Hi thank you for calling Xfinity my name is ___________________. May I have your first and last name please? “ Hi John how are you doing today?” “Glad to hear that your doing fine.  I can see here that you have issues with your TV is this correct?” Provide the BEST AER statement  (example) “I certainly understand the importance of the internet nowadays. I, too, cannot live without the internet. This is something that I can definitely help you with; I am one of the experts in this type of concern. Let’s go ahead and get started!” “I can definitely understand that TV is very important nowadays because it’s one of the sources of our entertainment and keeps us updated on the news. You've definitely reached the right person to help you out with this issue.” ““I understand how excited you using your internet device. I would love to help you!”  FOLLOW AUTHENTICATION PROCESS POL1096 S2- Probing and Troubleshooting SAMPLE PROBING QUESTIONS What is the error message you got when trying to connect to the internet? What is the specific device that is not working? What has been the steps taken to activate the device? Have you encountered any incorrect password/credential error? When was the last time you are able to connect to the internet? Is this a new or replacement device? Were you able to activate this device through the app? What was the outcome? Have you tried connecting one of your devices through the internet and test?   ROAD MAPPING (Sample spiels below)   “Here is the plan to fix this. I will be asking a series of questions for me to better understand the issue and help me you resolve it with the right tools and troubleshooting guide. I will be needing your cooperation throughout the process.” “I will be needing to ask you to perform some steps to check what is stopping us from communication with the internet box. We will send signals and update the credentials as part of the activation process and you will be eyes and ears today! Launch the right ITG and FOLLOW it religiously!!! USE GAPS to PROMOTE SSO, BUILD RAPPORT & THANK LOYALTY S3- Selling