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- Consultative Selling
Provide additional products and services to meet their needs. Or get the most out of Xfinity
Combine Xfinity Products together, the more discounts they get, convinence on paying one bill instead of separate bills
Customize conversation, Showcase value and expertise, finalize expectations by summarizing the added value
The Care Sales Interaction Model
Creating a great customer experience- add value, it also improves overall Net Promoter Score
- positively impacts the way that Xfinity customer satisfaction is measured through the tNPS transaction net promoter Score, Revenue Generating Units, First Call Resolution
-Xfinity ambassador should educate customers on the value of the additional services available to them helps to maximize their overall Xfinity experience.
add value to customers xfinity experience
Valuable and Collaborative Sales Experience
Customizing - customizing conversation
Make a recommendation, ask additional open ended question to determine how Jermaine watches his favorite shows, and makes a personal connection.
"I can help you with the right channels. Since you like streaming, have you tried Peacock? Whats your favorite show? Where do you like to watch most? My kids are always watching on their iPad?"
Showcasing - Xfinity value and my expertise
This response leverages Jermaines account information and ties it together with what he has shared to make a recommendation
"I see you have our Blast! service. You also mentioned your kids like to watch on their ipad. Do you connect your devices to wifi at the same time? I think there may be a better option for you to stay connected?"
Finalizing - and setting expectations of whats to come
Awesome! This response really promotes the value of the recommendation based on what Jermaine has shared during the interaction.
"Based on your multiple devices and streaming, I think you may enjoy our Xfinity Extreme Service more. It offers you the best internet service to be able to have your family connected when needed.*
review tools to help
help create a collaborative interaction with customer
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