Notes

JANUARY 30 2023
INTRODUCTION TO CARE SALE
>adding value to the customer by giving a best customer experience
>1. customer experience- transactional
2.solve their needs / satisfaction satisfied to a customer/ the more dicsount you have the bigger u received/ dvr male life so much simpler/
3.highlight xfinity product/ customize the convo

>customer is the prio
providing solotion to the cusromer
.>benefits of providing suggestion: 1 creating great customer experience 2. supporting your metrics 3.being xfinity ambassador

sales interaction model: 1 customizing-the conco or chat
2.showcasing - valeu and expertise
3.finalizing- settings expectation of what to come
customizing convo:
1 sense of sight- Who can make changes to the account?
An authorized user or Manager is a person designated by the account holder/Primary user to have access to the account and can make changes and perform other transactions on the account. For every account touched, you must always verify who you are interacting with and confirm that you can identify the customer that is associated with the account in question.
>Identifying who is associated with each role on an account and understanding the permissions will help lead the interaction and allow you to customize the much time you spend engaging in certain topics and how much information you might share with the customer.
>Primary User- If you're interacting with the Primary User, your goal for that interaction may be to help educate and offer a product or service that fits the customer's needs to close a sale right then and there.
>Manager– If you're interacting with a Manager, your goal may be to discuss the current services to see what the family enjoys most. This can help you recommend other products and services that complement the entire family and enhance their user experience. Remember, the manager can make changes to the account when a credit screening is not required for the change.
3.Member– If you're interacting with a Member, your goal may be to inform the customer on general products or services available to all customers so that they could go back and share with the Primary User.
4Viewer– If you're interacting with a Viewer, your goal may be to customize the conversation in a way that lets the customer know that, if and when they are ready to have their own account, what type of services or products may be of interest to them.

Which Xfinity Products or Services does the customer use today?

Einstein360's Plan Card provides more detailed information about an Xfinity customer's current services. Best of all, the information shown on the Plan card aligns with what customers see in My Account, making it easier for you to customize the conversation based on what the customer is currently subscribed to.

What Products or Services can enhance the customer's user experience?

Einstein360's Next Best Action (NBX) provides recommended actions to pitch service upgrades to customers. These service upgrade recommendations are specifically tailored to the customer you are assisting, making it simple and easy for you to customize the conversation.

2.Sense of Hearing
Throughout your interaction with Xfinity customers, you will use what you “hear” – in both written and oral dialogue to customize the conversation. Paying attention to key pieces of information will allow you to discover answers to the following questions:
1.Is the customer optimizing their services
2.What is important to the customer?
3.What product benefits align with the customer's lifestyle needs?

"Active listening is not only a matter of making yourself available to hear someone talk, but it is showing the sender, physically, that you are receiving and understanding their message on all levels."
-------------------------Susan C. Young

-------When should you start customizing the conversation with Xfinity Customers?---------------
Right from the beginning! Regardless of whether a customer is contacting Comcast about a bill question or has an issue that needs troubleshooting you will need to identify who they are and create a connection to ensure a successful customer experience.

>Offering Xfinity Flex is an excellent alternative for customers who prefer to stream and mentioning Law and Order really customized the conversation since the customer mentioned it previously.


*BENEFITS OF A CUSTOMIZED CONVO:
1. OPENING THE DOOR
2. XFINITY CUSTOMER FEEDBACK
3.REVENUE GENERATING UNITS