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

-------------------------------------------------------------------------
WHAT IS XFINITY X1?
Xfinity X1-is a next-generation guide experience that makes it easy to navigate and discover Comcast's endless library of content. It includes:
An exciting advanced digital entertainment guide.
Leading edge, easy-to-use navigation, search and discovery.
Content integrated from many sources — live TV, Xfinity On Demand, DVR, our library of online content and integrated apps.

What are the benefits of X1?
Its robust TV guide makes it easier than ever to find, watch and share the shows and movies you want. With X1, you get sleek graphics with network logos and movie poster art, easy navigation and simple search across live TV, Xfinity On Demand and your DVR. Plus, get access to top social sites and apps like Netflix, Peacock, Disney+, Hulu, HBO Max, Pandora, Prime Video, sports and weather — all together, right on your TV box.

*How does X1 compare with television (or CE) devices that have applications available?
X1 apps are easier to access and are specially designed to take advantage of your cable service — not just your TV and Internet connection:

*X1 apps are easier to access because you control them with your cable remote control. There is no need to switch to your TV remote.
X1 apps are integrated with your cable service so you can watch more high-quality video.
With X1 you have access to real-time and connected experiences for weather, sports, Netflix, Peacock, HBO Max, Hulu, Prime Video, Disney+ and more without the need for a connected television. It is all in the box!

*My TV has apps. Is there something better about what I will get with X1?
X1 apps are easier to access and are specially designed to take advantage of your cable service — not just your TV and Internet connection:

*X1 apps are easier to access because you control them with your cable remote control. There is no need to switch to your TV remote.
X1 apps are integrated with your cable service so you can watch more high-quality video.
With X1 you have access to real-time and connected experiences for weather, sports, Netflix, Peacock, HBO Max, Hulu, Prime Video, Disney+ and more without the need for a connected television. It is all in the box!

> what are some of the advantages of apps on X1?
*s X1 compatible with Xfinity Home and Wireless Gateways?
Yes, X1 is compatible with these.

Can I change the screen saver?
Yes, there are several options available in Settings.

Why does my X1 box restart on a daily basis?
X1 is a cloud-based technology that allows us to develop and release new features on a weekly basis. The daily restart ensures that your device has the latest and greatest firmware and software updates. Learn how to change the Daily Update Time for your X1 TV box by visiting Changing the Daily Update Time for Your X1 TV Boxes.

Application FAQs
What apps are currently available on X1?
Learn more about the applications that are available on your X1 TV Box.

Are all X1 apps available on all X1 TV Boxes?
X1 Internet apps are not available with the RNG150N, and some apps are unavailable on Pace and Arris XG1v1, Samsung XG2 and Pace Xi3TV Boxes. Find out more about X1 application availability .Check the apps individual article for more information. Find out more about X1 application availability.

Do my Parental Control settings apply to Extras?
Yes. You can choose to disable the ability to view content from the Internet in the Parental Controls section in Settings.

Unified application experience.
One experience to navigate through.
Never miss your Xfinity — from live TV, Xfinity On Demand, DVR and Extras, watch your program and catch up while accessing weather and sports in X1.
With the integrated X1 experience, you can access applications without having to switch source on your receiver/television. It is all available through X1.
An Internet-connected Smart TV is not required. Don't have a television set with apps? With X1 you have access to real-time and connected experiences for weather, sports, Netflix, Peacock, HBO Max, Hulu, Prime Video, Disney+ and more without the need for a Smart television. It is all in the box!
------------------------------------------------
X1 Xfinity TV Product Overview – Agent

Overview
Xfinity X1 gives customers a one-of-a-kind interactive TV experience with advanced search, personalized recommendations and instant access to the latest shows and movies any time on any screen. X1 also delivers the fastest in-home WiFi for all rooms, all devices, all the time as well as advanced DVR that lets you record up to six shows!

vailability Details
For details on X1 availability in each Division, see the following:

X1 Central Division Availability and Eligibility for the following regions:
Big South
Florida
Greater Chicago
Heartland
X1 Northeast Division Availability and Eligibility for the following regions:
Beltway
Freedom
Greater Boston
Keystone
Western New England
X1 West Division Availability and Eligibility for:
California
Houston
Mountain West – Colorado and New Mexico
Mountain West – Arizona and Utah (displays in Einstein account banner as Salt Lake City Market)
Oregon/Southwest Washington (displays in Einstein account banner as Portland/Salem Market)
Midwest
Washington (displays in Einstein account banner as Seattle Market)

-------------------------------------------------------------------
Equipment Requirements
Eligibility
For details on X1 eligibility, see the following:

X1 Central Division Availability and Eligibility
X1 Northeast Division Availability and Eligibility
X1 West Division Availability and Eligibility
-------------------------------------------------------------
X1 TV Box Comparison — DVR vs. Non-DVR
Overview
If you have multiple Xfinity X1 TV Boxes in your home, you most likely have a DVR and one or more non-DVR TV Boxes. This article explains the differences between these TV Boxes, including the XG1, XG2, XG3, XG4, RNG150N, XiD and other X1 equipment.

Feature Comparison
Feature XG1 XG1v4 XG2 RNG150N
DVR Yes Yes No No
Tuners Up to 6* 6 4 1
Pause and Rewind Live TV Yes, up to 60 minutes Yes, up to 60 minutes Yes, up to 25 minutes No
Pause and Rewind Xfinity On Demand Yes Yes Yes Yes
Supports AnyRoom DVR Yes Yes Yes Yes
Schedule and Manage DVR Recordings Yes Yes Yes Yes
RF Remote Control Functionality Yes Yes Yes No
Xfinity Voice Remote Support Yes Yes Yes No
X1 Apps Yes Yes Yes Yes (Internet apps not supported)
Access to Streaming Apps (Requires Internet) Yes (Some apps not supported) Yes Yes (Some apps not supported) No
Front Panel Clock Yes No No No
Device Light Dimming Yes Yes Yes No
HDMI Connector Yes Yes Yes Yes
Digital Audio (Optical) Connector Yes No Yes Yes
Component Video Yes (Pace XG1v1 only) No No Yes
Composite Video Yes No Yes Yes
RF Out Yes Yes Yes Yes
Supports 4K On Demand Content (Free or purchased) No Yes No No
Support 4K Live Events No Yes No No
Supports 4K Apple TV+ App Content No No No No
Supports 4K HBO Max App Content Yes No No No
Supports Ultra HD 4K Netflix App Content (Requires compatible Netflix plan) No Yes No No
Supports 4K Vudu App Content No Yes No No
Supports 4K YouTube App Content No Yes No No
Supports 4K Amazon Prime Video App Content No Yes No No
Supports 4K Disney+ App Content No Yes No No
Feature Xi3 (HDMI Only) XiD (HD and SD) Xi5 (Wireless) Xi6 (Wireless)
DVR No No No No
Tuners None None None None
Pause and Rewind Live TV Yes, up to 25 minutes Yes, up to 25 minutes Yes, up to 25 minutes Yes, up to 25 minutes
Pause and Rewind Xfinity On Demand Yes Yes Yes Yes
Supports AnyRoom DVR Yes Yes Yes Yes
Schedule and Manage DVR Recordings Yes Yes Yes Yes
RF Remote Control Functionality Yes Yes Yes Yes
Xfinity Voice Remote Support Yes Yes Yes Yes
X1 Apps Yes Yes Yes Yes
Access to Streaming Apps (Requires Internet) Yes
(Some apps not supported) Yes Yes Yes
Front Panel Clock No No No No
Device Light Dimming Yes Yes Yes Yes
HDMI Connector Yes Yes Yes Yes
Digital Audio (Optical) Connector No No No No
Component Video No No No No
Composite Video No No No No
RF Out No Yes No No
Supports 4K On Demand Content (Free or purchased) No No No Yes
Supports 4K Live Events No No No Yes
Supports 4K HBO Max Content No No No Yes
Supports Ultra HD 4K Netflix Content (Requires compatible Netflix plan) No No No Yes
Supports 4K Vudu Content No No No Yes
Supports 4K YouTube Content No No No Yes
Supports 4K Amazon Prime Video Content No No No Yes
Supports 4K Disney+ Content No No No Yes
Supports 4K Apple TV+ Content No No No Yes
*Pace XG1v1 only supports five DVR tuners
--------------------------------------------------------------------------------------------------------------------------------------------------
Internal Notes
Only three Xi devices are allowed per XG device; once this limit has been reached, an additional XG device can be used (if the device is launched and available in that market).
Note: Only two Xi5 and Xi6 devices are allowed per account.
Xi devices should only be installed or shipped via Getting Started kit if the customer has an XG1, XG2 or XG1v4 already installed in the home.
Wireless TV Boxes (Xi5 and Xi6 devices):
Getting Started kits: Agents must place the Getting Started kit order for the customer. Xi5 and Xi6 Getting Started kits for Wireless TV Boxes are available across all areas and not available to order online.
Xfinity Stores: Wireless TV Boxes are not available in Xfinity Stores.
Professional Installation: Only available at the technician’s discretion; customers can't request a pro install. The technician will install a Xi5 TV Box at their discretion based on an evaluation of the home's network configuration.
Central Division: Customers may receive a Xi5 Wireless TV Box Getting Started kit upon ordering an XiD Getting Started kit (effective November 7, 2018). Wired or Wireless Getting Started kit additional outlets (AOs) cannot be specifically ordered at this time.
Customers must have Xfinity Internet, a rented Wireless Gateway with RDK-B firmware, and one additional X1 TV Box (XG1, XG2 or XG1v4) to act as the primary device on the account.
4K X1 TV Boxes: Don’t send customers to an Xfinity Store for an X1 Xi6 TV Box, as inventory is not available in stores. Only XG1V4 TV Boxes are available in stores.
Due to a limited supply of XG1v4 and Xi6 TV Boxes, these devices are limited to 4K requests for customers with a 4K TV only.
X1 Xi6 and Xi6 Flex TV Boxes can only be fulfilled by direct ship Getting Started kit when ordered by an agent.
Flex professional installations will include the installation of Xfinity Internet and the customer will receive the Xi6 through Getting Started kit.
X1 Xi6 TV Boxes cannot be ordered online.
X1 Xi6 TV Boxes are not available in Xfinity Stores.
X1 and Flex Xi6 TV Boxes were removed from technicians’ trucks and are not available from technicians.
Please see the Internal Notes section of 4K Ultra HD and High Dynamic Range for Xfinity TV for more information on availability.
In order to view 4K On Demand content (free, rent or purchased) and live 4K events, customers must have a TV capable of 4K, and have an XG1v4 or Xi6 TV Box.
In order to view streaming app 4K content (Netflix, Amazon, Prime Video, Vudu, YouTube, Disney+), customers must have a TV capable of 4K, and have an XG1v4 or Xi6 TV Box.
Note: Apple TV+ and HBO Max 4K content is only accessible on X1 with a Xi6 TV Box. We’re hoping to make this content available in 4K on XG1v4s as soon as possible.
For more information see, 4K UHD and HDR on Xfinity TV.
RNG150 devices are only installed as Service to Additional TV if:
The customer's TV does not have any available HDMI inputs, or
The customer does not subscribe to HD service.
Voice Remote: All XG1, XG2, XG1v4 and Xi devices support the Voice Remote (XR11, XR15).
RNG150s do not support the Voice Remote.
For more details about how Xi3 and RNG150 devices should be deployed, see the Equipment Requirements section of Xi3 Devices.