Notes

1.I am doing great sir, What about you ?

2. Everyone is doing fine!

3. Yes, Today I got selected for MBA scholarship programme in my University and as part of this my University will bear 70% fee charges for my MBA which is very benifial for continuing my post graduation studies. and I am also excited for today's client session.

4.Yes Sir, I saw your invite yesterday for the 1O1 Coaching session to discuss the performance.

5. Yes, I do remember, We have taken warm & Friendly behavior & AICR KPI as the suggested focus and we discussed about the action items that we need to follow for improvement in Be warm and Friendly and AICR.



6. Yes, I am following the action items and my performance has improved in Be warm & friendly and AICR, Be warm & friendly improved to 40% and AICR improved to 53.23%.

7. Thank you sir.

8. Yes Sir.

9.Yes, I completed 2 XM in Dec fiscal, In jan fiscal it was 0 and again in Feb fiscal I completed 1 XM and GSR for current fiscal is 7.35%


10. Customer avoide sharing complete SSN, Customer already in contract with other service provider, customer's company paying cell phone bill, or customer hesitant to port his number. There are also times when customer wants to switch to Xfinity Mobile however they are not happy with the offered device like right we are providing Google pixel 6a ON US However some customer wants iPhone. and some times customer wants to discuss these details with there partner before switching. So these are some chalanges which I have faced on the chats over the time.


11. I mainly focus on Discover needs behavior by asking relevant probing questions like - How much customer paying for his cell phone services currently and this helps in making sales if customer bill is getting reduced, Also I tried to tell customer that the information that customer will share like SSN will be masked on chat window for the security. Also now as we have additional XM tiers like - XM intro, XM Plus and XM Premium. This helps customer with more choices as per their needs

12. Yes, Sure. behaviors like asking probing questiobs to identify lifestyle needs of customer and asking probing question to assist customer with the resolution for his primary concern.




13. I have currently Discover need score of 17.50% and XM current conversion 1 and GSR rate of 7.35%
and I will take target of 20% for discover needs , 3 XM sales and with in time line of 5 days.

14. Yes, I will definitely achieve the target. I am confident on this.

15. First, I will improve my performance KPI's and this will help to improve my stacks rating, Second, Appreciation from the senior management, Third, Rewards like exchange point, Internal contest rewards and finally it will help in my growth in the organization.