Notes

* XM Sale Process and Steps:
Ø PLANT THE SEED: (Verbiage)
· While I am working on your query, I can see that with Xfinity Mobile you can save 1000 of dollars annually and get additional perks like VISA gift card, On Us devices and lowest monthly bill, let's address your issue first and I will share complete details with you on the savings
· “Being your Xfinity Mobile Repair chat support advisor it is my duty to tell you the latest offers and help you to save your money”.
· “Meanwhile I'm glad to share that you can get additional benefit of $15/month on your Internet bill and can get $200 Visa Card”


· Also, I can see there is awaiting benefits on your account which can help you with the great savings, So let me first help you with your concern and then will share the benefits with you.”
· “Also, I can see there is awaiting benefits on your account which can help you with the great savings, So let me first help you with your concern and then will share the benefits with you.”

Ø Check UX code or Mobile search from ACSR and talk about internet savings


Also, your account is eligible for additional discount of ($XX) which will help in reducing the monthly bill for next 24 months, I will share complete benefits once we address your query.

Ø POST RESOLUTION: (Verbiage)
· Now since I resolved your query so let me go ahead and share the benefits that you can avail through Xfinity Mobile services and save thousands of dollars annually with us.
· Currently, we are offering $100 Visa Prepaid Card for each line with your own device. Monthly plans starting as low as $15. Additionally, we are offering $400 Off on Flagship (Apple, Samsung and Pixel 7) phones. I can help sign you up for Xfinity Mobile right away.
· I can see on your account that you are eligible for Xfinity Mobile – Moto G 5G which, is “On Us”. Full retail value of the device i.e. $319.00 will be credited on your monthly bills spread over 24 months. All you need to do is add a new line of service and port an existing phone number. Shall I go ahead and sign you up for Xfinity Mobile?

Ø PROBING:
· May I know how much are you paying for the current mobile services and what kind of services are you getting with the total number of lines. (Once the customer replies with the details we move ahead and calculate the savings with Xfinity)
· “If you don't mind me asking how much you are paying for your Current Mobile services and for how many lines?”


· “As I can see that you might be using T mobile as your mobile network provider”
· You are also eligible for Xfinity Mobile; I can save you hundreds of dollars a year on your mobile bill! May I ask how much you are paying monthly?

Ø CALCULATE SAVINGS FROM SAVINGS CALCULATOR:
1 Line- $45 and Monthly internet savings
2 Lines-$60 and Monthly internet savings
3 Lines-$90 and Monthly internet savings
4 Lines$120 and Monthly internet savings
5 or more- $20 onwards and Monthly internet savings

Ø BENEFITS OF XFINITY MOBILE:
· You will get Nationwide 5G Network with Free access to 20 Million of WIFI hotspots that boost our speed and network. You can keep your current devices and own number’s and even opt for a new phone with Xfinity and that would be on us. Also you are eligible for visa gift card on the account if you port your number with Xfinity.
· “And In mobile line at $45 you will get everything unlimited (calling, text, data)”. Sounds good?”

Ø CHOOSE YOUR OWN PLAN:
The best part of Xfinity mobile is that you can choose your own plan as per your needs
Unlimited plan: You will get Unlimited calling, text and Nationwide 5G.


By the Gig data: You will get unlimited calling, text and by the gig Nationwide 5G.

The best part about Xfinity you can switch to by the Gig or Unlimited plan anytime as per your requirement, in case you have multiple lines with us then you can mix and match the plans as well complete Flexibility

Ø CLOSE THE FINAL SALE (Steps to follow while doing sale):
BYOD-If you keep your same number and device that you carry, then you can switch to Xfinity mobile without any upfront charges and the service would be completely free from any type of contract and you will get the benefit of the gift card as well (to check if gift Card offer is available)
Ø Steps to close the Xfinity deal in BYOD:
· Send the secure link to the customer for entering the SSN and DOB to check the eligibity of total lines and credit amount. (Xfinity chat is a secure platform which masks all critical information and in order to avoid risk Xfinity requires an SSN to ensure the legitimacy of the account).
· Take the IMEI of the devices and current mobile numbers (You can dial *#06# to get the IMEI of the device), post that we check if the devices are compatible with Xfinity mobile services.


· Choose the plan: we probe the customer to choose the plan for them and on the basis of that we inform the monthly charges and there is no upfront payment
· I'll need your card details, this card will be linked with your Xfinity account and will be used to access the account later, I'll need card number, expiry date and CVV. (Best part there will be no payment made to place the order). we will send you the secure link and please be rest assured that your information would be totally secured.
· Before we place the order, I'll be sending you complete order details on your email/text, which will have the plan and monthly charges on it, you will need to digitally approve the same so the order is placed. I want to keep you a step ahead with complete transparency in every aspect to make your switch flawless.
· Please help me with your preferred email and phone number. I’m preparing the order details and will be sending you shortly.
· It's prepared now, I've sent you the order details on your preferred email address, I'd request you to please review by clicking "I AGREE".


· Do let me know when you have Approved the order, so I can confirm it is placed.

Ø NEW DEVICE (DPP)- If you want to keep your same number and want a new device from Xfinity Mobile, then we can offer you the latest Android or IOS phones as we currently are offering you discount on Flagship (Apple, Samsung and Pixel 7) phones.
Ø Steps to close the Xfinity deal in New device(DPP):
· Send the secure link to the customer for entering the SSN and DOB to check the eligibity of new phones that can be purchased on monthly instalment and ongoing offers on new phones (Xfinity chat is a secure platform which masks all critical information and in order to avoid risk Xfinity requires an SSN to ensure the legitimacy of the account).
· Next step is to offer the device that the customer is eligible for or willing to opt with colour preference and the size. Also to choose the plan for them and on the basis of that we inform the onetime upfront charges along with the monthly charges
· I'll need your card details, this card will be linked with your Xfinity account and will be used to access the account later, I'll need card number, expiry date and CVV for the onetime upfront payment (Sales Tax). we will send you the secure link and please be rest assured that your information would be totally secured.
· Before we place the order, I'll be sending you complete order details on your email/text, which will have the plan and monthly charges on it, you will need to digitally approve the same so the order is placed. I want to keep you a step ahead with complete transparency in every aspect to make your switch flawless.
· Please help me with your preferred email and phone number. I’m preparing the order details and will be sending you shortly.
· It's prepared now, I've sent you the order details on your preferred email address, I'd request you to please review by clicking "I AGREE".
· Do let me know when you have Approved the order, so I can confirm it is placed.

Ø MANDATORY POINTS TO BE SHARED WITH THE CUSTOMER:
· We will be sending new SIM card’s, that will be delivered to you in 2-3 days (Free delivery), you just need to follow the steps in the SIM Starter package to activate the Xfinity Mobile.
· I would also like to inform you that the package requires a signature for delivery. If you're not home to receive the package, your package may be routed to a nearby location for you to pick up. You can also track your order through FedEx delivery and pick the SIM card from the nearest FedEx store
· In case we are sending a new device along with the SIM card then we need to share the email to the customer by referring to the DOC ID- HOW13357. (Check Email address of the customer and send the document)
· In case we are sending only the SIM card then we need to share the email to the customer by referring to the DOC ID- HOW13358. (Check Email address of the customer and send the document).
· Your current service will remain active and once you have activated the new SIM card’s the services will start from Xfinity end. (This will ensure you only have one service and pay for one service only). we want you to activate the SIM card asap so you can get the discount on your internet bill as well you can get the gift card (to check if gift Card offer is available)
· There will be one-time activation fees of $10/line and that would be included in your first month bill
· The gift card offer will be eligible post activation of the line and will be shipped to you. You can check the details of the Gift card from the following link after activation: https://XFINITYrewardcenter.com/status. (to check if gift Card offer is available)
· Need to take Preferred number and preferred time from the customer for Device activation process after delivery.

Ø COMPLETING THE ORDER VERIFICATION PROCESS
You'll be asked to complete the process in one of these ways:
o Over the phone
o By SMS (text message) or email, asking you to upload a photo of your ID

Over the Phone:
· If our Order Verification team contacts you by phone, you can complete over-the-phone verification.
By SMS or Email: Upload Photo ID:
· If you're contacted via SMS (text message) or email, asking for photos of your ID, follow the link in the SMS or email to begin the verification process. You may also receive an email that will allow you to resend the SMS to the mobile phone number on file.
· To verify your identity, we'll have you submit images of the front and back of your valid state-issued ID (U.S. only) or U.S., Canadian or Mexican driver's license. We also accept U.S., Canadian and Mexican passport books. Do not submit images of any military ID cards or Common Access Cards (CAC).
· Please ensure the photos of your ID meet the following criteria
· The name on the ID matches the account holder’s name only, not the name of a Manager, authorized user or someone else.
· The photos were taken in a well-lit area, making sure they are legible.
· You'll take the images directly within the share site. The images you capture will only be used to verify your identity and the validity of your ID. Xfinity won't download these images, and our vendor will delete them from the system once we've finished processing your request

Ø PORTING STEPS: BYOD
· If you keep your current phone and number(BYOD), use the new Xfinity Mobile Nano SIM card that was mailed to you
· Then you need to login at xfinitymobile.com/activate on a mobile device or your desktop or laptop to begin. Then, log in or create an account and select the phone you’d like to activate. You'll be asked to “keep your existing number"
o Make sure you have a copy of your bill and your account PIN.
o If you don’t know your account PIN or number transfer PIN, you’ll need to contact your carrier for assistance.
o In order to get the Number Transfer PIN, Follow below steps:

ATT:
· Dial *PORT from the AT&T device
OR
Sign into the my AT&T app.
Go to your profile and select People & Permissions.
Scroll to Transfer phone number and select Request a new PIN. Your Number Transfer PIN will display on the screen.

VERIZON:
· Dial #PORT from Verizon device
OR
My Verizon app: Create Your Number Transfer PIN
OR
My Verizon website: My Profile > Number Transfer PIN > "Generate PIN"
· Lastly you need to press “Activate” to start the number transfer process Your phone should be ready in about 10 minutes. You’ll receive a confirmation email when the activation is complete.

Ø OBJECTION Handling-FAQ’s (Verbiages)

ü It’s just too expensive
· Our service is known for saving customers a considerable sum annually vs. their current providers. You can also bring your own phones which makes our service a better fit for you.
· We have most economical pricing as compared from your current provider, as I shared you the savings. Our offerings in worthwhile! I’m sure you’ll love our service with the savings every month.
· Mr. Customer, indeed paying less and get good service is everyone’s need. Being a customer myself, I can assure you the pricing that we are offering are most economical and not binding you with any contract that means you are free to make any changes anytime.

ü I’m happy with my current provider
· I certainly understand your loyalty based on the good service that they have provided to you. However, as I mentioned previously, you can obtain that same level of service with us for far less out of pocket each month.
· We are offering you more than your current provider and saving on your monthly. Why pay more monthly when you can pay less and get better service keeping your devices and phone numbers!

ü I need to check with my spouse or Family Members
· I totally understand that. I tend to be the same way. However, if my husband came home and I could tell him we just saved X amount per month on our mobile bill, I think he’d be happy!
· As there is no payment required to proceed with the order and massive savings per month. There is no chance of No! Also, we don’t bill you without activation. It will take 2 days for the Sim cards to reach at your address. You have all the options.

ü I’m under contract and still paying for my new phones
· I totally understand! I wanted you to be aware of the service. When the time comes and you are able to re-evaluate your whole home monthly costs, you might consider Xfinity Mobile which does not require a contract.
· We have collaborated with Verizon and using same towers, our network gets boost from the 20 million WIFI hotspots auto connectivity with Xfinity mobile.

ü I don’t want to give my Social Security Number and DOB
· Xfinity chat is a secure platform which masks all critical information and in order to avoid risk Xfinity requires an SSN to ensure the legitimacy of the account

ü I don’t want to share my card details
· Xfinity chat is a secure platform which masks all critical information and in order to avoid risk you need to fill in the details on the secured link and please be rest assured about the same

ü We have more than five lines with our current provider and all of them are not paid off completely
· No requirement to migrate all phones at once. You have the option to keep lines with your current provider if you’re still paying off devices, however you can bring the phones which are paid off. You can either port the phone numbers or can have new number from Xfinity
· You have the option of spacing out your payments by adjusting your billing date for your core services so you pay your cell phone bill at a different time of the month.

AFTER SALE:
Thank you for placing an order with us, I will be sending you the steps to activate the mobile line/mobile phones/SIM. You will also receive the review email of your order within next few hours. Please review and upload the photo identity proof with-in 72 hours to avoid the order cancellation

<Customer Name>, I have successfully placed the order for you and here's the reference number:***********
The next step we're left with is activating your Xfinity mobile services.
You may expect a call from "Xfinity 888-266-2278" OR "+1-888-266-2278" to assist you in activating your Xfinity mobile services, once the order is delivered at your door steps. Please make a note of this number.

PITCHING
XM pitching line
Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?
2 line We are offering two line in $60 per month with unlimited internet, voice and text under no contract on this chat. I can help sign you up for Xfinity Mobile right away.
Moreover, you will get the access to 19 million hotspots across the country and you can enjoy unlimited wifi calling and text.

XM 1
As I can see you are eligible for adding Xfinity Mobile line. And i will be happy to sign you up for Mobile services . May I know how much are you paying for current Mobile services ?

Free Phone
Free “The promotion will be delivered to you in the form of a monthly bill credit spread over 24 months. The first credit will be applied at the time of purchase”

You are qualify for a Google Pixel 6a “On Us” when adding to a new line of service with a Device Payment Plan (DPP) and porting an existing phone number from another carrier within 30 days of purchase. The promotion, equal to the full retail value of $449.99, will be delivered to the customer in the form of a monthly bill credit spread over 24 months.

XM Savings
Saving before we go into your plan, I have another way I can save you some money.

You are qualify for a $100 Visa Prepaid card by bringing an eligible phone to a new line of service and porting an existing phone number from another carrier within 30 days.



Customer while I’m repackaging your plan, I also have another way for you to save some money, and this is just thinking outside the box , being that you have Internet with us you also qualify for our Xfinity Mobile cell phone service. What’s unique about this is it’s only $15.00 a month and it gives you unlimited talk/text and 1 gig of data. You also get to keep your same cell phone and number you have right now. Customer just out of curiosity how much do you pay for your cell phone services?”



You can lick the deal today and grab the FREE prepaid visa card , as this is the ongoing deal for your account and you won't be charged anything today, however till the activation process you can use your current services without any effect .

XM denied
hear me out once you gonna save dollars today and just for info we are using Verizon 5G network in half prices you will get $100 PREPAID visa card FREE and lines in half price under no contract .

May I know the hesitation please so that I can help you out?

Also I have an amazing deal for you by which you can lower your monthly internet bill by $25 per month and I will share you the details once this issue will be resolved , is it fine to you ?


XM Handling
I need to check with my spouse
I totally understand that. I tend to be the same way. However, if my husband came home and I could tell him we just saved X amount per month on our mobile bill, I think he’d be happy.

I’m under contract and still paying for my new phones
I totally understand! I wanted you to be aware of the service. When the time comes and you are able to re-evaluate your whole home monthly costs, you might consider Xfinity Mobile which does not require a contract.

I’m happy with my current provider.
I certainly understand your loyalty based on the good service that they have provided to you. However, as I mentioned previously, you can obtain that same level of service with us for far less out of pocket each month.

It’s just too expensive.
Our service is known for saving customers a considerable sum annually vs their current providers. You can also bring your own phones which makes our service a better fit for you.



For DPP:

I can see on your account that your eligible for Xfinity mobile- Motorola Stylus which, is "Free Full Retail" value of Device i.e. $319.99 will be credited on your monthly bills spread over 24 months . All you need to add a new line of a services and port an existing phone number . I can go ahead and sign you up for Xfinity Mobile .

BYOD:

I can see on your account that your eligible for Xfinity mobile- You are eligible for a monthly discount on your account which will be credited on your monthly bill if you will , port an existing phone number I can go ahead and sign you up for Xfinity Mobile .