Notes

Greeting:

Hi! This is Mel from the AT&T Mobility Sales Team! I am happy to help, may I have your name and your best callback number?

For us to get better experience I would really love to do an outbound call in order for us to discuss this one over the phone however due to system issue. I have no capability to do it now. No worry, just in case we get disconnected. We will surely call you back.


** APPRECIATION
Thank you for being a valued AT&T customer. We appreciate your business.

Thank you for giving AT&T a chance to earn your business.

INTENT QUESTION***
What it the main reason why you want to add new line today?
What is the main reason why you want to add a watch today?
What is the main reason why you want to add a tablet/iPad today?
What is the main reason why you want to get internet service to your home address?

MANDATED DISCOVERY QUESTIONS***

1. What is the main reason you are looking to switch to At&t?
2. What are some of your favorite apps to use on your phone?
3. Would you like to watch TV shows, YouTube videos, or stream movies on your new phone in HD?
4. How do you use your phone for business or personal?

DISCOVERY QUESTIONS FOR ADDITIONAL LINE OFFER***

Initial Question
1. How many of your family members are non-AT&T yet?
2. Do you have plans of adding a family member on your family plan?
Great! We have amazing promotions ongoing right now. Let's add them to your account and get new phone today? I am here to help you out.

3. How do you usually use your phone? Personal? For Work? Or both personal and Work?
4. May I know how often do you use your personal hotspot?
5. How do you usually enjoy your AT&T service during weekends and holidays?
6. Do you have a kids who is currently schooling? Do they have AT&T service to support their studies?

UPGRADE/UPSELL:
While working on this, I am happy to inform you that we have our iPhone 14 128GB for only $5.99/month from $20.28/month. Imagine saving $14.29/month for 36 months and you'll get this new and amazing phone today. Is there someone in your family who would love to get this? Pretty awesome promotion that will change without further notice and I don't want you to miss this!

I understand that you don't want or not interested with the new phone for now. But this is actually a great offer you can use in the near future. May I know if you have a back up device in case of emergency?

Gotcha! How about getting new watch instead? We have promotions for any apple watch today that you can get of $100 off per watch you purchase.

This can also help you track health conditions. And you can receive notifications from your phone to your watch.

How about an iPad instead? This will help you with your personal and work related. We have special deals that you can get for all iPad in where you can get $100 off for any iPad you purchase today.

This can actually help you in the long run. If you think about it. You can use it as an emergency phone for back up. you can also use as a hotspot device. Or better yet you can use it as a gift to one of your love ones.

I don't like you to miss this kind of promotion and this is just limited for a long-time customer like you.

ORDER TO PICKUP AT STORE:

The stocks reflecting on the website are not real-time. They change depending on demand. To illustrate, there is a good chance that the phone you see as "Available" online now may be sold to a walk-in customer. It will be more convenient for you if I place the order on my end. That way I can make sure you will get the exact phone you prefer down to its memory size and color. I will be happy to help you today and process the order for you. As a token of appreciation, I will waive the priority shipping fee and make sure that your order will be delivered in 2 to 3 business days. Let's go ahead and place the order with me today.

OUTBOUND SPIEL:
With your permission, I will be happy to give you a call. What would be the best telephone number to reach you now?

In order to provide you the best interaction today, I would recommend a phone call. Would you allow me to call you now?

In order to provide you the best interaction today, I would recommend a phone call. Please login to your myATT account and will be able to call you on the best contact number on the account,.

I will be happy to give you a call to any number on the account once we complete online authentication. Please login with your myATT credentials.


FIBER DOENS'T AVAILABLE:

Thank you for waiting. Upon checking here Fiber is currently unavailable at your area no worries since we are expanding our connection we'll be updating you as soon as possible. For now I will go ahead and check other options we can offer for you.

There are many factors that contribute to the timing of AT&T consumer fiber deployment including but not limited to resources local permitting access to property or community and even environmental factors. We are constantly evaluating new metros to add to the AT&T Fiber footprint like your address itself.

AT&T Fiber expansion and evolution is ongoing and is all part of the mission to make AT&T the best connectivity provider in America. that's' certain!

MRC:

Your current charge is:$212.69
By upgrading your line it will cost you estimated of $263.29/mo before taxes and fees. After all discounts, (autopay, trade-in)
________________________________
Device installment: $33.34/mo
Device installment: $33.34/mo
ONE TIME CHARGE
Upgrade fee: $35 will be added next bill
Sales tax due today: $168 DUE TODAY
<i>The deal will take effect within 3 billing cycles, meaning that the phone won't show up with the discount at the time of purchase. You will see the discount reflected once you've reached the 3rd billing

NEXT UP SPIEL:

You mentioned that you have an AT&T next on your phone right. That's great since you can do an early turn in upgrade on that line. There will be certain trade in credit that you'll get on the new phone once the turn in is done, and any remaining balance you have on that old phone will fall off.
The downside of this is we cannot trade in any phone that's not associated on that line.
CPNI: (Existing customer) Old customer

Under federal privacy law, it is your right and our duty to protect your account information. May I use your information during this Visit (Retail) / Call (Call Centers) to discuss products offered by AT&T companies? Your decision will not affect your service.
FCC: when discussing with a broadband facts and fiber

The FCC requires AT&T to offer you Broadband Facts about AT&T's plans to help you decide on a plan. Let me know if you would like me to email that to you for any of the plans we discuss today

In order for me to assist you better, I will need to ask few questions.

SENDING FORM SPIEL:

I will be sending you a secured form for us to proceed with the application. Where should I send it, via email or text message?

I have sent the form to your email/text message already. Kindly check please and fill it out immediately once received. It is a must to submit prior it will expire. Please be very careful and ensure that you are entering the most accurate information on the form as it will greatly affect your approval.

AFTER SENDING SPIEL:

Payment form has been sent, kindly check please and fill it out immediately once received. It is a must to submit prior it will expire.

ALONG THE PROCESS:

1. Let's proceed! Today, you will need to settle the sales tax which is based on the device you're purchasing today and your shipping zip code. Looking at our resources, the estimated amount to pay today is $ Is this okay?

2. Along the process, it is possible that we will need to coordinate your order application with our Analyst Team for further order verification before we can complete your order. Can I have your best number to reach? If voicemail is currently enabled, please turn it off/disable it temporarily so we can reach you immediately.

ID REMINDERS:
By the way, right after we will place your order today, it is a must that you will upload your State ID. I believe everything should be good to go by then, correct? No worries, I will send step by step instructions in a bit on how to do it.

AMOUNTED QUOTE vs CSS:

Just a heads up, the quoted amount above will be different in your customer service summary that you will be receiving later via email after we place your order today. This is because the amount quoted is already with the discount applicable in your account and your customer service summary will focus on the standard cost without the discount yet. I just don't want you to be confuse on this. I am certain, once your bill is generated, it should there the amount we have discussed today.

“Please make sure to enroll/set up your autopay once the account is established. This is to make sure that you will get the $10 discount per line as the amount provided on our chat today includes the autopay and paperless billing discount”. (if your cx is not on autopay)