Finding Potential
Cues and Clues
Active Listening
100
Highest Potential
What is a customer with one or two services?
100
My son is having difficulty playing games online.
What is speed tier increase?
100
Making the customer aware of features lesser known to them. (Xfinity TV apps).
What is customer education?
200
Middle Potential
What is a customer that has all three services without premiums or a DVR?
200
"I just moved from overseas and miss my family."
What is Worldwide 300?
200
Great, I understand, sounds good, I like that too.
What is reacting to the customer?
300
Customer asks about a service or drops a clue.
What is the least potential?
300
"I am calling on my cellphone and I don't receive great service at home."
What is a triple play by including CDV?
300
Responding to the customer and indicating attentiveness to their needs.
What is active listening?
400
Customer began call angry and has called in 7 times in the past week.
What is an inappropriate sales opportunity?
400
"I just had our new home built and have recently moved in."
What is home security?
400
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What is a clue for offering family programming?
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