Customer Clues
The customer said they have some devices connecting to their owned modem that work slower than others but cannot figure out why. Their app does not give them the option to test in-home Wi-Fi signal strength or test the speeds of each device. Recommending this product will give them that ability, and boost your GSR.
What is an Xfinity Gateway?
This Xfinity product includes over 10,000 hours of free content
What is Xfinity Flex?
When Discovering Needs, which core service should you start with?
What is Leading with Internet?
"You want to save money, I'd highly recommend ______ so you can save on your cell phone bill"
What is Xfinity Mobile?
Asking "How much do you pay for your cell phone and for how many lines?" will help you to recommend this GSR impacting product
What is Xfinity Mobile?
The customer says they have had their modem forever and think it should have been upgraded years ago, which GSR-impacting product would you recommend and why?
xFi Complete because it comes with tech upgrade every 3 years
Upgrading an internet customer from a lower internet speed to this speed or higher will be counted as XSR
What is Superfast?
What is the current XM "On Us" Device Offer?
What is Google Pixel 7?
"You love to watch Netflix and Prime Video, I'd highly recommend _____ so you can stream those subscriptions seamlessly with our voice remote"
What is Xfinity Flex?
"How do you access your entertainment platforms?" is a great question to ask so you can recommend this product to an internet only customer
What is Xfinity Flex, XFINITY X1 or XTV.
You were discovering needs and building rapport and uncovered that your SFAST & POPTV customer that you are talking to spent the weekend watching NFL games and has a competitive fantasy team. Making this recommendation will help your GSR and their gameday picks.
What is Ultimate TV?
It comes with NFL Network, and ESPN NEWS!
Upgrading a customer's TV package to this one will allow them to access channels like Westerns, NFL Network, Paramount, and Cartoon Network
What is Ultimate TV?
What is "Solve It Mode"?
•Asking probing questions as soon as the customer states their issue
•Verifying the customer without acknowledging what the customer has said
•Focusing on the issue or facts before the customer’s feelings
"You have 11 devices connected to the internet on a busy day, I'd highly recommend _________ so you can power those heavy usage activities across all your gaming and streaming devices at the same time"
What is Superfast Internet?
(Ultrafast or Gigabit Extra are acceptable answers)
"Do you have any smart home devices?" will help you to uncover a need for this product
What is XH Pro or Self Protection?
During probing you uncover that your customer has a Nest thermostat and a Philips smart light connected to their internet. This GSR-impacting product will help them control those in one easy-to-use app
Xfinity Home
What is the primary difference between the Xfinity Pro Protection and the Xfinity Pro Protection Plus?
What is 24/7 Video recording?
What is the Rediscover Step in the process of Revealing the X?
The rediscover step is a process of asking more of the right questions in case more information is required to right-size the customer, or to address a customer objection.
You customer has their own modem and they're paying $30 for unlimited data, what GSR-impacting product would you recommend?
What is Xfi Gateway or xFi Complete?
When it comes to discovering needs, what types of questions are typically categorized as closed questions?
Closed questions are typically categorized as questions that can be answered with a simple "yes" or "no".
While building rapport the customer shares that they just got home from a trip to visit family in India. Adding this product will get them an additional discount and keep them in touch with friends and family there with unlimited calling
What is Xfinity Voice?
3 Benefits of XFI Complete
Gateway Tech Upgrades
Whole Home Wifi Assessment/Xfi Pods
Unlimited Data
Advance security on the go
What are the 3 components of The Power of X?
To Discover the X
To Solve for X
To Reveal the X
Customer has several lines on their current mobile plan and cannot move them all right now - How would you respond?
You can try it out with one line, then move the rest over at a later time.
"Is your internet connection consistent throughout your home?" will help you address any connectivity issues your customer may not have mentioned, plus you can recommend this GSR product that can detect dead spots in the home now and every 6 months
What is xFi Complete?
HOW20201 Xfinity xFi Complete — Whole Home WiFi Evaluation