Call Behaviors
This is an example of a "Set the Agenda" Statement.
What is "I can definitely help you out with your request, in order to do so I need to ask a few questions to ensure that we are providing you with the best solution for your home."
A customer can record this many shows at the same time if they have a Spectrum HD DVR box.
What is 2.
These are the three parts of the ARM method.
What is acknowledge, respond, and move?
These are the call types that you will receive during your first 6 months at Spectrum
What are existing customer calls?
Is this an Assumptive Close or Not? "If you like, I can set you up with our Quad play that has TV, Interet, Voice, and MOBILE?"
What is NOT?
"Thank you for your patience, I am still working on your account, I will be with you as soon as possible"
What is "checking in with the customer"
These are three ways a customer can get a free mobile line.
What is with a new internet sale, an existing internet customer without mobile, and purchase 4 Mobile Lines.
If you do not uncover information in THIS stage of the call flow, you will not be able to successfully address hesitations.
What is Discovery?
Saying "I'm going to ask you a few questions to learn about your needs" is an example of this.
Is this an Assumptive Close or Not? "Sounds like you'd enjoy our Triple Play Bundle. Would you like me to ship the equipment directly to your home?
What is Not
"I understand that an internet outage is frustrating and I am going to get this issue resolved before we get off the call today, while we are investigating the issue, I am going to ask you some questions to make sure you are getting the best deal you can get with us."
What is an ARM statement?
These are THREE of the "connected" devices on which customers can view the Spectrum TV App
What are Apple TV, Roku, Samsung Smart TV, Xbox One.
This creates a feel of "commonality" between you and the caller - which is important when hesitations arise.
What is building rapport?
This is the call flow step that immediately follows Discovery.
What is the Pitch?
True or False? The Assumptive Close is at the end of the call flow with the Recap.
What is False?
This is a list of information you must provide to the customer at the end of every completed sale.
What is Truth in Billing?
Depending on the area/market, Spectrum Internet Premier could reach up to THIS top speed
What is up to 500x20 MBPS?
You must first find this out before you attempt to overcome a customer's hesitation
True or False? Active listening is part of Discovery
What is TRUE?
This is the call flow step that comes after the initial assumptive close.
What is Addressing Hesitations?
We must send this information to every customer that inquires about internet or mobile service.
What is Broadband Label?
Customers must have THIS service to qualify for Spectrum Mobile.
What is Spectrum Internet?
These are THREE of the many common hesitations we have discussed in class.
What are:
Cost/Price, Ask spouse, Shopping, Avoiding change, Competition
True of False? This is a high-value Discovery question: "Would you like to get our mobile services?"
What is FALSE?
True or False? Closing begins at the very start of the call
What is TRUE?