Easy
What is the activation charge of postpaid
125aed plus VAT whereas VAT is added on the 1st bill
What is the standard greeting for greeter/MF/RF/LF
Greeter: Good morning Welcome to Etisalat how may we help?
MF/RF/LF: Good morning Welcome to Etisalat Digital Store how can we help?
What are the 3 things that you need to inform in MNP scenario
1. MNP is free of charge
2. There's no service interruption (once your old simcard get's disconnected your Etisalat simcard will work)
3. SLA is within 24 working hours
What is AAA Technique (Describe and Discuss)
1. Ask = ask permission to your current customer
2. Assess = Assess if transaction will take long time
3. Assign = Assign token if it's going to take long time or Assign ussd code if IVR could help then provide the code
What is the installation fee for eLife?
eLife activation charges include 199 + VAT, which will reflect on the first month bill
What is the greeting for CSR/Agent (for Digital Store)
CSR: Good Morning "my name" is how can I assist you?
Agent: Good morning (Mr./Ms) mention customer name, "my name" is and I'm going to assist you?
What are the things you can cross sell with New Postpaid
1. Device Installment
2. Accessories
What is the maximum capacity of the store?
SM/DM or Trainer could decide if the correct maximum capacity is provided
What is the activation charge of MNP?
Free of Charge
What is the standard farewell?
Is there anything I can help/assist you with? It was pleasure serving you, have a nice day
What are the things you can cross sell with MNP?
1. Create interest Device Installment
2. Accessories
When do you activate the Safety Journey in your store?
SM/DM or Trainer could decide if the correct maximum capacity is provided
What is the cancellation charge for postpaid
current month + one month extra + online due or any outstanding bill + 5% VAT
What is the standard greeting as a greeter for Rush scenario?
Greeter:
1st customer = Good morning Welcome to Etisalat how may we help?
2nd customer = What about you?
3rd customer = What about you?
What are the Cross Sell for Device?
1. New Postpaid
2. Accessories
Give the correct direction for the following:
New postpaid:
eLife:
New postpaid: you can explore the device and accessories while waiting
eLife: you can explore the elife area and accessories while waiting
What is the cancelation charge for eLife
current month + one month extra + online due or any outstanding bill + remaining device charges + 5% VAT
For Digital Store: what is the Etisalat Go guideline to introduce the touchpoint to the customer
For Smart store: (bonus question)
1. The is our new and easy touchpoint called Etisalat go
2. you can start the process by touching the screen
3. continue the process by putting your emirates id (introduce the machine peripheral)
4. whenever you needed support my colleague is around (pointing to the colleague) or you can enroll yourself in our token by putting your number from need help button and meet my colleague from the meeting point
What are the Cross Sell for eLife
1. Cross Sell for TV gaming, home zone etc
2. Accessories
Give a sample Need Analysis
SM/DM or Trainer could decide if the correct needs analysis is applied