Verizon Products & Services
A customer wants faster streaming speeds at home but doesn’t want cable. Which Verizon solution should you recommend, and what key selling point would you highlight?
What is Verizon Home Internet (VHI), emphasizing no annual contracts and simple plug-and-play setup?
A customer asks why Verizons device trade-in offers are better than competitors. How should you respond?
By explaining Verizon often offers trade-in credits regardless of device condition and applies them instantly.
Whats a powerful opening question that uncovers both customer needs and motivations?
What is Whats most important to you when it comes to your wireless service?
What is the maximum cashback rate a customer can earn, and on what purchases?
What is 4% on Verizon purchases?
What does own the customer experience mean in day-to-day interactions?
What is taking responsibility for solving the issue fully, not passing the customer off?
A business customer needs reliable coverage for multiple employees working remotely. Which Verizon plan feature best supports them?
What is Unlimited Plus or Ultimate for Business, offering premium network access and hotspot data?
How can the Better Deal Guarantee be positioned to overcome a price objection from a competitors customer?
By emphasizing that Verizon matches or beats the competitor while delivering superior network quality and value.
A customer says, I just want the cheapest plan. Whats the best way to respond?
What is acknowledge their concern, then reframe by connecting value to their usage and experience needs?
A customer hesitates to apply for the Verizon Visa Card because they already have multiple cards. What’s a strong value pitch?
What is no annual fee, instant rewards in Verizon Dollars, and savings directly on their bill?
Whats one phrase that transforms a transactional conversation into a relationship-building one?
What is Lets make sure you’re getting the most value out of your plan?
What’s the main difference between Unlimited Ultimate and Unlimited Plus in terms of value and perks?
What is Ultimate includes international travel data, more premium data, and higher hotspot limits?
What type of verification is required for a teacher or nurse discount, and how long is it valid before re-verification?
What is proof of employment (ID or paystub), and it requires annual re-verification through ID.me.
You’ve uncovered a customers need for hotspot data. How do you guide them to the right plan without overselling?
What is recommend based on actual data habits, showing cost-benefit of premium vs. base plan options?
What happens to Verizon Dollars if the customer cancels their Verizon account?
They forfeit unused Verizon Dollars after account closure.
How does improving NPS directly impact store performance?
What is it builds retention, referrals, and increases long-term sales consistency?
A customer’s phone is lost and they need a replacement today. Which program should you recommend, and how would you position it?
What is Verizon Mobile Protect, highlighting same-day delivery or replacement and 24/7 tech support?
A customer wants to bundle Verizon Home Internet with their wireless service. How can you position the savings and convenience?
Explain that customers can save up to $25/month when bundling 5G Home or LTE Home Internet with Verizon Wireless, and highlight the benefit of simple setup and no annual contracts.
What are two behaviors that most directly impact HPU performance?
What is consistent customer flow engagement and efficient time management during transactions?
What is one way to integrate the Verizon Visa Card naturally into a device or accessory sale?
What is positioning it as a way to save instantly or earn rewards on their current purchase?
Describe how to turn a complaint into a sales opportunity.
What is listen, empathize, resolve, then transition into an upgrade or add-on that improves their experience?
How can you use the My Verizon App to increase customer loyalty and reduce future in-store issues?
By teaching customers how to manage bills, monitor data, and redeem rewards independently, building confidence and retention.
If a customer wants to switch from another carrier with early termination fees, what Verizon offer can help them transition smoothly?
What is Verizons Switch & Save or rebate promotions via virtual prepaid cards?
A rep struggles with closing. What coaching approach would help them gain confidence and consistency?
What is role-playing objection handling, setting micro-goals, and celebrating small wins to build momentum?
How can a rep link the Visa Card to long-term loyalty goals?
By showing it builds ongoing savings and ties the customer into Verizons ecosystem through Verizon Dollars.
How do Verizons core values connect to customer experience?
What is Integrity, Respect, Performance Excellence, and Accountability each ensures customers feel valued and supported?