Probing Questions
A customer says, "My bill is too high." What's the first thing you should do?
Answer:Ask a probing question to understand why they want to cancel. (Give example)
Before giving discounts, what should agents explain?
Answer: The value of the service. (Give example)
What should be your goal before offering the deepest discount?
Understand the customer's needs and defend value.
True or False: Can you still process a change in price with a missing polygon?
Answer: True
Customer:
"Just cancel it."
Question: What should you avoid doing immediately?
Answer: Processing the cancellation or jumping straight to discounts.
What is one good question to ask a customer who says they found a cheaper provider?
Answer: What price were you quoted and what services were included?"
What is one feature customers often overlook when comparing providers?
Answer: Services, equipment, reliability, safety & complaince, environmentally friendly, customer support,
True or False: The first offer should always be the lowest possible rate.
Answer: False.
If you are forced to select items in available products in order to proceed with a change in price, will that effect the order?
Answer: No, mention in execption notes that the form wont allow the change in price without selecting available products
Customer:
"I found a cheaper provider."
Question: What information should you gather before discussing offers?
Answer: Competitor pricing and service details
True or False: If the customer says cancel, you should immediately discuss offers.
Answer: False.
Why shouldn't you immediately match the cheapest competitor?
Answer: You may be able to save the customer at a higher revenue point.
A customer's bill is $90. They want to be around $80. Should you start at $35?
Answer: No.
What is the work around if the New Change Form does not allow you to make any changes?
Answer: To use Old Form
Customer:
"I put out one bag of trash a week."
Question: What should you explore first?
Answer: Trash assessment whether the customer needs a different service rather than cancellation.
Why is it important to identify if price is the only issue?
There may be other concerns impacting the customer's decision.
What is the risk of discussing discounts before discussing value
The customer may focus only on price and miss the benefits of keeping the service.
Why can moving too quickly to a deep discount hurt retention results?
Answer: It reduces revenue and may not address the customer's true concern.
If the you have to resort to use the old change form or update account info case, what evidence do you need to provide to support your case?
Answer: Screenshot
Customer:
"I've called every year because my bill goes up."
Question: What is the customer's likely frustration?
Answer: They feel they have to repeatedly negotiate to maintain an affordable rate.
Name two probing questions you'd ask a customer wanting to leave for a competitor.
Answer: Various acceptable responses.
What is a strong value statement for a customer comparing providers?
Answer: Various answers
Question: What is revenue preservation?
Answer: Saving the customer while maintaining as much revenue as possible.
True or False: If you are submitting a change in price and the 1st of the month is not available, you should select the last day of the previous month.
Answer: True
Customer:
"Unless my bill is cut in half, I'm leaving."
Question: Why is probing important before negotiating?
Answer: You need to understand whether price is truly the only concern and what the customer's expectations are.