Tools
Added value
Unlimited Focus
Deliver the Promise
Random
100
Tool that recommends proactive offers to our customers
What is My Offers
100
Program used to reward customers
What is Verizon Up
100
This plan now includes Canada & Mexico and will only prioritize you if you are on a congested site
What is Go Unlimited
100
Earning the right by providing a statement letting the customer know you understand their issue
What is Connection - Acknowledgement
100
This is an example of "because you told me you want to add a line for your teenager I would absolutely recommend you going on the Beyond Unlimited as this will allow her to do everything she wants on her device without any worries about additional cost. It will also allow you to experience those same benefits..."
What is Recommendation - Selling the benefits to the customer
200
Tool used to retain customers and locate account specific offers
What is Compass
200
Protection for devices that does not extend the warranty
What is Wireless Phone Protection
200
This plan includes 22GB of High Speed Data and is the most value to be able to truly use your services
What is Beyond Unlimited
200
"How do you typically use your phone?" is an example of what?
What is Open Ended/Discovery question? Follow up - why is this question helpful?
200
Rev Gen is what % of the PA
What is 15%
300
Account tool to analyze past usage and plan recommendations
What is What if
300
Oh no you are out of warranty by 2 months but wait you have this awesome $3 feature so you are covered!
What is Extended Warranty
300
Moving a customer up to Unlimited from 16GB plan is called what?
What is Step up!
300
"Since we have selected a device, let me go ahead and get that ordered so you can pick it up in store today, how does that sound?"
What is Recommend - Closing the Sale
300
Loyalty and Generating Revenue is all employees responsibilities, not just telesales/retail. True/False
What is True- We are all business owners and as such should strive to push for increased revenue.
400
OST that updates with frequent offers available to customers, new and old.
What is Promotion Landing Page
400
With this service you get phone protection, tech coach, and an extended warranty!
What is Total Mobile Protection
400
Moving a customer back to their lower plan is an example of what
What is Step Down... Why don't we want to do this?
400
This email should be sent after each upgrade as it provides the customer with their next steps to activate and use their device
What is Share information for the future - Set Up For Success One Message
400
Customers with TMP are much less likely to churn than customers without TMP. True/False
What is True. We know the value of TMP. Customers without TMP are more likely to be enticed by other carriers as they are having a poor experience with their damaged/lost device.
500
Tool used to compare Verizon vs Competitors
What is Competitive Guide
500
Our goal is to add TMP with ___ upgrade
What is EVERY Upgrade!
500
Role Play Acknowledgement - Customer: I am tired of inconsistent bills for my one line of service, I need a simple bill or I am leaving...
Example of Got it: "Oh no, I can totally understand being frustrated with inconsistent bills. Let me tell you about our simple set price unlimited plan. The cost is consistent which I know is important to you..."
500
How would you thank your customer for allowing you to order them their new iPhone X?
Got it example - Recap, show appreciation and share in the excitement of their new device, and appreciation statement. "Thank you for letting me get you a new iPhone X, I know you are going to love this device once you receive it in two days. You should get your email soon with tracking information by tonight. Did you have any other questions for me? Thank you for choosing Verizon Wireless, we truly appreciate your continued loyalty since 1997.
500
Verizon has given us 50 shares of stock. Revenue Generation is a key to driving stock performance. How do you plan to make 2018 our best year yet for Revenue so we can see gains in our investments?
Open answer -
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