MOBILE
A customer calls because they’re moving and wants Spectrum Internet. They mention, “My husband and I both have cell phones.”
What should you do next?
Explore their current mobile providers, number of lines, needs and potential savings/value opportunities before presenting Spectrum Mobile.
Customer says:“We mostly watch Netflix.”
Question:
Should the agent immediately assume there’s no Video opportunity?
No.
Ask what else they watch and how they currently access live TV, sports, news, local programming and other entertainment.
Question:
What’s a better question?
A: “would you be interested in any other services?”
B: “Who else in the household uses your Internet?”
C: “Do you want Mobile?”
Customer calls about Internet.
You discover:
At minimum, Mobile + Video/entertainment needs.
Scenario:
“I already have Verizon. I’m not changing my phone company.”
Give your best discovery question before accepting the objection.
“Absolutely, I understand. What do you like most about your current mobile service?”
Then uncover what matters to the customer before positioning Spectrum Mobile.
Customer says:
“We canceled cable because it was too expensive.”
What’s the better response?
A: “We have a cheaper TV package.”
B: “You should get Spectrum TV.”
C: “I understand. What were you watching most when you had cable?”
C
The objective is to discover the need, not immediately push the product.
Name 3 questions you could ask to uncover a Mobile opportunity.
what verbiage can you use to assume the sale ..
**Looking for certain verbiage
Can you confirm your email so we can push this order through ?
I am certain i can get your installation set up either today or tomorrow at the latest ok ?
explain why discovery should come before pitching.
Discovery before pitching allows you to pitch effectively
Discovery before pitching allows you to know what to pitch
Discovery before pitching allows you to pitch with a purpose
Customer says:“My kids stream everything, but my husband watches sports and I like local news.”
Question:
What opportunities should immediately come to mind?
📺 Different household viewing needs
🏠 Multiple viewers
📱 Potential Mobile conversation
🌐 Internet usage
💡 Opportunity to understand what they’re currently paying for
Which agent is demonstrating stronger sales behavior?
Agent A:
“Would you like Spectrum Mobile?”
Agent B:
“Who else in the home helps you enjoy these services?”
Answer: Agent B
Why?
Because discovery creates the opportunity.
The Smith household calls about an Internet issue.
Mom is the caller.
Dad has AT&T Mobile.
Mom has Verizon Mobile.
Their daughter has an iPhone on a separate plan.
Their son uses a tablet.
Dad watches sports.
Mom watches local news.
The kids primarily stream.
Tell me everything you would want to discover before ending this call...at least 4
Customer says:“I only called because my Internet isn’t working.”During discovery, you learn there are 5 people in the household and everyone has a cell phone.
Question:
How do you transition from troubleshooting into a Mobile conversation without sounding pushy?
Strong answer:
“While I’m getting your Internet taken care of, I want to make sure I’m looking at the whole picture for your household. You mentioned there are five mobile lines. Who are you currently using for those?”
what are 4 GOOD video discovery questions ?
do you and your family enjoy streaming movies together?
what is your favorite streaming apps?
how many tv will be connected?
Do you enjoy watching your local sports and news ?
what are 2 good discovery question for voice services?
-Do you have a security system ?
-Do you work from home , and require fax ?
-Do you have any children in the home ?
-Do you have a backup phone ?
Your initial offer should include what lines of business
INTERNET
VIDEO
MOBILE
VOICE
Give 5 features / benefits of spectrum mobile without mentioning price
- over 45 million mobile hotspots
-unlimited talk , text , data
- no data caps
-mobile hotspot
-
customer calls in and say all they do is stream . how would you position your offer ..
***looking for certain verbiage
No problem , no one looks at tv the regular way anymore ,,,
what 3 W's matter when doing a full household discovery
Who
What
why
GIVE a winning closing statement when the customer does not qualify for financing
So great news ,
Although we did not qualify this is what i am able to do for you today...