Greet and Verify
The Greeting includes ADT branding, the _ _ and the customer is asked how they are doing?
What is: agent's name?
We only tease on these calls.
What is: Eligible At-Risk calls?
An example is "I'd be happy to take your payment".
What is: ownership or assuring statement?
We do this before extending an offer.
What is: Resolve customer's issue?
Contract is for __ while the lock is for 3 years.
What is: 12 months?
"Thank you for choosing ADT" is an example of this.
What is: Closing statement?
"Thank you for calling ADT, this is Trish, how are you today."
What is: greeting?
Length of time with ADT.
What is: tenure?
Customers concerns/needs are acknowledged _.
What is: empathetically?
Find issues the customer may not be aware of.
What is: account review?
Script must be read __.
What is: Verbatim?
"Is there anything else I can help you with?" is an example of this.
What is: closing?
What is: white glove?
Daily Double!!
Teasing the offer can be done after __ but before ___ ____.
What is: Verification and ownership statement?
Understanding what the customer is calling about.
What is: active listening?
Confirming you understand all the customer's concerns.
What is: paraphrasing?
Reason we would skip offer 1 on an At-risk call?
A reminder including your name.
What is: survey?
Customer's name and service address
What is: Verifying or Verification?
Inform the customer that they qualify for savings due to their __ to ADT.
What is: Loyalty?
The customer is _ for their business.
Metric impacted by addressing and attempting to resolve all issues.
What is: FCR?
Daily Double!!
Ask a mixture of __, ___, and calibrated questions to determine what part of the offer the customer objects to.
What is: Discovery and clarifying?
What you did for the customer and next steps.
What is: recap?
The second approved method to authorize a customer.
What is: OTP?
You would not tease on these 3 call types.
What is: CHS, AM billing, or Rate Reduction?
Ensuring you understand the reason for their call.
What is: Paraphrasing?
Asking open ended questions to get to the root cause.
What is: probing?
When the new rate goes into effect.
What is: Next billing cycle?
Survey must be mentioned _.
What is: neutrally?