Back To Basics
What is a bounce lead?
created because a customer completes some portion of the pop-up screens on the Comcast Business Web Site.
Who has the opportunity to be a top performer?
EVERYONE!
Why is getting the customer engaged important?
first impression, draws customer in and sets the agenda
What is resistance?
a dismissal from a customer.
What is a compelling event?
it is the reason that caused the customer to put in a bounce inquiry, call in, etc.
How do you get a bounce lead?
Once a customer fills out the information on the website it will then be sent to you via email
What kind of mindset does not pre-judge a call?
positive
What are the skills for engage?
greet the customer with enthusiasm, capture the customers attention with a value statement, setting the agenda and ask permission to consult.
What are the steps for resolving resistance?
Acknowledge, question, position, check
When uncovering the full picture you should not use questions focused around ___?
products, pricing and promos.
How long do you have to work a bounce lead?
45 minutes or it will be automatically re-assigned.
What type of mindset is someone who doesn't research ahead of time and they wait to convert after speaking to the customer?
negative
What should have the customer wanting to hear more?
value statement
Where in the call might you hear resistance?
any part of the call!
When uncovering the full picture what should the rep be focused on?
Business based questions, whats important to the customer, things they like/want to change
What does Speed to lead mean?
Quickly being able to call/lock the customer before chat/inbound gets to the customer.
What are some instances we may pre-judge a sale?
Residential, certain types of business, salability
what helps the customer understand why you're calling and what's in it for them?
setting the agenda.
True or False: A resistance means you can not get the sale due to the customer not wanting to move forward.
FALSE
TRUE or FALSE: opening a new business is a compelling event
TRUE
What is a web lead?
created because a customer completes all the fields in the pop-up screens and requests a call back.
What is required to make a sale?
a lead!
What part of engage makes sure the customer wants to engage in a conversation?
asking permission to consult.
TRUE or FALSE: "My bill is too high" is an example of resistance.
TRUE
Should we pitch a customer based on the compelling event alone?
NO we should dive deeper cause the compelling event is just the surface level of what's really going on.