Who am I?
"Thank you for calling Suburban Propane. My name is Nicole. How may I help you today?"
What is A1 - Provides name and sincerely offers to help?
A2 - Acknowledges with a genuine desire to serve - "I'd be happy to help you."
What is sets the tone for the rest of the call?
What is acknowledges the customer's needs so they know we are listening and that we are here to help address their concerns?
A2 - Acknowledges with a genuine desire to serve
What is an enthusiastic phrase? "I'd be happy to help you!"
C6- Provide an example warm close
What is - "Thank you for calling Suburban, my name again is ____, please call me anytime if you need help in the future."
Must include: Name, Offer to Assist, and Branding of Suburban
A2 - Acknowledges with a genuine desire to serve
What is Meets?
"I can definitely help you with that delivery today!"
What is A2 - Acknowledges with a genuine desire to serve?
A1 - Provides name and sincerely offers to help - "Thank you for calling Suburban, my name is Jennifer. How may I help you?"
What is makes the customer feel welcomed?
What is sets the stage for a positive interaction?
What is provides an overall good first impression?
A1 - Provides name and sincerely offers to help
What is a sincere offer to help -
- "How may I help you today?"
A1 - Answer the phone and provide a greeting
What is - "Thank you for calling Suburban Propane. My name is ____. How may I help you today?"
Must include: Name, Offer to Help, and Branding of Suburban
A4 - Acknowledges and uses the customer's name EARLY in the call.
What is MEETS?
"Thank you for calling Suburban. My name again is Sarah. Please call me if you need help in the future, I'm happy to help"
What is C6 - Warmly closes call and brand Suburban Propane?
A3 - Asks permission to ask questions using an other-centered roadmap - "May I ask a few questions along the way to better assist you?"
What is allows the customer the freedom to choose?
What is positions us as the ambassador to lead the call and set expectations?
What is gains the customer's commitment to ask questions throughout the call (clarifying and discovery)?
What is builds trust and ensures the customer is open to sharing with us (receptive)?
C6 - Warmly closes the call and brands Suburban Propane
What is the branding of Suburban (Propane)?
- "Thanks for calling Suburban, have a good day."
A3 - Ask permission to ask questions with an other-centered roadmap
What is - "Would it be okay to ask you some questions along the way to help you better?"
Must include: Permission phrasing and other-centered roadmap. Avoid limiting or conditional phrasing.
A3 - Asks permission to ask questions using an other-centered roadmap
What is Attempts to Meet?
"May I ask you some questions throughout our conversation today to help you better?"
What is A3 - Asks Permission to ask questions using an Other-Centered Roadmap?
A4 - Acknowledges and uses the customer's name throughout the call (early/middle/end.)
What is personalize the conversation and connect with the customer?
What is to help us build trust, credibility, and rapport?
A3- Permission to ask questions using an other-centered roadmap
What are the other-centered benefits/roadmap (what is in it for the customer) and limiting (what happens after we pull up the account)?
"To better assist you along the way."
A2 - Demonstrate your desire to serve using an enthusiastic phrase and upbeat tone.
What is - "It would be my pleasure to assist you today!"
Must include: Enthusiastic phrase and willingness to assist demonstrated in tone and pace.
A1 - Provides name and sincerely offers to help
What is Attempts to Meet?