Move The Revenue

Set The Agenda

5

This is the technique used to transition to discovery on "Non-Sales" Calls

Reflect-Deflect-Resume

10

This part of the call is where agents set the tone and start to control the flow of the call at the beginning."

Setting the Agenda

Initial Objections

5

What are the two overcoming objection techniques?

RARE, Feel-Felt-Found

10

What do the two overcoming objections techniques have in common?

Acknowledge and/or empathy

Discovery Questions

5

This type of discovery question is used at the beginning of the conversation to verify facts and ensure shared understanding before exploring customer needs.

Information Clarification

10

Instead of asking, "What services are you looking for?" agents should begin move-related discovery by understanding this life change and what is different about the customer's new home.

starting with the MOVE

Better Together

5

What is one of the biggest benefit for members when they combine Xfinity internet and mobile?

Value & Savings

10

Name the three components that must be connected to create value for the member:

 Features, benefits and members need.