DISCOVERY #1
This customer struggles with managing Wi-Fi, smart devices, or entertainment systems.
Customer is not tech-savvy. Advise the customer they receive 24/7 support, Tech Coach and In-Home visits to take care of the technical issues
This customer is moving.
Moving, even a short distance, can be stressful. VHDP subscribers receive the installation perk for wall-mounted TVs, smart door locks, soundbars, etc.. for no additional fee. One less issue to figure out.
This customer does not like the hassle of providing documents to start a claim.
We trust and value our customers' time.
When filing a claim for covered home tech, customers do NOT need to provide receipts or proof of purchase.
This customer says, "I bought an extended warranty from Best Buy / Apple."
Highlight that store warranties cover single items with claim limits, while VHDP covers virtually all household tech present and future"
CLAIMS
You can file a claim in a few simple steps
1.Use Tech Coach app or call
2.Asurion checks/approves the claim
3. Receives your replacement product
This customer has provided limited discovery information, however has AutoPay on the account.
Use the AutoPay analogy; VHDP is hassle-free, set it and forget. It's there when you need it.
This customer has a child away at college as well as a summer home.
Second Residence Coverage is a great benefit for this customer, as VHDP covers devices at a second location (such as a rental property, college student's apartment, or parent's home)
The customer doesn't want to pay for a service that they cannot use for 30 days.
No waiting is required. As of October 8, customers can file a claim for Verizon Home Device Protect (VHDP) on the same day it’s added. Previously, customers had to wait 30 days before filing a claim. This update gives customers immediate peace of mind.
This customer says, "I don't own enough electronic devices to make this worth it."
Remind the customer that the average household owns over $5,000–$11,000 worth of connected technology across TVs, laptops, and smart devices. Use the VHDP Calculator to show the customer the value of their items.
VHDP MRV
$150
This customer has laptops, tablets and Smart TVs.
Multi-Device household. Emphasize that VHDP covers past, present, and future eligible connected tech in one plan.
This customer finds it difficult to reset passwords and use smart devices.
Dealing with technology is a challenge for this customer. VHDP includes two expert in-home visits per 12-month period to set up, connect, and optimize smart devices.
This customer says they heard there is a service fee on top of the monthly fee.
The Service Fee is similar to an insurance deductible, however, many items DO NOT HAVE A SERVICE FEE.
remote controls, game controllers, monitors, keyboards, smart device hubs, most smart alarms,
This customer says "I have Verizon Mobile Protect. Isn't that the same"?
They are not the same. Verizon Mobile Protect covers your mobile phones, smartwatches and tablets that have a line on a Verizon mobile account.
VHDP provides coverage for your eligible home tech products. It also provides 24/7 remote premium technical support, and includes two in-home visits per 12 months.
VHDP Goal
4+ PER MONTH
This customer works from home and/or someone in the home does online classes.
The devices need to be protected as to not interrupt work/school. Emphasize that VHDP covers laptops and tablets against accidental damage coverage (drops, spills, cracked screens)
This customer says they mainly do gaming, not much else.
Since gaming is major part of their life, VHDP is he perfect partner to protect/replace gaming systems, gaming laptops, gaming monitors (TVs) and gaming wearables. All those items covered for less than $1/day.
This customer says, "I already have Homeowners or Renters Insurance."
Point out high $500-$1000 deductibles and coverage restricted to catastrophic events (fire/theft) and not wear & tear or power surges. Whereas, VHDP has low to $0 service fees and covers normal wear and tear as well as power surges.
This customer says, " You probably limit the number of claims I can make".
REWARD INCENTIVES THRU 10/25
KNOCK IT OUT THE PARK
Reps earn unlimited Award Points for achieving bi-weekly featured product targets
REACH TARGET OF 2 VHDPs = 50 AWARDS POINTS EVERY TIME TARGET IS ACHEIVED
This customer mentions everything keeps increasing in price.
This is a price focused customer. Emphasize how this 'COST SAVING PLAN' is budget friendly and takes the worry out of unexpected device expenses.
This customer uses a few tech devices and likes going into the stores for help.
In-store services available for $0 fee at uBreakiFix locations for VHDP subscribers. They can always go into a store for cleanings and tune-ups, performance optimization, virus removal for most laptops and tech recycling
This customer says, "I can't afford an extra $25 per month."
Reframe as $0.83/day (less than $1/day) budget protection against $500+ out-of-pocket replacement costs"
This customer says "I need to speak with my spouse/partner/roommate before I add anything to our bill"
I understand that, my household runs like that as well, however, we do allow each other to make decisions that's less then a $50 change. I know they would appreciate the immediate coverage and budget friendly rate. There's no contract, so if you partner totally disagrees, we cannot remove it.
4-STEP FRAMEWORK
ASSESS THE ACCOUNT
MAKE THE MATCH
FEINESSE THE FEATURES
BOOST THE BENEFITS