Sat New Hires Must pass this test at the end of new hire training to advance on the floor.
True
False
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True
False
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Try to sell Frontier Secure, internet, phone, and or ADT then give them the CS number to move their service to the new residence.
Tell them to set up a 2nd account so they get new promotions, and cancel their old one when they get installed.
Set up a new account at the new residence in the wife’s maiden name and tell them to cancel the old account when they get installed.
Ask them if they think Karl Malone is a LEGEND, and why. Then hang up and tell them good day sir.
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Question Always Qualifiers
Quality And Quivers
Quails Always Qualify
Question Answer Question
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True
False
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$79.99
$12.99
$39.99
$19.99
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True
False
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True
False
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True
False
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True
False
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True
False
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True
False
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True
False
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True
False
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True
False
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Asking them why they don't want to set up
Provide a solution
Quick Validation
Hang up
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"Yeah that's fine. Go ahead and just call us back when you're ready to set up service."
"Speaking this over with your spouse is very important. What we'll go ahead and do is get the service set up with a tentative install date, I will email everything over to you so that you can print it out and discuss this with your wife, and if you need to make any changes, go ahead and calls us back. Do you prefer tomorrow or the next day for install?"
"Why do you need to talk to your spouse? Are you required to talk with your spouse before buying grocery's at the store?"
"I completely understand. We'll go ahead and get your spouse on the phone now and make sure that we've covered and included everything that they need. What's the best contact number for them?"
"That definitely understandable. So from what you told me before, it sounds like your spouse likes Discovery, OWN, Oxygen, and the NATGEO channel and having a DVR is important. What else are we missing that hold your spouse back from setting up service today?"
"Talk to your spouse? But I'm giving you movie channels for free."
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"We're going to go ahead and get you credit qualified. What is your date of birth?"
"Sooo..... Do you want service today?"
"CAN we do a credit qualification?"
"So the total amount due today is $112.47, would you like to use the same Visa that you used to qualify or would you like to use a different card for that?"
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Dodge
Miss
Love
Expect
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"So, do you want to set up service?"
"How does that sound?”
"What email did you want me to send that confirmation to?”
"Now don't you feel a lot better?”
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10GB Anytime/50GB Off Peak
20GB Anytime
10GB Anytime/50GB Off Peak GB Plus
15GB Anytime/15GB Off Peak
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True
False
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True
False
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1000
700
2000
500
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"Weird. Everyone loves Comcast."
"Yeah that's frustrating. What have they done now?"
"I'm sorry to hear that you're having some tough times with them. What has you so upset with them?"
"How many TV's would you like to have set up?"
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Premium movie channels
Protection Plan
Blockbuster @ Home
All of the above
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True
False
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True
False
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True
False
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American-made vehicles
Laptops/iPads/Desktop Computers
Nixon Watches
Cell Phones
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Offer the Smart Pack in all cases
Offer the package that fits their needs the most
Always set the customer up with the AT200
F10 Cable the customer and take an extended break in "Unavailable"
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1000
700
2000
500
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Validate
Offer a solution to the objection
Isolate the objection
Keep the needle moving/Drive the conversation forward with your question
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True
False
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50mbps
25mbps
15mbps
10mbps
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9
8
3
5
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The customer says that they want to talk to their spouse.
The customer says that the package is too expensive.
The customer is trying to get off the phone.
The customer is not willing to give out their social security number.
The customer has an objection when the agent attempts to collect payment.
The customer says "Orange Julius"
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Offer a solution/ minimize the objection
Validate
Keep the needle moving/Drive the conversation forward with your question
Isolate the objection
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$10/mo Bundling Discount
$20/mo Bundling Discount
The convenience of 1 bill
24/7 Customer Support
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Isolate the objection
Validate
Offer a solution
Tell the customer that today is the best day ever
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"You don't need to talk to your spouse, they are going to love this package that I am setting you up with."
"Yes it's a 24 month agreement and you don't have any other option."
"Is this your only objection to setting up TV service with Dish Network with me today for 24 months?"
"Is there anything else holding us back today?"
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True
False
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True
False
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True
False
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"I hear ya on that, you know I never set anything up or make any decisions without talking to my spouse, either.
"I hear ya loud and clear."
"Yes it's a 24 month commitment, but it's no big deal."
"Sure, I understand."
"Why would you want to check around?"
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"What prompted your call today"
"Tell me about your current situation"
"Welcome to US Dish, the authorized retailer for Dish...."
"What are some of you must-have channels?
"In a perfect world, what would you like to have with your service that you are not getting now?"
"You've called the right place. I'm a home services expert."
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Verizon
Frontier
ADT/Vivint
HughesNet
Centurylink
Qwest
AT&T
Windstream
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Overcome them
Ignore them
Validate them
Erase them
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