Excellentsales.files.wordpress.com



REENACTMENT BASED ON REAL CALL FROM TIME AT COMCASTSituation: Customer was calling to inquire about television for his home.At Close: sold customer 4 Product Package (Cable, Phone, Internet, Home Security), a new upgrade on wireless phone, and an internet and home security package for daughter’s new College Apartment.KevinCallerKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinJohnKevinHello, thanks for calling Comcast, home of the Comcast Guarantee. This is Kevin. Who am I speaking to today?Hi, this is John Robinson.Good morning Carol, how are we today?Good. Good and yourself?I’m great. What can I assist you with today?Yes, I am calling to find out about your television package.Certainly, I’d be happy to look into some television packages. In order to better assist you, may I ask you some questions?Sure. Go ahead.Thank you, John. In order for me to look at rates in your area and to determine what service you qualify for, please provide me your address.2459 S 273rd Pl, Federal Way, Washington 98003.Thank you and to ensure a one-call resolution may I have a callback number in case we get disconnected.253-604-4036.Thank you. Now, as far as television goes, how many TVs do you currently own?I own three televisions. One in the living room, master bedroom, and guest room.Excellent, and who are the people in the household will be using the television service? (allows me to gather needs for all members of the household and in this call led to an extra sale)Me, my wife, and sometimes my daughter.I see. How old is your daughter?19. I just bought her an apartment in Seattle because she got accepted to University of Washington.Excellent. And what do you like to watch on television?News, sports, and we have our show called Game of Thrones.Okay, we definitely can handle that. What kind of sports and what teams?Baseball. You know, the Mariners. The Seahawks.Okay, we could definitely help you get those games. And, what does your wife watch?Mainly cooking shows, E!, news, and a bunch of shows on local television.And your daughter, when she’s home?Music channels usually.On the televisions, did you need recording ability?Yes, I want a DVR.Do you ever watch those channels online? (transition question that enables me to talk about internet while still showing a benefit of Comcast TvGo app)No, not really. I have dial up currently, because I don’t do anything extravagant online. Just emails and google.Do you only own one computer or internet device?Well, my wife won an iPad at work, but we don’t use it because I’d have to get a router and Best Buy said dial up won’t work well on wireless.Your daughter, does she use the internet at home?Before, no, she uses her cell phone or goes to the library. At school, she still goes to the library.Does she ever come home for a weekend since Federal Way isn’t incredibly far?Rarely, since school started 6 weeks ago.Okay, understood. Besides internet, what other means of communication do you have? (transition question to home phone and Verizon wireless partnership)We have a home phone through Centurylink and I have Verizon Wireless for cell phone.What kind of phone do you have at Verizon? (determining eligibility for upgrade)I have an old flip phone that’s wearing out. I’m going to need a new phone, but I don’t want to spend much money.And your home phone, was it long distance or local only?Just local.Is your phone tied to any home alarm system? (introduces the home security product)No, it’s not.How much do you pay with centurylink and your dial up?About $40 and $15.Because we may require drilling for installation, I need to know if you own or rent.I owned this house for 14 years now.Do you have homeowner’s insurance?Yes with State Farm.Have you ever looked into a home security company?Awhile back, but I’m worried about the install cost.Okay, let me take a look at some programs I have.I have some recommendations that I’m sure you will benefit for. When it comes to covering your television need, a deal that included your Mariners and Seahawks, lifestyle, music, and HBO on three tvs with one DVR would cost $149.47. I do have some deals that will also include internet so that you will have faster internet that can allow you to do more online and will also give your daughter faster internet so she could still do studies when she visits. It will give her more incentive to come visit home. I’m going to save you money on your home phone too. Lastly, I want to help you protect your home and since you had an interest in it before, I welcome you to try Comcast’s Xfinity Home Security. By bundling these together, you will pay one company just 179.99, whereas staying where you are with Centurylink and dialup plus television would have you paying 204.47 combined.Not only that, this deal includes a whole home X1 DVR to view recordings from every room, several features like free anti-virus for your computer, and a program called voice2go where you could use wireless internet to make calls on your cell phone anywhere in the country. This is helpful when you are in areas with poor cell phone signal. Our home security apps allow you to control your home remotely and also makes you eligible for up to a 20% discount off of your homeowner’s insurance. More savings. Also, my Verizon Department is offering $10 discount per month for a year if you upgrade to a free iPhone 4 which will accomplish your goal of ordering and give you more savings.Now, John, what days are you available for install?-Closing of first sale-John, I want to thank you for signing up for this service. I want to remind you that Comcast has a 30 day money back guarantee on all charges except for pay per views. Also, I want to extend another deal for internet and security for your daughter’s apartment so she could stay safe and study from her apartment for only $79.99. Will a weekend or weekday appointment work for her?-closed second sale- ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download