Shared note

OPENING: Hi XXX. Thanks for getting in touch, just give me a few minutes to look at your query. 👍 ++++++++++++++++++++++++++++++++++++++++++++++++++++ SWITCHING: (OTS) To start, are you switching from a different provider?

As part of our switching service, we will contact your current provider and get your services moved across quicker, removing the need for you to contact them directly.

PROBING: Let's work together to find the right package for you. Would you like to get broadband only or would you like to include TV and landline service too? 😀 How do you normally use your broadband? Is it like for streaming, gaming or general browsing etc. Thanks! Are there any specific channels you're interested in? For example sports movies, kids, documentaries etc. Got it! Our Weekends chatter home phone plan comes FREE with your package! Would you need anything extra included? Such as: Anytime chatter or International anytime chatter. 📞 Thanks. We also have exclusive SIM bundle deals with O2. So may I know are you currently with O2? HOLD: Please bear with me whilst I check the best deal for you. Please bear with me whilst I get the best response for you. I need another minute to look into this. Please bear with me. PRESENTATION: Here’s what I got XXX. Customers with similar needs like yours usually go for XX, as it offers such great value. 😃 This is for only £XX/mo. with 18 months contract and a set-up fee at no cost. Then to X a month from April 2025 then X a month from April 2026. Or for only £x extra per week you can get our Supercharged package, we'll boost your broadband speed from XXmbps up to XXmbps with a XXGB data O2 sim. This also includes O2 Travel Inclusive Zone and Tech Treats such as Wifi booster pods! All for only £xx with 18 months contract. Then to X a month from April 2025 then X a month from April 2026. Which do you prefer? ORDER PROCESS: Fab! I will send you the order link to get started. May I just ask what platform are you using to chat with us? (Mobile/Tablet/Desktop/Laptop) I will stay online while you're processing and I'm happy to answer any questions about the process. Kindly click this order link and enter your postcode and door number (if asked): If this chat window pops back up after you click the link, you can easily minimise it by pressing the arrow down icon. " ᐯ " You should see a purple circle underneath the chat box with the arrow down button in it. The last page will show you the order summary and you need to click on 'Place your order' and you're sorted. Alright? TEMP CHECK: Just checking in, are we still connected? Just checking in, how things are going on your end, XXX? I’ve not heard from you in a while, are we still connected? COMPLETED ORDER: Perfect! Can I have the order ID that usually starts with "CH..." or "RS..."?

Thank you for waiting, Gavin! Since you mentioned that you're considering to cancel due to price, I'd like to offer Gig 1 broadband that may better suit you. This includes:

•Our ultrafast Gig1 with an average download speed of 1130mbps and an average upload speed of 104mbps 📶 •Great for downloading large files, serious online gaming, and streaming content in 4K.

You're getting this for only £40.00 per month on a new 24-month contract. Happy to proceed?