Sales Strategy: Intro to Product Sales

Sellable Calls -include interactions with a customer or consumer is which save, upsell and /or sell attempts are permitted and required

Non-Sellable Calls

• include interactions with a customer or consumer is which save, upsell and /or sell attempts are prohibited.

Conditions for Sellable Call

1. You have successfully serviced the customer's needs.
2. Not purchased any products
3. Upgraded Equifax products.

Conditions for Non- Sellable Call

1. Technical Issue
2. Product/Business unit issue
3. Policy/Procedure Issues

Mixed and Multiple Files

• Multiple files exists
• A Mixed Files dispute is active:
  1. The consumer is disputing items that needs to be investigated
  2. Personally Identifiable Information (PII) provided by the consumer does not match the PII on the credit file

2017 Data Breach Issue

1. Equifax Trusted ID Premier
2. Experian ID Notify
3. Lock and Alert

INTRODUCTION TO PRODUCT SALES

Sales -about product offers or because they wish to purchase a product.

Upsell

• Is a sales technique where an agent invites a consumer to0 purchase a product to generate more revenue.

Cancel/Exchange

• Consumer's may contact the Equifax contact center with questions about Equifax products offerings or to cancel or exchange a product.

Retain

• Save offer / Save Credit

Equifax UDAAP Policy (UDAAP) - Unfair, Deceptive, Abusive Acts or Practice

• Unfair Acts or Practices
• Deceptive Acts or Practices
• Abusive Acts or Practices

CONSUMER SOLUTIONS

Rule of Product Sales: You must always provide exceptional service before sales.

TRANSITION FROM SERVICE TO SALES REQUIREMENTS

Summarizing consumer's request may include the following: Providing the confirmation number Educating the consumer on any turnaround time frames associated with their request When initiating a consumer dispute, provide the dispute status telephone number (866-349-5186).

EQUIFAX PRODUCT SOLUTIONS AVAILABLE

Subscription Product- is a paid product that consumers can commit monthly or annual basis, while having the option to cancel at any time.

Transactional Product - A product that may be purchased for a one-time charge. Consumer has access to this product for a period of 30 days. - 3-Bureau Report & Score $19.95

The www.Equifax.com site may offer the consumers a product at a free or discounted rate.

the www.myEquifax.com website is for the consumer's self-service portal.

H(elp) O(ffer) T(ransition to agreement)

Help - partnership and Humility. We are here to help, not decide.

Offer - Educate consumers on a different products and services available to them base on their needs. Remember to be specific when speaking of the benefits and features of a particular product.

Transition to agreement - 3-stgep approach to wrap up the consumer interaction and gain agreement.

1. Summarize one or more key needs the consumer has expressed.
2. Summarize how the offering meets the need(s).
3. Attempt to gain a commitment.