Tools and CEP

TOOLS WE USE MAIN TOOLS

1. CEP

• CREATE ACCT
• MODIFY BILLS, CONTACT INFO,
• CHANGE CARD INFO
• PURCHASE PLAN OR RADIO, BILLING
• SWAP RADIO OR SERVICES NOTE: PULL ACCOUNT (billing, change info, change plan, follow on, etc)

1. VERIFY – PNONE, FULL NAME, ADDRESS, EMAIL

2. ADD TASK – LIST DEPENDING ON WHAT IS CX inquiry.

3. Note pad

4. Wrap up ACTIVATION/New acct/ trouble shooting

5. Add task

6. Ask for radio ID

7. Add task create acct

8. Note pad

9. Wrap up Activation : “Do you have an existing account from SiriusXM? Billing: “May I know how much the charge is and when it was posted?” Trouble shooting: “Is there an error message you see on your radio?”

10. SIT Tool

• View radio history
• Search ESN/ RID
• View communication
• Convert XM service cards to STARSS (not use)
• Find STARSS account history

1. Open Canva/ E-store

• Managing hardware purchase at e-store
• Searching for Hardware purchase in e-store
• Placing order
• Details of order
• To look for available Radio

HELP TOOLS 4. VIN look up

• Vehicle identification number can be found Note; You can Look vehicles model at SiriusXM Webiste - Vehicle Availability

1. ASC- Agent Support Center Search box- To use type keyword then search for all matching.

• Or you can use article written on the platform
• Or quick link/ category

1. TO CREATE AN ACCOUNT Step
2. Open CEP new interaction
3. Click Add task- click create an account.
4. Ask radio ID, THEN ask “Do you have an existing account from Sirius XM?” if Yes ask the Phone, full name, and email to verify the account then go to #2 (see below)
5. Fill up the blank information tab ask “What nickname to use for the radio”
6. Offer the platinum plan ask this if customer have a SiriusXM service before “what kind of program do you usually listen to SiriusXM? If first time ask this “What type of music do you listen to?” follow up question “Aside from listening to music do you also listen to talk-show, news, sports, and podcast? Like Howard stern?”
7. Then close “let me go ahead and sign you up.”
8. Fill notepad
9. Wrap up

Key Notes for Activation

1. Ask RID
2. CX contact info
3. Probe for Listening preferences to offer plan
4. Read disclosure
5. Provide reference activitation or The activation instruction

• Spiel: “Sure I am more than happy to assist you with your activation, may I ask if you have an existing account from Sirius XM? Or “May I have your radio ID?” • UPSELL:

• No service plan enroll “May I know what type of genre you are listening to?”
• With service plan but not platinum “May ask aside from listening to music do you also listen to podcast or talkshow or sports and news?” • Educate them about the Platinum plan using FAB • Close “ Let me go ahead and sign you up.”

1. ADDING AN ACCOUNT TO AN EXISTING ACCOUNT

2. Add task - contact preference- cancel

3. Add task - add service- select plan

4. Offer Platinum plan

5. Add task – create streaming username – click next – read disclosure- click accept

6. Notepad

7. Wrap up

8. ACCOUNT MAINTENANCE

9. UPDATING INFORMATION = VERIFY- Add task – Update information – note – wrap up

10. CHANGE PASSWORD =

11. Verify- Add task – update information

12. Ask Cx “Are you trying to log-in in your streaming acct or manage my account?

13. ”what username did you use to log-in to your …?”

14. Create new password and username

15. notepad

16. wrap up

17. UPDATE CREDIT CARD

18. Verify- Add task – update information of credit card

19. No disclosure

20. notepad

21. wrap up

22. UNAUTHORIZED CALLER- do not disclose any information unless caller has been labeled as authorized person by the acct holder here are some to consider.

    1. General Info disclosure- acct name, swap, credit card, acct information disclosure. Not in general- type of radio, type of plan.
    2. Onte time payment – 2nd party is not allowed to perform the payment.
    3. Say “I apologize for not disclosing any information, as much as I wanted to give you that information we are not allowed to do so unless it is the account holder who give the consent then I will definitely give you all the information you needed, may I speak to the account holder so that I can ask for the verbal consent?”
    4. Verify if it is really the account holder
    5. Then proceed to the resolution
    6. Note pad
    7. Wrap up

23. Technical Trouble shooting

    1. Verification
    2. Add task- click troubleshooting
    3. Ask RID- why? To ensure that radio is active because if not we need to tell the customer that she/he needs to reactivate it first by paying his outstanding bill.
    4. Ask “Is your Radio on” follow on “ Is your portable radio antenna outside the house?” “Is your car outside the garage?”
    5. “Is there an error message?” – answer should always be No. If yes it should be No signal, antenna not detected, loading.
    6. “Please tune in to preview channel 1 (XM) or 184 (Sirius). ” If they hear the preview channel then it is working proceed to
    7. Send refresh signal (“You will received the signal within 15 minutes”)
    8. Then perform “POWER CYCLE” SAY “We are going to perform power cycle please follow the instructions I will be telling you. a. For built in/OEM Turn radio off, shut engine, Turn car on and turn radio on b. For portable radio – turn off the radio, unplug the all connection (including the antenna), plug in the connection and turn radio on
    9. Note if radio is broken return it to the dealer to be repaired for OEM or ask for replacement for portable
    10. If this happens again you can go to siriusxm.ca/refresh or you may call us again and chose option number 4 followed by option 1 in the automated system after the language selection.

4 TIER APPROACH FOR PROMO

1. Regular rate
2. Adjusted price
3. Give the reason why you are adjusting the price “Because you are one of our loyal customer”? or because it is your first time to use ourservice..”
4. Highlight the savings
5. Use assumptive closing techniques

Note: we only allow plan cancelation if it is after 30 days upon subs, no refund is applicable but if the cx insist then that’s the time we offer the refund. The Unused portion will be credited to the cx and can be use for future transactions