SPIEL

"OUTBOUND

Good Morning/Afternoon/Evening. This is_______ from Smart Commucations Inc, May I please speak to ______.

If the Subscriber on Record (SOR)

Sir/ma’am, I am calling regarding your Smart Postpaid account dahil pre-qualified na po kayo for Plan Renewal. Pwede ko po bang i-discuss ito sa inyo for a few minutes?”

Note:

If SOR says YES, proceed with the offer If SOR says NO – Request for best time for call back

Before I proceed Sir/Ma'am, To ensure that this is a valid call from Smart this call is being recorded

~get 1 correct answer for the ff questions;

1. Plan Rate
2. Last Payment Made and Date
3. Billing Address

"Katulad po ng nasabi ko kanina, sir/ma’am, pre-qualified po kayo For Plan Renewal. This means na pwede niyong i-renew ang inyong service contract at makakakuha kayo ng bagong Smartphone, Android or Apple.

Upgrade: Pwede niyo rin pong i-upgrade ang inyong current plan up to (mention plan)- especially if account has NBO (best fit offer).

a. "" If Kayo po ay magpaplan Upgrade, mas mataas po ang chance na makakuha kayo ng Handset na mababa ang pricing in one time cashout or Full Amortization "".

b. Mas mataas ang magiging allocation ng inyong data at mamaximize nyo po ang paggamit dito

c. Ang mga devices po na inooffer namin ay upgraded at updated na since capable na po ang mga ito sa 5G network.

~Sample Probing Questions:

a. Ano po ba yung usual na activities nyo sa Postpaid line po ninyo? More on data po ba kayo o sa calls?

b. Meron po ba kayong preferred handset? (Let the customer answer)

c. Saan nyo po madalas nagagamit ang data po ninyo?

d. Kayo po ba Heavy User sa Data?

e. Doon po ba sa mga pinupuntahan nyo po na lugar, meron po bang available na WIFI Connection?"

"Once customer agrees, gather the following information;

To proceed with the application, May I know po your;

1. Sor - Complete Name (Accept if customer provides with/without Middle Name)
2. Min - Number that will be processed to retention
3. Date of Birth

" "(RECAP)

This is to confirm that you are Mr./Ms. ___ agree to avail Plan Renewal From ___ (old plan) with inclusion of ___ will now be changed to plan___ WITH INCLUSION OF ___. And it will be processed to your SMART Postpaid Mobile Number (Mention the Mobile Number)"

With Lock in period of ___ will be Processed. If you wish to discontinue yung service within the contract, kailangan nyo pong mag bayad ng Pre Termination Fee dun sa SMART store.

Every month you will be charged the amount of

Any Plan to Signature plan: If meron po kayong availed AUTO RENEWABLE add on. Please be advised na hindi po ito magstop and need nyo po ito itawag kay hotline *888 and ask how to deactivate this add on.

Please call *888 to deactivate your add on to avoid continuous charges.

"LASTLY, MAYROON PO BA KAYONG OTHER RELATED ACCOUNT NA NAKAPANGALAN PO SAINYO?

ANSWEREABLE BY YES OR NO"

"KINDLY SAY YES TO THE RECORDED LINE THAT: A. YOU AGREED ON THE RENEWAL OF YOUR PLAN/AVAILMENT AND, B. MALINAW AT AGREE PO TAYO SA TERMS AND CONDITION MENTIONED DURING RECAP? Reminder: A clear ""YES"", ""OO"" and ""AGREE"" will only be accepted and should be confirm on the 2 items above."

" 1. By the way, aware po ba tayo na my Perks/Promos kasama sa plan na inavail ninyo? Nagagamit o na eenjoy niyo po ba ito? ( IF YES) 2. That's great to hear po, kamusta po ang experience ninyo ok naman po ba? Or sa tingin niyo po ano po kaya pwede sana maging perks / promo na kasama sa inavail niyo na plan?

1. By the way, aware po ba tayo na my Perks/Promos kasama sa plan na inavail ninyo? Nagagamit o na eenjoy niyo po ba ito? (NO)
2. TAGLISH

“By the way, Ma’am/Sir [Subscriber Name]! Anong perks o benefits ang gusto ninyo matanggap in the future para mas maging sulit at exciting ang inyong SMART experience? We’d love to hear your thoughts para mas mapabuti pa namin ang inyong experience! Salamat po!”

ENGLISH

“By the way, Ma’am/Sir [Subscriber Name], we’d appreciate hearing your thoughts on what perks or benefits you’d like to receive in the future to make your SMART experience even more rewarding and enjoyable. Your feedback is valuable to us as we strive to improve your experience. Thank you for your time!”"

"CLOSING SPIELS : Thank you for accommodating my call and availing Smart Plan Renewal. This is_______. Have a great day! "