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@All users

wo be

cn S5

for canceling:

it's sad to hear that you're thinking to canceling your services with us. may I know the reason why?

budget reason:

I completely understand, and I appreciate you letting me know. Just so I can help you better today, may I ask, is it the price, or is this just not something you need right now.

Just accepting

FOR DEAL:

FOR ACCEPTED DEAL

PITCH the added order to the customer, if she accepts,

CHANGE the date to tomorrow, on the basket, then validate.

READ the written statement (above), ask if they want to read the contract themselves (in blue or below the line), do what they say then click the box.

Then GENERATE DOCUMENTS

" CUSTOMER NAME I have sent you now your email. Please confirm if you received it."

Just click 'submit'

"Are you happy to continue?" (for confirmation)

Just click ok. if they are

Proceed to ICOMS:

@CM: CS (enter 2x)

Just put 1 for any work order, then enter 5x.

If there's QuickStart click "page down" in keyboard.

SALES REP: 14839

SALE TYPES: 28

SALE REASON: HE (upgrade) / HF (downgrade)

GO BACK TO DISCOVER (TO SEE CODES TO BE REMOVED AND TO BE ADDED)

@CM press 36, 37,38, 35 (click PLUS and press ENTER to delete a service. Just copy and paste for adding new services)

F4 if there's more to put in campaign.

@CM press 42 and press ENTER

OFC - Y

OFC ONLY Y + ENTER 3X F3 + ENTER + F3 + ENTER STATUS: FB INSTALLER: 14839 FINDING CODE: 98 SOLUTION CODE: 76

wo be

cn S5

BILLING:

Billing 1 CR screen - credit limit

Billing 2 How we bill 1 Billing Cycle = approximately 30 days ex: July 5 to Aug 4 1st bill = 2 months coverage (from 1st - 2nd months) virgin media bills in advance so your first bill will cover 2 months' worth of bill, will be generated 15 days after installation (installation starts on the install date) ex: install date = 5th July 2026

1st bill coverage = 05/07/26 - 04/09/26 (2months) generation of first bill = 20/07/36 (15 days after installation)

2nd bill coverage = 05/09/26 - 04/10/26 generation of 2nd bill = 20/08/36 (1 month after the previous bill)

in VM, bill before services = pay before services

EX: ( BIRTHDATE) INSTALL DATE: 08/11/2026

billing cycle: 08/11/26 - 07/12/26

1ST BILL COVERAGE: 08/11/26 - 07/01/27 GENERATION OF 1ST BILL: 23/11/26

2nd Bill Coverage: 08/01/27 - 07/02/27 GENERATION OF 2nd BILL: 24/12/26

Pro-rated Charge: increase charged Add Ons + Current Bill = total value for next month
Total value for next month / 30 Days x Add Ons = Pro-rated Charge

However: (Add Ons) was added to your account amounting to (price of add ons) a prorated charge in the middle of your billing cycle (prior to your)

prorated145300 credit: decreased charged

Disconnection Rocket Science - Process when should you log a disconnection when do you disconnect - disconnection follows a 30days minimum notice should be followed - maximum of 60 days i can book a disconnection at 6 months so we can reschedule it you can call us again before the 30 to 60 days before your desired cancelation date

AA - Personal Reasons/ Change of circumstance AB - Prize, Expensive AC - Product Features, unsatisfied AD - Service, Complicated billing, rude agents, call backs not made AF - Right to cancel, 14th day cooling off period, recontract existing customer, 30 days notice, no disconnection fee, AJ - Faults, exhaust all option AS - Never Installed, active acc but failed to install equipment, exception to disconnection rule if AS can disconnect after 24hrs AX - 14-day guaranteed cancelation, new customers, 7 days notice, if they declined 7 days can offer 24hrs disconnection, no disconnection fee,

*tell coach every time you make a cancel that did not reach the 30 days minimum immediately, within 24hrs