2 VEN

OPENING SPIEL Hi there, this is Ven! I'm happy to help you today—what's on your mind?

• Price Rise: I completely get how confusing price changes are (I hate when they happen to me, too!). Don’t worry, you’re with the right person.

• Irate: I know how absurd a sudden extra charge feels. We’re a team here, so please bear with me and we’ll sort this out together.

• Internet Issues: I know how annoying a slow or dropped connection can be. We’re on the same team, so let's fix this together.

• Irate: I totally get the frustration of a bad connection—it drives me crazy too. Please bear with me while I get this fixed for you.

• Upgrades: I want you to enjoy our service at its absolute best, so I can definitely help you with that!

DPA CHECK

• Name Check: But before we proceed, may I know the name behind this wonderful voice? (Praise: "What a great name!" / "What a beautiful name for a beautiful voice!")
• Permission: Can I call you [First/Last Name]? Great, thanks!
• Account Holder: Am I speaking with the account holder today? Excellent.

DPA FAILED For data protection, could you please provide the 3rd, 5th, and 7th characters of your memorable word? (Praise: "Amazing, thank you for that!")

DPA SECURITY QUESTION Our system didn't quite match those details, but no worries—let's just verify your registered email address, mobile number, and package to keep your account safe.

DPA PASSED Amazing! Thanks for going through our security check.

UPDATE INFO & ACKNOWLEDGE CONCERN I'm sorry you've been having broadband issues. I'll check what's going on—have you had a chance to run any basic troubleshooting recently?

PACKAGE REVIEW Let's look at your current setup:

• Package Name
• Services
• Monthly Bill

PROBING Mind if I ask a few quick questions so I can find the absolute best package for your needs?

• TV:

• How do you and your household usually use your TV service?

• What programs do you and your family enjoy watching?

• How many TVs do you have in the house?

• Are any of your TVs SMART TVs?

• Are there any specific channels you want that you don't currently have?

• Do you make use of your record function?

• Do you prefer watching your channels in HD?

• BB:

• Is anyone in your house currently working from home?

• How do you and your household use your broadband?

• What types of devices do you and your family have connected?

• How many devices are connected to your broadband at one time?

• Does anyone in your house play online gaming?

• Does anyone in your house download movies or music?

• LL:

• When do you tend to use your home phone?

• Is there a specific person you usually call with your home phone?

• Do you ever dial internationally?

• Would an all-inclusive plan make you use your home phone more?

• Do you have a friend or family member who prefers calling your landline?

• Mobile:

• Who is your current mobile provider?

• Do you have any SIM-free devices you could put a new SIM into?

• How many people in your house currently use mobile phones?

• Are any of your current mobile contracts due for renewal?

PRESENTATION & FABs Proceed with your Offer using these complete Feature, Advantage, Benefit (FAB) and WIN structures:

• Broadband FAB & WIN:

• Feature: Upgraded high-speed broadband connection.

• Advantage: You can browse, work, game, and multi-task without any interruptions, hitches, or suspensions.

• Benefit: You will be able to use your broadband smoothly for all household needs without any disruption.

• WIN: Enjoy total peace of mind with a rock-solid, buffer-free connection for the whole family.

• TV FAB & WIN:

• Feature: Tailored TV package with HD and a wide channel lineup.

• Advantage: This gives you the best experience watching movies, documentaries, news, and series with a large choice of channel preferences, granting you specific channels you want in Ultra HD.

• Benefit: You and your family can enjoy and relax watching movies together in Ultra HD without the hassle of searching every clip of a segmented movie unlike when movies are chopped clip-by-clip.

• WIN: Transform your living room into an immersive home cinema experience with flawless, uninterrupted viewing.

• Landline FAB & WIN:

• Feature: Anytime Chatter landline plan.

• Advantage: For the landline, you will be able to reconnect with your long-distance friends or family who live abroad anytime you want.

• Benefit: Since we added the landline for emergency use, and logically we don't know when an emergency will occur, with Anytime Chatter you can be ready anytime an emergency takes place.

• WIN: Stay securely connected to loved ones locally, globally, and during any unexpected situation.

• Mobile FAB & WIN:

• Feature: VOLT mobile SIM deals added to your bundle.

• Advantage: Double your mobile data and speed while boosting your overall package value.

• Benefit: Keep everyone connected on the go without worrying about running out of data.

• WIN: Maximize your mobile freedom while saving money by bundling your services together.

OBJECTION HANDLING

• Price/Cost: "I completely understand watching the pennies right now. Think of this as investing in zero headaches—faster, reliable speeds so everyone stays online without dropouts. Does that peace of mind make it feel worth it?"

• Think About It / Call Later: "I totally get wanting time, but this exclusive rate is only live on my screen today. Let’s lock it in now so you don't miss the savings. How does that sound?"

• Speak with Partner: "I completely understand wanting to align on this together, but since this specific promotion expires the moment we hang up, let's take care of securing it right now so you don't miss out on the savings. We can process the activation in under two minutes—what's the best card to put that on?"

• Recap & Summary:

Technical Concern / Troubleshooting

• Isolated the Issue: Identified the root cause of your connection drop and performed a remote line reset to clear the congestion.
• Optimized the Hardware: Refreshed your router's firmware and assigned you to a clearer frequency channel for stable Wi-Fi.
• Tested and Verified: Confirmed your speeds are running at full capacity so you can get back online without interruption.

Billing or Pricing Concern

• Audited the Account: Reviewed your recent billing statement line by line to pinpoint the exact source of the unexpected charge.
• Applied Adjustments: Secured a billing credit on your account for the disputed amount and corrected the underlying subscription setting.
• Future-Proofed Rates: Locked in your current plan pricing to protect your bill from any unexpected jumps moving forward.

Cancellation or Retention Inquiry

• Addressed Your Needs: Listened closely to your feedback on service value and tailored your package to match your current household budget.
• Enhanced Your Perks: Added complimentary speed boosts and premium channel access to ensure you're getting maximum value from your subscription.
• Secured Your Benefits: Renewed your plan under a loyalty rate with no contract penalty extensions, keeping your service seamless and uninterrupted.

New Package or Upgrade Inquiry

• Upgraded Your Connection: Provisioned your broadband for higher speeds to ensure a seamless, buffer-free experience for multiple devices.
• Tailored Your Content: Customized your entertainment lineup to include your favorite sports, movies, and HD channels.
• Secured Your Promotion: Locked in the best available introductory rate and waived the standard activation fees to maximize your savings.

RECONTRACT FTR CHECKLIST Before we officially seal this, let's run through a quick checklist:

• Pricing & Terms: You are clear on your new monthly price and agreement length.
• First Bill: Your next bill might look slightly prorated, but your regular rate is locked in.
• Cooling-Off: You have a 14-day cooling-off period if you change your mind.
• Confirmation: Your full contract summary is heading straight to your email right now.

Are you happy with all of that?

ACE / CLOSING SPIEL Everything is fully updated and locked in on my screen! Thank you so much for being so patient and wonderful to chat with today—it’s been an absolute pleasure.

Before I let you go, is there anything else at all I can help you with? If not, you're all set! You'll get your confirmation email shortly. Have a wonderful rest of your day, and welcome to your upgraded Virgin Media experience!