Upgrade concern: Be sounds excited

- Line the customer wants to upgrade (pag multiple lines).
- Device they are interested with.
- Ask the cx if they are planning to do trade in.
- You can ask memory storage and color (New device)
- If the cx wants to trade in ask for the device they want to trade.
- IMEI of the current device
- Email address and shipping address


Great! May I please get the following so that we can process your order right away? 
email address
shipping address
billing address