* you should provide an open ended questions
* not answerable by yes or no

INTERNATIONAL - ANYTIME CHATTER
LOCAL - ANYTIME CHATTER 
4 devices
for emails 


CALL FLOW
1. opening
2. dpa
3. how can i help? BEFORE AER, 
4. aer or before aer 

I understand your request, but I am able to provide the very same outcome as my manager. I'm ready to help you resolve this right away."


5. package review - what bb, tv or landline 
6. probing
7. recommendations/suggestions - we recommend our services
* FABs - Features Advantage Benefits 


AER
A- thank you for letting us know about what SKY offered you. thanks raising your concern before you proceed to any subscriptions. less worries, you called the right person, I am Pearl and I am more than happy to assist you. 

offered same deal a lot cheaper
YOU MENTIONED EARLIER THAT SKY OFFERED U THE SAME DEAL BUT A LOT MORE CHEAPER. LET ME SEE WHAT I CAN DO 
 

PACKAGE REVIEW 
before we proceed, let's have a check on your previous subscription. As I can see here, you're previously subscribed with,___M125, MIXIT AND ANYTIME CHATTER._and you are paying 40 pounds a month. __

I WILL BE ASKING FEW INFORMATIONS ABOUT YOUR USAGE OF YOUR BROADBAND, TV AND YOUR LANDLINE IF THATS OK WITH YOU?

2 devices 



PROBING 
1. How many devices are connected to your wifi? I HAVE 4 DEVICES
How do you usually use your wifi in your household? JUST FOR SURFING THE INTERNET 
2. How many TVs do you have in your household? I ONLY HAVE 2 TVS AT HOME
3. What genre do you usually watch with your family? JUST NEWS
4. Where do your callers usually reside?  MY CALLERS USUALLY RESIDE OUTSIDE UK.

(TAKE NOTE OF EVERY DETAILS THE CUSTOMER SAYS)

ELEMENTS OF HOLD
1. APPROVAL 
2. TIME 
3. PURPOSE
-> let me put you on hold for a minute or 2 for me to create a bundle that's best for you, if that's okay with you?


BROADBAND
1 TV
LANDLINE 

BROADBAND; Thank you for waiting, doctor  I am able to get the best package for you. I would recommend our M125 Fibre Broadband + Flex and  ANYTIME CHATTER.  Since you mentioned that you only have 2 devices one for you and your dog.   M125 Fibre Broadband can cater up to 6-10 devices and it has a speed of 133 and 137 mbps and 20Mbps average upload speed. with that, you can use 6 or more devices simultaneously without lag or buffering. you also mentioned that your dog watches racing and basketball. Get over up to 150 free channels for you to enjoy.  For your LANDLINE, you  mentioned that you dont usually use ur landline but i would recommend that you keep it as is for it would be the best value of bundle. ANYTIME CHATTER is where you can enjoy calls inside uk whenever you needed to call someone from time to time 

all in all this is for only 29 £ per month, so, lets sign you up!




May i know the reason why you want to cancel ur account?

That is a totally fair point, i completely understand whyd youd say that. our M125 Fibre Broadband can cater up to 10 devices and with that, you can use 6 or more devices simultaneously without lag or buffering.