“Now that I have access to your account, how can I help you today?” 4. AER ACKNOWLEDGE “I completely understand your concern about ….. thank you for calling and letting us know about your concern.You called the right line to help you with ……. EMPATHY “I appreciate that keeping your monthly bills affordable is important, and I can understand why you’d want to look at your options.” ‘I appreciate that if you’re unhappy with the cost of your services, you’d want to look at other options’ “I appreciate that you’re trying to reduce your monthly bill, especially since that was the main reason you were considering cancelling.” REASSURANCE “Don’t worry. Let me have a look at your account and see what we can do to provide you with better value.” ‘Before we proceed with anything, I’d like to understand what’s causing the concern and see if there’s anything I can do to help’ What I can do is look at the available options again and see if there’s something that better fits your budget while still keeping the services that are important to you.” 5. VOQ AGENT: “What I’ll do is ask you a few questions about how you’re currently using your services. This will help me find the best value and options available for you. Is that okay?” “Perfect.” 6. PACKAGE REVIEW AGENT: “So, James, as I can see here, you currently have M500 for Broadband, Bigger TV for your TV services and a Landline, and you’re currently paying £89 per month for it. Is that correct?” 7. PROBING I’ll put you on hold for a minute or two for me to check the perfect bundle for you. Is that okay? 8. RECOMMENDATION AGENT: “Thank you, James. Based on what you’ve told me, I’d like to focus on the services that are actually important to you rather than simply adding things you don’t need.” “I have an option that would be more focused on your broadband usage and the TV content you enjoy.” ⸻ 9. FAB FEATURE AGENT: “The package I’m recommending includes [appropriate broadband package] and [appropriate TV package].” ADVANTAGE “The advantage is that it is designed to better support multiple people using the broadband at the same time, while still giving you the TV content your family enjoys.” BENEFIT “So for you, James, the benefit would be having a more suitable connection while you’re working from home and your son is gaming, while your family can still enjoy sports. “Absolutely. Just so I can make sure I’m looking at the right option for you, is your main concern the total monthly price, or do you feel that you’re not getting enough value from the services included?” “Thank you for clarifying that, James. I completely understand. Since the monthly price is your main concern, I’ll focus on finding an option that gives you the services you’ve told me you need while keeping the cost as reasonable as possible.” ⸻ 16. PRESENT YOUR ALTERNATIVE AGENT: “I’ve found another option that may be a better fit. It focuses on your broadband needs and the TV services you actually use, rather than including services that aren’t important to you.” AGENT: “It would be £___ per month.” ⸻ 17. RECONNECT TO THE CUSTOMER’S NEEDS AGENT: “Exactly. And based on what you told me earlier, broadband is your biggest priority because you work from home and your son games online.” “So rather than paying for things you don’t really use, this option focuses more on what your household actually needs.” ⸻ 18. TRIAL CLOSE AGENT: “Would you say that this option is a better fit for your needs and budget?” 19. CLOSE AGENT: “Brilliant, James. Just to recap, you’ll have [Broadband], [TV], and [other applicable services] at £___ per month.” “Does everything I’ve explained sound okay?” CUSTOMER: “Yes.” AGENT: “Perfect. I’ll go ahead with the next steps for you.” “WHAT WOULD YOU SAY IF THE CUSTOMER OBJECTED TO YOUR OFFER?” “I completely understand your concern. I wouldn’t want you to feel that I’m forcing an offer on you. May I ask what your main concern is with the package? Once I understand what is stopping you from accepting the offer, I’ll see if I can find an option that better suits your needs and budget.” Then continue with: “Based on what you’ve told me, here’s what I can recommend…”