Hello, Thank you for calling. My name is _______, how can I help you today?

-Empathize: -Paraphrase: -Assure:

I can tell how As I understand I can help you
I know you are You mentioned that I assure you I will do my best to help
I appreciate that As I hear it you
I see

With whom do I have the pleasure of speaking with today? (Customers name)

May I have a phone number that we can use to reach you by phone or text with the information about DirecTv and AT&T services? (Customers
phone number)

For me to determine the availability of our service in your area, may I have your home address please? (Customers home address)
Note: (Street number, street name and zip code)

Street Abbreviations:
Arcade Arc Drive Dr Parkway Pkwy
Avenue Ave Extension Ext Place Pl
Boulevard Blvd Freeway Fwy Point Pt
Branch Br Garden Gdn Ridge Rdg
Brook Brk Heights Hts Road Rd
Canyon Cyn Highway Hwy Route Rte
Center Ctr Junction Jct Spring Spg
Circle Cir Lake Lk Square Sq
Corner Cor Meadows Mdws Station Sta
Court Ct Mount Mt Street St
Creek Ck Mountain Mtn Summit Smt
Crescent Cres Park Pk Valley Vly

Thank you. It will take just a few moments for the results to come back. (Congratulations, our service is available in your area)
o I am going to ask a few questions so that
o Alright, now lets go ahead and talk about what you need

Integrated Discovery Questions: (Ask more questions to tailor the package/bundle that suits your customers needs)
TV:
o How many TVs would you like to set up today?
o Can you give me an idea or describe me how do you want to experience your Entertainment TV set up?
o Is there anyone else in the home that we should consider when selecting a package?

- May I know who your current TV provider is? _________

-How much are you paying for (TV provider)? __________
(PAIN AND GAIN)

How about mobile devices, Do you watch your favorite movies using your mobile devices?

Home Internet:
o What type of devices are you connecting with the internet?
o May I know how you use those devices?
o May I know who your current Internet provider is? _________
o How much are you paying for (Internet provider)? __________
Ifs:
You mentioned that you cant watch your favorite movies because your kids are watching TV.
I have Good News for you. Here in DirecTV we have the free DirecTV app that you can download on your mobile devices, this is really
perfect for you because you can watch your favorite channels/movies using your mobile devices throughout your home. On top of that,
you can connect up to 10 devices at the same time without worrying the speed connection of the internet.

Home Phone

Offer a Package/Bundle
Reminder:
(If bundle package: Set the expectation of your customer that you are processing 2 orders. First is for the TV order and second will
be the Bundle order)
Based on the information that I gathered, I highly recommend the (Package/Bundle).
(Mention the Benefits, Discounts and Promotions)
Gain Agreement/Overcome Objections

What email address would you like to use? (Customers email address)
Great, youll get an order confirmation email with the programming and promotional information. You also agree to share your contact
information with the NFL. Thank you.

SSN:
May I please have your Social Security Number to run a credit check to determine what new offers you qualify for?
Isolate: May I know the reason why youre hesitant to provide me your Social Security Number?
Acknowledge: I understand that
Inform: We have here a penless and paperless environment and as I encode your Social Security Number, it automatically is
encrypted and it turns to small black dots.
Move On: So, Whats your Social Security Number? _____________________

Note: If the customer wont provide his/her SSN: (Would you like me to run a credit check using your full name and home address?

Congratulations! You are qualified of our other promotions and offers.

All you need to set up your order today is $________________

To secure your order and set up Automatic Bill pay and Paperless Billing, which debit or credit card would you like to use today?

Do you authorize me to use your card for the bill payment?

(READ THE RCC / DISCLOSURE FOR THE TV PACKAGE)
(Is your credit card billing address the same as the address you gave me before?)
Is your billing address the same as your service address that you gave me before?

Special Instructions for the technician

Customer receiving a text or email about the installation
Giving the customer the:
Do you have a pen and paper with you? Ill be providing you some numbers about your ordered package.
Account Billing number
Order number
Order Support/Sales Support (for modification of the package)

If with bundle (Provide also the other Account Billing number)

Provide the soonest schedule for installation.

(READ THE RCC AND DISCLOSURE)

Im happy I was able to help you set up your package that is suitable to your needs.
As a reminder, download the free (DirecTV App /// AT&T App) on your devices to start watching instantly!
(Available 30mins after this call ends)

Mobility
Just stay connected and Ill be transferring you to our Mobility Specialist Team with regard to your concern,

Transferring to Mobility Team:

Hello, my name is _________. I have (customers name) connected on the line because of his/her concern with regard to mobility.

Id be glad to assist him/her with that, but I am not authorize to present the mobility package because I am not yet trained for that.

So, (Customers name), our mobility specialist team will assure to assist you with your concern.

(I want to be the first to welcome you to the AT&T family)

Thank you for choosing (DirecTV /// AT&T) (Customers name). Again, my name is _____________. We appreciate that you have decided to add our
services. Have a Great day.

Tools= CRM, Channel Line-up, Offer Grid

Monthly Price =
Todays Price=