OVER THE PHONE SELLING GUIDE

Transcripción

1 FCT SHEET OVER THE PHONE SELLNG GUDE BG DEL EDTON 10/2/14-1/5/15 The most important thing you can do to close more sales is to be fully prepared when the phone rings! Use these great tools to help you sell the BG DEL! Dealer Call Flow Required Call Components in English and Spanish Overcoming Objections Plus, learn how to use the Lead anagement Reports as training opportunities with your team! ND REEBER dly! n e i r B e F h e s a le for t a k s it h i n 5x w call! given Ver :10:22 ead L e z i l Uti e nt m e g a an rs as a be Num ing tool! train e s um s a ys lwa have the you they sale you! d calle PRODUCED BY DRECTV RKETNG COUNCTONS DEPRTENT. FOR SLES PERSONNEL USE ONLY. NOT FOR PUBLCTON OR CUSTOER DSTRBUTON.

2 CLL FLOW FOR DELER PHONE SLES EFFECTVE OCTOBER GREET ND DENTFY Thank you for calling. y name is. How can help you get a great entertainment experience with DRECTV? Begin by gathering basic information. Be sure to ask how they heard about your business. Who do have the pleasure of speaking with? n case we get disconnected, may have a phone number in order to contact you? How did you find out about us? From TV? From a mailing? From a friend? To best determine what s available in your area, may have the street address and ZP code where you would like to have service installed? 2 QULFY PROPERLY Gather information and listen for customer cues to determine customer s wants and needs. Get the information you need to present the right benefits and solutions. want... REEBER to identify yourself as the local DRECTV expert! Be sure to ask the customer an open-ended question to help confirm what they really want: You do want On Demand features and the ability to watch your favorite show on your schedule, right? Current Situation What prompted you to call today? Who is your current TV provider? What is it about your current provider that is making you want to switch? Programming What are some of your favorite channels? What type of programming do you enjoy? Does anyone else in your home have favorite channels we need to include? Local sports teams? Hardware How many TVs do you want to set up today? How many are HD? Do you like to watch TV on your own schedule? re you familiar with HD DVR and its available features? LWYS assume a on the fi r st TV f customer is interested in a bundle, open with: Yes, we partner with the best local providers to offer you bundle options with our DRECTV service. By bundling with these providers, you can also receive an additional $ 5 or $ 10 off your DRECTV service every month for the next year. 3 EXPLN THE BENEFTS OF DRECTV Once you identify DRECTV features that interest the customer, translate them into benefits. Show the customer how DRECTV will fit their situation. CNE CONNECTON KT + = Talk about benefits and not just features Give customers reasons to believe, and they will be easier to close. Talk about the combined benefits of Genie HD DVR with DRECTV Whole-Home DVR service Never see the clutter of cable wires again. DRECTV gives you the freedom to move your TV anywhere! Connect multiple TVs to one HD DVR and watch the same recorded show on up to four TVs simultaneously. Plus, you can record, pause, fast-forward or delete prerecorded shows from any room, and set your HD DVR from any cell phone, tablet or laptop. Tell customers how connecting DRECTV to the nternet provides the best TV experience Unleash the power of DRECTV s most advanced receiver by connecting your Genie HD DVR to your High-Speed nternet. Enjoy access to DRECTV CNE, featuring over 400 of the newest movie releases, plus access to thousands of shows and movies at no extra charge. Listen to your favorite music from Pandora nternet Radio, plus search for and watch YouTube videos on your TV! Use your tablet as a remote. f the customer is interested in taking an HD DVR but unsure about nternet connectivity, clearly explain the benefits: Since you already have broadband at home, connecting your HD DVR is easy and it unlocks a world of entertainment. Best of all, it s FREE with the DRECTV CNE Connection Kit! Reference Required Call Components (RCCs) on the Dealer Center for complete disclosure language. Offers valid through 1/5/15.

3 4 SELL SOLUTON Show the customer you understand their needs by providing a solution. Right-size the customer to the package they need and try to honor their requests. void overselling or underselling. Based on customer cues, decide the best package! Looking for value: Right now, you can save big with our SELECT Package! You ll save $ 30/mo. off the regular price, get over 130 channels of programming, HBO, SHOWTE and Cinemax FREE for three months, and four FREE lease upgrades on dvanced Product Receivers. Does that sound like a great deal to you? Wants the best entertainment experience: The PREER Package is incredible entertainment. t comes with over 285 channels of programming and includes HBO, STRZ, SHOWTE and Cinemax. You even get four FREE lease upgrades on dvanced Product Receivers. With rebate savings on top of that, it s everything you could ever want. LWYS SSUE YOU GOT THE SLE. Speak with the customer like they want to sign up. 5 DDRESS CONCERNS & OVERCOE OBJECTONS Restate, address and confirm. Ease any hesitations they may have about getting DRECTV. 24-onth greement 24-month agreement is a fairly common practice. You re probably familiar with it from most cell phone companies. t is necessary in order for DRECTV to keep subscription prices as low as possible. f have addressed all your concerns, we should get you signed up today. Credit Check/Social Security Number Reluctance Let me assure you, we are a penless/paperless environment and your information is secure. By running a credit check, it will help us determine what additional savings you may qualify for on your programming and equipment fees. ay please have your Social Security number to determine your new-customer savings? utomatic Bill Payment definitely understand you may have concerns. Let me assure you that the time you ll save will be worth it. utomatic Bill Payment makes paying your bill easy and convenient you won t have to worry about paying on time or being disconnected, and you can always check your account any time online at directv.com. What credit or debit card would you like to use to secure your order and set-up utomatic Bill Payment? 6 SK FOR THE SLE sk closing questions throughout the sale to determine if customer is ready to sign up. Use phrases that incorporate their needs. They won t give you the sell. You ve got to ask! f can arrange your install for Friday, can we sign you up for DRECTV today? Sounds like the free upgrade to Genie is a great reason for you to sign up. Let s do that now. Since equipment and professional installation is free, how does this week sound? orning or afternoon? Set the right expectations and make all necessary disclosures, including: Credit check and credit card requirement. Customer agreement and early cancellation fee (24 months; up to $ 480). Review all charges that will appear on their bill (Premium channels, monthly programming, receiver lease fees, etc.). NFL SUNDY TCKET disclosures (if applicable). Rebates and credits (if applicable): how much and when they will start and end. ll that s included in standard professional installation. TKE N SSUPTVE PPROCH THROUGHOUT THE CLL No one is going to ask you to sell them something. You must ask for it. Reference Required Call Components (RCCs) on the Dealer Center for complete disclosure language. Offers valid through 1/5/15.

4 FCT SHEET REQURED CLL COPONENTS S OF 10/2/2014 OVERVEW The Required Call Components (RCC s) are complete, legal disclosures that need to be provided to our customers when describing the DRCTV features, offer details, customer fees, BP, rebates and more! NSTNT REBTE Your monthly bill which includes an instant rebate will be $, plus applicable state and local taxes. You will receive an instant rebate of $ credit for months LOCL CHNNELS Your package (includes/doesn t include) your local SD/HD channels. The following channel(s) is/are currently not available in your area (i.e. BC, NBC, CBS, FOX and/or PBS). Please visit DRECTV.com to look up the list of local channels included in your zip code. PREU CHNNELS f your order today includes the free 3 months of Premium channels, charges for the channels will begin on your fourth month bill at the regular price unless you call us to cancel them. This does not apply if you are ordering the Premier/Lo aximo package, as those channels are included in the price. n Premium Channels Pick 1: n HBO: $ per month. n Showtime Or Cinemax: $ per month. n Premium Channels Pick 2: n HBO + Cinemax Or Showtime: $ 30 per month. n Showtime & Cinemax: $ 25 per month. n Premium Channels Pick 3: n HBO, Showtime & Cinemax: $ 40 per month. NFL SUNDY TCKET NFL SUNDY TCKET X is included at no extra cost for the 2014 season, with a value of $ NFL SUNDY TCKET automatically renews each season. You will be notified before it automatically renews in ay To avoid being charged, you may cancel any time prior to the start of the 2015 season. However, it cannot be canceled or refunded after the season starts. Blackout restrictions and other conditions apply, and the number of games varies by market. FEE CUSTOER Your order today includes a $ 300 fee, which is not a deposit and cannot be used to cover outstanding balances. t will not be refunded if you cancel your services. UTOTC BLL PY (ND NO PPERLESS BLLNG) By enrolling your card in uto Bill Pay, you agreed and authorized DRECTV to charge your card automatically to pay each of your monthly statements as well as any final bill amounts. Ver :15:28 PRODUCED BY DRECTV RKETNG COUNCTONS DEPRTENT. FOR SLES PERSONNEL USE ONLY. NOT FOR PUBLCTON OR CUSTOER DSTRBUTON.

5 FCT SHEET REQURED CLL COPONENTS S OF 10/2/2014 PPERLESS BLLNG (ND NO UTOTC BLL PY) By enrolling in Paperless Billing, you agreed to receive your monthly billing statements at the address you have provided or you can also view it by registering onto DRECTV.com. UTOTC BLL PY & PPERLESS BLLNG (COBNED) By enrolling in uto Bill Pay and Paperless Billing, you agreed and authorized DRECTV to charge your card automatically to pay each of your monthly statements as well as any final bill amounts and to receive your monthly billing statements at the address you have provided. You can also view your bill after registering on DRECTV.com. PROVDED CREDT/DEBT CRD The credit or debit card that you provide for this order today will be placed on file and may incur final bill amounts, including early cancellation and/or equipment non-return fees, should you cancel your service before fulfilling your agreement and/or fail to return leased equipment. $ 0 (ZERO DOLLR) ORDERS $ 1 (one dollar) hold will be placed on your card in order to authenticate your account. t will be removed by your financial institution within 30 business days, and in most cases within 7 business days. $ 200 GFT CRD OFFER You are eligible to receive a $ 200 Gift Card. You will receive a reward certificate in the mail that provides detailed instructions on how to redeem your gift card online. Please allow 6 8 weeks from your date of activation to receive the reward certificate; your account must be active and in good standing for a minimum of 30 days after activation. f you still have not received your reward certificate within 8 weeks, call 1 (866) for further assistance. $ 100 VS PREPD CRD s part of your order today, you ll also receive a $ 100 Visa Prepaid Card which will be delivered to you 6 8 weeks from the day of your activation; no redemption is required from your part. CUSTOER REFERRL Thank you for using the Customer Referral program, you and the existing customer who referred you will be saving an additional $ 10 a month for months (advise the customer of the number of months). Your discount is reflected in the total monthly charge. DRECTV PROGRNG ND LESE GREEENT Please say yes to confirm your agreement to purchase programming from us for consecutive months, or to pay an early cancellation fee of $ 20 for each month of your agreement not completed. DRECTV services are subject to your customer agreement, which is included with your order confirmation. t includes an item on alternative dispute resolution, so please review. [ust get agreement/acknowledgement/acceptance before continuing.] Your equipment is leased so if you cancel service, you must return the equipment to avoid non-return fees. Ver :15:28 PRODUCED BY DRECTV RKETNG COUNCTONS DEPRTENT. FOR SLES PERSONNEL USE ONLY. NOT FOR PUBLCTON OR CUSTOER DSTRBUTON.

6 FCT SHEET REQURED CLL COPONENTS S OF 10/2/2014 RED THS F WRELESS N GENE S NCLUDED N ORDER The wireless signal range varies and may be affected by several factors. To maximize the wireless range, your installer will determine the best placement of the Wireless Video Bridge based on the layout of your home and where your TVs are located. TEXT ESSGE CONSENT (RED THS F SCR S NOT VLBLE): By providing me with your telephone number, you agree for DRECTV to send you a text with an update on your installation appointment. n just a moment, you ll receive a text from us. When you receive the text message, text back the word JON to begin receiving appointment notification texts. Please note that text messaging and data rates may apply. TEXT ESSGE CONSENT: (RED THS F USNG OS): Would you be interested in receiving text messages about your installation appointment? (f yes ) Great there are 2 options. You can text PPT to to opt into text alerts or you can opt in through your DRECTV account online at directv.com. Please note that text messaging and data rates may apply (in accordance to your wireless plan). NSTLLTON To take advantage of DRECTV On Demand, your installer will connect your receiver to your nternet as a standard part of the DRECTV installation. Please have your nternet active and your wireless router password available. Your installation is scheduled for (date/time). The installer can arrive at any time during that window and installations generally take 3-4 hours. You or someone over the age of 18 who is authorized to sign documents on your behalf must be present for your installation. dditional custom installation charges may apply. Please call (855) at least 24 hours prior to your installation for questions related to your order; you can also use this number to make changes to your DRECTV programming. [f applicable] Renters must obtain written or verbal approval from their landlord prior to installation. DO YOU HVE NY QUESTONS BOUT YOUR DRECTV ORDER TODY? Ver :15:28 PRODUCED BY DRECTV RKETNG COUNCTONS DEPRTENT. FOR SLES PERSONNEL USE ONLY. NOT FOR PUBLCTON OR CUSTOER DSTRBUTON.

7 FCT SHEET LOS COPONENTES REQUERDOS DE L LLD 10/02/14 OVERVEW Los Componentes Requeridos de la Llamada (RCCs en inglés) son declaraciones legales completas que se deben proporcionar a nuestros clientes cuando describes las funciones de DRECTV, los detalles de las ofertas, los cargos al cliente, BP, reembolsos y más. REEBOLSO NSTNTÁNEO Su factura mensual la cual incluye un rembolso instantáneo de $ por 12 meses será $, más los impuestos estatales y locales aplicables. También recibirá un descuento instantáneo de $ crédito por los primeros 12 meses. CNLES LOCLES Su paquete de programación (incluye/no incluye) sus canales locales en SD/HD. El/Los siguiente(s) canal(es) está / no están disponibles en su área (BC, NBC, CBS, FOX y/o PBS). Por favor, visite DRECTV.com para un listado de canales locales incluidos en su código postal. CNLES PREU Si su pedido de hoy incluye 3 meses gratis de canales Premium, los cargos por estos canales empezarán a facturarse en el cuarto mes al precio regular a no ser que nos llame a cancelarlos. Esto no aplica si usted está ordenando el paquete de programación Premier/Lo áximo ya que estos canales están incluidos en éste precio. n Canales Premium Selección 1: n HBO: $ mensuales. n Showtime Or Cinemax: $ mensuales. n Canales Premium Selección 2: n HBO + Cinemax O Showtime: $ 30 mensuales. n Showtime & Cinemax: $ 25 mensuales. n Canales Premium Selección 3: n HBO, Showtime & Cinemax: $ 40 mensuales. NFL SUNDY TCKET La temporada 2014 de la NFL ST ax está incluída sin ningun costo adicional en su orden del día de hoy, ésta tiene un valor de $ Esta subscripción se renueva automáticamente cada temporada. Usted será notificado antes de la renovación en ayo del Ustéd puede cancelar la subscripción antes del comienzo de la temporada del 2015 y así evitar el cobro por ésta. La subscripción no podrá ser cancelada o reembolsada después del comienzo de la temporada. Restriciones de bloqueo y otras condiciones se podrían aplicar y el número de partidos varían segun el mercado. CLENTES CON CUOT Su orden de hoy día incluye un cargo de $ 300, que no es un depósito, y no se puede usar para cubrir saldos pendientes. No se reembolsará si usted cancela los servicios. PGOS DE FCTUR UTOÁTC (NO FCTURCÓN SN RECBO) l inscribirse hoy a Pagos de Factura utomática, usted está de acuerdo y autoriza que DRECTV cobre su tarjeta automáticamente cada mes para pagar a cada uno de sus estados de cuenta mensuales, así como los importes de facturas finales. Ver :17:54 PRODUCED BY DRECTV RKETNG COUNCTONS DEPRTENT. FOR SLES PERSONNEL USE ONLY. NOT FOR PUBLCTON OR CUSTOER DSTRBUTON.

8 FCT SHEET LOS COPONENTES REQUERDOS DE L LLD 10/02/14 FCTURCÓN SN RECBO (SN PGOS DE FCTUR UTOÁTC) l inscribirse a Facturación sin Recibo, ustéd está de acuerdo en recibir su estado de cuenta en la dirección de correo electrónico que me dió o puede revisarla registrandose en DRECTV.com. PGOS DE FCTUR UTOÁTC Y FCTURCÓN SN RECBO (COBNDS) l inscribirse a Pagos de Factura utomática y Facturación sin Recibo, ustéd está de acuerdo y autoriza que DRECTV cobre su tarjeta de crédito automáticamente cada mes para pagar a cada uno de sus estados de cuenta mensuales además de los importes de facturas finales, y recibir su estado de cuenta en la dirección de correo electrónico que me dió. También puede revisar su factura registrandose en DRECTV.com. TRJET DE CRÉDTO/DÉBTO La tarjeta de crédito/débito que nos está proporcionando hoy para éste pedido será archivada en nuestro sistema, ésta podría incurrir cargos por cancelación anticipada, cargos de su última factura y/o cargos por falta de devolver el equipo si cancela el servicio antes de cumplir con el contrato de servicio, y/o no devuelve el equipo arrendado. ORDENES DE $ 0 (CERO) DÓLRES Se le colocará un bloqueo de autorización de $ 1 (un dólar) en su tarjeta para autentificar su cuenta, y su institución financiera se lo devolverá dentro de 30 días hábiles, y en muchos casos dentro de 7 días hábiles. TRJET DE REGLO DE $ 200 Ustéd es elegible para recibir una Tarjeta de Regalo por $ 200. Recibirá un certificado de redemcion por correo el cual le proveerá detalles e instucciones de como reclamar su tarjeta por medio del internet. El certificado arribará dentro de 6 a 8 semanas después de activar sus servicios, su cuenta debe estar activa y en buen estado por un mínimo de 30 días después de la activación. Por favor llame al (866) , si han pasado 8 semanas y todavia no ha recibido su certificado. TRJET PREPGO VS DE $ 100 Como parte de su orden, ustéd también recibirá una Tarjeta Prepago Visa de $ 100 la cual arribará dentro de 6 8 semanas después de activar sus servicios de DRECTV. CLENTE REFERDO Gracias por utilizar el programa de cliente referido, ustéd y el cliente que lo refirió estarán ahorrando $ 10 adicionales mensuales por meses (déjele saber al cliente el total de meses de descuento). El descuento se reflejará en el total de su cuota. PROGRCÓN DE DRECTV Y CUERDO POR RRENDENTO Por favor, diga Sí para confirmar el acuerdo de compra de programación por nustro medio por meses consecutivos, o estará sujeto a un cargo por cancelación temprana de $ 20 por cada mes no cumplido. Los servicios de DRECTV están sujetos a su acuerdo de cliente el cual está incluído con la confirmación de su ordén. segúrese de leerlo, incluyendo Sección 9 referente a resoluciones de disputas. [Deberá recibir confirmación verbal o acuerdo por parte del cliente.] El equipo es arrendado, éste deberá ser rertornado si cancela sus servicios para evitar cobros por no retornarlo. Ver :17:54 PRODUCED BY DRECTV RKETNG COUNCTONS DEPRTENT. FOR SLES PERSONNEL USE ONLY. NOT FOR PUBLCTON OR CUSTOER DSTRBUTON.

9 FCT SHEET LOS COPONENTES REQUERDOS DE L LLD 10/02/14 LEER S L ORDEN NCLUYE RECEPTOR(ES) NLÁBRCO N GENE El alcance de la señal inalámbrica varia y puede ser afectada por distintos factores. Para obtener el mejor alcance inalámbrico, el técnico determinará el major lugar para colocar el Puente nalámbrico de Video (Wireless Video Bridge) dependiendo de como esté su casa distribuida además de las locaciones de sus Televisores. CONSENTENTO DE ENVÍO DE ENSJ DE TEXTO (LEER S EL SSTE DE SCR NO ESTÁ DSPONBLE): l proveerme su número de teléfono, ustéd aprueba a que DRECTV le envíe un mensaje de texto con información correspondiente a su fecha de instalación. En un momento recibirá un mensaje de texto de nosotros. Por favor responda con la palabra JON para poder recibir información sobre su instalación. El mensaje de texto es en nglés y cargos por el mensaje pueden ser aplicados por su compañía Telefónica. CONSENTENTO DE ENVÍO DE ENSJ DE TEXTO (LEER S L ORDEN ES PROCESD EN OS): Estaría interesado(a) en recibir mensajes de texto con respecto a su cita de instalación? (Si el cliente está de acuerdo) Tiene dos opciones. Puede enviar un mensaje de texto PPT al para aceptar las alertas de texto o también podría hacerlo por medio de su cuenta de DRECTV en la web en DRECTV.com. El mensaje de texto es en nglés y cargos por el mensaje o el uso de data pueden ser aplicados por su compañía Telefónica. NSTLCÓN Como parte de la instalación de DRECTV, el técnico conectará su receptor al internet para poder disfrutar de DRECTV Cinema. Por favor de tener sus servicios de internet activos además de la contraseña para acceder al servicio inalámbrico del internet. Su fecha de instalación está agendada para (día/hora). El Técnico puede arribar en cualquier momento durante estas horas y las instalaciones generalmente se toman de entre 3 a 4 horas. Usted o alguien mayor de 18 años que esté autorizado de firmar documentos por usted debe estar presente durante la instalación. dditional custom installation cargos adicionales pueden ser aplicados. Por favor llame al (855) por lo menos 24 horas antes de su cita si tiene preguntas relacionadas a su orden, también puede utilizar éste número para hacer cambios a su programación de DRECTV. [Si se aplica] rrendatarios deberán obtener permiso verbal o por escrito del propietario antes de la fecha de instalación. TENE LGUN PREGUNT SOBRE SU PEDDO CON DRECTV HOY? Ver :17:54 PRODUCED BY DRECTV RKETNG COUNCTONS DEPRTENT. FOR SLES PERSONNEL USE ONLY. NOT FOR PUBLCTON OR CUSTOER DSTRBUTON.

10 Overcoming Objections EFFECTVE JULY 2014 Use the CKNOWLEDGE, NFOR and OVE ON process to overcome customer objections. Shoppers understand you want to be sure you are making the right decision today. DRECTV is the leading carrier of channels in HD, has Emmy ward-winning technology, and has been #1 in customer satisfaction over all other cable providers for the last 14 years. Over 30 million people agree DRECTV is their entertainment of choice. What credit card did you want to use to secure your order today, so you can start enjoying the #1 satellite provider? Needs pproval/spouse Like you, know it s important to be confident you re making the best decision. What concerns do you think your spouse will have? You shared with me how unhappy he/she is with including all the great savings you are getting today.. Let me send you an confirmation to recap everything we ve discussed, gain, show your address as (state ). Let s complete your order so you ll receive the details in your confirmation . Cost share your concern that it s important to receive the best products and programming for your dollar. t must be tough knowing that, with your current provider, you re and not receiving the value you expect. y job is to make sure you get the right package based on your needs and budget. Plus, want to get you the best entertainment experience possible for your dollar. m going to look up the earliest installation date so you can start enjoying those savings and benefits as quickly as possible. Would a morning or afternoon appointment work best for you? Divorce the Bundle (Savings) understand you want to be sure you re getting the best price possible for all of the services you need. By signing up with DRECTV as your TV provider, you can take advantage of our $XX a month savings for a full year, which will lock in over $300 in savings. n addition, will give you 3 free months of HBO, Cinemax and SHOWTE. That s an additional $120 in savings! This way you can keep your current nternet/phone provider and still enjoy incredible savings from DRECTV. You can t beat these kind of savings by bundling. Let s get your DRECTV new-customer offer locked in. Would a morning or afternoon installation appointment work best for you? dvanced Receiver Service (RS) understand your concern, and want to reassure you that with DRECTV s dvanced Receiver Service you get so much more. We conveniently combine the best in technology in one monthly charge, which will give you the most full-time HD channels and access to more programming with our On Demand service. Let me discount this charge by signing you up for utomatic Bill Payment and Paperless Billing to get you the same great experience at 40% off a month for the next two years. To lock in all your savings, what credit or debit card would you like to use to secure your order and set utomatic Bill Payment? utomatic Bill Payment (BP) definitely understand you may have concerns. Let me assure you that the time you ll save will be worth it. utomatic Bill Payment makes paying your bill easy and convenient you won t have to worry about paying on time or being disconnected, and you can always check you account any time online at directv.com. What credit or debit card would you like to use to secure your order and set up utomatic Bill Payment? Credit Check/Social Security Number Reluctance any of my customers feel the same way about giving out their Social Security number or running a credit check. Let me assure you we are a penless/paperless environment and your information is secure. By running a credit check, it will help us determine what additional savings you may qualify for on your programming and equipment. ay please have your Social Security number to run a credit check to determine what new-customer offers you qualify for? Only Wants Bundle nformation understand that you want to find out more information about the nternet provider that is available in your area. We partner with the best providers to offer you bundle options with our DRECTV service. By bundling with these providers you can save an additional $5 to $15 a month on your DRECTV service for the next year. Let s get some basic information to get started. (Return to Call Flow.) Price Point $ Great! would be more than happy to look at this package option for you and make sure you get the best deal. (Build rapport through Discovery by discussing their programming needs.) Based on what you ve told me, recommend the (package) because it includes your favorite channels like (name specific channels). Now that we ve determined the best package for your needs, let s complete your order. (Continue with Present the Offer.) s there an alternate phone number we can use to contact you? 24-onth greement understand many of my current customers feel the same way about the agreement. The two-year agreement is actually for your benefit. t allows us to lock in your price and provide additional discounts on programming, hardware and installation. To lock in all your savings, what credit or debit card would you like to use to secure your order and set up utomatic Bill Payment?