Untitled Note

12/21/2022 RAI 12/15/2022 12.32 JOY CLARETE 6014898 130029634039 9 47 587 00086053671671153499 89MQ6ERZ Ford Post 61 New CATHERINE ROTAIRO Nestor Sapon 1. RAI 12/17/2022 3.20 ALLAINE MARIE DURANO 6037057 130029660105 2 46 166 00086121291671303148 M8PU1EHV Ford Post 61 New CATHERINE ROTAIRO Nestor Sapon Call Summary: The agent called to reactivate the service for a great offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. Coaching Opportunity: Assumptive Close: Agent did not provide any assumptive close after pitching the offer. Agent could have provided an assumptive close right after pitching the offer instead of asking the customer's state. 2. RAI 12/19/2022 3.63 ANGELICA ELAINE CEDO 6059786 140014924646 3 17 197 00086123831671475862 BHWC6BHJ Post61 CATHERINE ROTAIRO Nestor Sapon Call Summary: The agent called to reactivate the service for a special offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the call got disconnected. 3. RAI 12/17/2022 3.73 CYNTHIA PAYAC 6057787 130029662419 3 28 208 00086063331671308615 74954178156 Post61CPO SHYR BUENAVISTA Nestor Sapon Call Summary: The agent called to reactivate the service for $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent offered 3 months trial extension of the platinum plan but the customer declined the offer. Agent provided rebuttal but the customer still declined the offer. End of the call. Coaching Opportunity: Targeted Questions: Agent failed to ask any targeted probing question. Agent could have asked targeted probing questions to properly position the FABs and the next offer. 4. RAI 12/16/2022 3.40 MARK HERO CALANOG 6037064 140014914521 3 3 183 00086061161671219724 BXDJ9AWK Post61CPO SHYR BUENAVISTA Nestor Sapon Call Summary: The agent called to reactivate the service for an great offer of $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. Coaching Opportunities: -Agent failed to mention Xtra Channels during offer presentation -Assumptive Close: Agent did not provide any assumptive close after pitching the offer. Agent should always make sure to provide an assumptive close right after every offer presentation. 5. RAI 12/19/2022 4.95 MARY VINELLE VALDEZ 6066256 130029678168 4 11 251 00086149241671479047 6TVH4DWT Post61CPO DENISE IGNEO Nestor Sapon Call Summary: The agent called to reactivate the service for an amazing offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. 6. RAI 12/17/2022 5.37 MERALYN ZAPRA 6089172 130029663830 3 0 180 00086032491671314810 N7291ECU Post61 CATHERINE ROTAIRO Nestor Sapon Call Summary: The agent called to reactivate the service for $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent offered 3 months trial extension of the platinum plan but the customer declined the offer. Agent tried to provide a rebuttal but the customer still refused and disconnected the call. Coaching Opportunity: Targeted Questions: Agent failed to ask any targeted probing question. Agent could have asked targeted probing questions to properly position the FABs and the next offer. 7. RAI 12/19/2022 3.68 MONICA MELLEZENE ORDONIO 6092225 130029683149 2 35 155 00086029991671493422 73874883402 Post61CPO JERRY DEMAYO Nestor Sapon Call Summary: The agent called to reactivate the service for a special offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent offered 3 months trial extension of the platinum plan but the customer declined the offer. Agent tried to provide a rebuttal but the customer still refused and disconnected the call. Coaching Opportunity: Targeted Questions: Agent failed to ask any targeted probing question. Agent could have asked targeted probing questions to properly position the FABs and the next offer. 8. RAI 12/19/2022 3.18 ROBERT CHRISTIAN ANDOY 6076507 130029675895 2 55 175 00086065561671474535 60677200620 Post61CPO DENISE IGNEO Nestor Sapon Call Summary: The agent called to reactivate the service for a great offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. 9. RAI 12/16/2022 2.25 ROMEO MACAN 6092224 130029647698 1 53 113 00086077131671228118 77857544375 Post61CPO JERRY DEMAYO Nestor Sapon Call Summary: The agent called to reactivate the service for $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music but the customer said that he was not interested. Agent was about to pitch another offer but the customer already disconnected the call. 10. RAI 12/17/2022 3.47 TRICA NEIL CLAROS 6037066 130029657684 3 5 185 00086117441671298216 CZZ5YD0G Post61 SHYR BUENAVISTA Nestor Sapon Call Summary: The agent called to reactivate the service for $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer doesn't have an idea about it. Agent explained that it's about the radio service on his car but the customer said that he doesn't want it. Agent asked probing question but the customer still declined and disconnected the call. Coaching Point: Agent could have a good exit strategy since there was a language barrier and customer already declined twice. 11. RAI 12/16/2022 2.55 WAWI MANGUBAT 6021029 130029638544 2 9 129 00086099541671210574 70717343056 Post61CPO SHYR BUENAVISTA Nestor Sapon Call Summary: The agent called to reactivate the service for a great offer of $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music but the customer doesn't want to answer because he's not interested. Agent was about to offer 3 months trial extension of the platinum plan but the customer interrupted and declined the offer. End of the call. Coaching Opportunities: -Agent failed to mention Xtra Channels during offer presentation -Assumptive Close: Agent did not provide any assumptive close after pitching the offer. Agent should always make sure to provide an assumptive close right after every offer presentation. *-*-*-*-*-*-* 12. QPlaza 12/19/2022 3.42 GABRIELLE COLEEN TAN 6078114 310016480168 3 12 192 00086069301671469960 XHBQD4W5 Post16CPO JUAN MIGUEL ALVARAN King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus tax but the customer refused. The agent asked the customer’s favorite type of music, highlight the FABs and offered FDD but the customer still refused. End of the call. Coaching Opportunities: -Agent failed to mention Xtra Channels during offer presentation -Managing Resistance: Agent proactively offered FDD to the customer. Agent could have highlighted the FABs and created a sense of urgency instead of offering FDD to the customer proactively as a rebuttal. 13. QPlaza 12/17/2022 4.03 JAVIER JD CLIDORO 6046732 310016476456 3 26 206 00086086521671317066 98ELW0WD Post16CPO DENISE CARAIG King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus tax but the customer refused. The agent highlighted the online streaming but the customer still declined and disconnected the call. Coaching Opportunities: -Agent failed to mention Xtra Channels during offer presentation -Targeted Questions: Agent failed to ask any targeted probing question. Agent could have asked targeted probing questions like the customer's favorite type of music to properly position the FABs. QPlaza 12/19/2022 3.23 MARILOU ABAWAG 6086126 310016480905 2 36 156 00086073351671473723 Z39VRD4G Post16CPO JUAN MIGUEL ALVARAN King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus tax but the customer refused. The agent asked the customer’s favorite type of music but the customer interrupted and declined the offer. Agent tried to provide a rebuttal but the customer still refused and disconnected the call. QPlaza 12/19/2022 2.85 MARY JOY PISUENA 6059914 310016484711 2 39 159 00086120541671498545 HEMV8E03 Ford Post 16 New JUAN MIGUEL ALVARAN King Talavera QPlaza 12/16/2022 3.08 MHAIRENE SOMERA 6045028 130029652857 2 36 156 00086068981671241489 BYAHN20R Post16CPO JUAN MIGUEL ALVARAN King Talavera QPlaza 12/19/2022 3.28 ROME CHESTER ACCAD 6038107 310016483746 3 2 182 00086152151671490160 9UYRGD0P Post16CPO JUAN MIGUEL ALVARAN King Talavera Martinsville 12/19/2022 2.20 ALISHA ALMEDA 6039708 100033195922 1 58 118 00086126711671471224 L7HQ7EMN Ford Pre 70 New STEPHANIE JOINES Wilbert Teamer *-*-*-*-*-*-*-*-*-* 12/22/2022 1. QPlaza 12/17/2022 3.95 APPLE AIS 6059912 310016469628 3 0 180 00086031201671296826 49Y25E84 Ford Pre 10 New ROMINA CIAR King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus tax but the customer refused. The agent asked the customer’s favorite type of music but the customer still declined. End of the call. Coaching Opportunity: -Agent failed to mention Xtra Channels during the offer presentation 2. QPlaza 12/16/2022 2.85 AXCHEL ROSE MARQUEZ 6078117 310016461870 2 30 150 00086047511671229347 65G2L3CT Post16CPO DENISE CARAIG King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus tax but the customer refused and wanted to cancel his service. Agent explained that she doesn't have any active subscription. The agent asked provided a rebuttal but the customer still declined. End of the call. Coaching Opportunities: -Agent failed to mention Xtra Channels during the offer presentation -Procedures: Offer Strategy-Agent failed to include stitcher during the offer presentation -Managing Resistance: Ineffective Objection Handling- Agent could have used the suggested scripting when customers are using other services like pandora to properly position the FABs of the service. 3. QPlaza 12/19/2022 3.73 KENNETH BRINQUEZ 6047429 310016482314 3 28 208 00086086871671480119 56K7VAHX Post16CPO JUAN MIGUEL ALVARAN King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus tax but the customer interrupted and refused because he's already paying for a subscription. The agent explained why he was giving another offer when he already have one active. The customer said that if it's not for free he will not get it. End of the call. -NA xtra channels,assumptive 4. QPlaza 12/17/2022 3.27 MARY GRACE PALAD 6014970 310016469127 2 54 174 00086118301671295254 9TKN8EHU Ford Pre 10 New ROSE GLEN YANELA King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus tax but the customer interrupted and refused the offer. The agent asked the customer’s favorite type of music, provided a channel recommendation but the customer still declined. Agent tried to provide a rebuttal but the customer still refused the offer. End of the call. --NA xtra channels,assumptive 5. QPlaza 12/16/2022 3.82 REGINA SY 6020637 310016454925 3 6 186 00086126591671215104 XXV2BE8M Ford Pre 10 New ROSE GLEN YANELA King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus tax but the customer refused. The agent asked the customer’s favorite type of music, highlighted the FABs but the customer still declined. End of the call. -GOOD CALL 6. QPlaza 12/17/2022 4.13 ROSELYN ALONSABE 6035723 120011004641 3 30 210 00086007861671307508 XKGTMA4B Post16CPO MARLON PANGAN King Talavera Call Summary: The agent called and asked how the customer enjoyed the service where customer said that he's not using it. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus tax but the customer refused. The agent asked the customer’s favorite type of music but the customer still declined. Agent tried to provide a rebuttal but the customer still declined any offer. End of the call. -GOOD CALL 7. QPlaza 12/16/2022 3.82 SHERWIN LANAC 6075162 150025485908 3 27 207 00086043281671204508 9YT0VDMB Post16CPO DENISE CARAIG King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus tax but the customer refused. The agent asked the customer’s favorite type of music and highlighted the FABs but the customer still declined. End of the call. Coaching Opportunity: -Agent failed to mention Xtra Channels during the offer presentation -=-=-=-=-= 8. RAI 12/19/2022 3.78 RONA MAY COLO 6076508 140014924859 3 12 192 00086144101671477474 AE8ZYDHR Post61 CATHERINE ROTAIRO Nestor Sapon Call Summary: The agent called to reactivate the service for a great of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent highlighted the FABs but the customer declined. Agent offered 3 months trial extension of the platinum plan but the customer declined the offer. Agent asked the customer's favorite type of music but the customer already disconnected the call. Coaching Opportunity: -Targeted Questions: Agent did not strategically ask the probing question. Agent could have asked the targeted probing question after the first objection of the customer to properly position the FABs and the next offer. 9. RAI 12/17/2022 3.15 RUEL PALADON 6078080 130029660666 2 57 177 00086053021671304398 TC0QNA8K Post61CPO DENISE IGNEO Nestor Sapon Call Summary: The agent called to reactivate the service for a special offer of $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer interrupted and declined the offer. The agent tried to provide a rebuttal but the customer still declined the offer. End of the call. 10. RAI 12/17/2022 5.08 SARAH HOSSIEN HASSAN GILAN 6089171 130029661341 2 56 176 00086059061671305760 M1P93ERY Post61 CATHERINE ROTAIRO Nestor Sapon Call Summary: The agent called to reactivate the service for a special offer of $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer interrupted and refused. Agent highlighted the FABs and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. used the response of the customer as a rebuttal 11. RAI 12/16/2022 3.82 SHAILA NICOLE CAPUNO 6062199 130029641074 3 20 200 00086085361671216199 DJ9H4ERH Ford Post 61 New CATHERINE ROTAIRO Nestor Sapon Call Summary: The agent called to reactivate the service for a great offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. Coaching Opportunity: Assumptive Close: Agent did not provide any assumptive close after pitching the offer. Agent should always make sure to provide an assumptive close right after every offer presentation. *-*-*-*-*-*-*-*-*-*-*-*--* 12. RAI 12/16/2022 4.15 APOLONIO ESTANA 6065952 130029643545 2 57 177 00086101051671219820 R0MGVAHD Post61CPO CATHERINE ROTAIRO Nestor Sapon Call Summary: The agent called to reactivate the service for an amazing offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. 13. RAI 12/16/2022 3.85 CALEB JAMES LANGBAYAN 6033664 130029648476 3 5 185 00086116151671229106 DNM5WAWP Post61CPO SHYR BUENAVISTA Nestor Sapon Call Summary: The agent called to reactivate the service for a great offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of genre and offered 3 months trial extension of the platinum plan but the customer interrupted and declined the offer. Agent tried to provide a rebuttal but the customer still declined. The customer disconnected the call while agent was still talking. Coaching Point: -Agent could have a good exit judgment when the customer declined the second time. -NA-Assumptive close 14. RAI 12/17/2022 4.52 GERON CORDIAL 6056995 130029665721 3 18 198 00086097301671318733 7XKWDDMW Post61CPO SHYR BUENAVISTA Nestor Sapon Call Summary: The agent called to reactivate the service for an amazing offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's listening preference and mentioned FABs but the customer interrupted to decline the offer. End of the call. Coaching Opportunity: Assumptive Close: Agent did not provide any assumptive close after pitching the offer. Agent should always make sure to provide an assumptive close right after every offer presentation. Targeted Question: Agent could have used "What's your favorite type of music?" to uncover the customer's need. 15. RAI 12/17/2022 2.82 JASON CANDIDO 6034092 130029661430 2 10 130 00086118431671305997 YJNKHD4M Post61CPO JERRY DEMAYO Nestor Sapon Call Summary: The agent called to reactivate the service for a special offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused because he only listen to amazon prime music. Agent mentioned pandora station and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. Coaching Opportunities: -Agent failed to mention Xtra Channels during the offer presentation -Assumptive Close: Agent did not provide any assumptive close after pitching the offer. Agent should always make sure to provide an assumptive close right after every offer presentation. -Managing Resistance: Agent could have used the suggested scripting for specific objection to create sense of urgency to get the service and properly position the FABs of the service. RAI 12/16/2022 2.82 JASON CANDIDO 6034092 140014912266 2 29 149 00086065281671207598 C4WNTDCQ Post61CPO JERRY DEMAYO Nestor Sapon Call Summary: The agent called to reactivate the service for an amazing offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. 16. RAI 12/19/2022 4.15 JESELLE FERNANDO 6057783 130029684016 3 35 215 00086024371671497888 YNWQ6ERQ Ford Post 61 New CATHERINE ROTAIRO Nestor Sapon Call Summary: The agent called to reactivate the service for a special offer of $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer declined the offer. Agent highlighted the FABs but the customer still declined. End of the call. 17. RAI 12/19/2022 3.07 JESSIE VIVAS 6057784 140014924366 2 39 159 00086001011671474357 045LBD8D Post61CPO CATHERINE ROTAIRO Nestor Sapon Call Summary: The agent called to reactivate the service for $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. Coaching Opportunities: -Agent failed to mention Xtra Channels during the offer presentation -Assumptive Close: Agent did not provide any assumptive close after pitching the offer. Agent should always make sure to provide an assumptive close right after every offer presentation. -Procedures: Agent failed to include Stitcher during the offer presentation. 18. RAI 12/16/2022 3.68 JOHN RAYMOND DE JESUS 6029384 140014917060 2 55 175 00086149211671234370 G9H8U4H7 Post61CPO SHYR BUENAVISTA Nestor Sapon Call Summary: The agent called to reactivate the service for $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer declined the offer. Call got disconnected. Coaching Opportunities: -Agent failed to mention Xtra Channels during the offer presentation -Assumptive Close: Agent did not provide any assumptive close after pitching the offer. Agent should always make sure to provide an assumptive close right after every offer presentation. 19. RAI 12/17/2022 3.17 MARK DARYLLE SIBLERO 6078086 140014918531 2 44 164 00086136431671293186 52WJEAHW Post61CPO DENISE IGNEO Nestor Sapon Call Summary: The agent called to reactivate the service for a special offer of $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music, highlighted the FABs and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. 20. RAI 12/19/2022 6.43 RICHARD JAMES RUBIAN 6066253 130029669986 5 2 302 00086126931671459388 B0QEH4C9 Post61CPO DENISE IGNEO Nestor Sapon Call Summary: Agent called to reactivate the customer's radio for a special offer of $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer was on a doctor's appointment. The agent transitioned offering e-bill option of music and entertainment plan for 6 months. Agent read the disclosure where the customer provided an affirmative response. Agent provided a one-time text message for Radio Refresh and Streaming. End of the call. Coaching Opportunity: -Procedures: Agent failed to verify last 4 digits of the customer's phone number and the address on file. Agent could have asked the customer to verify the house number and zip code after confirming the street name, city and state of the address. 21. RAI 12/19/2022 3.60 RICHARD ORTEGA 6053594 130029673092 3 2 182 00086014361671468400 9U856E4Z Ford Post 61 New CATHERINE ROTAIRO Nestor Sapon Call Summary: The agent called to reactivate the service for $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. Agent asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. Coaching Opportunity: -Agent failed to mention Xtra Channels during the offer presentation *-*-*-*-*-*-*-*-*-*-*-* QPlaza 12/17/2022 3.60 KENT EMERSON VILLANUEVA 6075885 150025502088 3 20 200 00086079551671316343 C3MKVDWA Ford Post 16 New MARLON PANGAN King Talavera Call Summary: The agent called and offered $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. The agent asked the customer’s favorite type of music and offered 3 months trial extension but the customer still declined. End of the call. Coaching Opportunity: QPlaza 12/17/2022 10.83 LAURENZE JOVANIE CRUZ 6047419 120010997260 10 4 604 00086005351671286276 J8LV5EW4 Ford Pre 10 New ROMINA CIAR King Talavera QPlaza 12/17/2022 10.47 LETICIA PERALTA 733460 310016476738 8 34 514 00086021751671317466 QR2R7ERT Ford Pre 10 New ROMINA CIAR King Talavera QPlaza 12/17/2022 4.92 MARIA CHRISTINA GAGUI 728615 310016476403 3 29 209 00086057151671316920 KX5KQA4G Post16CPO DENISE CARAIG King Talavera