Untitled Note

QPlaza 01/23/2023 3.78 AINUEL KALINGKING 6046212 310016834916 3 16 196 00086119611674520228 77NRDDCX 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 but the customer still declined. End of the call. Coaching Opportunity: -Agent failed to mention Xtra Channels during the offer presentation RAI 01/23/2023 4.98 ANDREI IGNES 6100050 140015127746 3 6 186 00086053611674487202 371GB3R3 Post61CPO Jerry Demayo Nestor Sapon Call Summary: The agent called to reactivate the service for $5/month plus fees and taxes but the customer interrupted and 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. Agent tried to provide another rebuttal but the customer still declined the offer. End of the call. NA XTra channels RAI 01/23/2023 3.95 ARMANDO VICTORIANO 6100048 130030280689 2 48 168 00086122861674515738 79179622066 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 and offered 3 months trial extension of the platinum plan but the customer declined the offer because she's busy. Agent tried to offer e-bill but the customer interrupted to decline the offer. End of the call. RAI 01/23/2023 4.18 CALEB JAMES LANGBAYAN 6033664 130030282031 3 24 204 00086107351674521220 JYZ6PAWG 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 offered 3 months trial extension of the platinum plan but the customer declined the offer. Agent offered FDD but the customer was not willing to give out information over the phone or to make any payment. Agent was mentioning about the CC Masking but the call got disconnected. Coaching Opportunities: 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 and the next offer. Managing Resistance: Agent should not use FDD as a rebuttal to customer's objection. He could only highlight the FABs to give value to the service or create a sense of urgency when providing a rebuttal to handle the customer's objection. NA-Assumptive close RAI 01/23/2023 4.07 DANIELA BONGCALES 6100051 130030279546 2 25 145 00086068911674511862 5LQ68D8A 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, provided channel recommendation, highlighted the FABs and offered 3 months trial extension of the platinum plan but the customer still declined the offer. End of the call.