Untitled Note

11/21/2022 NON SALE 1. QPlaza 11/17/2022 3.57 ANGELA BUSTAMANTE 6090570 150025146260 3 18 198 00086007701668729416 C5WY7EWD 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 taxes 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. 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. 2. QPlaza 11/17/2022 4.38 CLAIRE JUSTINE CASTILLO 6064151 310016094563 3 2 182 00086078581668711524 UBBT1ERU Ford Post 16 New DENISE JASMIN CARAIG 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. The agent was about to provide a rebuttal until the call got disconnected. 3. QPlaza 11/17/2022 5.93 EVANGELINE MERCADO 6085816 310016098862 2 57 177 00086104971668721960 B0YB6E80 Ford Post 16 New DENISE JASMIN CARAIG King Talavera Call Summary: The agent called and offered $5/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 provided a channel recommendation but the customer still refused. Agent offered 3 months trial extension but the customer still declined the offer. End of the call. 4. QPlaza 11/17/2022 3.75 GABRIELLE COLEEN TAN 6078114 310016094947 3 23 203 00086136921668712631 8T3C6EMU Ford Post 16 New JUAN MIGUEL ALVARAN 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, highlighted the FABs and offered 3 months trial extension but the customer still declined. Agent provided a rebuttal but the customer still refused the offer. End of the call. 5. QPlaza 11/17/2022 2.73 IAN BENLOT 6054249 310016095125 2 26 146 00086088021668713164 YQRJ7EWB 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 taxes but the customer refused. The agent asked the customer’s favorite type of music but the customer still declined. End of the call. Coaching Opportunities: Assumptive Close: Agent did not provide any assumptive close after pitching the offer. Agent should always make sure to provide an assumptive close like "Let's go ahead and sign you up!" right after every offer presentation. Managing Resistance: Agent failed to provide any rebuttal to address the objection of the customer. He could have asked targeted question to properly position an appropriate rebuttal instead of just letting the customer go immediately. 6. QPlaza 11/17/2022 3.97 IVHAN CHRISTIAN AZUCENA 6044924 310016094067 3 12 192 00086071331668709937 1NBP7EHT 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 taxes but the customer refused. The agent asked the customer’s favorite type of music and provided channel recommendation. Customer declined after hearing the renewal price and disconnected 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 like "Let's go ahead and sign you up!" right after every offer presentation. 7. QPlaza 11/17/2022 4.37 JANNAH CLAIRE PARDILLA 6086125 120010682400 4 2 242 00086088861668714384 RVR29EHT 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 taxes but the customer refused. The agent asked the customer’s favorite type of music but the customer still declined. Agent highlighted the FABs but the customer still declined. End of the call. 8. QPlaza 11/17/2022 3.82 JOCELYN BANIQUED 6090573 150025135724 3 20 200 00086146521668700040 NVK17ECZ 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 taxes but the customer refused. The agent asked the customer’s favorite type of music but the customer still declined verbalizing no interest with the service. End of the call. 9. QPlaza 11/17/2022 17.37 JOEMAR BUTCH AVENIDO 6090574 310016101750 3 15 195 00086081471668736851 XRVY0E4J Ford Pre 10 New ROSE GLEN YANELA King Talavera Call Summary: The agent called and asked how the customer enjoyed the service where customer said that he doesn't use it. The agent asked the customer’s favorite type of music, provided a channel recommendation and transitioned offering the 3 months trial extension of platinum plan for $2 plus taxes but the customer refused. The agent tried to provide a rebuttal but the customer interrupted to decline the offer. 10. QPlaza 11/17/2022 5.25 JOHN HENRY MAYOR 6086121 120010679304 4 2 242 00086122851668704661 71TX4EHR 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 $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused. The offered 3 months trial extension but the customer still declined. The agent asked the customer's favorite type of music but the customer still refused the offer. End of the call. 11. QPlaza 11/17/2022 5.82 JOHN JHESTER AYUSTE 6086131 310016095727 4 39 279 00086080701668714667 R2HE8E4J 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 taxes but the customer refused. The agent asked the customer’s favorite type of music, provided a channel recommendation, highlighted the FABs but the customer still declined. Agent created urgency but the customer still declined the offer. End of the call. 12. QPlaza 11/17/2022 3.62 KATE ALYANA BEJA 731110 310016087085 3 13 193 00086129321668693755 2RT9WDH2 Ford Post 16 New JUAN MIGUEL ALVARAN 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 customer verbalized no intention to sign up mentioning that she cannot pay the service where agent acknowledged. End of the call. 13. QPlaza 11/17/2022 4.45 KENT EMERSON VILLANUEVA 6075885 310016088106 3 29 209 00086019081668696198 3YXY5E4G 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, provided channel recommendation but the customer still declined. End of the call. 14. QPlaza 11/17/2022 3.60 LAURENZE JOVANIE CRUZ 6047419 120010681930 3 5 185 00086079671668712835 WZMH9EC5 Ford Pre 10 New ROMINA CIAR King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. Agent transitioned offering $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 but the customer still declined. Agent tried to provide a rebuttal by highlighting the FABs but the customer interrupted to refuse the offer. End of the call. 15. QPlaza 11/17/2022 4.22 LETICIA PERALTA 733460 310016095595 3 57 237 00086068501668714343 03HK7EH5 Ford Pre 10 New ROMINA CIAR King Talavera Call Summary: The agent called and asked the customer was able to listen to the free trial. Agent transitioned offering 3 months trial extension for $2 plus fees and taxes but the customer refused. The agent asked probing question and highlighted the FABs but the customer still declined. End of the call. Coaching Opportunities: -Assumptive Close: Agent did not provide any assumptive close after pitching the offer. Agent should always make sure to provide an assumptive close like "Let's go ahead and sign you up!" right after every offer presentation. -Agent failed to mention Xtra Channels during presentation 16. QPlaza 11/17/2022 3.85 MARY GRACE PALAD 6014970 310016095590 3 23 203 00086079081668714367 W82V4E08 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 taxes but the customer refused but the customer's card information was not available. The agent offered 6 months music and entertainment plan for $30 plus fees and taxes but the call got disconnected. 17. Martinsville 11/17/2022 4.08 DESIREE BILLINGS 6050199 320011407221 3 40 220 00086051231668706260 EGRG8E8J Ford Pre 70 New STEPHANIE JOINES Wilbert Teamer Call Summary: Agent called and congratulated the customer for the new vehicle. Agent asked probing question and highlighted the FABs. She offered 3 months trial extension of platinum plan but the customer refused. Agent transitioned offering the 12 months plan music and entertainment plan and highlighted the FABs. Customer said that he doesn't want to pay for the service. End of the call. 18. Martinsville 11/17/2022 3.68 JUDITH BOWDEN 6062053 320011413432 3 16 196 00086151641668737784 92N4WA0U PRE75 SERVICE CPO CHELSEA DOWELL Wilbert Teamer 19. Martinsville 11/17/2022 3.07 TAMMY BROWNING 6039721 320011408670 1 56 116 00086073661668713439 3ABG9ECB Ford Pre 70 New STEPHANIE JOINES Wilbert Teamer Call Summary: Agent called and congratulated the customer for the new vehicle. She highlighted the FABs and asked if the customer had the chance to listen to the radio yet. Agent was about to provide the offer but the customer interrupted to decline the offer mentioning that he has no interest for signing up where agent acknowledged. End of the call. 20. QPlaza 11/17/2022 8.60 ANGELICA CONSUEGRA 6044150 310016098542 7 13 433 00086093051668720994 ZG9H4EWH Ford Pre 10 New ROMINA CIAR King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan. The agent obtained the card information through CC Masking. Agent read the disclosure where the customer provided an affirmative response. Agent sent a one-time text message about the streaming where customer agreed and provided a refresh instruction. End of the call. Coaching Opportunities: -Agent failed to verify the zip code of the address. -Agent failed to read back the new email address that she obtained from the customer -Agent failed to mention Xtra Channels during the presentation 21. QPlaza 11/17/2022 12.70 APPLE AIS 6059912 310016090016 7 47 467 00086145151668700370 MPBL8EHL Ford Pre 10 New ROMINA CIAR King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan. The agent obtained the card information through CC Masking. Agent read the disclosure where the customer provided an affirmative response. Agent sent a one-time text message to refresh the radio and about the streaming where customer agreed. End of the call. 22. QPlaza 11/17/2022 11.40 JASMIN CAYE SANTOS 6085818 310016095843 9 16 556 00086074881668714655 TXNM4EC5 Ford Post 16 New ROMINA CIAR King Talavera 23. QPlaza 11/17/2022 10.25 REGINA SY 6020637 310016093627 7 20 440 00086037461668707868 L46M7EC9 Ford Pre 10 New ROSE GLEN YANELA King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan. The agent obtained the card information through CC Masking. Agent read the disclosure where the customer provided an affirmative response. Agent sent a one-time text message to refresh the radio and about the streaming where customer agreed. End of the call. Coaching Opportunity: -Agent proactively confirmed the complete address on the account -Agent failed to send a one-time text message for Radio Refresh 24. Martinsville 11/17/2022 5.23 SHERRY BARTON 6060394 320011407005 4 40 280 00086097071668705200 AV0C6D43 PRE75 SERVICE CPO STEPHANIE JOINES Wilbert Teamer *-*-*-*-*-*-*-*-*-*-*-*-* 11/22/2022 NON Sale 1. RAI 11/18/2022 3.02 ALEXANDER DE GUZMAN 6076524 130029120919 1 32 92 00086030771668783416 28948522785 Post61CPO CATHERINE ROTAIRO Pam Caorte 2. RAI 11/18/2022 4.10 ALLAINE MARIE DURANO 6037057 130029121510 3 17 197 00086117351668784546 9X0KX2WX Post61CPO CATHERINE ROTAIRO Pam Caorte 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, provided a channel recommendation and offered 3 months trial extension of the platinum plan but the customer interrupted to decline the offer. End of the call. Coaching Point: -It could have been better if the agent provided the amount for the state on the account to ensure that trial close will be provided with no interruption 3. RAI 11/18/2022 5.45 APOLONIO ESTANA 6065952 130029143283 1 54 114 00086120191668813798 9AXV3QH6 Post61CPO DENISE IGNEO Pam Caorte 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. Agent tried to provide a rebuttal but the call got disconnected. Coaching Opportunity: -Agent failed to mention Xtra channels during offer presentation > NA: Assumptive close 4. RAI 11/18/2022 4.03 CALEB JAMES LANGBAYAN 6033664 130029141274 3 43 223 00086088261668811050 81811423611 Post61CPO SHYR BUENAVISTA Pam Caorte 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. 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. 5. RAI 11/18/2022 3.65 CELSO TORRES 6037065 130029121786 3 3 183 00086030191668785129 BJRR2E40 Post61 NESTOR SAPON Pam Caorte 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. Coaching Opportunity: -Agent failed to respond appropriately that resulted from customer to say "Hello?" to check if the agent was still on the line. 6. RAI 11/18/2022 2.63 CYNTHIA PAYAC 6057787 130029127649 2 6 126 00086067981668793593 Z0K96BMZ Post61 SHYR BUENAVISTA Pam Caorte 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 interrupted and refused the offer. Agent asked the customer's favorite type of music and tried to offer 3 months trial extension but the customer interrupted and declined the offer. End of the call. 7. RAI 11/18/2022 3.68 DAN VILLANUEVA 6051254 130029134001 3 13 193 00086071061668800674 ZY6KE4HP Post61CPO SHYR BUENAVISTA Pam Caorte 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 interrupted to decline the offer. End of the call. 8. RAI 11/18/2022 4.45 JAD LEXMAR SULIT 6020069 130029137050 4 3 243 00086017251668806270 PJ9Y7D0Z Post61 SHYR BUENAVISTA Pam Caorte 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 offered 3 months trial extension of the platinum plan but the customer declined the offer. Agent asked customer listening preference and provided a channel recommendation but the customer still refused the offer. End of the call. Coaching Opportunity: -Agent failed to mention Xtra Channels during offer presentation 9. RAI 11/18/2022 3.67 JEFFREY VALENCIA 6054866 140014763241 3 23 203 00086092081668786420 81D5NAR7 Post61CPO SHYR BUENAVISTA Pam Caorte 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. Coaching Opportunity: -Agent failed to mention Xtra Channels during offer presentation 10. RAI 11/18/2022 3.33 JOHN PAUL COLEGIO 6037081 130029121058 3 3 183 00086085711668783589 DVJP6BCU Post61 SHYR BUENAVISTA Pam Caorte 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. Agent highlighted the FABs and provided a rebuttal but the customer still refused the offer. End of the call. >NA-XTra Channels 11. RAI 11/18/2022 3.55 JOHN RAYMOND DE JESUS 6029384 140014764387 3 4 184 00086112141668793076 VJ7K5E4K Post61 NESTOR SAPON Pam Caorte 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 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. RAI 11/18/2022 3.67 JONHEL SANTOS 6089169 130029133426 2 50 170 00086009611668800133 75434082011 Post61CPO DENISE IGNEO Pam Caorte 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 and will only sign up until its free. Agent offered 3 months trial extension of the platinum plan but the customer declined the offer because he still needs to pay. End of the call. Coaching Opportunity: 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. 13. RAI 11/18/2022 3.73 JOY CLARETE 6014898 130029132178 3 24 204 00086094821668798783 CVA40Q4T Post61CPO CATHERINE ROTAIRO Pam Caorte 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. Agent tried to provide a rebuttal but the customer still refused. End of the call. 14. RAI 11/18/2022 4.07 LEAH ANGELICA SY 6054865 140014763988 3 18 198 00086106461668791487 D0465E0E Post61 SHYR BUENAVISTA Pam Caorte 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. Agent asked listening preference of the customer but the call got disconnected. Coaching Opportunity: -Customer verbalized that he was not able to understand the agent. Agent should ensure the clarity when talking or explaining to the customer and ensure to check that customer has the full understanding the purpose of the call before providing more information to avoid repeating information you provided during the offer presentation. *-*-*-*-*-*-*- 15. RAI 11/18/2022 4.80 MA. PAMELA CATAPANG 6015810 130029137487 3 17 197 00086045421668806846 DN5CL44U Post61CPO CATHERINE ROTAIRO Pam Caorte Call Summary: The agent called to reactivate the service for an amazing 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 because of automatic renewal. Agent provided a rebuttal but the customer refused. Agent offered FDD but the customer said that she can't do it where agent said that she can but the customer disconnected the call. Coaching Opportunity: -Agent failed to mention Xtra Channels during offer presentation 16. RAI 11/18/2022 4.15 MARK ANDRIE ALICO 6074995 130029145984 3 32 212 00086099211668819963 WN2TU38B Post61CPO DENISE IGNEO Pam Caorte Call Summary: The agent called to reactivate the service for an amazing 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, provided a channel recommendation and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. Coaching Opportunity: -Agent was not ready to take in call and evidently talking in vernacular when the call came in. 17. RAI 11/18/2022 2.93 MARK HERO CALANOG 6037064 140014764211 2 29 149 00086098991668792457 XM454ER0 Post61 SHYR BUENAVISTA Pam Caorte 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 interrupted and refused. Agent asked the customer's favorite type of music, provided channel recommendation and offered 3 months trial extension of the platinum plan but the customer interrupted to decline the offer. End of the call. Coaching Opportunity: -Agent failed to mention Xtra Channels during offer presentation 18. RAI 11/18/2022 5.60 REYNAN ARAPAN 6060965 130029127867 3 19 199 00086150011668793752 T9V9N3WA Post61CPO DENISE IGNEO Pam Caorte Call Summary: The agent called to reactivate the Sirius XM service on the customer's vehicle. Customer said that the car belongs to her son and they didn't need the service. Agent checked the account and informed the customer about the current plan then offered a 12-month promotion of $8.25/month where customer asked how much it will be after the 12 months. Agent informed the customer about the price of the regular rate where customer said that she will keep what she has. Agent transitioned offering a trial extension for her son's car but the customer refused. End of the call. Coaching Opportunities: -Agent failed to follow strategy when she offered a promotion to another car with an existing subscription. -She also failed to provide a complete required elements during presentation like mentioning "plus fees and taxes" after stating the Base Rate. -Agent failed to ask any targeted probing question 19. RAI 11/18/2022 3.80 RICHARD JAMES RUBIAN 6066253 130029123652 2 35 155 00086131561668788756 62925276610 Post61CPO DENISE IGNEO Pam Caorte 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 because he's not using the service on the vehicle. 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 interrupted and declined the offer. Coaching Opportunity: 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. 20. RAI 11/18/2022 3.55 RICHARD ORTEGA 6053594 130029137923 2 27 147 00086133551668807589 52909207186 Post61CPO CATHERINE ROTAIRO Pam Caorte 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, highlighted the FABs and offered 3 months trial extension of the platinum plan but the call got disconnected. 21. RAI 11/18/2022 3.57 ROBERT CHRISTIAN ANDOY 6076507 130029124482 3 7 187 00086081151668789935 75749332786 Post61CPO DENISE IGNEO Pam Caorte 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 still declined the offer. End of the call. 22. RAI 11/18/2022 3.97 RONA MAY COLO 6076508 140014768744 3 27 207 00086153641668821455 QYMQ7AW3 Post61CPO CATHERINE ROTAIRO Pam Caorte 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, highlighted the FABs and offered 3 months trial extension of the platinum plan but the customer still declined the offer. Agent tried to provide a rebuttal but the call got disconnected. 23. RAI 11/18/2022 2.85 RUEL PALADON 6078080 130029145359 2 25 145 00086125301668818366 7ZK3440H Post61CPO DENISE IGNEO Pam Caorte 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 asked the customer's favorite type of music and offered 3 months trial extension of the platinum plan but the customer still declined the offer. Agent tried to provide a rebuttal but the customer really not interested with the service. End of the call. Coaching Opportunity: -Agent asked the customer to what he said after asking the favorite type of music. Agent should always be attentive when customer respond to any question that we asked to avoid them repeat what they said. -Agent should be more familiar with the type of music to ensure that we can properly provide an accurate channel recommendation to the customer if possible. 24. RAI 11/18/2022 3.85 RUTCHIE SARVIDA 6057786 130029144504 3 25 205 00086047411668816184 3Y243A81 Post61CPO DENISE IGNEO Pam Caorte 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 still declined the offer. End of the call. *-*-*-*-*- 11/24/2022 1. QPlaza 11/21/2022 10.68 CATHERINE QUINONES 6051830 130029197311 10 0 600 00086017051669077360 HVH83Q4C Post16CPO MARLON PANGAN King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered a 3-month trial extension for $2 plus taxes but the customer doesn't have funds yet on her card. The agent offered 6 months music and entertainment plan for $30 plus fees and taxes. Agent read the disclosure where the customer provided an affirmative response. Agent provided a streaming instruction where customer understood. End of the call. Coaching Opportunities: -Agent failed to mention the Xtra Channels during offer presentation -Disclosure non- compliance- Refresh Radio Disclosure/ EZ App Link Disclosure. Agent failed to read any disclosure before sending a one-time text message to the customer. -Procedures: Agent proactively provided the complete address of the customer. 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. 2. QPlaza 11/21/2022 13.92 DIANA ROSE GAPATE 6035021 310016141775 12 19 739 00086115841669077744 VG6RUD8W Post16CPO MARLON PANGAN King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered 3 months trial extension for $2 plus taxes but the customer wanted to cancel. The agent provided a rebuttal and informed the customer that he can call customer service about the other accounts that he has a concern. The agent consolidated the accounts and used the card on file to process the payment. Agent read the disclosure where the customer provided an affirmative response. Agent sent a one-time text message to refresh the radio and about the streaming where customer understood. End of the call. Coaching Opportunity: Disclosure non- compliance- Refresh Radio Disclosure. Agent skipped a part of the disclosure. Agent should have followed the script and read it as it is. 3. QPlaza 11/21/2022 8.48 FLORIE MAE SOLDEVILLA 6078102 310016128316 7 37 457 00086143241669047831 J7RD644X Post16CPO DENISE JASMIN CARAIG King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered 3 months trial extension for $2 plus taxes. The agent consolidated the customer's account and used the card on file to process the payment. Agent read the disclosure where the customer provided an affirmative response. Agent sent a one-time text message to refresh the radio and about the streaming where customer understood. End of the call. Coaching Opportunities: -Agent failed to mention the Xtra Channels during offer presentation -Procedures: Agent proactively provided the complete address of the customer. 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. Agent failed to confirm the last 4 digits of the phone number during verification -Disclosure non- compliance- Refresh Radio Disclosure. Agent skipped a part of the disclosure. Agent should have followed the script and read it as it is. 4. QPlaza 11/21/2022 8.98 GRACE ANN JOY HERNANDEZ 6017784 130029189529 6 18 378 00086101841669065517 18663326222 Post16CPO DENISE JASMIN CARAIG King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered a 3-month trial extension for $2 plus taxes but the customer was driving. The agent offered 6 months music and entertainment plan for $30 plus fees and taxes. Agent read the disclosure where the customer provided an affirmative response. Agent provided refresh instruction and about the streaming where customer understood and ended the call. Coaching Opportunities: -Assumptive Close: Agent did not provide any assumptive close after pitching the initial offer. Agent should always make sure to provide an assumptive close right after every offer presentation. -Procedures: Agent proactively provided the complete address of the customer. 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. -Agent could have offered e-bill first instead of invoice immediately -Disclosure non- compliance- Refresh Radio Disclosure. Agent skipped a part of the disclosure. Agent should have followed the script and read it as it is. 5. QPlaza 11/21/2022 10.02 JASMIN CAYE SANTOS 6085818 310016142306 8 16 496 00086006581669079364 WKYM1ECC POST16 ROMINA CIAR King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan but the customer refused and asked to send the details to her email because the car was for her husband. The agent offered 6 months music and entertainment plan for $30 plus fees and taxes. Agent read the disclosure where the customer provided an affirmative response. Agent provided refresh radio disclosure but the customer asked on how to pay where agent provided options. Coaching Opportunities: 6. QPlaza 11/21/2022 9.12 KRISTINE ISON 6017090 310016136686 8 22 502 00086120441669066210 R4QVHAR9 Post16CPO DENISE JASMIN CARAIG King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered 3 months trial extension for $2 plus taxes. The agent obtained the card information through CC Masking. Agent read the disclosure where the customer provided an affirmative response. Agent sent a one-time text message to refresh the radio and about the streaming where customer understood. Agent asked the customer's favorite type of music, provided a channel recommendation and send the customized channel guide. End of the call. Coaching Opportunities: Procedures: Agent only confirmed the street name, city and state of the address. Agent could have asked the customer to verify the house number and zip code. Disclosure non- compliance- Refresh Radio Disclosure. Agent skipped a part of the disclosure. Agent should have followed the script and read it as it is. 7. QPlaza 11/21/2022 11.57 REGINA SY 6020637 310016136118 9 39 579 00086088651669063843 XH2C3Q8E Post16CPO ROSE GLEN YANELA King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered 3 months trial extension for $2 plus taxes. The agent obtained the card information through CC Masking. Agent read the disclosure where the customer provided an affirmative response. Agent provided a refresh instruction and sent a one-time text message about the streaming where customer understood. End of the call. Coaching Opportunities: Procedures: Agent proactively confirmed the complete address and phone number of the customer. 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. Disclosure non- compliance- Refresh Radio Disclosure. Agent failed to read the refresh radio disclosure. 8. QPlaza 11/21/2022 13.20 ROME CHESTER ACCAD 6038107 310016141789 12 37 757 00086124541669077772 657X3DRD Post16CPO JUAN MIGUEL ALVARAN King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered 3 months trial extension for $2 plus taxes. The agent obtained the card information through CC Masking. Agent read the disclosure where the customer provided an affirmative response. Agent provided a refresh instruction and sent a one-time text message about the streaming where customer understood. End of the call. Coaching Opportunities: -Agent failed to mention the Xtra Channels during offer presentation -Assumptive Close: Agent did not provide any assumptive close after pitching the initial offer. Agent should always make sure to provide an assumptive close right after every offer presentation. -Procedures: Agent failed to confirm the last 4 digits of the phone number -Disclosure non- compliance- Refresh Radio Disclosure. Agent failed to read the refresh radio disclosure. 9. QPlaza 11/21/2022 11.93 SHERWIN LANAC 6075162 310016126865 8 57 537 00086014441669042722 80464297756 Post16CPO ROSE GLEN YANELA King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered 3 months trial extension for $2 plus taxes. The agent obtained the card information through CC Masking. Agent read the disclosure where the customer provided an affirmative response. Agent was reading the disclosure for one-time text message but the call got disconnected. Coaching Opportunities: -Agent failed to mention the Xtra Channels during offer presentation -Procedures: Agent proactively confirmed the complete address and phone number of the customer. 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. -Agent failed to provide a rebuttal when the customer objects because of the automatic renewal 10. QPlaza 11/21/2022 8.13 AUGUSTO IBARRA 6052721 310016140317 7 24 444 00086105341669073125 41323993156 Post16CPO MARLON PANGAN King Talavera Call Summary: The agent called and asked how the customer enjoyed the service. The agent offered 3 months trial extension for $2 plus taxes. The agent obtained the card information through CC Masking. Agent read the disclosure where the customer provided an affirmative response. Agent sent a one-time text message to refresh the radio and about the streaming where customer understood. Agent asked the customer's favorite type of music, provided a channel recommendation and send a channel guide. End of the call. Coaching Opportunity: -Agent failed to read the EZ App link disclosure QPlaza 11/21/2022 12.67 JOHN REY PECARDAL 6075876 310016140546 11 23 683 00086116941669073682 6VRJY38B Post16CPO MARLON PANGAN King Talavera Call Summary: The agent called and asked how the customer enjoyed the service where customer said that she loved it. The agent offered 3 months trial extension for $2 plus taxes. The agent used the card on file to process the payment but the payment did not go through. Agent obtain a new card information to process the payment. Agent read the disclosure where the customer provided an affirmative response. Agent informed the customer about the radio refresh and about the streaming where customer understood. End of the call. Coaching Opportunities: -Procedures: Agent failed to ask the customer to verify the zip code of the address -Agent could have offered $5 for 12 instead of 3 for $2 since customer's loved the service. QPlaza 11/21/2022 6.87 MA CATHERINE LHIE LAGUIAB 6046738 310016128156 6 17 377 00086074491669047342 6MK32AMX Post16CPO DENISE JASMIN CARAIG King Talavera *-*-*-*- Unknown 11/21/2022 9.32 DAN VILLANUEVA 6051254 130029193722 8 22 502 00086001231669070729 H7H4R2MZ Post61CPO SHYR BUENAVISTA Pam Caorte Call Summary: The agent called to reactivate the customer's radio for a great offer for $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan. The agent obtained the card information through CC Masking. Agent read the disclosure where the customer provided an affirmative response. Agent provided a one-time text message for refresh and about the streaming where customer understood and ended the call. Coaching Opportunities: -Agent failed to mention the Xtra Channels during offer presentation -Procedures: Agent proactively provided the complete address of the customer. 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. Unknown 11/21/2022 8.15 JAD LEXMAR SULIT 6020069 130029182184 6 55 415 00086051381669055222 B29FQ36C93RL Post61 SHYR BUENAVISTA Pam Caorte Unknown 11/21/2022 9.28 JASON CANDIDO 6034092 130029188945 7 23 443 00086100081669064788 KC3BT3R0 Post61CPO NESTOR SAPON Pam Caorte Call Summary: The agent called to reactivate the customer's radio for a special offer for $4.99/month plus fees and taxes for 12 months that includes free upgrade to platinum plan. The agent obtained the card information through CC Masking. Agent read the disclosure where the customer provided an affirmative response. Agent provided a one-time text message for refresh and about the streaming where customer understood and ended the call. Coaching Opportunities: -Assumptive Close: Agent did not provide any assumptive close after pitching the initial offer. Agent should always make sure to provide an assumptive close right after every offer presentation. -Procedures: Agent failed to verify the last 4 digits of the customer's phone number -Disclosure non- compliance- Refresh Radio Disclosure/ EZ App Link Disclosure. The agent skipped some parts of the disclosures. The agent should follow the script and always read the disclosures as it is. Unknown 11/21/2022 7.77 JONHEL SANTOS 6089169 130029181576 6 55 415 00086052961669054662 NAANL40J Post61CPO DENISE IGNEO Pam Caorte Unknown 11/21/2022 9.72 MARK ANDRIE ALICO 6074995 130029194195 8 36 516 00086109451669071356 51ZDP3HM Post61CPO DENISE IGNEO Pam Caorte Unknown 11/21/2022 8.77 MARK HERO CALANOG 6037064 140014774534 7 56 476 00086043411669040470 Y6ZE5EM2 Post61 SHYR BUENAVISTA Pam Caorte Call Summary: The agent called to reactivate the customer's radio for a great offer for $5/month plus fees and taxes for 12 months that includes free upgrade to platinum plan. The agent consolidated the account since customer wanted to use his card on file. Agent read the disclosure where the customer provided an affirmative response. Agent provided refresh instruction and about the streaming where customer understood and ended the call. Coaching Opportunities: -Agent failed to mention the Xtra Channels during offer presentation -Assumptive Close: Agent did not provide any assumptive close after pitching the initial offer. Agent should always make sure to provide an assumptive close right after every offer presentation. -Procedures: Agent proactively provided the complete address of the customer. 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. Unknown 11/21/2022 10.40 QUEESHA JADE SEJUELA 6060964 130029182140 9 14 554 00086111141669055026 U0Y65EMG Post61 SHYR BUENAVISTA Pam Caorte Unknown 11/21/2022 8.20 REYNAN ARAPAN 6060965 130029171755 7 13 433 00086074891669039623 HB0YEDHV Post61CPO DENISE IGNEO Pam Caorte Unknown 11/21/2022 8.70 RICHARD JAMES RUBIAN 6066253 130029177775 6 40 400 00086046371669050549 50732227601 Post61CPO DENISE IGNEO Pam Caorte Unknown 11/21/2022 7.87 RUEL PALADON 6078080 140014781029 6 41 401 00086138811669080061 QCA5CDR6 Post61CPO DENISE IGNEO Pam Caorte Unknown 11/21/2022 8.32 RUTCHIE SARVIDA 6057786 130029188783 7 29 449 00086002181669064556 PZNT1B01 Post61CPO DENISE IGNEO Pam Caorte Unknown 11/21/2022 6.95 WAWI MANGUBAT 6021029 130029193021 6 8 368 00086040231669070052 KY0K2E4C Post61 SHYR BUENAVISTA Pam Caorte