Untitled Note

11/25/2022 1. QPlaza 11/22/2022 3.75 ANGELA BUSTAMANTE 6090570 120010733096 3 22 202 00086077451669158717 QN9PJ3W4 Post16CPO ROMINA CIAR King Talavera Call Summary: The agent called and asked how the customer enjoyed the service where customer said that he never used it. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus taxes but the customer interrupted and refused. The agent mentioned FABs of the service but the customer was decided not to sign up. End of the call. Coaching Opportunity: -Agent was not ready to take the call. Agent should ensure to provide an opening spiel promptly to avoid customer to say "hello?" more than once. 2. QPlaza 11/22/2022 3.82 ANGELICA CONSUEGRA 6044150 310016152558 3 7 187 00086066451669148036 JNEU6E45 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 offered 3 months trial extension where customer still refused. Agent asked the customer’s favorite type of music where customer said that she's not interested in purchasing anything. Call got disconnected while agent was providing a rebuttal. Coaching Opportunities: -Agent did not strategically asked 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. -Agent failed to mention Xtra Channels during the offer presentation 3. QPlaza 11/22/2022 3.58 CATHERINE QUINONES 6051830 130029207131 3 5 185 00086011581669137081 9EEXK3H4 Post16CPO MARLON PANGAN 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: -Agent failed to mention Xtra Channels during the offer presentation -Agent overtalk when customer was still explaining. Agent should always let the customer finish what they are saying before talking or providing a rebuttal. 4. QPlaza 11/22/2022 2.50 DALE ANGELO GREGORIO 6044152 310016158883 2 12 132 00086007921669160412 H8ZVW2RR Post16CPO DENISE JASMIN 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 taxes but the customer refused. The agent provided a rebuttal but the customer still declined. End of the call. Coaching Opportunities: -Targeted Questions: Agent failed to ask any targeted probing question. Agent could have asked targeted probing questions to properly position the FABs. -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. 5. QPlaza 11/22/2022 3.62 DIANA ROSE GAPATE 6035021 310016160083 3 15 195 00086056241669163048 MTVM630E Post16CPO MARLON PANGAN 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 highlighted the FABs but the customer still declined. End of the call. 6. QPlaza 11/22/2022 2.15 GABRIELLE COLEEN TAN 6078114 310016149866 1 34 94 00086072251669142661 RRT27E83 POST16 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 taxes and highlighted the FABs but the customer refused and disconnected the call. Coaching Opportunity: -Agent failed to mention Xtra Channels during the offer presentation 7. QPlaza 11/22/2022 4.50 IVHAN CHRISTIAN AZUCENA 6044924 310016154928 3 26 206 00086014281669153454 RKGR4EH6 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. Agent provided a rebuttal but the customer still refused the offer. End of the call. Coaching Opportunity: -Agent failed to mention Xtra Channels during the offer presentation 8. QPlaza 11/22/2022 3.12 JANNAH CLAIRE PARDILLA 6086125 120010728480 2 41 161 00086023831669144986 CJWL3E0E 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 don't need the service. Agent transitioned offering the 3 months trial extension of platinum plan for $2 plus taxes and highlighted the FABs but the customer interrupted just to decline the offer. End of the call. NA-Assumptive Close, XTra Channels 9. QPlaza 11/22/2022 3.22 JOCELYN BANIQUED 6090573 120010730776 2 55 175 00086138721669152820 XPY5MA4Z Post16CPO 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. 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 Questions: Agent failed to ask any targeted probing question. She could have asked the customer's favorite type of music to properly position the FABs of the service. 10. QPlaza 11/22/2022 4.00 JOHN HENRY MAYOR 6086121 310016150254 3 30 210 00086121521669143304 R1DM5ERN 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 agent asked the customer’s favorite type of music but the customer still declined the offer. End of the call. . QPlaza 11/22/2022 2.72 LETICIA PERALTA 733460 310016144753 2 22 142 00086067211669131173 74595ERX Ford Pre 10 New ROMINA CIAR King Talavera 11. QPlaza 11/22/2022 3.60 MARY JOY PISUENA 6059914 310016160929 3 16 196 00086096861669165369 BX8WZ349 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 taxes 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. 12. QPlaza 11/22/2022 5.90 SHERWIN LANAC 6075162 310016143645 3 14 194 00086116901669127650 66EZ4DR8 Post16CPO 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 asked how much after the 3 months. Agent informed the customer that it will renew to regular rate where customer refused. The agent offered FDD to the customer but the customer still declined. The agent asked the customer’s favorite type of music but the customer still declined. End of the call. Coaching Opportunities: -Agent failed to mention Xtra Channels during the offer presentation -Agent offered proactively offered FDD to the customer -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. 1. RAI 11/22/2022 4.28 CELSO TORRES 6037065 130029216605 3 45 225 00086146341669147011 12KB6BH5 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 and will talk to her husband first. Agent offered 3 months trial extension of the platinum plan but the customer declined the offer. 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 right after every offer presentation. -Agent provided ineffective rebuttal. He could have used the suggested response verbiage for specific objection. 2. RAI 11/22/2022 6.48 GERON CORDIAL 6056995 130029205539 3 47 227 00086011381669135095 TAUM5EMY 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. End of the call. 3. RAI 11/22/2022 1.83 JASON CANDIDO 6034092 130029225372 1 31 91 00086086681669161197 82099138756 Post61CPO 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 but the customer refused. Agent asked the customer's favorite type of music where customer said that he used his Spotify. Agent provided a rebuttal but the customer interrupted and declined the offer. 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 right after every offer presentation. -Agent failed to include free upgrade to platinum plan, stitcher and verbiage "you can call to make changes or cancel at any time" during offer presentation. -Agent failed to mention Xtra Channels 4. RAI 11/22/2022 3.17 MARK DARYLLE SIBLERO 6078086 130029223995 2 43 163 00086021221669158514 70613595356 Post61CPO DENISE IGNEO Pam Caorte 5. RAI 11/22/2022 2.75 MARK HERO CALANOG 6037064 140014784376 2 26 146 00086092651669143249 QJ0Q5EMY Post61 SHYR BUENAVISTA Pam Caorte 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, highlighted the FABs 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. 6. RAI 11/22/2022 4.35 MARY VINELLE VALDEZ 6066256 140014787758 4 1 241 00086126501669160811 WEKVNDM7 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 and offered 3 months trial extension of the platinum plan but the customer declined the offer. End of the call. Coaching Point: -Customer provided her first name onset of the call however agent should confirm both first and last name of the customer to ensure that we're talking to right person. (customer mentioned her name before the agent provided an opening spiel. agent did not ask the full name of the customer. ) 7. RAI 11/22/2022 3.28 RICHARD ORTEGA 6053594 130029220235 2 54 174 00086054931669154151 5RV4T2MH 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 declined the offer and disconnected the call. 8. RAI 11/22/2022 2.68 RUTCHIE SARVIDA 6057786 130029220752 2 30 150 00086074521669154841 69603372355 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 highlighting the FABs but the customer declined the offer. End of the call. 1. Martinsville 11/22/2022 4.30 CAROLE BOWEN 571083 320011438934 3 42 222 00086148181669147015 B2497E8B Pre70CPO Early CHELSEA DOWELL Wilbert Teamer Call Summary: Agent called to congratulate the customer about the new vehicle, explained the free trial inclusion but the customer asked for a call back because she's at work. Agent provided a rebuttal and offered 3 months trial extension for $2 plus tax but the customer refused because she's not using the radio. Agent asked probing question, highlighted the FABs and provided a rebuttal but the customer still refused the offer. End of the call. 2. Martinsville 11/22/2022 3.65 DESAREE BURNLEY 6031359 100033073915 3 22 202 00086122721669160798 PJZJ7E48 Ford Pre 70 New CHELSEA DOWELL Wilbert Teamer Call Summary: Agent called to congratulate the customer about the new vehicle, explained the free trial inclusion and asked if he listened to it yet. Agent highlighted the FABs and offered 3 months trial extension but the customer refused. Agent highlighted FABS and provided a rebuttal but the customer still declined the offer. End of the call.