1.

Connect
GOAL: Gather customer information and screen for sales calls DO: Open new Ninjato ticket DON'T: Don't introduce price or XSS as paid service until AFTER you've identified need and plan recommendation Hello and thank you for calling Xfinity Signature Support. My name is Jennybeth. May I begin by asking for your phone number and first and last name associated with your Comcast account please? Verify 3 pieces of customer information in Grand Slam and review modem status While Im looking up your account can you tell me if you called in directly or if you were transferred? If customer asks why youre asking about how they were connected to us, say This information will help me ensure that you receive the most efficient and fastest service available. If customer was transferred, you may want to ask if they recall the department they were transferred from. This may help you determine if they are in the right place or not. Pause and await answer.

1a. Customer is Frustrated/Angry

GOAL: Determine whether or not to proceed with call DO: Maintain positive attitude. Be human. DON'T: Lose your cool

I do understand your frustration, Id be frustrated too. If you give me a moment or two, I believe I can help you resolve your problem today. Is that ok? Pause. Be silent while the customer explains how they want to proceed I know you may have already explained this to someone else, but can you please tell me what the problem is so that I can make sure it gets handled correctly this time?

1b. Unfortunately We Cant Help

GOAL: Get the customer to the right department as quickly as possible DO: Ask permission to transfer the call DON'T: Dump the call without customer knowing when and where they are being transferred to

Im very sorry that youve been transferred to me, unfortunately, Xfinity Signature Support doesnt cover the issue youre facing. I understand it can be frustrating, would you please hold while I transfer you to the right department?

1c. Misdirect Attempt Protection Plan Sale

GOAL: Sell Protection Plan to qualified misdirects

DO: Review demarcation for services we can provide

Im very sorry it sounds like your call was routed to my department in error. Youre calling about your <TV, Computer>, right? Before I get you to the correct group did you know you can actually insure that <TV, Computer>? Im sure you paid a lot for it and it would be difficult to spend more money to replace it. We have two affordable plans to chose from that help protect your flat panel TVs, desktop computers, laptops, netbooks, tablets and home phones. Plus, coverage for your inside cable, internet, and home phone wiring. We can add this protection for you now and youll get all the information about the service in the mail. Lets get this started then Ill direct you to the correct department. Pause and await customer response. PROTECTION PLAN DETAILS

XSS Protection Plan Details

XSS Protection Plans New, innovative approach to extended warranties. Now you can cover MULTIPLE computers and flat-panel TVs under ONE simple plan for protection against unexpected damage and repair costs. Computer Protection Plus $9.95 Get affordable protection for your desktop computers, laptops, netbooks and tablets. Plus, coverage for your inside cable, Internet and home phone wiring. Warranty Protection: One warranty for both new and existing devices Covers most Apple and Windows-based computers, laptops, netbooks and tablets, including keyboards, mice, monitors, modems and owned routers Protects against manufacturer defects, normal wear & tear, and power surges Protection for as long as you subscribe Coverage automatically applies to new equipment No annual contracts Cancel anytime No product registrations or original receipts required Repairs done in your home or at an expert care facility with shipping included Service Protection: Coverage for your inside cable, Internet and home phone wiring Protection from costly service and repair charges If we cant fix it, well replace it! Complete Protection $19.95 Get affordable protection for your flat-panel TVs, desktop computers, laptops, netbooks, tablets and home phones. Plus, coverage for your inside cable, Internet and home phone wiring. Warranty Protection: One warranty for both new and existing devices Covers LCD, Plasma and LED flat-panel TVs Covers most Apple and Windows-based computers, laptops, netbooks and tablets, including keyboards, mice, monitors, modems and owned routers Covers one and two-line corded and cordless home phones and caller ID units used with XFINITY Voice Protects against manufacturer defects, normal wear & tear, and power surges Protection for as long as you subscribe Coverage automatically applies to new equipment No annual contracts Cancel anytime No product registrations or original receipts required

 Repairs done in your home or at an expert care facility with shipping included Service Protection: Coverage for your inside cable, Internet and home phone wiring Protection from costly service and repair charges If we cant fix it, well replace it! Coverage Limits: $89 service fee per claim $3,000 aggregate claim limit per year for computer plan; $5,000 for triple play plan Preexisting conditions not covered Replacement equipment or parts may be new or refurbished with the same or comparable model

1d. Misdirect No Protection Plan Sale

GOAL: Get the customer to the right department as quickly as possible DO: Ask permission to transfer the call DON'T: Dump the call without customer knowing when and where they are being transferred to

Ok, so you are now aware of our Protection Plans and if you would like to reconsider you can call back anytime and wed be happy to sign you up. Ill transfer you to the correct department right away.

1e. Existing XSS Customer Attempt PP Sale

GOAL: Search in Grand Slam for account DO: Listen to the customer's problem Sell PP if possible before warm transferring to technician

I do see your account here and thank you for choosing Xfinity Signature Support. While I arrange to transfer you to your technician, Id like to take minute to talk to you about our protection plans that can protect your computer(s) and Flat Panel TV(s) from unexpectedand costly damage. We offer simple plans and a low monthly payment. Do you have any equipment you would be interested in insuring? Await customer answer PROTECTION PLAN DETAILS

1f. Existing XSS Customer Interested in PP

Great, how many PCs and Flat Panel TVs do you have? Await customer answer Thanks for that information, we have 2 plans to choose from and based on what you told me the best fit is <Choose best plan>. These plans protect you from unexpected repair costs in case of manufacturer defects, wear and tear and power surges. And the best part is that you can cover MULTIPLE devices old and new under ONE plan and theres no annual service contracts. You can start receiving this service right away upon payment, would you like to proceed? PROTECTION PLAN DETAILS

GOAL: Explain product and highlight key selling points DO: Make sure customer understands the ability to protect MULTIPLE computers, tablets, and TVs under ONE plan and NO annual contracts START A NEW CALL

1g. Existing XSS Customer Close PP Sale

Thats great, so let me just re-confirm the details. Youre looking to add the protection plan for ___________ at $_______/month, is that correct? Wait for customer confirmation Thank you very much for adding the Protection Plan service. Were sure youll be very happy with the coverage. Ill process the order now and then transfer you to a technician to handle your original reason for calling. Have a great day and thank you for choosing Xfinity Signature Support.

1h. Existing XSS Customer No PP Sale

Ok, so you are now aware of our Protection Plans and if you would like to reconsider you can call back anytime and wed be happy to sign you up. Ill transfer you to your technician right away. START A NEW CALL DO: Transfer to a technician, complete ticket

2. Explore
GOAL: Set clear expectations of call with customer, begin the sales call DO: Assume most customers are not familiar with XSS, take notes, begin to plan pitch approach, be empathetic and build rapport DON'T: Presume you know their problem

Thank you for that information. Now, can you briefly explain what sort of problems youre having today? Listen and empathize. If customer has been Misdirected, use Go To button below. If not, proceed below: Ok, I understand. Heres what well do Ill explain a little bit about our services then we can dig deeper into your problem and find the right solutions package for you. Brief Pause

Xfinity Signature Support is your Fee-Based, Expanded Technical Support that can help youright now with all the things you can connect to your Xfinity Internet service. Best of all, our expert North American technicians fix your problem while you sit in the comfort of your home. First, Ill start by reviewing your account and then well dig deeper into your issue. Ok? At this time customers may continue to describe their need/pain, do not interrupt, listen carefully If customer is ready, click Next below to move on to Assess the Customers Problem

2a. Assess the Customers Problem

GOAL: Accurately assess problem and prepare to recommend DO: Ask customer about issue they're having, note responses in Qualifying form, use Qualifying form questions to complete the assessment

If the customers explanation is not clear or to note the customers previous answers, use the Qualifying Form. Only ask the questions below that you dont yet know the answer to from your discussion so far: 1. What type of primary problem is the customer having? o Router/Network issue o Computer is slow o o o Email issue Suspected Virus Other

2. Have you noticed anything strange like pop-ups, running slow, trouble navigating the web, random reboot requests, anything that just seems not right? 3. Is the computer Windows or a Macintosh? o Windows 7 o Vista o XP o Mac (10.5 or higher) 4. Can the customer check their email or get to www.google.com? o Yes o No 5. Do you have other desktops, laptops, tablets, smartphones, video games in the home? Are they currently connected to the network and working? 6. What type of Personal Tech Support Solution did the customer purchase? o Maintenance and Networking o Wireless Networking o Computer Maintenance o Wireless Networking and Computer Performance o Complete Home o Help Desk o One Time Incident

3. Advocate

Thank you for that information. Let me recap what you shared with me to make sure I completely understand the issue youre facing. Am I correct in saying that <state your best understanding of the customers key need(s)>? Regardless of the solution youll be offering, begin by saying Based on what weve discussed, Id strongly recommend <solution name>. Im confident this service will help solve your problem <today/tonight>. Let me tell you how it works

GOAL: Demonstrate your confidence and empathy when making your plan recommendation DO: State firmly that we can help the customer

3a. ISVR or Complete Home

If a BOT (Constant Guard) Call start here first, then come back to ISR or Complete Home Pitch We have 2 different solutions for you to choose from. The first is our one-time, Internet Security and Virus Removal Service. We refer to this service as a Diagnose and Fix-It-All service that will correct almost any issues related to viruses, software conflicts, software corruption, or any combination of these problems. We will also repair any damage done to your computer by these threats then on the way out of your computer, we will do an in-depth tune up and optimization of your computer so everything works fast and the way its supposed to. The second option is our multi-computer, ongoing support plan called the Complete Home subscription. What this service includes is live tech support, 24/7/365 days a year for up to 4 computers. We provide support for anything from, viruses, slow computers, pop ups, tune-ups, in fact, everything we do with the first service, but we do it anytime you need it for 4 computers, not just 1. Plus we connect and maintain your home network and everything that can connect to it like TVs, smartphones, printers, game systems, cameras, and more, and were always just a phone call away. As far as pricing, the one computer, one time service is $129.95 The Complete Home Service is only $19.95 per month with a one-time enrollment of $79.00, for a total today of only $98.95. Which service would like to get started with? If customer says no to CoHo I do understand but if I may, lets look at this as what it is; an investment in time and your peace of mind. At only $19.95 per month your cost would break down to less than 66 cents a day, or less that $240 over the course of a year.

The problem we are going to fix today would cost you almost that much for a one-time service so imagine needing help even one more time in a year, the cost to you can be quite high. Also, consider the time youll have to take out of your life to take the computer somewhere, drop it off, wait, then go pick it back up. We save you the time you would waste and give you peace of mind by knowing that expert help is only a phone call away. Lets go ahead and fix whats wrong today, give you a little peace of mind, and let you get on with your day, alright!

3b. Wireless Networking and Computer Performance

Mr.(s) Customer, I have two different options that can solve your issue, The first option is a one-time fix for $79.95 where our technician will remotely connect to your computer and get the wireless back up and running securely. The second option that most of my customers prefer is the Wireless Networking and Computer Performance This is an affordable subscription that has our technician remotely connect to your computer to properly set up, secure, and resolve your wireless network issue today as well as assist you in maintaining it on an on-going 247 basis. With this package well install a program that continuously fine-tunes settings to make sure your system runs efficiently as well as provide 5 live assisted tune-ups each year. Normally just one tune-up retails for $49.95. This option is only $9.95 per month with a one-time enrollment fee of $39. I can get this started today and get you over to a technician in minutes. Which option do you prefer, the one-time fix or Wireless Networking and Computer Performance?

If customer asks about having the service done Onsite or as a 1x service If customer objects and you cannot resolve, try last attempt for Wireless Networking Subscription (No Computer Maintenance) If customer still objects and you cannot resolve, try last attempt for Wireless Network Fix

3c. Wireless Network Setup (Remote or Onsite)

Our Wireless Networking Setup will make sure your network is set up securely so that you are protected from hackers and able to stop anyone from trying to use your network without your permission. We also connect up to 5 (4 can be PCs) networkable devices the right way so you can enjoy your home network the way you are supposed to be able to enjoy it. You have the option of having it done by one of technicians who will go to your home for only $99.95. Or, we can do it remotely while you sit in the comfort of your home for only $79.95. Which would you prefer? If asked, we offer a 14 day guarantee on the work we do.

3d. Computer Tune-Up

Our World-class Tune-Up service will help ensure your PC is safe, secure, and running the way its supposed to. Our technicians will test your system, configure your settings to automatically download and install system updates, set up regular defragmenting of your hard drive, check and enable your security settings, and before were done, well remove any unwanted programs and trialware that can affect performance. After were done, the performance and security of your computer will ensure a fast and reliable experience for you at a very affordable price. We can definitely take care of this for you today and youll have 24/7 tech support available to you if something similar happens in the future. Allow the customer time to respond, they may ask clarifying questions and/or ask for pricing before saying yes or no If asked any clarifying question, quickly address the issue and return to asking for the sale and move to pricing statement If asked about price or if it is time to present price There is a one-time only charge of just $49.95 to have your PC tuned up by an expert technician. How does that sound to you?

3e. Help Desk

Our Help Desk Service is an in-depth computer diagnostic service to troubleshoot and repair basic, problems (Basic means repairing or restoring basic computer settings, not repairing a malfunctioning system) on your PC or Mac, or we can provide up to 20 minutes of training from our world-class technicians in almost any area of your computer and its use. That 20 minute training could cover the basic functions of your computer, a peripheral device, your Smartphone, or in relation to standard software, Internet browsing, email and attachments, or your Microsoft Office applications. Allow me to make it clear that this is not a repair service, but we will take the mystery out of what is wrong or what you are trying to do. We can definitely take care of this for you today and youll have 24/7 tech support available to you if something similar happens in the future. Allow the customer time to respond, they may ask clarifying questions and/or ask for pricing before saying yes or no If asked any clarifying question, quickly address the issue and return to asking for the sale and move to pricing statement If asked about price or if it is time to present price There is a one-time only charge of just $49.95 to receive the in-depth diagnostics or the training, depending on what you prefer. How does that sound to you?

3f. Onsite Services

Wireless Network Setup Our Wireless Networking Setup will make sure your network is set up securely so that you are protected from hackers and able to stop anyone from trying to use your network without your permission.

Remote Service: $79.95 On-Site Service: $99.95

New Computer Setup We will set up your computer, PC or MAC, so it runs right and fast with none of those trial programs they always load up on new computers that slow you down. We also make sure to install your security software installed correctly so you are protected from most web-based threats. Remote Service: $49.95 On-Site Service: $149.95

Peripheral Setup We will set up a single peripheral device like a printer or scanner to your system so it runs correctly and smoothly within your system. Remote Service: $49.95 On-Site Service: $149.95

Software Installation We will set up a single software program on your computer so it runs correctly and smoothly within your system. Remote Service: Not Available On-Site Service: $149.95

RAM/Memory Installation We will come out to you and upgrade the memory on your computer so it runs faster and lets you use more of the demanding games and programs available to you. Remote Service: Not Available On-Site Service: $149.95

Hard Drive Installation We will come out to you and upgrade or replace the hard drive on your computer so it runs faster, lets you store more data, and runs more efficiently. You will be able to save more data like pictures, movies, and music as well as be able to use more of the demanding games and programs available to you. (Customer must provide the hard drive) Remote Service: Not Available On-Site Service: $149.95

3g. Wireless Networking (No Computer Performance)

<Mr.(s) Customer>, I completely understand your concerns and realize you want this wireless issue resolved. An option we havent yet discussed is removing the maintenance portion of the wireless networking subscription. This alternative reduces the monthly investment to $5.95 per month, with a one-time $39 enrollment fee.

We would be removing the 5 PC tune-ups per year, however, this plan will resolve your current wireless networking issue. Would you like me to get that option set up for you?

4. Affirm
Thats great. Alright, lets reconfirm everything Were doing a/the <chosen solution>. Your total cost today will be only <$____>which includes the onetime <$___> enrollment fee. If billed in Ninjato and tax is applicable, make sure you state the total with tax For Subscriptions Your ongoing monthly charge will be only <$____> and you can keep the service for as long as you want it or need it. Add a statement to the ticket notes that they accepted the charges Rebuild value by reminding the customer the scope of support they are receiving with their XSS subscription Complete Home Subscription Now remember, with your Complete Home Subscription, not only are we going to address these issues today, but you also get on-going 24/7 support for all your in-home technology needs including virus removals, tune-up and optimization, wireless networking, email configuration and other software related support. Need help on Sunday at Midnight? Give us a call, ok? Maintenance and Networking Subscription Now remember, with your Maintenance and Networking Subscription, not only are we going to address these issues today, but you also get on-going 24/7 support for your wireless network, and 5 live-assisted tune-ups a year, plus our EasySupport monitoring software. Need help connecting a new computer, kindle or wireless printer? Need help on Sunday at Midnight.Give us a call, ok? Wireless Networking Subscription Now remember, with your Wireless Networking Subscription, not only are we going to address these issues today, but you also get on-going 24/7 support for your wireless network. Need help connecting a new computer, kindle or wireless printer? It also includes configuring file and print sharing so you can share media with all the computers in your home. Need help on Sunday at MidnightJust give us a call, ok? Now, do you have a piece of paper and something to write with handy, I want to give you your ticket and direct call-in number in case you ever need it. Wait for them to let you know they are ready If appropriate, pitch Protection Plan add-on Excellent, and before I forget, Id like to take minute to talk to you about our protection plans that can insure your Computer and Flat Screen TVs from unexpected and costly damage. We offer simple plans and a low monthly payment . Would you like to insure any of your Computers or Flat Screen TVs? If customer is interested in PP

If customer not interested in PP Ok, before I transfer you to your technician, please write down your ticket number. That number is <ticket number>, and your technicians direct phone number is 1-877-480-1344. Please save both for future reference. When you call for service, dont call our main number, instead call your technician directly! Ill go ahead and connect you to your technician now. If the technician doesnt pick up right away, after a few minutes youll have the option to leave your number so you wont have to wait on the phone and a technician will call you when it is your turn, OK? Please hold and again, Thank you for choosing Xfinity Signature Support! Once call has transferred, Do Not Close, Simply X the ticket (X Next to ticket #) and the Tech will take it over on transfer Complete ALL your Paperwork before taking the next call Do Not Save Anything for Later START A NEW CALL

4a. Definite No Sale

I understand and thanks for allowing me to speak with you today. Please dont hesitate to call back if you change your mind since we are open 24/7. Thanks again for calling Xfinity Signature Support and have a great day, goodbye. START A NEW CALL

DO: Maintain your professional and courteous tone DO NOT hang up on the customer - allow them to reply, you may need to refer to objection handlers

5a. Doesnt want to pay

<Sir/Maam>, I know its frustrating but because the work that needs to be done involves your personal settings and equipment, there is no one size fits all solution. An expert technician has to connect to your system to sort out what is wrong in order to be able to fix it. Our technician will solve your issues quickly and give you peace of mind. If you would like, you can visit the Xfinity website or search the internet for free help. I would suggest that your best option to solve your issue quickly is to sign up for Xfinity Signature Support today. If the customer begins to push back or make comments

If there are any more questions you have I would be happy to answer them but I must say that the only and best resolution to solve this issue today is the program I mentioned earlier. Plus not only will we fix your issue today you will get the 5 live assisted PC tune ups from our technicians which you can use anytime 24/7 so lets go ahead and take care of this now. If no I understand and I thank you for allowing me to speak with you today and thank you calling Xfinity Signature Support, please do not hesitate to call back if you change your mind. Have a great day, goodbye.

GOAL: Demonstrate that you are committed to helping the customer and finding the right plan for them DO: Focus discussion on the breadth of our support services vs price DON'T: Dont assume initial objection = no-sale opportunity

5b. Comparing XSS to other services

<Sir/Maam>, I understand your frustration. These issues can be so time consuming and confusing, but no other service will cover what we will today. This is not a service where you have to take your PC out to a local tech shop and leave it there for a few days. Were going to take care of you right now and will have you up and running today. So lets get you set up with that ticket number, we can get you over to a technician, and then we will have you all fixed up. Can I please go ahead and get the email address so we can get this started? If customer is still reluctant We want to be able to provide you with fast, convenient support that can immediately resolve your issue via 24/7 live remote support and provide you with on-going access to our expert technicians. As a last ditch effort, you may consider using the cancellation policy. Do not position the cancellation policy as a selling point early in the process, but if facing resistance you can consider adding: If youre still undecided, Id like to remind you that all of our Xfinity Signature Support plans come with no annual contracts or service commitments. Plus we offer our 30 day money-back guarantee if you are not completely satisfied with the service you receive. So lets take care of this today. What is your current email address?

GOAL: Demonstrate that you are committed to helping the customer and finding the right plan for them DO: Focus on convenience and hassle-free aspect of remote support to demonstrate value and how XSS is different than other services

DON'T: Dont assume initial objection = no-sale opportunity