TELCO Sales Mock Call Sample - Short Version

Summary

This mock call script demonstrates a sales interaction where a telecom representative, Candace, engages with Vanessa Roberts about her current internet service. Candace explains the benefits of upgrading to a fiber plan for faster speeds, particularly for 4K streaming. After a discussion on pricing and the service's value, Vanessa agrees to the plan, clarifying her concerns about costs. The call ends with a successful sign-up and reassurance about the smooth transition to the new service. The script showcases effective sales tactics, addressing objections, and providing clear, persuasive information.

Takeaways

• 😀 The call begins with Candace introducing herself from Christian Telecom and confirming Vanessa's eligibility for fiber connection service based on her address.
• 😀 Vanessa initially expresses satisfaction with her current internet provider but is open to learning more about the fiber plans offered by Christian Telecom.
• 😀 Candace asks about Vanessa's current internet speed and usage habits, identifying that Vanessa experiences lag when streaming 4K videos.
• 😀 The reason for the lagging is explained by Candace: Vanessa's current download speed of 8.19 Mbps is too low for smooth 4K streaming, which requires at least 25 Mbps.
• 😀 Candace tests Vanessa's internet speed, confirming that the current connection is insufficient for 4K video streaming.
• 😀 Candace presents the option of upgrading to a much faster fiber connection with speeds up to 800 Mbps for $50/month, but Vanessa finds it too expensive.
• 😀 Candace offers a more affordable option: 100 Mbps for $25/month with no installation fee, which would be sufficient for 4K streaming.
• 😀 Vanessa needs to discuss the offer with her husband before making a decision and requests a call back later in the evening.
• 😀 Candace follows up in the evening, confirming the pricing details and ensuring there are no hidden fees after the promotional period.
• 😀 Vanessa agrees to the offer, completes the sign-up process online, and Candace walks her through the steps to finalize the order, ensuring the service will continue without interruption until the new router arrives.

Q & A

What is the purpose of Candace's initial call to Vanessa?

Candace's initial call to Vanessa is to inform her about the availability of fiber plans from Christian Telecom, based on a form Vanessa filled out on their website.

How does Vanessa feel about switching providers during the initial call?

Vanessa is not actively looking to switch providers, as she is happy with her current provider but is curious about whether her location is eligible for fiber service.

Why does Candace suggest testing Vanessa's internet speed?

Candace suggests testing Vanessa's internet speed because Vanessa experiences lag when streaming 4K videos, which could be caused by insufficient download speeds.

What speed does Vanessa's current internet connection provide?

Vanessa's current internet connection provides a download speed of 8.19 Mbps and an upload speed of 17.43 Mbps.

Why is 8.19 Mbps insufficient for streaming 4K videos?

8.19 Mbps is insufficient for streaming 4K videos because 4K requires at least 25 Mbps for smooth playback without lag.

What alternative does Candace offer to improve Vanessa's streaming experience?

Candace offers a plan with a download speed of 100 Mbps for $25 per month, which is much faster than Vanessa's current connection and should eliminate the lag while streaming 4K videos.

What is the price comparison between the proposed plan and Vanessa's current plan?

Vanessa currently pays about $33 per month for her internet service. The proposed plan costs $25 per month, which is both cheaper and faster.

What specific benefit does Candace highlight about the 100 Mbps plan?

Candace highlights that the 100 Mbps plan is 12 times faster than Vanessa's current download speed and should provide smooth 4K streaming, all at a cheaper price than what Vanessa currently pays.

What does Vanessa need to do before proceeding with the new internet plan?

Vanessa needs to discuss the offer with her husband before making a decision, and she also requests Candace to call her back later in the evening.

How does Candace follow up after Vanessa agrees to the 100 Mbps plan?

Candace follows up by confirming the plan details, sending a sign-up link to Vanessa's email, and guiding her through the steps to complete the order.