The Art of Creating a Value

What are the best methods for navigating the Offers space in C2?

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Adam has contacted T-Mobile because the bill is higher than usual due to international calls.

How would an offer prevent this customer from possibly canceling?

• The customer will find value in the services T-Mobile offers.

• It will cost the customer more each month, but they'll know what to expect.

• It will save the customer money in the long run.

A common type of customer to contact us is the indecisive or hesitant customer:

Unsure

Confused

Scared

Sticker shocked

What is a key behavior you should utilize when transitioning to an offer with this type of customer?

• Share the passion with a brand

• Confident with the latest offers to use as leverage for a discount

• Make a recommendation

A common type of customer to contact us is the bandwagon customer:

Knows what they want

Loyal to a brand

Knowledgeable of products

Looking for an expert in particular operating systems

What is a key behavior you should utilize when transitioning to an offer with this type of customer?

• Share their passion with the brand

• Make a recommendation

• Confident with the latest offers to use as leverage for a discount

A common type of customer to contact us is the competitive savvy customer:

Knowledgeable of products we and our competitors offer

Tech-savvy

Negotiator

Hesitant

What is a key behavior you should utilize when transitioning to an offer with this type of customer?

• Utilize tools and resources

• Be frank and upfront

• Recommend products and services

• Leverage the value of T-Mobile

Why are probing questions important?

• Give a glimpse of what the customer is experiencing.

• Provide insight into what the customer is not directly saying.

• Allow us to get to the bottom of the what the customer wants.

A common type of customer to contact us is the non-talkative customer:

Unsure

Possibly lacks product knowledge

Hesitant

Not outgoing

What is a key behavior you should utilize when transitioning to an offer with this type of customer?

• Recommend products and services

• Leverage the value of T-Mobile

• Be frank and upfront

• Utilize tools and resources

What behaviors would you perform to have a successful transition into an offer?

• List a benefit of the offer.

• Acknowledge the customer.

• Celebrate if they qualify.

• Encourage the customer to take the offer.

Why is it important to listen for customer cues?

• Provide insight into what the customer is not directly saying.

• Allow us to get to the bottom of the what the customer wants.

• Give a glimpse of what the customer is experiencing.

A common type of customer to contact us is the distrusting customer:

Feels like they are just another number

Thinks the company is only concerned about money

Unsure

Little or no technical knowledge

What is a key behavior you should utilize when transitioning to an offer with this type of customer?

• Be frank and upfront

• Utilize tools and resources

• Recommend products and services

• Leverage the value of T-Mobile