XM&FP QUIZZ (NEGOTIATION)

Can we provide billing and account information without verify the account? 

• NO

• YES

If the client answers the phone, we verified the account properly, what would be the next step? 

• Ask for the full balance

• Offer immediately the Quick link 

• Ask for the past due balance

For XM: If a customer has a full balance off 106.09 US but he/she has the intention to pay other amount less than the past due, what would you do?  

• Recommend paying the past due and advise that services would be immediately restored, also counsel to pay the remaining balance between the next 10 days with the Quick link  

• Refuse to get that amount and advise pay the full balance withing 10 days with the Quick link 

• Take the other amount and advice services would be immediately restored

For XM: What steps do we take to negotiate properly? 

• 1. Ask for the full balance

  2. Ask for the past due 

  3. Offer the Quick pay link 

• 1. Ask for the full balance

  2. Ask for the past due 

  3. Ask for other amount 

• 1. Offer Quick link 

  2. Ask for the Full balance  

  3. Ask for the past due 

What phrase would you use in a call?

• Can you pay the full balance? Or at least the past due? 

• What would be the best method for you to pay it all today? Credit or debit card? 

• How much do you want to pay today?