| Deliver The Promise | Rephrase That (Dropped Call Issue) | Pass or Fail |
|---|---|---|
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Name all 4 of the "super powers" in the DTP model.
Connect, Discover, Resolve, Close
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I would be more than happy to help you with that!
I would be more than happy to "help you with your dropped call issue."
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Ya, since you only bought the 8GB iPhone it wont have much storage for your pictures, and you cant use an SD card either.
Fail: Give solutions! (iCloud) Give benefits (They had options of phones and chose a great price point)
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How many planks are their total in the DTP model?
12
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We should be able to get that dropped call issue taken care of right away!
We will be able to get that dropped call issue taken care of right away!
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Now that we got those numbers blocked, you definitely wont be getting those annoying phone calls at 3 am. Is there anything else I can do for you? Thanks again for calling and have a great day.
Fail: Did not share information to help in future.
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A proper connection requires you to acknowledge what two things?
Emotion and Situation
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Alright, well thanks for all that information, lets see what we can do!
Alright, well thanks for all that information, lets start getting this "specific issue" fixed.
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The next step in our troubleshooting will be to delete some apps so I will walk you through that. Go to settings, applications.......
Fail: Missed the explanation of WHY we are deleting apps.
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What does it mean to gain agreement from a customer?
Confirm that the customer is good to move forward with the solution.
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The towers are all east of your house, so that is probably your best bet for service inside your home.
The towers are all east of your house, so that is going to be the best area in your home for service.
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I can tell you're frustrated and I understand why. The good news is you are definitely talking to the right person to get this fixed today. When did this start happening?
Fail: No transfer
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This often forgotten element of the resolve phase describes how the solution you recommend specifically meets the customers needs.
Explain what's good about it.
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I would like to transfer you to technical support, would you mind a short two minute hold while I get them on the line?
I would like to transfer you to technical support so they can do some more advanced steps with you to get this issue resolved, would you mind a short two minute hold while I get them on the line?
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The building I work in doesn't have WiFi either, so I can relate to the need of a higher data allowance.
Fail: Why lie? Integrity is at the core of who we are.
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