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Spectrum Script

The document outlines a sales script for Spectrum agents to engage customers currently using AT&T internet services. The script highlights issues with AT&T, such as rising prices and outdated speeds, and presents Spectrum's offer of reduced bills and faster internet speeds. It includes scenarios for both acceptance and rejection of the offer, providing responses to common customer concerns and encouraging them to consider switching to Spectrum.

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muhammadawaiskhan577
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14 views

Spectrum Script

The document outlines a sales script for Spectrum agents to engage customers currently using AT&T internet services. The script highlights issues with AT&T, such as rising prices and outdated speeds, and presents Spectrum's offer of reduced bills and faster internet speeds. It includes scenarios for both acceptance and rejection of the offer, providing responses to common customer concerns and encouraging them to consider switching to Spectrum.

Uploaded by

muhammadawaiskhan577
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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SPECTRUM SCRIPT

Agent: May I speak with the person that manages your internet?

Customer: (Responds)

Agent: Thanks so much for your time! I'm with the Fiber team working in your area for the past
five years, and I just wanted to check—you’re still using AT&T, right?

Customer: Yes.

Agent: Got it! Now, you’ve probably noticed how AT&T keeps raising prices while offering
outdated speeds. A lawsuit just convicted them of stealing customer data, Plus, many
customers have told me their connection slows down during peak hours. That’s been an issue
for you too, right?

Customer: Yes.

Agent: We have a very reliable solution, most of the neighborhood has already shifted but let
me ask you, spectrum will be able to reduce your bill at least 50% while doubling your internet
speed and a free installation. Is it okay if I email you a quotation?

Scenario 1: Customer Says "Yes"

Agent: Great! Just to confirm, how many phone lines are you using?

Customer: (Responds)

Agent: Your total monthly price for your __ phone lines with free local and long distance calling,
20 calling features like call forwarding, blocking, recording, 3-way calling and much more and a
high speed internet of __ mbps with unlimited downloading along with a totally free installation
and 0 equipment cost, your monthly bill after taxes will be only ___. This pricing is locked in and
will not increase;

however, this promotion is only available till end of February. You aren’t going anywhere next
week, are you?

Great, just so you don't miss out on this offer let me have our technicians provide you a
professional installation. Does __ day work for you or would __ day be better? Rest assured, if
you change your mind, just call me. perfect.
Scenario 2: Customer Says "No"

Agent: I totally get it! Just curious—what’s holding you back? Is it the contract, switching
process, or something else?

Customer: (Mentions concern)

Agent: That makes sense. Let me clear up a few things:

1. If you're in a contract, we offer a contract buyout—meaning we’ll cover the cost of


switching.

2. No downtime—we handle everything, so your service won’t be interrupted.

3. You’re currently overpaying for outdated speeds—AT&T is charging you more while
delivering less.

You’re already paying more than you need to—this switch is a simple way to get faster speeds,
lower your bill, and upgrade to fiber.

Since the offer expires soon, why not at least lock in your free quote today? I can email it over,
no obligation.

(If they still decline, thank them and offer a follow-up later.

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