Sofskill - Tele-calling Vivo Free ES services & V19 Pre-book

Before starting Conversation use opening line "Good morning Sir/Ma’am, am I _________ to <customer’s name> Sir/Ma’am, I am ________ from _____ Brand Experience Store/Franchise Store in <Store name/Locality>

• speaking; <Caller name>; Vivo

• Telling; VBA; Vivo

We are calling you, because we have ___________ our ___________ smartphone, available at all Brand ______.

• Sold; Latest Vivo; Market

• Launched; New Mobile; Market

• Launched; Latest Vivo; Store

• All of these.

Before Starting the conversation, do we need to greet the customer in a very Polite voice tone.

• True

• False

• Don't Know

• No Need to Greet

If customer allows you to talk and shares suitable time, what is the statement you should use first?

• Sir, The time is over for calling i will call you Later.

• “Sir/Ma'am, let me quickly tell you about Vivo V19 latest launch from Vivo.”

• Sir/Ma'am, Have you Heard about Latest Vivo V19 smartphone?

• Sir/Ma'am, why don't you check on website about Vivo V19?

(Multi choice answer) If Customer is busy and request you to call back, You should ask:

• “When would be right time to call you back?”

• Sir, I will call you after 2 minutes.

• Sir/Ma'am, Will it be OK if I call you Post-Lunch?

• Sir, Now you call me when you'll be free'

• “Thank you for your time, we will call you back <given date/time> Have a good day.”

(Multi Choice Answer) If customer says he is not interested to buy new Smartphone or Already Purchased, You should say:

• Thank you Sir/Ma'am, i will never call you again.

• “Not a problem sir, would you like to share your feedback with us.” <wait for response>

• “Thank you for your time, have a good day.”

• Disconnect call quickly.

Call Guideline- Call duration must be:

• More or Equal to 03 Minutes

• minimum 01 Hour

• Depend on Network plan

• None of the above

(Multi choice Answer) Call Guideline- More important to follow:

• Force to visit the store

• •Start the conversation with Greeting. A smile is contagious, even on a call.

• Always be honest.

• Focus on politely driving customer to the store for “product experience”

Vivo Free Exclusive Services Spiel: When to pitch Vivo ES services?

• How soon customer enters at the store.

• Once customer Finalized the device and ask for the billing.

• If customer asks about the services.

• No need to tell about the services.

Vivo Free Exclusive Services Spiel: While telling customers about all these services:

• Tell Customers: you can get these services completely free only at exclusive stores.

• Tell Customers: you can get these services on a very normal fee at all of the stores.

• Both of these.

• None of these.