Page 33 - Demo

13. I’ve had issues with DTV in the past: How did you get us online? Over the phone? Since we have joined up with Costco we did a full 180, we let people go, we are rated #1 in customer service now. Do you like the picture quality you see here? And that is what we are going to give you.
Rebuttals (Continued)
Objectives: Always answer with a positive response using your see factors. Do
not be defensive.
14.2 year contract- “Well the best part about ours is, it’s the most flexible. The reason being we are nationwide so if you happen to move, we will move with you and re-install you for free! If you and your family go on vacation or if something comes up, you can put your account on hold up to 6 months! Last but not least, this your fixed rate. You won’t see your bill changing from month to month.”
15.Weather problems- “Well to be honest, that used to be an issue in the past, but just like all technology, our dish has been updated so it is now 99.9% signal reliable.”
16.Do I need a satellite? - “Absolutely, that’s what gives you the straight signal from your house. Now let me ask you, have you ever experienced pixilation freezing and getting fuzzy? That’s because all your neighbors’ are feeding off one dish. So we give you the source at your house so you won’t have to share with anyone.”
17.I don’t want to give my social- “I completely understand how you feel, its standard procedure with DirecTV for your own security so nobody has access to your account but you. However, the credit check is necessary in order for the equipment to be free.”
18.I need to speak with my spouse/roommate- (to avoid this hard- qualify in
the channel line up) “are they in the store or a phone call away? I wouldn’t want you to miss out on what Costco is offering. This is what I can do, I can write everything in black and white and
give you a listing of all of your channels. By paying the $1 it does not commit you to anything. That way if she likes it you locked everything in for $1 and she if she doesn’t you still get your $1 back. Plus I will be your main representative, so if you have any questions you will talk to me directly. Do you have your I.D.?
19.I want to check my bill- “Oh, no worries, I understand. Here is the number, why don’t you give them a call and find out exactly what you’re paying.”
20.Do I need a box on every single TV?- “Yes, because DirecTV wants their customers to be 100% digital, so you get all the channels that you are paying for.” (or give them the option of mirroring)
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