This response sounds too desperate and competitive. While you mentioned the customer’s kids, demonstrating that you understand her situation, you shouldn’t directly tell your customer what to do. Instead of ordering your customer around, come up with a better way of explaining the benefits of the Plus plan’s pricing compared with that of her current Internet provider.\n\n[[Try again|Exchange 3]]
Cyberlink
You used the information provided by the customer to evaluate her needs in terms of the services offered, and explained your recommendation in terms of the specific situation she described. You also made the download speed of the Plus plan sound more generous by first stating the minimum recommended speed for smooth streaming.\n\n[[Continue|Exchange 3]]
You directly answered your customer’s question and explained the benefits of the Plus plan’s pricing by comparing it favorably with her current Internet plan. You also remembered that she doesn’t want to “pay for a bunch of extra stuff,” reiterating that the additional benefits of the Plus plan are totally free. \n\n[[Continue|Exchange 4]]
You might be right about the Plus plan being a good fit for your customer, but you rushed your recommendation without giving a personalized explanation to support your suggestion. Instead, you listed the general costs and features of the Plus plan, even though you had enough information to phrase them as specific solutions to the problem your customer is describing. Listing features like this provides the customer with more information than she needs, and could easily overwhelm her.\n\n[[Try again|Exchange 2]]
Your response was informative, but you answered your customer’s question indirectly by listing all of your prices without responding specifically to the situation your customer is describing. Using the information she provided, you should have offered her a good reason to switch to Cyberlink instead of simply upgrading with her current provider. \n\n[[Try again|Exchange 3]]
You chose a warm, enthusiastic greeting, but you forgot to ask open-ended questions assessing the customer’s needs. Instead, you made the common mistake of simply listing costs and features instead of phrasing them as potential solutions to your customer’s problem. You need to understand customer needs as accurately as possible before proceeding with the sale.\n\n[[Try again|Exchange 1]]
INTRODUCTION\n\nAs a customer service representative for Cyberlink, you will be helping a potential customer who is considering switching to Cyberlink for her Internet Service Provider. Your goal is to maintain a friendly and helpful attitude, demonstrate that one of Cyberlink’s Internet plans suits her needs better than the plan offered by her current provider, and close a sale. Be sure to ask open-ended questions to assess your customer’s needs and provide accurate, persuasive answers to any questions she might have. For each possible response, all the Internet plan details, like features and costs, are correctly given—for now, this interaction is less about your knowledge of Cyberlink’s services than it is about your ability to courteously represent your company, listen attentively to the customer, suggest a plan based on her specific needs, and know when to ask for the sale.\n\nRemember, at Cyberlink, customer service representatives adhere to the “G.U.E.S.T.S.” sales process: \n\n*''G''reet the customer warmly and enthusiastically \n*''U''nderstand the customer’s needs by asking open-ended questions\n*''E''valuate the customer’s needs in terms of the product offered\n*''S''uggest solutions by phrasing the features as benefits that relate to the customer’s needs\n*''T''ake action by asking for the sale and suggesting accessories\n*''S''upport the sale by answering final questions and arranging for installation \n\nAvoid closed, “yes or no” questions, which give you limited information and can lead the conversation to a dead end. Be sure you have the fullest possible understanding of the customer’s needs before recommending a plan, and always describe each plan’s benefits as potential solutions to her problem instead of simply rattling off a list of features and accessories. Finally, don’t forget to read your customer’s tone of voice and ask for the sale when she seems convinced that Cyberlink’s plan is right for her!\n\n[[Begin|Exchange 1]]
This answer might frustrate the customer. Though you did mention “streaming” and “multiple devices,” you intentionally misheard her in order to upsell her on the Ultimate plan, focusing on her desire for a “faster plan” instead of responding to the specific problem she described, and ignoring her statement that she doesn’t want to “pay for a bunch of extra stuff.” \n\n[[Try again|Exchange 2]]
You read your customer’s satisfied tone and remembered to ask for the sale, but you gave an incomplete answer to her question. She didn’t ask “Are those the //only extra// features of the Plus plan?” but “Are those //all// the features of the Plus plan?” With an answer like this, the customer will have to repeat herself in order to get the information she wants. \n\n[[Try again|Exchange 4]]
You chose a warm, enthusiastic greeting. However, though you’re on the right track by attempting to clarify the customer’s particular needs, you opened with a “yes or no” question, which could lead you to a conversational dead end. Instead, remember to ask open-ended questions to get as much information about the customer’s needs as possible.\n\n[[Try again|Exchange 1]]
You greeted the customer warmly and enthusiastically, answered her question, and asked your own open-ended question to begin to get a clearer picture of your potential customer’s Internet needs. \n\n[[Continue|Exchange 2]]
You answered the customer’s question directly and in detail, but you listed all the features without considering which ones would be of more interest to her. More importantly, you made the common mistake of forgetting to ask for the sale, even though the customer has expressed satisfaction with the plan you are suggesting. \n\n[[Try again|Exchange 4]]
Customer Service Representative
You answered the customer’s question directly and in detail by describing all the features of the Plus plan, but your phrasing still emphasized the features most relevant to her needs—you listed download speed, the most important thing, first, and you ended with “parental controls,” which responds to her situation as a parent whose kids will also be using the Internet. Finally, you read your customer’s satisfied tone and asked for the sale, a crucial step in the sales process.\n\n[[Start over|Start]]
''Customer:'' Hi, I'm thinking of switching to Cyberlink. Can you help me?\n\n[[A: Hi, there. It’s great to get your call today! I’ll be happy to help out. Let’s see if we can match you up with a plan that’s right for you. How would you describe your day-to-day Internet use?|A: CORRECT!]]\n\n[[B: Hi, there. Thanks for calling Cyberlink today! I’ll be happy to help you out. Is there a particular reason you’re considering switching to our services?|B: Incorrect]]\n\n[[C: Sure, I can help you out today! Thank you for calling Cyberlink. Here are the plans we offer: our Basic plan gives you a speed of 3 megabits per second at $19.95 a month; our Plus plan gives you 25 megabits per second for $39.95 a month; and our Ultimate plan gives you 50 megabits per second for $79.95 a month. Do any of those sound like a match for you?|C: Incorrect]]
''Customer:'' Hmm...That sounds pretty good to me! Are those all the features of the Plus plan?\n\n[[A: Well, in addition to a 25-megabit-per-second download speed with country-wide Wi-Fi hotspot access and free basic cable channels, the Plus plan includes all the features and benefits of our Basic plan: a free home installation, 24/7 tech support, a free personal email account, a free personal webpage, and a security suite with anti-virus software and parental controls. Would you like to sign up for our Plus plan today at $39.95 a month?|A is CORRECT!]]\n\n[[B: No, that’s not all! With the Plus plan, you get a security suite with parental controls and anti-virus software, a free home installation, 24/7 tech support, a free personal email account and webpage, plus free access to Wi-Fi hotspots around the country and free basic cable channels on your computer, mobile device, or tablet!|B is Incorrect.]]\n\n[[C: Yes, the only extra features of the Plus plan are access to Wi-Fi hotspots around the country and free basic cable channels on your computer, mobile device, or tablet. Would you like to sign up for our Plus plan today at $39.95 a month?|C is Incorrect.]]
''Customer:'' Okay, how much does the Plus plan cost? We have Netflix already, so I’m not sure I need extra cable channels. I’m paying $29.99 a month for a basic 12-megabit plan with my current provider. I could just upgrade to their 30-megabit plan for $44.99 a month.\n\n[[A: Well, Cyberlink’s Basic plan only costs $19.95 a month. Our Plus plan, which I recommend for your family, is $39.95 a month, and our Ultimate plan, which is twice as fast as Plus, costs $79.95 a month.| A is Incorrect]]\n\n[[B: We charge $39.95 for our Plus plan. At 25 megabits per second, that’s already more than twice as fast as your current plan for less than ten extra dollars per month! The additional cable channels and country-wide Wi-Fi hotspot access are included with our Plus plan, completely free of charge, should you wish to use them.|B is CORRECT!]]\n\n[[C: Don’t upgrade with your current provider—our 25-megabit Plus plan should be fast enough to comfortably use the Internet while your kids are streaming, and it’s $39.95 per month, which is five dollars less than your provider’s next fastest plan.|C: Incorrect.]]
''Customer:'' Well, it’s just me on my laptop and my kids on their iPad. I only really use the Internet to check work emails and read articles online. I like to let my kids stream shows on their iPad while I’m working, but it slows my Internet down so much, which is a nuisance. I want a faster plan, but I don’t want to pay for a bunch of extra stuff—I just need to be able to get my business emails in real time.\n\n[[A: It sounds like our Plus plan would be a good fit for you. For $39.95 a month, not only do you get a security suite with anti-virus software and parental controls, a free personal email account and webpage, a free home installation, and 24/7 tech support, you also get free access to Wi-Fi hotspots and free basic cable channels on your computer or tablet!|A: Incorrect]]\n\n[[B: For good-quality streaming, without slowing down your Internet connection too much on other devices, we do recommend a plan that gives you a speed of at least 15 megabits per second. Our Plus plan is 25 megabits per second, and it also offers some additional free cable channels along with all of the benefits of our Basic plan, so it’s perfect for TV streaming if, like you say, you’re only really watching on one device at a time.| B: CORRECT!]]\n\n[[C: Our Ultimate plan is the fastest we can offer, with a download speed of 50 megabits per second and free premium cable channels for $79.95 a month. It’s best for HD streaming and supporting your multiple devices at a time, and it includes all the benefits of our Basic and Plus plans, like parental controls, a free home installation, a free personal email account and webpage, and free access to Wi-Fi hotspots around the country.|C is Incorrect]]