Customer’s Current Services Customer’s Billing Information Name _________________ LOOKING FOR CLUES Information about the customer’s needs, interests, or wants can be found everywhere, as long as we know where to look and what to look for. Circle the clues that you might be able to find in each of the different areas below. Customer’s Current Services Customer’s Billing Information Asking Questions Listening Premium Movies DVR iPad HDTVs Internet Past Premium Movies Redbox Rentals Movie Theater Trips PPV Type of Programming Favorite Series Family Members Ways They Watch Kids Enthusiastic About Series Satisfaction Knowing what your customer might need or be interested in, is only half the sale. Let’s practice how to use that information on the call to get a sale. While you have the customer on the phone, JUST SAY… “__________________________________________________ ___________________________________________________ __________________________________________________”

Customer’s Current Services Customer’s Billing Information Facilitator’s Guide The objective is to show the CSR the different ways they can gather information about the customer. Secondly, as a discussion, go over how this information can be used to identify what the customer might be interested in and how to form an IYL statement that they can say on the phone. For example, if they have HBO or Showtime, they are more likely to watch original series on those channels, making them more likely to enjoy a STARZ original series. Customer’s Current Services Customer’s Billing Information Asking Questions Listening Premium Movies DVR iPad HDTVs Internet Past Premium Movies Redbox Rentals Movie Theater Trips PPV Type of Programming Favorite Series Family Members Ways They Watch Kids Enthusiastic About Series Satisfaction Knowing what your customer might need or be interested in, is only half the sale. Let’s practice how to use that information on the call to get a sale. While you have the customer on the phone, JUST SAY… “If you like big Hollywood movies in HD, you’ll love xx on STARZ!”