1. 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…
“__________________________________________________ ___________________________________________________ __________________________________________________”

2. 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!”