DIRECTV Rebuttals

IMPORTANT: After you rebuttal you should always use a closing statement to transition you into pitching , qualifying the caller, and scheduling an installation – depending on what point in the call you are on. The closing statement moves the conversation and sale forward and allows you to move the call along. Examples of closing statements:

• So that I can tell you exactly how much I can save you I need to know how many TVs do you have?
• Lets go ahead and start your savings. What’s your social?
• All we have to do is get you qualified and then I’ll transfer you to our scheduling department. What’s your social?
• We can start the process with a credit card or debit card. Which one will you be using?
• It will take just a few days to get you installed. What day [sg_popup id=”2″ event=”click”]o[/sg_popup]f the week is best?

  CLICK THE REASON BELOW TO JUMP TO THE REBUTTALS

• • Does not want a quote / Wants to get off the line quickly before the pitch:
  • General rebuttals: I want to think about it OR call you back / I’m not interested / I am happy with my current provider:
  • I need to talk to my spouse:
  • The price is the same:
  • Customer does not want to provide social security or credit card number:
  • Provider loses channels or has a contract dispute:
  • Features and Benefits:
  • Things that you CANNOT say.

    Does not want a quote / Wants to get off the line quickly before the pitch: • I understand you’re busy, but for only a few minutes of your time I may be able to save you hundreds of dollars on your TV bill this year so lets just get you a quote for service. So that I can tell you exactly how much I can save you I need to know how many TVs do you have? GENERAL REBUTTALS: I want to think about it OR call you back / I’m not interested / I am happy with my current provider: • If you called your electric company and they could lower your bill $40 a month by switching the supplier how long would you have to think about that offer? That’s what I am going to do for you today, lower your bill and give you the best TV service available. Lets go ahead and start your savings. What’s your social? •I would understand you would be hesitant if I was raising your bill, but I’m LOWERING your bill. This is a SAVINGS decision not a buying decision. Lets go ahead and start your savings. What’s your social? • If you needed gas in your car and the gas station on the right is 50 cents cheaper than the gas station on the left, how long would it take you to pull in and buy from the less expensive gas station? That’s what I’m doing for you today. I am lowering your monthly bill and giving you the best TV service in the industry! Lets go ahead and start your savings. What’s your social? • On top of the huge discount you receive when you switch don’t forget you’re also getting new HD state of the art equipment and free installation! Plus we have won the JD powers award for several years in a row. All we have to do is get you qualified and then I’ll transfer you to our scheduling department. What’s your social? I need to talk to my spouse: • I would understand you would be hesitant if I was raising your bill, but I’m LOWERING your bill. This is a SAVINGS decision not a buying decision. Your spouse wouldn’t be upset if they came home today and found out that you switched to the best TV provider in the industry and SAVED money! All we have to do is get you qualified and then I’ll transfer you to our scheduling department. What’s your social? • I best your wife/husband gets mad when you spend money. They won’t be mad that you SAVED money. This is what I am doing for both of you today, saving you money!Lets go ahead and start your savings. What’s your social? • If your spouse found $50 lying on the ground today, would they call you to see if it is OK to pick it up? I am putting your hard earned cash back in your pocket. Lets go ahead and start your savings. What’s your social?   The price is the same: • But I am giving you so much more for your money. You will be getting new HD state of the art equipment and free installation, more channels, and award winning customer service. All we have to do is get you qualified and then I’ll transfer you to our scheduling department. What’s your social? • If you could drive a new BMW for the price of a used Chevy wouldn’t you? That’s what I am doing for you today. You will get the best TV service in the industry and have the same payment. Why wouldn’t you switch? • While it may be the same next year don’t forget you receive a huge discount for the first year with DIRECTV. That means you are losing money if you DON’T switch to DIRECTV. Lets go ahead and start your savings. What’s your social?   Customer does not want to provide social security or credit card number: • I understand your hesitation. I don’t write it down. I type it into our encrypted system and it appears as dots on my screen. It only lets us know what discounts and promotions we can offer you. So can you please provide me with your credit / ss number? Provider loses channels / contract dispute: •Its all over the news that your provider is in a contract dispute that has caused you to lose the “xxxx” channel, but DIRECTV does offer those channels plus I can save you money on your bill. Lets get you set up ASAP. How many TVs do you have?     Features and Benefits:

• Walk Out Watching: Customers can start watching DIRECTV online as soon as they place their order!
• Watch From Anywhere: Watch TV from multiple devices like TV, laptop, tablet, and cell phone!
• On Demand: Access to DIRECTVs library of over ten thousand movies and TV shows.
• New State of the Art Equipment: One central HD-DVR allows you to watch recorded content from any connected room in the house!
• More HD channels than any provider!
• Free apps like YouTube, Facebook, Pandora, Fantasy Football, and more.
• DIRECTV offers the most sports. Anywhere. Period. Exclusive providers of the NFL Ticket and the ScoreGuide feature that flashes scores from other major sporting events. That way you don’t have to take your eyes off of the game you are watching to check other games scores. Plus a fantasy football app.
• Stuck in traffic? With DIRECTVs Scheduler, you can set your home DVR from any cell phone or computer.
• Every 7 seconds someone switches to DIRECTV
• For 11 years in a row, DIRECTV has beat out all of its competition with the highest ranked customer satisfaction. Not to toot our own horn, but simply put DIRECTV is better than any other company out there. Hands down.
• DIRECTV has won the Energy Star award from the EPA (Environmental Protection Agency) for energy efficient receiver box!. This may not seem like a big deal, but set top HD and DVR boxes use more electricity each month than a refrigerator and are the biggest energy wasters in your home – driving up your electric bill! That’s all the more reason customers should switch to DIRECTV and get the latest and greatest equipment.

Things that you CANNOT say. Customer confusion will result in termination:

• I can see your account right now.
• Let me pull up your information
• I see that you have had your service for awhile now
• I don’t see that on your account.
• You had service for over 2 years then you are out of contract.
• Let me try pull up your account
• I’m going to upgrade your current service
• This is the Promotions department.
• You have refurbished equipment.
• We have more Satellites in the sky then Dish Network.