Putting it All Together

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Across
  1. 3. In order to understand needs, start with _____ ended questions
  2. 5. Set the ______.Tell the customer WHAT you are doing, WHY you are doing it and GET a YES
  3. 6. Words that Work: "I want to CANCEL my account"
  4. 7. Techniques to closing the conversation: Communicate urgency and remind a customer who is ______________ that no contract means no regrets
  5. 10. Don’t make _____ about what a customer can afford. Ask questions to be sure.
  6. 11. Use your “W”s to understand your customer’s needs: Who, Where, When, ___
  7. 12. When handling a concern, reiterate the ______ of the services. Hint:Loyalty Password
  8. 13. Be confident when you ask for the close. You've earned the right to the _____.
  9. 15. Lead with _____ not price, when presenting the solution.
Down
  1. 1. Reaffirm the customer's choice and end with a positive statement will help to _____ the customer relationship.
  2. 2. Do not pass blame. Think “I am Rogers, I am your ____" HINT: to represent someone
  3. 3. Must overcome _______ in order to resolve issues.
  4. 4. Present the solution based on the Solution ____
  5. 8. Customer is angry, repeat to confirm with a ________ spin
  6. 9. Clarify the situation. Identify the ___ ___ (real reason)of the customer concerns.
  7. 14. I should Speak clearly, ensure the customer can hear me clearly and speak slowly. Hint: Similiar to a cable product