GREET AND ACKNOWLEDGEMENT:

Thank you for calling at&t my name�s Mark; How can I help you today.

BUILD RAPPORT:
Billing Problem
I'm sorry if there has been a problem with your bill, and I apologize for your
inconvenience.I can definitely help you with that bill, don't worry I will do
everything I can to make sure this issue is resolved once and for all.

Billing Payment
It�s good to hear that you�re always on top of your bill, I�ll be more than happy
to process that payment for you. I can help you with that

Transfer Call
I�m so sorry about that, I understand your request, you've reached the billing
department as of now but here�s what I can do for you, I�m going to connect you to
the our ******** department who can help you regarding this issue okay? please stay
on the line.

Thank you for being the best part of AT&T, we care about you so please don�t text
and drive. Have a good one!

TRANSITION TO SALES:
I'm glad I was able to help you with your ************ Mr. ************

As I was reviewing your account, I notice that there are areas where you qualify
for additional savings. I would love to offer you the products with the best value
and savings.

Now tell me, who is your current Internet service provider?

ASK DISCOVERY QUESTION:

( for High Speed Internet )
How many PCs or Laptops do you have in your home?
What do you use the Internet for?
How much do you currently pay?

( for TV )
Tell me, who currently provides your TV service?
How many Televisions do you have?
How many of them are High Definition?
What kind of TV shows you and your family enjoy?

Let�s review what we talk about to make sure I understand your situation,...
Based on what we�ve discussed...

RECOMMEND SOLUTIONS:
Based on what you told me about ******,I have the perfect solution for you
Because your family ******, we have a service that will meet your needs perfectly
I really believe that this service will fit your needs perfectly

I strongly recommend...
You will get all these great services with only one company for $**** per month,
which is of savings of $**** per year.
OVERCOME OBJECTIONS/ ADDRESS CONCERNS:
Addressing Price:
Ms. *****, I understand your concern with price; however, I don�t want you to miss
this opportunity. If you subscribe today, I�ll send you a $50 coupon. Why don�t we
go ahead and add (name of the bundle)

Addressing Product Concern:

Ms. ****, I think you�ll be delighted with how easy it is to use the services that
are included with (name of the bundle. We�ll send you easy to follow instruction,
and also find all the information needed online.

Addressing Personal Concern:

Ms. ****, dial-up internet is great if you like working crossword puzzles while
you�re watching for information to download. At&t High Speed Internet will give you
speeds of up to 50 times faster than the normal dial-up speeds.

Addressing Postponement Concern:

I understand your wife may be concerned, Mrs ****. What part of the (name of the
bundle) do you think she may be hesitant about?

Asking Why?:
Tell me why this bundle is not what you are looking for?
What doesn't work for you in this bundle?

CLOSE THE SALE:

Let me set this up for you today and send you $**** , so you can start enjoying
these services, okay?

Let�s put in the order now so you can start enjoying the savings right away, okay?

Let me set that up for you okay?

You will get all these great services with only one company for $**** per month,
which is of savings of $**** per year. Let me set that up for you okay?

Given all the advantages of our AT&T bundles, let�s go ahead and place an order and
then I can let you know how soon we can get you started, okay?

RECAP/SUMMARY:
Do you have something to write with? I�d like to go over your order with you and
ask you to write down some of the information.

Due Dates:
Your service will be connected on ****.

Order Numbers/Order Activity:

Please write down your order number which is ****.

We�ll be adding the elite speed of AT&T�s High Speed Internet service for you.

Explaining First Bill:

Your first bill will include total monthly charge of $**** per month less any
discounts and credits plus connection charge of $****. It will have a partial month
plus a full of month billing.

Educating about Digital Service:

May I please have your e-mail address so that AT&T can send you information about
your order, terms of service, and all future communications about your account.

Is there anything else I can help you with today?

Thank you for being an AT&T Customer; we care about you and your family, so please
don�t text and drive