Dial Customer Solutions Internal CS Wiki

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====== Helping Keep the Customer on a Membership=====

Since we carry high-end products at premium pricing, you may encounter customers whom are liking the products but have to cancel  their subscription due to the price.

In this case we can try to keep them on a subscription by offering them a life-time discount.

===== Start with some initial probing questions: =====

* May I know the reason you want to cancel? Is that about the price?
  * Did you like the product(s)?

If the customer is showing an interest in the product, these  questions will help open up a conversation about price

**Talk Track:** //I understand. These are premium products and their price point might not work for everyone. However, I do see on my computer that that the manufacturer is currently running a promotion . You are eligible for this discounted price and would only be paying $xx - First Level) . Does that work for you?//

**Customer : "I will call back if I decided to accept this offer"**

__**Although we would always make this offer at any time. To finalize, you must try to press urgency for them to accept the deal today.**__

**Talk Track:** //I do understand that you are not able to decide right now. However, please be aware that I cannot guarantee how long this promotion will still be available for. Just so you know, you can always cancel your subscription at anytime if you change you mind. Should I sign you up for this promotion so you can lock in this price today. //

**Customer : "This is still too expensive"**

**Talk Track:** //I understand, although that price is a heck of deal.Let me check with my supervisor to see if there is any other promo's you would be able to take advantage of.//

(hold - 90secs)

**Talk Track:** //I have spoken to my manager and he has advised me that they would really like you to be able to take advantage of this product , as such I have been authorized to discount it even further. That would be only ($xx - Second level) ! You will not find that price anywhere else. Would you like me to go ahead and register you for this program.//

**NOTE:**
When speaking with the customer and they happen to say:

//**"I like the products but I cannot afford it."**////

This is a big opening for a sale. Customer is clearly showing interest in the product, now its just a matter of negotiating the best price.

__**PROCEDURE**__

If your customer accepts your offer then go to Cancels/Extensions sheet to set the **PRODUCT PRICE** and **REBILL DATE** per each steps. (You could also notify the stand by senior agents and they will be able do the changes through other portal)

__//Example: Customer ordered three items and all got a trial conversion. Seek for assistance if you encounter dissimilar scenario. //__

__**IMPORTANT:**__ Always ask customer their preferred re-bill date, you **do not** need to set the dates with two days intervals for multiple products. Same is best.

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