ATENTO TELESERVICIOS ESPAÑA S.A.

SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000
 ATENTO TELESERVICIOS ESPAÑA S.A. SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000

SALES

GREETINGS:

• Welcome
“Good day, this is (name) from Movistar. How may I help you?”

• Name
“May I ask who I am speaking with?” / May I have your name, please?”

“Nice to talk to you, Miss/Mister + Last name”

DISPOSITION TO HELP (REPHRASE):

“Just to be clear, which service do you require?”

“Just to clarify, are you interested in getting internet service/a mobile line service with us?”

“Just to be sure, are you looking for internet service/a mobile line service?”

IDENTIFICATION:

“May I have your full name and ID number?”

PASSPORT:

To contract a mobile line: “I strongly advice contracting a mobile line at a Movistar store, as it is not possible signing it up over the
phone due to policy reasons”
 ATENTO TELESERVICIOS ESPAÑA S.A. SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000

NETWORK COVERAGE:

“May I have your home address? I will go ahead and check the network coverage, so we can provide you internet service with the best
possible internet connection”.

• FTTH Disponible
“Mister/Miss, I am checking the system and fiber optics appears to be available. I will go ahead and place an order for the installation.
Let set this up with a short voice recording. May I have your best contact number? Keep in mind that our technicians will contact you
within three days to schedule the installation”.

• ADSL 2+ Disponible
“Mister/Miss, I am checking the system and ADSL under copper wire appears to be available. I will go ahead and place an order for the
installation. Let set this up with a short voice recording. May I have your best contact number? Keep in mind that our technicians will
contact you within three days to schedule the installation”.

• Sin Información
“Mister/Miss, I am checking in the system, and I can see that there is no Power Line Communication available in this area. In this sense,
we can provide you with a 4G wireless internet connection that works with radio waves. I will go ahead and open an internal request
asking for this installation. May I have your best contact number? In the next days, you will get a call from the department in charge to
arrange for the Wi-Fi box’s installation or delivery”.
 ATENTO TELESERVICIOS ESPAÑA S.A. SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000

OFFERING

TO UNDERSTAND

PROBING FOR CUSTOMER NEEDS: In sales, probing questions refers to questions about answers

Mobiles:

“How many mobile lines do you need? / How many GB do you spend monthly? / How much data do you need on your mobile line?”

Fiber Optics:

“Are you interested in fiber optics internet connection to work from home or just for entertainment?”

“How many devices are usually connected to the WI-FI network at once?”

TV:

“What are your TV viewing preferences? / What do you enjoy watching on TV?”

TO HIGHLIGHT

Transition:

“According to what you require, I can provide you with the best offer”

“Perfect, in that sense I highly recommend…” / “Based on your requirements, my big recommendation is…”
 ATENTO TELESERVICIOS ESPAÑA S.A. SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000

Contents and Features:

Mobiles:

“With unlimited data you can navigate anytime, everywhere, as much as you need”

“A secondary mobile line might be given to you as a gift as part of your contract”

“If you port in/bring your mobile line to Movistar, you can get a discount”

Fiber Optics:

“With the highest internet speed up to 1GB, you can connect multiple devices at the same time in your Wi-Fi Network (LAN)”

“With our Fiber Optics internet connection, you can receive the dual band Router Smart Wi-Fi (HGU) for free”

TV:

“You may watch the top American and European TV shows, including those produced by Movistar, on our TV service. You may also watch
the top films, with new releases every week”.

“With our TV Service, you can see exclusive content such as game recaps and highlights from the best football leagues across the world”.

“I can tell you that Movistar TV is completely different. You may watch TV from anywhere at any time with our TV streaming service”.

Smartphone/Laptop/Xbox/Tablet/Smartwatch/Smart TV:

“Within this contract, you can include a leased smartphone for 36 months. It means that you have the option to get a brand new 5G
smartphone or any device available in our stock, such as Smart TVs, Laptops, Tablets, Smart Watches, XBOX, among others. Once the
lease contract is over, you can purchase this device by paying only 1 euro”
 ATENTO TELESERVICIOS ESPAÑA S.A. SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000

CONDITIONS:

“You can get this contract/package for only XX€ per month, without any permanence clause (ADSL / FTTH)”

TO SHARE

RECOMMENDATION: Considered to be the most effective form of promotion/sale

EXPERIENCE MARKETING: Intentional activities which immerse people within your brand through the stimulation of their senses

“I highly recommend this option to you” / “Since I have this service at home, my customer experience has greatly improved”

“I highly recommend this offer” / “I enjoy watching TV and spending time with my family now that I have this service at home”

TO MAKE A DEAL

CLOSING: Refers to the process of making a sale

“I highly recommend taking advantage of this offer right now. You can even cancel it at any moment because there is no permanence
clause or penalty fee”

“You can take this very good offer today” / “Let us do the recording now” / “Let us set this up”

SCHEDULE A PHONE CALL:

“Don't you worry, I can give you a call back in a few hours/couple of days to contract this package/service”

POSITIVE PHRASES: POWERFUL WORDS:

“I WOULD SUGGEST / I HIGHLY RECOMMEND” “AMAZING / AWESOME / GREAT / FANTASTIC / REMARKABLE “

 ATENTO TELESERVICIOS ESPAÑA S.A. SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000

SPANISH BANK ACCOUNT NUMBER:

“May I have your Spanish bank account number? Please, consider that automatic payment is our recommended payment method”.

SPANISH CONTACT NUMBER:

“May I have your best Spanish contact number? Let me advice you that within 72 hours, you will get a call from the department in charge
to arrange for the Wi-Fi box’s installation or delivery”.

EMAIL ADDRESS:

“May I have your email address? Your contract and subsequent invoices will be sent to you through email”.

VOICE RECORDING:

“To continue with this request, I will make a voice recording in which I will require your personal information, including full name, ID
number and bank account number. Do you agree?”

INSTALLATION:

“Please, keep in mind that the department in charge will contact you within the following 72 hours to schedule the installation”.
 ATENTO TELESERVICIOS ESPAÑA S.A. SUCURSAL EN COLOMBIA
Calle 39 No 21-84 Bucaramanga
NIT: 900.076.998-6
Tel: (09-1) 5940000

ENDING

FURTHER DOUBTS / ASKING FOR ADDITIONAL INFORMATION

“Please, let me know if you need any further information”

“May I help you with anything else?”

“Is there anything else I can help you with?”

TO ANNOUNCE AND INTRODUCE THE UPCOMING SURVEY

TELCO: “Please, keep in mind that you will receive an email survey to evaluate my service, being 5 (stars) the highest rate”

LEGADO: “Please, keep in mind that in the next three days you will receive a survey to evaluate my service, being 9 the highest rate”

“Do you feel satisfied with my customer service?” / “Do you feel satisfied with the assistance that I have given to you today?”

“Your opinion is quite important for me” / “Please, remember that your opinion is very important for our company”

FAREWELL
“It was a pleasure assisting you today” / “It was a pleasure talking to you today” / “Thank you very much indeed”

“Thank you for calling, Miss/Mister (Last name). I wish you a good day / weekend / holiday”