The Call Flow Script

Call Opening :

Thank you for calling GuruAid the leaders in independent technical support my na
me is ____ How may i help/assist you ?
After the customer discuss, the issue rephrase and paraphrase the issue for bett
er understanding
Document the Support Query appropriately: (whatever the customer says is the iss
ue, document the same in the support query as the VOC do not create your own VOC
or Support Query.
Do proper Case Building & Ask Probing Questions:
Apart from this issue, do you have any other problem with your computer?
Does your computer take too long to boot up/start?
May I know for what do you use this computer? For Business purpose or Personal u
se?
Are you the only person who uses this computer?
Since when you are facing this issue?
Have You Made any changes on your Computer
HOW TO PITCH FOR REMOTE ACCESS

After Paraphrasing and Probing for the Issue understand the issue well and then
pitch for the Remote Access.
Explain the customer that, Mr. Customer the issue that you are having can be due
to many reasons. and then list 2 or 3 probable cause of the issue.
Use 'The Guru' to find out the probable cause of the issue, if available.
Then tell the customer that, to find out what exactly is the issue I have to diag
nose your computer and in order to do that I need the Remote Access of your comp
uter.
If the customer denies to give the Remote Access explain him that the Remote Acc
ess session is completely secured and read couple of disclaimers accordingly.
Take the remote access by giving all the appropriate disclaimers.
Then diagnose the customer's computer by following the proper Diagnostic Steps &
then Pitch for the Sale
HOW TO PITCH FOR SALE AFTER THE DIAGNOSIS IS DONE

After the diagnosis is done just place the call on hold and let the customer kno
w that you are discussing the issues with your Level 2 Technician
And that you are preparing a list of things that needs to be done on the comput
er and go on with the script by saying,
PITCHING 1 :
Alright Mr. Customer so I have diagnosed the issue and I have confirmed it with m
y level 2 technician that these are the issues that needs to be fixed.
Give the list of things that needs to be done to the customer as per the diagnos
is
For Example:Removal of all the errors and software conflicts
Removal of all the infections and hidden viruses
Removal of all the unwanted temporary files and folders
Removal of all the unwanted applications and services
Repairs and re-installation of the registry files
Configuration and setup of the applications, registry files and services
Clean up, tune up and total servicing
Performance enhancement
And then Give options to the customer for other tech support companies,
So, Mr. Customer I would suggest you to fix this problem as soon as possi
ble and I would like to give you the following options to fix these problems and
their charges respectively:Geek Squad
- $150 - $200
Staples
- $150 - $180
Local Technician - $140 - $170
So these are the charges that you have to pay for a One Time Technical su
pport if you go outside to fix the problems, So which one would you like to go f
or.
And then wait and let the customer respond and depending upon the response from
the customer suggest him our maintenance plan by saying,
Mr. Customer rather than going outside and taking your computer over ther
e and then get help to fix the problem, I would suggest you to go for our Annual
Maintenance Plan,
so that we can fix the problem right now on this call and give you a tec
hnical support number which you can use anytime you need technical support in fu
ture as well.
And then brief the customer about the benefits of our Annual Maintenance plan
The reason why I am suggesting you to go for our Annual Maintenance plan
is because,
Our maintenance plan takes care of all your PC issues for one year. Majo
r benefits of our annual service plan are:
1. Unlimited PC Support
2. Instant help from GuruAid Certified technicians
3. Unlimited PC tune-up
4. Unlimited Security Checks
5. PC protection from viruses, malwares, spywares

Note : Refer the FABING Tab over here

And after that accordingly tell the prices of AMC by following the 3, 2, 1 polic
y.
So Mr. Customer as per your computer configuration, your computer is eli
gible to have the following Annual Maintenance Plan (AMP) Plans from us.
At first just show the 3 year & 2 year Plan and then show the 1 year and OTF res
pectively.
Note : Refer the Pricing Tab over here
OR
The other way to pitch for the sale is the simple and the conventional way.
PITCHING 2 :
Alright Mr. Customer so I have diagnosed the issue and I have confirmed it with m
y level 2 technician that these are the issues that needs to be fixed.
Give the list of things that needs to be done to the customer as per the diagnos
is
For Example:Removal of all the errors and software conflicts
Removal of all the infections and hidden viruses
Removal of all the unwanted temporary files and folders
Removal of all the unwanted applications and services
Repairs and re-installation of the registry files
Configuration and setup of the applications, registry files and services
Clean up, tune up and total servicing
Performance enhancement
And then start pitching for the sale in the way mentioned below
After working on your computer and being a technician myself let me infor
m you that your computer demands timely maintenance & optimization to improve th
e stability and the
performance of your PC, hence I would advise you to go for our Annual Ma
intenance Plan that will take care of your computer.
As you sign up an Annual Maintenance Plan (AMP), you won't be charged any
thing for today's fix and also you will get Unlimited FREE Support for all your
computer issues
for the period you subscribe.
As you sign up for a the Annual Maintenance Plan (AMP), you won't be char
ged anything for today's fix and also you will get Unlimited FREE Support for a
ll your computer issues
for the period you subscribe.
Looking at your system configuration , I would strongly suggest you to go
for Annual maintenance plan that take care of all issues related to your comput
er.
The subscription gets you unlimited PC support, instant help from certifi

ed technicians, Unlimited PC tune ups.

Your current problem will be resolved for FREE as a part of the subscript
ion.
We become a single point of contact for all your computer issues no matte
r how many times you contact us for Computer software related issues.
And then brief the customer about the benefits of our Annual Maintenance plan
The reason why I am suggesting you to go for our Annual Maintenance plan
is because,
Our maintenance plan takes care of all your PC issues for one year. Majo
r benefits of our annual service plan are:
1. Unlimited PC Support
2. Instant help from GuruAid Certified technicians
3. Unlimited PC tune-up
4. Unlimited Security Checks
5. PC protection from viruses, malwares, spywares
Note : Refer the FABING Tab over here
And after that accordingly tell the prices of AMC by following the 3, 2, 1 polic
y.
So Mr. Customer as per your computer configuration, your computer is eli
gible to have the following Annual Maintenance Plan (AMP) Plans from us.
At first just show the 3 year & 2 year Plan and then show the 1 year and OTF res
pectively.
Note : Refer the Pricing Tab over here

You can either use the Pitching 1 or Pitching 2 also making use of the FABING Ta
b and then continue as per the instruction below
And after that accordingly tell the prices of AMC by following the 3, 2, 1 polic
y.
So Mr. Customer as per your computer configuration, your computer is eli
gible to have the following Annual Maintenance Plan (AMP) Plans from us.
At first just show the 3 year & 2 year Plan and then show the 1 year and OTF res
pectively.

AND THEN IT ALL DEPENDS ON YOUR OBJECTION HANDLING SKILLS THAT CAN BE DEVELOPED
ONLY BY YOU

REST IS ALL ON YOU. !!!..BEST OF LUCK..!!!