Subject: Summary of Chantelle's training
From: Subir Chakma <[email-masked]>
To: Danish Afzal <[email-masked]>, narry bhatia <[email-masked]>, samir kumar <[email-masked]>, Roshan chetri <[email-masked]>, rajeev kandpal <[email-masked]>, Nella Jemino <[email-masked]>, Jade Cuizon <[email-masked]>, Claire Ledesma <[email-masked]>, anshul pannu <[email-masked]>, "amar kumar. chaudhary" <[email-masked]>
Cc: Subir Chakma <[email-masked]>, Tushar Raina <[email-masked]>, Ashok Katoch <[email-masked]>, Ankit Tandon <[email-masked]>, Akhil P Walia <[email-masked]>, Abegail Ortega <[email-masked]>, Gee Jay <[email-masked]>, Nyle Remo <[email-masked]>
Date: Sun, 2 Sep 2012 05:47:44 +0530 (IST)

Hi Team, 

Summary of Chantelle's training: very rough sketch of points discussed. 

1. Discount leverage moving forward is upto 15% on yearly subs. It does not mean, you give only in 5, 10 or 15%. If customer agree on 7%, that's better instead of 10%. 

You need to assess customers situation and need and accordingly give discount in between, while trying to retain more margin. 

2. Instead of giving channel list for a particular package, push the package URL. You can instruct them to select their package to see complete list of channels included in it. This is to entice them more into buying by leading them into attractive package page, rather then giving the list in a line on chat. 

3. Act more like a LIVE agent then being Robotic. Use CR's judiciously. Built rapport with customers to bring them closer to sale. You need to win trust. 

4. Know your products well and believe in them. This include all devices we support. Highlight the positive features and sell on them. Believe in the product you sell. 

5. To answer why we don't support Roku in US- ONLY use the canned response given to you- Watchindia.tv is not available on Roku in the US/Canada due to Roku's local arrangements. 

6. Do NOT commit any date in regards to launch of new devices unless we have definite confirmation from client. Tentative period should be given only as instructed. This will avoid misleading customers. 

7. While giving Free trials to customers, Fix time when to call them back the next day. 

8. Always take control of customers with leading questions. If you let customer take over you, you just lost the sale. Always try to close SALE. 

9. Do NOT ever say no. Assess situation and suggest alternatives. Always. If they ask specific channel we dont have, suggest similar channel that could meet their need. If they don't want to buy Roku, suggest all available platforms they can enjoy our service on. 

Rgds Subir