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EZ TECH SUPPORT Services Presentation V13 Stage 1: Intro
Good morning/afternoon, tech support, my name is _________! How can I help you? (Let the customer speak and explain the problems that they are having. This is all ammo that you can use later in the sale to close them. They are supplying you with all the tools you need to understand and respond appropriately to their issue.)
Great! I’d be happy to help you with that. Who am I speaking with? (Write down first name and last name in Five9) If we get disconnected, what is the best number for me to reach you back on? I’m going to get logged on to your computer, run a quick diagnostic to figure out the root of the issue. From there, we should be able to find some kind of solution for you. IF CUSTOMER ASKS “HOW DID THIS GET ON MY COMPUTER?” READ THIS: Great question! These notifications are a valuable tool on your computer and it could be an indication of a risk on the machine and that is why you were directed to us in order to assess the risk and provide you with a diagnostic to ensure you’re safe and secure. IF CUSTOMER ASKS “WHO ARE YOU?” READ THIS: We are a US based tech support company that specializes in diagnostics and risk assessment and we work exclusively with Microsoft certified technicians. IF THE CUSTOMER IS STILL STANDOFFISH READ THIS: What were you doing on your computer when you received the pop up? (They generally were doing something they shouldn’t have that caused this pop up and this will typically lower their guard when they recognize THEY are the cause of this, NOT YOU.)
Stage 2: Get Logged On to Your Custom er’s Com puter
Now, are you in front of your computer? OK, great! I am going to give you some simple instructions so we can get logged on and figure out what’s going on. First, I need you to locate the space bar on your keyboard. Do you see it? OK, now I want you to look 2 buttons to the left of the space bar and you should see a button that looks like a Windows flag or 4 little squares. Do you see that? Wonderful, now I want you to hold down that button, and while you are holding that down, hit the letter R and tell me what comes up.