Cord Cutter Hotline Solutions Resource

Use your expertise as a Cord Cutting agent along with information from the customer to match them with the solution that will best fit their needs.

If customers ask for information on the company or service information, they can be provided Sling.com and AirTV.net. Sling TV is our core service provider that enhances the streaming experience on AirTV.

While our parent company is DISH, we leverage the value in some of their existing services to help bring more value to our customers. JD Power has even awarded them top honors for in-home services.

Solutions can vary across tools. Use the table below as a guide for certain situations.

* single-tuner adapter only

For a strong greeting, you should professionally introduce yourself and the company, find out the customer's name and how they would like to be addressed and instill confidence that you can assist them with their concerns.

"Thank you for calling the Cord Cutter Hotline from Sling, this is [NAME], who do I have the pleasure of speaking to today?"

"Good Morning/Afternoon/Evening [CUSTOMER NAME], do you currently have a Sling account or are you looking to cut the cord?"

Determine the customer's needs by asking questions (programming, equipment, etc.). See the examples below:

Use the customer’s address to perform antenna qualification on antennaweb.org. If the customer qualifies for locals, right-size their devices to meet the customer’s viewing needs.

Assemble a list of channels that the customer must have and/or wants and offer them a package that will meet all of their viewing needs.

It is important to sell the value of the products that you are offering to the customer. Often times customers will believe that the products are out of their price range but it is important to overcome this objection by ensuring the customer that the solution that you are offering will save the customer money in the long run and allow them to view all of the content that they are looking to view.

Customers may wonder what type of antenna they're getting. You can advise them there are different models available, but the most common option is the Televes DigiNova BOSS Antenna and they can visit airtv.net/local-channels to see the details on this outdoor model. For the indoor model, check out sling.com/programming/locals.

Our trained award-winning DISH technicians are responsible for setting the customer up with a professional installation that will provide the best possible experience for Sling TV. They also give the customer one-on-one knowledge of the product and service.

Use language that encourages the customer to take the offer that you provide them with.
Examples:

• “Based on everything you have told me, I recommend [X]. Can I get the credit card that you want to use to set up your account?”
• “Based on what you have said is important to you, this solution addresses your needs. I can set up your Sling account now and your antenna installation for Saturday.”
• “Did you want to have your installation setup for tomorrow or was there a better time you would prefer?”
• “Since you are getting both an Antenna installation today and our Ultimate Cord Cutting bundle, I can offer you a $50 discount on combining those to offers by setting them both up today.”
• “I don’t want you to keep paying so much for cable. Let’s get you set up today so you can start saving right away.”

Often times customers will still have doubts after you try and close the sale. It is important that you do the following things whenever a customer has objections:

• Acknowledge: Recognize the customer’s objections to eliminate any concern the customer may feel if the concern is ignored.
• Provide Solution: Present a solution to address and move past the customer’s concern.
• Build Value: Revisit the benefits of Sling and the solution the recommended bundle provides
• Check: Ask a question to ensure the customer’s concern has been addressed

OTA Rebuttals

Customer doesn't want to pay the full amount before a technician comes out to install the OTA antenna.

• We understand there may be hesitation paying upfront, however, we guarantee that our service will live up to your expectations.
• Dish and Sling TV are ranked A+ with the BBB because of the trust we have built with our customer base.

Customer wants someone to come out and verify they'll get the channels before paying. / Wants local channels guaranteed.

• We rely on the analytics from antenna web and from the FCC to provide the best estimations on signals for locals. You are welcome to use the websites to check on the signal strength. At this moment we can only support tech visits on scheduled installation.
• We can guarantee that the installation you select will carry the maximum number of channels available in your location at the time of install. The channel owners have oversight on signal towers and the life of channel networks, while we cannot guarantee the channels will always be present we can confidently say the OTA integration will allow you the best experience in the market.

Customer says their house is pre-wired and doesn't want to pay the additional fees per TV.

• We have to account for the additional work the technician will perform when setting up any additional rooms, however, our AirTV solution if you are eligible can solve multi-room connections with the Wifi integration to streaming integrated devices/TVs.

Customer wants their own antenna set up / Customer wants an antenna with a rotor or omni-directional setup.

• We can only guarantee that the installation will be proper with the Antenna models we offer at this time. The options we provide will help ensure you get the best locals available in your area.
• Our current options only allow installation of fixed Antennas, these models however are installed to provide the best coverage.
  • See OTA Antenna Specs for more information on the outdoor antennas

Customer wants installation on a pole/balcony like apartments or condos.

• There are multiple options we can use to make sure the locals have the most optimal signal, our trained technicians will make sure that the location works for you and also provides the locals.

Bundle Rebuttals

Customer upset with paying for the devices and paying for 3 months of service.

• We offer the best value in streaming service and have the best price on the 3-month bundle, the additional cost of the equipment is not covered by the service because we do not own the channels. With the devices and additional cost you spend, you get a seamless integration of our best selling AirTV product, this provides the best option to see live TV and integrates other streaming apps, locals, or both with our whole home OTT setup.

Customer has been paying their bill for months already and wants the box sent now instead of paying in advance for more months. / Customer just paid this month's bill today and wants add that to their prepaid months instead of the full prepaid period.

• We appreciate your preference over this time, the promotions tend to change from time to time, some Devices may be part of the subscription. The advance payment ties to the investment Sling makes on the Devices we offer, this keeps us profitable and enables great overall prices for everyone.
• If paid today: We understand the payment posted today would add to the overall cost of the Bundle, this, however, is going to be used for future programming, we know you will enjoy the Device and it will enhance the experience you already get today from Sling.

Customer wants to pay for the device on their monthly bill

• The current options are the only options available, we are always working on improving the options to fit monthly models. The offer does bring the best of the streaming world to whole-home integration, and it will ensure you get your money's worth over time.

Set the customer’s device bundle order up and take payment for the bundle. Welcome the customer to Sling and congratulate them for cutting the cord!