CONNECTING THE DOTS: VERIZON REFERRALS |VAS REFRESHER
verizon refresher
START
OBJECTIVES FOR TODAY
FRONTIER A VERIZON COMPANY
01 · ARC METHOD
04 · THE ART OF BUNDLING
07 · UNDERSTANDING PLVL
08 · VAS AND SU REFRESHER
02 · CUSTOMER PERSONAS
05 · REFRAME STRATEGIES
09 · SELL ME
03 · THE ART OF DISCOVERY
06 · VERIZON M+H / FORWARD
OBJECTIVES FOR TODAY
FRONTIER A VERIZON COMPANY
01 · ARC METHOD
04 · THE ART OF BUNDLING
07 · UNDERSTANDING PLVL
08 · VAS AND SU REFRESHER
02 · CUSTOMER PERSONAS
05 · REFRAME STRATEGIES
09 · SELL ME
03 · THE ART OF DISCOVERY
06 · VERIZON M+H / FORWARD
ARC METHOD
EXPANDED VERSION
PLANTING A SEED
REFRAME
CLOSE
AGREE
ASKING THE CORRECT QUESTIONS, MAPPING YOUR CALL.
SHIFTING THE CUSTOMER'S PERSPECTIVE, PERSONALIZING YOUR OFFER.
USING EFFICIENT ASSUMPTIVE LANGUAGE.
BUILDING A HUMANE CONNECTION WITH YOUR CUSTOMER
CONNECT THE DOTS
WHICH OF THE 3 IS A MORE IMPACTFUL PITCH
33%
25%
90%
wifi security plus
whole home wifi
speed upgrade
In this scenario, the agent was able to ask discovery/probing questions and pitched after the issue has been resolved.
In this scenario, the agent did not ask questions, but was able to deliver a perfect personalized offer.
No probing questions were asked, the agent only read through the features and benefits, but the agent used assumptive language.
THIS SHOWS US HOW IMPORTANT ARC METHOD IS, IN TERMS OF HIGHLIGHTING THE CALL FLOW.
customer personas: Phase 2
SALES PROFILING
BUDGET BALANCER
FOOLPROOF FOLLOWER
PEAK PERFORMER
SETTLED SIMPLIFIER
Wants savings and discounts, offers that can save them money.
Wants guidance and recommendations.
Wants performance and is a multiple device household.
These customers want simplicity and stability.
ASPIRATIONAL ADOPTER
Want cutting edge technology.
85% of purchases are emotional. The passion that storytelling causes is our ally in influencing the purchasing decisions of our audience.
why is asking probing questions important
the art of discovery
WHAT ARE THOSE EFFICIENT QUESTIONS YOU CAN ASK YOUR CUSTOMERS
+GUIDE
THE ART OF BUNDLING
MAXIMIZING THE VALUE: STOOL ANALOGY
ENHANCEMENT
MAXIMIZING DISCOUNTS
FOUNDATION
Speed Upgrade
VAS: WHWF + Wifi Security
Verizon: M+H and Forward
how to say it
BY BAKING IN THE STOOL ANALOGY WE CAN FULLY UNDERSTAND HOW IMPORTANT IT IS TO GET A FULL SET OF SERVICE.
reframe strategies
INCREASING THE PROBABILITY
REFRAMING THE OFFER
This is where we add in convincing phrases, social proof to ensure our adapt the customer persona in offering the product.
+info
I’m an awesome subtitle, ideal for giving more context about the topic at hand
leveraging price
MINIMIZING THE COST
$1.83
DAILY COST
MINIMIZE THE COST OF THE PRODUCT
BASE
MONTHLY PRICE
$54.99
HOW TO SAY IT
+info
maximizing the discount
annualize
GRANDFATHERED PRODUCTS
YOUTUBE TV
M + H AND VERIZON FORWARD
HOW TO SAY IT
+info
Settled Simplifier Core message: “This product keeps your life easy and predictable.” How to pitch: “It’s designed to be simple, stable, and hassle‑free.” “You won’t need to change your routine, it just works.” “Most customers choose it because it’s reliable and low‑maintenance.”
Budget Balancer Core message: “This gives you the best value for your money.” How to pitch: “This option saves you money without sacrificing quality.” “We have discounts, bundles, and cost‑saving plans you can take advantage of.” “Over time, it reduces your overall expenses.”
“Our Fiber 1GIG speed is only $54.99 per month, that’s just around $1.83 a day for lightning-fast internet that can power all your devices, smoother streaming, faster downloads, better gaming, and a stronger connection for the whole household. For less than the price of a cup of coffee a day, you’re getting our top-tier fiber experience.”
1. YouTube TV Offer “YTTV’s base price is $82.99 per month, but with Frontier you’ll enjoy an exclusive $10 discount, bringing it down to just $72.99 monthly, that’s only $876.00 for the year, giving you reliable savings which is $120, while enjoying your favorite live TV and streaming content.” 2. Security Savings “By upgrading from FTR Secure to Total Shield, you’ll save $5.99 every month that adds up to $71.88 in savings per year, while giving you enhanced protection and added peace of mind.” 3. M + H discount “If you link your Verizon Wireless with Frontier, you’ll receive a $15 monthly discount, that’s $180 in savings annually, simply by bundling your services and maximizing your value.”
Aspirational Adopter Core message: “This is the newest, most advanced option.” How to pitch: “It uses the latest technology and gives you premium advantages.” “You’ll get premium features that stand out from older models.” “If you like being ahead of the curve, this is the one.”
Peak Performer Core message: “This product delivers maximum performance.” How to pitch: “It’s built for speed, power, and multitasking.” “If you use multiple devices or need high output, this is ideal.” “You’ll notice the performance difference immediately.”
Foolproof Follower Core message: “Let me guide you, I’ll make this decision easy.” How to pitch: “Based on what you told me, this is the best fit.” “Most people in your situation choose this option.” “I’ll walk you through everything step by step.”
CONNECTING THE DOTS: VERIZON REFERRALS | VAS REFRESHER
Roland Miguel Angelo Dolores
Created on May 11, 2026
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Transcript
CONNECTING THE DOTS: VERIZON REFERRALS |VAS REFRESHER
verizon refresher
START
OBJECTIVES FOR TODAY
FRONTIER A VERIZON COMPANY
01 · ARC METHOD
04 · THE ART OF BUNDLING
07 · UNDERSTANDING PLVL
08 · VAS AND SU REFRESHER
02 · CUSTOMER PERSONAS
05 · REFRAME STRATEGIES
09 · SELL ME
03 · THE ART OF DISCOVERY
06 · VERIZON M+H / FORWARD
OBJECTIVES FOR TODAY
FRONTIER A VERIZON COMPANY
01 · ARC METHOD
04 · THE ART OF BUNDLING
07 · UNDERSTANDING PLVL
08 · VAS AND SU REFRESHER
02 · CUSTOMER PERSONAS
05 · REFRAME STRATEGIES
09 · SELL ME
03 · THE ART OF DISCOVERY
06 · VERIZON M+H / FORWARD
ARC METHOD
EXPANDED VERSION
PLANTING A SEED
REFRAME
CLOSE
AGREE
ASKING THE CORRECT QUESTIONS, MAPPING YOUR CALL.
SHIFTING THE CUSTOMER'S PERSPECTIVE, PERSONALIZING YOUR OFFER.
USING EFFICIENT ASSUMPTIVE LANGUAGE.
BUILDING A HUMANE CONNECTION WITH YOUR CUSTOMER
CONNECT THE DOTS
WHICH OF THE 3 IS A MORE IMPACTFUL PITCH
33%
25%
90%
wifi security plus
whole home wifi
speed upgrade
In this scenario, the agent was able to ask discovery/probing questions and pitched after the issue has been resolved.
In this scenario, the agent did not ask questions, but was able to deliver a perfect personalized offer.
No probing questions were asked, the agent only read through the features and benefits, but the agent used assumptive language.
THIS SHOWS US HOW IMPORTANT ARC METHOD IS, IN TERMS OF HIGHLIGHTING THE CALL FLOW.
customer personas: Phase 2
SALES PROFILING
BUDGET BALANCER
FOOLPROOF FOLLOWER
PEAK PERFORMER
SETTLED SIMPLIFIER
Wants savings and discounts, offers that can save them money.
Wants guidance and recommendations.
Wants performance and is a multiple device household.
These customers want simplicity and stability.
ASPIRATIONAL ADOPTER
Want cutting edge technology.
85% of purchases are emotional. The passion that storytelling causes is our ally in influencing the purchasing decisions of our audience.
why is asking probing questions important
the art of discovery
WHAT ARE THOSE EFFICIENT QUESTIONS YOU CAN ASK YOUR CUSTOMERS
+GUIDE
THE ART OF BUNDLING
MAXIMIZING THE VALUE: STOOL ANALOGY
ENHANCEMENT
MAXIMIZING DISCOUNTS
FOUNDATION
Speed Upgrade
VAS: WHWF + Wifi Security
Verizon: M+H and Forward
how to say it
BY BAKING IN THE STOOL ANALOGY WE CAN FULLY UNDERSTAND HOW IMPORTANT IT IS TO GET A FULL SET OF SERVICE.
reframe strategies
INCREASING THE PROBABILITY
REFRAMING THE OFFER
This is where we add in convincing phrases, social proof to ensure our adapt the customer persona in offering the product.
+info
I’m an awesome subtitle, ideal for giving more context about the topic at hand
leveraging price
MINIMIZING THE COST
$1.83
DAILY COST
MINIMIZE THE COST OF THE PRODUCT
BASE
MONTHLY PRICE
$54.99
HOW TO SAY IT
+info
maximizing the discount
annualize
GRANDFATHERED PRODUCTS
YOUTUBE TV
M + H AND VERIZON FORWARD
HOW TO SAY IT
+info
Settled Simplifier Core message: “This product keeps your life easy and predictable.” How to pitch: “It’s designed to be simple, stable, and hassle‑free.” “You won’t need to change your routine, it just works.” “Most customers choose it because it’s reliable and low‑maintenance.”
Budget Balancer Core message: “This gives you the best value for your money.” How to pitch: “This option saves you money without sacrificing quality.” “We have discounts, bundles, and cost‑saving plans you can take advantage of.” “Over time, it reduces your overall expenses.”
“Our Fiber 1GIG speed is only $54.99 per month, that’s just around $1.83 a day for lightning-fast internet that can power all your devices, smoother streaming, faster downloads, better gaming, and a stronger connection for the whole household. For less than the price of a cup of coffee a day, you’re getting our top-tier fiber experience.”
1. YouTube TV Offer “YTTV’s base price is $82.99 per month, but with Frontier you’ll enjoy an exclusive $10 discount, bringing it down to just $72.99 monthly, that’s only $876.00 for the year, giving you reliable savings which is $120, while enjoying your favorite live TV and streaming content.” 2. Security Savings “By upgrading from FTR Secure to Total Shield, you’ll save $5.99 every month that adds up to $71.88 in savings per year, while giving you enhanced protection and added peace of mind.” 3. M + H discount “If you link your Verizon Wireless with Frontier, you’ll receive a $15 monthly discount, that’s $180 in savings annually, simply by bundling your services and maximizing your value.”
Aspirational Adopter Core message: “This is the newest, most advanced option.” How to pitch: “It uses the latest technology and gives you premium advantages.” “You’ll get premium features that stand out from older models.” “If you like being ahead of the curve, this is the one.”
Peak Performer Core message: “This product delivers maximum performance.” How to pitch: “It’s built for speed, power, and multitasking.” “If you use multiple devices or need high output, this is ideal.” “You’ll notice the performance difference immediately.”
Foolproof Follower Core message: “Let me guide you, I’ll make this decision easy.” How to pitch: “Based on what you told me, this is the best fit.” “Most people in your situation choose this option.” “I’ll walk you through everything step by step.”