For Mobile Services

• "What are you currently using for your mobile service?"
• "How much data do you typically use each month?"
• "Do you make a lot of calls? Local or international?"
• "Are you looking for a new device as well?"
• "Do you travel frequently? Within the region or internationally?"
• "Is this for personal use, business, or both?"
• "How many lines do you need? Just for yourself or family members too?"
• "What's most important to you: price, data allowance, or coverage?"

For Broadband Services

• "What's your current internet situation?"
• "How many people in your household use the internet?"
• "What do you mainly use the internet for? Streaming, gaming, work?"
• "Do you work from home? Need video conferencing?"
• "Have you experienced any issues with your current provider?"
• "What speed are you looking for?"
• "Do you have any smart home devices or gaming consoles?"
• "Are you interested in bundling with mobile service?"

Example: Mobile Plans

• Good - Standard Plan ($49/month): "This gives you 50GB which is perfect for regular use - social media, emails, some streaming. You'll have unlimited calls and texts."
• Better - Premium Plan ($79/month): "This is our most popular choice. You get 150GB so you never have to think about data, plus free roaming in ASEAN countries if you travel, and priority support."
• Best - Unlimited Plan ($99/month): "For someone who uses their phone heavily like you mentioned, this gives you complete peace of mind. Truly unlimited data, international calling to 30+ countries, and premium support."

Example: Broadband

• Good - Fiber 500 ($59/month): "This handles everything you mentioned - 4K streaming, video calls, multiple devices. Perfect for your household of 3-4 people."
• Better - Fiber 1Gig ($79/month): "This is what I'd recommend. You mentioned gaming and your kids' online learning - this ensures everyone gets the speed they need simultaneously. Plus you get the advanced security suite included."
• Best - Fiber 2Gig ($119/month): "If you want the absolute best and fastest experience, this is it. With your work-from-home setup and the smart home devices, this gives you maximum performance."

Price Objection: "It's too expensive"

• Acknowledge: "I understand you want to make sure you're getting good value for your money."
• Clarify: "When you say expensive, are you comparing to your current bill, or is it more about your budget?"
• Respond: "Let me break down what you're actually getting... [explain value]. If price is the main concern, we do have our Standard plan at $49 which gives you [features]. Would you like me to explain that option?"
• Alternative: "What if I could show you how to save money by bundling your mobile and broadband? That would bring your cost down to..."

Comparison Objection: "Competitor offers more for less"

• Acknowledge: "It's smart that you're comparing options."
• Clarify: "Just so I understand, what specific offer are you comparing this to?"
• Respond: "Let's compare what's actually included... [highlight superior features, coverage, support, no hidden fees]. While their advertised price might be lower, when you add [feature X and Y] that we include for free, you're actually paying more with them."
• Value points: "What we hear from customers who switched from [competitor] is that our network coverage is more reliable, and our customer support is actually available 24/7, not just email."

Contract Objection: "I don't want to be locked in for 24 months"

• Acknowledge: "I understand wanting flexibility."
• Clarify: "What specifically concerns you about the contract?"
• Respond: "The benefit of the contract is that your rate is guaranteed - it won't go up for 2 years. We do have 12-month options available, though the monthly rate would be $10 higher. Let me show you the comparison..."
• Reframe: "Think about it this way - you're probably not planning to switch providers every few months anyway, right? The contract just locks in this great promotional price that you wouldn't get otherwise."

Coverage Objection: "I heard your coverage isn't good in my area"

• Acknowledge: "Coverage is definitely important."
• Clarify: "Where specifically are you having concerns? Home, work, or when traveling?"
• Respond: "Let me check our coverage map for your exact address... [check system]. Good news - you're in a strong 5G coverage area. We also offer WiFi calling free, so even indoors you'll have great coverage."
• Offer proof: "We have a 14-day trial period. If you're not satisfied with coverage, you can return everything for a full refund. Does that address your concern?"

Timing Objection: "I need to think about it"

• Acknowledge: "That's completely reasonable."
• Clarify: "Just to help me understand - is there something specific you'd like to think about, or information you need that I haven't provided?"
• Respond: "Let me make sure I've answered all your questions... [address any gaps]. Is there anything holding you back from moving forward today?"
• Urgency: "I totally understand. Just so you know, this promotion ends [date], and we're seeing high demand for [device/plan]. I'd hate for you to miss out. Would it help if I reserve this for you for 24 hours while you decide?"

Current Provider Objection: "I've been with my current provider for years"

• Acknowledge: "Loyalty is valuable, and I respect that."
• Clarify: "Are you happy with everything they provide? Service, price, support?"
• Respond: "I hear you. The thing is, sometimes being a long-time customer means you're on an older, more expensive plan. Newer customers often get better deals. That's not right, is it? We actually reward loyalty here - after 2 years you get a 10% discount on any upgrade."
• Future focus: "You've been loyal to them - but have they been loyal to you with the best prices and latest features? Let's look at what you're actually getting vs. what you could have..."

Device Objection: "I don't need a new phone"

• Acknowledge: "No problem at all."
• Clarify: "Is your current phone working well for you?"
• Respond: "You can absolutely bring your own device. Let me check if it's compatible... [check IMEI]. Perfect, it works with our network. You can just get the SIM-only plan. That actually saves you money - the plan is $10 cheaper without a device."
• Alternative: "While you don't need one, we do have some great trade-in offers right now. Your current phone might be worth $[amount] toward a new one. Want me to check?"

Assumptive Close

Assume the sale and move to next steps:

• "Great! Let me just get a few details to get you set up..."
• "Perfect. Would you prefer the black or blue device?"
• "Excellent choice. Let me process this for you now..."

Alternative Close

Give two positive choices:

• "Would you prefer the 12-month or 24-month contract?"
• "Should we go with the Premium plan or the Unlimited?"
• "Would you like to activate this today or schedule for tomorrow?"

Summary Close

Recap all benefits and confirm:

• "So you're getting 150GB data, free roaming, device insurance, all for $79/month - and you save $200 with the current promotion. Should we go ahead?"
• "Let me make sure I have everything you want: Fiber 1Gig, WiFi 6E router, installation next Tuesday. That's $79/month locked in for 24 months. Ready to proceed?"

Urgency Close

Create appropriate urgency:

• "This promotion ends December 31st. Shall we lock this in for you today?"
• "We have limited stock of this device in blue. I can reserve one for you now if you'd like?"
• "Installation slots are filling up fast for next week. Should I book yours now?"