Were Going Fishing:
- VERIFY THE INFORMATION
- serial number of the system
- previous service request
- has returned with the same issue
- is the customer using the system that is in issue
What you need to know
Warranty:
- Please hold while i verify the information you have provided us.
- _____ is this the (serial number/service request) of the system that
is in issue, XXXXXXXXXX, is this correct?
- I have checked the information of your system and i have verified
that you only have
XXX days left on your warranty, are you aware of this ________?
- Shall we upgrade the warranty after I provide a resolution for the
system in issue?
- _____ to have continous support on the system we should upgrade the
warranty, for you not to have difficulties in acquiring support ?
- _____ it shall be advantageous for you upgrade the warranty of the
system now, and i will be glad process this for you
after providing a resolution to the issue.
Norton Anti-Virus (NAV)
- When have you done a last full system scan for viruses on the system,
are you aware that the anti-virus that came with the system is
a 90 day trial version?
- -------- updating is different from upgrading, updating means getting
the latest anti-virus definitions and the one that came
with the system is only good for 90 days and will not, and cannot
remove new virus definitions, while on the other hand
upgrading the anti-virus on the system is having a newer version that
can detect and remove new virus definitions
that is the main cause of unstable operating system and system
crashes.
- -------- do you know that upgraded version of the anti-virus that
came with the system can detect and remove new virus definitions
that can infect and corrupt the system that may lead to system
crashes?
- -------- this is a common misconception, the anti-virus that came
with the system is a trial version for you to evaluate and decide whether
to
upgrade or have another anti-virus that you should prefer to use to
protect the system, shall i look and give our recommendation
on which option of upgrade to have now?
- A word of caution the trial version of the anti-virus that came with
the system will only update to the basic virus definitions and that is
only
for a 90 day evaluation period on which it shall prompt to upgrade
it, have you upgrade your virus protection?
- Common system unstability, device malfunctions is caused by viruses
that your current anti-virus does not derect
and therefore cannot be removed on your system, are you aware of this
________ , shall we upgrade that virus protection now,
prevention is better than cure, would'nt you agree?
Memory
- In checking your account and system information, I have verified that
you only have XXXMB on the system, and after evaluating
your overall system perfomance i have found out that the best
way to improve this is to upgrade the memory, as a Technical Support
would you like my free recommendation to improve it?
- Are you aware that upgrading the system memory will improve the
overall performance, on burning or writing disk,
opening multiple programs or applications, playing online games or
memory extensive games, surfing the internet and browsing,
would'nt you agree that making this upgrade now is the best upgrade
to have?
- Common system lock-ups is caused by low memory allocation on the task
or application you are trying to use, in upgrading the system
memory this will eliminate the cause in downside of performance,
shall we upgrade that overall performance now?
- (1) While I was verifying your system information, I see that you
still have ___ vacant memory slots on the system, is this correct?
- (2) Did you know that upgrading or maximazing the memory of the
system will improve it's overall performance, making it faster and
stable, and will prolong the life of the hardware and system.
- I see that the issue you have has a direct connection on upgrading
the system memory, the inability of some of the devices on the system
to function properly depends on the upgrades you have made, adding
softwares or applications that uses memory allocation decreases
the system performance, would'nt you agree that making this upgrade
now is important?
Spywares
(1)- _____ are you aware of the danger of having spywares on the
system, spywares on the system causes the system to decrease it's
performance and will cause computer lock-ups.
(2)- _____ what do you have for spyware detection and removal, and when
did you do a last full system scan for spywares, if you do not
have this protection on your computer, would'nt you agree that
getting this protection is important?
(when a customer has a downloaded spyware protection this should make
them agree with you)
Customer - I downloaded a free spyware protection ________ ( whatever
that is ? )
( say this to get them over to your side )
- ______ are you aware that makers of free spyware protection are
spywares themselves, the application you downloaded requires support
from other internet sites or advertisers, in having this so called
free spyware protection, you'll be giving access to those advertisers
and internet sites on your system.
- ______ Did you know that Spywares are script of programs or
application that can enter your system when you are in the internet,
this could corrupt the system and could lead to data loss and
eventually system crashes, is your system protected?
- In checking the issue of the system, I have found out that the error
you are having is directly connected to a spyware infecting the system,
and if you should continue to have this issue this it eventually lead
to system crash, do you have a spyware detector or remover?
(1)- ______ web based spyware programs can only protect and scan your
system while your in there site,
this is a misconception that you have protection, in having a
system based spyware
protection you can be assured that the system is protected in
and out of the internet.
(2)-______ would like to have that protection now?
(1)- Are you aware that having spyware corruption on the system can
effect the functionality of the devices, application and Windows
that is installed in the system that eventually lead to system
and device malfunction and system crashes, what do you have that will
protect you from this instances?
(2)- shall we look and process an order for that protection now?
Answers By Gateway (ABG)
- ______ i have determined that the issue is not of system based but
of software configuration, as much i would love to help you
on this matter i have limited resources to give you an exact
resolution to the issue, this would be best answered by our second level
technicians that is called Answers by Gateway, they could address
your "how to" questions and walk you thru in configurations,
it would be like having your own computer tutorial instructor 24/7,
365 days a year,whatever season or reason ,
would you like me to process an order for you?
- As much as i would love to help you this would be out of my scope of
support, but i could give you another option that is called
Answers By Gateway this is our second level technician who have the
resources to address the issue,
would you like me to process an order for you?
System Sale
(1)- I see that you want to upgrade the operating system or the windows
of your system, it's a good thing that you have contacted us before
you did the upgrade, are you aware that upgrading the operating
system of the computer migth cause some of the devices not to function,
due to driver incompatability or the hardware that does not
support the operating system or the Windows you want to upgrade to'?
(2)- In determining the upgrades for your system, I have found out that
the cost of the upgrade would be $XXX.XX and that having a newer
system that can support high-end devices would just cost you
$XXX.XX, I would suggest you to have the newer system, would you like
me to assist you in looking for a system that would fit your
requirements?
(1)- I have checked the system on and the application that you are
trying to run and found out that the computer does not meet the system
requirements of the software, you would have to upgrade several
devices on the computer like the following, video card, memory,
and sound card?
(2)- the cost of the upgrade will be almost in the range of a new
system, would you like me instead to look for a new system that supports
and can run newer application that would cost you just the
same?