Inbound Call: "Thank you for calling LFT Fiber, my name is [CSR Name]. How can I help you today?"

If inquiring about new service: "I can definitely help you with that! To start, could I get your full service address?"

After getting address: "Thank you. And to ensure we can stay in touch if we get disconnected, or to send you information after our call, could I also get your best email address and a good callback number?"

CSR: "Okay, I'm checking that address for you now..."

If Serviceable: "Great news! Your address is serviceable. To make sure I recommend the best options for you, could I ask a few questions about what you're looking for and your current setup?"

If Not Serviceable: "I've checked that address, and unfortunately, it appears LFT Fiber service is not available there at this moment. We are constantly expanding our network, though. Since I have your contact information, would you like me to make a note to notify you if service becomes available in your area in the future?"

After confirming serviceability (Inbound Call): "I understand you're looking for information about our services. I can definitely help with that! To make sure I recommend the best options for you, could I ask a few questions about what you're looking for and your current setup?"

Outbound Call (Lead Follow-up): "Hello, this is [CSR Name] calling from LFT Fiber regarding your interest in our services. How are you doing today? To start, could I confirm your service address is [Confirm Address from Lead Info]? And is [Confirm Email/Phone] the best way to reach you if needed?" (If address/contact info not confirmed, ask for it to check serviceability first). "Great, I'd like to understand your needs better so I can explain how our services might be a great fit for you."

Scripted Questions:

• "To start, who is your current provider for internet, TV, and perhaps phone services?"
• "What do you generally like or dislike about your current services? For instance, are there any frustrations with speed, reliability, channel selection, or customer service?"
• "Are you experiencing any specific issues like slow internet during peak hours, video buffering, a limited selection of channels you actually watch, or perhaps feeling like you're overpaying?"
• "If you could change one thing about your current internet or TV experience, what would that be?"

Scripted Questions:

• "How many people in your household use the internet regularly?"
• "What kinds of activities do you and your family typically use the internet for? For example, is it mostly for streaming movies and TV shows, online gaming, working or studying from home, frequent video calls, general web browsing, or do you have many smart home devices connected?"
• "Do you ever find your current internet speed isn't quite fast enough for these activities, or do you notice slowdowns when multiple people are online at the same time?"

Scripted Questions:

• "When it comes to TV, what are some of your must-have channels or types of programming? Are you big on sports, movies, news, family shows, or something else?"
• "How many TVs do you typically watch programming on in your home?"
• "Do you currently use a DVR or recording service? How important is it for you to be able to record shows and watch them later?"
• "Are you interested in being able to access popular streaming apps like Netflix, Hulu, or others directly through your TV service for convenience?"

Scripted Questions:

• "Do you currently have a home phone line? Is this a service you're looking to keep, or perhaps add for reliable communication?"
• "If so, what features are important to you in a home phone service? For instance, do you use Caller ID, Voicemail, or features like Call Waiting?"

Scripted Questions:

• "Are you interested in exploring how bundling your internet, TV, and perhaps phone services with LFT Fiber could simplify your billing and potentially offer the best overall value?"
• "Many of our customers find great value and convenience in getting all their services from one provider, with one bill to manage. Is that something that might appeal to you?"

"One of the best things about LFT Fiber is our Everyday Price Promise. This means you get straightforward, transparent pricing with No Contracts, Unlimited Data, and Symmetrical Speeds – so your upload speed is just as fast as your download. This means no surprise price hikes after an introductory period and no long-term commitments tying you down."

"Our 500 Mbps fiber internet plan is fantastic for most households. It’s perfect for streaming HD and 4K content on multiple devices simultaneously, engaging in online gaming without lag, and ensuring smooth video conferencing for work or school. This plan is available for just $65.00/month."

"If you have a household with very heavy internet users – for example, multiple people streaming 4K video, serious online gamers, numerous smart home devices, or if you work from home and frequently transfer large files or rely on ultra-responsive connections – our 1 Gbps (Gigabit) plan offers incredible performance and capacity. This ensures everyone can be online doing what they need without any slowdowns or buffering, all for $85.00/month."

"To ensure you get the best possible performance from our fiber connection throughout your entire home, we offer our advanced WiFi Service for only $15.00/month. It's important to make sure your router is capable of handling the high speeds you're getting with our fiber service, and our routers are fully supported and optimized for our network. This includes a high-performance router specifically designed to maximize your coverage and speed, so all your devices connect seamlessly. Professional installation by our expert technicians is just a one-time fee of $50.00 to get everything set up perfectly. Self-installation for our WiFi router and connecTV streaming box may also be available in select areas, if you prefer that option."

"LFT Fiber's connecTV isn't just traditional TV; it's an advanced television service that delivers your favorite live TV channels and a wide array of on-demand content. A great feature is the convenience of being able to access it across multiple devices. Plus, you can even access your favorite streaming apps like Netflix or Prime Video right through our connecTV service, simplifying your entertainment setup!"

"Our connecTV Basic package is a great starting point, giving you 20+ essential channels, including your local broadcast networks, for $44.45/month. This price includes the Broadcast Surcharge. It also comes standard with 50 Cloud DVR hours for recording your favorite shows and allows for 3 simultaneous streams within your home."

"For a much wider variety of entertainment, our connecTV Expanded package is very popular. It offers 140+ channels, including many sought-after cable networks covering sports, movies, news, and family programming, for $108.45/month, which includes the Broadcast Surcharge. This also comes with 50 Cloud DVR hours and 3 simultaneous streams."

"Our most comprehensive TV experience is connecTV Plus. This package delivers over 240+ channels, giving you an extensive range of programming options for virtually every interest, priced at $130.45/month, including the Broadcast Surcharge. And just like the other packages, it includes the 50 Cloud DVR hours and 3 simultaneous streams."

"To bring the full connecTV experience to each of your TVs, we have our sleek connecTV streaming box. It's available for just $8.00/month per device. This is a powerful device, often providing a smoother and faster experience than what you might find with a typical streaming stick or even some smart TVs. After an easy initial setup, it takes you right into the connecTV experience, much like traditional TV, but also gives you convenient access to your favorite streaming apps all in one place. Plus, using our streaming box is the best way to ensure you're always up-to-date with the latest features and improvements we roll out to the connecTV service, as it's fully supported by our team."

"All our connecTV packages come standard with a generous 50 hours of Cloud DVR storage and support for 3 simultaneous streams. If you find you need more recording capacity, you can easily add an additional 50 DVR hours for just $5.00/month. You can add multiple blocks of 50 hours if needed, so if you're a family that records a lot, we can customize the storage to fit your needs."

"Ever tuned in a few minutes late to your favorite show or a big game? With our fantastic Restart TV feature, available on many channels, you can virtually go back in time (up to 24 hours) to watch programs from the very beginning! No more missing those crucial opening scenes."

"Another great benefit included with your connecTV service is WatchTVEverywhere. This allows you to log into many of your favorite networks' websites and apps using your LFT Fiber credentials and stream their on-demand content on your computer, tablet, or smartphone, often at no extra charge. This means you get even more value and more ways to watch the shows you love, wherever you are."

"We also offer a wide range of premium channels you can add to any connecTV package to further tailor your entertainment. For example:

• You can get all the exclusive series, blockbuster movies, and specials with HBO for $15.50/month.
• Enjoy a variety of hit movies and original series with Cinemax for $11.25/month.
• Stream premium exclusive HBO series, Max Originals, movies, and more with Max for $16.50/month.
• Explore classic and contemporary films with the MGM+ channel suite for $6.50/month.
• Watch critically acclaimed series and films on Paramount+ with SHOWTIME for $10.99/month.
• Or get hit movies and compelling original series with STARZ for $8.75/month and STARZENCORE for $3.50/month."

"If you love a variety of premium content, our Premiums Bundle is a great option. You get 40 premium channels, including HBO, Cinemax, Paramount+ with SHOWTIME, Starz, and StarzEncore, all for just $50.00/month."

"For the sports fans in your household, our Sports Package is a must-have. It includes 25 sports channels like NFL RedZone (during the season), FOX Sports, MLB Network, Stadium College Sports, and more, all for $14.95/month. If you're primarily interested in NFL RedZone to catch every touchdown from every game on Sundays, that's also available seasonally for $56.00 for the entire season."

"We also offer a Hispanic Package which includes 8 popular Spanish-language channels such as TR35, Telemundo, Universo, and Discovery en Español, for only $9.95/month."

"For reliable home phone service, our Basic Line is just $15.95/month. This isn't just a dial tone; it includes valuable features like 3-Way Calling, Call Waiting, Anonymous Call Rejection, and even a Home Intercom feature for communication within your house. Plus, long-distance calls within the Continental US are only 5 cents per minute."

"To complete your home phone setup, you can also add Caller-ID for an additional $6.00/month and Voicemail for $5.00/month."

"By bundling your LFT Fiber Internet, connecTV, and Phone services, you not only get the convenience of one simple bill from a single provider but also often access the best overall value. We can look at a customized bundle that fits everything you need, ensuring you get top-tier service for all your communication and entertainment needs."

"For example, if you were interested in the 1 Gbps Internet for its incredible speed and our connecTV Expanded package for its wide channel selection, we can combine those. If you decide to add our reliable home phone service to that, it creates a complete solution. Let me calculate what that would look like for you based on what we've discussed."

"I understand that budget is an important consideration. Could you share what you were comparing our price to, or what sort of budget you had in mind for these services? It's worth remembering that LFT Fiber offers exceptional value with our advanced fiber optic technology, which provides symmetrical upload and download speeds, truly unlimited data, and the freedom of no contracts. Perhaps we could look at a different TV package, like connecTV Basic if you're considering TV, or ensure we'veselected the internet speed that precisely matches your essential needs, to see if we can find a combination that feels more comfortable for your budget?"

"That's perfectly understandable, and it's great that you've had a satisfactory experience. Many of our current customers felt the same way before they experienced the tangible differences with LFT Fiber. We're a local provider right here in Lafayette, and our customer service team are your neighbors, dedicated to providing the best support. Beyond that, our fiber optic technology offers consistent reliability and symmetrical internet speeds – meaning your uploads are as fast as your downloads, which is a game-changer for video calls or sharing large files. Also, our connecTV platform offers some really modern features like Restart TV and integrated streaming apps. What aspects of your current service do you value the most? Perhaps we can show you how LFT Fiber not only matches those but enhances them with the benefit of local service and cutting-edge technology."

Speed: "I appreciate that, and our goal is definitely to match you with the *right* speed for your needs, not just sell you the highest tier. Based on your typical internet usage that you described, such as [mention customer's specific activities from discovery], our 500 Mbps plan is actually designed to provide a consistently smooth and responsive experience without you overpaying for capacity you won't use. Would you like me to quickly re-confirm how that specific speed supports those activities effectively?"

Channels: "Absolutely, not everyone needs or wants hundreds of channels, and we understand that. That's precisely why we offer different tiers, like our connecTV Basic package, which provides 20+ essential local and popular channels at a very affordable price. Alternatively, we could focus on getting you the best possible internet experience with our fiber service, and you can continue to supplement that with your preferred standalone streaming services for specific content. What are the absolute must-have channels or types of programming for you and your family?"

Trial Close: "So, considering the 1 Gbps internet that will give you those incredibly fast symmetrical speeds we talked about for your work-from-home needs and online gaming, and the connecTV Expanded package which includes all your favorite sports and movie channels, does this overall solution sound like it meets what you're looking for?"

Direct Close: "Excellent! I'm glad we've found the perfect package of LFT Fiber services to meet your needs. Are you ready to set up your new LFT Fiber services today?"

"Great! To get the account set up, I'll just need to gather a few pieces of information. Could I get the full name you'd like on the account, the best contact phone number, and a good email address for confirmations and billing information?"

"Okay, [Customer Name], thank you for that information. So, just to confirm, we're setting you up today with:

• LFT Fiber's 1 Gbps Internet service at $85.00/month.
• Our connecTV Expanded package, which includes over 140 channels, at $108.45/month (this price includes the $16.50 Broadcast Surcharge).
• And the advanced WiFi Service for whole-home coverage at $15.00/month.
• Your estimated monthly total for these services, before other standard taxes and local fees, will be [calculate and state total: $85.00 + $108.45 + $15.00 = $208.45].
• And there's the one-time professional installation fee of $50.00.

"Also, please be aware that based on a soft credit check, a one-time deposit of [State Deposit Amount, if applicable, or state 'no deposit is required'] may be required."

Does that all sound correct and match what we discussed?"

"Wonderful. The next step is to find an installation date and time that works well for you. Our professional technician will bring all the necessary equipment and ensure everything is set up for optimal performance. We'll also quickly go over the service agreement details, which will be sent to your email. For payment of the first bill, which will include the installation fee and any applicable deposit, and for ongoing monthly service, how would you like to set that up? We offer [mention payment options, e.g., auto-pay with card/bank, online portal, etc.]."

"Thank you so much for choosing LFT Fiber, [Customer Name]! I'm genuinely excited for you to experience the speed and reliability of our 100% fiber optic network and the fantastic entertainment options with connecTV. We're thrilled to welcome you to the LFT Fiber family! Before we finish up, do you have any final questions for me at all?"