SCRIPT:

Agent: Thank you for Calling Verizon Wireless, this is Antoinette. How may I assist you today?
Customer: Good day this is Pauline and I’m looking for a cheaper plan in my account. What plan
do you have?
Agent: I understand that you would like the cheaper plan in your account. But before that can I
have your Full name, Account number, Address and Phone number?
Customer: I’m Pauline Perdiso. My address is 222 ELM St., Denver, Colorado, Zip: 54124. Acc.#
4569853275, and my phone number is 6235633365.
Agent: For confirming, you are Pauline Perdiso your address is 222 ELM St. Denver Colorado
with the Zip of 54124 your account number is 4569853275 and your phone number is
6235633365
Customer: Yeah, that's right.
Agent: Thank you for the information, Pauline would you mind if I hold the call for a minute? Let
me just take a look at your account.
Customer: Okay.
Agent: Thank you for waiting Pauline upon checking your account you are subscribed to our
Smartphone Single Line plan that costs 75$. And now you are looking for a cheaper plan?
Customer: Yes, if you have?
Agent: While checking your account, we have here a smartphone single line plan that costs $60
only with 200 minutes of call and 2GB of data for 24 months.
Customer: Oh, I see. Thank you for that information, Antoinette. Let me think first If I could get
that. And I will call again when I'm ready to change my plan.
Agent: Ok Pauline Would that be all for today?
Customer: Yes, that's it for now.
Agent: Let's go over the details, Today You called to ask for a cheaper plan. And there are no
changes made on your account.
Customer: Yes, that’s right thank you.
Agent: Thank you for calling Verizon Wireless. Again, this is Antoinette have a great day!

By: Pauline B. Perdiso and Antoinette M. Estrelles