Let’s refresh ourselves on the great value our premium products — Sky Sports and Sky Cinema — bring to our customers.
If you’re confident talking about these packages, now’s your chance to share your hints, tips, and what works well for you.
Group discussion
Discuss and list as many value points as you can for Sky Sports and Sky Cinema.
Share your best hints and tips for how you introduce and talk about them with customers
Sky Sports continues to be the home of the biggest and best live sport — giving our customers access to more of what they love.
We've secured most major sports rights through to the end of the decade, including:
Last year, we launched Sky Sports+,giving our customers more choice than ever before — with 50% more sport at no extra cost for Sky Sports subscribers.
Here’s what they can enjoy:
Sky Cinema brings our customers more of the latest blockbusters than anywhere else. Here’s what we delivered this year:
You’ve recently completed the Home Service: Sales Through Service eLearning, which reminded us of what it takes to do the right thing for our customers and sell well.
In this quick-fire quiz, we’ll check your understanding of the key points from the learning.
How to play
Step 1: Read the question
Step 2: Buzz in raise or your hand — the first team to answer correctly wins the point
Step 3: Discuss the answer and explanation as a group
Ready? Let’s get started…
Read the information from the Sirius app, including the Key Facts and the Cancellation Notice
Get a clear verbal agreement from the customer. Make sure they understand the Key Facts and what they mean
Summarise the key information, explain any changes to their next and future bills, and ensure the customer is comfortable with everything you’ve shared
A vulnerable customer is someone who may be more susceptible to harm due to personal circumstances. Vulnerability can be temporary or permanent, vary from person to person, and isn’t always immediately obvious.
We have a responsibility to protect these customers and ensure we’re doing the right thing — that means never applying pressuring to make a sale.
Always look out for warning signs and treat every customer as an individual. Check the Customer Details in Sirius for any previously disclosed additional needs and adapt your approach accordingly.
Need more guidance?
Visit Supporting Vulnerable Customers on OneHelp for full details.
Different types of vulnerability
In your Home Service – Sales Through Service eLearning, you explored different the types of vulnerabilities.
What types of vulnerability can you remember?
Group discussion
Could this vulnerability be temporary, permanent, or hidden?
What examples can you think of for each type?
What might a customer say or do that indicates they may need additional support?
Let’s apply what we’ve learned to decide the right course of action in a real customer scenario.
Customer story
You’ve fixed the customers issue, and during your visit, they’ve shared the following:
Group discussion
What is the right thing to do for this customer?
What do you need to consider?
Using CARE to recognise vulnerability
The CARE structure can help you identify when a customer may need extra support. Here’s what to look out for:
Use these signs to guide your approach and ensure you’re doing the right thing by offering clear, patient support.
In today’s session, we looked at how to confidently talk about the value of Sky Sports and Sky Cinema, while always making sure we do the right thing for our customers.
Today we covered:
Sky Sports and Sky Cinema deliver incredible value. From exclusive sports rights to blockbuster premieres and more. Use these value-led talking points and hints and tips to have meaningful customer conversations
Staying compliant matters. We checked our understanding of what it means to stay compliant when making a sale — it's not just about making the sale, it’s about ensuring the customer fully understands and that it’s the right choice for them
Vulnerability can affect anyone. Use the CARE structure (Comprehend, Assess, Retain, Evaluate) to spot when a customer might need extra time, clarity, or support
Great service is ethical service. Trust is built through openness, transparent, and treating every customer as an individual
Next steps:
Reflect on what you’ve learned and how you’ll apply it in your customer conversations
Keep building your knowledge and confidence, supporting your team to deliver great customer experiences
Always take a moment to reflect on whether the offer is right for your customer
Remember, this is just the beginning. Keep building on these insights and bring them into to your 1-2-1s for further discussion.