Preview
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
Exhibit 19
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
Streamlining the Migration Strategy in
Change Plan Task
Starting soon, you will see both full price and discount plan options in the "Change Plan" task
which will help to create an efficient, consistent and positive Customer experience in every
conversation.
Ɠ There is audio in this course.
Your Role
System Changes in CEP
Customer Scenario 1
Customer Scenario 2
When to Use Cancel Task
Wrap Up
[!] Check Your Knowledge
EXIT
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001766
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
Exit Course
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001767
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
Lesson 1 of 8
Your Role
Your role is to deliver a consistent and positive
Customer experience in every conversation
Focus on the Conversation
Customers contact us for many reasons. Sometimes they need information. Sometimes they have a
question about their bill. And sometimes they may need to change their plan. Whatever they need, and
wherever the conversation goes, you're ready to assist. You're able to do anything they ask because you
listen carefully to each Customer and focus on the conversation. That's how you ensure that every
Customer has a consistent and positive experience. Our goal is to drive the same experience for all
Customers, regardless of why they contact us.
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001768
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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So it's important to focus on the conversation... and let the system do the work!
We're streamlining the process -- so it's better for you!
The system will now serve up the best new full price or discount plan options based on the Customer's
data. That's right! We're streamlining this process so you can focus on the Customer and the
conversation.
C O NT I NU E
Only Use "Change Plan" Task
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001769
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
••
Starting soon, you will find all of the full price and discount options for migrating a
Customer in one task - "Change Plan".
Together we are on a journey to improve the Customer experience. You are a crucial part of this process!
With your feedback and expertise in communicating with our Customers, we gain important information to
continue to improve this process -- for our Customers, and for you.
C O NT I NU E
Your Strategy Boils Down to Three Things
Click the + below to read more
I
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001770
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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Keep Customers on Full Price
–
Often Customers just need to understand all of the features they currently have. This is where you come
in!
Build value by explaining the benefits of their plan and keep the Customer on the current plan or change
the term to a shorter one.
Only Use Change Plan Task
–
e
Only present offers that appear on screen, and always present the offers shown from left to right.
Trust the System
–
Our system is smart! All plans displayed are based on Customer information and are the best possible
options for each Customer. Trust the system! it'll do its job... every time. That'll leave you free to focus
on the Customer conversation!
Complete the content above before moving on.
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001771
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
Lesson 2 of 8
System Changes in CEP
Let's Review What's Changing
All Migration Offers Will Now Be Located In the "Change Plan"
task
You will soon see additional screens and full price and discount plan options in the "Change Plan" Task.
Let's watch this video to see the new flow in action.
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001772
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
C O NT I NU E
What does this mean?
You no longer need to open the "Cancel" task while working on finding the best plan change option for a
Customer!
All of the plan options are now in one shorter and more simplified flow within the "Change Plan" Task.
If the Customer doesn't accept the first offer option you present, you do not need to use the "Cancel"
task to find additional options -- the exact same ones are now available for you in "Change Plan" task!
If the Customer ultimately wants to cancel service, you now have the ability to do that from within the
"Change Plan" task.
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001773
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
Complete the content above before moving on.
<8
Now that you know what changes are coming, let's walk
through some conversations you might have with Customers
and see how the system will do the work for you.
C O NT I NU E
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001774
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
Lesson 3 of 8
Customer Scenario 1
Anna has the All Access plan and pays full price.
“Hi - I'm not happy with my current plan. It's too expensive
and I hardly even drive anymore. If you can't help me, I'm
going to have to cancel.”
Which task should you launch in the system?
0 Cancel
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001775
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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0 Change Plan
SUBMIT
C O NT I NU E
Working with Customers in the "Change Plan"
Task
After you launch the "Change Plan" task, the system presents recommended plans for the Customer.
Let's look at what the system would present for Anna:
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001776
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
Choose Subscription
e SERVtCE 10 HRC76AHG
CURRENT Pl.AN($) START DATE ENJOATE REASON LAST STREAMED
NICKNAME 2016 RAM
2500 Ou1ngePl..n NeverStte3med
Siri~1AJJAcoess - 1 Yur 06/2 1/2016
RECOMMENDED PLANS QUOTE
SiriusXM All Access SiriusXM Select SiriusXM Mostly Music .A Please 5elect a pa.. to get q.,ote
$21.99 pe, mo/1 $16.99 pe, m<>'I $12.99 pe, moll
O ~ Q O~ Q O ~ Q
m TERM OPTIONS
Term Options
~~:Price O □ 6) ~~~~I O □ 0 ~!:=~'% 0 □ Q
Cuartet1y - S66.Q7 (S203.88/y,) S155.88
for3months
~~=e,1, 0 □ Q ~!:~~~"" 0 □ Q
~~:Price O D O • S50.97 for 3 S38.Q7
Sem--AMual • mcn!M
S131.g4 for6
months ~~~~ual O □ 0
~~= 0 D Q fotSTT.04
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for6months
m DESCRIPTION
Description All Acee.» ind~ every ch.me! v,e The Selea package. inducfes a w.de Listen in your car or sue.im a se1ect:on
offer. Enjoy ad-free music. plus spom, selee-:ion of ad-&ee mus.)C, ~ - news, of ad-free music cham~s - rock. pop,
MYIS. talk. and comedy. Ctute your ta!k. and comedy channQJs. Get accus hip-hop. country. ja.u and dnsi~ -
own stations based on anists or son,gs to thousand s of sl'tows a.nd Videos On dut include exduwe live perlomunces.
you choose. Explore &riusXJ.fs vast Demand. Listen in yow cat. s:.re,;im at You11also hH r selea news. tax and
ra.ry of podcasts and exclu sive Video. home. online. and on you connected enter,.uvnent channe:s.
ListE:n in your car, s:.ream a1 home. homede~ces.
online. and en yourcom.ect~ home
deviCH.
m COMPARE PACKAGES
+awn+ MhM MditN
Which plan should you offer first?
RECOMMENDED PLANS
SiriusXM All Access SiriusXM Select SiriusXM Mostly Music
$21.99 per $16.99 permo'l $12.99 per
0 (g] Q 0 (g] Q 0 (g] Q
0 All Access
0 Select
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001777
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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0 Mostly Music
SUBMIT
“That's really not going to work for me. It's too expensive
and Howard Stern is the only channel I listen to. I really
need something that is less of a commitment.”
C O NT I NU E
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001778
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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Next steps
If Anna isn't interested in the plans you offer her on the Choose Subscription page, click "Next" on the
bottom of the Choose Subscription page and head to the Other Offers page.
Other Offers Page
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001779
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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on
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Other Offers
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CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001780
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
th
You scroll through the offers and think that All Access 12 months for $120 best option to present to Anna.
C O NT I NU E
“Hmm, no I don't think so -- that's still way too much for how
little I actually use the service.”
C O NT I NU E
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001781
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
Time to move on
Since Anna has declined your offer, check A "None Apply" and click "Next"
C O NT I NU E
Additional Offers
This might look familiar to the first Choose Subscription screen you saw earlier, but it's actually different!
It includes additional discount offers that weren't available on previous screens. These are the same
offers that you would find in the "Cancel" task, except now it's all in one flow.
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001782
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
12/20/2023
Choose Subscription
e SERVlCE ID HRC76AHG
CANCEL REASON LAST STREAMED
CURR(~ PlAN1S1 STAAT OATC CNO DA.TC
NICKHAME 2016 RAM
2500 ot Lis:ening :J\009 'At Al ever Streamed
SiriusXM AD Access - t Ye.v 06/21/2016
RECOMMENDED PLANS QUOTE
SiriusXM AUAccess SiriusXM Select SiriusXM Select A PMase se~t a plan to get quote
$11.99 per mo/1 2 $108 fo< l yur $40 fo,&-mo
0 ~ 6)
"5 % Savir,gs eoi. samgs
r:/1 TERM OPTIONS
Tenn Options S1riusXMAII
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S8 OOa month for 0 0 6) SiriusXM~
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Sli&4 12 months
58 ~. sa
,5 ~• Savings 1.1 ~~ Savings "'
SiriusXMAII
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SiriusXMS.~
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12months
S1 1 99lmofor
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r:/1 DESCRIPTION
Desaiption All Access o<:ludes evti'j channel Vie T ,e Se,lect ~ck.a.~e incllne5 a wide e Seleel pack.ge includes a w,cle
offer. En.JOY ad-free muse, plus spons, ~ too of ad-free music, sporu, news. se.«bOII of ad-free mvsic. sports, news,
news, la.!k. and cornE-1y. Crute your ~ and com!dy channels. GEt a1:ous ta and co~ channels GE: acc:eu
own s!atJOru ba..sed artISts 01 songs to mo sands of snov,s and videos On 10 lflousands of shows and videos On
you choose ExpJore SiriusXM's vu1 Demand Lis:en r. you, ca..r. stream at Oe.mand. Lis.:en r1 you, ear. S-?ru m at
tib~ry of podcuts a.nd v:clus111e video home, e, a.r.d on your connected hom-e. 0'\ir,e, W on your connec:ed
Lis:en yo r car. s:ream at home, homede¥1Ces. home de'IIC:es
online. and on your eon .ect~ home
dev11:es.
~ COMPARE PACKAGES
Which plan should you offer now?
I RECOMMENDED PlANS
Siriu UAttes.s SI u Se Si usX Se
$11.99 $108 $40
'• Sil - j
0 All Access $11.99 per month
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001783
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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0 Select $108 for 1 year
0 Select $40 for 6 months
SUBMIT
“No that won't work. Please just cancel my plan.”
C O NT I NU E
Time to Cancel Anna's Plan
Unfortunately, none of the options worked for Anna. All you need to do is click to the Other Offers page,
check A "None Apply" and click "Next". This will open up the cancel page.
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001784
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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e
Cheam .._
e •
0KioSlt Subscn~ 011,e, Often •
C:ipcun: CnuilAdchss Cn1e1r C:anaifat10n O:aa
Other Offers
Offers Select an Offer to Display Quote QUOTE
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SefectS6 .99amor'lhb 12n"Gnths
0 0 0 >
SelectS'9 .99amordlb6l!"llrlltts
0 0 0 >
Sdcc1$54 fcrSrros
0 0 0 >
Sclecl$ll .99all10tthfor8rnanltis
0 0 0 >
NI Accns 8 l"l0rllhs for S.SO
0 0 0 >
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0 0 0 >
Sdc!elS6 .99amcnhb8~s
0 0 0 >
Ptemmt StrNim.i9 ful
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0 0 0 >
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Chace ltip ttop,'R&B &re:1mn9
Ml:re-ilyb'S4_99 0 0 0 >
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rorS4.99 0 0 0 >
Oiocc- 0:n:sc Rodi Serc:.nmg
UonlllybS499 0 0 0 >
0-=ePqiStnianingMorchtyb
5499 0 0 0 >
-- +um:a+ Mifi.M M¥14M Nd:.1M
C O NT I NU E
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001785
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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Ensuring the Best Customer Experience for Anna
Now you will reach the Cancel page. Since this is all in one flow, it is much easier for both you and Anna
to quickly and efficiently get the result that she is looking for.
Of course we are sorry to see her go, but by making this process more efficient we improved Anna's
experience with SiriusXM.
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001786
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
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NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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Offer
~ . ACTIOHs v
Choose Cancelation Date Summary
SEJMCEID JilCK.NAIIE Pl.AN RCNCWALOATC CANCEL REASON
ttRC78AJ-tG 20USRAM2500 SmusXMAIAccm.s 1~r 04·15.'2022 NCll.lislarnngCnough'AlAII .. ICltllneoutfNt ($245.82)
US Molle Royatty fN (SS2.61)
cancetabon oan • ~r~ancST.un (D (S20.99)
~,012021 rn Toblpke CSJ1U 2)
8 O-Da11tbet--,Today'sDallt-,dRmwwalD311111.!1~
PrPIOUI 881anot S344 92
CumnlTtlneacbon (S3 19.32)
TotalCndltAmount S2S.60
C O NT I NU E
Wrap Up
As always we're looking for you to follow the offer strategy while using your best judgement on the
maximum number of offers to present to the Customer (usually 4 or 5 offers).
As you can see, having all of the possible offers available for you to present to Anna made the process
more efficient because you no longer need to launch the "Cancel" task; it can all be done in one place!
C O NT I NU E
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001787
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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Lesson 4 of 8
Customer Scenario 2
Matt has the Select plan and pays a discounted price.
“Hello, I have the Select plan and the price of my bill just
went up. I don't want to pay this higher rate, can you help
me out?”
Which task should you launch in the system?
0 Cancel
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001788
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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0 Change Plan
SUBMIT
Complete the content above before moving on.
Working with Customers in the "Change Plan"
Task
After you launch the "Change Plan" task, the system presents recommended plans for the Customer.
Let's look at what the system would present for Matt:
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001789
FILED: NEW YORK COUNTY CLERK 01/19/2024
12/20/2023 10:45
09:33 AM INDEX NO. 453325/2023
NYSCEF DOC. NO. 66
22 RECEIVED NYSCEF: 01/19/2024
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....,
Change Plan , ACTIONS v
Cnoo~ Rea-SDn ChooW! Subscripnon Cap:ure ~;ail A ddress .Send Text Message
Choose Subscription
SERVK:E ID 073487834020
CURRCNTPlANtS ! STAATOATC REASON LAST STREAMED
NICKNAME 2017
BIAW i3 Changer n eve!Sttu.med
Sirius Promo• Select• Monthly • (S4 W.:mo 07,'0 112020 10122/202 1
f0f'12mos)
SinusSelect-1mo-wActv 10./22/2021
RECOMMENDED PLANS QUOTE
Sirius Select Sirius Mostly Music
$16,99 P" moll $12,99 pmno/1
0 [8) Q 0 [8) Q
m TERM OPTIONS
Term Options SJtiusSelectFu11
Price Annual ODO ~::a~~t~u~ 0 0 0
(S20388/yr)
Sirius Select Full
Pnce Quarterly • ODO ~~~~~~ Music Q DO
S38W
S50i7f0t3
moolhs
~~~::sie o 0 0
~::~~~ o DO S77Q-4
-S10 l 9.C.fodl
mo,-lhs
m DESCRIPTION
Description Th-e Selee1 Pl(:ka.ge i n ~s a WJde Lis:en III your cv or stre.lffl a se1-e-ttion
~ of ad•frff music, -sports, news, of ad-free music char. .ea - rock. pop,
~ and comedy channels. Ge1 a~.ss hip-hop, cour :ry, jau and dass.,:al -
to thousands of sl"',ows and videos On tha1. r.clude :X sive live pedormances
Darland. l is:en in }'OUf CaJ, stream at Yoii d mo hu .r ~.SKt news, alk, .and
home. online. a.r.d on yourconow.:d ent:nainmem channels.
homedevx:es.
m COMPAREPACKAGES
MP.U•;+ Nkie'N Nfio❖N
Which plan should you offer first?
RECOMMENDED PLANS
• ·usSeled usic
$16. 9 ~ --· $12.99 ~
0 (BJ Q
0 Select
CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001790
FILED: NEW YORK COUNTY CLERK 01/19/2024
Preview
FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Exhibit 19 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Streamlining the Migration Strategy in Change Plan Task Starting soon, you will see both full price and discount plan options in the "Change Plan" task which will help to create an efficient, consistent and positive Customer experience in every conversation. Ɠ There is audio in this course. Your Role System Changes in CEP Customer Scenario 1 Customer Scenario 2 When to Use Cancel Task Wrap Up [!] Check Your Knowledge EXIT CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001766 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Exit Course CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001767 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Lesson 1 of 8 Your Role Your role is to deliver a consistent and positive Customer experience in every conversation Focus on the Conversation Customers contact us for many reasons. Sometimes they need information. Sometimes they have a question about their bill. And sometimes they may need to change their plan. Whatever they need, and wherever the conversation goes, you're ready to assist. You're able to do anything they ask because you listen carefully to each Customer and focus on the conversation. That's how you ensure that every Customer has a consistent and positive experience. Our goal is to drive the same experience for all Customers, regardless of why they contact us. CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001768 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 So it's important to focus on the conversation... and let the system do the work! We're streamlining the process -- so it's better for you! The system will now serve up the best new full price or discount plan options based on the Customer's data. That's right! We're streamlining this process so you can focus on the Customer and the conversation. C O NT I NU E Only Use "Change Plan" Task CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001769 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 •• Starting soon, you will find all of the full price and discount options for migrating a Customer in one task - "Change Plan". Together we are on a journey to improve the Customer experience. You are a crucial part of this process! With your feedback and expertise in communicating with our Customers, we gain important information to continue to improve this process -- for our Customers, and for you. C O NT I NU E Your Strategy Boils Down to Three Things Click the + below to read more I CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001770 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Keep Customers on Full Price – Often Customers just need to understand all of the features they currently have. This is where you come in! Build value by explaining the benefits of their plan and keep the Customer on the current plan or change the term to a shorter one. Only Use Change Plan Task – e Only present offers that appear on screen, and always present the offers shown from left to right. Trust the System – Our system is smart! All plans displayed are based on Customer information and are the best possible options for each Customer. Trust the system! it'll do its job... every time. That'll leave you free to focus on the Customer conversation! Complete the content above before moving on. CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001771 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Lesson 2 of 8 System Changes in CEP Let's Review What's Changing All Migration Offers Will Now Be Located In the "Change Plan" task You will soon see additional screens and full price and discount plan options in the "Change Plan" Task. Let's watch this video to see the new flow in action. CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001772 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 C O NT I NU E What does this mean? You no longer need to open the "Cancel" task while working on finding the best plan change option for a Customer! All of the plan options are now in one shorter and more simplified flow within the "Change Plan" Task. If the Customer doesn't accept the first offer option you present, you do not need to use the "Cancel" task to find additional options -- the exact same ones are now available for you in "Change Plan" task! If the Customer ultimately wants to cancel service, you now have the ability to do that from within the "Change Plan" task. CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001773 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Complete the content above before moving on. <8 Now that you know what changes are coming, let's walk through some conversations you might have with Customers and see how the system will do the work for you. C O NT I NU E CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001774 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Lesson 3 of 8 Customer Scenario 1 Anna has the All Access plan and pays full price. “Hi - I'm not happy with my current plan. It's too expensive and I hardly even drive anymore. If you can't help me, I'm going to have to cancel.” Which task should you launch in the system? 0 Cancel CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001775 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 0 Change Plan SUBMIT C O NT I NU E Working with Customers in the "Change Plan" Task After you launch the "Change Plan" task, the system presents recommended plans for the Customer. Let's look at what the system would present for Anna: CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001776 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Choose Subscription e SERVtCE 10 HRC76AHG CURRENT Pl.AN($) START DATE ENJOATE REASON LAST STREAMED NICKNAME 2016 RAM 2500 Ou1ngePl..n NeverStte3med Siri~1AJJAcoess - 1 Yur 06/2 1/2016 RECOMMENDED PLANS QUOTE SiriusXM All Access SiriusXM Select SiriusXM Mostly Music .A Please 5elect a pa.. to get q.,ote $21.99 pe, mo/1 $16.99 pe, m<>'I $12.99 pe, moll O ~ Q O~ Q O ~ Q m TERM OPTIONS Term Options ~~:Price O □ 6) ~~~~I O □ 0 ~!:=~'% 0 □ Q Cuartet1y - S66.Q7 (S203.88/y,) S155.88 for3months ~~=e,1, 0 □ Q ~!:~~~"" 0 □ Q ~~:Price O D O • S50.97 for 3 S38.Q7 Sem--AMual • mcn!M S131.g4 for6 months ~~~~ual O □ 0 ~~= 0 D Q fotSTT.04 Annual- S10 1.94 for6months m DESCRIPTION Description All Acee.» ind~ every ch.me! v,e The Selea package. inducfes a w.de Listen in your car or sue.im a se1ect:on offer. Enjoy ad-free music. plus spom, selee-:ion of ad-&ee mus.)C, ~ - news, of ad-free music cham~s - rock. pop, MYIS. talk. and comedy. Ctute your ta!k. and comedy channQJs. Get accus hip-hop. country. ja.u and dnsi~ - own stations based on anists or son,gs to thousand s of sl'tows a.nd Videos On dut include exduwe live perlomunces. you choose. Explore &riusXJ.fs vast Demand. Listen in yow cat. s:.re,;im at You11also hH r selea news. tax and ra.ry of podcasts and exclu sive Video. home. online. and on you connected enter,.uvnent channe:s. ListE:n in your car, s:.ream a1 home. homede~ces. online. and en yourcom.ect~ home deviCH. m COMPARE PACKAGES +awn+ MhM MditN Which plan should you offer first? RECOMMENDED PLANS SiriusXM All Access SiriusXM Select SiriusXM Mostly Music $21.99 per $16.99 permo'l $12.99 per 0 (g] Q 0 (g] Q 0 (g] Q 0 All Access 0 Select CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001777 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 0 Mostly Music SUBMIT “That's really not going to work for me. It's too expensive and Howard Stern is the only channel I listen to. I really need something that is less of a commitment.” C O NT I NU E CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001778 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Next steps If Anna isn't interested in the plans you offer her on the Choose Subscription page, click "Next" on the bottom of the Choose Subscription page and head to the Other Offers page. Other Offers Page CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001779 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Prascnt no men, than one di« an l1is J>39D ..i pn,aad ID.,., "'r.... o11ers on Change Plan I ICl1Dl5 ..., I 0 0 a - - . o - - ~ c . - o e ... • • Other Offers Offers Seed an Offer ID Display CluCJte QUOTE .-...ia,bS O DO > O 0 . . . _ -.. 1-1AT.,,;iwmcnl\ L ,t1"l □ > ~ t.••·-.,....... ~a.-.. O DO > ·- -~~... ,... ~,~s·, O DO > O DO > 0 0 0 > > > > ........ ~u-..~~~--- $< O DO > 0 0 0 > 0 0 0 > O DO > O DO > . .. O DO > O DO > O DO > ttallp l ....,,1;1'.!11&~ r t J' I~• O DO > ~ t ~ t r-'r t ~ I.__ tl "1'1A-,.I O DO > O DO > O DO > O DO > ■• 1 ·iM M · ·MMf:,,M CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001780 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 th You scroll through the offers and think that All Access 12 months for $120 best option to present to Anna. C O NT I NU E “Hmm, no I don't think so -- that's still way too much for how little I actually use the service.” C O NT I NU E CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001781 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Time to move on Since Anna has declined your offer, check A "None Apply" and click "Next" C O NT I NU E Additional Offers This might look familiar to the first Choose Subscription screen you saw earlier, but it's actually different! It includes additional discount offers that weren't available on previous screens. These are the same offers that you would find in the "Cancel" task, except now it's all in one flow. CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001782 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Choose Subscription e SERVlCE ID HRC76AHG CANCEL REASON LAST STREAMED CURR(~ PlAN1S1 STAAT OATC CNO DA.TC NICKHAME 2016 RAM 2500 ot Lis:ening :J\009 'At Al ever Streamed SiriusXM AD Access - t Ye.v 06/21/2016 RECOMMENDED PLANS QUOTE SiriusXM AUAccess SiriusXM Select SiriusXM Select A PMase se~t a plan to get quote $11.99 per mo/1 2 $108 fo< l yur $40 fo,&-mo 0 ~ 6) "5 % Savir,gs eoi. samgs r:/1 TERM OPTIONS Tenn Options S1riusXMAII Access• 12mo for 0 0 6) SiriusXM~I S8 OOa month for 0 0 6) SiriusXM~ S84for 12mos 0 0 6) Sli&4 12 months 58 ~. sa ,5 ~• Savings 1.1 ~~ Savings "' SiriusXMAII Aocm- 0 0 6) SiriusXM Se:k!ct S5'- for8mos 0 0 6) SiriusXMS.~ S6.Qg a month for 0 0 6) 12months S1 1 99lmofor Omo, '-7 ~. Savir-1s ss ,. sa ,s ~i Sa'lll"!gs "' ~9D~~~fot6 0 0 6) ~~~~n::1fOle 0 0 6) SiriusXMAII Aocess - 6mofof 0 0 6) mor.ths mor.ths S72 '-7 ~. Savings ss i. Samgs "5 %. Saw,g,s r:/1 DESCRIPTION Desaiption All Access o<:ludes evti'j channel Vie T ,e Se,lect ~ck.a.~e incllne5 a wide e Seleel pack.ge includes a w,cle offer. En.JOY ad-free muse, plus spons, ~ too of ad-free music, sporu, news. se.«bOII of ad-free mvsic. sports, news, news, la.!k. and cornE-1y. Crute your ~ and com!dy channels. GEt a1:ous ta and co~ channels GE: acc:eu own s!atJOru ba..sed artISts 01 songs to mo sands of snov,s and videos On 10 lflousands of shows and videos On you choose ExpJore SiriusXM's vu1 Demand Lis:en r. you, ca..r. stream at Oe.mand. Lis.:en r1 you, ear. S-?ru m at tib~ry of podcuts a.nd v:clus111e video home, e, a.r.d on your connected hom-e. 0'\ir,e, W on your connec:ed Lis:en yo r car. s:ream at home, homede¥1Ces. home de'IIC:es online. and on your eon .ect~ home dev11:es. ~ COMPARE PACKAGES Which plan should you offer now? I RECOMMENDED PlANS Siriu UAttes.s SI u Se Si usX Se $11.99 $108 $40 '• Sil - j 0 All Access $11.99 per month CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001783 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 0 Select $108 for 1 year 0 Select $40 for 6 months SUBMIT “No that won't work. Please just cancel my plan.” C O NT I NU E Time to Cancel Anna's Plan Unfortunately, none of the options worked for Anna. All you need to do is click to the Other Offers page, check A "None Apply" and click "Next". This will open up the cancel page. CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001784 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 e Cheam .._ e • 0KioSlt Subscn~ 011,e, Often • C:ipcun: CnuilAdchss Cn1e1r C:anaifat10n O:aa Other Offers Offers Select an Offer to Display Quote QUOTE M!Acces: 12rnartth farS120 0 0 0 > ·-•-•f>lllltogol.,oa Sdecl 58 99.:i morchlor 12 monlhs 0 0 0 > Selecl57.99amiir'lhb12month5 0 0 0 > SefectS6 .99amor'lhb 12n"Gnths 0 0 0 > SelectS'9 .99amordlb6l!"llrlltts 0 0 0 > Sdcc1$54 fcrSrros 0 0 0 > Sclecl$ll .99all10tthfor8rnanltis 0 0 0 > NI Accns 8 l"l0rllhs for S.SO 0 0 0 > SefcctS7.99amiir'lhfor8manif,s 0 0 0 > Sdc!elS6 .99amcnhb8~s 0 0 0 > Ptemmt StrNim.i9 ful Monlhlyb S13 Pr1011 0 0 0 > Cssenlid StreSTq ~ b sa 0 0 0 > ~ Current Rodi: SUcanung Uonlhly b S4 99 0 0 0 > Chace ltip ttop,'R&B &re:1mn9 Ml:re-ilyb'S4_99 0 0 0 > Chace Ccu!lry Scre:wnnir Monlhly rorS4.99 0 0 0 > Oiocc- 0:n:sc Rodi Serc:.nmg UonlllybS499 0 0 0 > 0-=ePqiStnianingMorchtyb 5499 0 0 0 > -- +um:a+ Mifi.M M¥14M Nd:.1M C O NT I NU E CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001785 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Ensuring the Best Customer Experience for Anna Now you will reach the Cancel page. Since this is all in one flow, it is much easier for both you and Anna to quickly and efficiently get the result that she is looking for. Of course we are sorry to see her go, but by making this process more efficient we improved Anna's experience with SiriusXM. CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001786 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Offer ~ . ACTIOHs v Choose Cancelation Date Summary SEJMCEID JilCK.NAIIE Pl.AN RCNCWALOATC CANCEL REASON ttRC78AJ-tG 20USRAM2500 SmusXMAIAccm.s 1~r 04·15.'2022 NCll.lislarnngCnough'AlAII .. ICltllneoutfNt ($245.82) US Molle Royatty fN (SS2.61) cancetabon oan • ~r~ancST.un (D (S20.99) ~,012021 rn Toblpke CSJ1U 2) 8 O-Da11tbet--,Today'sDallt-,dRmwwalD311111.!1~ PrPIOUI 881anot S344 92 CumnlTtlneacbon (S3 19.32) TotalCndltAmount S2S.60 C O NT I NU E Wrap Up As always we're looking for you to follow the offer strategy while using your best judgement on the maximum number of offers to present to the Customer (usually 4 or 5 offers). As you can see, having all of the possible offers available for you to present to Anna made the process more efficient because you no longer need to launch the "Cancel" task; it can all be done in one place! C O NT I NU E CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001787 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 Lesson 4 of 8 Customer Scenario 2 Matt has the Select plan and pays a discounted price. “Hello, I have the Select plan and the price of my bill just went up. I don't want to pay this higher rate, can you help me out?” Which task should you launch in the system? 0 Cancel CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001788 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 0 Change Plan SUBMIT Complete the content above before moving on. Working with Customers in the "Change Plan" Task After you launch the "Change Plan" task, the system presents recommended plans for the Customer. Let's look at what the system would present for Matt: CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001789 FILED: NEW YORK COUNTY CLERK 01/19/2024 12/20/2023 10:45 09:33 AM INDEX NO. 453325/2023 NYSCEF DOC. NO. 66 22 RECEIVED NYSCEF: 01/19/2024 12/20/2023 ...., Change Plan , ACTIONS v Cnoo~ Rea-SDn ChooW! Subscripnon Cap:ure ~;ail A ddress .Send Text Message Choose Subscription SERVK:E ID 073487834020 CURRCNTPlANtS ! STAATOATC REASON LAST STREAMED NICKNAME 2017 BIAW i3 Changer n eve!Sttu.med Sirius Promo• Select• Monthly • (S4 W.:mo 07,'0 112020 10122/202 1 f0f'12mos) SinusSelect-1mo-wActv 10./22/2021 RECOMMENDED PLANS QUOTE Sirius Select Sirius Mostly Music $16,99 P" moll $12,99 pmno/1 0 [8) Q 0 [8) Q m TERM OPTIONS Term Options SJtiusSelectFu11 Price Annual ODO ~::a~~t~u~ 0 0 0 (S20388/yr) Sirius Select Full Pnce Quarterly • ODO ~~~~~~ Music Q DO S38W S50i7f0t3 moolhs ~~~::sie o 0 0 ~::~~~ o DO S77Q-4 -S10 l 9.C.fodl mo,-lhs m DESCRIPTION Description Th-e Selee1 Pl(:ka.ge i n ~s a WJde Lis:en III your cv or stre.lffl a se1-e-ttion ~ of ad•frff music, -sports, news, of ad-free music char. .ea - rock. pop, ~ and comedy channels. Ge1 a~.ss hip-hop, cour :ry, jau and dass.,:al - to thousands of sl"',ows and videos On tha1. r.clude :X sive live pedormances Darland. l is:en in }'OUf CaJ, stream at Yoii d mo hu .r ~.SKt news, alk, .and home. online. a.r.d on yourconow.:d ent:nainmem channels. homedevx:es. m COMPAREPACKAGES MP.U•;+ Nkie'N Nfio❖N Which plan should you offer first? RECOMMENDED PLANS • ·usSeled usic $16. 9 ~ --· $12.99 ~ 0 (BJ Q 0 Select CONFIDENTIAL-EXEMPT FROM DISCLOSURE UNDER N.Y. Pub. Off. Law § 87(2) SIRIUSXM_00001790 FILED: NEW YORK COUNTY CLERK 01/19/2024