Iconnect
What are the steps for Suspicious caller to ensure you have verified it correctly?
If you believe the call is suspicious, use additional forms of account security to verify the account including: Security Question, and Location ID. (Must be current location ID)
What is the first streaming company to crack down on password sharing?
Netflix
What streaming platform recently dropped 19 network channels to include Discovery, HGTV, Food, TLC, TNT, TBS and TruTV???
Fubo
How Much does the NFL Sunday Ticket Cost
Launch Price $240
Regular Price 480 or 4x120/month
Discounted Price may change as season progress
What are the only reasons to fill out an AIF for unreturned equipment and where in Iconnect can you find this?
Medical/Physical Reason
Customer Safety Concerns
Domestic Violence
Catastrophic Event
Deceased
Equipment Return Overview Page
When right sizing where should you look in Iconnect before asking any questions?
Bundle Calculator
What are the qualifications for platinum for Q1?
50% Weighted Performance (Loy/PV Blended Save Rate)
25% Weighted Calls Per Hour
25% Weighted Wildcard (Non Commit Spend)
On October 17th this company increased the costs of its Live TV services by $6 a month. Who am I?
Hulu Live
What cable company contract states "If your Services are subject to a minimum term agreement, and you terminate all or any portion of the Services under the minimum term agreement before the end of the minimum term, you may be charged an early termination fee. Review your minimum term agreement for additional details."
Xfinity
True or False: The customer must first object to the charge and/or qualification before offering to waive it.
False
Where in Iconnect can you go to see a number to give your customer to contact any other company we work with?
Rolodex
Scenario:
When talking to your customer you see their address says its an apartment, but you asked the customer if they live in an apartment. They say its a duplex. Can you offer Hughes Net?
Yes it's not an apartment.
I'm a live TV provider but I don't carry Lifetime or Lifetime Movie Network. Who am I?
Youtube TV
Bonus Monthly Cost?
What is your all access pass to every out of marked game on a Sunday after noon
NFL Sunday Ticket
How will customer view NFL Sunday ticket
The NFL Sunday Ticket can be added to the customers DISH bill and viewed on their internet connected Hopper through the YouTube app. To add this to a customer's bill follow the process on the NFL Sunday Ticket iConnect page.
What are the appropriate reasons to use TWOS for an account?
Soft Disco
Technical issue memo'd
Catastrophic Event
Acct not paused/disco'd as requested
Accidental restarts
Rolled off pause
Scenario:
Customer states grandson has an Xbox when you asked if they play online games like Xbox or Playstation. You find out grandson is only there once a month for a weekend. Can you still sell Hughes Net Select?
Yes! Inform the customer their grandson wouldn't be able to use Hughes Net for online gaming and talk about the savings they are getting instead.
What are the only ways to access Bally Sports through streaming? (3 Answers)
Bally Sports plus
Fubo
DTV Stream
Broadcast fee up to $27.25
RSN fee up to $17.25
Self Install $39.99
Receiver fees $8.50
150 hours cloud DVR $10
Reactivation fee $6
HD Fee $9.95
What company am I?
Xfinity
What is the price you should read when reading the following disclosure:
Your (core package) is price-guaranteed at ( price of core programming only) for 24 months.
The rate without locals and without Eautopay. The amount will be in Yellow on the Price Guarantee Page
What one Iconnect page should you check or open every single day to make sure nothing has changed in the system to prevent future tiers?
IConnect Updates
Scenario:
Customer calls in to cancel due to loss of income and needing a break. During the conversations you find out they are using just Netflix for now. Customer says will be coming back in a few months if they get back to work and doesn't wanna cancel. Can you offer to pause this?
No per the flow we cannot pause an account that is going to a competitor.
Multiple Choice
How much will YouTube TV reportedly lose per year over NFL Sunday Ticket?
A. $1.35 Billion
B. $1.27 Billion
C. $1.56 Billion
D. $1.01 Billion
C. $1.27 Billion
Morgan Stanley’s equity research unit projects the service will lose $8.86 billion on Sunday Ticket between now and 2029, with yearly declines averaging out to some $1.27 billion.
Broadcast fee up to $23.20
Self Install $30.00
RSN fee up to $14.99
Receiver fee $12
DVR service $12
Cloud DVR $9.99
What company am I?
Spectrum
Scenario:
15+ year customer calls in, just got a hopper sling recently however they needed a hopper 3. You build the work order the upfront costs is $100 for the hopper and credit card qualification. Do you waive these fees and qualification since they just did it?
No! You can only reactive offer to waive after a customer has disputed paying for it and providing a card.