Internet
What are the monthly costs for each mobile standalone offer and what is the benefit to the customer for the mobile stanalone offer?
Advantage: Free
Premier: $10
Gig: $20
The customer saves an additional $10 per month per mobile line
In order to qualify for a lifetime deal what is the mobile device requirement?
4 Devices total with a minimum of 2 Mobile phones, you can do 4 mobile phones or 2 mobile phones and 2 tablets, smartwatches do not qualify for the minimum
What is special about the Xumo box?
Simple to use
It gives customers one easy home screen to access their TV and streaming apps.
Turns almost any TV into a smart TV experience
If the customer’s TV isn’t already smart, the Xumo box helps bring streaming apps and content to the screen.
Access to live TV and streaming apps
Customers can watch live content, on-demand programming, and use supported streaming services from one device.
Easy navigation
It’s designed to make finding shows, channels, and apps easier than switching between multiple remotes or devices.
Convenient all-in-one entertainment option
Instead of needing multiple devices, the Xumo box helps centralize entertainment in one place.
What should a rep tell a customer about install timing after an order is submitted?
The rep should explain that installation timing depends on appointment availability, serviceability, and order type, and the customer should be given the next steps and expected follow-up after order submission.
What information must be verified first before submitting an order?
Customer’s personal details: name, address, and contact info.
What are the four internet packages offered and their prices?
Advantage $40, Premier $40, Gig $50, 2 Gig $70.
This number is used to check whether a customer’s phone is compatible to be brought over to our mobile service.
IMEI
Name the six TV packages offered.
TV Stream, TV Choice, Mi Plan, Signature, Select Plus, Platinum.
List five key things reps must confirm before submitting any order.
Customer info, selected services, pricing/promotions, port info (if applicable), and eligibility.
What should reps always review with customers after submitting the order?
Order details, pricing, services selected, and next steps.
Which internet package is best suited for large households with many devices and multiple streaming and gaming devices simultaneously and what is the cost?
The 2 Gig package at $70 is best for heavy usage households.
What documentation is typically required for phone balance buyout?
Recent carrier bill or payoff statement.
Which TV package includes premium channels like HBO and Showtime?
Platinum package.
In a high-level order entry process, what are the most important things a rep should complete correctly in BuyFlow before submitting a sale?
The rep should make sure they build the correct package, verify customer information, apply the right offer/promotions, review all order details, and set proper customer expectations before final submission.
Recite all three lifetime deals with prices and included internet speeds.
At a high level, what does the modem do, and what does the router do in a home internet setup?
The modem brings the internet signal into the home and translates it for internet service. The router takes that connection and distributes it to devices through Wi‑Fi or Ethernet.
What’s the key step to avoid delays when submitting a mobile port order?
Verify porting information matches customer’s current carrier details exactly before submitting.
What does TV Choice come with and what customer would appeal to this particular tv package?
The Spectrum TV Choice package includes the following key features:
What are the first 3 things you should do after knocking on a door before the customer answers?
1. Take a couple steps back from the door
2. Stand up straight with good posture to project confidence
3. Smile
A customer wants 1 Gig internet, 2 mobile lines, and TV Select Plus. What is the monthly cost?
$210 per month
How does Spectrum internet get from the network to the customer’s home?
Spectrum generally uses a hybrid fiber-coax network. Fiber carries the signal through much of the network to the neighborhood, and coax typically carries it from the local node into the home, where the modem converts it into internet service.
What qualification must customers meet for phone balance buyout?
Customer must be eligible under promotion rules, usually having an active line and no past-due balances exceeding the limit.
What are the key selling points of our Platinum TV Package
The Spectrum TV Platinum package stands out compared to other TV packages by offering:
What are the Sounds Of Success
1. Greet and Connect
2. Discovery
3. Offer
4. Overcoming Hesitations
What information do you need from a customer to port their mobile number?
Account number, port PIN, phone number, and billing name matching the current carrier.