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 ???
Fubo
What are the Device Eligibility requirements for BOOST?
The customer must ensure their device’s software is updated before activating it on Boost’s network.
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 Q4?
50% Weighted Performance (Loy/PV Blended Save Rate)
25% Weighted Calls Per Hour
25% Weighted Wildcard (CrossSale Attach Rate)
True or False: Boost can be sold on All Calls
False
I sold the Hughes Net !!! Where should I read from for discloures
As a reminder, we MUST read HughesNet disclosures from the .pdf and not the ordering tool. Failing to do so will result in a tier.
True or False: These questions will suffice when asking about gaming for Hughes Net orders?
Do you do any online gaming?
Do you play any games online?
Do you have any gamers in the house?
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.
What customers are eligibility requirements for Hughes
True or False: Customers they would pay $0 during the free three month promotion?
False: the customer is responsible for taxes, fees and on some accounts additional receivers/programming.
Bonus Point! What tier level is this
What is the appropriate way to educate a customer on how to keep their recordings and where can you find this information?
Inform the customer that they can transfer the recordings onto an External Hard Drive (EHD) before their technician visit.
Change Receiver (Equipment Upgrade) 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
It's also available through an add-on on Amazon Prime Video and via the FanDuel app for local games.
True or False: Boost Mobile's 5G is Unlimited NationWide!
False
Data for Boost is Unlimited, but it is not unlimited 5G. After priority data is used (the amount of priority data depends on the plan) the speed for standard data is 512kbps. https://connect.dish.com/atlas/ls/content/2011929736652759/boost-plans
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.
I was able to check IMEI on callers phone but his wife has her phone with her and is at work..... Should I ?
A. Proceed with setting up his phone he can call back to add second line when she get home
B. Proceed with sending both sim cards
C. Do nothing let customer call back when wife home
If the customer is purchasing a new device or can confirm compatibility on at least one BYOD device at time of order, but doesn't have the other devices on hand (spouse at work, kid at school, etc), you may still set up a work order for the total number of devices needed. The technician can verify compatibility on other devices at time of Store to Door delivery.
-We need to see if the other devices are there to be checked, we cannot assume otherwise. We still are seeing tiers where we are not checking an IMEI at all.
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.