Call Flow
"Thank you for calling Spectrum, where we now offer mobile. My Name is ____ how may I assist you today ?". This statement is considered the ....
"The Opening"
A customer on an old outdated pricing plan is a ...?
Legacy Customer
List the Internet Packages from GREATEST TO LEAST !!!
Gig, Ultra, Plus, Internet50, SIA
Broadcast Surcharge Fee and Streaming Fee Prices IN TOTAL.
$25.40
FALSE
Verify the full name, full address, and the customer security code to
"Authentication"
When an agent adds something to the account without the customer being made aware is considered ...?
STACKING !!
$49.99 is the price of what type of install ?
Professional Install
"I apologize ma'am but this package does NOT include HBO".
TV Silver
This department CAN NOT cancel mobile plans.
Retention Department
CX: "My dog just passed away , I need to remove a LOB." You as the agent provide what in this situation ?
"I DON'T WANT TO HAVE MY SERVICES PROVIDED THROUGH SPECTRUM ANYMORE !!!" This Customer wants too ? ....
Disconnect Services
300-400 download speed & 20 upload speed covers what internet package ?
Internet Ultra
"I get 117 channels for $54.99".
Mi Plan Latino
DPP is the acronym for ....
Device Payment Plan
"He was NOT professional during that call at all." Grading this would be considered a ...
AUTOFAIL !
$5, $10, $15, $20 is what type of offer ?
DOLLARS OFF BABY !!!
This is the cost of a Modem....
FREE.99
How many premium channels does TV GOLD offer ?
5 premium channels.
" I have a phone plane with Spectrum that can provide me with up to 30 gigs w/o disruption".
Unlimited Plus
TRUE OF FALSE ? It's optional to recap.
FALSE
5-10 Rule only applies ....
If a customer's promo rolls off.
My grandmother lives in NJ, she has S.I.A with Spectrum. Her MRR is ....
What's the difference between TV SELECT & TV SILVER overall? be specific as if you're pitching this to a customer.
TV SELECT: $73.99 w/ 125 channels
TV SILVER: $98.99 w/ 175 channels (HBO & Showtime are free)
TRUE OR FALSE ? It's MANDATORY to sell at least 10 mobile plans per shift !
FALSE what y'all thought ?