Product Knowledge
What tools would you use to identify competition in the area? What information will you find there?
What is competitive edge and Inmyarea.com. You will find services and rates offered by competition like Frontier, Verizon, AT&T and some smaller companies.
What Copilot article or articles will give you the cost breakdown of unreturned equipment as well pricing for services?
What is GEN2413 SBPP Spectrum Business Pricing and Packaging and GEN8105 Customer Solutions Offers and Save Tactics
Compliance and disclosures are all a part of what?
What is the call flow.
What are the standalone prices for Unlimited plan plus and Unlimited plan?
What is $60.00 for Unlimited plus and $50.00 for unlimited plan.
What are the requirements for a 2-year Price Guarantee?
What is Internet Ultra, Gig, or 2 Gig & one of the following:
Voice 1 paid line, SBC 2 paid lines, Mobile 1 paid line* TV Stream Latino would not qualify for a 2-year PG.
True or False. Spectrum voice services has over 30 calling features.
True. Some features are call forwarding, call waiting, E911.
What is the lowest cost you can provide for the GIG internet, Invincible WI-FI while adding a "new" voice line?
What is GIG $50.00, Invincible WI-FI $20.00, Voice line $20.00.
What does MSS stand for and in what scenarios should we use it?
What is Monthly Subscription Service. It should be used on every call you make a changes on whether a save or a disconnect.
In the event the customer wants to take landline number and move it mobile. Do you cancel the voiceline?
No if the line this cancelled it will not transfer to the mobile.
What is PSU save 20%, Internet save 35%, Revenue saves 25% and mobile activation 20%. There are 5 total tiers for each.
This internet feature provides automatic cellular backup during an outage.
What is Invincible WI-FI
What are the prices for each count of Static IP's?
What is $20.00 for 1 Static IPs, $30.00 for 5 Static IP,$40.00 for 13 Static IPs, $60.00 for 29 Static IPs.
What is the multi site process and how should they be tracked?
What is handling no more than 4 requests whether saves or disconnects. The remaining accounts are to be sent via UCM. They are tracked using the hash tag for each account.
This Spectrum Mobile program helps customers pay off eligible devices when switching.
What is PBB?
True/False. You can add a free or $10.00 mobile line to your package for a price lock.
False. Free or $10.00 lines do not help qualify for any price lock. They must be a paid mobile with an internet upgrade.
What are the different tv packages that we have name them all?
What is Business TV, Business TV premier, B&R TV, Sports fan TV, TV Stream, TV Stream Latino
True or false. Existing customers who have internet only cannot get new customer pricing for video services.
False. Existing customer are eligible for acquisition pricing on any core service they do not have.
These are not metrics that pay you, but they still have importance and they have goals of 92%,90%, 30%, and 95%.
What is Adherence 92%, Mobile pitch 90%, Mutual silence 30%, and Save attempt 95%
What are some of the differences between unlimited plus plan and unlimited plan.
Unlimited plus is $10.00 and Unlimited is free. Both have unlimited talk, text and data. However Unlimited plus allows early upgrades, international calling, and more hotspot. Unlimited plan does not allow upgrades, international calling and has lower hotspot availability.
When your customer is in a non-pay disconnect status, where can you identify when the account will be disconnected? Secondly how is the account to tracked if they don't make a payment to maintain account.
What is work order history as it will show when the order was added and when it will be "completed".
In the event that they do not make a payment account must be tracked as disconnect.
What type of UCM ticket is to be done when you get the following message. Telephone number is not eligible for the house. Also what code do you have to enter in available services?
What is Complex Order Entry Escalation in UCM. The code needed is OZ967.
What are some of the benefits to getting insurance on your Spectrum mobile device?
In the event that you back date an account how should you do it and what is the impact of it.
Is the case of back dating to avoid billing issues back date to the day before bill cycle started.
Impact to back dating is on the promotional period. One month back date will take promotion to 11 months vs 12 months. Utilize MSS
True/false are existing customers eligible for the Free Business Internet Forever with 4+ Mobile Lines
False.
A work order is stuck, and you need Sodi closed. What are the steps to identify which one you need closed?
What is double click work order history, proceed to provisioning screen, click task.