Random Facts
How long can customers finance devices from Spectrum Mobile? Do customers have to wait a certain period of time before they can fully payoff a device?
36 months and they can pay off the phone whenever they would like to.
True or False. Customers can add Entertainment View to TV Stream? Explain your answer.
False, entertainment view has sports and news
What is the download and upload speed of internet Advantage?
100x20 Mbps
What's the latest the $10 mobile promo roll off credit can be added to a customers account? What tool is it added in, Agent OS or SM360?
(Allow 3 minutes for this question, you will need copilot)
2 months after the line is no longer free. The credit is added in SM360
What's the download and upload speed of Internet Premier?
500x20 Mbps
What sets TV Select Plus apart from the other TV Select Packages?
Only package that gets ESPN +
It comes with 5 additional sports channels, Tennis, NBA, MLB, NHL, NFL
What are the 4 retention tactics? List them in the order agents should offer them in.
Upsell, Value, Discount, Final Save
What are the requirements to sign up for Spectrum Mobile? (minimum of 2 requirements)
Must have internet
Must have autopay
Core account cannot be delinquent
When can Spectrum mobile customers expect their first autopay payment?
50 days from the day the 1st line on the account was activated.
How much Data and Hotspot allowance does the Unlimited Plus plan come with?
50 GB's
10 GB Hotspot
50 Bonus Points if agents mention 10 free GB's in 180 countries
A customer calls in with a single play internet saying they want to cancel because they switched to frontier internet. When we make our save attempt to save the internet and upsell mobile. The customer expresses frontier placed them in a 12 month contract and its $150 to cancel with them and there would be a $50 restocking fee. How would you handle this situation?
50 Bonus Points IF, the agent mentioned sending the customer the contract buyout EHH and adding the retention contract buyout code in agent OS.
How much would customers pay in equipment charges for 2 DVR's at full price? (include all fee's)
$15 (BOX) + $15 (BOX)+ $19.99 (DVR Service)= $49.99
What is the download and upload speed of Spectrums 2G internet?
2000x1000 Mbps
If a customer states they need to speak with their partner after you present them an offer, what are two ways you can overcome the objection?
What would a new customer pay for 2 Unlimited Plus Lines and Internet Advantage WITH Wi-Fi? (Double Play Promo)
$20 internet advantage
$60 2 unlimited plus lines
$10 Wi-Fi Router
$90 total a month
How much would a customer pay per minute to call Russia on Spectrum mobile from the United States?
$0.18 per minute
If a customer is paying $80 a month for 1 unlimited line with AT&T and we offer 1 unlimited plus line with the retention free mobile offer. What would their monthly and yearly savings be for the first year?
$70 monthly savings
$840 yearly savings
List the 4 Metrics agents make commission on and their percentages for each metric
Single Play-30%
MRR-30%
Mobile Activation-20%
PSU-20%
Customers will not receive the PBB reimbursement email until _______? After receiving the PBB reimbursement email, how long do customers have to upload all necessary documents?
All lines have been activated on the account. After receiving the email, customers will have 30 days to get the proper documents uploaded.
If a customer has 4 unlimited plus lines with Spectrum and cancels their core account. How much would their mobile bill be monthly?
$200
What's the most aggressive retention offer a single play customer can receive for the gig internet in a GENERAL MARKET OFFER AREA (Give 3 minutes on this question, you will need copilot).
$80 a month
What video packages include local channels by default? (Exclude TV Basic and India Stream). Agents must get at least 4 to get credit for this question.
TV Select Signature, TV Select Traditional, TV Select Plus, TV Choice, MiPlan Latino
If a customer is switching to Spectrum Mobile and porting over 2 iPhone 16's owing $450 on each and an iPad 10th gen owing $300. What would be the total reimbursement amount?
$900 for the 1 iPhone 16's.
What's the most inexpensive Samsung Spectrum mobile is offering to finance at the moment?
Galaxy A16 5G
$5.55 a month- 36 months
Customers can pay $_____ extra a month to go add free with Disney +.
$6