Open
Discovery
Offer
Hesitations
Close
100

Where do we go to check the customers serviceability?

GIS

100

What is the minimum number of discovery questions we should be asking for each LOB?

100

What should we be leading every new acquisition (new customer) call with?

Quad.

100

What should we be trying to do during the hesitations phase of the call flow?

- Trying to overcome the customers objections.

100

How many different apple TV scripts are there? Name them.

- Free Apple TV
- Pay in Full Apple TV
- Financed Apple TV

200

What are the 4 pieces of information we should be getting on every call during the opening?

- Customer Name
- Phone Number
- Business Name
- Business Address

200

What are two good discovery questions for mobile?

*

200

When pitching to the customer, what is 1 feature every Spectrum Business LOB shares that we should be including in our pitch?

*

200

Where/How do we obtain the information to help overcome objections?

- Discover phase of call flow.

200

When do we need to do the covid-19 scripting?

When the customer needs a technician to come out.

300

Give an example of a transition statement from Opening to Discovery.

300

What are 2 good discovery questions for TV?

*

300

During out pitch what should we be doing with each LOB?

Tying each LOB to a need of the business.

300

Before trying to overcome the hesitation of the customer what should we be doing if a customer expresses concern about a particular service or LOB?

- Acknowledging the concern/showing empathy

300

What are 3 things you need to go over in the verbal acceptance?

- Acquisition Price
- Persistent Price
- Install Fees
- Install Date
- Wifi Hotspot
- Broadcast Surcharge

400

Aside from a positive tone, what is the only requirement for an acceptable greeting.

Branding Spectrum Business Sales.

400

Give an example of a transitional statement from Discovery to Offer.

*

400

We offer the customer a Gig quad plan with (Gig internet, 1 phone line, TV essentials (with 1 free apple TV) and 1 mobile BYOD on unlimited data. What is the Acquisition (year 1) price for this plan? What is the install fee?

- 334.97
- 199.00

400

If you pitch the customer the Ultra Quad and you are unable to overcome the objections. What should your secondary offer be.

Quad with lower internet/# phone lines/tv package/mobile data.

400

When would you not need to do TPV?

  • Moves within the same rate center.
  • Adding an additional native tn to an account that already has phone service.
  • RNFS or Toll Frees *Note you will still need to do TPV for the other non numbers assuming they are either a port or the first number on an account but the complex team will complete TPV for these lines.
500

Give an example of an acceptable greeting.

*

500

Name 1 high-value discovery question for each LOB.

*

500

You offer the customer the Ultra Quad with WIFI, the WIB, 2 phone lines, TV Essentials (free apple TV) and a BYOD Mobile Line on by The Gig. What is the acquisition (year 1) pricing for this offer and what is the install fee?

-196.95
- Free Install

500

If a customer states they absolutely cannot make a final decision without their boss what should your first attempt be?

- To try and get them on the phone

500

If a new customer sets up a quad with the free apple TV what scripts do we need to read off?

- Verbal Acceptance
- TPV
- Free Apple TV Script
- Covid-19 Scripting

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