Campaign Coolness

Campaigns -1

100

Referred to as "offers" on OFM.

What are campaigns referred to on Offer Management?

200

OMG!!!!! I am a current high speed customer and I can add digital 1* for such a great price!!!!! Sign me up!!!!

What is offer 570? For current high speed customers - add Digital 1* for $49.95 the first year and $69.95 the second year - 2 year contract.

300

The pricing in this particular offer is based on which high speed option I pick. In other words, using this one offer I can select several different high speed options.

What is offer 488?

400

To secure a sale, I can use one of more of the following: - DVR or Additional Box: FREE for 3 months! - DVR FREE for 12 months on Triple Plays! - Sports Tier FREE for 6 months! - Wireless Service FREE for 6 months (not including standard modem rental fee) available to all NEW customers receiving Online, VIP or MAX at time of acquisition. - Wireless Service FREE for 6 months on Intro Service.

What are multiple closers?

500

I can use this tool to increase flexibility for the caller in the cost of the one time installation fee. Describe 2 examples where this option can be used.

What situations can result in splitting up the install cost associated with the install. Installations of $19.95 installations will be spread over two months ($9.95 at install and $10 on next bill) and installations of $29.95 will be spread over three months ($9.95 at install and $10 on 2nd month and $10 on 3rd month)

Campaigns-2

100

With only $9.95 on any On-line or VIP offer, I can get this extra feature.

What is an upgrade to Online Max?

200

This package provides an option for the budget minded caller who wants all 3 products. This package:  Gives your customer who has a limited budget the option to have all 3 services!  Great for the customer who needs the basics!  Optional Closer available as well, use wireless to help secure that sale! Provide the pricing for this package.

What is the Value Triple Play package at $39.85? The perfect campaign for: 1. To complement existing dish customers who want a superior high speed product and a low cost phone option 2. A perfect stepping stone to get additional services in the home such as an option for higher speed, famil or digital services.

300

These three packages will give no contract options at discounted rates for 5 year periods.

What are: 1. Dig Star & Online at $109.90 for FIVE YEARS (Showtime FREE for 3 mos then only $4.99/mo for mos 4-24) 2. Online & Phone at $59.99 for FIVE YEARS! 3. Triple Play for $119.00 for FIVE YEARS? Great savings for someone who wants LONG TERM savings without a contract!

400

"This is a limited-time offer that may be revoked without notice."

What phrasing is used on the mailers to help you secure the sale?

500

These 3 options are available if my budget for video, high speed and/or phone is about $40.00.

What are: Offer ID: Video HSD Phone 459 Triple Play Limited Intro Phone $39.85 470 Double Play Limited Online -------- $39.90 480 Double Play ------- Online Phone $39.90 491 Single Play Family ------ -------- $39.95?

New Branding

100

The power to simplify.

What is main communications focus of the new branding?

200

This red branding icon communicates that our high speed service provides: - Blazing speeds up to 50 & 105 Mbps - Wireless Home Networking - Is Ideal for Multi-user Households?

What is the color, look and feel of the "always faster internet" icon?

300

The Blue moon icon communicates week-end and late appointments, while the orange icon is targeted toward 30 minute arrival times. Both icons are targeted to communicate a very important message.

What two icons communicate the message "we're on your schedule"? Blue moon - We’re actively continuing to roll-out Night and Weekend Appointments across our markets, providing a new level of service that customers both want and expect. Like 24-hour customer service calls, it’s a service commitment that promises to make customers’ lives easier by operating on their schedules. and....orange - 30 minute arrival windows for scheduling

400

Life is hectic; Mediacom makes it better by being the provider that enables customers to watch TV when and where it’s most convenient. This branding icon addresses several convenient features such as: - On Demand - Whole House DVR - TV Everywhere - New! - HBO on the Go

What is the purple Boundry free TV icon?

500

The new branding message is marked by a renewed focus on making the customer experience simple. - Elevated customer service & convenience - New product innovations & enhancements - Fresh and more focused advertising strategy

What are three results desired from the new branding campaign?

Procedures

100

This CSG function provides: * 6 additional months of ledger detail * If there are more line items than can be displayed, the “More” button will be available to display a full six months of the ledger.

On CSG, what does the "Ledger More" button do?

200

CableCARD™ is a technology that gives customers the option of connecting to Mediacom’s video service without a set‐top box on the new generation of DCR TVs or TiVo’s new Series 3 HD Digital Media Recorder. CableCARDs only work on devices specifically made to accept them. The card provides direct access to analog, digital and HD (High‐Definition) programming and subscription to premium cable channels like HBO, Cinemax, etc. Current technology does not support two‐way interactivity. This means some services such as the interactive guide, parental controls and On Demand are not available with the CableCARD service. If the customer would like to receive two‐way services, they MUST use a digital settop box provided by Mediacom.

How does Mediacom support the installation of a cable card? Note: A self install for a Cablecard can only be completed for an existing customer.

300

The process for sending a letter to a failed credit caller.

Who now sends the failed credit check letter? QA now sends the failed credit check letter - you no longer have to request it via CSG.

400

All current discounts are removed from their current services.

What happens if you try to transition an account that currently has discounting on services? If you have an active customer that is upgrading services, and they have current discounts and you transition them. What happens? 1. The customer receives their new services at a discounted rate and retains all current discounts on their current services. 2. All current discounts are removed from their current services. 3. Account remains unchanged.

500

I owe $110.00 which was incurred about 2 years. Name the option available to me so that I can reactivate Mediacom services.

What options do I have to reactivate my services under the new amnesty program if I owe $110.00 and the debt is about 2 years old? For debts above $50; between 1 and 4 years old, we will accept payment for 50% of the total debt owed in order to reactivate services (we will not collect the 20% fee). • This will be in addition to the standard COD amount of first month service and installation fee. • If the customer has any debt that applies to bankruptcy;

Skills

100

Always Be Closing!!!!! and...this step is very important after finding out the source of the call.

What are the ABCs of selling?e and.... What is the acknowledgement step? Acknowledge the source, such as "Oh, that is a great offer, I can certainly help you!!!!"

200

Two statements or phrases that can be used to help a secure a sale. They are called what and provide examples.

What are 2 "urgency" statements/phrases that can be used to secure a sale? 1. "today..." 2. "appointments are booking up..." 3. "if we can put this order in today, I can...." 4. "as you can see on the bottom of the flyer, this offer can be voided at any time..." 5. "let's lock that rate in..."

300

These statements ask questions and help pinpoint where my sales presentation should begin. They are called ___________ questions and give two examples.

What is a probing question that can be used to pinpoint what offer you should feature in your sales presentation? "May I ask what your monthly budget is for your television, high speed and phone"? "May I ask how much you would like to spend on your ____________"?

400

"You know, Mr./Mrs. xxxxx, I was looking at your account and I think I can save you some money!!!"

What is a transitioning statement targeted towards putting in additional products? Can you name another one?

500

These statement help ease a caller into a sale after we have communicated an offer and inserted an urgency statement. Give an example of such a statement.

What are No Risk options? 1. We can schedule that order out a bit to give you a chance to talk to ________, in that way we can take advantage of the rate and should you change your mind prior to the installaction there are no cancellation penalties - we're here 24/7 days a week. 2. Let's do this - let's activate our 90 day guarantee. Now, what that means is..... 3. Let's do this - let's activate our no risk option with a 90 day guarantee. Now, what that means is.....