Tracker
How do you get to the tracker from Agent OS?
The tools screen
What is the cost for internet on seasonal with and without home security?
$30 and $5
What plan allows you to upgrade your phone at anytime?
Unlimited Plus
Which three companies most commonly offer cell phone internet?
Verizion, T-Mobile, AT&T
How many questions should we ask per PSU?
3 questions
When is the best time to start your tracker during a call?
During the first few minutes of your call flow while discovering why the customer is calling and what their intention is
How long does the customer have to wait until they can make changes after removing seasonal hold?
24 hours
How much will mobile bill increase when going from bundled to standalone?
$10
Are cell phone internet speeds capped or uncapped?
Capped
What tool do we use for comparing pricing with competitors?
Competitive Edge
No
What is the minimum and maximum length of a seasonal hold?
2 months to 9 months
One promotion per account
What is our best option to overcome cell phone internet pricing?
Bundling mobile with internet
What is the minimum number of save attempts we need to make after completing our discovery?
2
Uncontrollable Retention/Deceased Customer
What is the primary requirement for a customer to place an account on seasonal hold?
They must maintain control of the dwelling unit during the duration of the seasonal hold
What is the most vital piece of information that we need to complete a BYOD?
The IMEI
What does the broadband label state for typical download speed on Verizon cell phone internet?
Typical download speeds 50-85Mbps
What are the two most important questions to ask for an effective mobile pitch?
How many lines do they have and how much are they paying per line
What is the outcome of a call where the caller cannot be verified/authenticated?
Non-Authorized User
What is the maximum number of times an account can be put on seasonal in a 365 day period?
Once (exception for Florida accounts)
A customer calls in with internet and free mobile to disconnect internet, how much will their free mobile line be after internet is removed?
$40
Which internet package of ours is most similar in speed to cell phone internet?
Internet Advantage
In which part of the call flow would you prompt the customer that you're going to be asking them some discovery questions?
Bridge to discovery