General
Integrate the highest quality of svc. with superior entertainment and communications products that consistently exceed the expectations of our growing customer base.
What is Charters' Mission Statement
What are Spectrum TV Tiers
These products do not qualify for Retention Offers
What is Spectrum Basic, SIA, Voice Only, Legacy, TV Essentials, Bulk
These are the three parts of the ARM method.
What is Acknowledge, Respond, and Move on.
When moving to a SPP 3.0 LOB, these customers must move all existing services to SPP 3.0.
What are Legacy Customers
What is Hard Sell
This service provides 500mbps
What is Spectrum Internet Ultra
These are the pricing and packaging a customer cannot revert back to once migrated to SPP 3.0.
What is Legacy Pricing and Packaging.
This is the first step in the call flow.
What is the Greeting
This fee is accessed for all TV Tiers with the exception of TV Essentials.
What is 'Broadcast Fee'
When the customer goes through this process of awareness, research, evaluate, purchase.
What is Customer Buying Cycle
This feature allows you to save recordings up to 12 months
What is cDVR +
When the customer qualifies for a Retention offer this should be done after trying to upsell and reestablish Value.
What is 'Discount and Final Save'
This is what you would do if the customer does not agree with the services.
What is 'Manage Objections'
This act results in not receiving dollars off offers.
What is 'Remove a LOB'
This sales tactic revolves around being relationship based, asks questions, tailored offers, not overly aggressive.
What is Consultative/ Soft Sale
This product has no contracts, no taxes or fees, BYOD option
What is Spectrum Mobile
This can cause a customer to be ineligible for a retention offer.
What is 'account not current'
This is when you transition from discovery to resolution.
What is 'use linking statements'
This is required when Spectrum customers choose to be boxless.
What is Spectrum Internet.
This consists of Opening, Discovery, Resolution and Game Plan Recap and Close.
What is Call Flow
Spectrum Internet and Spectrum Mobile provide a better experience by providing a seamless connectivity solution in this product messaging.
What is 'Better Together'
Requires Spectrum-owned DOCSIS 3.0 modem or customer owned DOCSIS 3.0 device certified by Spectrum.
What is In-Home Wi-Fi
This is the last tactic when completing a save attempt and allows you to offer the most aggressive price for which the customer is eligible.
What is 'Final Save Attempt'
Removing this from a Retention offer will impact pricing on the remaining lines of business.
What is 'Video'