account authentication
customer's internet is down and they need it up and running right away- do you need to ask for any info from the customer before sending to tech support?
Yes - Name, address, etc - verify not a non pay disconnect...
Which 2 are current offers :
1-Entertainment TV
2-SBPP Cloud Services
3- Business TV Public View
1 and 3 (entert & bus tv)
T/F : Reference is a step in the Call Flow
False
What are 2 benefits of a Spectrum Internet?
1- No Data caps
2- International calling is added for free
3- customers will stay longer when provided internet access
1 and 3
Where could you find the steps on "how to take a payment in CSG" ?
CoPilot
What info is required to VERIFY a customer?
Name, address, phone #...
T/F-The Spectrum WiFi HOTSPOT is available for a small monthly fee ?
False - free with internet
T/F : During the Sales Offer you provide features and benefits to the customer - WIIFM
True
T/F : Spectrum Voice offers unlimited local and long distance calling in the U.S., Puerto Rico, Guam, US Virgin Islands, American Samoa, Canada, and North Marianas Island
True
T/F : Customers can choose to be billed for install fees and construction copays on the 1st bill OR over 12 months
False - 1st bill -
In what scenario would you NOT VERIFY a customer?
NONE
T/F- New customers are eligible for ACQUISITION pricing
TRUE - new customers and new LOBs
When offering a package to an existing customer, adding a LOB like TV service...do you offer ACQUISITION rate or STANDARD rate?
ACQUISITION
What is not a current speed?
1- 70 x 5
2-200 x 10
3- 600 x 35
70 x 5
What department handles disconnecting services?
Retention
Customer needs to add TV service but does not have their customer code... what else can you do?
CAAT, Call back at main POC TN on account...
In an employee breakroom at an accounting firm a customer could choose to have which of the following 2:
1-Gametime
2-Business TV Premier Private
3- Variety Tier Private
2 and 3 (premier private and variety tier private)
T/F: Call Flow is only an expectation on NEW SALES CALL?
FALSE - Call Flow can be customized for new, upgrades, moves
Your customer is selling their business and wants to transfer the account to the new owners- what department handles account ownership changes?
Billing
A customer owes a past due balance and wants to RESTART service... Can you enter a work order for them WITHOUT them paying the past due balance?
NO - always must make a payment with you or billing ...
True or False: There are currently existing customers who STILL have legacy services like older TV packages and internet speeds
TRUE: they were not force migrated to SBPP
T/F : When attempting to Overcome Hesitations you should start by adding more services and packages for them to choose from and asking them their name
False- use assumptive statements (ask for the sale) and reposition features and benefits
What is the OTC or installation fee for GIG internet?
199.99
What requires a call to serviceability? choose 2 :
1- Green - address is in the biller and available
2- Yellow - site survey has been done but was 18 months ago
3- Orange - no surveys have been done
2 and 3