Business Rules
What is the max dollars off a Single Play internet customer can receive? AND what is the rule for single play internets?
There are no rules, $30 off is the max
What is the upload and download speed for internet ultra? (not the symmetrical speed)
500x20
What percentage of our commission is Single Play?
30%
How would you explain Xumo to a customer?
Xumo is a streaming device that comes with 250 preloaded apps, its also comes with the STVA and works as a product that tailors to your watching habits. You are able to stream multiple platforms from one device and take it anywhere on the go.
Final Save---- After we have made our upsell, value save and discount offer. We use this as a last resort to attempt to save all LOB's
Can you apply free ultra to an account if the customer is already paying for it?
No, only if they did not already have Ultra on their account
What TV package is different from all of the other ones AND how?
TV Essentials- It has no broadcast fee, no news or sports and it can only be used through the STVA. No cable boxes are allowed.
How does the Mobile activation work for our commission and what percentage of our commission is it? What is the lookback period for mobile?
Whats the max Voice lines a customer can have in their home? ANDDDD what is the max mobile lines a customer can have on their account?
2 for voice, 10 for Mobile
If we do need to disconnect an account. What should our recap include? And what should I do in the system before letting the customer off the line?
The final bill, details on the EQ return, verbal acceptance and placing notes on the account with the tracker as well.
A customer can remove voice and get a discount on TV and Internet?
ABSOLUTLEY NOT
Unlimited- 30 GB, 5GB Hot Spot
Unlimited Plus- 50 GB, 10GB Hot Spot
What's the minimum amount of calls must you take a fiscal in order to qualify for commission?
25
Whats the standard rate pricing for Internet Gig? (no wifi)
$114.99
When should we bring up mobile in the resolution and game plan?
THE FIRST OFFER- THE UPSELL OFFER
What must a customer do in order to receive a promotion?
Must keep all LOB's they called in with, must be current and have no past due balances. If not on SPP 3.0, they must migrate
What are the devices compatible with the STVA? (must be at least 5 and specific brands)
Roku, Samsung TV, Apple TV, Fire Tablets, Chromecast, Xumo, Apple/Android Devices, X-Box
WHAT PERCENTAGE OF OUR COMMISSION IS IMPACTED BY A SINGLE PLAY LOSS? and what metrics are they?
80%
mrr-30%
sp-30%
psu-20%
How would you explain the broadcast fee to a customer?
Ill accept various answers, ill be the final judge.
What do we do if a customer declines our offer?
Ask what hesitations they have and address any concerns. Attempt to overcome those objections twice and move to your next one.
Can I apply $20 off TV Select + Internet and a free premium?
No, customers cannot get a max of more than 10 dollars off in order to get a free premium
What are the 3 combinations of internet equipment a Spectrum customer can use?
Customer Owned Equipment
Spectrum Modem + Spectrum Router
Spectrum Modem + Customer Modem
If we take calls for fiscal March, when will we receive that payout?
June 2024
Whats the difference between TV Select Plus and TV Select Signature?
TV Select Plus-has regional sports channels and includes 5 additional sports channels that do not come in any other Select Package
TV Signature- Has no regional sports channels at all
What should our first offer in the resolution and game plan be? (at least to components must be listed)
Upsell, MRR increase, adding a PSU, adding mobile, ACP