Cable
3 Cable Packages?
What is Select, Silver, and Gold
3 streaming packages?
What is Choice, Stream, and Essentials.
What must you always say at the beginning of every call?
What is "this call is being recorded"
I'm happy with what I currently have.
I certainly understand that you're happy Mr./Mrs.______. But with the value we have available to you it could make even happier. I know we can make things simpler by putting all your services on ONE consolidated bill eliminating extra headaches. The process is very simpler. Now...(Return to POI or Close)
How much is a home phone?
What is $12.99
Gold movie channels?
What is HBO, Showtime, Starz, Encore, TMC
The price of Tv Essentials ?
What is $19.99
What's an open ended question?
What is a question that can not be answered with a yes or a no
Can you call back at a later time?
Mr./Mrs.______ I certainly could call you at a later time, but I'd hate to waste your time with another call. Right now, specifically in your area we have some promotional rates and with a 30 day MBG now is the best time to take advantage of our services...(Return to POI or Close)
If they qualify for SIA they also qualify for ?
What is EBB
On demand?
What is 10,000 shows and movies that update every 24 hours
Streaming service that does not include locals?
What is essentials?
Number of rebuttals per call?
What is 2-3
I need to talk to my spouse.
Mr./Mrs.______ I'd be glad to wait on the line for you while you talk with them.
What are the internet speeds for Standard, Ultra, and Gig?
What is 200,400, and 940
Cable box price?
Apple TV?
One time purchase?
What is $8.99
What is $4.50
What is $108
For choice you choose _____ channels out of ______ channels?
What is 15 out of 72
Provide an effective closing question?
What is All I need to do to get you started is verify some quick information. I have your name as blah blah blah, is that correct?
I WORK A LOT AND NEVER WATCH TV
Mr./Mrs.______ I can completely understand that. I feel like by the time I'm done working I just want to go home and fall asleep! But every once in a SPECTRUM REBUTTALS while it's great to be able to sit back relax and watch a movie or TV show. Now with our OnDemand programming you'll receive over (Choice – 2.000 On Demand – Stream – 5,000 On Demand) shows and movies that you can pause, rewind, and fast forward to help you watch TV on your terms! Mr./Mrs.______ most importantly right now Spectrum is making it VERY affordable for you! Now...(Return to POI or Close)
Difference between internet and WIFI?
What is Internet runs through a cord. WIFI is when you plug in the router and it disperses the internet to make it wireless
Explain contract buyout?
What is Spectrum will buyout your current contract. You must submit a form with the last months bill and we will send a check up to $500 within 6-8 weeks.
What are the 5 local channels?
What is ABC, CBS, NBC, PBS, and fox
5 steps of call flow?
what is Opening, Probe, Pitch, Close, and Rebuttal.
4 parts of a rebuttal?
What is Transitional Phrase, acknowledge, Features and Benefits, and Return to close
The difference between a landline and a home phone?
What is Landlines run though telephone poles, Home phones (voip) run through the internet.