GENERAL CATEGORY 1
WHAT IS THE NAME OF THE PROCESS WE FOLLOW ON A CALL
THE CALL FLOW
WHAT ARE THE 4 MAJOR PARTS OF THE CALL FLOW
GREETING
DISCOVERY
RESOLUTION/GAME PLAN
RECAP & CLOSE
WHAT PART OF THE CALL FLOW CAN YOU UNCOVER TOTAL CONNECTIVITY SAVINGS FOR YOUR CUSTOMER
DISCOVERY
WHAT PART WITHIN THE CALL FLOW SHOULD YOU BE RELATING THE LINKING STATEMENT
RESOLUTION/GAME PLAN
WHAT IS THE SALES APPROACH CALLED WHEN PRESENTING A CUSTOMER WITH AN OFFER
TOP DOWN SELLING;
UPSELL,VALUE SAVE, DISCOUNT $ OFF, FINAL SAVE
WHAT PART OF THE CALL FLOW SECURES AND FORTIFIES THE RELATIONSHIP WITH SPECTRUM AND ITS CUSTOMERS
RECAP & CLOSE
WHAT IS REQUIRED BEFORE AN AGENT CAN OPEN/MAKE CHANGES ON AN ACCOUNT
AUTHENTICATION AND VERIFICATION
THIS IS OFFERED WHEN INTERNET AND MOBILE SPEEDS ARE CHANGED
BROADBAND CONSUMER LABELS
WHAT SHOULD THE AGENT PROACTIVELY REVIEW AND DISCUSS WITH THE CUSTOMER ON HOW CHANGES WILL IMPACT CURRENT AND FUTURE BILLING
DAILY DOUBLE $$$$$$$$$$$$$$$$$$$
MSS- MONTHLY SUBSCRIPTION SERVICE
PRORATED MONTHLY SUBSCRIPTION BILLING
WHAT IS THE COPILOT FOR SPECTRUM'S VERBAL ACCEPTANCE SCRIPT
GEN 3984
WHAT ARE ITEMS AN AGENT CAN ACCESS DURING RESOLUTION AND GAMEPLAN TO DEFEND THE BUSINESS FOR A VALID SAVE ATTEMPT
COMPETITIVE EDGE
MOBILE CALCULATOR
CONTRACT BUYOUT
COPILOT*
GOOGLE*
WHAT PART OF THE CALL FLOW SHOULD AN AGENT START TO BUILD RAPPORT WITH THEIR CUSTOMER
THE GREETING-FIRST 30 SECONDS
WHAT PART OF AN AGENTS CONVERSATION CAN THEY UNCONVER CONPETITORS IN THE MARKET OR BEING CONSIDERED BY THE CUSTOMER
DISCOVERY
WHAT PART OF THE CALL FLOW SHOULD AN AGENT BE COMPLETING THE OFFER AND ASSUMPTIVE CLOSING
RESOLUTION & GAME PLAN
WHAT TYPE OF QUESTIONS AER USED TO MAINTAIN A CONVERSATIONAL INTEACTION WITH THE CUSTOMER WHILE LEARNING ABOUT THE ROOT CAUSE OF THE CALL
OPEN-ENDED
WHAT IS THE COPILOT NAME FOR GEN 8831
Common Customer Objections
A VERBAL ACCEPTANCE
AT WHAT PART OF THE CALL SHOULD THE AGENT OFFER ADDIDTIONAL ASSISTANCE
RECAP & CLOSE
IF A CUSTOMER REJECTS AN AGENTS FIRST OFFER WHAT SHOULD THE AGENT DO MOVING FORWARD
MAKE A NEW VALID OFFER
WHERE CAN I FIND INFORMATION ABOUT SPECTRUM PRODUCTS, OFFERS AND DETAILS (BE SPECIFIC)
GEN8652 SPP 3.0 Residential Retention Offer Index
WHAT SHOULD BE CONFIRMED FOR ORDER CONFIRMATIONS
BONUS PTS
WHAT SPECTRUM 4 MAJOR PRODUCTS
BONUS PTS
INTERNET
VIDEO
HOME PHONE
MOBILE
WHAT IS INCLUDED IN THE SPECTRUM ONE PACKAGE
BONUS PTS
INTERNET, MOBILE & ADVANCED WIFI
WHAT IS THE ELIGIBILITY REQUIREMENTS FOR SEASONAL HOLDS
BONUS PTS
MUST MAINTAIN ACCOUNT SERVICES
ACTIVE ACCOUNTS ONLY
NON-DELIQUIENT
WHAT IS THE LAST THING AN AGENT SHOULD DO ON A CALL
BONUS PTS
THANK THE CUSTOMER FOR CHOOSING SPECTRUM