Cable
What is the price of TV Essentials
19.99
What system do we use to send a temporary 6 digit code
CAAT
What part of the call flow is where we do our verbal acceptance
Recap
What is home phone bundled
9.99
What is the speed of internet 50
50/5
What is required to have mobile
Spectrum Internet
What is the term for agents who add something to an account without the customers permission or knowledge
Packing
What is Ashtons favorite color
Blue
How many channels come in the sports pack? And what main stream sport is not included
12 channels and the NBA
What systems allow us to authenticate the customer
CSG and Gateway
Where in the call flow do we do the bridge to discovery
Greeting
What is home phone stand alone
29.99
What is the speed of Internet Gig
940/35
What is the price of Unlimited Plus plan
55.00
What is the term for agents who put multiple discounts on one account?
Stacking
True or False- Ashton has won an acting award at a theater festival from a professional TV Actor
True
Which Cable package has 50 predetermined channels
TV Streaming
What system is used for searching for information about Spectrum services
Copilot
Where in the call flow do we notate the account properly
Close
What does SVI stand for?
Spectrum voice international
What is the MRR for internet Plus
79.99
What is the limit of Gigs before slowing down for Unlimited plan
20 gigs
True or False- We can disconnect an account that is delinquent status
True
True or False - Ashton has lead worship in a foreign country in another language
true
What premium channels come with TV Silver
HBO + SHOWTIME
What system do we use to process mobile orders
Zendesk
Name 3 auto fails
Check QA
What is the cost of an additional phone line
19.99
What is the Standard rate of Internet Plus
74.99
What is the price for By the Gig without core services
34.00
What do we do if a CX wants to disconnect the account and they are only a Authorized User
Disconnect the account
True or False- Ashton has won a fight before
True
What are the only 2 premium channels to not come with our main packages for free?
Cinemax and Epix
What system do we use to escalate customers to a sup if the Sup is too busy to take the call
Web Escalations Tool
Is this order correct
Recap:
1. Email/ Secondary Phone
2. Recap
3. MSS Script
4. Prorated Script
5. Equipment return
6. Verbal Acceptance
It is correct
What is the price of home phone with Mobile
free / 0.00
What are the requirements for SIA
1. National school lunch program
2. Assisted Living
3. Elderly
What is included in a mobile pitch?
1. Discovery Questions
2. Price
3. Feature and Benefit
4. Plan
What do we do about deceased accounts and the next of kin calling in to disconnect them?
Send them to the spectrum store with the death certificate
Do you think Ashton has ever been in a deadly car crash before?
Yes I have