What you should know!
Are we able to send replacement equipment (RMA) to a P.O. Box and can we cancel an RMA once its been created?
What is No to P.O Box and No to cancel and RMA once its been created.
What is the model name for the new Mesh Node?
What is WN3000 - (Although it looks a lot different then the old Wi-fi Booster, it has the same connections.)
List all 3 Plans that we will be available with our J3 Residential Customers:
What is Select, Elite and Fusion Plan
What is the Lease Fee for a customer on The new HughesNet Fusion Plan?
What is $19.99
Confident
Use Confidence on Practice Spiel! - ("Mr. Ellis, here's what I can do, if you are willing to work with me, I can work with you. I am confident i can resolve your issue. How does that sound?")
Juan has been a customer for 4 months and his internet stopped working. It is determined after troubleshooting that a Dispatch is needed in order to restore service and has never had a tech visit. Account has Express Repair since the day of installation. What Dispatch type would you create?
What is In Warranty at No Cost - (Customers within their first 6 months of service that require a tech visit are eligible for a free first visit as long as they fall within warranty. Any customer induced issues would not be covered )
What is one big advantage of Wi-Fi 6?
What is Speed - (Faster Wi-Fi Speeds means better upload and download speeds.)
What is the speed for the The new HughesNet Select Plan?
What is up to 50Mbps Download and up to 5Mbps Upload
What is the Lease Fee for a customer on The new HughesNet Select/Elite Plan?
What is $14.99 -
Excited
Use Excitement on Practice Spiel! - ("Based on everything we've talked about today, I think the Elite plan is a great service plan for you. You'll get unlimited data for under $100/month and the best part is that you can start today! Would you like to take advantage of this offer?")
Carlo calls in reporting that they accidently moved the dish and they need a tech to go out and fix their internet. Account has Express repair for more than 90 days. What Dispatch type would you create?
What is Out of Warranty - (Any customer induced issues is not covered under the Express Repair warranty therefore it voids the coverage and would have to pay standard Dispatch cost of $150.00)
Only customers with this type of modem are eligible to order Mesh Nodes?
What is HT3000W - (Mesh Nodes will not be compatible with any prior model of modems that we currently have for our Gen4 and Gen5 Customers.)
What plan would you recommend to a customer with a house hold of two, streams heavily and lives to play games online?
What is Fusion Plan - (The Fusion Plan includes up to 100Mbps Download and up to 5Mbps Upload with 200GB at 109.99 with ACH. it is the only plan from the new line up of plans that HughesNet has to offer that will support online gaming)
How much is the Lease Fee and Purchase Cost for a Mesh Node?
What is $5.00 Lease Fee and $99.00 Purchase Cost (To replace a Defective / Lost Mesh Wi-Fi Node is $0.00.)
Acknowledge and Empathy
Scenario - (I am calling in because we have been trying to play Warzone Online and it just doesn't work. I know we are out of data but this is getting ridiculous!!!)
Customer calls in 2 days after being installed to report Internet issues. After troubleshooting it is determined that a tech is needed to resolve the issue. Customer did not get Express Repair. What type of dispatch and how much would a customer have to pay for this dispatch?
What is Priority Repair at No Cost - (The account is within 7 days of First Commission Date. It's a HughesNet issue and within Warranty guidelines. Does not have Express Repair. The customer agrees and understands that the installer may charge them directly for any additional charges outside the standard repair scope.)
How many Mesh Nodes can a customer Lease and how many can they use?
What is 1 Lease, 2 purchased for a total of 3 connected Mesh Nodes - (Just a reminder that a purchase customer is not allowed to lease equipment)
In order to determine and/or offer what plan a customer should upgrade to what must first take place?
What is a Product Fit Conversation - (KB8128 - Product Fit Conversation )
What is the cost of the upgrade to the new HughesNet services for a Lease Customer ordering Elite Plan?
What is $299.99 - (Customer does not have an Equipment Fee since they will Lease. the Lease Fee for J3 is $ 14.99 and they don't have an Installation Fee with a 24 month commitment.)
Confident
Use Confidence on Practice Spiel! - ("Our service is unlimited in that we don't cut you off or charge you more if you exceed your monthly data allowance. You will experience reduced speeds until the start of your next data cycle..")
If the customer is out of warranty and they need their purchased modem replaced, how much will the customer have to pay for the RMA?
What is $174.93 (standard shipping included)
How much faster is Wi-Fi 6?
What is 9.6Gbps - (9.6Gbps is the maximum throughput on Wi-Fi 6 across multiple channels. In Contrast, Wi-Fi 5 offers a maximum of 3.5Gbps.)
Customer lives in Puerto Rico and is interested in upgrading to the New HughesNet; what plan would you recommend if they stream heavily and play games online?
What is Area that CAN NOT get The new HughesNet - (Only the Contiguous 48 States. Areas that can NOT get The new HughesNet: Alaska, Puerto Rico and Virgin Islands These locations can only upgrade to another Gen plan.)
How much does The new HughesNet equipment cost for a Purchase customer that is ordering the New Fusion Plan?
What is $499.99 - (Customers will still have to pay for $199.99 Activation Fee and a 24 month commitment.)
Acknowledge and Empathy
Scenario - ("Your service sucks.")