The Basics
What are the two ways in which Fios is brought to the outside of a customer's home?
Aerial or burial
What is the term for the amount/or speed of data flow from the internet to your computer?
Bandwidth
Give at least 3 examples of non-compliant closing tactics (soft-selling or pressure tactics).
• Sign up today and you can think about it – there aren't any ETFs (early termination fees) or cancellations fees.
• Signing up doesn't mean that you're placing the order, you can cancel at any time.
• Sign up with me today and if you change your mind you can cancel at any time.
• Let's just push the installation date back and give you some time to think about it.
• This deal is only good for today, once I leave the deal leaves with me.
The customer stated that the door-to-door rep provided misinformation about the monthly billing rate in regard to the autopay discount.
• This rep never explained that the customer needed to enroll in auto-pay to receive the discount they discussed.
• Reps must keep the customer engaged while reviewing all TOS & associated costs.
• Know your product, know your pricing.
What are the main pieces of information that you must get from a new Fios customer to avoid cancellations?
3 points of contact – 2 mobile's 1 email.
Double-check contact information and service address.
What's the fastest speed that Verizon FiOS offers?
A Gig – 940/880
• 940 MBPS download
• 880 MBPS upload
The customer's cell phone isn't working for you to send the LOV link. What do you do or how do you proceed?
Call into the ACSE and do it on a recorded line.
The customer stated that he spoke with a male sales agent at his home and place the order in the afternoon. The customer only worked with the agent on the day that the order was placed. The order shows it was placed outside of the standard business hours at 9:53 pm. The customer did not complete the Life on Verizon review process. The customer was advised by the technician that the home address and e-mail address were listed incorrectly on the order.
• All reps must place orders within the approved business hours as stated by Verizon (9am-8pm), unless authorized by Verizon. (must also comply with local ordinance).
• All customers must have the LOV link sent to their device. They must read TOS, complete the digital rehash and review all details (service and personal) before submitting the order.
Why is self-installation so important?
(Who does it benefit and why?)
List 4 or more reasons.
1.) Benefits to the representative
• Ability to provide fast more flexible installation options to your customer
• Helps to reduce cancels
2.) Benefits to your customer
• Fios set-up fee waived
• Provides customers with Fios service faster than a tech installation in many cases.
• Offers customers the flexibility to install at their leisure
3.) Benefits Verizon
• Cost savings – expense savings on every successful self-installation
• Reduce calls to the FSC
• Improved dispatch times when a customer needs tech assistance.
What does ONT stand for?
What does it do?
Bonus: How fast is the speed of light?
• Optical Network Terminal – it transforms infrared light signals into manageable digital signals.
It is the device that communicates with your Internet service provider (ISP) on a fiber-optic Internet network.
• Light travels at approx 186,000 miles per second.
You meet a nice family who is on your leads. When you look them up in the system you notice they have existing services at that address.
What do you do or how do you proceed?
• You advise them that since they already have existing services they must call Verizon to make any changes to their account.
• The process of canceling an existing account and replacing it with a new account within the same household to take advantage of new pricing/promotions is against Verizon policy.
• This includes any attempts at processing “move orders” with the same address as the previous address.
The customer said the agent told her that we will be calling Optimum to disconnect her internet service for her. The customer is very upset because she has been paying both companies.
• Reps are not authorized to call the customer's existing service providers for any reason under any circumstance.
• Reps should inform customers not to disconnect their current services until Verizon is 100% installed in order to avoid service disruptions.
What are the two ways an agent can place a sale while abiding by Verizon's protocol and remaining 100% compliant?
All orders must be placed face to face at the point of sale. In order to place a sale, you must place it on a Verizon-approved device or call it into the ACSC.
What does it mean to have a 100% fiber network?
What's the fastest type of fiber network?
• 100% Fiber network means that optic cables run directly from the network terminal to your home.
• The fastest type of fiber network is FTTH (Fiber to the home) or FTTP (Fiber to the premises).
You're working a neighborhood when a nice little old lady approaches you and asks you about getting Verizon service. You check your leads and LQ the house. The house doesn't populate. How do you proceed?
• Since the customer doesn't appear in your leads they are considered a referral.
• This referral needs to be approved by the channel manager and your manager (written communication).
• A location/sublocation may need to be created.
• Reps must follow the referral process.
The customer stated that the sales agent's name Alex who he spoke with at approx. 2-3 pm at his home. The customer did not place an order at that time but did obtain Alex's business card to contact him. He called Alex the following day at 9:30 am and placed the order over the phone.
• Reps are not authorized to place an order over the phone.
• All sales must be new acquisitions and done face to face.
• Said sales must also be placed within Verizon's approved business hours & comply with local solicitation ordinance(s).
What are five reasons orders fall into JEP/fallout status?
1.) Customer contact unsuccessful
2.) Customer promised or offered more than given
3.) Installation process is too complex.
4.) Better offer from competitor.
5.) Soft-selling
What's the maximum amount that Verizon will help with a contract buy-out?
Bonus: What's the name of the website link you should provide to a customer?
When engaged in a conversation with your customer and they start bad-mouthing a competitor what's the safest and most compliant way to proceed?
• Deflect and reiterate how they will not experience the same issues with Verizon.
• I.E. Mr/Mrs. Customer, I hear your frustration; however one of the greatest things about Verizon is....
The customer placed the order with the impression that the internet would only be $40 a month. The agent sold 1 Gigabit internet speed to the customer at $89.99 and told the customer that after their first month of service, the customer can lower the speed to 400M and with the auto-pay discount the price will be $40. The agent told the customer to call her and she will take care of that. The agent told the customer that it will be $40 a month after the first month and there will not be any extra charge. The customer asked if the $40 price will be for life and the agent told him that that price will be locked in for a lifetime.
• This rep told the customer to sign up for the Gig service in order to bypass the $99 installation fee. (Gaming the system)
• Reps are not authorized to call Verizon on the behalf of a customer after the installation to make any account changes.
• We cannot guarantee a price-lock for life.