Category 1
What comes in the self-setup internet kit?
How to locate your recent accounts you looked at on IDA? Give me the exact step by steps
*click* Yellow Folder on far left
*click* MyClarifyCRM
*click* Last viewed accounts
At the end of a call, I let the customer know they will receive a survey to provide us with feedback but the customer asks me when and where will they find it, how do you respond?
Every customer will have the opportunity to complete a survey link in their email on file which will allow them 4-7 days to complete.
Can you transfer a physical sim phone number into a e sim?
Yes
Physical and E-Sim are not based on phone numbers, it's based on the phones capability.
If a customer has a phone that is e-sim capable, we cannot ship them a physical sim
Does the CVT inquiry affect a customer’s credit rating?
No, CVT does not affect their credit or check their score.
What is the final step in the Recap and Closing process?
Reinforce the customers’ buying decision.. and why you offered it to begin with.. YOU TOLD ME
Why do you need the customers social security number if they just want to check packages and pricing?
in order to qualify the customer for the "best possible offer" we need to run their information in our customer verification tool (CVT) to see what their approved for.
In IDA, what do you click to open a new account and establish new service for brand new customers?
Install button / add contact button
Which type of internet is NOT available at Optimum?
Satellite
What are the three ways to search for a customer in AVA?
Address, Account Number, Phone number
What are all of the VAS Products, and explain what they mean.
Whole home wifi
Total care packages
Advanced security
Which Campaign Code do you select for a New Install customer?
General Use
What are benefits of customers having multiple Optimum services?
More discounts, and makes them stickier (less likely to leave)
The purpose of the CVT is to....
To qualify customers for service and promotional offers while also identifying if there are any prior balances on the account - Remember she is our tea girly.
In IDA, agents can initiate a home phone port request on which tab?
Negotiations
What system or tool is used to complete a Home Phone port?
IDA
Mr. John's account number is: 07837–925821–72. What does 72 mean?
He is the 72nd customer to have service at this address.
Ms. White is a current HFC customer that is moving to a fiber-only area. She expresses concern over fiber service, specifically about whether or not she would be losing her DVR recordings. How do you respond?
“I understand Ms. White…” and proceed to give the benefits of fiber so the advantages outweigh the negatives
Ms. Lola wants to bring her own device to Optimum. She gives you the IMEI number for her Google A32 5G phone, what do you do next?
Let her know Optimum is not compatible with Google phones
What tool can you use to look up the service providers for a address
SmartMove
When would an agent need to perform a Hot Move?
When you called the home owner of the active address but there is no answer, so you proceed with processing a new install at an address where a customer is still active - which will then cut their service OFF and be in the new customers name!
Agents must offer customers the option to view something that details their selected broadband or mobile service before proceeding with activating new service, what is it called?
Mobile and Broadband Nutrition Label
What are the parts of a customer's account number?
Corp Number- 5 digit number that represents a service area.
Customer Number - show us how many customers have been active with service at this address.
House Number -preset number permanently assigned to a specific address
Mr. Jay is moving to a new neighborhood, but his current promotion is not available at the new house. What could you do to close this sale?
Offer any new promotion because he is moving address so now he is eligible for those discounts/promotions
What equipment is included for new fiber service?
Gateway (Modem) + Cables