Xfinity Products/ Features
The speed of connect internet is...
150 mbps download speed and 20 mbps upload speed
Popular TV includes 125+ channels and ultimate TV includes...
185+ Channels
The term of WHEN the bills are being printed
Bill issue date / or bill printout date
Xfinity App
Customize conversation listening/reading for cues and tailor your response to the customer's experience.
Listen/ Read Actively & Respond Appropriately
If the customer rents XFI complete, They will pay $15 for the gateway and $10 for the unlimited data. However if they are using their own gateway, they need to add $__ to get unlimited data?
Enumerate the 3 genre packages included in Pop and Ultimate TV
Sports and News
Entertainment
Kids and Family
The services covered from __ to __.
Billing Cycle / Service Dates
If your customer doesn't have a mobile phone, what is the alternative website that they can search to manage their account?
Keep customer accurately informed throughout interaction using transparent communication ensuring next steps are understood.
Set Clear Expectations
If a customer is enrolled to Superfast or Gigabit Internet speed, what type of model of leased gateway do they need?
XB7 Gateway
If a customer is enrolled to choice TV, they can add at least 2 of the 3 genre packages except...
More sports and entertainment package.
Briefly explain how autopay and paperless billing discount works.
Autopay using credit/ debit card + Paperless billing = $5 monthly discount.
Autopay using check/bank account + paperless billing = $10 monthly discount.
NOW TV costs $__ per month and the customer gets to access __ live channels.
After asking for any additional assistance and summarizing the call - your customer tells you that they are satisfied with your resolution. What should you do next?
Read the NPS Spiel and Close the call in a positive tone.
XI includes a data threshold of...
1.2 Terabytes or 1,200 Gigabytes per month.
What is DVR and briefly explain it.
Digital Video Recording - It allows your customer's to record shows on their X1 box and re-watch it anytime they want.
The customer asks you how much will be their bill next month, however it is not printed yet. Using your einstein360, which tabs should you click?
Billing & Payment > Billing > Future Statements
This xfinity product/device is eligible for customers who only have internet services. This allows them to access Peacock, Netflix, Max and more - and also includes a Voice Activate remote.
Xumo Stream Box
If your customer is partially verified and you already did the effortless introduction, what should you do next?
Ask for the security element available on the account.
1. Account Number
2. Send a 6-digit code
3. Last 4 digits of the card on file
4. Last 4 digits of their SSN.
You are trying to close off sales and your customer only has XI alone. Give me at least 2 questions that you can ask about the customer's internet service.
How's your current internet speed?
How do you often use your internet services?
How many devices are you connecting to your internet?
What activities do you normally do with your internet?
If you customer is enrolled to X1 - Cable services and they don't want to pay $10 for a TV box, what alternative can you provide to the customer?
Xfinity Stream Application
Your customer changed their due date using SSO. How long should it take for the new due date to take effect?
At least 2 billing cycles.
This enables your customer to extend their WiFi within their household especially if there are dead-spots.
Xfinity Boost Pods
Your effortless Introduction should include the following: (4 components)
1. Brand
2. Agent's name
3. Context (reason for calling)
4. Customer's first and last name