Section 1
what is the name of the Fios tv plan that allows the cx to choose up to 5 favorite channels?
Your Fios tv plan
on what tab so you click on to see all the product options ?
PRODUCTS TAB
what is an ETF and what kind of accounts does it apply to ?
it is a 350$ fee applied to only Contract accounts
where can you see the customers tv/channel usage ?
in TV section of products "usage details" or in Snapshot TV "usage details"
what are 3 premium movie channels ?
HBO,CINEMAX,STARZ,EPIX,SHOWTIME
what are the 3 DVR services that we offer ?
DVR for fios tv,
MDVR enhanced,
MDVR premium,
what can be 3 possible "Contract" options to choose from for a customer ?
continue with expired contract
no contract
renew contract
what are the 3 steps for a successful "Intro" to an incoming call ?
define the Whole home wifi and what it offers ?
offers:
-monthly wifi metrics
-extender included in case its needed
what are the 2 routers that cx can have available to them ? and any add on equipment .
Fios quantum router
Fios home router
Fios Extender
Fios Orbi
what does BBE&E stand for and what kind of services are they ?
BROAD BAND ESSENTIALS AND EXTRAS -
safety and security for all your non fios home devices.
name the traditional channel packages (atleast 4)
extreme hd, ultimate hd, preferred hd, custom tv packages, mundo, mundo total
name all the Mix & match packages
the most fios, more fios, your fios
can cx's have special prices and/or discounts or promotions due to having a verizon wireless acc ?
T/F
TRUE
what does CPNI stand for and what does it mean ?
CUSTOMER PROPRIETARY NETWORK INFORMATION
the process of protecting cx info on the account.
what is the time process for a an account that can go from "active" to "cancelled" due to non payment ?
1-2 months - late fees
3 months - suspended account
4 months - finalized/cancelled account
5-6 months - information on acc can be transferred over to collections.
what are atleast 5 of the self help options for payment?
is the IWM an addon or can it be sold as an individual service ?
BOTH !
the inside wire maintenance can be sold on its own and it can be a "bolt on " service to the home protect or home device advisor.
what is HDNO ? and give an example of a service or product that apply.
HONOR DO NOT HONOR -
fios digital adapter, TV card
standalone LEC voice, reverse migration
offering return kit for equipment
what tool in the time line can we use to research past emails and messages sent to cx from verizon ?
communication history
how much time does autopay take to apply on the account, vs the time the autopay disc to apply ?
autopay process - on 2nd bill or 30 days
autopay discount - immediately once applied
what tools do i have if i wanted to check past rented or bought movies, and if cx wanted a credit applied what additional tool can we use to process that adjustment?
fios tv purchases
adjustment link in running balance tab
explain what is a deposit ?, how much is the cost ? what are the rules ? and how do we determine a cx needs one ?
250 down payment fee that applies to cx with bad credit and must make all their payments on time for 12 months, if cx misses payment another month will be added. after 12 months the deposit is returned to customer.
what are the rules and charges for a cx that needs their physical bill sent to them ?
cx can have their bill sent to them at no cost through email or physical , bills older than 6 months will have a one time fee. it takes up to 2 days for mailed bill.
what is the difference between the billing cycle and draft date, and what's the difference between an NRC and MRC ?
MRC- is a charge that appears on every bill
NRC- is a charge that doesnt appear on every bill and can be considered prorated
billing cycle- is the date the bill appears on account
draft cycle- is the day the autopay charges the payment