New install
What should your immediate next step be if you did not find the customers address ??
Confirm the address again with the customer
What must you do before clicking submit on an order?
Recap the order with the customer
How would calls made outside of the customer´s calling plan reflect on their bill ? (What section)
One Time Activities/ One Time Charges
DOUBLE POINTS
Your customer mentions that their father has just passed away.
What should your immediate next step be ?
•Empathize
•Acknowledge
•Assurance to help
What the best way to connect with a customer that is placing a move order ?
Congratulations on your new home Mr. Customer ¡!¡
How do you process a successful LIFE ON FIOS ??
•Send the link to the customer
•Recap the order
•Enroll in Auto pay if necessary
•Have the customer agree to the terms of service
Why won´t removing the phone service lower the customer´s bill?
The customer will be losing discounts from having a triple play and downgrading to a double play
The customer requested to make a partial payment towards the bill on the 6th. What should you do next?
Set up a Payment Arrengement
Your customer is calling in to cancel his account because he’s changing to another provider,
What should you advise the customer before proceeding with the cancelation?
You won´t receive the same level of quality Verizon FIOS provides
What separates Verizon´s internet from the competition ?
Symmetrical speeds
What other option do we have available for customers that don´t pass the credit check?
$250 deposit / Prepaid acct
What does the incoming customer have to pass when creating a change of ownership ?
Credit check
DOUBLE POINTS
Your customer wants to review their bill but doesn´t have access to his paper bill or to his email
What other options are available?
Verizon.com MyFIOS App IMG
What´s your first step to check if a customer calls in to cancel their account due to high charges?
Review the customer´s bill with them and explain why it´s high
What must you do before performing a credit check ?
Always ask for permission
How does the customer gain their deposit back ?
Paying on time
What is the best way to discuss the customer internet speed and needs?
Ask probing questions regarding the customer´s internet usage.
What is a partial disconnect ?
When you only remove part of the service. (1 or 2 services will remain)
Customer wants to cancel because of high charges. You already reviewed bill and his term agreement has expired.
What is your next step?
See if a better agreement (contract) can be offered
DOUBLE POINTS
TRUE OR FALSE:
You can provide the customer the last 4 digits of an international call on his bill after safeguarding?
FALSE!
You CANNOT provide any CPNI information by phone
What tool in optix helps you determine the customers service needs?
Rep guidance tool /Q&A
DOUBLE POINTS
What is the biggest benefit when migrating to Fios service?
Better service, quality and reliability
What is a voluntary service interruption?
Vacation suspend
You have already reviewed all offers with your customer and he still wants to cancel , what is your last resource?
See if a save offer / loyalty discount is available
How do you advise a customer they need to return their STBs while maintaining rapport ?
I see that you have a couple STBs that need to be returned to a Verizon retail store