Know your Scorecard
These are the 3 metrics that are part of your Scorecard.
What is XM Close Rate, HSD Close Rate, and Rev per Chat?
This is the part of Call Flow, that focus's on abstracting as much household information as you can, in order to position products.
What is Discovery?
This is the current every day rate, for 2 lines of Xfinity Mobile.
What is $60?
This is the city and/or state, Comcast originated.
What is Tupelo, Mississippi?
This is the city where your Supervisor resides
What is Seattle?
These are the 3 catagories of scorecard ratings.
What is, "off track" "Effective" and "Outstanding"
This is the section of call flow, that introduces yourself to customer, allows you to empathize, disarm, and take control of the conversation.
What is the Opening or Starting the Chat right?
This is the current price difference between Unlimited and Unlimited Plus plans.
What is $10?
This is the city where Comcast corporate headquarters currently reside.
What is Philadelphia?
This is the name of your Academy Manager
Who is Jeff Castillo?
This is how close rates are calculated on Scorecard.
What is number of units sold, by number of chats taken?
This is the section of call flow, that allows you use tie backs, and value proposition, in order to close a sale.
What is Presentation?
This is the program that offers customers piece of mind, knowing they can seek device troubleshoot help, as well as repair/replace their device, with minimum additional cost.
What is Xfinity Mobile Care?
This Comcast subsidiary, is one of the largest media Networks in the world, and has produced hit sitcoms like, Friends/Chicago Med/Seinfeld/Notre Dame football/ and Sunday Night Football, to name a few.
What is NBC?
This is the name of your Academy Director.
Who is Javier Ruiz?
This is how they calculate, your Rev Per Chat.
What is activated Revenue, divided by Chats taken?
During XM discovery, these are the most important pieces of information to find. (multiple answers)
What is, "how many lines are in the household, and how much do they pay?"
This is the monthly cost when adding a smartwatch to Xfinity Mobile account.
What is $10?
These are the two States, where Comcast/Universal, has world class theme parks.
What is California and Florida?
This is how many children your Supervisor has.
What is 3?
Agents scorecard, not only impact your Peer ranking, for mini-bids and realignment, but also this..
What are End of year reviews, and hourly wage increases?
This is the part of Call flow, that focus's on behaviors that help you handle receiving a "no" from your prospective customers.
What is handling objections/concerns?
Current initial monthly cost, for an existing customer who is doing BYOD on 3 lines of Xfinity Mobile.
What is $20 x 10 months?
Who is Ralph Roberts?
This is your Supervisors favorite place to Vacation.
What is Hawaii/Honolulu?