Billing
How can you access the customer's billing statement?
DISH Promo > View Bills
What do we call it if the customers wants to disconnect services in 20 days?
Future Disconnect
What is one criteria that must be met when offering a transfer of ownership?
TV-Only Account
Must be kept at the same location
Must have leased (non obsolete) equipment
Account Holder must verbally agree to transfer
How long is the commitment for a Price Lock or Preferred Customer Offer?
24 months
Bonus: What is the monthly ETF remaining?
What star status' are not available for the Price Lock offer?
Star 1 & 2
Bonus: What star status' are eligible for the Preferred customer offer?
Bill Tab
Your customer calls in at the end of the month stating “I want to cancel my service. I'm paying way too much for channels I don't want.” What category would you select in Disco Tracker?
Price/Value
For how many months are 50% off Add-Ons available in Programming offers?
6 months
Which credit offer requires a commitment?
1) One-time credit
2) Time without service
3) Credit with commitment
Credit with commitment
Bonus: How long is the commitment
Jim lost service for 3 days due to a receiver issue. Which One Time Credit Offer would you apply?
Time without service
Which of the following customers is eligible for a DISH Pause?
1) Customer who is in a contract with a new provider
2) RV customer who only uses their receiver when traveling
3) Customer who no longer wants their DISH services
4) Customer who is traveling/vacationing
Customer who is traveling/vacationing
How can you identify a New Connect account?
Sidecar is all green
Appointment scheduled for N/C Install
No Tenure
How many TVs does a 722 support?
Two
Which path should you follow to apply a DISH Move-In Deal work order onto a customer's account in DISH Promo?
Plans tab > Plans tree > Equipment Changes (Video) tree > Change Receiver/Move In Deal
Which of the following channels are included in the Smart Pack?
1) Animal Planet
2) Bravo
3) A&E
4) Disney
Animal Planet
Which of the following is a condition for applying a payment extension?
1) Is a telco partner account
2) Received a Payment Extension during the current billing period
3) Is between days 32 and 57 of their billing timeline
4) Is already in hard disconnect
Is between days 32 and 57 of their billing timeline
True/False: If a technician misses the appointment would we modify a new connect work order?
No. We would reschedule the appointment.
What does the 3rd digit in the receiver Model tell us?
# of Tuners
Bonus: Which receiver is an exception to this?
On what day does a Post Pay customer go into a soft disconnect?
40 Days
On what day would a post pay customer see a late fee applied to their account?
30 Days
A recent flood destroyed your customer's home. What Early Termination Fee Exception would this fall into?
Catastrophic Event
What is the contract length for a customer upgrading to the Hopper?
Bonus: What is the ETF per month remaining?
24 months
Bonus: $20 for each month remaining
Where would you go in Promo to help track a shipment for a customer?
RA Research
What are the 5 methods for verifying an account?
Security Code, Security answer, Last 4 of SSN, Location/secure ID, Mydish.com
What is a specific reason why a customer would see prorated credits or charges on their account?
After pause, changing programming, removing a service, changing equipment