Crush The Comp
To Crush The Competition, you need to Start with Competitive-Based _____ _____ to reveal Competition Details.
What Are Discovery Questions
Where can you go to access Competitive Edge in Agent OS?
Retention Tab
When a Customer calls to disconnect what is the first question that should be asked?
WHY?
What Does ARM Stand for in Greeting?
Acknowledge, Respond and Move on
Where can we find mobile competitor information?
Listen for Competition ______ and ____ when a customer does not directly mention the competitor's name.
What are buzzwords and cues.
How can you submit new offers in Competitive Edge?
Report New Offer Button
After asking why a customer is disconnecting if they advise Competition what is the second question that should be asked?
Where?
The ____ __ ________ transitions the conversation to asking the customer questions.
Bridge to Discovery.
What does a valid Mobile Pitch consist of?
Price, Feature, Benefit
Always ____ On Every Call.
What Fiber Company's are options using Zip Code 28751? (Hint There are 4)
AT&T
Bright Speed
Frontier
Zito
What are all the Save Attempt Criteria needed for MOVING save attempts both in and out of the area?
Capture Forwarding Address
Eliminate anyone staying behind
In area: Transfer discussion
Out of area: thank them for their business
What types of questions should we lead with asking the customers?
Open-Ended
What verification do we need to use for a Customer who is 0-3 months tenured and purchasing new devices per Gen8134
SSN & DOB
What are all the Competitive Tool's and Resources we have at Spectrum?
Competitive Edge
Mobile Savings Calculator
Retention Tab
Retention Offer Index
CoPilot
Features and Benefits
T Mobile Fixed Wireless is potentially NOT compatible with which streaming services according to Competitive Edge?
Hulu Live & Sling Tv
For Price/ Lack of Use calls what are all the Save Attempt Criteria?
Ask targeted, probing questions.
Make it clear that other options are available.
Emphasize the value of our services.
What does B.I.B stand for within the Call Flow?
Based on, I recommend, Because ...
True or False: I do not need the correct SSN, DOB, or IMEI to process a mobile sale?
FALSE: All information needs to be accurately entered.
"You're a really informed customer about x company... let me ask you a few things.." Is an example of what within the Call Flow?
What Is Bridge To Discovery
Where Can you find the Verizon Fixed Wireless Vs Spectrum One Comparison Chart in Competitive Edge?
Competitive Info Articles
What is the goal for Save Attempt?
100%
What are the Retention Save Tactics?
Upsell, Value, Discount, Final Save
In Competitive Edge where can I find the International Pricing link?
MobilePedia Reference Links