Milestone 2

CALL FLOW/CALL TRACKING

100

How often should you use your call tracker?

EVERY CALL

200

Which transactions require you to get a verbal acceptance from the customer?New customer starting services with us A customer moving from one location to another A customer removing a movie channel All of these scenarios require verbal acceptance from the customer

All of these scenarios require verbal acceptance from the customer

300

Which statements are TRUE if Customer Verification generates past due message? (Select the TWO best answers)    Customers are required to pay all past due money prior to scheduling installation    Prepayment of the first month’s service is NOT required to be paid prior to scheduling the work order, if the customer is disputing the balance due    If a customer refuses to pay the debt or return unreturned equipment, the work order cannot be processed and must be cancelled.    If a customer disputes the debt or unreturned equipment fee, the agent must proceed with completing the order and then let his or her supervisor know about the possible dispute. Do NOT collect any payment (even the first month's balance).

Customers are required to pay all past due money prior to scheduling installation

 If a customer refuses to pay the debt or return unreturned equipment, the work order cannot be processed and must be cancelled.

400

Which of the following is an example of a high-value discovery question? May I have your full service address? What type of devices do you connect to the Internet? Have your heard of Spectrum Mobile? Would you like me to upgrade your Internet speed?

What type of devices do you connect to the Internet

500

According to the Serviceability Scope of Support Matrix, which of the below options are reasons to transfer the customer to the CSC team? The customer asks about construction costs after the YT Site Survey (SRO) is complete in the biller The customer asks about service lines into a development area for multiple homes If they customer calls the main customer service line to return a message from the CSC All of the above

 All of the above

SCOPE OF SUPPORT

100

THE CUSTOMER YOU ARE SPEAKING TO SAY THEY ARE MOVING INTO A NEW HOME AND WOULD LIKE TO TFANFEER THE SERVICES, HOW DO YOU HANDLE THIS CALL 

COMPLETE TRANSFER REQUEST 

200

THE CUSTOMER YOU ARE SPEAKING WITH WOULD LIKETO TAKE OVER THE ACCOUNT OF THEIR ROOMATE, HOW DO YOU HANDLE THE CUSTOMER 

CREATE A UCM TICKET 

300

You have added premium channels to a customer's account and they mention that their Cloud DVR has a picture quality error and is not working properly. How would you help them with this concern? Transfer to Advanced Streaming/IP Streaming Upgrade their Internet speed Create a UCM ticket Transfer to Sales

transfer to advance streaming /ip streaming 

400

Julia has called in to confirm the estimated time of arrival of the technician for her appointment. The system shows the technician has not missed the scheduled arrival window, but since it is close, Julia would like to get confirmation of the arrival time? How should you handle this inquiry? Transfer Julia to Video Repair Escalate to your supervisor to contact Dispatch for you Transfer to Billing Address Julia's concern, there is no need to transfer

 Address Julia's concern, there is no need to transfer

500

Aaron called in asking about a recent price increase on his TV Select package. You are aware of a recent price increase for that service that happened in the last couple of months. How should you handle this request? Transfer Aaron to Billing for assistance Tell Aaron to call back and ask for Billing Retention should keep the call Transfer Aaron to the IP Streaming for assistance

 Retention should keep the call

INSTALLATIONS/OFFER INDEX

100

TRUE or FALSE: The Sales Offer Index includes offers for Internet and Mobile together.

 True

200

when can a customer expect to received there shipped self install kit 

 Within 2-3 business days in most cases

300

T/F customer are not charged for adding additional outlets during initial install but are charged for the truck roll if they call back to get more 

FALSE

400

What type of installation is required when processing a ported phone order?    Self-install    Professional install    We don’t allow porting    They can do either

Self-install  

500

TRUE or FALSE: The appointment window for tech install indicates the possible arrival time of the technician

true

CUSTOMER VERFICATION/ACCOUNT AUTHENTICATION

100

T/F THERE ARE DIFFRENT VERBAL ACCEPTANCE SCRIPTS DEPINDING ON THE TRANSACTION YOU COMPLETE ON THE CALL 

true

200

Which of the following pieces of information is NOT included in the Account Verification process? 

Name of the caller Account number 

The account holder's birthday

 Account full service address

The account holder's birthday

300

TRUE or FALSE: Customer Verification is required for all account requests, including new installs for already active customers at a different address or additional account

TRUE 

400

Which statements are TRUE if Customer Verification generates past due message? (Select the TWO best answers)? 

Customers are required to pay all past due money prior to scheduling installation 

Prepayment of the first month’s service is NOT required to be paid prior to scheduling the work order, if the customer is disputing the balance due 

If a customer refuses to pay the debt or return unreturned equipment, the work order cannot be processed and must be cancelled.

 If a customer disputes the debt or unreturned equipment fee, the agent must proceed with completing the order and then let his or her supervisor know about the possible dispute. Do NOT collect any payment (even the first month's balance).

Customers are required to pay all past due money prior to scheduling installation

 If a customer refuses to pay the debt or return unreturned equipment, the work order cannot be processed and must be cancelled.

500

according to the Serviceability Scope of Support Matrix, which of the below options are reasons to transfer the customer to the CSC team? The customer asks about construction costs after the YT Site Survey (SRO) is complete in the biller The customer asks about service lines into a development area for multiple homes If they customer calls the main customer service line to return a message from the CSC All of the above

ALL OF THE ABOVE 

RENTION OFFER BUSINESS RULES

100

Which option is NOT a Retention Targeted Behaviors? 

Offer the most aggressive pricing as a first save attempt 

Discovery 

Mobile Pitch 

Managing Objections

Offer the most aggressive pricing as a first save attempt

200

What is the highest Dollars Off Offer a customer with SPP 3.0 TV Select + Internet on PROMOTION can receive? $30    $10   $50    $40 

 50    

300

You have added premium channels to a customer's account and they mention that their Cloud DVR has a picture quality error and is not working properly. How would you help them with this concern? Transfer to Advanced Streaming/IP Streaming Upgrade their Internet speed Create a UCM ticket Transfer to Sales

Transfer to Advanced Streaming/IP Streaming

400

Before offering a customer a discount, which of the following tactics should you use as your TOP 2 save attempts (Select the best TWO answers)? Upsell (i.e. increase revenue) Value Save (e.g. keeping all lines of business) Discount is the first option we should give any customer requesting to downgrade or disconnect Final Save (Save relationship with the most aggressive price)

 Upsell (i.e. increase revenue)    Value Save (e.g. keeping all lines of business)

500

Which of the following offer combinations is NOT available to give to customers under any circumstance (Select the best TWO answers)? Free cDVR Offer + $50 Off Offer Free Premium Offer + $20.00 Off Offer TV Choice 15 + $15 Off Offer Free SVI (Spectrum Voice International) Offer + $10 Off Offer

 Free cDVR Offer + $50 Off Offer Free Premium Offer + $20.00 Off OFFER