Resi Ret Scope of Support
The customer you are speaking to says they are moving to a new home and would like to transfer their service. How do you handle this call if the customer is moving from one serviceable address with the same legacy company to another?
Complete Transfer request
Which of the following options is NOT a Retention tactic used in the Resolution part of the Call Flow?
Competitve compare
How often must you use your call tracker?
Every call
DAILY DOUBLE
TRUE or FALSE: If customers with TV and Internet receive a Retention Offer, they must maintain BOTH lines of business to keep the discount.
True
When can a customer expect to receive their shipped Self-install kit?
Within 2-3 business days in most cases but sometimes up to 10 days
The customer you are speaking with would like to take over the account of their roommate. How would you handle the customer’s request?
Create UCM TICKET
DAILY DOUBLE
Which of the following options is NOT a phase of the Retention Call Flow?
Follow through
DAILY DOUBLE
Why is it important you use your call tracker?
The information helps to improve our knowledge of why customers want to add/remove services and impacts your commission
Which of the following statements about Retention Core (Dollars-Off) offers is FALSE?
Dollars-Off offers can be applied to ancillary services.
Which of the following pieces of information is NOT included in the Account Verification process?
The account holder's birthday
DAILY DOUBLE
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 IP Streaming
How do you transition from discovery to the resolution part of the call flow?
Use linking statements
TRUE or FALSE: Certain fields or options in the call tracker only become available in the Call Tracker based on selections you made as you proceed through the form.
True
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 and value
Which option is NOT a Retention Targeted Behaviors?
Offer the most aggressive pricing as a first save attempt
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?
Address julia's concerns
Which of the following options best describes the items covered in the Greeting phase of the Retention Call Flow?
Greet the customer, appropriately respond to the reason for the call, provide empathy/sympathy statements, perform required authentication, and use a Bridge to Discovery statement.
TRUE or FALSE: You can only select one offer at a time in the Offer(s) drop-down menu of the call tracker.
False
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
Which statement is an example of something you can say to help reduce mutual silence periods?
"It just takes a little bit for the system to check serviceability, let me tell you about our TV Channel apps while we wait"
Aaron is past-due on his account and will not be able to pay until next week. He has requested a promise-to-pay until next week. How should you handle this request?
Transfer aaron to billing for assistance
Which of the following is an example of a high-value discovery question?
What type of devices do you connect to the Internet?
What Primary & Secondary reason would you select for a “Ghost call” when dispositioning in the enterprise tracker?
UNCONTROLLABLE RETENTION -> INCOMPLETE CALL/GHOST CALL
What is the highest Dollars Off offer a Customer with SPP 3.0 TV Select and Internet service at standard rate can receive?
30
DAILY DOUBLE
Which item is NOT covered in the verbal acceptance script?
Overcoming hesitations to your first offer