Regulations & Policies
How many Xumo devices require a professional installation?
5
What does ARM stand for?
Acknowledge, Respond, Move Forward
Can you watch live TV while searching the Xumo menu for your shows?
Yes
Using the image of a customer statement provided, how much is this customer paying for WiFi Service?
$10.00
What are the four Components and Weights of our Customer Solutions Commissions?
Revenue Yield - 10%, PSU Save Yield - 30%, Single Play Save Yield - 40%, Activated Mobile lines Yield - 20%
Sean is interested in upgrading to our Spectrum Gig Internet as it includes free Advanced Wifi for a great low price. In order for him to get the bundled promotional rate for the Gig Internet service, what else is he REQUIRED to add to the offer?
2 Paid Unlimited Plus Mobile Lines ($10 discount per line)
What behaviors should you demonstrate to set the tone for the remainder of your call to leave a great first impression?
Upbeat Tone (Happy Birthday Voice) and Greet with Courtesy
Which feature is exclusive to Xumo, and is not found on Apple TV or Roku?
Remote with keypad
Using the image of a customer statement provided. How much will be withdrawn on the next auto-payment is processed?
$79.42
FCC Admin Fee, Ancillary Services, Rental Equipment Fees, Digital Tiers, which of these is NOT part of an accounts Monthly Recurring Revenue (MRR)?
FCC Admin Fees
If TPV/Agreement Check is not completed within 5 business days what will happen to the order?
It will be auto-cancelled
If the IVR identifies a service or billing issue what will occur?
The call reason tab will automatically display if either of these issues has been identified
How many streaming apps come preloaded on the Xumo?
250+
Using the numbers in the image of a customer statement provided. Where can you find the promotional pricing expiration date?
Section 4
Where do you go in Agent OS to send a customer a Helpful Hint?
Sidebar > Relevant Knowledge > Helpful Hints
What will happen to a customers internet service if they have not accepted our terms & conditions?
They will be blocked from using our Internet Services until they agree
Which scenarios require us to offer to send your customer a broadband label?
Adding new mobile/internet, upgrading or downgrading existing internet/mobile plan or speed
Which LOB(s) are required to buy or lease a Xumo?
Internet
Using the numbers in the image of a customer statement provided. Where can a customer find their previous balance?
Section 3
You save Sharon, a Monthly Subscription Service customer, from disconnecting and added Entertainment View to her current TV package. When will she be charged for the Entertainment View?
On her next billing cycle
During your Recap & Close, what information should be provided?
What is required for a customer to restart services on a disconnected account?
They must be authenticated
What is the cost for remote replacements with the service fee model for Xumo?
Remote replacements are free with the service fee model
Where on your customer's bill can they see information about our Monthly Subscription Service (MSS) Policy?
Bill FAQs section
Which 2 tabs in Agent OS do you select to create or manage an account in Ascendon?
Billing, Customer Solutions