1
What should you do at the end of the discovery phase of your call?
A. use a transition statement to shift to asking for the sale
b. overcome objections you heard from your pitch
C. correct the customer's assumptions about our services by telling them exactly what they said was wrong
d. ask questions about the customer's household needs
What is : A. use a transition statement to shift to asking for the sale
which of the following are benefits of the Voice Online Manager in My Account?
a. listen to voicemail messages and manage voice features
b. manage your mobile download speeds
c. watch live tv
d. forward calls from your mobile phone to your home phone
what is: a. listen to voicemail messages and manage voice features
What are the types of questions sales people typically use?
a. open ended/ close ended
b. top and down questions
c. confusing questions
d. rhetorical questions
What is: a. open ended/ close ended
When you create a benefit statement, what should you use to make it effective for the customer?
a. Five9 prompt
b. the phrasing on our marketing website
c. the information the customer provided you
d. your script
What is: c. the information the customer provided you
AT&T wireline, allo, and google fiber overbuild are examples of what type of offers?
a. acquisition
b. upgrades
c. competitive
d. expired
What is: c. competitive
In what stage would you offer product and services that meets the needs of the customer?
a. discover
b. recommend
c. reference
d. connect
What is : b. recommend
which of the following is a channel NOT offered on the spectrum lifestyle package?
a. TNT
b. BBC
c. BET Jams
d. The CW
What is: b. BBC
Which of the following is NOT a required component of an order summery?
a. stating the services ordered
b. explaining the install fee charges
c. breaking down the amount of taxes the customer will be charged
d. providing the total price of the services
What is: c. breaking down the amount of taxes the customer will be charged
Which of the following is a feature of our spectrum voice service?
a. customers have the ability to forward their calls
b. customers can track their data usage on the spectrum mobile app
c. our unlimited plan is $45 per line
d. our service area covers 95% of the US
What is: a. customers have the ability to forward their calls
What day of the week should you approve your timecard?
a. Monday
b. Friday
c. Saturday
d. Thursday
What is: d. Thursday
Keeping your tone _________ ensures the customer stays calm and on target.
a. positive
b. monotone
c. varied
d. loud
What is: a. positive
Spectrum TV Select includes which channels in your local market?
a. NFL RedZone
b. Cinemax
c. NHL Network
d. ESPN
What is: d. ESPN
Which item is NOT covered in the verbal acceptance script?
a. explanation of why they need to go through TPV
b. recap of services added or removed from the account
c. explanation of new monthly rate
d. installation or activation fee rates
What is: a. explanation of why they need to go through TPV
Which of the following is not true about Verizon, Spectrum's network provider?
a. Verizon is a well-known leader in the industry
b. Spectrum maintains a wholesale agreement with Verizon
c. Verizon's network covers 95% of the US
d. we are using the Verizon Network in conjunction with 1 million Spectrum WiFi hotspots
What is: c. Verizon's network covers 95% of the US
What do the last 3 numbers of the crm account number represent?
a. market
b. house number
c. number of services
d. number of customer/ accounts that have been active at this address
What is: a. market
What is something you can do to help manage your time?
a. ignore your emails, focus on taking calls and the rest will come
b. skip discovery questions on calls and go straight to presenting offers based on previous experiences and assumptions about your customer
c. end you call with the customer the minute you are supposed to go on break
d. create an activity log to help you understand where you spend your time and how long those tasks take
what is: d. create an activity log to help you understand where you spend your time and how long those tasks take
Spectrum TV Gold customers can add on which TV service?
a. Starz
b. HBO
c. Digi Tier 2
d. EPIX
What is: d. EPIX
100x10 Mbps or 200x10 Mbps is what level of internet service?
a. internet assist
b. spectrum gig
c. spectrum internet
d. spectrum internet ultra
What is: c. spectrum internet
Customers can track data usage on ________.
a. the spectrum mobile app
b. nothing, they will have to call us
c. the Verizon website
d. the track my data app
what is: a. the spectrum mobile app
What tool do we use to keep up to date on changes to spectrum sales business rules?
a. google
a. copilot
c. CRM
d. aspect
What is: a. copilot
which is an example of working "of the clock" or "at home"?
a. arriving at the office 10 minutes early so you can put your lunch away before your shift start
b. reading your emails before you have logged on
c. staying late, with permission of a supervisor, to finish entering discrepancies
d. accessing your paystub from home
what is: b. reading your emails before you have logged on
Select the question that would best help you understand your customers needs.
a. how many tv's do you own?
b. who else lives in your home?
c. what do you like to do online?
d. all of these
What is: d. all of these
What is this statement an example of?
"Spectrum does not have data caps with their internet services"
a. benefit
b. feature
c. greeting
d. verbal acceptance script
What is: b. feature
Which of the International calling plan offers the customer the ability to call 70 countries for a flat monthly rate?
a. spectrum voice international plan
b. nationwide calling plan
c. global penny phone plan
d. direct international dialing
What is: a. spectrum voice international plan
Which tool do you use to request time off?
a. kronos
b. aspect
c. avaya
d. outlook
What is: b. aspect