Cable TV
How many channels come with TV Essentials?
60 networks
What is speed of Internet 50
50/5
What is the first retention offer we use?
Ancillary Offer
What is the Standard DVR fee for 2-4 DVRs
19.99
What 3 mobile plans do we offer
by the gig and unlimited and unlimited plus
When do we do the bridge to discovery?
The Greeting
What is the standard price of TV Stream
34.99
What is the standard price of Internet Plus
69.99
Name 2 things we can not do on a delinquent account
Upgrade/ Downgrade/ Transfer/ Discount
What is the cost of a professional install with gig internet
199.99
What does MFR mean?
When do we do verbal acceptance?
The Resolution
What is the price of Mi Plan Latino
54.99
What does SIA mean
Spectrum internet Assist
What is it called when you put multiple discounts on one account
Stacking
How much do we charge for our modems
nothing
What is the cost of By the gig without core services
34.00
When do we ask for an updated email on the account?
Recap
What premium channels come with TV Gold
TMC, Starz, and Starz Encore
What is the price of internet Gig plus wifi
129.99
What is the offer we can use to give offers like :Free Ultra for 36 months
Stand Alone offers
UPS Store and Spectrum Store
What does MFA mean?
Maximum Finance Amount
When do we uncover household usage?
Discovery
How many predetermined channels come with TV Lifestyle
50
What is the speed of Internet ultra
300-400/20
What is the highest dollars of discount we can add without a supervisors permission
30.00
Do our routers and modems come sold together or separate
They are the same thing
How many lines of mobile can a customer get?
5
When do we upsell?
During Resolution
30 days
What do we charge someone for a un-returned modem
59.99
Can we add free wifi with a dollars off offer?
Yes- free wifi is not considered a retention offer
What do we do if a customer claims they have 3 dvr boxes but are paying for 4?
Check gateways "device management" to see how many boxes have signal
How can a customer buy a mobile phone from Spectrum? List 3
What is the order of the call flow?
1. Greeting
2. Discovery
3. Resolution
4. Recap
5. Close
Name 5 channels that come with the Sports pack?
ESPN College Extra- ESPN Goal Line- ESPN News- Golf Channel- MAV TV- MLB Strike zone- NFL Network- NFL Redzone- NHL Network- Olympic Channel- Outdoor Channel- Tennis Channel
What information can we view on Gateway about someones internet package (List 3)
1. Internet Speed they are paying for
2. Internet Pricing
3. Internet Signal (Active-or not)
4. Internet speed they are getting
5. Internet Modem serial numbers
Can we leave a free ultra for 36 months on an account with internet on standard rate?
Yes- It would be a no if they were on promo rates-
(Is not considered stacking due to already on account, but agent should try at all costs to get them on only one discount)
What do we do if a customer can not return their equipment to a spectrum store or UPS store?
1. Trans to repair to send a rescue tech visit
2. Do a UCM ticket
What is the limit of GBs used for Unlimited plan before throttling
20 GBs
Name 3 valid save attempts for someone wanting to disconnect due to pricing of their internet ( After you reestablish value)
1. Can I offer you free ultra activation?
2. Can I offer you free ultra for 36 months?
3. Can I offer you Gig (upgrade)
4. How about a dollars off offer?