Word Problems
NC
EC
CoPilot
100
A CCI and upgrades from Internet 100 (Standard Rate) to HSI+, what RATE would you put their HSI+ in?
Promotional
100
*** DOUBLE POINTS for the team that picked***
NC:
HSI+ no AP, Wi-Fi, home phone (host), 1 BTG BYOD, Self-Install
What is their 1st month bill core
What is their mobile PIA
55+7+20+ 30= 1st month core
20+20= PIA
100
What does this customer currently have and what LOB's or equipment can you offer?
They have HSI no WIFI
You can offer TV, Voice, Mobile
***and for 200 points if you said the following: upgrade Internet, add Wi-Fi, and add XUMO***
100
*** DOUBLE POINTS***
TV Select Plus now comes with the ESPN+ app as well as the Disney+ app. What CoPilot article has more info on that. There are multiple articles but I am looking for the main one.
Half points for answers that are right but not the main article.
GEN8969 Disney+ for TV Select Customers & ESPN+ for TV Select Plus Customers
200
*** DOUBLE POINTS for the team that picked***
A CCI and upgrades from Legacy Lifestyle TV in standard rate to TV Select Signature, what RATE are you setting them up with?
Promotional
200
A NC calls in and wants TV Stream, 1 Xumo, HBO, HSI+ with AP, Wi-Fi, and 1 unlimited mobile BYOD.
What is their monthly rate for core services for the first 6 months?
40 + 15 + 50 = $105
200
EC TV Select with the following:
CCI to add sports tier, 1 Xumo, Wi-Fi, Voice, 1 unlimited data plan (BYOD).
What will their core bill go up each month?
How much is their mobile?
Sports: $7
Xumo: $5 (no new TV)
Wi-Fi: $7
Voice: $20
Core= +$39
Mobile: $0 for 1 year- add voice qualify for 1 free year of mobile
200
If you wanted to find out more about CBO.
What CoPilot article has more info on that. There are multiple articles but I am looking for the main one.
Half points for answers that are right but not the main article.
PR580 Contract Buyout
300
A CCI and upgrades from Internet 100 (Standard Rate) to HSI+ Ultra, what is your MRR?
$20
300
*** DOUBLE POINTS***
NC calls in and agrees to GIG, Wi-fi, TV Select Plus, Entertainment Plus, and 3 unlimited plus, 2 unlimited mobile lines all BYOD.
What is their mobile PIA?
5 activations: $20 x 5= $100
1st month bill: 3 UNL+= $120 + 2 UNL (one free for BOGO) $30 = $150
PIA= $250 for mobile
300
This customer calls in for an ad that says mobile is as low as $20 per month/ per line. After you follow call flow and discover that they have small children in the home and use their cell phone quite a bit for their small business they run from their home with 4 lines paying $160 a month, what should be your first pitch?
Keep in mind commission buckets and business rules. They expressed they were not interested in upgrading their TV or Internet. Do not focus on that with this example
Add Home Phone for the little ones or to locate your business on google and unlock all 4 phones to unlimited data, but yours should ne UNL+, we can save you 480 a year and we don't need to limit your employees, they can feel safe and secure
300
*** DOUBLE POINTS for the team that picked***
If you wanted more information about activating an eSIM, which article would you refer to?
There are multiple articles but I am looking for the main one.
Half points for answers that are right but not the main article.
HOW7159 Spectrum Mobile: Ordering and Activating an eSIM
400
*** DOUBLE POINTS for the team that picked***
A CCI has standard rate HSI+ with Wi-Fi, they want to upgrade their Internet to Ultra with Wi-Fi and add TV Stream. How much extra will their bill be per month +/- $1?
Ultra- $20
Stream- $39.99
Only paying $59.99 for practically double the speed with reliable service of 500 mbps, you can connect all your devices at once and still get security suite to keep all your personal info safe all while being able to stream the most popular TV Shows like Nick, Disney, MTV, BET and so much variety. Our on demand unlocks over 65,000 titles and shows you instantly get access to. Best part, no money down today and you have no obligation because everything we do is no contracts. You can modify as you see fit at any time.
400
Based on the above screen shot, answer the following:
1. What is the location ID #?
2. What type of install is needed?
3. What Rate Center are they in and why is that important for you to know that?
1. 63146000116579
2. Pro-Install- Never Connected
3. Fenton and in case they want to port, they need to be in the same rate center or port to a mobile.
400
EC is paying Standard Rate for GIG Internet, their neighbor just moved in and is paying almost $40 less for the same package. What the frick?
What should you potentially say to de-escalate the situation?
Remember: this is opinion based and you guys are sales agents. Sell me on why your idea is better!
Rate the following options:
1. Bro, that sucks, unfortunately you are in standard rate, so there is nothing I can do for you.
2. That's a great promotion, let's do an account review to see exactly what you have going on, it's only $40 a month to upgrade to GIG by the way.
3. New promos come out all the time, lets do a total review on what you are paying now. Your neighbor has a good option for Internet but you qualify for so much more, add Voice: get a line of UNL+ that allows you to stream HD quality and get uninterrupted navigation and you only pay $10/per month
3
2
1
400
*** DOUBLE POINTS***
If you wanted to email helpful hints to a customer about installing XUMO, what article would you send them?
Looking for the EHH #
go to HOW6536 Using the Spectrum TV App (STVA) or GEN8908 Xumo Stream Box Overview and click EHH.
EHH816 Installing Your Xumo Stream Box
500
***Extra 300 points to whichever team answers all options correctly***
A new customer calls in and wants GIG Internet, Wi-Fi, TV Select Plus, 2 Xumos, and 3 Unlimited Plus mobile lines BYOD. What are their roll up's?
Keep in mind all offers
Hint:
6 months
1 year core LOB
1 year mobile
2 year LOB
6 months: Xumo $5
1 year core LOB: TV Select Plus $10, Wi-Fi $7 = $17
1 year mobile: $29.99
2 year LOB: $15 Gig
500
Based on the above screen shot, what is your error and how would you fix it?
Error: Please select one and only one Internet Plan. Error detected on Spectrum Internet.
Fix: you have 2 Internet speeds selected, unmark one and click next
500
*** DOUBLE POINTS***
Based on the screen shot above, answer these questions:
1. What is the first and last name of this account holder?
2. How much are they passed due?
3. What do they currently pay for? In other words, what LOB's, add-on's, equipment are on the account?
4. What are their recurring charges?
1. Wilma Flinstone
2. $335.89
3. HSI+ no autopay, Wi-Fi, modem, Essentials
4. $91.98
500
If you are having errors in CSG or Agent OS, what CoPilot article can give you step by step directions on how to fix those errors?
GEN2466 Order Entry Errors and Resolutions