SALES JEOPARDY

ACCOUNT AUTHENTICAION

100

1. Callers must be a ________ or _______  and provide ________ or _______ before assisting?

Authorize holder or user  and provide account verification or authentication

200

2. Payments can be performed after ___________?

Account Verification

300

How much security criteria is needed for Account Verification and name them?

2, Account number, name, address, phone number

400

Restarting Service can be done by ______?

Authorize Holder only

500

 How many security criteria is needed for account Authentication and name them?

1, pin, security code, token, security question, service order date

MOBILE

100

Breakdown the amount that needs to be collected upfront when placing a new mobile order with a new device purchase and insurance

* plan + device pmt + insurance/smpp + activation fee + device sales tax

200

 maximum number of lines you can get for a new customer?

*New customers can be approved for up to a maximum of 10 lines based on the results of the ECC.  gen8134

300

whats covered in smpp and  how much time does the customer have to be able to add smpp to a device

* Begins on the date the customer enrolls in the plan, or device shipment date, whichever is later. 

• Loss/Theft 
• Accidental damage 
• Hardware service for mechanical/electrical breakdown (after the manufacturer's warranty expires). 

 * AT THE TIME OF ORDER 

400

when performing ecc, and the caller is the au, whose information are you running the external credit check for? name the copilot article

(gen8134)

500

List  6 requirements if spectrum mobile customer is requesting to unlock their device

• Customer's account must be current (i.e., no past-due or delinquent balances).
• The device must be paid off.
  • If there is one payment pending on the invoice, the device can be unlocked. That final payment will be made on the next Auto Pay date.
• The device must be from Spectrum Mobile.
• The account must be active for at least 60 days.
• The device can't be blacklisted (e.g., reported as lost or stolen, or as being involved in fraudulent activity).
• In the case of a return, only the replacement device can be unlocked. The customer needs to return the original device.
• For inactive accounts, the customer must be the primary account holder.

COPILOT: HOW5690  

ORDER ENTRY

100

CCI to transfer into an area with a different SYS PRIN, How would you process the transfer?

DISCO AND CONNECT AS NEW; 

200

CCI to restart, was disconnected earlier today, do they retain promotional pricing?

NO

300

3 codes necessary for adding apple tv on 23 month payment plan in CSG?

• A Apple TV: This code is used for tracking and must be added to the customers account for their Apple TV order.
  • Only one code is needed per account with Apple TV.
• Apple ship: This code is used for shipping and must be added to every Apple TV order.
• A TV Full: Select if the customer would like to pay for the device in full. (This code should match the number of devices the customer requests to pay in full). Proceed to step 6.
  •  A charge of $180 will appear as an installation fee on the customer's next statement.
• A TV Sprd: Select if the customer would like an EIP plan. (This code should match the number of device the customer requests to have on EIP). Proceed to step 5.
  • A charge of $7.99 will under other charges on the customer's next 23 statements. 

400

TV customer, wanting to add voice, in CSG, which code must you have to process order?

HP AUTHO, HP ACTIVE, SETTOP cid 

500

DeBulk customer calls in due to services being "disco in error", which copilot article do you pull up? 

GEN1670

SCOPE OF SUPPORT

100

CCI having trouble with apple tv set-up; 

Transfer to internet repair

200

CCI wants to setup services at an apartment complex with an HOA contract?

 Transfer to Bulk sales services

300

CCI has internet and voice service wants to add cable?

Keep

400

CCI wants to remove services off of a pending order?

Keep

500

CCI has internet wants ebb?

Transfer billing

PRODUCT KNOWLEDGE

100

How many channels are included in TV choice and TV stream?

TV CHOICE: 15 

TV STREAM: 25

200

Will the spectrum TV app give you the same lineup as you subscribe to when using it outside of the house.

NO 

300

Which package is required in order to get an apple TV?

SPECTRUM TV AND/OR SPECTRUM INTERNET 

400

What is the maximum number of SPECTRUM INTERNET can a residential household have; 

6 

500

What type of devices does the spectrum TV app work on?

MOBILE DEVICES: 

* IPAD/IPHONE

* ANDROID

* WINDOWS PHONE

*KINDLE FIRE 

CONNECTED DEVICES

* 3RD GEN 

-XBOX ONE AND CHROMECAST 

*SAMSUNG SMART TV 

* APPLE TV 4TH GEN