Abbreviations
What does PLUS INT mean?
300x10 mbps internet speed
I am currently paying 60 a month for verizon?
Offer our 29.99/39.99 unlimited on the same towers but more reliable network, along with byod!
How much is the paid wifi?
7 dollars
What is the first thing we have to do on every call before we can touch anything?
verify and authenticate
Customer calls in with no internet and just bulk cable. They are a young adult who works from home and has 2 kids. What level of internet would you recommend?
Strat with gig and go through each internet and see what fits them best (top down) while offering the other promotions like free mobile they can now have
What does A/O mean?
Additional Outlet (extra equipment)
I am on a family plan.
No worries, Let me ask
1.) how much do you pay for your part of the plan?
2.) how much does your family pay
cause the savings will be x for x amount of lines making your whole family keep extra money back in their pockets!
How much is bundled voice for an existing customer?
14.99
Can we talk to a user than isnt on the account anywhere?
No, we need to ask the Account Holder to verify them before-hand
A customer is calling in to buy mobile, They are middle aged and fairly use their phone often, they stream and do some youtube often on it. They use 25-30 gbs of data a month. What plan would you recommend and why?
First start with unlimited plus due to the data usage, but then pitch the other features such as advanced Wi-Fi
advanced roaming/ then you can go back to the 29.99 if that will fit better based off their reaction.
What does EHH mean?
Email helpful Hints
I just dont have the time to talk about this
I totally understand that, however i am still finishing your main internet /cable and this is gonna be a few minutes to get that done so alone with your other savings your properties gives you access to this- lets talk about who are you currently with for your phone provider/...etc..
How much is unlimited talk text and data for mobile?
how much is the activation cost?
29.99$ and 20$ for the activation
Find the error in this statement.
Agent- "We are all finished today, ill make sure to get you the paperliss billing sent to the email you told me, and your account number is 356788001455722, call back anytime with your security code and we can make sure you are taken care of!"
We cannot give out the Account number!
nor SSN. Even the name or any info shouldnt be given unless repeating back to confirm!
An older woman lives at a elderly home and claims that she has wifi but it sucks and is super slow..it disconnects often. You see on the account we don't have any bulk or paid internet (she claims it is spectrum). What would you do or say about this situation?
Usually in homes like that, It is a guest public internet service. If you don't want your banking info showing in the network or you just want that secure connection it would be either 29.99 or 49.99 potentially. lemme see the best deal I can help you with!
What does CDVR mean?
Cloud dvr (for xumo and spectrum tv app)
My business pays for my phone line
Along with them paying, they do have access to your private messages and data history. if you want to have a private network on your same phone without financing anything extra. i can give you a esim that allows you to switch between work and pleasure without them monitoring you for free or 10$
How much is 2 Unlimited plus phones added together?
49.99$ ( 39.99 for one line and 10$ for the second line)
After an order, You are needing to enter the SSN or the BOD. the customer refuses asking why you need it. What is the answer you should give to them to ease the tension?
This is called An Internal Liablity check, it doesnt run a credit check, but it runs your info through our system to make sure there is no cable fraud potentially happening. this is a recorded line for quality assurance so we don't keep or save your number onto the account either.
A customer is calling in for Retention, they are cancelling their internet and they say they are going to a new provider
What are 1-3 questions should you ask them before you disconnect?
1.) where are you moving?
2.) when ar eyou moving?
3.) what is that address so i can get you the final statement to your new home
4.) did you know that since you still have spectrum services we can get you a discounted/free mobile. who are you currently with?
5.) Are you moving or just need a better price? we can discount and give a free mobile too. what is going on today?
What does NYCHA mean?
Im currently on mint mobile for 30 a month.
I totally get the price, enough so we are actually the same price but with our service we are on Verizon's 4g/5g towers so the quality will be superior in all areas of America. and when you are on our included spectrum wifi you even get a gig speed boost for your phones. why wouldn't you want better service for the same price.
How much is price for the DVR service 2-4 boxes. Promo or standard
9.99$ is the promo price and standard is 19.99 after 1 years
Customer is calling in to cancel services, it is for August 20th 2024. What is the problem with this request?
We are unable to do any order check for more than 30 days out i am afraid but let me see what i can help you with today, were you doing that disconnection for? to save extra money or are you moving soon? - go into a conversation.
DOUBLE JEOPARDY
- customer is calling in for managed wifi-
they complain that the wifi speed is slow across the home and they work from home
Offer paid for internet and see what speed works, and see if they can have access to the free mobile and wifi deal with spectrum one.