CALL FLOW
SPECTRUM TV
SPECTRUM INTERNET
SPECTRUM VOICE
SPECTRUM MOBILE
SPECTRUM ABERVIATIONS
100
State the order of Call flow
Greeting, N.A.M.E, A.R.M, set an agenda , Discovery, Pitch/Offer, Overcome/A.I.O.A.
100
True/ False: There is no limit to how many STB's you can have on one account.
False: only *8
100
True/False: Customers receive a discount for using their own modem.
False: Customers who use their own modem do not receive a discount on the service rate.
100
Spectrum Voice works with most Life Alert Systems?
True
100
How much is a smart watch activation fee?
$0
100
What does CCI stand for?
Customer Called In
200
Define A.R.M. and provide an example for each letter.
A- Acknowledge, R- Respond, M- Move forward
200
True/False: Spectrum Tv Customers Save $5 when signing up for auto-pay.
False. Customers Only Save $5 with auto-pay for Internet
200
*Double points*
Name all the internet packages+ the speeds!
SIA-50, Int 100-100, HSI plus-300, Ultra-500, Gig-1000!
200
True/False: Spectrum Voice International (SVI) allows you to enjoy unlimited calling to 100 countries?
False (70)
200
Can An Upgrade in service be scheduled in advance?
No Upgrades cannot be scheduled in advance. All upgrades take effect immediately.
200
What does ACW stand for?
After Call Work
300
Define N.A.M.E. and provide an example for each letter.
N- Name, A- Address, M- Mobile #, E- Email
300
what can you not add to TV essentials?
TMC
300
How much is HSI + w/ Gig at Standard Rate w/o Auto Pay?
$114.99
300
What must we offer all new voice customers?
Battery Backup
300
What are speeds lowered to After a line uses 50GB?
Reduced to 1Mbps download/512Kbps upload
300
What does PIA stand for?
Payment In Advance
400
Define A.I.O.A and provide an example for each letter.
A- Acknowledge, I- Isolate, O- Overcome, A- Assume the sale again
400
True/ False: Xumo boxes only work in Spectrum connected homes.
False.
400
True/False: Customers can call in an schedule an appointment for their personal router or modem.
False. You can not schedule Service Appointment (trouble calls) for issues related to third party router devices.
400
True/False: Customers may have up to three independent telephone lines with their residential Spectrum Voice service.
False
400
What are speeds lowered to After a line uses 10GB?
Reduced to 600Kbps download speeds for the rest of the billing cycle.
400
What does BYOD stand for?
Bring Your Own Device
500
Define R.I.P.E.S and provide an example for each letter.
R- Revenue, I- Image, P- Productivity, E- Efficiency, S- Safety
500
Do all Residential customers have to accept Terms and Conditions (T&C) to use our Internet and/or Voice service?
Yess.. Residential customers must accept Terms and Conditions (T&C) to use our Internet and/or Voice service. 
500
Gig Customer calls in because they are not getting the 1000mbps download speed on speedtest.com, how can you explain this situation to the customer.
Download speeds up to 1000 Mbps are possible with a hardwired connection. Typical speeds are between 750 Mbps and 900 Mbps using wifi.
500
What equipment does a subscription to our Voice Services have to include? Can it be third party equipment?
Must be a Spectrum-issued modem
500
When adding a new Unlimited or Unlimited Plus LOS mid-cycle, is the Monthly Recurring Charge prorated at sign up? & Do you still Apply a one-time activation charge?
Yes & Yes
500
What does DPP stand for?
Device Payment Plan
600
Define L.F.B.B and provide an example for each letter.
L-Link, F-Feature, B-Bridge, B-Benefit
600
What are the 5 seasonal sport packages we sell?
NBA league pass, MLB extra innings, NHL center ice, University of Hawaii football, MLS direct kick!
600
How much is one Xumo PIF?
$60 
600
what countries does spectrum Voice call? (without SVI)
Canada, Mexico, The U.S. virgin islands, Puerto Rico, Guam, American Samoa, and The Mariana islands. 
600
Up to what amount is offered for mobile CBO?
We don't offer CBO for Mobile 
600
What does ACP stand for?
Affordable Connectivity Program