SPECTRUM
What information is required to sign up for mobile service?
Valid SSN/ITIN and Credit Card
True or False:
AT&T Bills 1 month in advance
True
Can Viasat be used as a secondary internet connection?
YES!
True or False:
If VIASAT is unavailable, we can offer Hughesnet as an alternate
FALSE
We cannot offer Hughesnet
Where can you safely store customer PCI?
Nowhere.
Saving Customer PCI is NEVER allowed.
How much are two new unlimited plans?
$29.99 each
What is the importance of the "Secure Link"?
The Secure Link helps the customer retain control of their sensitive information.
A customer mentions they work from home and use the internet primarily for work and online gaming, what package should you offer?
Revalidate address and find a Spectrum, AT&T or Pip provider that is better suited for the customer.
Cincinnati Bell, Frontier, Windstream, & WOW
Recap all details of the order and receive consent from customer to process the order.
How much will a Quad Play increase in the second year?
$12.99
What are the Roll to Pay offers you must disclose?
Price during Promo Length, Promo Length, Price after promo period, how to avoid being charged after promo period ends, applicable monthly/seasonal charges
How much is Easy care for the first year?
Free for first 3 months and 8.99 monthly after trial period
Which PIP Provider Requires a Contract?
Consolidated Communications
What should always be read before disclosing pricing?
CPNI
What is the difference between Wifi Hotspots and Mobile Hotspots?
Wifi Hotspots are provided by Spectrum to use for customers to connect to.
Mobile Hotspots / Mobile Tethering allows you to use your phone data to allow other devices to connect and utilize it's data
When is it okay to log into a customer's account to help them add NEW services?
NEVER
What resolution can customers of the Unlimited Platinum expect?
Full HD in 1080P
Where are 3 areas that WOW is available?
Illinois, Michigan, Indiana, Maryland, Alabama, Tennessee, South Carolina, Florida, Ohio, and Georgia.
If a customer calls in looking to transfer their existing service to their new address, what should you do?
Share the Customer Service phone number and disconnect within 4 minutes.
Customer calls 18554604381 - Spectrum AST Spanish COL 5000 and after you verify the address, you learn they are out of the Spectrum footprint, what do you do (List in order)
Cross-sell:
1ST) AT&T/DIRECT TV
2ND) PIP
3RD) VIASAT
A customer mentions they cannot install satellites on their property, what should you offer and how much are the activation fees?
You should offer DIRECTV Stream as it has no activation fees and you can BYOD
What are the 4 different Viasat Unlimited Packages and their speeds?
Unlimited Bronze - 12 MBPS
Unlimited Silver - 25 MBPS
Unlimited Gold - 30 MBPS
Unlimited Platinum - 30MBPS
What are the 7 Different PIP Providers?
CenturyLink, Cincinnati Bell, Consolidated Communications, Frontier, Mediacom, Windstream, & WOW
What are three Zero Tolerance Behaviors
Work Avoidance, Hanging Up Calls, Gaming, Slamming, Unprofessionalism, & PCI