11/14

What pieces of information do we provide Alder when performing a Warm Transfer

• Package bought, Rent or Own, Indoor Cameras or Outdoor Cameras

• Customer Name, Customer Address, Customer eMail

• Badge ID, Customer Name, Pando Number

• Agent Name, Agent Phone Number, Location ID

What do we do if we are performing a Warm Transfer and are on hold for more than 1 minute

• Perform the QA survey ourselves

• Capture the Pando Number

• Give the Pando Number to your Sup

• eMail the Pando Number to HQ

What days are Alder QA open?

• Sunday

• Monday - Friday

• Saturday

• Everyday

For Frontier, how can we ensure our orders are processed completely?

• Ensure all customer info is correct

• Double check our work

• Ensure all fields are filled in

• Focus energy on obtaining customer information

With Frontier Fiber 2 GiG, how long is My Premium Tech Pro offered for free?

• 1 Year

• 2 Years

• 5 Years

• For Life

Earthlink can sell providers such as

• AT&T

• Frontier

• CenturyLink

• Spectrum

In Optimum, if a customer does not want to provide their SSN, what will we tell them to overcome the objection?

• Reassure the customer that it is to ensure they receive the best promotion

• Reassure the customer we are asking to secure the services we are promising them

• Remind the customer we cannot proceed in the portal without this vital information

• Pivot the sale to Spectrum

For Optimum how are we offering mobile?

• We are asking every Optimum customer if theyre interested in saving money and getting better service

• We are checking the Mobile Offer box on the portal

• We are reassuring the customer that a Mobile Specialist will reach out to them shortly

• Business as usual

Why DONT we put false SSN info into the portal?

• Its deception of customer information

• It is manipulating customer information

• It is fraud

• The customer information is incorrect

What is a good discovery/probing question?

• Who is your mobile provider?

• How much do you pay for your current service?

• How many mobile lines do you have?

• Are you interested in saving money??