Which of the following are features of a Spectrum HD Receiver (Select the best TWO answers)?

Record up to two programs simultaneously

Which of the following can only be completed by the Account Holder?

Make Contact changes (i.e. email address and telephone number)

Which of the following is an example of a high-value discovery question?

What type of devices do you connect to the Internet?

May I have your full service address?

Have your heard of Spectrum Mobile?

Would you like me to upgrade your Internet speed?

Which of the following is NOT a feature of Spectrum Voice service?

Call Rejection Automated Messaging

Which of the following is NOT TRUE regarding Fiber to the Premise (FTTP)?

The service is only provided by third-party vendors

FTTP provides increased bandwidth capacity

FTTP provides a more secure network

FTTP architecture includes EPON, EPON + RFoG, and RFoG

Which of the following is the only information that may be disclosed to a customer who has authenticated the account?

Balance and services on the account

Secuity Code/Pin or last four of SS#

Which of the following offer combinations is NOT available to give to customers under any circumstance (Select the best TWO answers)?

Free cDVR Offer + $50 Off Offer

Free Premium Offer + $20.00 Off Offer

Free SVI (Spectrum Voice International) Offer + $10 Off Offer

Which of the following options best describes the items covered in the Greeting phase of the Retention Call Flow?

Greet the customer, appropriately respond to the reason for the call, provide empathy/sympathy statements, perform required authentication, and use a Bridge to Discovery statement.

Greet the customer, review acount history, determine the root cause of the call, perform required authentication, and use a Bridge to Discovery statement.

Greet the customer, appropriately respond to the reason for the call, sell/reestablish value, manage objections, and use a Bridge to Discovery statement.

Greet the customer, verify the customer's email address, provide empathy/sympathy statements, offer additional assistance, and use a Bridge to Discovery statement.

Which of the following options is NOT a Retention tactic used in the Resolution part of the Call Flow?

Competitive Compare - Provide a list of reasons why all other companies are bad

Value – Save all LOBs with no change in revenue

Upsell - Increase revenue through upsell opportunities (including Mobile)

Discount - Save the existing LOBs at a small discounted rate

Which of the following programs does NOT make a customer eligible for Spectrum Internet Assist (SIA)?

Supplemental Nutrition Assistance Program

National School Lunch Program (NSLP)

Community Eligibility Provision for NSLP

Supplemental Security Income (SSI) for customers 65 years or older

Which of the following statements about Retention Core (Dollars-Off) offers is FALSE?

Dollars-Off offers can be applied to ancillary services like HBO and DVR Service

Dollars-Off offers are in $5 increments and range from $5 to $45, dependent on the customer's services

Monthly Recurring Revenue (MRR) must increase by $5 or $10 more to use Dollars-Off discounts on Double and Triple Play accounts

The Dollars-Off promotional rate appears separately from other discounts on the bill statement.

Which offer category in the Sales Offer Index would you use specifically for existing customers?

General Market Offers - Single Play Offers

General Market Offers - Double Play Offers

There are no offers available for existing customers

Which statement about Advanced Home WiFi (AHW) is FALSE?

Customers must have TV service to qualify for AHW

AHW offers deeper insight into the customer network down to device level via WIN and the My Spectrum App

A customer must have an AHW-compatible router to use the AHW features

AHW delivers a state-of-the-art in-home network experience by automatically optimizing the WiFi network and the connected customer devices to improve overall performance

Which statement is TRUE about adding Spectrum TV Choice 15 to an account (Select the best TWO answers)?

Cannot have had Video service within the last 30 days to qualify for Promotional pricing

Spectrum Receivers are optional if the customer also subscribes to Internet service. Certain channels are not available to customers who opt to go with the boxless solution.

Customers MUST choose all 15 channels at the time of sign up, they do not have the option to choose them later.

Customers must have a computer - Smart TVs alone are not eligible

Which statements are TRUE if Customer Verification generates past due message? (Select the TWO best answers)?

Customers are required to pay all past due money prior to scheduling installation

If a customer refuses to pay the debt or return unreturned equipment, the work order cannot be processed and must be cancelled.

Prepayment of the first month’s service is NOT required to be paid prior to scheduling the work order, if the customer is disputing the balance due

If a customer disputes the debt or unreturned equipment fee, the agent must proceed with completing the order and then let his or her supervisor know about the possible dispute. Do NOT collect any payment (even the first month's balance).

Which transactions require you to get a verbal acceptance from the customer?

All of these scenarios require verbal acceptance from the customer

New customer starting services with us

A customer moving from one location to another

A customer removing a movie channel

Why is it important you use your call tracker?

The information helps to improve our knowledge of why customers want to add/remove services and impacts your commission

Determining how long it takes to complete a call

You saved Sharon, a monthly subscription service customer, from disconnecting and upsold her to Entertainment TV. When will she be charged for the Entertainment View service

Proration will begin the day that the change is made

At the close of the next business day

It will be backdated to the beginning of the bill cycle

Your caller, Chandra, says she likes to watch Game Shows, Comic Book movies and shows (Iron Man, Batman, etc.), and reality TV. She also said that she adores the programming on HBO and Starz but usually has to get them through Amazon to get them. Based on this information, what TV service package should you offer her?

Spectrum TV Select Signature + Entertainment View, HBO & Starz/Starz Encore

Spectrum TV Stream + HBO & Starz/Starz Encore

Mi Plan Latino + HBO, & Starz/Starz Encore

Spectrum Basic + HBO & Starz/Starz Encore

Your customer, Diego, is upset because he was charged for a full month of service last month. He said his services were suspended for non-payment for a week last month and he would like a credit. What can you do to help Diego

Help Diego understand the reason he was charged for the full month and do an account review to help build value in his services

Offer Diego more services instead of a credit

Provide Diego with a credit for a week of service

Transfer Diego to billing for assistance

Your customer, Isabella, speaks fluent Spanish and English so you offered her the Mi Plan Latino. She wants to make sure her kids can still watch all the Nickelodeon and Disney channels in English. Which offer would best fit Isabella's request?

Spectrum Mi Plan Latino with the Entertainment View + Spectrum Internet + Voice Service and a Mobile calling plan

Spectrum Mi Plan Latino + Spectrum Internet with Voice and a Mobile calling plan

Spectrum TV Select + Spectrum Internet with Voice Service and International Calling Plan

Spectrum Mi Plan Latino + Spectrum Internet with a Mobile calling plan

Review 2

Authored by Stephanie Anaya

Professional Development

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Review 2

What is the name of the add on for Spectrum Voice that allows you to call 70 countries for $5.00?

What is the speed of Spectrum Internet Gig?

What Primary & Secondary reason would you select for a “Ghost call” when dispositioning in the enterprise tracker

What two things does a customer need in order to experience 5G (Select the best 3 answers)?

When can a customer expect to receive their shipped Self-install kit?

When processing a Mobile order, an External Credit Check is used when _________________.

Where can you go in CoPilot to see a list of articles that have been recently updated?

Which day of the week are you NOT allowed to schedule a port order?

Which device is NOT compatible with Cloud DVR?

Which is a feature of Spectrum Internet?

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