Retention Milestone
What is the installation fee for spectrum gig service
$199.99
The customer you are speaking with would like to take over the account of their roommate. How would you handle the customer's request?
create a UCM ticket
select the false statement about the retention offer: spectrum tv choice
customers can add spectrum tv silver or gold when adding spectrum tv choice
which statement is an example of something your can say to help reduce mutual silence periods
it just take a little bit for the system to check serviceability, let me tell you about our tv channel app while we wait
which option is not a retention targeted behaviors
lead with quad play
which statement is true about the retention offer: Free gold for 12 months
may be applied to spectrum tv mi plan latino customers
Which of the following is an example of PSU
spectrum internet
Which of the following is not a feature of spectrum mobile network
up to four spectrum mobile lines with installation of spectrum internet
When can you offer acquisition rates on TV service
when adding a new TV line of Business
which of the following options is not a phase of the retention call flow
follow through
Which of the following scenarios is not considered a down grade
a customer is transferring his or her service
Customers are eligible for a courtesy credit once every
12 months
How many days can your backdate the charge removal without needing supervisor approval
30 days
What is the maximum dollar amount an eligible customer can receive through the spectrum contract buyout program
500
A customer must request credit for an invalid PPV or VOD purchase with in
90 days
Which of the following options is NOT a save tactic used in the Resolution part of the Call Flow?
Competitive compare- provide a list of reasons why all other companies are bad
The customer you are speaking to says they are moving to a new home and would like to transfer their service. How do you handle this call if the customer is moving from one serviceable address with the same legacy company to another?
Complete the transfer request
Which item is NOT covered in the verbal acceptance script?
Explain why the customer must go through Third Party Verification
which statement would build value in our internet service to someone who is concerned about security and protection?
I agree that protecting your children online is important we have spectrum security suite that can help you keep your family safe while browsing
Which sutomer is eligible for the retention: 30 day change of service offer
June started her services last month and decided to remove her tv service but doesn't want the pricing of her internet to go to rack rate
Which customer scenarios require all existing services to be migrated over to SPP 2.0
Luke is adding TV select as a new line of business, he currently has legacy internet service. mary is adding internet ultra as a new line of business, she currently has legacy tv and voice
Which statements can be used to help increase the value of spectrum TV
Many shows from your favorite networks make their programming available in an On Demand format included with spectrum tv silver, enabling you to catch your favorite programming on a schedule that works for you. With a spectrum tv subscription and HD DVR Set-Top box you can record any program available through your channel package and watch it on your schedule and you can fast forward through the commercials
what does PSU stand for
Primary service/sales unit
what does MRR stand for in the commission plan
monthly recurring revenue
spectrum tv stream and spectrum choice comes with which of the following for the advertised price
music choice channels
Which request requires a truck roll
none of these scenarios require a truck roll
As a retention agent, what should you focus on with your customer interactions
rebuilding and reinforcing relationships, and reestablishing the value of our products and services for our valued customers
Which statements would you use when describing the difference between AT&T and spectrum internet
spectrum internet does not have data caps like AT&T does so you can surf online and download as much as you want without the fear of being charged for overages. With spectrum all taxes, fees, and a free modem are included, so you wont have any hidden fees or charges. What you see is what you get with our pricing.
Based on your conversation with John, what spectrum tv offer provides the most value and meets his needs
spectrum silver- silver tv package which includes hbo, showtime, and 3 DVRS
which of the following is not an example of MRR
the charge for installation
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
Which statement about spectrum voice is false
the monthly charge for spectrum voice is $9.99 regardless if it is bundled or non-bundled
before offering a customer a retention offer, which of the following tactics should you choose from for your first save attempts
upsell and value
Which statement about spectrum internet gig is false
The monthly charge for spectrum internet gig is $60/month in addition to spectrum internet ultra service cost
You have added premium channels to a customer's account and they mention that their cloud DVR is not working properly. How would you help them with this concern?
Transfer to IP Streaming
You should always lead with which save tactic to improve your chances of retaining the most Revenue?
Upsell
Juan called in upset because he saw an advertised offer for 6 mbps for a much lower cost. Which discovery question is the best question to ask Juan to start to identify what speed is best for him?
What do you use the internet for?
Julia has called in to confirm the estimated time of the arrival of the technician for her appointment. The system shows the technician has not missed the scheduled arrival window, but since it is close, Julia would like to get confirmation of the arrival time? How should you handle this inquiry?
Address Julia's concern, there is no need to transfer
Which of the following statements is not an example of an objection or hesitation
Will I be able to view my new channels today
Which phase of the retention call flow would you manage a customers objections to your first offer
discovery
which of the following statements about retention core offers is false
dollars off offers can be applied voice if the customer only has internet and voice
True or False: all of our competitive offers can be presented to any customer stating that a competitor has a better deal
false
true or false: if a customer is requesting to remove an add on from their service and not requesting to remove an entire line of business you do not need to attempt to save their service
false
true or false: legacy service customers can keep their existing DTA's and migrate into a spectrum package
false
Which of the following is not a feature of spectrum voice service
four voice lines
