WorksheetsTestMe
Total questions: 21
Worksheet time: 11mins
Which of these selections describes what it is and/or what it does, and what they get from it?
AIM
FBB
ACE
PSU
TPV
Who do we have to inform that the call is being recorded?
the decision maker
your supervisor
everyone you talk to
leave a message
all off the above
How many devices may the customer take on the go with Spectrum streaming services?
10
2
Unlimited
5
16
How long do you let the phone ring before you can disposition the call as "No Answer" ?
2 minutes
40 seconds
1 minute
30 seconds
until it stops ringing
what must we get from the customer to secure the sale?
Payment information
Date of Birth
Social Security Number
Verbal agreement
How do you quickly find out if we provide a specific channel or Show?
Charter Documents
Spectrum.com
Watch.spectrum.com
ctrl f
Channel line up
What is the lowest passing score on a Q.A. review?
75%
100%
25%
80%
90%
How many hours of your shift must you work in order to be eligible for bonuses?
35.9
38
39.2
40
When a customer hangs up on you,before you get to make the offer, what must you do, and how would you disposition the call?
disconnect call
Answering Machine
Brand and recite disclosure
No Answer
Not Interested
How many times in 1 day can you call the same customer?
1
2
3
as many as you want as long as they don't report you
5
All customers have an email on file that is ... firstname.lastname@spectrum.com
True
False
How would you disposition a call if it is a business?
Answering Machine
No Answer
Not Interested/ Not Interested
DNC
Not Interested/ Business
What is Branding a call?
mentioning the name of the service
mentioning the channel line up
mentioning the call is recorded
mentioning Spectrum
2
how many times you can call the customer in one day
how many PSU's for a Stream sale
how many days you can miss work in a scheduled pay period
how many times you must disclose the call is recorded
how many rebuttals you have to attempt on each call
What information can you change on the customer screen?
Name
Address
Phone Number
Account Number
Prices
When do you assume the sale?
After the power script
Before the email
Always
Never Assume
During Verification
You will be informed before you get a QA review
True
False
Which button do you use to put a customer on hold if you need to?
hold button on call screen
mute button on phone
speaker phone
hold button on phone
all of the above
What does the "M" stand for in AIM?
Moon
Money
Move-in
Move-on
What does "Move-on' mean?
Ask for the sale
Assume the sale
Acknowledge the sale
Always Be Closing
Acquire the sale
Who is your favorite Training Supervisor?
Ms Annie
Annie Hill
Annie
Ms Hill
All of the above
