WorksheetsQuiz
Total questions: 20
Worksheet time: 40mins
Authentication is required for which of the following scenarios? (Select all that apply)
A customer calls to change the billing address on his account
A customer calls because she wants to pay her bill.
A customer calls to fully disconnect an account after all equipment has been returned.
A customer calls to fully disconnect an account and all equipment has not been returned.
Meet Shawnette, who just received her bill and contacts you. Shawnetta explains that she would like to pay her bill with you. Which payment methods can she provide to you for her payment. (Select all that apply)
Mastercard
Visa
Money Order
Checking Account
Cash
George contacts you with questions about the taxes, fees, and charges on his bill. He wants to how much he is paying for taxes and fees for his voice service. How will you respond?
That's a great question. Let me transfer you to someone who can answer that for you.
For our Spectrum Voice services, all taxes and fees are included in the $9.99 base package rate.
If they are not listed on your bill, I'm not going to be able to help you.
I don't know.
How many channels are included in TV Select?
125+
150+
175+
200+
How many channels are included in TV Silver?
125+
150+
175+
200+
How many channels are included in TV Gold?
125+
150+
175+
200+
What type of equipment allows customers to access Internet service without a direct connection?
Digital Antenna
Wireless Router
Cable Modem
Digital Receiver
Which transaction would require you to get a verbal acceptance from the customer?
New customer starting services with us.
A customer moving from one location to another.
A customer adding TV to their account.
All of thee scenarios require verbal acceptance from the customer.
What is the maximum number of mobile lines a customer can sign up for?
3
5
Unlimited
8
Which of the International calling plans offers customers the ability to call 70 countries for a flat monthly rate?
Spectrum Voice International
Nationwide Calling Plan
Global Penny Phone Plan
Direct International Dialing
Which Video package will give customers access to their favorite premium channels, such as HBO, Showtime, Starz, StarzEncore, and TMC?
Spectrum TV Silver
Spectrum TV Gold
Spectrum TV Select
Spectrum TV Choice
What piece of equipment does Spectrum provide a voice customer with?
Physical Phone
Router
VOIP Modem
A phone jack in the wall
John, a busy professional by day and a horror-movie buff by night, is considering switching his Legacy TV service to Spectrum SPP 2.0. He has 3 TVs in his home and wants to be able to record programs on all TVs. Favorite Show: "Black Monday" on Showtime Favorite Premium Services: HBO and Showtime Based on your conversation with John, what Spectrum TV offer provides the most value and meets his needs?
Spectrum Basic - Basic TV package and “A La Carte” HBO with Multi-DVR
Spectrum Select – Select TV package and Digi Tier 1 with Multi-DVR
Spectrum Silver – Silver TV package which includes HBO and Showtime with Multi-DVR
Mi Plan Latino TV package with HBO and Starz with Multi-DVR
What is the installation fee for Spectrum Gig service?
$199.99
$35 + the install charge
$75
$315
How many Home phone lines can a customer have?
1
2
3
4
What is Contract Buyout?
Up to $200 to buy a customer out of their current contract with a competitor.
Up to $300 to buy a customer out of their current contract with a competitor.
Up to $400 to buy a customer out of their current contract with a competitor.
Up to $500 to buy a customer out of their current contract with a competitor.
When do we offer TV Basic?
When the TV service is at risk
When the customer has too many channels
When the customer cannot afford TV select
Never
What does SMART stand for?
Specific, Measurable, Attainable, Relevant, Time based
Specific, Measurable, Attainable, Relevant, Tenured
Specific, Measurable, Attainable, Renewed, Tenure
Specific, Measurable, Attainable, Renewed, Time based
How many behaviors are in the call flow?
1
2
3
4
5
What information do you need to authenticate a customer with n existing account? (Select all that apply)
First and last name
Service Address
Phone Number
Security Code
