WorksheetsReview 2
Total questions: 37
Worksheet time: 37mins
Name
Class
Date
1.
What is the name of the add on for Spectrum Voice that allows you to call 70 countries for $5.00?
a)
Stay Connected Plan
b)
Spectrum Voice International
c)
Spectrum Long Distance
d)
Spectrum Extras
2.
What is the speed of Spectrum Internet Gig?
a)
800x40 MBPS
b)
400x20 MBPS
c)
1000x35 MBPS
d)
500x20 MBPS
3.
What Primary & Secondary reason would you select for a “Ghost call” when dispositioning in the enterprise tracker
a)
NONSTANDARD CALL TYPE -> NO CALLER ON LINE
b)
GHOST CALL -> NO CALLER ON LINE
c)
UNCONTROLLABLE RETENTION -> INCOMPLETE CALL/GHOST CALL
d)
None, we do not track ghost calls in the Enterprise Tracker
4.
What two things does a customer need in order to experience 5G (Select the best 3 answers)?
a)
Must turn on roaming on their device
b)
Have a 5G compatible device
c)
Subscribe to Spectrum Voice
d)
Be in a 5G coverage area
5.
When can a customer expect to receive their shipped Self-install kit?
a)
Same day
b)
Within 2-3 business days in most cases
c)
Within 8 business days
d)
Within 3-4 business days
6.
When processing a Mobile order, an External Credit Check is used when _________________.
a)
The customer wants to order the exact number of lines their ILC allows
b)
The caller has less than 4 months of core services
c)
The caller wants to order and finance more devices than their ILC allows
d)
The customer wants to order fewer lines than their ILC allows
7.
Where can you go in CoPilot to see a list of articles that have been recently updated?
a)
Residential Home
b)
Subscriptions
c)
Recent Tab
d)
Your Dashboard
8.
Which day of the week are you NOT allowed to schedule a port order?
a)
Sunday
b)
Monday
c)
Friday
d)
Wednesday
9.
Which device is NOT compatible with Cloud DVR?
a)
Apple TV
b)
Roku
c)
PS4
d)
Xbox One
10.
Which is a feature of Spectrum Internet?
a)
$2.99 Low Cost Security Suite
b)
Up to 25 email accounts
c)
$2.99 Low Cost WiFi
d)
No data caps
11.
Which of the following are features of a Spectrum HD Receiver (Select the best TWO answers)?
a)
Pause and Rewind Live TV
b)
Record up to two programs simultaneously
c)
Access to an interactive guide
d)
Access to On Demand Channels
12.
Which of the following can only be completed by the Account Holder?
a)
Enter/Exit Seasonal Services
b)
Make Contact changes (i.e. email address and telephone number)
c)
Disconnect an account
d)
Add services to an account
13.
Which of the following is an example of a high-value discovery question?
a)
May I have your full service address?
b)
What type of devices do you connect to the Internet?
c)
Have your heard of Spectrum Mobile?
d)
Would you like me to upgrade your Internet speed?
14.
Which of the following is NOT a feature of Spectrum Voice service?
a)
Call Rejection Automated Messaging
b)
Do Not Disturb
c)
Forward Calls When Busy
d)
Speed Dial
15.
Which of the following is NOT TRUE regarding Fiber to the Premise (FTTP)?
a)
The service is only provided by third-party vendors
b)
FTTP provides increased bandwidth capacity
c)
FTTP provides a more secure network
d)
FTTP architecture includes EPON, EPON + RFoG, and RFoG
16.
Which of the following is the only information that may be disclosed to a customer who has authenticated the account?
a)
Secuity Code/Pin or last four of SS#
b)
Contact information
c)
Name on the account
d)
Balance and services on the account
17.
Which of the following offer combinations is NOT available to give to customers under any circumstance (Select the best TWO answers)?
a)
Free cDVR Offer + $50 Off Offer
b)
Free Premium Offer + $20.00 Off Offer
c)
TV Choice 15 + $15 Off Offer
d)
Free SVI (Spectrum Voice International) Offer + $10 Off Offer
18.
Which of the following options best describes the items covered in the Greeting phase of the Retention Call Flow?
a)
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.
b)
Greet the customer, review acount history, determine the root cause of the call, perform required authentication, and use a Bridge to Discovery statement.
c)
Greet the customer, appropriately respond to the reason for the call, sell/reestablish value, manage objections, and use a Bridge to Discovery statement.
d)
Greet the customer, verify the customer's email address, provide empathy/sympathy statements, offer additional assistance, and use a Bridge to Discovery statement.
19.
Which of the following options is NOT a phase of the Retention Call Flow?
a)
Discovery
b)
Follow Through
c)
Greeting
d)
Resolution
20.
Which of the following options is NOT a Retention tactic used in the Resolution part of the Call Flow?
a)
Value – Save all LOBs with no change in revenue
b)
Upsell - Increase revenue through upsell opportunities (including Mobile)
c)
Discount - Save the existing LOBs at a small discounted rate
d)
Competitive Compare - Provide a list of reasons why all other companies are bad
21.
Which of the following pieces of information is NOT included in the Account Verification process?
a)
Name of the caller
b)
Account number
c)
The account holder's birthday
d)
Account full service address
22.
Which of the following programs does NOT make a customer eligible for Spectrum Internet Assist (SIA)?
a)
National School Lunch Program (NSLP)
b)
Supplemental Nutrition Assistance Program
c)
Community Eligibility Provision for NSLP
d)
Supplemental Security Income (SSI) for customers 65 years or older
23.
Which of the following statements about Retention Core (Dollars-Off) offers is FALSE?
a)
Dollars-Off offers are in $5 increments and range from $5 to $45, dependent on the customer's services
b)
Monthly Recurring Revenue (MRR) must increase by $5 or $10 more to use Dollars-Off discounts on Double and Triple Play accounts
c)
The Dollars-Off promotional rate appears separately from other discounts on the bill statement.
d)
Dollars-Off offers can be applied to ancillary services like HBO and DVR Service
24.
Which offer category in the Sales Offer Index would you use specifically for existing customers?
a)
General Market Offers - Double Play Offers
b)
General Market Offers - Single Play Offers
c)
Specialized Offers
d)
There are no offers available for existing customers
25.
Which part of Competitive Edge provides you with excellent points to discuss when comparing our Mobile services to our competitors?
a)
Compare Tier One Competitors
b)
Latest Mobile Breaking News
c)
Reference Links
d)
Device Information
26.
Which phase of the Retention Call Flow would you manage a customer's objections to your first offer?
a)
Discovery
b)
Greeting
c)
Recap and Close
d)
Resolution
27.
Which statement about Advanced Home WiFi (AHW) is FALSE?
a)
AHW offers deeper insight into the customer network down to device level via WIN and the My Spectrum App
b)
A customer must have an AHW-compatible router to use the AHW features
c)
Customers must have TV service to qualify for AHW
d)
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
28.
Which statement is TRUE about adding Spectrum TV Choice 15 to an account (Select the best TWO answers)?
a)
Cannot have had Video service within the last 30 days to qualify for Promotional pricing
b)
Customers MUST choose all 15 channels at the time of sign up, they do not have the option to choose them later.
c)
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.
d)
Customers must have a computer - Smart TVs alone are not eligible
29.
Which statements are TRUE if Customer Verification generates past due message? (Select the TWO best answers)?
a)
Customers are required to pay all past due money prior to scheduling installation
b)
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
c)
If a customer refuses to pay the debt or return unreturned equipment, the work order cannot be processed and must be cancelled.
d)
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).
30.
Which transactions require you to get a verbal acceptance from the customer?
a)
New customer starting services with us
b)
A customer moving from one location to another
c)
A customer removing a movie channel
d)
All of these scenarios require verbal acceptance from the customer
31.
Which TV service is considered an Add On?
a)
Spectrum TV Select
b)
Mi Plan Latino
c)
Entertainment View
d)
TV Choice 15
32.
Which type of article are you able to email to customers?
a)
GEN
b)
HOW
c)
PR
d)
EHH
33.
Why is it important you use your call tracker?
a)
The information helps to improve our knowledge of why customers want to add/remove services and impacts your commission
b)
Track increased handle times
c)
Monitoring agent behaviors
d)
Determining how long it takes to complete a call
34.
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
a)
Proration will begin the day that the change is made
b)
At the close of the next business day
c)
It will be backdated to the beginning of the bill cycle
d)
On her next billing cycle
35.
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?
a)
Spectrum TV Stream + HBO & Starz/Starz Encore
b)
Mi Plan Latino + HBO, & Starz/Starz Encore
c)
Spectrum TV Select Signature + Entertainment View, HBO & Starz/Starz Encore
d)
Spectrum Basic + HBO & Starz/Starz Encore
36.
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
a)
Offer Diego more services instead of a credit
b)
Provide Diego with a credit for a week of service
c)
Help Diego understand the reason he was charged for the full month and do an account review to help build value in his services
d)
Transfer Diego to billing for assistance
37.
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?
a)
Spectrum Mi Plan Latino + Spectrum Internet with Voice and a Mobile calling plan
b)
Spectrum TV Select + Spectrum Internet with Voice Service and International Calling Plan
c)
Spectrum Mi Plan Latino with the Entertainment View + Spectrum Internet + Voice Service and a Mobile calling plan
d)
Spectrum Mi Plan Latino + Spectrum Internet with a Mobile calling plan
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