Which of the following is the BEST answer regarding features of the Spectrum TV app?

Stream live TV programs on the go through a mobile device

What's the second component of an effective sales offer?

Use a linking statement: "Based on what you told me, I recommend..."

We offer four lines of business, but which ones comprise Product 1?

Internet Gig with Wi-Fi + Mobile

Kyrie Irving has just SPP 2.0 TV Silver and wants to add internet and phone. Kyrie Irvin tells him ...

the TV price will stay the same, but the internet and phone will be promo.

What's the fourth component of an effective sales offer?

End with an assumptive close which explains how service will be installed

You can waive the $10 per line Spectrum Mobile line activation fee.

Only on the line sold with one of the three Mobile promotions

Which CoPilot article tells you how to handle every call?

Scope of Support for Residential Queues

Schedule the requested completion date of the disconnect in an occupied address order (BLANK)

two days after the connect date of the new customer.

When MUST you do third party verification to avoid having your phone order cancelled?

Anytime Spectrum Voice is on the order

What are the only three self-installation CoPilot articles you ever need?

1) Self-Installation Overview, 2) Order Entry, 3) Kit & Collateral

Which of the following are features of a Spectrum Receiver?

Access to Start Over, On Demand, and the interactive guide

Which CoPilot article explains the Spectrum Mobile promotion for a NEW customer?

SPP 3.0 Offer: Spectrum Internet+Advanced WiFi+Mobile Offer (Spectrum One)

Kansas City Mack (right) from Uptown Saturday Night wants to know the best CoPilot article to help with Spectrum Mobile.

Spectrum Mobile Product Details

What's the third component of an effective sales offer?

Pitch Product 1 (Internet + Mobile) as your 1st offer, then Product 2 later

What are the only two reasons that should stop you from setting your order up as a self-install?

Location hasn't had service within 5 years, or adding 2nd internet line

Top down selling is making the primary offer the best package that meets the needs of ...

the customer, the business, and my wallet.

How should you frame your first offer to a potential new customer?

SELL INTERNET+MOBILE FIRST, then present TV Select as a streaming option

When do we sell Cloud DVR

Never, because Cloud DVR Plus is better, and works with all TV services

What's the second principle of Stealth Discovery?

Explain why you're going to ask a Discovery question BEFORE asking it

What's the general Spectrum Mobile eligibility rule for a customer with service LESS THAN A YEAR?

Qualified for up to 10 lines and MUST run external credit check

Which information should you request FIRST to run NICE verification?

Customer's valid social security number

Which CoPilot article has your Third Party Verification scripts, and shows how to do TPV?

Performing Third Party Verification (TPV)

What's the third Stealth Discovery principle?

Infer the need for other services based on what you've already learned

Silky Slim from the movie Uptwon Saturday Night wants to know the sixth and final step of handling a hesitation.

If all else fails, just give the caller what the caller wants.

While tweeting from his burner account, Kevin Durant sees a Wi-Fi network named Spectrum Wi-Fi.

He can access this with Spectrum Internet and his My Account login.

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Cumulative Knowledge Check, produced by Wafeeq Zarif

100 termsStudBud Administration794 plays

This quiz tests knowledge of everything covered in the Residential Inbound Sales new hire curriculum.

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Questions 100

Answers

1
Get your resources together, then pick an answer. We'll wait...
CoPilot
Competitive Edge
Spectrum.com
Scope of Support
2
How much does TV Select cost on a promotional rate?
$58.99/month
$79.99/month
$59.99/month
$29.99/month
3
Which of the following is the BEST answer regarding features of the Spectrum TV app?
Eliminate the need for TV Silver
Download your favorite movies directly from movie studios
Stream live TV programs on the go through a mobile device
Access to programs anywhere on mobile devices and Amazon Fire sticks.
4
What's the second component of an effective sales offer?
Get to the point
Include Mobile
Use a linking statement: "Based on what you told me, I recommend..."
Lead with TV Select
5
Which Internet tier do we sell EVERYONE first and foremost, because it counts as double revenue?
Spectrum Internet Assist
Spectrum Internet Gig
Spectrum Internet with WiFi
Everyday Low Price Internet
6
How much does Mi Plan Latino cost on promotional rate?
$39.99/month
$34.99 + tax per month when bundled
$14.99 + tax per month when bundled with TV Select
$59.99/month
7
We offer four lines of business, but which ones comprise Product 1?
Internet Gig with Wi-Fi + Mobile
The products the customer called about
Mi Plan Latino
TV Select
8
The fifth step of handling a hesitation is to end with an assumptive close.
FALSE
TRUE
9
Kyrie Irving has just SPP 2.0 TV Silver and wants to add internet and phone. Kyrie Irvin tells him ...
he can get a Triple Play, but everything will be full rate.
that Chris Paul is STILL a better point guard than him.
the TV price will stay the same, but the internet and phone will be promo.
he qualifies for the $89.98 new acquisition TV and internet bundle
10
Denzel Washington wants to add HBO to his legacy TWC TV service. Spike Lee says he MUST migrate to Spectrum.
RIGHT
WRONG
11
Spectrum will pay (fill in the blank) to an eligible customer with the contract buyout program.
$250 for each line of business
up $600
the amount needed to cover the cost of breaking the contract
up to $500
12
If you're a legacy TWC or Spectrum customer, which premium network can you access through an app?
ESPN
NBA League Pass, NHL Center Ice, and NFL Redzone
Showtime
CBS
13
What's the fourth component of an effective sales offer?
Mobile
End with an assumptive close which explains how service will be installed
Address hesitations
Place the order
14
You can waive the $10 per line Spectrum Mobile line activation fee.
Yep, it can be waived everywhere
Only on the line sold with one of the three Mobile promotions
15
Which device is NOT compatible with the Spectrum TV app?
Amazon Fire TV stick
Apple devices
Kindle Fire tablet
Samsung Smart TV model years 2012 or newer
16
Which CoPilot article tells you how to handle every call?
Serviceability Scope of Support Matrix
Chat: Scope of Support
Scope of Support for Residential Queues
Mobile Scope of Support (SoS)
17
Schedule the requested completion date of the disconnect in an occupied address order (BLANK)
three days after the connect date of the new customer.
12 days out.
two days out.
two days after the connect date of the new customer.
18
A valid email address and mobile phone number are required for ALL Spectrum service orders.
YOUR WHOLE LIFE IS A LIE
TRUE DAT
19
Which premium network is available through Spectrum, and includes access through an app?
NBC
Starz
Chiller
The Movie Channel
20
Can SPP 2.0 service be mixed with SPP 3.0 services?
No
Yes
21
When MUST you do third party verification to avoid having your phone order cancelled?
The order has a NATIVE phone number to be set up by a tech
Anytime Spectrum Voice is on the order
When the Real Time CSR tool or biller says get the account #
The self-installation order has a port phone number
22
What are the only three self-installation CoPilot articles you ever need?
1) Self-Installation Troubleshooting, 2) Entering a Transfer of Service
1) Self-Installation Overview, 2) Troubleshooting, 3) Customer Journey
1) Self-Installation Overview, 2) Order Entry, 3) Kit & Collateral
Self-Installation Customer Journey
23
What's your prime directive on every call, no matter what the caller says?
Close a sale by any means necessary.
Give the caller what the caller wants.
Meet the caller's needs first, then attempt to sell something.
Justify completing the quad.
24
Which of the following are features of a Spectrum Receiver?
TiVo compatibility
Pause and rewind live TV
Access to Start Over, On Demand, and the interactive guide
Record up to two programs simultaneously
25
Which CoPilot article explains the Spectrum Mobile promotion for a NEW customer?
SPP 3.0 Offer: Spectrum Internet+Advanced WiFi+Mobile Offer (Spectrum One)
SPP 3.0 Upgrade Offer: Free Mobile Upgrade Offer for Existing Customers
SPP 3.0 Upg Offer Buy 1 Mobile Unlimited Get 2nd Unlimited Free x 12 Months
Spectrum One: Internet + Advanced WiFi + Mobile
26
Kansas City Mack (right) from Uptown Saturday Night wants to know the best CoPilot article to help with Spectrum Mobile.
Mobile Credit Freeze
Spectrum Mobile Product Details
Mobile Standalone Account
Spectrum Mobile Product Info
27
What is the speed of Spectrum Internet?
500x5
30x4
300x10
100x10
28
What's the third component of an effective sales offer?
Use a linking statement
Assumptive close
Pitch Product 1 (Internet + Mobile) as your 1st offer, then Product 2 later
Get the caller's attention
29
A legacy TWC internet customer upgrading WITHIN the line of business can keep TWC service.
TRUE
FALSE
30
An existing customer CANNOT get promo pricing when adding a new line of business.
FALSE
TRUE
31
Which Mobile promo waives the $10 line activation fee and up front payment for Mobile? Pick the BEST answer?
SPP 3.0 Upgrade Offer: Free Mobile Upgrade Offer for Existing Customers
All uh'em
SPP 3.0 Upg Offer Buy 1 Mobile Unlimited Get 2nd Unlimited Freex12 Months
SPP 3.0 Offer: Spectrum Internet+Advanced WiFi+Mobile Offer (Spectrum One)
32
A legacy TWC TV or home phone customer can upgrade WITHIN a line of business without migrating to Spectrum.
TRUE
FALSE
33
Which premium network can our customers watch through an app?
ABC
Epix
Sundance
Boomerang
34
What are the only two reasons that should stop you from setting your order up as a self-install?
Location hasn't had service within the last 10 years
Customer is switching from a satellite provider
Customer prefers a technician
Location hasn't had service within 5 years, or adding 2nd internet line
35
What comprises Product 3?
Just what the caller wants
Spectrum Voice
A single play
A triple play
36
How much more per month does SPECTRUM ULTRA cost than Spectrum Internet?
$64.99
$20
$199.99
$44.99
37
Top down selling is making the primary offer the best package that meets the needs of ...
the customer, the business, and my wallet.
my commission check.
the customer.
quality and assurance compliance.
38
How should you frame your first offer to a potential new customer?
SELL INTERNET+MOBILE FIRST, then present TV Select as a streaming option
Present a top down offer of all the missing lines of business together
Close the sale of Internet first, then focus on other lines of business
Offer exactly what the caller wants to avoid pushback.
39
When do we sell Cloud DVR
Never, because Cloud DVR Plus is better, and works with all TV services
Whenever we're not using a TV box
40
An Apple TV device costs (BLANK) at full rate without the equipment installment plant.
$90
$170
$180
$280
41
What's the second principle of Stealth Discovery?
Explain why you're going to ask a Discovery question BEFORE asking it
Infer the need for other services based on what you already know
Ask top down questions
Ask open ended high value questions first, then closed ended questions last
42
What's the general Spectrum Mobile eligibility rule for a customer with service LESS THAN A YEAR?
Qualified for up to 10 lines and MUST run external credit check
Qualified for exactly 10 lines WITHOUT a credit check
Qualified for up to 10 lines WITHOUT a credit check
Qualified for exactly 10 lines and MUST run a credit check
43
Which information should you request FIRST to run NICE verification?
Customer's valid drivers license number
Customer's former address
Customer's valid date of birth
Customer's valid social security number
44
Which CoPilot article has your Third Party Verification scripts, and shows how to do TPV?
Performing Third Party Validation (TPV)
Residential Sales and Retention Closing/Verbal Acceptance Scripts
Performing Third Party Verification (TPV)
Verifying Third Party Verification (TPV) Completion
45
Spectrum Mobile is a CONTRACTED service for Spectrum Internet subscribers.
TRUE
FALSE
46
Wardell Stephen Curry II used 1.1 gigs of his BTG Mobile plan. How much can he expect to pay?
$45
$28
$28.99
$14
47
What's the third Stealth Discovery principle?
Explain why you're asking before asking
Filter your words...
Infer the need for other services based on what you've already learned
Infer the need for the highest possible service to make a top down offer
48
Silky Slim from the movie Uptwon Saturday Night wants to know the sixth and final step of handling a hesitation.
Assumptive close
If all else fails, just give the caller what the caller wants.
Prayer
Place the order
49
Spectrum Mobile customers DO NOT get access to Spectrum Wi-Fi hotspots.
FALSE
TRUE
50
An external credit check is NOT needed when a customer has had service for less than 3 months.
TRUE
FALSE
51
While tweeting from his burner account, Kevin Durant sees a Wi-Fi network named Spectrum Wi-Fi.
Russell Westbrook is baiting him into downloading a virus.
Sorry Kev, but you have to be at home to use that Wi-Fi network
He can access this with Spectrum Internet and his My Account login.
KD can access this FREE Wi-Fi network by having TV service!
52
Caller says, "I want the cheapest internet," so pick your BEST response.
You know you want internet, so lets discuss your TV viewing.
Cool, what speed do you need?
Okay, how do you use internet?
I'd be happy to help w/service. May I ask a few questions to better assist?
53
Which CoPilot article shows all the reason codes for every order?
Entering a Change of Service Order - Professional Installation
1C
Self-Installation Order Entry
Entering a Change of Service Order - Office Only/No Truck
54
Which CoPilot article contains all your recap scripts?
Scope of Support
Point of Sale and Scripting Index Page
Entering an Affordable Connectivity Program (ACP) Order - Sales & Retention
Residential Sales and Retention Closing/Verbal Acceptance Scripts
55
Rule of thumb for existing customers: You get a promo price ONLY on the NEW line of business.
FALSE
TRUE
56
Which skill is vital to successfully determining a caller's buying motivators?
Pricing knowledge
Active listening
Product knowledge
Mastery of negotiating
57
ALL Spectrum Mobile customers must undergo the internal liability check.
TRUE
FALSE
58
Only when a caller refuses to give the account holder's social security number can (BLANK) be used to run NICE.
the previous billing statement I.D.
the account holder's My Account login
the account security guidelines
the account holder's date of birth in conjunction with former address
59
How much is promotional SPP 3.0 MULTI DVR service price?
$19.99
$9.99
$29.99
$14.99
60
Which CoPilot article is the BEST resource for all things Spectrum Internet
Spectrum Internet Product Details
Spectrum Internet Troubleshooting
Spectrum Internet Details
Spectrum Internet Tech Support Details
61
Which TV service has revenue that counts triple towards your monthly revenue per call?
TV Select
TV Essentials
TV Choice 15
Mi Plan Latino
62
What is the first component of an effective sales offer?
Assumptive close
Offer Spectrum Internet + Mobile
Lead with why the person is calling
Deliver the linking statement, "Based on what you told me, I recommend..."
63
Spectrum and TWC internet and TV bundle customers love watching which premium network via an app?
FOX
Encore
PBS
Cinemax
64
What comprises Product 2?
A fallback offer that's a little less than the first offer
TV Choice or Essentials
Spectrum Mobile with By the Gig data instead of Unlimited Data
TV Select or Mi Plan Latino positioned SPECIFICALLY as a STREAMING SOLUTION
65
Which CoPilot article contains all the information you need to understand Spectrum TV.
SPP 3.0 Spectrum TV Product Details
Spectrum Mobile Service Product Details
Spectrum Internet Product Details
Spectrum Voice Product Details
66
How much does an SPP 3.0 receiver cost?
$9.99
$10.00
$11.00
$10.99
67
A legacy TWC customer adding a NEW LINE OF BUSINESS must migrate everything to Spectrum service.
FALSE
TRUE
68
There is a limit of four Apple TV devices per order regardless of EIP or full fate purchase.
TRUE
FALSE
69
How much does SPP 3.0 optional Spectrum Voice cost?
$29.99
$19.99 when bundled
$10.99
Free when done as part of a triple play
70
Geechie Dan Buford said they out here saying Spectrum Mobile got unlimited nationwide talk and text. Dat true or what?
YOU A LIE!!! (From the movie Uptown Saturday Night)
YOU BETTER KNOW IT!!! (From the movie Uptown Saturday Night)
71
Which Mobile promo waives the $5/month Internet Wi-Fi service fee for one year and the $10 Mobile line activation fee
SPP 3.0 Upg Offer: Buy 1 Mobile Unlimited Get 2nd Unlimited Freex12 Months
SPP 3.0 Upgrade Offer: Free Mobile Upgrade Offer for Existing Customers
SPP 3.0 Offer: Spectrum Internet+Advanced WiFi+Mobile Offer (Spectrum One)
All uh'em
72
Who do we sell Spectrum TV Essentials?
Non-video customers
New customers only
No one, because we sell TV Select and Mi Plan Latino instead
Anyone, because you know how to go and get a bag don't ya?
73
You carry Spectrum Mobile to undercut the price of other cell phone carriers so that you can do what?
Stay out of trouble with Tony Lewis
Show that other cell phone carriers are trash
Save people money
Lower a customer's household expense in order to sell more Spectrum service
74
What's the other CoPilot article that contains the solutions to your order entry errors?
Entering a Change of Service Order - Professional Installation
SPP 3.0 Errors
Morrisville Support Chat
Entering a Transfer of Service Order: Professional Installation
75
What are the third and fourth steps to handling a caller's hesitation?
End with an assumptive close
Skip to another offer that's more pleasing to the caller
Get something rather than nothing
Redeliver 1st offer based on Discovery - Prove cost saving power of Mobile
76
Gohan and Goten bought their dad Goku Spectrum Mobile on the Buy the Gig plan for Fathers Day. How much did it cost?
$28
$14
$45
$14.99
77
What did Time Warner Cable call TV equipment?
Modem, Router, Wi-Fi Pod
Cable Card, Receiver, DVR, Apple TV
Digital Transport Adapter, Cable Card, Set-Top Box, DVR
EMTA
78
The requested completion & stop bill dates of the disconnect @ the FROM address must match the connect @ the TO address
when reconnecting service.
when placing an order at an occupied address.
when doing a transfer of service order.
when placing a new connect order.
79
ALL Spectrum Mobile customers must pay for service via credit or debit card using recurring auto draft.
Nope, because it's only charged once.
Yep! We're comin' for that bag, but the promo line isn't paid up front.
80
How much more per month does SPECTRUM GIG cost than Spectrum Internet?
$25
$5
$60
$40
81
How much is the promotional SPP 3.0 SINGLE DVR service price?
$19.99
$4.99
$9.99
$12.99
82
"TV services w/DVR boxes are too expensive, so just give me the Internet." What closes the deal for a TV+Internet sale?
Cut some Internet speed and invest the money saved into DVR
Switch to regular receivers to avoid the DVR service fee
Reminding the customer that DVR service is well worth the money
Internet + Boxless TV access through the Spectrum TV app + Cloud DVR Plus
83
Which CoPilot article contains all prices at standard rate?
Standard Rate Chart for SPP 3.0
Sales Offer Index
SPP 3.0 Index
Standard Rate Chart for SPP 2.0
84
What's the general Spectrum Mobile eligibility rule for a customer with service MORE THAN 3 MONTHS?
Qualified for exactly 10 lines and MUST run a credit check
Qualified for up to 10 lines and MUST run external credit check
Qualified for up to 10 lines WITHOUT an external credit check
Qualified for exactly 10 lines WITHOUT a credit check
85
What's the first principle of the Stealth Discovery?
Filter your words through what you need to sell.
Ask questions in straigt forward manner
Filter your words through why the person is calling.
Explain why you're going to ask a question before you ask the question.
86
Spectrum Internet on the promotional rate costs $49.99
TRUE
FALSE
87
What are the first two steps for addressing a caller's hesitation?
Handle the hesitation
Lower the offer to fit the customer's budget
Ask for the customer's budget
Identify the hesitation - Acknowledge hesitation by showing relatability
88
Spectrum Wi-Fi costs an additional fee of how much per month?
$2.25
$9.99
$5.00
$4.99
89
What kind of equipment is used for Spectrum TV service?
Receiver
AWG Router
eMTA
Modem
90
What's the order of the Sales Call Flow process?
Opening> Sales Offer/Close> Hesitations> Discovery> Recap
Greeting > Discovery > Offer > Assume the Sale
Discovery > Greeting > Offer/Assume the Sale > Call Closing
Greeting > Discovery > Offer/Assume the Sale > Call Closing
91
What is the ONLY equipment that a legacy TWC customer CANNOT keep when migrating to Spectrum?
DTA
Enhanced DVR
Set top box (STB)
DVR
92
Which CoPilot article will you use to solve your own billing system errors?
Order Entry Errors and Resolutions
Serviceability Scope of Support Matrix
SCS Bulk: Common Error Codes
Scope of Support for Residential Queues
93
What's the promo price for unlimited data with Spectrum Mobile?
$44
$29.99
$14.99
$14
94
Which CoPilot articles have business rules and step by step instructions on entering transfer of service orders?
Both red and blue
Transfer of Service Step-by-Steps
Entering a Transfer of Service Order - Professional Install
Self-Installation Order Entry
95
What is the speed of Spectrum Internet Ultra?
30x5
300x20
500x10
60x5
96
Since work bae will need to call me in London, which international calling plan works best?
Voice International = 1000 mins/month to London for $5/month
London is included in Charter Voice for no additional charge
Voice International costs one cents per minute to London.
Spectrum Voice International = $5/month with calls to London
97
Which CoPilot article contains all your promotional pricing?
SPP 3.0 Residential Sales Offer Index
SPP 3.0 Residential Sales List
SPP 2.0 Residential Sales Offer Index
Scope of Support
98
Which is NOT TRUE about the contract buyout?
Customers may use bill statements from multiple providers.
Customers must cash contract buyout check within 180 days.
The contract buyout is useful in winning customers DirectTV.
Spectrum Mobile qualifies for the contract buyout program
99
A customer must have either existing internet or a pending internet order to get Spectrum Mobile.
TRUE
FALSE
100
From now on, all complicated questions should be directed to which person?
Anybody but Wafeeq
Not Wafeeq
Sorry, Wafeeq is off today. #NotSorry
Someone other than Wafeeq

Cumulative Knowledge Check, produced by Wafeeq Zarif Flashcards | StudBud