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Residential Inbound Sales Milestone 4 Flashcards | StudBud
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Residential Inbound Sales Milestone 4
Residential Inbound Sales Milestone 4
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43 cards
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Questions
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Answers
1
How long does service need to be installed in order for you to be paid on it?
Pays the account balance
Gets their first bill
Agrees to the sale
30 days from the install date
2
When you add services to an open work order___________________
No one gets the credit for the sale
Agent that entered the order originally get commission for the entire order
You get commission on the entire order
You receive credit for any incremental PSUs or MRR you add.
3
Which of the following is NOT true about Verizon, Spectrum’s Network Provider (Select the best TWO answers)?
Verizon’s network covers only 75% of the US
Spectrum maintains a Wholesale agreement with Verizon
We are using the Verizon Network in conjunction with 1 mil Wi-Fi hotspots
Verizon is a well-known leader in the industry
4
After running the customer verification customer must make a prepayment before finalizing their order, what is paid?
Installation and activation fees; the first and 2nd month of services
The 1st month of service, estimated taxes, installation, and activation fee
The 1st month of service and estimated taxes; installation not due.
if past-due is owned, this is the only time a pre-payment is required
5
When is the last day to submit in disputes for commissions each month?
The day after the end of a fiscal month (29th of each month)
December 31, the last day of the year
The 8th of the month following the commission period
The last day of the fiscal month (28th of each month)
6
Which of the following is NOT a feature of Spectrum Voice service?
Speed Dial
Forward Calls When Busy
Do Not Disturb
Call Rejection Automated Messaging
7
Spectrum TV Gold offers which of the following (Select the best TWO answers)?
Mi PLan Latino
Premium Channels
Digi Tier 2
Family View
8
What are some things you want to do to help you set your goals (select the best THREE answers)?
Think about your career path and what want to do, clearly identify options
Talk about your goals with your supervisor, mentor, and/or friends.
Research different roles at Charter and understand what is required
Think about the immediate need only, too overwhelming to see big picture
9
Representatives should not communicate to the customer that they have received an Internal Liability Check or ILC
True
False
10
How long does service need to be installed in order for you to be paid on it?
Agrees to the sale
Gets their first bill
Pays the account balance
30 days from the install date
11
Which of the following pieces of information are required for every customer interaction (Select the best TWO answers)?
The service address
The account number
Name of the caller
The account holder's birthday
12
When is the last day to submit in disputes for commissions each month?
The 8th of the month following the commission period
The day after the end of a fiscal month (29th of each month)
December 31, the last day of the year
The last day of the fiscal month (28th of each month)
13
Customers can track data usage on _____________.
The Verizon Website
The Spectrum Mobile App
Nothing, they will have to call us
The Track My Data app
14
What is true about the disconnect portion of the Occupied Address Process (Select the best THREE answers)?
Schedule the disconnect as a truck roll
Active customer answers the phone and authorizes you to disconnect account
Request Completion Date must 2 business day after the new customer install
Comment should be: NEW CUSTOMER MOVING IN [DATE], LEAVING SERVICE ACTIVE
15
TRUE or FALSE: Transfer of services are treated as a new sale in the commission plan.
False
True
16
What is something you cannot do from the My Learning section in the Talent Center?
See what training modules are trending for your position
See how many required trainings you have that are assigned, due, n past due
Select topics to identify suggested learning options
Change your job title in your profile
17
You spend your week presenting Internet only offers to customers. Which metric will this negatively impact (2 options)
PSU Yield
Schedule Adherence
Batting Average
Bundle
18
It is not important to plan regular check-insto achieving your goals. Once set it's best torun with them without looking
True
False
19
How often are commissions reported?
End of every month
Quarterly
Daily, Weekly, Fiscal Month, and Annually
On Pay Days
20
What must you do if the customer absolutely refuses to provide their SSN for the NICE Customer Verification?
Proceed by using their Date of Birth
Verify that the customer has service with a local utility provider
Call Experian at 1-877-903-5999
Bypass NICE Customer Verification
21
When submitting tickets to ZenDesk for an error, whichitems do you need to add to the Internal Notes ( 2)
Troubleshooting Steps Performed, including articles referenced
Your agent ID
A description of the issue
The customer's contact information
22
Which of the following does NOT need to be reviewed with a customer after completing a Mobile order?
Review the Devices and accessories purchased
Confirm the items that will be shipped
Their credit score
Review the monthly service charges, device payment details, taxes, and fees
23
Zendesk is used to ___________ and to _______________.
None of the above
To automatically troubleshoot and to solve technical problems
To overcome objections and to perform an ECC
To process a mobile sales and to close a ticket
24
The calculation of PSU yield rate is the _______ divided by ___________.
PSUs sold, Total Calls Handled
Triple play sales, total monthly reoccurring revenue added
Total sales, hours worked
PSUs sold, Line Adherence
25
If an order is reentered ___, the original agent who entered the order will get credit for the sale
up to a week after it was canceled
anytime with the same fiscal month it was canceled in
within 48 hours of the order being canceled
in the same day it was canceled
26
How many email addresses can a customer with SPP 2.0 Internet service get as part of his or her subscription?
15
5
3
6
27
All but which of the following are reasons that cause an error in ZenDesk that you can fix without submitting a ticket?
All of the above problems can be resolved without submitting in a ticket.
It took you over 30 minutes to process an order in ZenDesk
The order is being placed on an inactive account
The credit card being used is invalid
28
What is something you can do to help manage your time?
End your call with your customer the minute you are supposed to go on break
Skip discovery questions on calls and go straight to presenting offers
Ignore your emails, focus on taking calls and the rest will come
Create an activity log to help you understand where you spend your time
29
According to our behavioral quality program, you should always lead with which type of package to improve your yield?
Quad Play
Double Play
Triple Play
Single Play
30
Representatives should not communicate to the customer that they have received an Internal Liability Check or ILC
False
True
31
Transfer of services are treated as a new sale in the commission plan.
True
False
32
Which is an examples of working "off the clock" or "at home"?
Reading your emails before you have logged on
Staying late, with the permission of a supervisor, to finish orders
Accessing your paystub from home
Arriving at the office 10 minutes before your shift
33
An existing customer calls in to make a payment. How do you handle this request?
Transfer the customer to Sales Support for assistance
Transfer the customer the Billing queue for assistance
Take the payment and attempt to upsell
Transfer the customer to one of the Repair queues for assistance
34
What is the minimum level of internet service required to waive monthly recurring charges and installation for WiFi?
All Speeds except SIA allow for free WiFi
Spectrum Ultra
Spectrum Gig
We don't offer free WiFi
35
What is your performance goal six weeks after you finish the classroom portion of your training?
20% of the shift average in departmental performance metrics
Matching the center average
85% of the shift average in departmental performance metrics
70% of the shift average in departmental performance metrics
36
TRUE or FALSE: Once a mobile order is completed, customers will receive an email summarizing the order.
False
True
37
TRUE or FALSE: Customers who purchase an APPLE TV will receive a printed copy of the full agreement in the mail.
True
False
38
If an order is reentered _______, the original agent who entered the order will get credit for the sale.
anytime with the same fiscal month it was canceled in
in the same day it was canceled
within 48 hours of the order being canceled
up to a week after it was canceled
39
Which steps would you take in an Occupied Address scenario(Select the best TWO answers)?
If unable to verify, ask the new sub to email their supportg residency docs
Get the customer to email you directly any eligible proof documents
Ask the customer to fax proof of residency to their local store
Attempt to call the active resident to verify residency
40
After identifying what your long-term goal is, what is the next thing you should do?
Achieve your goal
Identify your immediate-term goal
Write it down and share your goal with a friend
Create a plan detailed plan to reach your goal
41
Which of the following statements is acceptable as a verbal acceptance from a customer?
All of the above are acceptable statements
I Accept
Yes
That works for me!
42
What is your performance goal three weeks after you finish theclassroom portion of your training?
Matching the center average
75% of the center average
70% of the center average
50% of the center average
43
Which source is NOT a reliable source for company updates and information
CCOC's
Spectrum Real Time News
Letters from the Desk of .....
IM from your Friends
