Should I be afraid of my first TV call?

Of course no, my trainer is gonna be with me

What is an example of a non ethic sale?

Offering a credit during the SIgnal/Merge/Arrive statements

If the customer is already under the Flexible Packaging (FPO), what can I offer?

Any service/product from our scope of support

What is an example of IPTV (TV through Internet)?

A customer that has TV service using a 4K Stream Player (Wireless Box)

If it is required, can I send a new cable box to the customer to replace a defective one?

Yes, I can send it through ICOMS

If Solution Center calculates a credit of $23, can I give it to the customer?

I need to ask for approval to my Supervisor or Support Team

It's the name of the Offers section in iNav that shows available promotions

What is the only downgrade that you are authorized to make as TSR?

Replacing a Panoramic for a 3rd party modem

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Final Quiz

16 termsStudBud Administration19 plays

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Questions 16

Answers

1
Should I be afraid of my first TV call?
-
Of course no, my trainer is gonna be with me
2
What's an exclusive feature of a Contour TV receiver?
That it turns my TV into a Smart TV and I can download the apps that I want
That I can record movies and series
That I can access to Disney+
That I can watch HBO Max on it
3
What's an example of a Premium Network?
FOX
Showtime
NFL
ESPN+
4
What is an example of a non ethic sale?
Offering a credit during the SIgnal/Merge/Arrive statements
Sharing the MRC, the change and the prorated charge
Mentioning the potential termination fee of Cox Complete Care
Offering an upgrade to resolve an existing issue
5
If the customer is already under the Flexible Packaging (FPO), what can I offer?
Any service/product from our scope of support
Additional TV Packages, Additional Data, Internet Upgrades
Internet Upgrades Only
Panoramic Gateway and Cox Complete Care
6
What is an example of an additional TV package?
Preferred TV
Cinemax
Starz
Sports & Info
7
Offering a Mini Box, Contour 1 or Contour 2 counts as a sale for TSR
True
False
8
What is an example of IPTV (TV through Internet)?
A customer with a Panoramic Gateway
A customer with a Contour receiver with 2 Mini Boxes
A customer with both Internet and TV services
A customer that has TV service using a 4K Stream Player (Wireless Box)
9
If it is required, can I send a new cable box to the customer to replace a defective one?
No, I need to transfer to sales
No, a tech visit is required first
Yes, I can send it through ICOMS
Yes, I can send it through Solution Center
10
What is the Wave with the highest Sentiment score during training's early call taking - EVER?
21 (Do they even exist?)
22 😍😎
19 (who?)
20 (what's that?)
11
If Solution Center calculates a credit of $23, can I give it to the customer?
Yes, my limit is $25 per day.
Yes, I can. I just need to leave the proper notes.
No, I have to transfer direclty to billing since I can give $20 per day
I need to ask for approval to my Supervisor or Support Team
12
If I offer CCC (Cox Complete Care) to cover a Pro Installation, is it a valid sale?
No, it is not.
Yes, it is.
13
What is the task code that I need to use in ICOMS to see how old is the customer's modem?
OT
SC
WO
EQ
14
What is OSCAR?
It's a tool inside iNav that contains customer's activity history
It's the name of the Offers section in iNav that shows available promotions
It's a tool in ICOMS that helps us to make a sale
15
What is the newest remote control for Contour?
URC8820
XR5
XR11
XR15
16
What is the only downgrade that you are authorized to make as TSR?
We are not allowed to make downgrades
Removing CCC
Reducing the Internet speed
Replacing a Panoramic for a 3rd party modem

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