MILESTONE 2 UPDATED EXAM SCRIPT QUESTIONS AND
ANSWERS GUARANTEE A+
✔✔the customer you are speaking with would like to convert their residential to
business. - ✔✔Transfer the caller to sales activation for residential to business/business
to resident account conversion.
✔✔The customer you are speaking to says they are moving to a new home -
✔✔Complete the Transfer request
✔✔Which queue should you transfer a customer to who is requesting to remove their
internet service? - ✔✔Retention
✔✔True or False. The appt window for tech install indicates installations the possible
arrival time of the tech - ✔✔True
✔✔True of False: Customers are not charged for adding additional outlets during the
initial install but are charged for a truck roll if they call back to get more outlets installed.
- ✔✔True
✔✔What type of installation is required when processing a ported phone order -
✔✔Professional Install
✔✔What is included in the self install kit for spectrum internet with spectrum wifi? -
✔✔Return shipping label, self install guide, splitter, modem, and router
✔✔True of False: TPV scripts must be read to customers verbatim before transferring to
the TPV IVR - ✔✔True
✔✔It is important to share the value of spectrums self install option. What are some
benefits you will want to highlight. - ✔✔Save time by not having to wait for a tech to
arrive, convenience of being able to connect services when you want, and no need to
leave your house, in most areas a self install kit can be mailed.
✔✔When can a customer expect to receive their shipped self install kit? - ✔✔within 2-3
business days in most cases but sometimes up to 10 days.
✔✔Work order comments on truck roll installs or upgrades must contain which critical
information for the tech to have a successful installation - ✔✔the number and types of tv
equipment such as dvrs and receivers, the number of outlets being activated/installed
for tv, and the speed of the spectrum internet the customer is subscribing to
, ✔✔Which item is NOT covered in the verbal acceptance script? - ✔✔Explanation of why
they need to go through TPV
✔✔Which transactions require you to get a verbal acceptance from the customer? -
✔✔All of these scenarios require verbal acceptance from the customer. ( new customer
starting services with us, a customer moving from location to another, and a customer
removing a movie channel)
✔✔True or False. The serviceability desk must speak to the customer to get address
information - ✔✔False
✔✔True or False: Customer verification is required for all account requests, including
new installs for already active customers at a different address or additional account -
✔✔True
✔✔Wha is customer verification used for when processing a new order? - ✔✔It is used
to determine if a pre-pay is required.
✔✔Which statements are TRUE if customer verification generates past due message? -
✔✔Customers are required to pay all past due money prior to scheduling installation, if
a customer refuses to pay the debt or return the unreturned equipment the work order
cannot be processed and must be cancelled.
✔✔Customer verification must be run on all installs/new connects. What info are we
required to ask first? - ✔✔Customers Valid SSN . DL can be used instead.
✔✔The service ability team (SRV) does not need which piece of info to set up a
serviceability SRO? - ✔✔How long they have lived at the residence
✔✔Which of the following is correct about taking payments? - ✔✔Agents must collect
the full amount due if a pre-payment is required after completing customer verification.
✔✔According to the serviceability scope of matrix, which of the below options are
reasons to transfer the customer to the CSC team? - ✔✔All of the above (customer
asks about construction costs after the YT site survey SRO is complete in the biller, the
customer asks about service lines into a development area for multiple homes, and if
the customer calls the main customer service line to return a message from the CSC
✔✔True of False: The Sales call flow is designed to help you structure your call in a
way to help you increase your sales - ✔✔True
ANSWERS GUARANTEE A+
✔✔the customer you are speaking with would like to convert their residential to
business. - ✔✔Transfer the caller to sales activation for residential to business/business
to resident account conversion.
✔✔The customer you are speaking to says they are moving to a new home -
✔✔Complete the Transfer request
✔✔Which queue should you transfer a customer to who is requesting to remove their
internet service? - ✔✔Retention
✔✔True or False. The appt window for tech install indicates installations the possible
arrival time of the tech - ✔✔True
✔✔True of False: Customers are not charged for adding additional outlets during the
initial install but are charged for a truck roll if they call back to get more outlets installed.
- ✔✔True
✔✔What type of installation is required when processing a ported phone order -
✔✔Professional Install
✔✔What is included in the self install kit for spectrum internet with spectrum wifi? -
✔✔Return shipping label, self install guide, splitter, modem, and router
✔✔True of False: TPV scripts must be read to customers verbatim before transferring to
the TPV IVR - ✔✔True
✔✔It is important to share the value of spectrums self install option. What are some
benefits you will want to highlight. - ✔✔Save time by not having to wait for a tech to
arrive, convenience of being able to connect services when you want, and no need to
leave your house, in most areas a self install kit can be mailed.
✔✔When can a customer expect to receive their shipped self install kit? - ✔✔within 2-3
business days in most cases but sometimes up to 10 days.
✔✔Work order comments on truck roll installs or upgrades must contain which critical
information for the tech to have a successful installation - ✔✔the number and types of tv
equipment such as dvrs and receivers, the number of outlets being activated/installed
for tv, and the speed of the spectrum internet the customer is subscribing to
, ✔✔Which item is NOT covered in the verbal acceptance script? - ✔✔Explanation of why
they need to go through TPV
✔✔Which transactions require you to get a verbal acceptance from the customer? -
✔✔All of these scenarios require verbal acceptance from the customer. ( new customer
starting services with us, a customer moving from location to another, and a customer
removing a movie channel)
✔✔True or False. The serviceability desk must speak to the customer to get address
information - ✔✔False
✔✔True or False: Customer verification is required for all account requests, including
new installs for already active customers at a different address or additional account -
✔✔True
✔✔Wha is customer verification used for when processing a new order? - ✔✔It is used
to determine if a pre-pay is required.
✔✔Which statements are TRUE if customer verification generates past due message? -
✔✔Customers are required to pay all past due money prior to scheduling installation, if
a customer refuses to pay the debt or return the unreturned equipment the work order
cannot be processed and must be cancelled.
✔✔Customer verification must be run on all installs/new connects. What info are we
required to ask first? - ✔✔Customers Valid SSN . DL can be used instead.
✔✔The service ability team (SRV) does not need which piece of info to set up a
serviceability SRO? - ✔✔How long they have lived at the residence
✔✔Which of the following is correct about taking payments? - ✔✔Agents must collect
the full amount due if a pre-payment is required after completing customer verification.
✔✔According to the serviceability scope of matrix, which of the below options are
reasons to transfer the customer to the CSC team? - ✔✔All of the above (customer
asks about construction costs after the YT site survey SRO is complete in the biller, the
customer asks about service lines into a development area for multiple homes, and if
the customer calls the main customer service line to return a message from the CSC
✔✔True of False: The Sales call flow is designed to help you structure your call in a
way to help you increase your sales - ✔✔True
