Milestone 1 A+Verified Marking Scheme
Select the answer that is not a targeted behavior in our Quality program. - ANS-Lead
with Quad Play
Which statement is an example of something you can say to help reduce mutual silence
periods? - ANS-"It just takes a little bit for the system to check serviceability, please feel
free to ask questions while we wait"
Which speed is not a Spectrum Internet speed: - ANS-500X15 Mbps
Which are included in Spectrum TV Gold but not in Spectrum TV Silver? - ANS-Digital
Tier 2, Starz and The Movie Channel
Select the statement that is true about Spectrum Voice Calling areas. - ANS-Spectrum
Voice offers Unlimited local and long distance calling in the U.S., Puerto Rico, Guam,
US Virgin Islands, Mexico, American Samoa, Canada, and North Marianas Islands
Which Spectrum Internet Gig statement is FALSE? - ANS-Guaranteed speeds of 1GB
per second with free home WiFi service
Who is the SVP of Sales & Retention? - ANS-Christian Ruiz
Who is the GVP that oversees Residential Inbound Sales? - ANS-Tony Guevara
Which call reason would NOT be considered a sales call? - ANS-Requesting support for
a newly added TV
What region title is NOT the name of a Charter region? - ANS-Pacific Southwest Region
What does MRR stand for in sales? - ANS-Monthly Recurring Revenue
Which of the following are examples of metrics we measure? - ANS-PSU Yield and
Bundle Rate
What is Charter's mission statement? - ANS-To integrate the highest quality service with
clearly superior entertainment and communications products at a great value that
consistently exceed the expectations of our growing customer base.
, Which of the four options is NOT one of Charter's Values? - ANS-Pursue the sale of the
triple play with every customer interaction.
An average reps handles how many calls per year? - ANS-12,500 calls per year
What are the 3 common types of customers a sales rep will encounter (Select the best
THREE answers)? - ANS-Potential new customer who wants to learn about Charter
offers, An existing customer who wants to change his/her service, An existing customer
who has a question or problem
Which of the following are benefits of the Voice Online Manager in My Account? -
ANS-Listen to voicemail messages while away from home and Manage your Spectrum
Voice features and change your settings while on the go
Which of the following are benefits of Spectrum Internet? - ANS-Internet plans do not
include a data cap and Peace of mind restricting the content children have access to on
the Internet
Which of the following are features of DVR Manager? - ANS-Manage any DVR in your
home and Edit scheduled recordings.
Which is TRUE about Spectrum Mobile International calling and texting? - ANS-Rates
for calling, data and texting vary per country
The serviceability desk does NOT need which piece of information to set up a
serviceability SRO? - ANS-How long they have lived at the residence
TRUE or FALSE: The Serviceability Desk must speak to the customer to get address
information - ANS-True
TRUE or FALSE: If you have to reach out to Serviceability to create an address and
they indicate that a survey is required, you must schedule the installation out 9 business
days to accommodate the survey. - ANS-True
What is Customer Verification used for when processing a new order? - ANS-It is used
to determine if a pre-pay is required X
TRUE or FALSE: If a customer is listed as an Authorized User (AU) on a disconnected
account with a past due balance, he or she does not need to pay the balance on that
Select the answer that is not a targeted behavior in our Quality program. - ANS-Lead
with Quad Play
Which statement is an example of something you can say to help reduce mutual silence
periods? - ANS-"It just takes a little bit for the system to check serviceability, please feel
free to ask questions while we wait"
Which speed is not a Spectrum Internet speed: - ANS-500X15 Mbps
Which are included in Spectrum TV Gold but not in Spectrum TV Silver? - ANS-Digital
Tier 2, Starz and The Movie Channel
Select the statement that is true about Spectrum Voice Calling areas. - ANS-Spectrum
Voice offers Unlimited local and long distance calling in the U.S., Puerto Rico, Guam,
US Virgin Islands, Mexico, American Samoa, Canada, and North Marianas Islands
Which Spectrum Internet Gig statement is FALSE? - ANS-Guaranteed speeds of 1GB
per second with free home WiFi service
Who is the SVP of Sales & Retention? - ANS-Christian Ruiz
Who is the GVP that oversees Residential Inbound Sales? - ANS-Tony Guevara
Which call reason would NOT be considered a sales call? - ANS-Requesting support for
a newly added TV
What region title is NOT the name of a Charter region? - ANS-Pacific Southwest Region
What does MRR stand for in sales? - ANS-Monthly Recurring Revenue
Which of the following are examples of metrics we measure? - ANS-PSU Yield and
Bundle Rate
What is Charter's mission statement? - ANS-To integrate the highest quality service with
clearly superior entertainment and communications products at a great value that
consistently exceed the expectations of our growing customer base.
, Which of the four options is NOT one of Charter's Values? - ANS-Pursue the sale of the
triple play with every customer interaction.
An average reps handles how many calls per year? - ANS-12,500 calls per year
What are the 3 common types of customers a sales rep will encounter (Select the best
THREE answers)? - ANS-Potential new customer who wants to learn about Charter
offers, An existing customer who wants to change his/her service, An existing customer
who has a question or problem
Which of the following are benefits of the Voice Online Manager in My Account? -
ANS-Listen to voicemail messages while away from home and Manage your Spectrum
Voice features and change your settings while on the go
Which of the following are benefits of Spectrum Internet? - ANS-Internet plans do not
include a data cap and Peace of mind restricting the content children have access to on
the Internet
Which of the following are features of DVR Manager? - ANS-Manage any DVR in your
home and Edit scheduled recordings.
Which is TRUE about Spectrum Mobile International calling and texting? - ANS-Rates
for calling, data and texting vary per country
The serviceability desk does NOT need which piece of information to set up a
serviceability SRO? - ANS-How long they have lived at the residence
TRUE or FALSE: The Serviceability Desk must speak to the customer to get address
information - ANS-True
TRUE or FALSE: If you have to reach out to Serviceability to create an address and
they indicate that a survey is required, you must schedule the installation out 9 business
days to accommodate the survey. - ANS-True
What is Customer Verification used for when processing a new order? - ANS-It is used
to determine if a pre-pay is required X
TRUE or FALSE: If a customer is listed as an Authorized User (AU) on a disconnected
account with a past due balance, he or she does not need to pay the balance on that
