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Cox Customer Sales Representative > Good to Know > Flashcards

Good to Know Flashcards

1
Q

If someone requestks a seasonal hold on their account, what happens?

A

They lose their discounts

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2
Q

How much data is in every internet plan?

A

1.25 TB

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3
Q

What plan is the most popular?

A

Preferred Plan

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4
Q

What is a ported telephone number?

A

If you’re switching service providers and remaining in the same geographic area, you can keep your existing phone number. This process – often referred to as phone number porting – can be done between wireline, IP and wireless providers.

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5
Q

How many payments can equipment be spread out on?

A

4 payments

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6
Q

How much is the Pro Connect Fee?

A

100$

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7
Q

What is one example of a Cox product that requires Pro Connect Installation?

A

The MOCA Wifi Extender
(stands for Multimedia over Coax Alliance) is a technology that uses the existing coaxial cables already in most people’s homes. … With MoCA Network Adapters or MoCA WiFi Extenders, you can turn your home network into an “Internet Autobahn” with speeds of up to 2.5 Gbps* and latency as low as 3.5 ms.

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8
Q

What does Cox include in equipment?

A

An HDMI Cable, Coax cable, Splitter and Power Cord

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9
Q

Does the customer receive a call from Cox after signing up for Phone service?

A

Yes, the customer will get a call from cox, asking the customer if they are in an apartment and other important questions for phone service.

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10
Q

How many DVRs need to be sold with TV packages?

A

Usually one, but sometimes in households 2 may be needed (the reason is to keep children shielded from adult content.)

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11
Q

How much is the Pro Connect Fee for CHC Security? (Non-Discounted)

A

100$ (This means the install price for any 1 product order excluding automation is now 100$)

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12
Q

What is the Automation Install Fee?

A

It remains at 25$

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13
Q

What are some great benefits of having a Home Phone that can be featured to the customer?

A

If you have a home phone, 911 can get to your house much faster (at least 2 minutes) and can also locate where in the house you are more easily. On a cell phone they cannot locate which room you are in.

It is a good idea to offer home phone even if the customer says no often.

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14
Q

Should you offer Home Automation even if a customer isn’t sure about it?

A

Yes- even if the customer isn’t sure, or you always hear No when offering, always try. (If the customer is not wired for it, then no. If they aren’t sure if they are wired for it, a cox rep can come out and check for them)

Also, It is a great way to make money for the chat rep as you can make up to 20 dollars per order sold (Price may vary)

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15
Q

What are the reasons people buy something?

A

They either Want it, Need it or they Value it

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16
Q

What does adding an ‘S’ at the end of http do?

A

Adding an S encrypts the url. (Protects it from hackers)

https:// instead of http://

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17
Q

How large is the corporation of Cox?

A

3rd Largest Cable Provider in the US (and costs more because of superior service)

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18
Q

If the customer only wants internet, What changes on the Configuration Page?

A

Internet Term Agreement

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19
Q

Should you turn the WPS off on your router?

A

Yes. Unfortunately, WPS is horribly insecure and can be used as a means for attackers to gain access to your network. This is why we disable WPS

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20
Q

What symbol should a website URL have so you know it’s secure and can’t be intercepted by hackers?

A

A small symbol of a lock, right before the url

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21
Q

If you are about to email some non-public information, what should you do first?

A

Encrypt it first. You can know if its encrypted if the HTTP has an ‘S’ at the end of it, and if there is a symbol of a lock right before the url.

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22
Q

What is one benefit of a customer making an order today?

A

They are saving time by doing it now

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23
Q

Is it okay to not disclose the exact price/ price changes to the customer, such as the warranty process of a purchased product or the refund process etc.?

A

It is called Failure to disclose price, and it is unlawful.

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24
Q

When can a customer cancel?

A

Anytime.

Early termination fees may apply

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25
Q

If a customer is needing you to adjust or explain their bill, can you still offer them a new product or service?

A

Yes, find out if you can do more for them than just adjusting a bill or other simple tasks. Turn service into sales. Always listen for sales opportunities

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26
Q

Where can the customer find Legal Disclosures on the Cox Website?

A

Under Digital Welcome Center for Cox

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27
Q

What should you ask instead of asking for the customers’ price range?

A

Ask them what they are ideally looking for.

28
Q

If the customer talks badly about another company or a bad experience with them, should you agree?

A

No, do not bash any businesses. Internet or cable companies are considered a natural monopoly where they operate. This is done because we don’t really want to have ten different cable systems in our streets, digging up things constantly. In return, their offerings are supposed to be regulated. Cox is not in competition with any other company because of this.

29
Q

What are some examples of acknowledgment?

A

This is a great product! Oh wow, I love that product! Sounds like you know what you like/want!

30
Q

If the customer objects an offer, what should you do?

A

Acknowledge the objections, Listen and clarify, and have a competitive strategy for it. Do Answer their questions. Add personalized benefits to each offer

31
Q

If the customer objects an offer, what should you NOT proceed to do?

A

Be pushy, Get defensive, Assume their needs, bash the competition.

32
Q

If a customer signs up for Connect 2 Compete, does the chat agent receive commission?

A

No, it is not considered a sale.

33
Q

After _ minutes of a customer not responding, you should close the chat

A

5

34
Q

What is a ‘2 by 2’ in chat?

A

Combining 2 chat actions in one, such as a greeting that also has an interactive question with it. “Hi, glad to help you today, may I know who I have the pleasure of speaking with?”

35
Q

What should you do if the customer already knows how to make an order/complete a task?

A

Do not offer them help, allow them to ask you for help when needed

36
Q

What city is Cox Headquarters located out of?

A

Georgia Atlanta- however, Cox ironically does not serve that city.

37
Q

What is the Contour HD Reciever called now instead?

A

Contour TV Box

38
Q

What is one difference between Starter and Preferred TV?

A

You cannot add channel packs on Starter TV

39
Q

What is the Starter Pack?

A

70 Channels and Contour App

40
Q

What did Contour 1 used to be called?

A

COXTV

41
Q

Contour TV 2 has a voice ____

A

remote

42
Q

When helping a customer you should always click

A

Start New Service

43
Q

Contour TV makes your TV ____

A

Smart

44
Q

What service is the least popular?

A

Phone

45
Q

What happens to the deposit if a customer cancels their order?

A

They get it back

46
Q

When is the deposit due on customer order?

A

Due on the day of purchase

47
Q

If a customer keeps their service, how long until they get their deposit back?

A

After 12 months

48
Q

make flashcards of WoW words

A

figure out what WoW words are

49
Q

Do you have to be on camera throughout the day for chat?

A

No, but the camera will randomly snap a picture to make sure its really you at your desk doing the chats

50
Q

What can ICOMs do?

A

They can add services to an active account, upgrade services on an active account or help new customers set up an order (only via online chat not SMS for new customers).
To activate, you would want to either transfer them to Tech or have them call the tech number depending on their preference.

51
Q

How do you get to Citrix/Cresta/Log Me In?

A

https://connect2cox.com in to google chrome browser

52
Q

What is the best way to look up a customer in ICE?

A

Address. Leave the filter to either address or All Fields. If address doesn’t work you can try phone number or account number too.

53
Q

If a customer lives in a brand newly built home/duplex etc. and it does not show in Cox.com, ICE or even google what should they do?

A

The customer would need to call in and have the new address added to the system.

54
Q

If a customer wants to reschedule her appointment for setting up service, and also looking to add/upgrade the pending order, what should the agent do?

A

If the customer wants to add to the order/ upgrade the pending order, ICOMS can help. (Agent will only get revenue if they follow the ICOMS transfer flow.
If the customer only wants to reschedule, she can call in to do so. (866 # Customer Care Number)

55
Q

If the customers account is inactive but there is a pending order, can we as agents add something to that account?

A

Not in ICE- ICOMS can though. For example if they have a starter Internet order pending and upgrade to Preferred 150, you would get the revenue.

56
Q

What packet is ESPNUHD?

A

Sports and Info Pak. You can find it on the channel line up and then select view PDF for a break down of what channels are in which plan/pack

57
Q

Do we walk customers through adding channel packs through their online account? Or do we do it in ICE?

A

Walk through it with the customer first, if they are unable then you complete it in ICE

58
Q

Why cant I get rid of the smart advisor?

A

Try to click the light bulb icon, if that does not work force reload - which you can do under file or edit at the top left of Cresta

59
Q

If the customer has an amount due of 25.01 or more, can we still help them?

A

Only with 25$ or less due can we help them. If its more, must be transferred to billing

60
Q

If you’re going to access a customers account and don’t authenticate their 4 digit PIN/SSN/ Security Question, what is that considered?

A

A breach of security

61
Q

V stands for

A

Voice

62
Q

C stands for

A

COX

63
Q

CHL

A

COX Home Life

64
Q

What should you have open when you log on to work?

A

Outlook, eRP, Cresta, ICE, LMI, Cox Website, List of Modems that are compatible, Cox Chat Flow,

65
Q

How to get to MainPage?

A

Click New Tab- Link is under google search bar

https://mainpage2.corp.cox.com/#

66
Q

Ice Link

A

ice.corp.cox.com/ice/#/signin

67
Q

If a customer is buying Home Security Equipment, what makes their plan be forced to go from 20 dollars a month to 40?

A

Adding equipment

Cox Customer Sales Representative (4 decks)

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