SAT Competency Final Test

DishNET is not ideal for customers that play online games and stream and download from NetFlix or Hulu.

The statement suggests that DishNET is suitable for customers who use the internet for casual browsing activities such as Facebook and Email. This implies that DishNET may not be suitable for heavy internet users or those who require high-speed internet for activities such as streaming or online gaming. Therefore, the answer "True" indicates that DishNET is indeed ideal for customers who engage in casual internet browsing.

It is not okay to tell a customer that "their price won't change" after the 2nd year because prices can change over time due to various factors such as inflation, changes in market conditions, or adjustments in company policies. It is important to be transparent and honest with customers about the possibility of price changes in the future.

The correct answer suggests that when a customer calls in to move their service to a new residence, the appropriate action is to try to sell them additional services like Frontier Secure, internet, phone, and/or ADT. After that, the customer should be provided with the customer service (CS) number to facilitate the process of moving their service to the new residence. This answer focuses on meeting the customer's needs by offering additional services and providing them with the necessary information to complete the move.

Geek Squad Technical Support is a month-to-month service and can be cancelled at any time

The correct answer is $12.99. This is the monthly charge for Frontier Secure.

Customers who have multiple phone numbers, opt-in for SMS text messages, have a same day or next day installation, and provide an email address are more likely to fulfill their commitments compared to customers who have less contact information and installation dates further out. This is because having multiple contact methods and a shorter installation timeline indicates a higher level of engagement and commitment from the customers, making them more likely to follow through with their installation.

It is possible that their monthly price could change. This could occur from a rate increase by Dish.

When the customer asks you a Question, Answer it and immediately follow up with YOUR Question to regain control of the call.

The correct answer is true because the question states that it is required to read the recaps verbatim. This means that the recaps must be read exactly as they are written without any changes or alterations.

The statement is false because when conducting a credit check, it is not appropriate to tell the customer that it is just a soft inquiry on their credit. A soft inquiry does not affect the customer's credit score and is typically done for informational purposes, such as pre-approval for a loan. However, a credit check for a loan or credit application is typically a hard inquiry, which can impact the customer's credit score. It is important to be transparent and provide accurate information to customers regarding credit inquiries.

The explanation for the given answer is that it is false because using someone else's card for qualification is not acceptable, even if the person who owns the card gave permission. The person who is taking the qualification should use their own card and not rely on someone else's permission.

It is possible to use a spouse's information for credit qualification without them actually being on the line. This means that a person can include their spouse's income or credit history when applying for credit, even if the spouse is not listed as a co-applicant or joint account holder. This practice is common in situations where one spouse has a higher income or better credit score, and it can help improve the chances of getting approved for credit.

If the customer has stated that they do not have money in their account to process the EFT and/or they have not verbally given you the routing and account number for their bank, is unacceptable and considered to be a "major impact" error in QA

A landlord has the right to restrict certain areas of a property that they rent to tenants. This can include areas such as the roof, hallways, walkways, window sills, and exterior walls of a building. By restricting access to these areas, the landlord can maintain control over the property and ensure the safety and security of both the tenants and the property itself.

The completion rate refers to the percentage of tasks or activities that are successfully finished. In this case, the statement suggests that as the install date gets further away, the completion rate tends to decrease. This implies that there is a higher likelihood of tasks not being completed as the time between the install date and the present moment increases.

Quick validation is the first step to overcoming an objection because it allows you to acknowledge the customer's concern and validate their feelings. By quickly validating their objection, you show empathy and build rapport with the customer. This helps to create a positive atmosphere for further discussion and allows you to address their concerns more effectively.

In sales, it is important to expect objections from potential customers. This means anticipating and preparing for any concerns or doubts they may have about the product or service being offered. By expecting objections, sales agents can be proactive in addressing them and providing persuasive responses. This approach demonstrates confidence and professionalism, ultimately increasing the chances of closing a sale.

The correct answer includes the statements "We're going to go ahead and get you credit qualified. What is your date of birth?" and "So the total amount due today is $112.47, would you like to use the same Visa that you used to qualify or would you like to use a different card for that?". These statements are effective ways to lead and move forward with the call because they address important steps in the process, such as credit qualification and payment. By asking for the customer's date of birth, the representative can proceed with the necessary steps to qualify them for credit. Additionally, by providing the total amount due and asking about payment options, the representative is guiding the customer towards completing the transaction.

The correct answer is a combination of options 1, 2, and 4. These responses acknowledge the importance of speaking with the spouse and offer solutions to accommodate this need. Option 1 suggests setting up a tentative install date and providing all the necessary information for the customer to discuss with their spouse. Option 2 proposes getting the spouse on the phone to ensure that all their needs are addressed. Option 4 shows understanding by listing the spouse's preferences and asking for any additional concerns. These responses demonstrate empathy and willingness to work with the customer's situation.

The given answer, "What email did you want me to send that confirmation to?", is a good example of the final step of overcoming an objection and keeping the needle moving because it assumes that the customer has already agreed to set up service. By asking for the customer's email to send the confirmation, it reinforces the assumption that the customer has made a decision and moves the conversation forward towards completing the transaction.

The correct answer is 10GB Anytime/50GB Off Peak, 10GB Anytime/50GB Off Peak GB Plus. This is because the DishNET 10mbps package offers 10GB of data that can be used anytime and an additional 50GB of data that can be used during off-peak hours. The 10GB Anytime/50GB Off Peak GB Plus option also includes an extra 10GB of anytime data and an additional 50GB of off-peak data.

It is not acceptable to tell a customer that you are going to conduct a simple credit qualification for the credit check. This is because it is important to be transparent with customers about the information you collect and how it will be used. Conducting a credit check without explicitly informing the customer would be a violation of their privacy and could potentially lead to legal issues. Therefore, the statement is false.

The statement is stating that with the Hopper, customers can access several apps including Facebook and Pandora. This means that the Hopper device provides the functionality to access these apps, implying that the statement is true.

The correct answer is 2000. This means that the Hopper can record up to 2000 hours in standard definition (SD). This is a significant amount of recording time, allowing users to store a large number of shows, movies, or other content on their Hopper device. With this capacity, users can enjoy a wide range of entertainment options without worrying about running out of recording space.

The correct answer is "All of the above". This means that if we add premium movie channels, protection plan, or Blockbuster @ Home to the customer's account through the API, we must inform the customer that they are receiving these additions.

Sub-questions are questions branching off from what they've answered. Who, What, How, Why, When

Dish cannot be installed above the 3rd floor

Flex24 and Flex customers DO NOT qualify for DishNET

Encouraging customers to call customer service to expedite installation dates may not be the best approach. It is the responsibility of customer service to handle such inquiries and provide the necessary assistance. Instead, as a service provider, it is better to proactively communicate with customers, keeping them informed about the installation process and offering any available options for expediting the service. This approach shows a proactive and customer-centric attitude, rather than placing the burden on the customer to seek expedited service themselves.

Frontier Secure offers 24/7 coverage for laptops, iPads, desktop computers, and cell phones. This means that if any issues or problems arise with these items, Frontier Secure will provide support and assistance at any time of the day or night. The coverage includes repair services, technical support, and protection against theft or damage. American-made vehicles and Nixon Watches are not included in the coverage provided by Frontier Secure.

When offering a package to a customer, it is important to offer the package that fits their needs the most. This ensures that the customer gets the channels and shows they prefer, increasing their satisfaction with the package. Offering the Smart Pack in all cases may not be suitable for every customer, as their preferences may vary. Similarly, always setting the customer up with the AT200 may not be appropriate if it does not align with their viewing preferences. Taking an extended break in "Unavailable" is unrelated to offering the appropriate package.

The Hopper can record up to 500 hours in HD.

The fourth step to overcoming an objection is to keep the needle moving or drive the conversation forward with your question. This means that instead of getting stuck on the objection, you should continue the conversation by asking relevant questions that address the objection and keep the discussion moving in a positive direction. By doing so, you can gather more information, understand the objection better, and potentially offer a solution that addresses the customer's concerns. This step helps to maintain engagement, build rapport, and ultimately increase the chances of resolving the objection successfully.

Placing notes on an order for installation preferences does not guarantee that the customer will be installed around that time. It only gives the impression that their preferences are taken into account, but actual installation timing may depend on various factors such as availability, scheduling, and other unforeseen circumstances. Therefore, the statement is false.

DishNET offers internet speeds of 50mbps, 25mbps, 15mbps, and 10mbps. The given correct answer, 15mbps, is one of the speeds offered by DishNET for internet.

Primetime Anytime will use 1 tuner to record 4 programs while the 2nd and 3rd tuners will record another 2 programs for a total of 6

The given answer includes objections that a customer may have during a conversation. These objections include wanting to talk to their spouse, stating that the package is too expensive, trying to end the call, refusing to provide their social security number, and having an objection when asked for payment. These objections are common challenges that a sales agent may encounter and need to address in order to overcome them and successfully close a sale.

Offering a solution or minimizing the objection is the third step to overcoming an objection. This involves addressing the concern raised by the objection and providing a resolution or alternative that can alleviate the objection. By doing so, the salesperson demonstrates their willingness to work towards a solution and shows the customer that their concerns are being taken seriously. This step helps to build trust and move the conversation forward in a positive direction.

Bundling your Dish TV with DishNET offers several benefits. Firstly, you can enjoy a $10/mo Bundling Discount, which saves you money on your monthly bill. Additionally, bundling provides the convenience of having only one bill to manage for both services. Lastly, you will have access to 24/7 Customer Support, ensuring that any issues or concerns you may have can be addressed promptly.

In order to overcome an objection effectively, it is important to isolate the objection first. This means identifying and separating the objection from other factors or concerns that the customer may have. By isolating the objection, the salesperson can focus on addressing and resolving that specific issue, rather than getting sidetracked or overwhelmed by other unrelated factors. This step allows for a more targeted and effective response, increasing the chances of successfully overcoming the objection and closing the sale.

The answer "Is there anything else holding us back today?" is a good example of isolating an objection because it directly addresses the possibility of additional concerns or objections that the person may have. By asking this question, the speaker is giving the other person an opportunity to express any other issues they may have before moving forward with the decision. This allows the speaker to address and overcome any remaining objections, ensuring a smoother and more successful outcome.

Dish includes Sirus XM radio stations in all packages

The statement is stating that the company is no longer providing the 10GB DishNET product and if a customer wants a 10GB package, they should go to HughesNet for the service. This means that the statement is true, as the company is indeed not offering the 10GB DishNET product anymore.

The Super Joey is a device that expands the capabilities of the Hopper DVR system. While it does provide additional tuners, it does not directly provide TV to two TVs. Instead, it allows for the connection of one additional TV to the Hopper system, bringing the total number of TVs that can be connected to three. Therefore, the statement that the Super Joey can provide TV to two TVs is false.

The options "I hear ya loud and clear" and "Sure, I understand" are good examples of the first step to overcoming an objection, "Quick Validation." These responses show empathy and understanding towards the objection raised by the customer. By acknowledging their concerns and validating their point of view, the salesperson can build rapport and create a more receptive environment for addressing the objection effectively.

"What prompted your call today", "Welcome to US Dish, the authorized retailer for Dish....", and "You've called the right place. I'm a home services expert." are covered in the "LINK".

Verizon and HughesNet are Cold Transferred to the Telco Team for Verizon and the SatNet Team for HughesNet

The correct answer is "Overcome them, Ignore them, Validate them". When faced with objections, we have different approaches. Sometimes, we try to overcome the objections by addressing them and providing counterarguments or solutions. Other times, we choose to ignore the objections and continue with our original plan or decision. Lastly, we may validate the objections by considering them valid and adjusting our plans accordingly.

The items that need to be included in the notes on a Hold for Payment are the Install Date, Fee Amount, and Payment Date. These details are crucial for keeping track of the payment process and ensuring that all necessary information is recorded accurately. The Install Date helps identify when the service or product was installed, the Fee Amount indicates the amount that needs to be paid, and the Payment Date shows when the payment was made or is due. By including these items in the notes, it becomes easier to manage and organize payment-related information.