SAT Competency Final Test
Sat New Hires Must pass this test at the end of new hire training to advance on the floor.
- 1.Describe what it means to ASSUME the sale.
- 2.The "LEARN" will include which of the following examples of questions: Check all that apply
- A.
"What prompted your call today"
- B.
"Tell me about your current situation"
- C.
"Welcome to US Dish, the authorized retailer for Dish...."
- D.
"What are some of you must-have channels?
- E.
"In a perfect world, what would you like to have with your service that you are not getting now?"
- F.
"You've called the right place. I'm a home services expert."
- 3.If the objection "I need to talk this over with my spouse" comes up, this would be an effective way to rebuttal: Check all that apply
- A.
"Yeah that's fine. Go ahead and just call us back when you're ready to set up service."
- B.
"Speaking this over with your spouse is very important. What we'll go ahead and do is get the service set up with a tentative install date, I will email everything over to you so that you can print it out and discuss this with your wife, and if you need to make any changes, go ahead and calls us back. Do you prefer tomorrow or the next day for install?"
- C.
"Why do you need to talk to your spouse? Are you required to talk with your spouse before buying grocery's at the store?"
- D.
"I completely understand. We'll go ahead and get your spouse on the phone now and make sure that we've covered and included everything that they need. What's the best contact number for them?"
- E.
"That definitely understandable. So from what you told me before, it sounds like your spouse likes Discovery, OWN, Oxygen, and the NATGEO channel and having a DVR is important. What else are we missing that hold your spouse back from setting up service today?"
- F.
"Talk to your spouse? But I'm giving you movie channels for free."
- 4.You have asked the question, "So, tell me about your current situation". The customer responds, "I have Comcast and I hate them!" Select the appropriate Sub-Questions below: Select all that apply
- A.
"Weird. Everyone loves Comcast."
- B.
"Yeah that's frustrating. What have they done now?"
- C.
"I'm sorry to hear that you're having some tough times with them. What has you so upset with them?"
- D.
"How many TV's would you like to have set up?"
- 5.Select the effective ways to "LEAD" and move forward with the call: Select all that apply
- A.
"We're going to go ahead and get you credit qualified. What is your date of birth?"
- B.
"Sooo..... Do you want service today?"
- C.
"CAN we do a credit qualification?"
- D.
"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?"
- 6.Call control is extremely crucial. Whomever is asking the questions, controls the call. The acronym "QAQ" stands for:
- A.
Question Always Qualifiers
- B.
Quality And Quivers
- C.
Quails Always Qualify
- D.
Question Answer Question
- 7.DishNET is ideal for customers that play online games and stream and download from NetFlix or Hulu.
- A.
True
- B.
False
- 8.DishNET is ideal for customers that casually browse on the internet, including Facebook and Email.
- A.
True
- B.
False
- 9.The benefits of bundling your Dish TV with DishNET are: Select all that apply
- A.
$10/mo Bundling Discount
- B.
$20/mo Bundling Discount
- C.
The convenience of 1 bill
- D.
24/7 Customer Support
- 10.DishNET offers the following speeds for internet: Select all that apply
- A.
50mbps
- B.
25mbps
- C.
15mbps
- D.
10mbps
- 11.DishNET offers the following amount of DATA in the 10mbps package:
- A.
10GB Anytime/50GB Off Peak
- B.
20GB Anytime
- C.
10GB Anytime/50GB Off Peak GB Plus
- D.
15GB Anytime/15GB Off Peak
- 12.The Hopper has the ability to record up to _____ programs at 1 time.
- A.
9
- B.
8
- C.
3
- D.
5
- 13.Sirus XM Radio can be added on as an al a carte service.
- A.
True
- B.
False
- 14.With the Hopper, customers have the ability to access several apps including Facebook and Pandora.
- A.
True
- B.
False
- 15.The Super Joey can provide TV to two TV's.
- A.
True
- B.
False
- 16.We are no longer offering the 10GB (5GB Anytime/5GB Off Peak) DishNET product. If a customer wants a 10GB package please direct them to HughesNet for the service.
- A.
True
- B.
False
- 17.Frontier Secure provides 24/7 coverage for the following items:
- A.
American-made vehicles
- B.
Laptops/iPads/Desktop Computers
- C.
Nixon Watches
- D.
Cell Phones
- 18.Frontier Secure requires a 24-month agreement.
- A.
True
- B.
False
- 19.Frontier Secure has a monthly charge of ____.
- A.
$79.99
- B.
$12.99
- C.
$39.99
- D.
$19.99
- 20.Customer who qualify as a Flex or Flex24 can receive DishNET.
- A.
True
- B.
False
- 21.What providers do you as a dish agent have to transfer to get setup?
- A.
Verizon
- B.
Frontier
- C.
ADT/Vivint
- D.
HughesNet
- E.
Centurylink
- F.
Qwest
- G.
AT&T
- H.
Windstream
- 22.The Hopper can record up to _____ hours in HD.
- A.
1000
- B.
700
- C.
2000
- D.
500
- 23.The Hopper can record up to _____ hours in SD.
- A.
1000
- B.
700
- C.
2000
- D.
500
- 24.It is acceptable to tell a customer that you are going to conduct a simple credit qualification (for the credit check).
- A.
True
- B.
False
- 25.It's OK to tell the customer that's it's just a soft inquiry on their credit (when doing a credit check).
- A.
True
- B.
False
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