Work

Front 1

Creating _________ _________ extends beyond the mere satifaction of a single interaction- it focuses on developing an ongoing relationship with the customer.

Back 1

Loyal customers

Front 2

Creating loyal customers extends beyond the mere satifaction of a single interaction - it focuses on developing an _____ _____ with the customer.

Back 2

ongoing relationship

Front 3

What 3 experiences make up the Cox experience?

Back 3

Simple, transparent,and personal.

Front 4

Which of the 3 Cox experiences is the following:

Make sure every customer feels like a person.

Back 4

Personal

Front 5

Which of the 3 Cox experiences is the following:

Be simple and easy to use.

Back 5

Simple

Front 6

Striving to see things from the customers perspective and Acknowledging that customers are important and have individual needs are examples of which of the 3 Cox experiences?

Back 6

Personal

Front 7

Making it clear and intuitive along with communicating in a way that is easy to understand are both examples of which Cox experience?

Back 7

Simple

Front 8

Keeping customers informed, anticipating their questions, and owning mistakes while working to resolve then are examples of which Cox experience?

Back 8

Transparent

Front 9

Typically younger, no children in house, more likely to live in apartment and move frequently. Lower incomes and more interested in deals and saving money.

Back 9

Young start outs

Front 10

Typically younger, no children but often have more education and higher incomes. They are interested in higher tiers of data and have many connected devices in their home.

Back 10

Trendiest Techies

Front 11

Typically have children in the household and lower incomes. They are very interested in all three of our products, but typically at lower tiers.

Back 11

Budget families

Front 12

Typically 35-75+ years old, single or married and may have children in home. Income is $50 and below with HS/GED or no diploma likely. Heavy TV users who enjoy daytime programming. Rarely use Internet and have prepaid phone for emergencies.

Back 12

Simple Basics

Front 13

Typically have children in the household and higher incomes. Interested in all three products at the higher tiers. Most interested in faster speeds of Internet and potentially premium channels.

Back 13

iFamilies

Front 14

Traditionally 45-75+ years old., married, retired households on fixed income. They are moderate to heavy TV users, light Internet users and like bundling landmine phone with their cell phone. They do not use cell phone regularly but like the security it provides away from home. Among our most loyal customers.

Back 14

Traditionalist

Front 15

Typically 45-65 years old and have older children or are empty nesters. Skew toward high income and are less price-sensitive than other segments. Typically want our best products and will pay for them. highest lifetime value of any segment.

Back 15

Modern Mature

Front 16

____ and _____ refer to primary service units. In plain language, this measures the number of strategic products sold a call.

Back 16

PSU and NPSU

Front 17

What does PSU stand for?

Back 17

Primary Service Unit

Front 18

_____ and _____ refer to the revenue we generate on calls - how much new revenue we capture for the company.

Back 18

Revenue and R$PC

Front 19

_____ is a measure of closed sales - not just offers made but offers that closed.

Back 19

Conversion rate

Front 20

_____ refers to net revenue per call. This is important in Retention, because customers in this channel are often calling to downgrade or disconnect services. our ability to save revenue - and potentially increase it - is critical. Net revenue is the amount of revenue after you take into consideration any lost revenue.

Back 20

NRPC

Front 21

_____ measures the quality of the call based on specific quality attributes.

Back 21

Call quality

Front 22

Measures how many calls you handle in a given period of time.

Back 22

AHT (Average handle time)

Front 23

What does AHT stand for?

Back 23

Average handle time

Front 24

A _____ is made up of multiple products with varying product packages.

Back 24

Bundle

Front 25

_____ is made up of various features from one product.

Back 25

Package

Front 26

Cox has four _____ (TV/Video, Internet/Data, phone, Home Security) that are made up of various features.

Back 26

Product

Front 27

What are used to sell a product or package at a discount and are usually for short periods of time - 3-12 months for example?

Back 27

Special Offerings

Front 28

TRUE/FALSE:

Both Special Offerings and Campaigns are linked to customer accounts.

Back 28

True

Front 29

The elements of a product that would meet a customer's need by closing the gap between what is and what should be.

Back 29

Selling Features

Front 30

How a product meets customer needs.

Back 30

Customer benefits.

Front 31

_____ is what a product does and ______ is how it benefits a customer

Back 31

Feature

Benefit

Front 32

_____ is a resource database that includes a wide range of information like: product pricing, store locations, channel lineups, troubleshooting, policies and procedures, and current campaigns.

Back 32

KIQ (Kana IQ)

Front 33

What is the formal name for KIQ?

Back 33

Kana IQ

Front 34

What is used to look up Cox competitive information for each product (video, Data, Phone)?

Back 34

i-site

Front 35

What does PLG stand for?

Back 35

Price Lock Guarantee

Front 36

What is it called when the price of a selected product, package or bundle:

- Remains the same for a given period of time.

- May go up at the end date of the lock.

- Represents a significant cost savings for the customer over time.

Back 36

Price Lock Guarantee

Front 37

What is the "fine print" on a product, package or bundle. It describes:

-What's included and not included in product, package or bundle purchased.

-Price and expiration date of the offer.

Back 37

Details and terms

Front 38

What does ETF stand for?

Back 38

Early Termination Fees (ETF)

Front 39

_____ is a monthly fee charged to a customer if he/she terminates service earlier than the Price Lock Guarantee time period specified.

Back 39

Early Termination Fees

Front 40

Why does Cox require an ETF?

Back 40

To demonstrate the partnership and mutual commitment between the customer and Cox.

Front 41

The _____ leads you through the most common customer conversations and provides guidance to increase your likelihood of success.

Back 41

Call Flow

Front 42

The _____ ensures that you "cover all the bases," making it more likely that you will identify and satisfy customer needs that are both known and unknown to the customer.

Back 42

Call Flow

Front 43

The _____ ensures consistency of the Cox brand and is a key tool in the goal to deliver the Cox Experience

Back 43

Call Flow

Front 44

TRUE/FALSE:

Customers can build their own bundles.

Back 44

True

Front 45

TRUE/FALSE:

Customers cannot build their own bundles.

Back 45

False

Front 46

One bill, Save money, and Feature integration are all examples of ______.

Back 46

Bundles

Front 47

What does NPS stand for?

Back 47

Net Promoter Score or Net Promoter System

Front 48

A method for understanding customer loyalty.

Back 48

NPS (Net Promoter Score or Net Promoter System)

Front 49

How do you handle an abrasive customer?

Back 49

Be nice.

Front 50

Talk about products and services during ______.

Back 50

Discovery

Front 51

Greet the customer, stating your _____ and branding Cox.

Back 51

name

Front 52

Greet the customer, stating your name and branding _____.

Back 52

Cox

Front 53

_____ and ______ the customer's reason for the call.

Back 53

Identify/Acknowledge

Front 54

Build rapport, using ______ and enthusiasm.

Back 54

empathy

Front 55

Build rapport, using empathy and _____.

Back 55

enthusiasm

Front 56

To be the most trusted provider of communication and entertainment services in America is....

Back 56

The Cox Vision

Front 57

EMTA stands for _____.

Back 57

Embedded Multimedia Terminal Adapter

Front 58

NIU stands for ____.

Back 58

Network Interface Unit

Front 59

A device that serves as the demarcation point between the carrier's local loop and the premises wiring.

Back 59

NIU (Network Interface Unit)

Front 60

What does FCC stand for?

Back 60

Federal Communications Commission

Front 61

The FCC is an independent agency of ______.

Back 61

The United States Government.

Front 62

How much does Cox charge for long distance? (If the customer doesn't have a long distance option/plan)

Back 62

.18/min

Front 63

How much does it cost to add Cox long distance to the Starter & Essential voice packs?

Back 63

$20.00/month

Front 64

Which phone package is the following:

-Unlimited local calling

-No features

-Optional Cox long distance for an extra charge of $20.00/month.

Back 64

Starter Pack

Front 65

Which phone package is the following:

-Unlimited Local calling

-Essential Features Pack (which includes Caller ID, Call Waiting, Call Waiting ID, and busy line redial.)

- -Optional Cox long distance for an extra charge of $20.00/month.

Back 65

Essential Pack

Front 66

-Customer Database

-Guide to Customer's Account

-Used for Billing and Work orders

-A tool for management

-A big responsibility

Back 66

ICOMS

Front 67

What software is used by our customer service representatives for billing and customer data?

Back 67

ICOMS

Front 68

TRUE/FALSE:

Everything that you do in ICOMS should be in caps lock.

Back 68

TRUE

Front 69

In ICOMS:

What key processes data and, on some screens, will move to the next screen?

Back 69

Enter or Clicking OK

Front 70

In ICOMS:

What key moves the cursor to the first position of the next entry field forward?

Back 70

Tab

Front 71

In ICOMS:

What key accesses special characters at the top of the keyboard?

Back 71

Shift+Tab

Front 72

In ICOMS:

What key takes the cursor back one space without erasing your work?

Back 72

backspace

Front 73

In ICOMS:

What key takes you back to a previous page when you roll forward? (Will give you an error message if there are no more pages to roll back)

Back 73

Page up

Front 74

In ICOMS:

What key allows the user to use the number pad on the keyboard?

Back 74

Num Lock

Front 75

In ICOMS:

What key deletes the letter under the cursor (one letter at a time)?

Back 75

Del

Front 76

In ICOMS:

What key inserts a character into the word where the cursor is located?

Back 76

Insert

Front 77

In ICOMS:

From any point on the screen, what key will move you to the task field on any screen where there is a task field?

Back 77

F2

Front 78

In ICOMS:

What key exits the function you are in?

Back 78

F3 or click Exit

Front 79

In ICOMS:

What key will prompt the ICOMS help feature and display options for the field entry?

Back 79

F4

Front 80

Which phone package is the following:

-Unlimited Local calling

-Unlimited long distance

-Basically all features.

Back 80

Premier

Front 81

SD, HD, DVR (2 Tuners), Record 6 HD/DVD, CableCARDS, and Mini Boxes are all examples of what?

Back 81

Equipment

Front 82

Video on Demand, Pay Per View, and Music Choice are all examples of what kind of service?

Back 82

Miscellaneous Services

Front 83

What two pieces of equipment does not receive Video on Demand, PPV, and Music Choice?

Back 83

CableCARDS & Mini Boxes