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Comcast Interview
Questions

30 Questions and Answers by Rachelle Enns

Updated February 21st, 2019 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
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Question 1 of 30
If Comcast asked you to approach three customers today, about a home phone line, where would you begin?
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How to Answer
The interviewer would like to know more about your sales methods. Are you excited about the opportunity to approach new customers every day, and would you bring creativity to this role? Or, are you hesitant and unsure where to begin? Talk to the interviewer about your strategic plan when it comes to approaching customers about signing up for a home phone line with Comcast.
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Answer Examples
1.
If Comcast asked you to approach three customers today, about a home phone line, where would you begin?
The interviewer would like to know more about your sales methods. Are you excited about the opportunity to approach new customers every day, and would you bring creativity to this role? Or, are you hesitant and unsure where to begin? Talk to the interviewer about your strategic plan when it comes to approaching customers about signing up for a home phone line with Comcast.

Rachelle's Answer #1
"If I were asked to approach three customers today, I would begin by tapping into your CRM and looking for data on the customers who most recently visited the home phone section of your website. Then, I would proceed to call them to discuss their current services and how we could bundle their plan to include home phone, or change their plan to include a long-distance package. I believe there is always ample room to upsell customers; you have to be smart when it comes to looking for a timely opportunity."
Rachelle's Answer #2
"I believe that the best place to start would be with new customers who do not yet have their services bundled, or are on a basic home phone plan. I like to upsell, so this would be my initial approach. The other way I could go about it would be to contact former Comcast customers who recently canceled their service, to see how we could gain back their business."
2.
Have you ever used Comcast as your internet service provider? If so, what has been your experience?
The interviewer would like to know your personal experience with Comcast. If you have used this company as your internet service provider, discuss what you enjoyed. Be sure to keep your response positive but be prepared to provide constructive feedback. If you have never used Comcast for your internet service, mention why you would choose this company, from an outsiders' perspective.

Rachelle's Answer #1
"I currently use Comcast for my internet service and have been a customer for the past five years. Around that time you had a two-year contract special offer, and it was great! I have seen the prices creep up slightly over time; however, that is fine with me as the offering has become higher quality and the upload speeds have increased."
Rachelle's Answer #2
"I do not have internet through Comcast currently, but have heard many excellent things from family and friends. I saw on your website the other day that you are offering three months free to new sign-ups. That's a great incentive, and I will be jumping on board soon."
3.
What is the first thing you would do to put a customer at ease if they were upset about their cable service?
If you work in a customer facing role, chances are you have received training on how to best handle an upset customer. Discuss any formal customer dispute training you have received, and give an example of what you would do in this situation. It's vital that you exude confidence and empathy, showing the interviewer that you would professionally represent Comcast through any customer dispute or complaint.

Rachelle's Answer #1
"I believe that customers need to be treated with care and kindness, at all stages, even if they are upset or being rude. If a customer were to be upset about their cable service, I would let them know that I was there to listen. I would ask them to tell me everything that is upsetting them so that I could get a full picture. From there, it is much easier for me to solve the situation because I have already spent time 'troubleshooting.' I learned this first step during some call-center customer training that I received at T-Mobile."
Rachelle's Answer #2
"The first step that I would take to ease a customer dispute is to begin repeating the customers' pain point, in their own words, back to them. This action shows that I am actively listening. My dispute resolution training has taught me that when customers feel heard, they are more likely to be put to ease, making it easier to come to a resolution."
4.
Walk me through your technical support experience.
If you have experience in a technical support role, the interviewer would like to know about the training you have received, the types of issues you have helped customers with and the overall environment. For instance, if you worked in a call-center offering tech support, you could discuss the call volume you worked with and the tier in which you operated.

Rachelle's Answer #1
"A couple of years ago I worked as Tier II support for another mobile service provider. I would take approximately 20 incoming calls per day, escalated by the Tier I customer support professionals. Often the calls were based on lost networks, security breaches, and device troubleshooting."
Rachelle's Answer #2
"Although I do not have formal technical support training, I helped many customers with their cell phone devices when I worked for Best Buy. This kind of support was not a formal part of my role; however, I was seen as a tech expert in that blue uniform so I would go with it!"
5.
How comfortable are you upselling a customer on their internet package?
Upselling is a considerable part of profits for any internet service provider. Internet packages come in all types and are usually related to upload and download speeds, amount of data allowance per month, and are sometimes even bundled with mobile or television options. Speak about your level of comfortability when it comes to upselling customers on faster internet speeds and other service options.

Rachelle's Answer #1
"I have been cleverly upsold on products in the past and believe there is an art to it. I look forward to receiving sales training, to learn how to influence customer purchases. So long as the upsold items are ones that I know the customer will love having, I am happy to upsell them. For instance, if the customer has a home-based business I know 100% that they would benefit from faster internet speeds."
Rachelle's Answer #2
"Comcast needs to remain profitable; hence, the importance of an upsell. With that said, I would only be comfortable if I knew I was offering the customer something of value that was in line with their needs. For instance, I would not want to push a bundled cable and internet package to a customer who already told me they travel 21 days a month for work. Instead, I would suggest upgrading their plan to include more data for a wireless hotspot, while they are on the go. "
6.
Home phone service is a competitive industry. What can we do to stand out from our competitors?
Home phone services have been around for decades and, although many telecommunications and media companies are moving away from home phone service, the tried and true companies such as Comcast, AT&T, and Verizon are still going strong on their home phone service offering. Over 60 million US households have home phone service. The interviewer would like to know if you have a suggestion on what they could do to remain competitive.

Rachelle's Answer #1
"A big part of remaining competitive is reaching customer demographics that your competitors are not. With so many Millennials being smartphone dependent, it could be fun to try a marketing campaign on social networking sites that highlight the benefits of having a home phone, in addition to your cell phone. I think a tongue-in-cheek style campaign could be a great way for Comcast to stand out from competitors and gain some new business."
Rachelle's Answer #2
"I believe that customers like to receive a good deal, in the form of a bundle or service plan. To remain competitive, I would offer a discount on internet service, with a new home phone installation, on a two-year contract. Educating customers on the benefits of home phone service is an important part of this approach."
7.
What do you believe are the biggest privacy risks an internet user faces today?
Many privacy and big data acts are coming into play these days, with online security being an important topic. The interviewer would like to know that you keep yourself up-to-date with these critical topics, allowing you to have meaningful conversations with their customers. Discuss what you believe to be the most significant privacy risk today, and what your customers could to do to protect themselves.

Rachelle's Answer #1
"From what I have seen in the news lately, I feel that social networking sites are the biggest culprit when it comes to privacy risks. These social sites can potentially send your credit card information to third-party apps. In addition to this, these sites are privy to things about you such as your buying behavior, personality, religion, sexual orientation and more. I always recommend to my customers that they never put information on their profiles that they wouldn't want the world to know or see."
Rachelle's Answer #2
"I believe that the biggest privacy risks begin at a young age, with the online behavior of kids who do not understand the implications of putting personal information online. The internet is forever, and I would love to see more parents teaching this concept to their children."
8.
Do you have experience in direct sales?
The term 'direct sales' means selling a product to a customer directly, not through a traditional retail environment. Examples of direct sales in the cable industry would be 100% commissioned salespeople who sell door-to-door in a residential setting.

If you have experience with direct sales, talk to the interviewer about your training and your sales results. If you do not have experience with direct sales, be sure to ask a few questions about Comcast's direct sales model.

Rachelle's Answer #1
"I have worked in direct sales for three years now, working for a residential alarm company. My goal is to approach 50 homeowners per day, with a closing percentage of 5%. My first six months were a struggle, but as I became more comfortable with the sales model, my results increased. Now, I am at a 9% close rate, amounting to about 4 to 5 sales per day."
Rachelle's Answer #2
"I do not have experience in direct sales, although I do have some understanding of this sales model. I would appreciate if you could take some time to walk me through Comcast's direct sales models, to see if this type of approach would be a good fit for me and the skills that I bring."
9.
Have you ever used Comcast as your cable provider? If so, what has been your experience?
The interviewer would like to know your personal experience with Comcast. If you have used Comcast as your cable provider, discuss what you enjoyed. Be sure to keep your response positive but be prepared to provide constructive feedback. If you do not have cable service at all, mention why you would choose this company, if you were to start using cable services.

Rachelle's Answer #1
"As a student who works part-time, I am not home a lot and also have to be very selective on how I spend my money. At this time, I do not have cable service of any kind. With that said; once I am working full time, I am excited to enjoy your cable services and catch up on all of the HBO shows everyone has been raving about!"
Rachelle's Answer #2
"I currently use Comcast for my cable services and have been a customer for the past five years. Around that time you had a two-year contract special offer, and it was great! I have seen the prices creep up slightly over time; however, that is fine with me as the offering has become higher quality and premium channels are now more widely available."
10.
What are your salary expectations?
When you change positions, you want to see an increase in wage. Most interviewees will typically aim for a 7-15% increase for each time they change jobs. This range offers room for negotiations with the new company. This percentage increase reflects economic inflation, the unique skills you bring to the table from the last time you joined an organization, and growth in responsibilities.

The best way to discuss your salary expectations is to use your current earnings as an example if you are comfortable doing so. If this makes you uncomfortable, do give as many indicators as you can. Be open, and honest. Transparency is the best choice when salary based questions arise. If you are newer to your career, or the area, and are unsure of what a fair ask may be, there are many reliable salary calculators available online.

Rachelle's Answer #1
"Currently, I earn a base salary of $35,000 per year, and I would like to earn slightly higher in my next position, as I have additional leadership certifications since my last salary negotiation took place."
Rachelle's Answer #2
"I would like to earn slightly above where I am now. Currently, I earn $25/hour plus benefits and a 10% commission on all sales. My target income for the coming year is $65,000."
11.
Do you believe that the mobile services of Comcast are competitively priced?
The interviewer would like to know if you have researched Comcast enough to know what their prices are, and how they compete in the highly competitive mobile phone service market. Keep your response positive, addressing a special deal that Comcast may have at the moment.

Rachelle's Answer #1
"I believe that your mobile phone services are in line with your competitors, especially considering you have a stronger network than most, with less dropped calls. I saw on your website the other day that you are offering free iPhone 6S to new customers which is an amazing incentive."
Rachelle's Answer #2
"The mobile services industry is highly competitive which means that Comcast must remain creative when it comes to the services, packages, and pricing offered. I am a current customer of Comcast and find your prices reasonable and competitive. There will always be companies that severely undercut; however, any informed consumer will quickly see that those services are inferior."
12.
Who are the biggest competitors of Comcast and how do we stand out from the rest?
To answer this question appropriately, you need to have conducted some research on Comcast before going into your interview. A quick Google search will tell you who the most prominent competitors are for Comcast. Then, take some time to check out the competition online. See what stands out as far as their customer service, any awards received their pricing or even their marketing strategies.

Rachelle's Answer #1
"I believe that the biggest competitors of Comcast are T-Mobile and Verizon. It didn't take long for me to see that your customer service stands out, with much higher online ratings and positive comments. I also find that your pricing is a lot more competitive with mobile plans accessible to people with a wide range of budgets."
Rachelle's Answer #2
"It's no secret that Comcast competes with Verizon on a pretty competitive scale. I see rivaling commercials on TV and ads on social networking sites. I think that your marketing game is stronger, speaking more to the younger demographics."
13.
Name for me one objection you might receive from a Comcast mobile phone customer, and how you would overcome it to make a sale.
Most people have a mobile phone these days; however, that does not mean everyone is 100% thrilled with their mobile service. Common objections when it comes to mobile phone service include the high cost, rumors of lousy customer service, competitors who are offering better packages, or perhaps customers who do not want to be tied into a contract. Discuss with the interviewer how you would go about overcoming one of these objections from a mobile phone service customer.

Rachelle's Answer #1
"One objection that I often hear while working at Verizon includes the complicated monthly plans and high data overage charges. To overcome this customer objection, I offer to add in data overage protection. I also take the time to get to know my customers' needs and how they use their device daily. This discovery allows me to make more targeted recommendations when it comes to their service plan."
Rachelle's Answer #2
"Overcoming objections is a strength of mine! When faced with an objection, I ask a lot of questions so that I can better understand the grounds from which these obstacles are formed. I am guessing that one major objection Comcast hears is the increasing cost of mobile service and data. I would overcome this by offering a well-tailored package that fits right into the customers' budget."
14.
How would you explain home monitoring to someone with little technical knowledge?
Home monitoring can be a pretty simple concept, but when you think about the inner workings of this service, do you truly understand how home monitoring operates? The interviewer wants to see that you could explain their service concept to a customer who may have very little technical knowledge. Walk the interviewer through what you know, showing that you have done your research.

Rachelle's Answer #1
"I know that alarm monitoring offers lightning-fast communication between your home's security system and your security provider. When an alarm occurs, your security provider has all of the information needed to contact the appropriate emergency services professionals. Alarm service companies react on your behalf if you are at work, on vacation, or in distress."
Rachelle's Answer #2
"It's essential that home security customers fully understand their product so that they know what to expect from the service. To explain this service to someone with little technical knowledge, I would begin by talking about the equipment used in home monitoring. With home security systems, sensors are placed on windows, and doors, sounding the alarm if someone enters unlawfully. The control panel registers the breach and signals the 24/7 monitoring station to take action by calling the appropriate authorities."
15.
How has the home monitoring industry changed, with the introduction of AI?
Artificial intelligence has dramatically changed the world of home security and monitoring over the past few years. With video doorbells, smartphone apps, and solutions like Alexa, how do you feel the industry of home monitoring has changed. Be sure to keep your response positive by focusing on the good that AI is doing for the home security industry.

Rachelle's Answer #1
"AI-powered home security is most certainly changing how people view home security. I believe that AI has introduced a level of convenience that we never thought before; allowing home security providers to diversify better the services they offer to clients. New services can now include doorbells with video, the auto-locking of doors from smartphones, and even home temperature control through monitoring apps."
Rachelle's Answer #2
"I believe that AI has allowed homeowners to become much more connected to their home during the day. I also believe that devices such as doorbells with cameras have revived the conversation surrounding home security. People who were not concerned about home monitoring in the past are all of a sudden taking an interest."
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30 Comcast Interview Questions
Win your next job by practicing from our question bank. We have thousands of questions and answers created by interview experts.
Interview Questions
  1. If Comcast asked you to approach three customers today, about a home phone line, where would you begin?
  2. Have you ever used Comcast as your internet service provider? If so, what has been your experience?
  3. What is the first thing you would do to put a customer at ease if they were upset about their cable service?
  4. Walk me through your technical support experience.
  5. How comfortable are you upselling a customer on their internet package?
  6. Home phone service is a competitive industry. What can we do to stand out from our competitors?
  7. What do you believe are the biggest privacy risks an internet user faces today?
  8. Do you have experience in direct sales?
  9. Have you ever used Comcast as your cable provider? If so, what has been your experience?
  10. What are your salary expectations?
  11. Do you believe that the mobile services of Comcast are competitively priced?
  12. Who are the biggest competitors of Comcast and how do we stand out from the rest?
  13. Name for me one objection you might receive from a Comcast mobile phone customer, and how you would overcome it to make a sale.
  14. How would you explain home monitoring to someone with little technical knowledge?
  15. How has the home monitoring industry changed, with the introduction of AI?
  16. If a customer called in to report a slow internet connection, how would you help them?
  17. What do you feel is the biggest advantage cable has over online streaming services?
  18. What would you do if you were running late for an alarm installation appointment?
  19. How would you approach selling home phone services in the age of smartphones?
  20. Have you ever worked in a call center environment?
  21. How would you react if a Comcast customer threatened to cancel their cable?
  22. What are your thoughts on illegal media or content downloading?
  23. When it comes to helping our customers, is it more important to have technical knowledge or excellent customer service skills?
  24. We offer a range of monitoring services. What are they?
  25. How do you feel about having your inbound calls monitored or recorded?
  26. In your opinion, what are the most critical steps to troubleshooting a cable-related technical issue?
  27. How would you rate your technical knowledge, when it comes to cable services?
  28. Where do you believe the future of home phone service is headed?
  29. How would you help a Comcast customer with no dial tone on their home phone?
  30. Would you violate Comcast company policy to make a customer happy?
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