30 Comcast Interview Questions & Answers
Below is a list of our Comcast interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
1. Have you ever used Comcast as your cable provider? If so, what has been your experience?
How to Answer
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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!"
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2. What are your salary expectations?
How to Answer
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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."
Written by Rachelle Enns
3. Do you believe that the mobile services of Comcast are competitively priced?
How to Answer
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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."
Written by Rachelle Enns
4. Walk me through your technical support experience.
How to Answer
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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!"
Written by Rachelle Enns
5. Who are the biggest competitors of Comcast and how do we stand out from the rest?
How to Answer
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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."
Written by Rachelle Enns
6. Name for me one objection you might receive from a Comcast mobile phone customer, and how you would overcome it to make a sale.
How to Answer
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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."
Written by Rachelle Enns
7. How would you explain home monitoring to someone with little technical knowledge?
How to Answer
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.
Written by Rachelle Enns on February 18th, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 18th, 2019
2nd Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
8. Have you ever used Comcast as your internet service provider? If so, what has been your experience?
How to Answer
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
9. How has the home monitoring industry changed, with the introduction of AI?
How to Answer
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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."
Written by Rachelle Enns on February 18th, 2019
10. If a customer called in to report a slow internet connection, how would you help them?
How to Answer
Slow internet connections may be one of the most common customer service calls you will need to troubleshoot when working for Comcast. Talk to the interviewer about the action you would take to help a customer with a slow internet connection.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"From my experience, slow internet connections are pretty simple to fix. The first thing I would recommend is running an internet speed test to make sure the culprit was indeed the internet speed. Next, I would have the customer close all of their applications and windows then reboot their device. After that, if the connection were still slow, I would check modem performance."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"Although I do not yet have training in slow internet connections, I would advise doing what I do at home! After running an internet speed test, I would suggest rebooting their computer as well as their modem. These actions generally fix any connectivity issues. Otherwise, I would book the customer in for a home visit from one of your knowledgeable technicians."
Written by Rachelle Enns on February 18th, 2019
11. What do you feel is the biggest advantage cable has over online streaming services?
How to Answer
The debate between cable versus streaming remains a hot topic, and the interviewer would like to know your thoughts when it comes to this issue. If you are in a customer-facing role, for instance, it's crucial that you can readily discuss why these services are incomparable. If you had a customer call in to cancel their cable service, citing that they are moving to Netflix only - what could you say to change their mind?
Written by Rachelle Enns on February 18th, 2019
1st Answer Example
"I have canceled my cable in the past and regretted it immensely once football season came around. I had to call for my cable back! I feel that cable has a significant advantage over streaming services when it comes to sports fans, and the sports coverage they have come to expect from a television service provider."
Written by Rachelle Enns on February 18th, 2019
2nd Answer Example
"There are benefits to streaming, yes, but nothing compares to cable when it comes to up-to-date episodes of the hottest shows around. I have witnessed friends hastily cancel their cable only to find that they cannot stand the delay in releases on their streaming service."
Written by Rachelle Enns on February 18th, 2019
12. What would you do if you were running late for an alarm installation appointment?
How to Answer
This question is a customer service based inquiry. Although you may not yet know Comcast's policy when it comes to schedules running behind, the interviewer wants to see that you have a solid understanding of what a customer would expect from you. Discuss how you would handle the appointment if your day were running behind.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"I do not like to run behind, so I hope this would rarely happen; although, I do know that circumstances can go beyond our control at times. If I were running late for an alarm installation appointment, I would call the customer directly to explain the situation. I would do my best to offer a more accurate window of time, offering to reschedule if that did not suit them."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"Nobody wants to be kept waiting, and everyone wants to be presented with the best service so I would apologize to the customer profusely if I were running behind. If circumstances were out of my control, I would call dispatch to see if another installer could go to the job. I believe in putting the customer first, all the time."
Written by Rachelle Enns on February 21st, 2019
13. If Comcast asked you to approach three customers today, about a home phone line, where would you begin?
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
14. How would you approach selling home phone services in the age of smartphones?
How to Answer
There is no denying that smartphones are taking over the world; however, home phone services still have their place. Show the interviewer that you understand the ways home phone service can compete with smartphones.
Written by Rachelle Enns on February 18th, 2019
1st Answer Example
"I fully believe that home phones have their place in today's smartphone rich world. I would approach selling home phone services by focusing on benefits such as reliable 9-1-1 service for the elderly, being able to connect even when your cell phone happens to die, as well as the much lower cost when it comes to local calling charges."
Written by Rachelle Enns on February 18th, 2019
2nd Answer Example
"When my grandmother had a stroke, having a home phone line is what saved her life. Because she called 9-1-1 from a landline, emergency service professionals were able to reach her much faster. If she were calling from a cell phone, she would have had to give her address and other information, taking away from the response time. Telling this story is how I would approach selling Comcast's home phone services."
Written by Rachelle Enns on February 21st, 2019
15. What is the first thing you would do to put a customer at ease if they were upset about their cable service?
How to Answer
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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."
Written by Rachelle Enns on February 18th, 2019
16. Have you ever worked in a call center environment?
How to Answer
Most cable service companies will have call-center hubs where customers can call in to change or cancel their services, report technical difficulties, and make payments. Talk to the interviewer about any exposure you have in a call-center environment, along with any formal training you have received. If you do not have experience working in a call-center environment, mention a bit about your phone skills, and your customer service experience in general.
Written by Rachelle Enns on February 18th, 2019
1st Answer Example
"I worked for a cable competitor about two years ago, as an outbound telephone agent. My focus was on new customer acquisition as well as upgrading the services on existing accounts. I made about 200 calls per day with a 15% conversion rate. My target was 12%, so I am happy to say that I always exceeded these goals."
Written by Rachelle Enns on February 18th, 2019
2nd Answer Example
"Although not in a call-center environment, I do have experience in customer-facing situations. My very first job was as a host in a popular family restaurant. From there, I moved into serving tables. The restaurant industry is highly customer-driven, so I understand the urgency associated with call-center environments. It's important that customer issues and needs are resolved quickly and efficiently. I look forward to furthering my customer-service training at Comcast."
Written by Rachelle Enns on February 21st, 2019
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17. How comfortable are you upselling a customer on their internet package?
How to Answer
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.
Written by Rachelle Enns on February 18th, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 18th, 2019
2nd Answer Example
"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. "
Written by Rachelle Enns on February 21st, 2019
18. How would you react if a Comcast customer threatened to cancel their cable?
How to Answer
If you have ever worked for a cable provider, you know that customers cancel, or threaten to cancel their cable, every day. The reasoning behind this could be budgetary, or they feel they don't watch television enough. Maybe they are dissatisfied with the service and want to check out a competitor.
The interviewer wants to see that you have the ability to dig and troubleshoot when it comes to these types of customer interactions. Discuss the action that you would take, to save the customer.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"If a customer were to threaten to cancel their cable, I would first find out why the change of heart. Once I had a solid understanding, then I could present viable solutions. For instance, if the customer needed to tighten up on their spending, I could check which specials we had going, and offer them a temporary discount. One thing I have noticed about Comcast is that you offer very flexible cable packages so I do not doubt that there would be a great solution for nearly every customer who needed to tweak their current cable package."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"Of course, we would never want to see a valued customer leave; however, to win them back I would first need to understand where we lost them in the first place. Then, I would ask the customer what we could do to win them back. Often, they will tell you exactly what they need and want. If I could deliver their request within reason, I would."
Written by Rachelle Enns on February 18th, 2019
19. What are your thoughts on illegal media or content downloading?
How to Answer
Illegal media or unlawful downloading is running rampant these days, forcing cable companies to drop their pricing or find other ways to draw in honest customers. The interviewer would like to know your thoughts when it comes to sites that offer illegal or pirated downloads.
Written by Rachelle Enns on February 18th, 2019
1st Answer Example
"I think that sites offering illegal or pirated versions of television shows and movies are doing a terrible disservice to the entertainment industry. Taking profits away from the studios, actors, producers, and content distributors is a short term gain but in the end, will greatly affect the future of media."
Written by Rachelle Enns on February 18th, 2019
2nd Answer Example
"I recently read an article stating that illegal media and sites with pirated content are becoming less popular among the general public. I believe we are more educated today than we were ten years ago, on the negative effects that pirated content has on the entertainment industry as a whole."
Written by Rachelle Enns on February 18th, 2019
20. What do you believe are the biggest privacy risks an internet user faces today?
How to Answer
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.
Written by Rachelle Enns on February 18th, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 18th, 2019
2nd Answer Example
"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."
Written by Rachelle Enns on February 18th, 2019
21. When it comes to helping our customers, is it more important to have technical knowledge or excellent customer service skills?
How to Answer
This question is an opinion based query so there may not be a right or wrong answer; however, the interviewer wants to see that you believe there is importance in a healthy balance of both. You can deliver excellent customer service but it the customers' internet remains slow or down, they will not be happy. On the flip side, if you send in a rude technician to fix their internet connection, they will not be pleased with the level of service. Discuss the importance of balance between technical knowledge and customer service delivery.
Written by Rachelle Enns on February 18th, 2019
1st Answer Example
"If I had to choose just one, I would say that technical knowledge is fundamental since I would need to fix the customers' internet problem first and foremost. With that said, there is no reason why I could not do this with a friendly vibe and a smile on my face. I want every customer to feel comfortable around me and satisfied that I quickly and efficiently repaired their internet troubles."
Written by Rachelle Enns on February 18th, 2019
2nd Answer Example
"I must say that both factors are critical to a job well done. My customer service abilities exceed my technical knowledge so when I do not have the right answer for a customer, I will pass their inquiry onto a colleague with more sound knowledge. I want your internet customers to enjoy a well-rounded customer service experience every time."
Written by Rachelle Enns on February 18th, 2019
22. We offer a range of monitoring services. What are they?
How to Answer
The interviewer wants to see that you have researched Comcast and their service offering before attending your interview. Take a look at the business website to check out the variety of services they offer, and then discuss a handful of them. You do not need to go into great detail; however, you should be able to list a few of the additional services offered here.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"I was always aware that Comcast offered monitoring services for home intrusion; however, I was pleasantly surprised to see that you also include fire, flood, and carbon monoxide monitoring."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"As a proud customer of Comcast, I pay for monitoring that includes fire, flood, carbon monoxide, as well as intrusion monitoring. Because of your full scale of service, I feel safe, and that my home is in good hands when I am away."
Written by Rachelle Enns on February 21st, 2019
23. How do you feel about having your inbound calls monitored or recorded?
How to Answer
Nearly all cable providers will have a call-center where their calls are monitored and recorded. If you land a job in this type of environment, you will likely be required to sign an agreement related to disclosure and privacy. Let the interviewer know that you are comfortable with having your calls recorded and that you understand why this practice is in place.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"I believe all businesses should record their incoming and outgoing calls; to help with training new employees, and as a way to protect both Comcast and the customer. Rest assured, you would have my complete consent to record my customer-service calls."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"Although I have not worked in a recorded environment, I fully understand the importance of this step. Should I be offered this job with Comcast, I will sign any disclosure you require related to the recording of customer interactions."
Written by Rachelle Enns on February 21st, 2019
24. In your opinion, what are the most critical steps to troubleshooting a cable-related technical issue?
How to Answer
Most of the time, it's a pretty straightforward task to troubleshoot a cable issue. If you have formal training from a past employer, you can discuss what you learned. Maybe you have troubleshot problems at home with your current cable provider. Or, perhaps you are very tech savvy and naturally know what to do.
Discuss what you believe to be the most critical steps to troubleshooting a cable-related technical issue. This question will also show the interviewer if you are a proactive problem-solver. Do you try to tackle the problem or do you just shrug your shoulders?
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"I have worked for a telecommunications company in the past and received a bit of training on troubleshooting cable-related issues. From what I recall, it's important first to decide the core of the issue. Maybe the power supply needs to be checked, or an optic cable was bumped loose at some point. Then, I would power cycle everything and check to see if other devices are having trouble. If it indeed appears to be a service provider issue, I would call into the appropriate customer service line."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"Although I am new to the cable service industry, I think that the first step to troubleshooting anything is first to find out if the problem is on your end at home or the end of the service provider. To figure that out, I would check all the cables for connectivity, and then power everything down. From there, I would better be able to guess what step to take next; whether that be to call the customer service line, or replace a cable myself."
Written by Rachelle Enns on February 18th, 2019
25. Do you have experience in direct sales?
How to Answer
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
26. Home phone service is a competitive industry. What can we do to stand out from our competitors?
How to Answer
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.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"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."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"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."
Written by Rachelle Enns on February 18th, 2019
27. How would you rate your technical knowledge, when it comes to cable services?
How to Answer
When working for Comcast, it's essential that you understand the ins and outs of cable service. The interviewer is not asking for you to have a full depth of knowledge; they will train you as they see fit. However, they are looking to see if you consider yourself technically savvy. Discuss what you know about the technical side of cable service, and rate your knowledge from 1-10 or from beginner to expert.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"I would rate myself as an 8 out of 10 when it comes to the technicalities of cable. I understand the basics, such as the fact that cable is delivered through fiber-optic cables and radio frequency. We can also transmit television through satellite. I know that there is a lot more to know about the technicalities around cable service; however, I am ready to learn."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"I have always picked up on tech topics quickly. Before coming here today, I conducted a great deal of research on cable and how it works. It's quite remarkable to see the advancements the cable industry has made, and I look forward to learning more. At this time, I would rate my technical knowledge around 6 out of 10. "
Written by Rachelle Enns on February 18th, 2019
28. Where do you believe the future of home phone service is headed?
How to Answer
Some people say that the home phone is dying; however, many stats will show that home phone services are still active in a variety of regions, for a variety of reasons. Positively discuss where you believe the future of home phone service is headed. If you are a smartphone-dependent Millennial, this response may require some research!
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"I believe that home phone service will remain steady for some time since there are still a variety of demographics who do not have smartphones, or prefer not to rely solely on them. Studies show that nearly 43% of American households have a landline phone, even though that number is trending down, it's trending down slowly."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"Research shows that the trend of home phone service is declining slightly, but not nearly as much as one would think. Strong numbers are supporting the fact that home phone services will remain a go-to option for many people including those living in rural areas, those with multiple children in the home, and the elderly."
Written by Rachelle Enns on February 18th, 2019
29. How would you help a Comcast customer with no dial tone on their home phone?
How to Answer
The interviewer is looking for evidence that you have some common sense when it comes to minor troubleshooting. If a customer called in from their cell phone claiming they do not have a dial tone on their home line, what steps would you take to help? Be sure to display your excellent customer service skills in your response.
Written by Rachelle Enns on February 18th, 2019
1st Answer Example
"If a customer had no dial tone, the very first thing I would check is if there were any reported outages in their area. I would then ask them to double check that there are no phones off the hook in the home. Next, I would ask them to make sure all cables were properly connected. Lastly, if the customer had a cordless telephone, I would ask them to change the battery or hang the phone up to get a fresh charge. Generally speaking, these are the primary culprits to the no dial tone issue."
Written by Rachelle Enns on February 18th, 2019
2nd Answer Example
"Although I am not familiar with home phone troubleshooting, I believe the first logical step would be to make sure there were no current outages in the customers' area. After checking for outages, I would ask the customer to make sure their cordless phone had ample battery power, or that their wired phone was plugged in all the way. If these actions did not solve their issue, I would dispatch a technician as soon as possible."
Written by Rachelle Enns on February 21st, 2019
30. Would you violate Comcast company policy to make a customer happy?
How to Answer
Your response to this honesty based question will show the interviewer your level of awareness when it comes to the delicate balance of 'the customer is always right' and what is good for the company.
Chances are, should you be the successful candidate, Comcast will train you and provide you with evident boundaries when it comes to customer retention. Mention that you are eager to learn their customer retention strategies and that you will respect the boundaries given to you, in this role.
Written by Rachelle Enns on February 21st, 2019
1st Answer Example
"I do not believe that violating company policy is necessary since the policy is in place for good reason. If I could not make a customer happy within the parameters given to me, I would escalate the situation to my manager. If there was further flex available, I believe my management team could find a way."
Written by Rachelle Enns on February 21st, 2019
2nd Answer Example
"I do believe that the customer is always right; however, that does not mean that I have the right to override well-established Comcast policy. If I could not make a customer happy with the solutions at my fingertips, I would escalate the call to my team lead."
Written by Rachelle Enns on February 21st, 2019
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
When I signed the contract to join I agreed to respect these policies at all times."
Rachelle's Feedback