How would you rate your technical knowledge, when it comes to cable services?

"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."

When working for Cox Communications, 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.

"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. "

What is the first thing you would do to put a customer at ease if they were upset about their cable service?

"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 Dish Network."

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 Cox Communications, through any customer dispute or complaint.

"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."

In your opinion, what are the most critical steps to troubleshooting a cable-related technical issue?

"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."

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 shrug your shoulders?

"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."

How would you help a Cox customer with no dial tone on their home phone?

"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."

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.

"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."

Would you violate Cox Communications policy to make a customer happy?

"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."

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 best for the company. Chances are, should you be the successful candidate, Cox 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 limits given to you, in this role.

"I do believe that the customer is always right; however, that does not mean that I have the right to override well-established company policy. If I could not make a customer happy with the solutions at my fingertips, I would escalate the call to my team lead."

If a customer called in to report a slow internet connection, how would you help them?

"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."

Slow internet connections may be one of the most common customer service calls you will need to troubleshoot when working for Cox. Talk to the interviewer about the action you would take to help a customer with a slow internet connection.

"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."

What would you do if you were running late for an alarm installation appointment?

"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."

This question is a customer service based inquiry. Although you may not yet know Cox Communications 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.

"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."

How would you explain what a router is, to someone with no knowledge of the internet?

"Whenever I explain a concept to a customer, I pretend that I am talking to my grandmother who truly has no idea what the internet is! If I needed to explain what a router is, I would say that a router is a small box that helps the internet to connect to multiple computers in your home at one time. Routers also allow information exchange from your internet provider to a laptop or wireless computing device."

The interviewer is checking for basic knowledge of how the internet works, and how they deliver it to their customers. Before your interview, be sure to understand the basics of internet-related tech such as routers, modems, and wireless access points. Give a brief description of how you would explain a router to someone with no internet knowledge.

"I do have a knack for making complicated concepts easier to understand. When working in tech, I believe it's important to maintain simplicity for customers who may not hold the same level of knowledge. If I needed to explain what a router was, to someone with no knowledge of the internet, I would tell them it's a small box that takes information and delivers it to your computer."

Where do you believe the future of home phone service is headed?

"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."

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!

"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."

How comfortable are you upselling a customer on their internet package?

"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."

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.

"Businesses need 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."

How has the home monitoring industry changed, with the introduction of AI?

"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."

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.

"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."

Have you ever worked in a call center environment?

"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."

Most telecommunication 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.

"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 here."

How would you explain home monitoring to someone with little technical knowledge?

"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."

Home monitoring can be a pretty simple concept, but when you think about the inner workings of this service, do you genuinely understand how home monitoring operates? The interviewer wants to see that you could explain their service concept to a Cox Communications customer who may have very little technical knowledge. Walk the interviewer through what you know, showing that you have done your research.

"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."

Home phone service is a competitive industry. What can Cox Communications do to stand out from our competitors?

"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 to stand out from competitors and gain some new business."

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, Shaw, Telus, 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 Cox Communications could do to remain competitive.

"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."

If you could give a Cox Communications customer one piece of advice to keep their online personal information secure, what would it be?

"The best piece of advice that I can give is to create unique, secure passwords which contain no personal information such as your dog's first name or the city where you live. Password aggregate apps are a great resource, where they generate a random password for you and then store them securely. If you want to create your own password, I suggest making up fake names or using a number, letter, and symbol sequence that have no attachment to you, personally."

Internet users are becoming more aware every day when it comes to protecting their personal information online. There are endless news stories that scare us into changing our passwords daily, and numerous information hacks reported on a global scale. Cox interviewers will likely ask questions about security and how people can best protect themselves from exposing their personal information. Tell the interviewer your most helpful piece of advice when it comes to remaining secure, online.

"One of the easiest ways for sensitive information to be released to a hacker is by pretending to be a bank, the government, or other official agency that is well-trusted and known to ask for highly personal information such as bank account or social security numbers. These requests often occur online through websites that mimic the company's real website, or through phishing emails. My most helpful piece of advice is never to give out personal information by email, over the internet, or on the phone unless you've initiated the contact."

What do you believe are the biggest privacy risks an internet user faces today?

"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."

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.

"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."

Do you have experience in direct sales?

"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."

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 the direct sales model at Cox Communications.

"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 your direct sales models, to see if this type of approach would be a good fit for me and the skills that I bring."

Cox Communications sells more than just intrusion monitoring. How would you up-sell a customer to include another one of our services?

"I have no concerns with upselling, especially when it's for a product or service in which I believe. If I were to look at upselling opportunities with Cox, I would seek out ways to complete a customers' monitoring experience. I would ask them questions about their lifestyle, how often they travel, and who lives in their home, to first get a better idea of the suggestions that would be helpful to them."

The interviewer would like to know a bit about your upselling capabilities. Show that you are comfortable with upselling and that you understand which Cox Communications products will best complement their clients' existing services. In the home security business, upselling clients to additional services is an essential portion of their profits. Speak about your level of comfortability when it comes to upselling customers on extra monitoring options.

"I would upsell by asking the customer if they were aware of the other products that we offered. I would tie in the offering with how it would benefit them and their situation. For instance, if your customer relationship management software had notes saying this customer had mobility issues, I would know to offer them a wearable fob for emergency calling through their alarm monitoring system."

Give me one suggestion for Cox Communications to grow our customer base in this region.

"My suggestion to grow your customer base would be to launch a competitive new customer offering such as a free HDTV or a price reduction on an internet price if bundled with a cable plan. Many people, especially in a down economy, are feeling the stretch when it comes to cash flow. By offering a deal on an electronic such as a television, wireless speaker, or even a tablet, you are answering that problem in exchange for a small monthly commitment from them."

The way you respond to this question will show the interviewer how much research you have conducted on Cox Communications, before your interview. Think of one way you feel they could grow their customer base. If they have a healthy competitor, be sure to check out what the competition is doing differently. By conducting this market research, you will show the interviewer that you are eager to land this role and are engaged in the interview process.

"Streaming services are becoming increasingly popular, so why not jump on the bandwagon? I have heard of other cable service companies offering apps for iPhone and Android users where they can log in to their cable account and stream from anywhere. I believe this would be a particularly attractive offering to sports enthusiasts who want to catch the game while on-the-go."

What do you feel is the biggest advantage cable has over online streaming services?

"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."

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?

"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."

In your opinion, what is the most significant advancement in cyber intelligence this year?

"I continue to keep a thumb on the beat of what's happening with cloud technology. The advancements have been impressive, and the way that we use the cloud has completely transformed since its initial inception. Cloud technology has transformed systems security with huge companies, and even the government, embracing its use. Things such as virtual firewalls are changing our ability to detect intrusion, preventing cyber attacks. Thanks to the cloud, even small businesses can afford and have highly effective data security solutions."

There are many emerging trends and advancements in cyber intelligence, and the interviewer would like to see your genuine interest in these topics. Go to your interview prepared to discuss relevant issues surrounding the internet and its offering. Keep your response to the point by mentioning one advancement that has struck you as particularly important.

"I have found myself very impressed as I read more about how artificial intelligence is being leveraged to increase cybersecurity for everyday internet users. The act of using AI and machine learning to assist with data security and protection is fascinating."

What is IoT and how is it changing our daily lives?

"I understand the Internet of Things to be the network that connects everything that we do. From our automated home systems to our smart vehicles, our cell phone devices, and other electronics, we are all connected by the internet. IoT changes our lives by taking care of nearly every task we do in a day. IoT is responsible for cleaning our house, ordering our Amazon packages, and locking our doors when we leave for work. It's fascinating to me how far the internet has come, and I look forward to witnessing how much further it will take us."

There has been a lot of talk about IoT, the Internet of Things, and how it is changing our everyday lives. It's remarkable to look at how the internet has evolved from a way of searching for new information to now running even our most mundane daily tasks. Show the interviewer that you have a keen interest in where the internet and the internet industry is taking us.

"IoT refers to the Internet of Things. Simply put, its the internet network that connects everything that we do. I believe IoT is responsible for changing nearly all that we do from getting ready in the morning, to cooking our meals and getting to work. We have only scratched the surface of IoT capability, and I consider myself lucky to work with an internet provider, giving me a front row seat to all the changes that are to come!"

What is your favorite TV show on cable, right now?

"I have seen a lot of great shows come out in the past year or so. Currently, I am still addicted to Game of Thrones, as well as Westworld. I like to watch premium shows that have complex and deep storylines. With that said, I am always open to suggestions; should you have them!"

The interviewer would like to get to know you on a personal level while also seeing if you are in-the-know when it comes to the hottest TV shows available in Cox cable packages. If you do not watch TV, try to avoid saying this in a negative tone. Mention a related activity you do instead. Perhaps you have a blog where you critique movies, or maybe you prefer to watch classic films that are made available by Cox Communications.

"I prefer spending my time watching movies from the '80s, '90s and early 2000s. I have a pretty popular blog focused on writing reviews for cult classic films from those eras, across multiple genres. I am an avid movie buff and can offer your cable clients endless suggestions of movies they can find on your channels."

How would you approach selling home phone services in the age of smartphones?

"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."

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.

"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 home phone services."

What do you feel are the most significant differences when it comes to selling a service versus a physical product?

"When selling a product, often the consumer gets to physically see and touch the product, making it easier to sell based on physical features. When it comes to selling a service, you have to sell based on emotion, or on what problem the service will solve for the customer. At Cox Communications, I would focus more on how the service would benefit their everyday life."

The hiring authority would like to see your depth of knowledge when it comes to the sales of services and products. If you do not have sales experience, do some research on what you believe to be the most significant difference when it comes to selling services vs. physical products.

"Pricing a service can be harder to do, than pricing a product; however, this can also mean a bit more wiggle room when it comes to closing the sale of a service. Another difference is that with a service, you lean on selling a feeling or an emotion more often than with a physical product."

As a Cox Communications employee, how would you react if a customer threatened to cancel their internet service with us?

"If a customer were to threaten to cancel their internet service, 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 Cox is that you offer very flexible plans so I do not doubt that there would be a great solution for nearly every customer who needed to tweak their current internet package."

If you have ever worked for an internet service provider, you know that customers cancel, or threaten to withdraw their services, every day. The reasoning behind this could be budgetary, or they saw a better deal from a competitor. Maybe they are dissatisfied with the customer service and need some extra TLC. 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.

"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."

How do you feel about having your inbound calls monitored or recorded?

"I believe all businesses should record their incoming and outgoing calls; to help with training new employees, and as a way to protect both the business and the customer. Rest assured, you would have my full consent to record my customer-service calls."

Nearly all cable providers will have a call-center where their calls are monitored and recorded. If you work 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.

"Although I have not worked in a recorded environment, I fully understand the importance of this step. Should I be offered this job, I will sign any disclosure you require related to the recording of customer interactions."

When it comes to helping our customers, is it more important to have technical knowledge or excellent customer service skills?

"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."

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 if 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.

"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."

Have you ever used Cox Communications as your cable or internet provider? If so, what has been your experience?

"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 or internet 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!"

The interviewer would like to know your personal experience with Cox Communications. If you have used them as your cable or internet 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 or internet service at all, mention why you would choose Cox Communications, if you were to start using these services.

"I currently use your company 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."

If we asked you to approach three Cox Communications customers today, about a home phone line, where would you begin?

"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."

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 Cox customers about signing up for a home phone line.

"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 customers who recently canceled their service, to see how we could gain back their business."

Cox Communications Interview Questions

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1. How would you rate your technical knowledge, when it comes to cable services?
2. What is the first thing you would do to put a customer at ease if they were upset about their cable service?
3. In your opinion, what are the most critical steps to troubleshooting a cable-related technical issue?
4. How would you help a Cox customer with no dial tone on their home phone?
5. Would you violate Cox Communications policy to make a customer happy?
6. If a customer called in to report a slow internet connection, how would you help them?
7. What would you do if you were running late for an alarm installation appointment?
8. How would you explain what a router is, to someone with no knowledge of the internet?
9. Where do you believe the future of home phone service is headed?
10. How comfortable are you upselling a customer on their internet package?
11. How has the home monitoring industry changed, with the introduction of AI?
12. Have you ever worked in a call center environment?
13. How would you explain home monitoring to someone with little technical knowledge?
14. Home phone service is a competitive industry. What can Cox Communications do to stand out from our competitors?
15. If you could give a Cox Communications customer one piece of advice to keep their online personal information secure, what would it be?
16. What do you believe are the biggest privacy risks an internet user faces today?
17. Do you have experience in direct sales?
18. Cox Communications sells more than just intrusion monitoring. How would you up-sell a customer to include another one of our services?
19. Give me one suggestion for Cox Communications to grow our customer base in this region.
20. What do you feel is the biggest advantage cable has over online streaming services?
21. In your opinion, what is the most significant advancement in cyber intelligence this year?
22. What is IoT and how is it changing our daily lives?
23. What is your favorite TV show on cable, right now?
24. How would you approach selling home phone services in the age of smartphones?
25. What do you feel are the most significant differences when it comes to selling a service versus a physical product?
26. As a Cox Communications employee, how would you react if a customer threatened to cancel their internet service with us?
27. How do you feel about having your inbound calls monitored or recorded?
28. When it comes to helping our customers, is it more important to have technical knowledge or excellent customer service skills?
29. Have you ever used Cox Communications as your cable or internet provider? If so, what has been your experience?
30. If we asked you to approach three Cox Communications customers today, about a home phone line, where would you begin?

Cox Communications Interview Questions

1. How would you rate your technical knowledge, when it comes to cable services?

2. What is the first thing you would do to put a customer at ease if they were upset about their cable service?

3. In your opinion, what are the most critical steps to troubleshooting a cable-related technical issue?

4. How would you help a Cox customer with no dial tone on their home phone?

5. Would you violate Cox Communications policy to make a customer happy?

6. If a customer called in to report a slow internet connection, how would you help them?

7. What would you do if you were running late for an alarm installation appointment?

8. How would you explain what a router is, to someone with no knowledge of the internet?

9. Where do you believe the future of home phone service is headed?

10. How comfortable are you upselling a customer on their internet package?

11. How has the home monitoring industry changed, with the introduction of AI?

12. Have you ever worked in a call center environment?

13. How would you explain home monitoring to someone with little technical knowledge?

14. Home phone service is a competitive industry. What can Cox Communications do to stand out from our competitors?

15. If you could give a Cox Communications customer one piece of advice to keep their online personal information secure, what would it be?

16. What do you believe are the biggest privacy risks an internet user faces today?

17. Do you have experience in direct sales?

18. Cox Communications sells more than just intrusion monitoring. How would you up-sell a customer to include another one of our services?

19. Give me one suggestion for Cox Communications to grow our customer base in this region.

20. What do you feel is the biggest advantage cable has over online streaming services?

21. In your opinion, what is the most significant advancement in cyber intelligence this year?

22. What is IoT and how is it changing our daily lives?

23. What is your favorite TV show on cable, right now?

24. How would you approach selling home phone services in the age of smartphones?

25. What do you feel are the most significant differences when it comes to selling a service versus a physical product?

26. As a Cox Communications employee, how would you react if a customer threatened to cancel their internet service with us?

27. How do you feel about having your inbound calls monitored or recorded?

28. When it comes to helping our customers, is it more important to have technical knowledge or excellent customer service skills?

29. Have you ever used Cox Communications as your cable or internet provider? If so, what has been your experience?

30. If we asked you to approach three Cox Communications customers today, about a home phone line, where would you begin?