30 Spectrum Interview Questions & Answers
1. Have you ever used Spectrum 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 Spectrum. If you have used Spectrum 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 Spectrum for your internet service, mention why you would choose them, from an outsiders' perspective.
1st Answer Example
"I currently use Spectrum 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."
2nd Answer Example
"I do not have internet through your company 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."
2. 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 Spectrum, through any customer dispute or complaint.
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 Cox Communications."
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."
3. Would you violate Spectrum 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 best for the company.
Chances are, should you be the successful candidate, Spectrum 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.
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."
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 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."
4. 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 the direct sales model at Spectrum.
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."
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 your direct sales models, to see if this type of approach would be a good fit for me and the skills that I bring."
5. Give me one suggestion for Spectrum to grow our customer base in this region.
How to Answer
The way you respond to this question will show the interviewer how much research you have conducted on Spectrum, 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.
1st Answer Example
"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."
2nd Answer Example
"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."
6. 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 Spectrum. Talk to the interviewer about the action you would take to help a customer with a slow internet connection.
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."
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."
7. Home phone service is a competitive industry. What can Spectrum 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, 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 Spectrum could do to remain competitive.
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 to stand out from competitors and gain some new business."
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."
8. If you could give a Spectrum customer one piece of advice to keep their online personal information secure, what would it be?
How to Answer
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.
Spectrum 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.
1st Answer Example
"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 has no attachment to you, personally."
2nd Answer Example
"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."
9. If we asked you to approach three Spectrum 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 Spectrum customers about signing up for a home phone line.
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."
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 customers who recently canceled their service, to see how we could gain back their business."
10. How would you help a 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.
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."
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."
11. Have you ever worked in a call center environment?
How to Answer
Most telecom 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.
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."
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 here."
12. How would you sell mobile phone services to someone fully committed to their landline?
How to Answer
There are over 60 million landline users in the USA, meaning - landlines are not dead! The interviewer would like to know how you would handle a sales opportunity with someone fully committed to their landline. What would be the benefits of having mobile cell service through Spectrum?
1st Answer Example
"There are indeed people who are committed to a landline, even today. I will use families who are on a tight budget and cannot afford a cell phone for each of their kids, as an example. The selling points of mobile phone service include convenience for every busy parent. I would let parents know that they could track their child's' whereabouts through their cell phone while remaining on one of the affordable family plans offered by Spectrum."
2nd Answer Example
"Elderly folks are often the type to remain committed to their landline, which I think is still an excellent option for emergency services, for instance. I would sell mobile phone services to someone in this demographic by expressing the importance of having a telephone next to you if you have mobility issues. Mobile phones are also essential if you are taking road trips and need roadside assistance due to mechanical or health issues. Also, the convenience of texting your grandkids and even facetime with the family who may live further away."
13. 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.
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."
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 home phone services."
14. 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 shrug your shoulders?
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."
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."
15. How do you feel about having your inbound calls monitored or recorded?
How to Answer
Nearly all telecom service 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.
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 the business and the customer. Rest assured, you would have my full consent to record my customer-service calls."
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, I will sign any disclosure you require related to the recording of customer interactions."
16. Does Spectrum have any affiliate companies or sister networks?
How to Answer
The interviewer would like to see that you have conducted some research on Spectrum before your interview and that you have a full scope of how their organization works. Before your interview, check out the corporate website and sources such as Wikipedia, to ensure you have a great idea of where their company operates, and under which names or brands.
1st Answer Example
"I know that Spectrum or Charter Spectrum is a trade name of Charter Communications. From what I understand, Spectrum has another arm called Spectrum Latino. This part of your business focuses on packages and plans that are competitive in the Latino market. I appreciate that you represent a diverse group of customers, even offering your website in multiple languages."
2nd Answer Example
"I have researched Spectrum a great deal and found some of your acquisitions very interesting. I see that Spectrum is a trade name of Charter Communications, focused on marketing consumer cable television, internet, telephone, and wireless services. I look forward to joining a business that multiplies and operates so efficiently."
17. As a Spectrum employee, how would you react if a customer threatened to cancel their internet service with us?
How to Answer
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.
1st Answer Example
"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 Spectrum 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."
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."
18. 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?
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."
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."
19. 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 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.
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."
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."
20. 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 overcome, 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.
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."
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 regular part of my role; however, I was seen as a tech expert in that blue uniform, so I would go with it!"
21. Do you believe that the mobile services of Spectrum are competitively priced?
How to Answer
The interviewer would like to know if you have researched Spectrum 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 Spectrum may have at the moment.
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 a free iPhone X to new customers, which is an amazing incentive."
2nd Answer Example
"The mobile services industry is highly competitive, which means that Spectrum must remain creative when it comes to the services, packages, and pricing offered. I am a current customer of Spectrum 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."
22. How would you handle a Spectrum customer who went way over their monthly mobile data, and didn't want to pay the charges?
How to Answer
Data overages can happen quickly, and oh, are they expensive! The interviewer would like to know how you would handle a customer who was upset about their bill, refusing to pay it, or asking for a discount. Of course, Spectrum will have guidelines in place for situations like this; however, the interviewer would like to know what your instinct is when it comes to delivering exceptional customer service.
1st Answer Example
"I understand that a lot of people are on budgets, and it's difficult when unexpected financial surprises come up. If a customer did not want to pay their bill in full, I would calmly work with them on a do-able payment plan, according to the guidelines allowed by Spectrum."
2nd Answer Example
"The first step that I would take is to ask the customer to make even a small payment. If Spectrum allows, I would inform management of the situation and ask if we could offer some grace to the customer, especially if they are a long-term customer. Mistakes do happen, so I would be empathetic but also make sure that Spectrum received what it needed. Lastly, I would put the customer on a data protection plan so that this incident did not happen again."
23. Who is your current mobile phone provider, and why?
How to Answer
The interviewer would like to know why you chose to sign on with the mobile phone provider that you did. If you are already with Spectrum, that's excellent news, and it will make your response simple. If you are with a competitor, discuss why you went with them. You can be honest, but be sure to give helpful feedback rather than a complaint.
1st Answer Example
"My current mobile phone service is with your competitor, AT&T. To be truthful, I had a mobile account with Spectrum for a couple of years. When it came time to renew, Spectrum did not have any enticing offers going so I joined the other company for a pretty good deal. My contract is nearly over and, should I be a successful candidate, would certainly switch back to Spectrum."
2nd Answer Example
"I have used Spectrum as my mobile service provider for the past three years. I am not in a contract; however, I choose to remain a customer because the service is exceptional, and your wireless coverage is vast."
24. What do you feel are the most significant differences when it comes to selling a service versus a physical product?
How to Answer
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.
1st Answer Example
"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 Spectrum, I would focus more on how the service would benefit their everyday life."
2nd Answer Example
"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."
25. How would you rate your technical knowledge, when it comes to cable services?
How to Answer
When working for Spectrum, 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.
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 comes 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."
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. "
26. How would you explain what a router is, to someone with no knowledge of the internet?
How to Answer
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.
1st Answer Example
"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."
2nd Answer Example
"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."
27. 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!
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."
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."
28. Name for me one objection you might receive from a Spectrum 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.
1st Answer Example
"One objection that I often hear while working at Sprint 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."
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 Spectrum 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."
29. How would you help a Spectrum customer complaining of multiple dropped calls?
How to Answer
Dropped cell phone calls may be one of the most common customer service calls you will need to troubleshoot when working for Spectrum. Talk to the interviewer about the action you would take to help a customer with a bad connection.
1st Answer Example
"From my experience, dropped calls are pretty simple to fix. The first thing I would recommend is for the user to check their smartphone for updates. Next, I would have the customer close all of their applications and reboot their device. While they were doing that, I would check the system for any reported outages."
2nd Answer Example
"Although I do not yet have training in mobile service troubleshooting, I would advise doing what I do at home! I would recommend a reboot, switching to 3G for a moment, or trying wifi calling. I would also suggest they check for updates if the customer were operating an iPhone. These actions generally fix any connectivity issues. Otherwise, I would transfer them to the technical department."
30. How comfortable are you up-selling a customer on their cable package?
How to Answer
Cable companies know all about the upsell! As a cable customer, you may have noticed how different channels come together in packages, usually requiring a package upgrade of some sort. There are sports package upgrades, movie bundles, and DIY show packages, speaking to the hobbies and interests of nearly any customer demographic. Discuss your level of comfortability when it comes to upselling Spectrum customers on additional channels and other service options.
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."
2nd Answer Example
"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 interests. For instance, I would not want to push an upgraded sports package to a cable customer who already told me their young children enjoy particular cartoons. Instead, I would offer to upgrade their package to include the premium kids' channels."