New Hire Training Guide

Question 1

When was Charter founded?

Answer 1

1993

Question 2

When did Charter become a publicly traded company on the NASDAQ?

Answer 2

1999

Question 3

Since when has Charter been a Fortune ranked company and what bracket?

Answer 3

Fortune 500 since 2001

Question 4

What is the name of the President/CEO,

Answer 4

Thomas Rutledge

Question 5

Approximately how many customers does Charter have?

Answer 5

Approximately 25 Million

Question 6

How many states does Chater operate in?

Answer 6

41 states

Question 7

Where is Spectrum Headquartered?

Answer 7

Stamford, CT

Question 8

How many employees does Charter have?

Answer 8

Over 100,000

Question 9

How many miles of Coax and Fiber does Spectrum have?

Question 10

Approxiamtely how many businesses does Spectrum serve and in how many states?

Answer 10

Over 350,000 businesses in 41 states.

Question 11

What is the average national cost of network downtime?

Answer 11

$150,000

Question 12

How does the small business administration define small business?

Answer 12

It is defined as a business with fewer than 100 employees.

Question 13

What percentage of businesses have fewer than 19 employees?

Answer 13

90%

Question 14

What are the different types of businesses to which BAE’s cannot sell?

Answer 14

• K-12
• Colleges
• Universities
• E-Rate Customer
• Hotel with more than 9 rooms
• Government accounts
• Corporate Housing
• Senior assisted living facilties (Nursing Homes)

Question 15

What are the top 3 industries from which our customers come?

Answer 15

1. Services
2. Retail
3. Real Estate

Question 16

What does the workday of a Rep usually look like?

Answer 16

Question 17

What are some daily minimum goals for the BAE?

Answer 17

• Daily Minimum Goals It is advised that the BAE target the following numbers as they look ahead to their day:
• 25-30 doors knocked each day
• 2 proposals
• 2 appointments conducted
• 2 new appointments scheduled
• 1 deal per day (close)

Question 18

What are some milestones of BAE for the month?

Answer 18

Milestones

Although the day to day activities of a BAE may fluctuate, all of this work is done with key landing dates in mind. Listed below are a few select dates for the BAE to consider as they are mapping out their month of sales:

• First of the Month. A BAEs month starts on the 22nd when the BAE receives their lead list of 200-275 addresses in their sales territory. Each of these contacts must be reached so the BAE can assign a disposition code and/or activities on the work they have done.
• Within the first 48 Hours. BAE must have checked their lead list for any address anomalies and report issues to their manager. The address check can be done in office (using desktop utilities such as Google Maps) or Outside the Office (drive out during door to door).
• Within the first 2 weeks of the month. By the end of the two weeks, the BAE should have already gone through their lead list, targeting the addresses with the best chance of receiving a quote. This averages out to about 9-10 addresses to target per day.
• 30 Days: the BAE has 30 days to either disposition an address or have an activity assigned to an address.
• 90 Days: the BAE has 90 days to get an active, quoted address installed in order to receive a Lead List credit for the sale.
• The Referral List. This “milestone” does not have any specific time frame around it and is only to be performed after all the leads on the BAE Lead List have been handled according to the above mentioned time fram

Question 19

What are the 4 D’s of Time Management?

Answer 19

Follow the 4 D’s of Time Management:

o Do – Do the tasks now; there is no time is like the present.

o Delete – If task is not worth doing – get rid of it as a task.

o Defer – If task can’t be done now – schedule it for later.

o Delegate – If you can’t do the task at hand in the time needed, assign it to someone else