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Final Quiz - EXPIRED NEEDS UPDATE Flashcards | StudBud
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Final Quiz - EXPIRED NEEDS UPDATE
Final Quiz - EXPIRED NEEDS UPDATE
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StudBud Administration
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Flashcards
73 cards
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Practice quiz
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Questions
73
Answers
1
What is our equipment replacement plan called?
DirecTV Protection Plan
DirecTV Equipment Upgrade
DirecTV Upgrade Plan
DirecTV Replacement Plan
2
When should you have the RIO Dashboard open?
When a customer wants to know their past due
Beginning of every single call
Whenever a customer needs to know when their contract is over
Never, it isn't for CLG departments
3
If the disconnect date is not today, can you change that date?
No
Yes
Sometimes
4
Where do refunds typically process through?
Through a prepaid Visa
To the payment method on file
Through a prepaid Mastercard
Mailing a check
5
What is the process to credit an account?
Billing Actions > Issue Credit
Requesting help from a supervisor
Billing > Adjustments
Through the credit tool in MyCSP
6
What happens when we process a move order?
Customer grabs equipment and takes it with them
Customer returns old equipment and gets new equipment
Services at old address are disconnected
Technician sets up services at new house
7
What is the cost of the DirecTV Protection Plan?
$8.99
$25.98
$5.99
$20.99
8
What is the cheapest base package we offer?
Premier
Family
Entertainment
Xtra
9
What is a "shopper"?
Someone looking to get discounted programming
Someone looking for free equpiment upgrades
Someone looking to cancel
Someone looking to lower their costs
10
How much do receivers cost per month?
$15
$7.00
$10
Receivers are free
11
How does a customer avoid the cost of a truck roll?
DirecTV Protection Plan
By not paying it
By speaking to a supervisor
By cancelling DirecTV before it charges them
12
What is the cheapest base package we offer on All-Included pricing?
Entertainment
Ultimate
Choice
Select
13
What is AHT?
Average Hit Type
Average Hold Time
Average Hype Type
Average Handle Time
14
Does a suspension extend recurring or promotional credits?
No
Yes
15
When does a level 2 disconnect take place?
30 days of nonpayment
120 days of nonpayment
60 days of nonpayment
90 days of nonpayment
16
How do charges appear on the billing ledger?
All answers.
Negative -45.12
Parentheses (45.12)
Positives 45.12
17
Does DirecTV offer a grace period?
No
Yes
18
What is an escalated call?
Someone looking to lower their costs
Someone screaming and swearing at you
Someone asking for someone higher to speak to
Someone looking to get help from the back office
19
What are the three parts to The Promise?
No answers.
Perfection, Efficiency, Resolution
Great Service, Great Speed, Great Products
Personal, Effortless, Inspiring
20
What is MyCSP used for?
All answer.
Seeing appropriate call handling processes
Staying up to date on product news
Looking up scripts and articles about the job
21
What is a level 2 disconnect?
No answers.
Minimum Services
Suspension of services
Full disconnect
22
What is a Move Order used for?
To move a dish from one side to another
To move receivers from one room to another
To move a customer from one address to another
To move a TV from one room to another
23
What is the name for the KPI that reflects the surveys customers fill out about you?
VOC
Save Rate
Survey Score
Disconnect Rate
24
What does having "All-Included" base package pricing mean?
All sports are included
Equipment price is included
All premiums are included
All answers.
25
How do credits appear on the billing ledger?
All answers.
Negative -45.12
Positives 45.12
Parentheses (45.12)
26
What tool provides information on competitors?
Fantasy Zone
Entertainment Tool
Competitive Information Center Tool
Channel Lineup Tool
27
How are refunds processed?
Escalations in RIO
We do not process refunds
Refund Tool in MyCSP
Customer mails the request to corporate office
28
What is the total cost of the DirecTV Protection Plan Premier with Accidental Damage Handling?
$8.99
$5.99
$25.98
$20.99
29
What is the cost of the Directv Protection Plan Premier?
$25.98
$20.99
$5.99
$8.99
30
What is "whole home" DVR?
Allows you to watch DVR recordings outside of the home.
Allows you to set DVR recordings from your cellphone or tablet.
All answers.
Lets you enjoy DVR recordings on any TV in the house
31
What reasons would we process a credit on a customer's account?
When someone overpays their bill and needs the money back
Whenever you feel is appropriate
ATT Error
When a customer is very upset and money will calm them down
32
If the disconnect date is today, does that mean we are prorating the disconnect?
Yes
No
33
What is AIM?
Average Information Metric
Acknowledge, Inform, Maintain
No answers.
Acknowledge, Inform, Move On
34
Is there a limit to how much you are allowed to credit?
Yes
No
35
Does a suspension pause a contract?
Yes
No
36
What does combined billing do?
Combines your bill with other DirecTV accounts
Combines your bill with ATT services
Combines your bill with bundles partners
No answers.
37
If a customer disconnects with 4 months left, what is the early cancellation fee?
$40
$60
$20
$80
38
What products do our bundles partners provide?
Home Phone
Cable Television
Internet
Cell Phone
39
Which sports package allows customers to view out of market basketball games?
MLB Extra Innings
NFL Sunday Ticket
NHL Center Ice
NBA League Pass
40
When do we try to de-escalate upset callers?
Sometimes
Always
Never
41
What are reasons a customer might want to disconnect?
Poor customer experience
Price
Moving
New offer with competitor
42
How much does a Move Order cost?
$199
$99
$0
$299
43
Which sports package does DirecTV has exclusive rights to? No other TV company can have this.
NFL Sunday Ticket
MLB Extra Innings
NBA League Pass
NHL Center Ice
44
What is the process to disconnect a receiver?
Customer sends receiver back to us and the warehouse team processes it
There is no way to disconnect a receiver
Receivers > Click receiver > deactivate
By contacting technical support
45
How much does a truck roll cost?
$99
$49.95
$100
$95
46
What are OSDs?
Over Sized Donuts
Overage Statements Due
On Screen Displays
Error Codes
47
Do we usually pro-rate our disconnects?
No
Yes
48
How do we prevent Failure To Remove IO violations?
Ensuring a Cease Order is pending on the account
You cannot check this
Checking to ensure the customer understands the process
Ensuring an account is in PDIS status
49
What is the name of the KPI that determines how many customers you have saved?
Disconnect Rate
AHT
VOC
Save Rate
50
What is AER?
Always Eat Ramen
Acknowledge, Empathize, Reassure
All Enjoy Recreation
Acknowledge, Eavesdrop, Replay
51
What is the billing ledger used for?
Viewing credits on a customer's account
Viewing refunds on a customer's account
No answers.
Viewing charges on a customer's account
52
How long do refunds typically take?
Immediately
5 to 10 days
3 to 5 days
Depends on where it is processing through
53
What is the Mover's Deal?
Something that allows customers to upgrade their equipment
Something that discounts the cost of premium services
A way to get customers out of contracts when they move
Something that makes a move free
54
What does PPV stand for?
Paperless Video
Proprietary Pasta Videos
Pay Per View
Paper View
55
What is OSD 771?
Service Not Authorized
Searching for Satellite Signal
Access Card Error
iPPV Disabled
56
What is the name for our main piece of equipment?
Genie Lite
Aladdin
Genie
Jafar
57
What can cause OSD 771?
Snow
Not paying your bill
Storms
Clouds
58
Which sports package allows customers to view out of market hockey games?
NHL Center Ice
NBA League Pass
NFL Sunday Ticket
MLB Extra Innings
59
In RIO, what status means a disconnect is scheduled?
PDIS
ACTV
PNDS
PSUS
60
Which premium channel is owned by ATT?
Cinemax
Showtime
HBO
Starz
61
What is an FBB?
Favored By Babies
Feature, Benefit, Bridge
Feature, Bridge, Benefit
Favorite Basic Broadcaster
62
What does Credit Flagging an account do?
Prevents us from taking credit card payments
All answers.
Prevents us from adding new credits to an account
Prevents us from giving the customer free premium channels
63
What does the NFL Sunday Ticket Max Add-On give customers access to?
Red Zone
Fantasy Zone
Playoffs
Superbowl
64
Which sports package allows customers to view out of market baseball games?
NBA League Pass
NFL Sunday Ticket
MLB Extra Innings
NHL Center Ice
65
What is a level 1 disconnect?
Minimum Services
Full disconnect
Suspension of services
No answers.
66
What is the name of the tool that gives information on our seasonal sports packages?
Channel Lineup Tool
Entertainment Tool
MyCSP
Sports Sale Tool
67
What other ways besides Billing Ledger can you view a customer's bill?
Bill Ledger is the only way to view a bill
View bill button in RIO
By driving to a customer's house and checking their mail
By accessing a customer's online account on their behalf
68
When does a level 1 disconnect take place?
60 days of nonpayment
90 days of nonpayment
30 days of nonpayment
120 days of nonpayment
69
What is a truck roll?
Sending a supervisor to someone's house
Hitting a ramp and doing a sick barrel roll midair
Sending a tech to fix someone's DirecTV services
When a truck hits a squirrel and rolls like a Jeep with a rollcage
70
What payment methods do we accept?
Check by Phone
Paypal
Cash through the mail
Credit and Debit Cards
71
What changes occur when we schedule a disconnect of a customer's DirecTV account?
Their services shut off on the date specified
They are sent an email detailing what to return to us
We pro-rate their bill to the date they disconnect
Their account status changes to Pending Disconnect, preventing changes
72
What is a voluntary suspension?
Cancelling an account temporarily, then reconnecting under a new contract
Cancelling an account due to nonpayment
Pausing DirecTV services and billing
Extending a contract
73
What is RIO used for?
Sending out technicians to RC1 customers
Modifying a customer's legacy DirecTV account options
Changing a customer's ATT product configuration
Changing a customer's cell phone plan
