Who determines if a game is blacked out?

b. Sports League (NHL, CFL, NFL, etc)

What is a pending clearance path?

b. path for which a Provide or Cease order has been issued

What is Rate for a customer who has telephone and requests two new jacks be installed in BC?

d $75.00 for the first jack plus $75 fo each additional jack

Why is it important to promote self serve to our customers?

flexibility to manage their account on their own schedule

When is a Rack Work install type used?

a. When work is required in the Central Office

What functionality is available with Remote Recording?

View scheduled or completed recordings

Which Desktop One tool do you use to see if a customer is eligible for High Speed?

a. Check Service Availability Tool

the Check Service Availability tool is unable to determine High Speed what should you do?

c. Submit a Nova qualification request

What components are combined to create a Home Phone package?

a. Local Line, Calling Features, Long Distance

studbud

Foundations Exam 1 Part 1

126 termsStudBud Administration56 plays

Exam #1

Flashcards126 cardsFPractice quizPHost liveL

Questions 126

Answers

1
As a best practice, diary notes should be added at the Billing Account level.
a. True
b. False
2
What package must all customers subscribe to with Optik TV?
b. Theme packs
c. Individual channels
a. Essentials or Lite
3
Which type of address is: 20407 Range Road 52, Water Valley
c. Lot Block Plan
a. Rural Civic Address
b. Legal Land Description
4
How much does call waiting cost a la carte for a customer in Pouce Coupe BC?
d. $6.00
b. $3.00
c. $9.00
a. $5.00
5
What is the name of the TSTV French language premium movie pack?
b. Film Central
c. Super Canal
a. Super Ecran
6
Who determines if a game is blacked out?
b. Sports League (NHL, CFL, NFL, etc)
a. TELUS
7
This is the type of call whereby the party receiving the long-distance call is billed.
c. Sent Paid
a. Collect
b. Third-Party billed
8
TSTV programming often contain both SD and HD versions of the channels
b. False
a. True
9
cx who subscribes to Smart Ring can receive a free directory listing for their Smart Ring
a. True
b. False
10
A service agreement is not a price guarantee.
a. True
b. False
11
What is a pending clearance path?
c. A clearance path that has never been used
b. path for which a Provide or Cease order has been issued
a. A clearance path currently in use by Shaw
12
What is the usage limit for a customer with Internet 50?
c. 250 GB/Month
a. 75 GB/Month
b. 100 GB/Month
d. 450 GB/Month
13
What is Rate for a customer who has telephone and requests two new jacks be installed in BC?
b. $55.00 plus $25 for each additional jack
d $75.00 for the first jack plus $75 fo each additional jack
a. $25.00 for 15 minutes plus materials
c. $45.00
14
Why is it important to promote self serve to our customers?
frees up more time for agents to read Onesource&eLearnings.
advertising revenue when customers visit our website.
less chance for mistake when human interaction isn't require
flexibility to manage their account on their own schedule
15
How many jacks are included in the standard Satellite TV installation?
a. None
c. Two
d. Three
b. One
16
customer wanting to connect new service where can you check to see if their area is Forborne?
c. OneSource
b. TELUS Phone book
a. Google Maps
17
When is a Rack Work install type used?
c. When the customer requests a jack installed
a. When work is required in the Central Office
b. When work is required in the demarcation point
18
Optik TV is delivered through a TELUS High Speed Internet connection.
a. True
b. False
19
Which type of address is: 53101 Range Road 14, Stony Plan
b. Legal Land Description
c. Lot Block Plan
a. Rural Civic Address
20
What is the activation code for Call Forward Variable?
b. *72/72#
a. *69
d. *92
c. *73/73#
21
How much does it cost to call a Spain landline per minute on the Pay Per Minute LD?
c. 0.06
d. 0.08
b. 0.05
a. 0.02
22
All of the Movie Packs include the US Superstations.
b. False
a. True
23
What is the equipment discount a customer receives for having a MTM term with Optik TV?
b. $10
a. $0
c. $15
24
A customer can ask to see the comments on their account at any time
b. False
a. True
25
Which are feature(s) of the Optik TV Interactive Programming Guide (IPG)?
b. Favourites List
a. Parental Control
c. Picture in Picture
e. All of the above
26
cancellation fee is $15 per month for the remaining months left on their service agreement
a. True
b. False
27
What functionality is available with Remote Recording?
View scheduled or completed recordings
Access VOD or PPV
28
Is this a Forborne or Non Forborne location: 22 Dundas Place, St Albert AB
b. Forborne
a. Non Forborne
29
What is the upload speed for a customer with TELUS Internet 15 on Copper?
d. Up to 2.0 Mbps
b. Up to 512 Kbps
c. Up to 1.0 Mbps
a. Up to 128 Kbps
30
The install type typically used to provision calling features:
b. Rack work
a. Software
c. Field work
31
TELUS will not install Satellite TV service in an apartment building style condo.
b. False
a. True
32
used to communicate new products, process changes, promotions reminders
d. Favourites
a. Daily Topics
c. Transfer Matrix
b. Procedures
33
What is the maximum number of set top boxes a customer can use with TELUS Optik TV?
c. 6
a. 2
34
Which Desktop One tool do you use to see if a customer is eligible for High Speed?
b. Loop Qualification Tool
a. Check Service Availability Tool
c. Nova
d. Service Access Qualification Tool
35
What is the recording time capability for a Cisco 430 PVR Mediaroom set top box?
c. 198 hours HD 490 hours SD
a. 100 hours HD 200 hours SD
b. 95 hours HD 190 hours SD
36
How many e-mail accounts can a customer have if they subscribe to TELUS Internet 6?
a. 1
c. 10
d. 15
b. 5
37
What do you like to watch on TV? is an example of an
a. Open ended question.
b. Closed question
38
allows us to combine two lines to provide a higher speed
a. ADSL2+
c. VDSL2
b. Actiontec Modem
d. Loop Bonding
39
An MPIA offer is only available to the first occupant and is non-transferable.
FALSE
TRUE
40
the Check Service Availability tool is unable to determine High Speed what should you do?
a. Complete your HS order as usual
c. Submit a Nova qualification request
b. Send out a technician to perform a manual qualification
41
Can a customer self install TELUS Satellite service?
a. Yes
b. No
42
The Outcome tool is a:
d. None of the above
c. Agent Management System
a. Customer Management System
b. Case Management System
43
channel will you advise your sight impaired customers to locate their Audio EPG
a. Channel 50
c. Channel 70
teletrece
44
All Satellite customers are required to pay the Digital Service Fee.
b. False
a. True
45
Providing choices that may meet the customer needs is part of which Best Practice?
c. Overcoming Objections Technique
b. Great Recapping Technique
a. Seal the Deal Technique
46
listing type gives the options to customers who have a 2nd line option to be unlisted for free
a. Additional Listing
b. Extra Listing
e. Additional Unlisted
c. Dual Listing
47
What questions would you ask as part of the soft qualification for TELUS Satellite service?
b. Are there any objects blocking the exposure?
d. All of the above
a. Do you have SE Exposure?
do you have permission from the owner to install a dish
48
What should you advise a customer of when selling a Premium Sports package?
d. All of the above
b. Blackout rules still apply
c. Some packages have an auto renewal option
a. Cancellation policy
49
telus offers satellite tv in the areas where optik tv is not available
a. True
b. False
50
What components are combined to create a Home Phone package?
c. Internet, Local Line, Long Distance
b. Calling Features, Internet
a. Local Line, Calling Features, Long Distance
51
For help with using Calling Features, we encourage customers to go to:
a. google.ca
b. wikipedia.ca
d. OneSource
c. telus.com
52
what is the first French station in Canada entirely devoted to travel, tourism and adventure?
c. Canal Evasion
a. ARTV
b. Planete+
53
When is a Field Work install type used?
c. new line
a. To correct a billing issue on the customers account.
b. When adding call display to a customers account.
54
What is TELUS Satellites PPV service called?
a. VOD!
c. PPV!
b. VU!
55
CRTC regulates Local service and Calling Features for "Non-Forborne" communities.
b. False
a. True
56
Which of the following sports is NOT offered in our Premium Sports Packages for Optik TV?
a. NHL Hockey
c. MLB Baseball
b. CFL Football
d. NBA Basketball
57
What methods does a customer have to order PPV on TELUS Satellite TV?
a. IVR and IPG/receiver
b. Online
58
How much is Vivid?
a. $5.00
b. $10.00
c. $15.00
59
These internet plans are NOT available to customers who subscribe to TELUS Optik TV:
b. TELUS Internet 15 and TELUS Internet 25
a. TELUS Internet 1 & TELUS Internet 6
c. TELUS Internet 50 & TELUS Internet 150
60
Which method of ordering PPV events will be billed overnight via smart chip/smart card?
b. IPG/receiver
a. IVR
61
When is a Software install type used?
c. To send a technician to the customers home to complete
a. To credit your customer for a Long Distance call
b. To add a Long Distance Plan
62
This is the cost of installing new TELUS High Speed:
b. $100.00
c. $98.00
a. $ 80.00
d. Free
63
This is the Voicemail Access Number in Peace River AB
a. 403-699-6609
c. 780-624-2118
b. 250-555-1212
d. 800-555-4141
64
cx subscribing to any of our High Speed plans will always get the maximum download speed.
b. False
a. True
65
This feature can be used to block up to 12 numbers from calling your phone line:
c. Call Screen
a. Anonymous Caller ID
b. Call Waiting
66
How long does a customer have after ordering, to cancel a Premium Sports package?
b. Until the season starts
a. They can cancel anytime
c. They cannot cancel
67
What is the purchase price for a Cisco 430 PVR Mediaroom set top box?
a. $150
d. $450
b. $250
c. $350
68
Satellite On Demand has a restriction that customers should be made aware of. What is it?
b. Is only available on PVR receivers
c. Can only be ordered by calling in
d. There are no restrictions
a. Can only be watched once, then the movie is gone
69
what worldview channel offers programming in Farsi?
d. SBTN
b. Iran TV Network
c. RTVi
a. Abu Dhabi
70
What is the PVR receiver called for Satellite customers?
b. Echostar 9400T
a. Echostar 6400T
71
Temporary comments remain in Desktop One for a period of:
b. 90 days
d. 7 years
a. 30 days
c. 1 year
72
True or False: You can transfer a non-working wireless telephone number.
FALSE
TRUE
73
Customer who has Asia LD, how much does he pay for calling USA?
a. 0.02
d. 0.06
b. 0.04
c. 0.05
74
Can a customer record VOD or PPV events?
d. Only PPV
Nel
c. Only VOD
Simon
75
The iWS is a software that:
a. Routes voicemails, emails, tasks and calls
d. Routes calls only
c. Configures your work schedule
b. Qualifies a customer for phone line service
76
How much per month would a customer in Okotoks AB (403) 938 pay for a local line?
a. $22.42
c. $27.06
d. $27.23
b. $29.21
77
This is the cost for smart ring for a customer who is NOT in a bundle or Home Phone package
b. $3.00
c. $9.00
a. $6.00
d. $7.00
78
What is the LRT charge for a 6400T HD receiver?
b. $265.00
a. $199.00
c. $499.00
79
What is the price for the TMN & HBO Premium Movie Pack?
c. $15.00
a. $5.00
b. $20.00
80
The rates, charges and conditions in a FORBORNE (unregulated) area are determined by?
b. Shaw
a. CRTC
c. TELUS
81
What does Descriptive Video do for customers?
narration for key visual elements for visually impaired cx
a. Provides louder sound for hard of hearing customers
b. Provides subtitles for people who are hard of hearing
82
An example of Make an Early Connection with a customer would sound like:
d. What can I do for you today?
c. How can I assist you today?
a. How can I help you today?
b. How are you doing today?
83
NEW Voice Mail customers should always be advised of which piece of information:
c. telus.com
a. Temporary Password
b. Usage Instructions
d. All of the above
84
How much per month would a customer in Kelowna BC (250) 469 pay for a local line?
b. $29.29
d. $22.42
c. $23.49
a. $30.32
85
asked the name of the person you are speaking with. What is next piece of information you ask ?
c. TELUS Account ID
b. Home Address
a. Home Phone Number
d. Credit Card Number
86
What is the price for Time Shift with Basic or Popular packages?
a. $5.00
b. $10.00
c. $15.00
87
What is the maximum number of receivers a customer can have with TELUS Satellite service?
c. 6
a. 2
b. 4
88
in order for a customer to have Optik tv they must have at least internet 15
b. False
a. True
89
the best way to ensure your customer doesn't need to call us back once their call is completed?
c.Mail out brochures relating to services they have ordered.
b. Direct them to telus.com
a.Ask them to please refrain from calling us in the future.
d. Provide accurate information direct them to telus.com
90
The minimum package a customer can have with Satellite TV is:
c. Ulitimate
b. Popular
a. Lite
91
only 24-hour source of entertaining information about the exotic, natural world we live in.
b. Space
d. Discovery
c. National Geographic
a. Nature
92
What area is TSTV available in?
a. Bella Bella BC
b. Assumption AB
c. High Level AB
93
Customer can subscribe to unlimited 3 way calling for a monthly subscription charge of $3.95
a. True
b. False
94
Which of the following is not a key component of professional and friendly dialogue?
d. Use of please and thank you when appropriate.
c. Representing the TELUS Brand as future friendly.
a.Asking your customer if the dialogue has been professional
b. Professional conversation.
95
A telephone number that begins with 250-763 is in which community?
b. Kamloops BC
a. Vernon BC
d. Kelowna, BC
c. Burnaby BC
96
customers with a working ADSL connection request tech support should be referred to?
d. www.shaw.ca
c. www.google.ca
b. www.mytelus.com/phonebook
a. www.telus.com/chat
97
What is the monthly cost for the 300 Minutes in US and Canada Long Distance plan?
d. $5.00
b. $6.00
a. $4.95
c. $10.95
98
This high speed plan features download speeds that vary from 1.5 Mbps to 6.0 Mbps:
d. TELUS internet 6
a. TELUS Internet 15
c. TELUS internet 50
b. TELUS Internet 25
99
What is the activation code for Cancel Call Waiting?
c. *70/70#
a. *50
d. *74
b. *69
100
How much does a customer pay monthly for Call Screen not in a bundle or Home Phone package?
c. $6.00
d. $9.00
a. $5.00
b. $3.00
101
Is this a Forborne or Non Forborne location: 21 Jasper Park Landing, Jasper AB
a. Non Forborne
b. Forborne
102
What is the home directory for 108 Mile House BC?
d. Kelowna BC
b. Prince George, BC
c. Central Fraser Valley BC
a. Williams Lake BC
103
A customer can only use the Satellite receivers at the address on the account?
b. False
a. True
104
How long does a customer have to cancel their Premium Sports package?
b. Any point before the season starts
c. Half way through the season
a. There is no time limit
105
What issue would you not transfer a customer to Assure?
d. Signal loss
c. Billing Issues
b. Receiver Issues
a. Picture Quality Issue
106
A telephone number that begins with 780-865 is in which community?
c. Leduc AB
b. Red Deer AB
a. Hinton AB
d. Fort McMurray AB
107
the Discovery Technique Best Practice, open ended questions uncover a customer's motivation.
b. False
a. True
108
What is the cost for Local or Long Distance Directory Assistance?
c. $3.50
a. $2.50
b. $1.50
109
What are the four phases of the CEB?
c. Open, Discover, Solve, Impress
a. Engage, Understand, Solve, Impress
b. Greet, Understand, Fix, Impress
d. Connect, Engage, Understand, Solve
110
Which type of address is: & 1 8 4935MC, Fox Creek
c. Lot Block Plan
b. Legal Land Description
a. Rural Civic Address
111
What is the cost of Family channel as an individual channel on Optik TV?
a. $2.00
c. $4.00
d. $5.00
b. $3.00
112
Befor you process an order in Omni, where can you confirm if a customer's number can be ported
c. Desktop One
a. Check Service Availability
b. CPMS
113
To verify who their LD carrier is, a customer can dial what number?
a. 1-800-646-0000
b. 1-700-555-4141
c.1-250-555-1212
d. 1-888-838-2828
114
name the Optik TV theme pack that includes The Comedy Network channel.
a. Good Times
c. Popular Choices
b. Entertainment Extra
115
This is an example of why the Pay per minute plan maybe auto-added to a customer's account.
c. Customer wants to cancel their Home Phone service
b. Customer is removing their LD plan
a. New Install where a LD is declined & CX is Pic'd to TELUS
d. A and B
116
customer who has 3HD/1SD profile watch 2 live shows and 2 pre-recorded shows at once?
a. Yes
b. No
117
What would the Recommended Install type be for a customer moving into a brand new house?
a. Software
b. Rack work
c. Field work
118
How much per month would a customer in St Albert AB (780) 458 pay for a local line?
c. $22.42
d. $23.49
b. $30.27
a. $29.29
119
Why is it important to document the account after every call?
d. All of the above
a.ability for others to understand the interaction.
b. So there is an accurate history of each interaction
c. Everobody better understands the cx journey with TELUS.
120
refund applied if customer is not satisfied with the service before 30 days.
b. Free Call Display Service
d. TELUS Free for 30 days promotion
c. Campaign Promotions
a. Satisfaction Guarantee
121
What is the cost for a theme pack outside of the Optik TV Combo pricing?
d. $7.00
c. $8.00
b. $6.00
a. $5.00
122
involves restating what you thought you heard and asking the customer if you heard correctly.
a. Empathy
c. Paraphrasing
b. Active Listening
123
Which type of address is: NW 10 57 1 W5, Onoway
c. Lot Block Plan
b. Legal Land Description
a. Rural Civic Address
124
name the Optik 2.0 theme pack that includes the Cottage Life channel.
b. Living
c. Learning
a. Lifestyle
125
Is this a Forborne or Non Forborne location: 28 S 3rd Ave, Williams Lake BC
a. Non Forborne
b. Forborne
126
Which Worldview channel has Greek content?
a. Fairchild TV
d. Teletino
c. Odyssey Television Network
b. German Combo

Foundations Exam 1 Part 1 Flashcards | StudBud