the best way to ensure your customer doesn't need to call us back once their call is completed?

d. Provide accurate information direct them to telus.com

These internet plans are NOT available to customers who subscribe to TELUS Optik TV:

a. TELUS Internet 1 & TELUS Internet 6

What components are combined to create a Home Phone package?

a. Local Line, Calling Features, Long Distance

Who determines if a game is blacked out?

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

What functionality is available with Remote Recording?

View scheduled or completed recordings

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

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

c. Submit a Nova qualification request

When is a Rack Work install type used?

a. When work is required in the Central Office

studbud

Foundations Exam 1 Part 1

126 termsStudBud Administration56 plays

Exam #1

Flashcards126 cardsFPractice quizPHost liveL

Questions 126

Answers

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

Foundations Exam 1 Part 1 Flashcards | StudBud