How long does a customer have to cancel their Premium Sports package?

b. Any point before the season starts

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

a. TELUS Internet 1 & TELUS Internet 6

What is a pending clearance path?

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

Which of the following is not a key component of professional and friendly dialogue?

a.Asking your customer if the dialogue has been professional

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

What functionality is available with Remote Recording?

View scheduled or completed recordings

studbud

Foundations Exam 1 Part 1

126 termsStudBud Administration56 plays

Exam #1

Flashcards126 cardsFPractice quizPHost liveL

Questions 126

Answers

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

Foundations Exam 1 Part 1 Flashcards | StudBud