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D1 FA Review Flashcards | StudBud
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D1 FA Review
D1 FA Review
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Use this #template to reinforce classroom concepts
Flashcards
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Questions
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Answers
1
How can you influence our company goal of being #1 in customer service?
By listening to, caring for, and connecting with each and every customer
This isn't one of DISH's strategic company goals
By asking customers to rate you highly on the post-call survey
By spending money like it's your own
2
If cust calls to ask abt feat of their Hopper 3 what resource can you refer them to so they can learn more on their own
Sling TV website
mydish.com
Knowledge App
Their bill
3
Which of these statements best demonstrates caring?
kids love this service so I think it would also be great for your grandkids
You said your bill was lower before you moved, is that correct?
Looking at the IVR it seems youre calling in to order a movie is that right
I understand how stressful it is to have this bill, lets see what we can do
4
Cci & says that he cant figure out how to turn the subtitles on his TV Is this a technical issue or an opp for cx educ?
Customer education
Technical issue
5
A cust contacts us bec hurricane destroyed their home and they want to discuss their bill. Which flow should you use
Programming or Content Inquiry flow
Wants Payment Extension But Does Not Qualify flow
Making a Payment flow
Catastrophic Event Flow
6
What article can you reference to find details, features, and adjustments timelines for DISH’s Smart home Service?
Smart Home Services (SHS)
Smart Home Services and Products
Smart Home Devices
What's Hot Products
7
Which of the following strategies is used when building a connection with the customer?
Using the Customer's Name
Using Power Words
All of the answers
Using Words of Appreciation
8
If a cust can no longer be available for the originally scheduled tech visit, what should you recommend the customer do
Mark the appointment as "closed"
Force the cust to rearrange their sched even though it make them very upset
Reschedule the appointment
Cancel the appointment
9
How can you prevent a future call when changing your customer's due date?
Tell them they can change their due date using the MyDISH app
Set expectations on what ur cust expect on upcoming bill include prorates
Put your cust on autopay so they don't call back when next bill is higher
Ask your customer not to call back
10
Cust calls & wants to know where & how can watch Survivor What tool should you use to help to locate more information
Customer App
Flows App
Show Finder App
Knowledge App
11
If a customer changes their due date, what can happen to their next bill?
Bill will high/low depend what day of their bill cycle if they make changes
The bill will always be lower.
The bill will always be higher.
The next bill will be the same price as always.
12
Why is it important to connect with our customers?
So we win J.D. Power again
So they leave us good post-call survey feedback
So they feel like they're more than just a number
This isn't important
13
An Order ID is required to order through an agent or self-service tool for:
On Demand Video
HD VOD
TV
Any sports game
14
Why is it important to read news alerts at the start of your day and periodically throughout the day?
provide direction & awareness for interactions youre more likely to have
They provide Tuned In To You call examples
They provide your performance data for the day
None of the above
15
If a game is blacked out for a customer, it means:
The game is canceled
The game isn't available in the customer’s zip code
The channel is down for all DISH subscribers
Customer must upgrade
16
Where do you go to find information about our products and services?
Knowledge App
Flows App
Customer App
Google
17
cust wants to change the package to include a channel they don't have, how could u check which package is best for them?
Open the Programming or Content Inquiry flow and follow the applicable step
Use Customer App to find the best package for the customer
Use Show Finder app in the App Library & navigate the package that channel
Follow the Customer Wants New Package flow.
18
Which of the following tools in Customer App is best to use after you resolved a customer's issue?
Reco Tool
Pricing Tool
GET Tool
Flows App
19
What app from the App Library would you use to look up the channel number of a particular station?
Payment Research Tool
Channel Directory
Bundle Calculator
Game Finder
20
What key can use in KA to find an article u can ref for in-depth understanding of what a tuner is affects cust view opt
Tuner, Capabilities
Hopper 3
XiP/ZiP, Receiver, Overviews
Receiver, Features
21
A free tuner is required to watch which of the following types of content?
Previously downloaded On Demand content
Content from the On Demand library
A previously recorded live channel
A live channel
22
Jason calls to ask abt saving money on bill while he's away in Aspen, CO for a 3 mos ski trip, what could you offer him?
$5x3 Credit
MyDISH.com
DISH Anywhere
DISH Pause
23
What's the first thing you should always do when explaining a bill?
Ask the customer to pull up their billing statement
Find out what, specifically, the customer is confused about
Ensure the customer understands if they are PIA or Post Pay
Ask the customer to verify the last four numbers of their credit card
24
What's a common reason why a customer may change their due date?
It's cheaper if their due date is at the beginning of the month
Because they're superstitious and some dates are luckier than others
To avoid paying their bill for a month.
To align their due date with payday
25
When should you waive a fee or service for a customer?
When a customer is very nice and easy to work with
When a flow tells you to
When a customer threatens to cancel
You have the discretion to waive fees whenever you'd like
26
Mary's on day 32 of her bill cycle doesn't get paid for another 15 days, should you offer a ptp for her Post Pay acc?
No, ptp can only be made for 9 days which isn't enough to cover for 15 days
No, add ptp now would still result her acc going into soft disc add 7days
No, a payment extension is only available for PIA accounts
ptp would ensure her services are not interrupted for at least 9 days.
27
What is the biggest difference between HD VOD and On Demand Video?
HD VOD is more expensive
On Demand videos are more expensive
On Demand vid play on certain channel whereas HD VOD item can be downloaded
HD VOD offers high definition and On Demand doesn't
28
Which of the following customers would benefit most from you using Smart Connect to assist them?
Cust want to set Parental Control on box but dont understand ur instruction
Anne, who wants to pay her bill
Omar, who is having signal issues on his ViP equipment
Marisol, who is very tech-savvy
29
If a customer calls asking about their missing payment, what's the process you should use to rectify it?
Refund them for their last payment.
Take another payment from the customer.
Assure them that everything will be okay and that even though you can't see
Open Flows App and navigate through the "Payment Concerns" flow.
30
Which of these describes one of our Everyday Principles? (Hint, these are how you work).
Be detail oriented an expr in ur immediate biz area, understand as a whole
Have a positive attitude & the ability to sustain high levels of enthusiasm
Be inquisitive not afraid to challenge assumptions and hungry for knowledge
Have a high level of objective intelligence critical thinking, common sense
31
Cci to ask why his bill was higher After explaining the bill you notice that his half-price Show is going to roll off.
Without discussing it, add another offer so his monthly total won't change
Inform cust that offer will roll off so he not surprised by it & call back
Suggest that Miguel upgrades to a different package
Without discussing it, take Showtime off his account
32
What's is your #1 goal with right-sizing?
Lowering your customer's bill
Finding the right package for your customer
Finding a solution quickly
Ensuring your customer stays in a higher package to save DISH money
33
What kind of content is available on DISH Anywhere?
On Demand content only
Live TV only
Live TV, recordings, and On Demand content
Recorded content only
34
How would you probe to identify what kind of remote a customer has?
By asking the color of the remote.
By asking what color the batteries are.
By asking where the SAT button's located (top or side of the remote).
By asking the sound it makes when you drop it.
35
True or False: When resolving customers issue you should only worry about solving the issue that initiated the contact
TRUE
FALSE
36
How can you connect with a customer calling about a sport you don't know much about?
Don't try; you don't want to sound uneducated
Pretend you're a huge fan as well
Transfer them to a higher agent who has more experience with sports calls
Be open and ask questions
37
Which receiver allows you to watch and record the most shows at a time?
922
722
Hopper 3
Hopper 4
38
What website should you direct customers to on every takedown call?
mydish.com
dishpromise.com
dishtakedowns.com
dishcares.com
39
What is the DISH Mission?
To put a satellite DISH on every roof
To connect people and things
To bring technology to the world
To improve communication around the world
40
Jean was recently laid off & he says he can no longer afford his monthly DISH bill What flow would you use to assist him
Wants Cheaper DISH Service
Customer doesn't understand bill
Unhappy with Price
Right-Sizing
41
Which keywords would you use to locate the best flow to assist customers with upgrading their equipment?
Contract, Update
Change, Receiver, Upgrade
Joey, Dvr
Tech Visit, Inquiry
42
Charlie has a receiver with 2 tuners. What is the maximum number of shows he can watch and record at the same time?
Two
One
Three
Four
43
Which of the following account types qualify for a payment extension?
Post Pay and Pay in Advance
Post Pay
Telco
Pay in Advance
44
Why might a "snowbird" set up or remove DISH pause?
People who like skiing don't like to watch television in the winter.
Birds can't have DISH accounts, so this question is irrelevant.
They wouldn't, because they could just use DISH Anywhere.
They would set up Pause for main home while they are away in their cabin
45
What is the most important thing to be sure of when changing an RV account's address?
It must be a 911 address
Make sure the customer isn't lying to you
It must not be in the desert
Mail must be deliverable to that address
46
What is the biggest difference between credits and waives?
Waives and credits are different names for the same thing.
Credit are items are already bill to the acc waives are for items ur adding
Credits are free, but waives will eventually need to be paid back.
Waive are for items that are already bill to the acc & credit are for items
