Main Test

Question 1

A customer called in to add internet to their plan. What type of appointment is this?

Accepted Answer

Trouble Call

Question 2

What information does a customer need to know to prepare for a technician install?

Accepted Answer

How long will the appointment will take

Question 3

Which of the below is NOT an example of a video format?

Accepted Answer

OLED

Question 4

What types of appointments do Comcast offer?

Accepted Answer

Installation, Change of Service, SRO, Trouble Call

Question 5

True/False: Latino Triple Plays are available in all Comcast markets.

Accepted Answer

False

Question 6

The dispatch team assigns the appropriate technician to the work order created in the system

Accepted Answer

True

Question 7

A hard disconnect date is the date service is suspended when payment is not received

Accepted Answer

False

Question 8

Which customer information can not be found in the billing system? Select all that apply

Accepted Answer

Credit Card Number

Question 9

Which is not a benefit of XFINITY Bundles? Select all that apply.

Accepted Answer

Billing is easy

Question 10

ensure that customer understands features and options when they aren’t expert on the product

Accepted Answer

Use jargon

Question 11

What apps are available on the X1 boxes? Select all that apply

Accepted Answer

Hulu

Question 12

True/False: Billing cycles are based on the customers’ installation date.

Accepted Answer

True

Question 13

Which options isnt available for customer to receive XFINITY equipment? Select all that apply.

Accepted Answer

Purchase online

Question 14

key factors that will influence a customer would approach a conversation with cable provider?

Accepted Answer

Education Level

Question 15

How many types of XFINITY bundles are there in NED?

Accepted Answer

2

Question 16

What are the payment options available with Comcast? Select all that apply

Accepted Answer

Xfinity Mobile App

Question 17

True/False: There are 31 days in a typical billing cycle.

Accepted Answer

False

Question 18

Which of these terms pertain to billing and statements? Select all that apply

Accepted Answer

Reconnection Date

Question 19

cutoff date is the date billing activity is closed and printed for the most current statement

Accepted Answer

True

Question 20

How does asking the right questions help with troubleshooting?

Accepted Answer

It helps you eliminate the problem.

Question 21

Customer Approval reduces order error, ensuring that customers will receive what they requested

Accepted Answer

True

Question 22

Angry customer on the line. What do they not want or need from agent besides a solution?

Accepted Answer

To be transferred

Questions 22