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

c. Submit a Nova qualification request

The iWS is a software that:

a. Routes voicemails, emails, tasks and calls

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

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

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

a.Asking your customer if the dialogue has been professional

What components are combined to create a Home Phone package?

a. Local Line, Calling Features, Long Distance

What is a pending clearance path?

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

What functionality is available with Remote Recording?

View scheduled or completed recordings

What does Descriptive Video do for customers?

narration for key visual elements for visually impaired cx

studbud

Foundations Exam 1 Part 1

126 termsStudBud Administration56 plays

Exam #1

Flashcards126 cardsFPractice quizPHost liveL

Questions 126

Answers

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

Foundations Exam 1 Part 1 Flashcards | StudBud