New Hire Quiz 2021

What tool/system do we use to chat or message with our customers?

• Console

• Live Person

• Siebel

• Yammer

Which are the in-market Telstra Prepaid plans?

• Telstra Pre-Paid Mobile Broadband Plan

• Telstra Pre-Paid Mobile Casual Plan

• Telstra Pre-Paid Max

• Telstra Pre-Paid Long Life

• Telstra Pre-Paid Mobile Plan

Name the world’s largest ocean

• Indian

• Pacific

• Atlantic

• Artic

You chatted to Maria who is interested in getting a new Samsung S21 on an Upfront plan. You explained to her the inclusions of the Small Upfront plan and how auto-pay works. She'll talk to her husband before ordering a new phone.

Since Maria is not a Telstra customer it's okay not to create a Console case.

• True

• False

Telstra 5G reaches more than 41% of the Australian population and will expand to reach 75% of the Australian population by the end of June 2021.

• True

• False

Select three 5G handsets

• Samsung Galaxy S21

• Google Pixel 5

• Apple iPhone SE

• Samsung Galaxy Z Fip

• Apple iPhone 12 Pro Max

To enjoy 5G, customers must:

• Have a 5G enabled device like iPhone 12

• Be in a 5G location

• To be on a 5G plan

• All of the above

AutoPay is the only eligible payment method.

• True

• False

Use Decision Tree.

Sutton has a landline with Telstra and she contacted us to sign up to Small plan with a handset but she does not have any bank account or credit card.

What is your next step?

• Tell Sutton she's cannot be Telstra customer since Telstra only accepts bank or credit card.

• Process the order in Siebel and leave notes on the Console Case.

• Tell Sutton to visit a Telstra store where she can get the plan with device.

Use the Decision Tree

Adena has Starter Internet plan and she wants to get a Small plan with 40GB and use her old iPhone 8. Upon checking the NBA messages on the account, you found she using Centrelink.

What's your next step?

• Process the order in Console

• Tell Adena she can get prepaid instead of the Small plan

• Process the order in Siebel and put the exemption notes on the Consoel Case