What can a customer NOT do online on their My TELUS account?

c. Monitor their Internet Usage

When promoting a "Why TELUS" solution, agents should:

c. Focus on the advantages of TELUS to differentiate why we are better than other service providers

a. Criticize the quality or reliability of our competitors

b. Attack or denounce our competitors

When a customer isn't happy with our service, a policy, the outcome of a previous call or a solution that we have offered - agents will attempt to:

a. Create an Early Bridge to a self-serve solution

The second step of the Overcoming Objections Best Practice is:

c. Probe to understand the reason for their concern

a. Answer the customer's questions

b. Acknowledge the objection, using empathy if necessary

d. Confirm with the customer that they accept your solution or explanation

Agents can submit Back Office support requests by going to:

c. Onesource PureFibre FIFA > Teams > Support > Back Office

Fibre Build Support can provide guidance when:

a. There is mixed information from various tools about availability of FIFA PureFibre services at an address

b. We need to report a customer rescinding permission for a drop to be connected

c. We have questions about a MDU that are not clarified by Casa or the master lists

Which method is NOT a way we can check to help determine whether a drop is completed or not?

b. Referring an escalation to the National Escalation Management Team (NEMT)

a. Trying to place an order in CSR Desktop

c. Checking the address details in Casa

What does it mean when an address does not appear in CSR Desktop or Desktop One?

c. The address is brand new and a NOVA needs to be submitted to add it to TELUS systems

b. The customer has given you an incorrect address

d. TELUS does not provide services to the customer's address and they must call Shaw

Which of the following IS NOT a way that you can confirm an address is PureFibre ready?

b. Get the customer to check with their neighborhood to see if they have PureFibre or Copper

a. Search for the address CSR Desktop

c. Check Casa for address indicators to see FSA Ready

What best practice should be followed before creating an account and completing a credit check for a new customer?

a. Check Service Availability at the installation address to see what system will be used to provide service

b. Create a TELUS.com account for the customer

c. Check the outgoing customer's account to make sure their account is up to date

d. Obtain a co-signer for the customer's account so that we can skip the credit check

Your customer is calling in to open a new account. You search Desktop One (DT1) and find a previously closed account which the customer acknowledges was theirs in the past. What is your next step?

b. Use the existing customer profile to open a new BAN and Import to CSR Desktop if needed

a. Create a new customer profile and link it to the old account

c. Transfer the customer to Client Account Management to investigate the existing account

d. Advise the customer to send copies of their ID to TELUS to confirm account ownership

BEFORE completing a credit check on a customer, we must advise the customer of what?

a. Collecting Personal Information Clause

b. What their Billing Account Number is

When adding new services in CSR Desktop, which of the following is NOT an option when customizing a TELUS Internet package?

c. Selecting the WiFi username and password

a. Adding Unlimited Internet Usage

When we are booking a technician for a new install in CSR Desktop, what must be added under additional information/remarks?

a. Contact Name & Best Contact Number

b. Central Office ID (COID) & Billing Account Number (BAN)

c. Mailing Address & Postal Code

d. Customer Date of Birth (DOB) & Driver's License (DL)

A customer is charged installation fees in CSR Desktop for TELUS Internet and Optik TV when:

b. They choose a flexible no-term option (Month-to-Month) for a service agreement

a. They agree to promotional pricing with a 2 year service agreement

c. They select a special gift offer with a 2 year service agreement

Which Best Practice would you use if your customer is asking for one year of free service due to a one week outage of Optik TV service?

a. Check for Satisfaction with Resolution

Which of the following techniques can be used to help move towards a WIN/WIN approach to negotiations?

e. All of these techniques can be used

a. Separate the people from the problem

b. Focus on interests, not positions

Which of the following would NOT be considered a good question to ask a customer?

b. Do you really want to pay your cancellation fee?

a. Could you provide me with more detail so I can better understand the situation?

c. How did you arrive at that particular price?

d. What do you think of this option as a solution?

Which of the following is the best example of a Loyalty Statement?

c. I see that you have had Optik TV with TELUS for a long time - that kind of loyalty is very important to us

a. I can provide you a discount of $10/month

b. I definitely understand you are hesitant to continue with your current service

d. Thank you for choosing TELUS, how can I help you?

Which of the following is the best description of "right-sizing"?

c. Review the customer's packaging and work with them to remove services they no longer use, while building value in their existing services

a. Determine the reason for the customers call using open and closed ended questions

b. Present your offer to the customer & highlight the value

d. Using the save-grid, provide the richest offer available to your customer to ensure their future loyalty

FFH - CLS PureFibre New Hire Quiz 2

Authored by Jonathan Velasquez

Computers, Instructional Technology

Professional Development

Used 3+ times

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Content View

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49 questions

Show all answers

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Who determines the amount of a false alarm fee for SHS?

a. CMS team

b. Police

c. Local municipality

d. TELUS

MULTIPLE CHOICE QUESTION

1 min • 1 pt

True or False: Private Guard service for SHS is offered everywhere

a. True

b. False

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What service agreement lengths are available for SmartHome Security?

a. 36 months

b. 60 months

c. 36 and 60 months

d. 36 and 72 months

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is the SHS Installation Fee charge ($) for a customer with only TELUS Internet?

a. $0

b. $100

c. $250

d. $450

MULTIPLE CHOICE QUESTION

1 min • 1 pt

If a SHS customer with a SA has one of the following TELUS services (Home Phone, Internet, TV), how much of a bundle discount will they receive each month?

a. $5/month

b. $10/month

c. $0 (no bundle discount)

MULTIPLE CHOICE QUESTION

1 min • 1 pt

True or False: We need to set expectations with our customers that SHS Cameras require both a power source and Internet Wi-Fi to operate properly

a. True

b. False

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which SHS device would monitor when entrances and windows of your home are being opened and closed?

a. Glass Break Detector

b. Window and Door sensor

c. 4-Button Keyring Remote

d. Smart Lock

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FFH - CLS PureFibre New Hire Quiz 2

Who determines the amount of a false alarm fee for SHS?

True or False: Private Guard service for SHS is offered everywhere

What service agreement lengths are available for SmartHome Security?

What is the SHS Installation Fee charge ($) for a customer with only TELUS Internet?

If a SHS customer with a SA has one of the following TELUS services (Home Phone, Internet, TV), how much of a bundle discount will they receive each month?

True or False: We need to set expectations with our customers that SHS Cameras require both a power source and Internet Wi-Fi to operate properly

Which SHS device would monitor when entrances and windows of your home are being opened and closed?

What can a customer NOT do online on their My TELUS account?

On their My TELUS account, customers can access up to how many months of past bills?

True or False: Customers can set up Pre-Authorized Payments (PAP) from their bank account (direct debit) on their My TELUS account

Access all questions and much more by creating a free account

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