PF CLS QUIZ 1

This team supports customers with thermostats, doorbells, cameras, movement detectors and alarm monitoring.

• ACES

• SHS

• M&H

• H&M

This team has can handle support requests for both FFH and TELUS Mobility customers.

• ACES

• SHS

• M&H

• H&M

Which is the BEST example of a Warm and Energetic Greeting?

• Thank you for calling TELUS. This is Irene speaking. How are you today?

• Thank you for calling TELUS, this is Irene speaking. How can I help you?

• Thank you for your call today. My name is Irene. How can I help you?

• Welcome to TELUS, how can I assist you today?

Which of the following best promotes Emotional Loyalty?

• Resolving the customer's issue

• Making the customer feel unique and valued

• Providing quick service

• Promoting online self-serve options

Which of the following is an example of Leading with Benefit?

• To ensure that I am looking at the correct account, can I please get your name and address?

• From what I've gathered so far, you want to connect your new computer to your wireless network, is that right?

• Do you mind if I take a few moments to review the notes and recent activity on the account?

• It must be an inconvenience to have to continually call in about your internet not working.

Which of the following is an example of using the Permission to Ask Questions Best Practice?

• Let me get to the bottom of this as quickly as possible; to do so, can I please get some details from you?

• Just to be clear, you are calling to see if you can reduce your bill today. More specifically with your ____ plan. Do I have that right?

• Knowing that you are in a rush and I want to make sure that I use your time the best way, may I suggest you grab a pen and paper to write down the key points?

• I realize that I have given you a lot of information. To ensure that you won't have to call back about this issue, what part needs greater clarification?

What is the first step in the Permission to Ask Questions Best Practice?

• Identify the emotion

• Ask if it would be OK to ask some questions

• Acknowledge the customer's request

• Inform the customer of what we need to do

These are used to communicate new products, process changes, promotions and general reminders to help agents stay on top of changes

• Q&A hot topics

• News (Daily Topics)

• Top Hits

• New Customer Offers

Which online resource provides agents with information on products and services, billing, troubleshooting, provisioning and other related customer inquiries?

• Onesource

• Habitat

• Virtual Campus

• Telus.com

True or False: After entering their address in TELUS.com - customers will see personalized results when looking at Internet plans on the website

• True

• False