FFH Final Quiz

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

• Manage Optik TV Channels

• Cancel their services

• Monitor their Internet Usage

• View & pay their bills

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

• 6 months

• 12 months

• 18 months

• 24 months

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

• True

• False

Which of the following transactions are NOT part of the Self-Serve Only Policy?

• One time payments

• Changing the account PIN

• Changing the channels in a TV package

• Switching from e.Bill to a paper bill

The second step of Overcoming Objections Best Practice is:

• Answer the customer's questions

• Acknowledge the objection, using empathy if necessary

• Probe to understand the reason for their concern

• Confirm with the customer that they accept your solution or explanation

Which of the following topics should you NOT use when positioning the benefits of TELUS Internet to a customer?

• TELUS internet brings a connection direct to your home so you don't experience slower speeds during peak times in your neighborhood.

• TELUS PureFibre offers symmetrical upload & download speeds for a more consistent streaming and gaming experience.

• TELUS Internet has the best prices when compared to any of our competetiors

• TELUS Boost Wi-Fi offers fast, reliable whole-home Wi-Fi – eliminating slow spots and dead zones to power all your connected devices

Which of the following resources can you use to support your sales conversations with existing customers?

• Customer's previous bills

• Onesource: Why TELUS?

• Onesource: Competetive Corner

• All of the above100

Which of the following statements BEST represent our approach to sales?

• TELUS can showcase our best products when we talk negatively about our competitors

• . Offer every customer the most expensive plan/package that they qualify for, regardless of needs

• Ask questions to understand the customer's needs before recommending the right product or service solution

• Sales is the top priority on every call - even if the customer has an unrelated, unresolved issue that needs to be fixed

Agents can submit Back Office support requests by going to:

• go/BOSR

• go/backofficesupport

• nesource PureFibre FIFA > Teams > Support > Back Office

• Casa

Fibre Build Support can provide guidance when:

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

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

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

• All of the above