Final PF CLS Review

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?

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

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

The second step of Overcoming Objections Best Practice is:

Agents can submit Back Office support requests by going to:

When an Order Based Drop (OBD) needs to be completed at an address with a BURIED COMPLEX drop, you will book your order a minimum ___ days out

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

• The address does not exist

• The customer has given you an incorrect address

• The address is brand new and an ASQ ticket needs to be submitted to add it to TELUS systems

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

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

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

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

• Transfer the customer to Client Account Management to investigate the existing account

• 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?

• Collecting Personal Information Clause

• What their Billing Account Number is

• What their credit score is

• Credit Card Policy