D2 - Final Game

Using your Flows App is an example of which communication skill?

• Building Rapport

• Non-verbal

• Verbal

• Listening

Which Jump Start question could help you identify that an issue a customer is having is related to the customer's DVR functionality?

• Is this happening on all your TVs?

• What were you trying to do when the issue occurred?

• What channel were you watching when this happened?

• Is this happening on the Hopper or Joey?

If the TV is currently on channel 3 to receive programming, what kind of cable is between the TV and the receiver?

• Coax

• HDMI

• RCA

• RCA Component

What should you ask for to identify a specific signal issue?

• The three-digit error code

• The channels it happens on

• What the TV screen looks like

• The full message text

Where can you access information about previous troubleshooting sessions in Customer App?

• Recommendation Tool Skittle

• Technical tab in Customer App

• Account Info - Previous Troubleshooting

• Equipment - Flows App History

How can you verify what type of remote a customer has?

• Ask them for the receiver the remote goes with

• Ask them if it has voice commands or not

• Ask them what color the remote is

• Ask them what the number is on the back

What can be used to identify a customer’s technical issue quickly and accurately?

• Ask your Jump Start Questions

• Ask about their weather

• Ask them for the flow name

• Ask if a customer is experiencing specific issues based on prompts from Flows

Where should you troubleshoot a blue screen for a Joey?

• On the TV connected to the Hopper

• On any TV connected to a Hopper in the home

• On any TV connected to a Joey in the home

• At the TV connected to the Joey with the blue screen

When should you change the modulator setup for TV2 on a 722 receiver?

• When instructed by Flows

• Whenever the customer has a blurry picture on TV2

• When the customer changes the TV connected as TV2

• When the customer needs to mirror that TV

What does performing a check switch test do?

• Raises the signal strength

• Corrects all signal issues

• Creates the correct matrix for the receiver’s current connections

• Brings signal back to the receiver during extreme weather events