D2 - Final Game

D2 - Final Game

21 Qs

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D2 - Final Game

D2 - Final Game

Assessment

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Created by

Ela Dig

Used 2+ times

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21 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

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

Building Rapport

Non-verbal

Verbal

Listening

2.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

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?

3.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

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

4.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

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

5.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

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

6.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

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

7.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

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

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