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WorksheetsSystem Reinforcment
Total questions: 11
Worksheet time: 13mins
To amend an order, what status does the order have to be in?
Pending
Delivery
Submitted
Completion
TRUE OR FALSE: OPUS will automatically prompt you to read the CPNI statement if the customer still has not given a preference.
TRUE
FALSE
Fill in the blank with the correct option: Clarify uses icons, indicators and____ to help you complete your tasks.
Lasers
Buttons
Circles
CTI
What do we use CRM for?
Creating a new Mobility plan
New Directv Orders
Stand Alone Wireless
AT&T Services
Explaining ISM Combined/Unified bills
What is a CPNI indicator?
Consumer Permission Notification Indicator
Childrens Program of Northern Ireland
Customer Proprietary Network Information
Customer Proprietary Information Network
How do you access security question information in CRM?
Interaction Tool-box
Open Window
Addresses
Contact Identifiers
Customer x wants to downgrade his DTV package from premier to ultimate but still wants to get his Showtime and Cinemax channels; how would you help this customer?
Right-size then add the two premium packages
give him a free month with the two packages because you care
ask your manager
give up
Which of the following is NOT a reason to pull up telegence on a normal OPUS working day?
Checking for an updated billing statement
Disconnecting Mobility Services
Gathering IMEI and SIM Information
Changing Mobility Services
Where do you go in Rio to check if your customer registered their account in DIRECTV.com?
Bill Ledger
Bill Actions
Rio Dashboard
Account Summary
SCENARIO: Diana was super upset when she called in to cancel her Wireless plan with AT&T. Thankfully you talked her out of it, so she's going to continue her services with us. You are in telegence and you still need to notate the account with your conversation. How would you do that?
Close out of Telegence and leave notes in CRM.
Leave a memo in Telegence and close out of your other systems.
No notations needed since we saved the customer.
Leave Notations in every system we touched since the beginning of the call.
The customer you’re speaking to had DTV, wireless, and internet with us all on one bill a year ago, but cancelled DTV in March. They then cancelled internet in October but also re-signed up for DTV. Then, they cancelled their wireless in November, and it has now been a year. What systems are we going to use to verify them and pull up their bill ?
CRM
CRM and Clarify
Rio
CRM and Rio
