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Total questions: 66
Worksheet time: 17hrs 30mins
An example of Make an Early Connection with a customer would sound like:
a. How can I help you today?
b. How are you doing today?
c. How can I assist you today?
d. What can I do for you today?
When using the Discovery Technique Best Practice, open ended questions uncover a customers ________.
a. Facts
b. Motivation
c. Opinions
Which of the following is not a key component of professional and friendly dialogue?
a. Asking your customer if the dialogue has been professional and friendly.
b. Professional conversation.
c. Representing the TELUS Brand as future friendly.
d. Use of please and thank you when appropriate.
Why is it important to document the account after every call?
a. Account documentation provides the ability for others to understand the interaction.
b. So there is an accurate history of each interaction
c. Every agent regardless of the department will be able to better understand the customer journey with TELUS.
d. All of the above
Why is it important to promote self serve to our customers?
a. It frees up more time for agents to read Onesource and take eLearnings.
b. It generates more advertising revenue when customers visit our website.
c. It provides the customer with the flexibility to manage their account on their own schedule.
c. It provides the customer with the flexibility to manage their account on their own schedule.
What are the four phases of the CEB?
a. Engage, Understand, Solve, Impress
b. Greet, Understand, Fix, Impress
c. Open, Discover, Solve, Impress
d. Connect, Engage, Understand, Solve
Providing choices that may meet the customer needs is part of which Best Practice?
a. Seal the Deal Technique
b. Great Recapping Technique
c. Overcoming Objections Technique
Which of the following best promotes Emotional Loyalty?
a. Resolving the customers issue
b. Making the customer feel unique and valued
c. Providing quick service
d. Promoting online self-serve options
Which of the following is an example of Leading with Benefit?
a. To ensure that I am looking at the correct account, can I please get your name and address?
b. From what I've gathered so far, you want to connect your new computer to your wireless network, is that right?
c. Do you mind if I take a few moments to review the notes and recent activity on the account?
d. It must be an inconvenience to have to continually call in about your internet not working.
The General Terms of Service are available to the public and are located in the front of the white pages telephone directory as well as the public library. Where else should you direct your customer to locate the General Terms of Service?
a. Any TELUS Authorized Dealer
b. Onesource
c. www.generaltermsofservice.com
d. www.telus.com
A customer can ask to see the comments on their account at any time
a. True
b. False
As a best practice, diary notes should be added at the Billing Account level.
a. True
b. False
Temporary comments remain in Desktop One for a period of:
a. 30 days
b. 90 days
c. 1 year
d. 7 years
You have brought up the account and asked the name of the person you are speaking with. What is the next piece of information you should ask for?
a. Home Phone Number
b. Home Address
c. TELUS Account ID (PIN)
d. Credit Card Number
What tool provides you quick links to the most frequently used PureFibre tools?
a. Whiteboard
b. OneSource
c. Go/FIFAWorkflows
d. CEIM
Which of the following tools can be used to identify if a customer is FIFA?
a. Desktop One
b. Drop Report
c. OneSource Community Pages
d. All of the above
Which of the following best describes an ONT?
a. A device used in ETTS MDUs to transition the fibre connection to Ethernet
b. A device used in GPON residences to transition the fibre connection to Ethernet
c. The start of the physical path for a fibre circuit, housed in the Central Office
d. A device in the neighborhood used to connect multiple fibre customers (similar to a SAC)
Which of the following fibre equipment splits the main fibre feeder cable into distribution cables?
a. Optical Line Termination (OLT)
b. Fibre Distribution Hub (FDH)
c. Network Access Point (NAP)
d. Optical Network Termination (ONT)
What does RFS stand for?
a. Ready For Sale
b. Reason For Service
c. Reason For Sale
d. Ready for Single Line
Which communities are now eligible for Order Based Drop?
a. All communities, except Drayton Valley
b. All communities
c. Only tier 1 communities
d. Only tier 2 and 3 communities
What tool can you use to contact the Fibre Build Support Team?
a. ETS
b. go/BOSR
c. NOVA
d. Remedy
Does 11104 106 ST, FORT ST JOHN, BC Pass in CSR?
a. Yes
b. No
What needs to be obtained from the strata or building manager in order for TELUS to install fibre to all units in an MDU?
a. Drop Permission
b. Payment for installation
c. Right of Entry
d. Signed agreement from all tenants
When an MDU building is giving permission to have the building changed to fibre, who needs to fill out the form on telus.com/stratafibre?
a. Strata or the building owners/managers
b. Each tenant in the building
c. Any tenant in the building
d. The city
These are the 4 most popular calling features:
a. Call Display, Call Waiting, Call Forward, Call Screen
b. Call Display, Long Distance, Local Service, Internet
c. Display Block, Do Not Disturb, Voicemail, Toll Restriction
d. Smart Ring, Internet Call Director, Advanced Call Forwarding, Call Screen
Why is it important to ensure a customer's account clearly indicates that a LD plan was declined and that a discussion took place about LD rates?
a. So that other agents know to not offer the customer a long distance plan
b. Because we need to offer the customer credits for the LD Network access charge
c. To avoid a situation where the customer would ask for calls to be rerated, stating that Long Distance was not discussed with them.
This is the Voicemail Access Number in Vernon BC
a. 403-699-6609
b. 250-555-1212
c. 250-503-3001
d. 800-555-4141
For help with using Calling Features, we encourage customers to go to:
a. google.ca
b. wikipedia.ca
c. telus.com
d. OneSource
NEW Voice Mail customers should always be advised of which piece of information:
a. Temporary Password
b. Usage Instructions
c. telus.com
d. All of the above
What is the installation fee for a new HS only customer going on a Month to Month term?
a. $100.00
b. $150.00
c. $200.00
d. Free
What are the stipulations in order for a customer to receive Internet for Good?
a. Customer must be over 65, and have limited income
b. Unique PIN code sent from BC government
c. Unique PIN code sent from TELUS
d. Customer must subscribe to HS 50 or higher
What package must all customers subscribe to with Optik TV?
a. Essentials or Lite
b. Theme packs
c. Individual channels
Using the TV Channel Look Up Tool, what channel has the following description: "believes in the power of science, exploration and storytelling. Its award-winning series tell stories of humankind from an up-close perspective."
a. Nature
b. Space
c. National Geographic
d. Discovery
All of the Movie Packs include the US Superstations.
a. True
b. False
Can a customer record VOD or PPV events?
a. No
b. Yes
c. Only VOD
d. Only PPV
Which are feature(s) of the Optik TV Interactive Programming Guide (IPG)?
a. Parental Control
b. Favourites List
d. Keyword Search
e. All of the above
What is the cost for a theme pack outside of the Optik TV Combo pricing?
a. $5.00
b. $6.00
c. $8.00
d. $7.00
How many Optik TV channels are digital?
a. Only the HD channels
b. Only the HD and SD channels
c. Only the music channels
d. All Optik TV channels are digital
TRUE or FALSE: A customer can record VOD events.
a. TRUE
b. FALSE
Which of the following statements about "Own on Optik" is NOT true?
a. "Own on Optik" allows customers to purchase Movies on Demand instead of renting them
b. Customers can only watch their "Own on Optik" titles on the PVR
c. Customers must keep their account active to retain access to their purchased "Own on Optik" titles
d. "Own on Optik" titles may be available to buy weeks before they are available to "rent"
Which PIN allows users to buy VOD and PPV events through the IPG?
a. Purchase PIN
b. Parental Control PIN
c. TELUS account ID
d. Any of the above
Which of the following is NOT a feature of the Optik TV Restart function
a. Start a show from the beginning when it is already in progress
b. Scroll back up to 30 hours
c. Pause, rewind and skip back the restarted show
d. Available on all channels on Optik TV
TRUE or FALSE: A customer may watch up to four recorded programs simultaneously as long as one of those recordings is being watched on the PVR.
True
False
Which of the following statements about stream management is NOT correct?
a. To free up a stream, the customer can cancel a recording of a live program
b. Two STBs tuned into the same live TV channel share one incoming stream
c. Two STBs watching the same TV on Demand program share one incoming stream
d. Not all DSL customers qualify for the same the number of incoming HD & SD streams
TRUE or FALSE: Using a combination of incoming and outgoing streams, customers on Optik TV may watch content on all the STBs at the residence.
True
False
Account level transactions are done by clicking the debit button in the:
a. Billing tab
b. Transactions tab
c. Treatment tab
An agent can refund a payment made via one-time credit card.
a. TRUE
b. FALSE
A customer paid their wireline account by mistake and the funds should have gone to their Mobility account. You should issue:
a. A refund payment
b. A transfer payment
c. A refund account credit
d. A transfer funds
An agent can resume a product or products when:
a. A payment of the full overdue amount is made
b. A payment of the full overdue amount is reported
c. A payment of the full overdue amount is showing as paid in full
d. All of the above
Your customer calls in and requests payment arrangements. After ensuring that no existing payment arrangement already exists, what other factor(s) must be showing to determine if you can proceed in making payment arrangements.
a. Account is in treatment
b. A suspension or disconnection notice has been sent
c. Account is not partially or fully suspended
d. All of the above
A Purchased Account indicates that:
a. The account still belongs to TELUS, however we have a collection agency collecting the debts on our behalf
b. The customer broke their payment arrangements.
c. The account has been sold to the agency, meaning TELUS has no ownership of that account
d. The customer paid off their overdue amount.
When viewing the Referral Details, a purchased account will have a ___ in front of the name of the Agency.
a. RR
b. RA
c. PA
d. PU
Which of the following can be used to investigate previous credits applied to a Customer's account?
a. Diary notes
b. Transaction credit history
c. Key Actions
d. All of the above
The various transaction statuses' for credit adjustments include:
a. Satisfied, Approved, Rejected, Pending and Incomplete
b. Completed, Approved, Rejected, Pending and Incomplete
c. Approved, Disproved, Pending, Incomplete
d. Complete, Approved, Pending, Not accepted
What is the minimum amount of days a customer can have a channel on their account?
a. 15 days
b. 21 days
c. 30 days
d. 60 days
In which scenario would CR1 agent use Remedy?
a. NetCracker Support
b. Address Qualification
c. Repair Trouble Ticket
d. Both a and b
True or False: Creating a customer in CSR will automatically create a customer in DT1.
a. TRUE
b. FALSE
What System do you check before creating or importing a customer to CSR desktop?
a. Desktop One for an existing customer profile
b. NetCracker for errors
c. Remedy for open trouble tickets
d. Go/Issues Tool for Outages
In NetCracker, what tab can we find information on if the credit check was performed in CSR/DT1?
a. Queue Info
b. Summary
c. Billing Accounts
d. Manual Tasks
The maximum days allowed to complete a CLEC local Winback is:
a. 4
b. 15
c. 30
d. 60
True or False: We can future date a cease order in CSR Desktop.
a. True
b. False
What are the CEB Best Practices that apply to all written communication?
a. Engaging Introduction
b. Transition to Solve
c. Positive Closing
d. All above
Where can you verify if a number is portable?
a. Community Pages
b. Number Portability Tool
c. CSR Desktop
d. Both A and B
What age does a customer need to be for the installation of phone service BC?
a. 18
b. 19
c. 21
d. 16
During a Transfer of Ownership Order, what 8 digit number is mandatory to add tin CSR Desktop?
a. NetCracker Number
b. Customer ID
c. Drivers License Number
d. Outcome Case Number
These are used to communicate new products, process changes, promotions and general reminders to help the frontline stay on top of changes.
a. Daily Topics
b. Procedures
c. Transfer Matrix
d. Favourites
