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WorksheetsFFH - CLS PureFibre New Hire Quiz 2
Total questions: 49
Worksheet time: 49mins
Who determines the amount of a false alarm fee for SHS?
a. CMS team
b. Police
c. Local municipality
d. TELUS
True or False: Private Guard service for SHS is offered everywhere
a. True
b. False
What service agreement lengths are available for SmartHome Security?
a. 36 months
b. 60 months
c. 36 and 60 months
d. 36 and 72 months
What is the SHS Installation Fee charge ($) for a customer with only TELUS Internet?
a. $0
b. $100
c. $250
d. $450
If a SHS customer with a SA has one of the following TELUS services (Home Phone, Internet, TV), how much of a bundle discount will they receive each month?
a. $5/month
b. $10/month
c. $0 (no bundle discount)
True or False: We need to set expectations with our customers that SHS Cameras require both a power source and Internet Wi-Fi to operate properly
a. True
b. False
Which SHS device would monitor when entrances and windows of your home are being opened and closed?
a. Glass Break Detector
b. Window and Door sensor
c. 4-Button Keyring Remote
d. Smart Lock
What can a customer NOT do online on their My TELUS account?
a. Manage Optik TV Channels
b. Cancel their services
c. Monitor their Internet Usage
d. View & pay their bills
On their My TELUS account, customers can access up to how many months of past bills?
a. 6 months
b. 12 months
c. 18 months
d. 24 months
True or False: Customers can set up Pre-Authorized Payments (PAP) from their bank account (direct debit) on their My TELUS account
a. True
b. False
True or False: The TELUS Online Security Basic plan can be used on up to 5 devices
a. True
b. False
True or False: The TELUS Online Security Standard plan includes identity theft reimbursement coverage
a. True
b. False
When promoting a "Why TELUS" solution, agents should:
a. Criticize the quality or reliability of our competitors
b. Attack or denounce our competitors
c. Focus on the advantages of TELUS to differentiate why we are better than other service providers
When a customer isn't happy with our service, a policy, the outcome of a previous call or a solution that we have offered - agents will attempt to:
a. Create an Early Bridge to a self-serve solution
b. Lead with Benefit
c. Overcome Objections
The second step of the Overcoming Objections Best Practice is:
a. Answer the customer's questions
b. Acknowledge the objection, using empathy if necessary
c. Probe to understand the reason for their concern
d. Confirm with the customer that they accept your solution or explanation
True or False: Agents can troubleshoot an address that is not found in our tools via go/FIFAWORKFLOWS
a. True
b. False
True or False: Agents can provide feedback for troubleshooting an address not found in one of our tools on go/FIFAWORKFLOWS
a. True
b. False
True or False: Agents need to create Cases in Casa
a. True
b. False
The time on the due date of a Casa task is based on which time zone?
a. Customer's time zone
b. Agent's time zone
True or False: Casa follow-up tasks will flow to the SAME agent at EXACTLY the time promised, regardless of service levels
a. True
b. False
True or False: Agents will only receive Casa Tasks that they created to follow-up on their own customers
a. True
b. False
Agents can submit Back Office support requests by going to:
a. go/BOSR
b. go/backofficesupport
c. Onesource PureFibre FIFA > Teams > Support > Back Office
d. Casa
Fibre Build Support can provide guidance when:
a. There is mixed information from various tools about availability of FIFA PureFibre services at an address
b. We need to report a customer rescinding permission for a drop to be connected
c. We have questions about a MDU that are not clarified by Casa or the master lists
d. All of the above
True or False: Every OBD automatically creates a Drop Placement order (DPO)
a. True
b. False
Which method is NOT a way we can check to help determine whether a drop is completed or not?
a. Trying to place an order in CSR Desktop
b. Referring an escalation to the National Escalation Management Team (NEMT)
c. Checking the address details in Casa
This tool can be used to display PureFibre networks and their development status
a. go/GETMEFIBRE
b. go/FIBREMAPS
c. telus.com/fibremaps
d. go/PFCONNECT
Which of the following systems can NOT be used to help qualify a customer's address for PureFibre?
a. Bill Viewer
b. CSR Desktop
c. Fibre Maps
d. Desktop One
What does it mean when an address does not appear in CSR Desktop or Desktop One?
a. The address does not exist
b. The customer has given you an incorrect address
c. The address is brand new and a NOVA needs to be submitted to add it to TELUS systems
d. TELUS does not provide services to the customer's address and they must call Shaw
When an Order Based Drop (BDO) needs to be completed at an address with a BURIED COMPLEX drop, you will book your order a minimum ___ days out
a. 5 days
b. 9 days
c. 14 days
d. 16 days
When an Order Based Drop (OBD) needs to be completed at an address with an AERIAL drop, you will book your order a minimum ___ days out
a. 5 days
b. 9 days
c. 14 days
d. 16 days
Which of the following IS NOT a way that you can confirm an address is PureFibre ready?
a. Search for the address CSR Desktop
b. Get the customer to check with their neighborhood to see if they have PureFibre or Copper
c. Check Casa for address indicators to see FSA Ready
What best practice should be followed before creating an account and completing a credit check for a new customer?
a. Check Service Availability at the installation address to see what system will be used to provide service
b. Create a TELUS.com account for the customer
c. Check the outgoing customer's account to make sure their account is up to date
d. Obtain a co-signer for the customer's account so that we can skip the credit check
Your customer is calling in to open a new account. You search Desktop One (DT1) and find a previously closed account which the customer acknowledges was theirs in the past. What is your next step?
a. Create a new customer profile and link it to the old account
b. Use the existing customer profile to open a new BAN and Import to CSR Desktop if needed
c. Transfer the customer to Client Account Management to investigate the existing account
d. 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?
a. Collecting Personal Information Clause
b. What their Billing Account Number is
c. What their credit score is
d. Credit Card Policy
True or False: Previous TELUS customers with closed accounts will require a reassessment of their credit using Real Time Credit Assessment (RTCA) to open the previous Billing Account Number (BAN) or open a new BAN before new services can be added
a. True
b. False
When adding new services in CSR Desktop, which of the following is NOT an option when customizing a TELUS Internet package?
a. Adding Unlimited Internet Usage
b. TELUS Boost Wi-Fi
c. Selecting the WiFi username and password
True or False: We can Provide both Optik TV and Pik TV services for the same customer at the same address on the same order in CSR Desktop
a. True
b. False
When adding new services in CSR Desktop, this page will allow you to add discounts to your order
a. Appointment
b. Customize
c. Check Out
d. Review Order
When we are booking a technician for a new install in CSR Desktop, what must be added under additional information/remarks?
a. Contact Name & Best Contact Number
b. Central Office ID (COID) & Billing Account Number (BAN)
c. Mailing Address & Postal Code
d. Customer Date of Birth (DOB) & Driver's License (DL)
A customer is charged installation fees in CSR Desktop for TELUS Internet and Optik TV when:
a. They agree to promotional pricing with a 2 year service agreement
b. They choose a flexible no-term option (Month-to-Month) for a service agreement
c. They select a special gift offer with a 2 year service agreement
True or False: Selecting "Order Now" in CSR Desktop will start an order process which will allow agents to provide new Home Solutions products
a. True
b. False
True or False: When customers choose a PureFibre Self-Install (DIY) they must supply their own ethernet cable
a. True
b. False
True or False: Customers can have a PureFibre Self-Install (DIY) kit delivered to a PO Box
a. True
b. False
How much is the installation fee for PureFibre Self-installs (DIY)?
a. $0
b. $10
c. $20
d. $100
Which Best Practice would you use if your customer is asking for one year of free service due to a one week outage of Optik TV service?
a. Check for Satisfaction with Resolution
b. Gracefully Saying No
c. Overcome Objections
d. Seal the Deal
Which of the following techniques can be used to help move towards a WIN/WIN approach to negotiations?
a. Separate the people from the problem
b. Focus on interests, not positions
c. Generate many options
d. Use objective standards
e. All of these techniques can be used
Which of the following would NOT be considered a good question to ask a customer?
a. Could you provide me with more detail so I can better understand the situation?
b. Do you really want to pay your cancellation fee?
c. How did you arrive at that particular price?
d. What do you think of this option as a solution?
Which of the following is the best example of a Loyalty Statement?
a. I can provide you a discount of $10/month
b. I definitely understand you are hesitant to continue with your current service
c. I see that you have had Optik TV with TELUS for a long time - that kind of loyalty is very important to us
d. Thank you for choosing TELUS, how can I help you?
Which of the following is the best description of "right-sizing"?
a. Determine the reason for the customers call using open and closed ended questions
b. Present your offer to the customer & highlight the value
c. Review the customer's packaging and work with them to remove services they no longer use, while building value in their existing services
d. Using the save-grid, provide the richest offer available to your customer to ensure their future loyalty
