WorksheetsXfinity 1
Total questions: 20
Worksheet time: 7mins
How much is the late fee for customers who pay their bill after their due date?
$7.50
$5.00
$10.00
$15.00
How many lines of business does Xfinity provide?
Five
Six
Four
What does ACP mean?
Affordability Connectivity Program
Affordable Customer Promotion
Affordable Government Program
Affordable Connectivity Program
If a customer call in to add unlimited internet to their account, which service would you add?
Flex
Xfi Complete
X1
Mobile
Wiht the Affordable Connectivity Program customers can get up to (a) off their mobile and internet services.
Which group of S4X Behaviors is correct?
Be an Xfinity Ambassador, Own It, Sentiments, LARA
NPS, Own It, Discover Needs, Show Appreciation
LARA, Make it Effortless, Set Clear Expectations, Discover Needs
Which of the following statements is true about re-bundling?
Re-bundling is adding the same service on an account more than once.
Re-bundling is placing the customer on a contract without changing their package.
Re-bundling is placing the customer on a different internet speed.
Which tab in Einstein 360 is used to check which Xfinity Rewards membership customers are eligible for?
Billing & Payments
Troubleshoot
Activity
Account
What does XI, XM and XV mean?
11, 990, 15
Xfinity Internet, Xfinity Mobile, Xfinity Voice
Xfinity Internet, Xfinity MTV Box, Xfinity Video Equipment
Match with the corresponding
CHOICE =
SAVER / STARTER =
PREFFERED =
PREMIER =
CHOICE
SAVER
POPULAR
PREMIER
CONNECT
CONNECT MORE
FAST
SUPER FAST
CHOICE
POPULAR
ULTIMATE
PREMIER
PERFORMANCE
BLAST PRO
EXTREME PRO
GIGABIT
What is the upload internet speed of Connect, Superfast, Gigabit
50, 600, 1200
100, 600, 1200
50, 300, 1200
300, 600, 900
Sentiments is driven by issue resolution, happy customer, positive tone, positive words.
True
False
Select the correct answers on NPS feedback.
Promoters
7-8
Promoters
9-10
Detractors
0-7
Detractors
0-6
What are the two ways credit can be added?
Miscellaneous Adjustment
Adjustment by Range
Partial Adjustment
Waive late fee
What are some ways a consent form can be sent to a customer?
Text, Facebook, SMS
Verbal, Email, Text
Verbal, Whatsapp, SMS
Paul calls in to have his package re-bundled. Paul has Internet, Voice and Cable service with Xfinity. What will you search in keywords to locate a promotion?
DP
TP
QP
SP
A customer must have (a) lines of business to have a Quad Play account.
Which S4X behavior is expressed by paraphrasing and confirming the customer's reason for calling?
Show Appreciation
Make It Effortless
Own It
Listen Actively, Respond Appropriately
What is the cost for the first mobile phone line?
$54
$20
$45
$35
Four mobile lines cost $120. If a customer wants to add 3 more line, how much would it cost all together?
$180
$200
$140
$185
