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WorksheetsFFH CLS Quiz #2
Total questions: 45
Worksheet time: 23mins
Who determines the amount of a false alarm fee for SHS?
TELUS
Local municipality
Police
CMS team
True or False: Private Guard service for SHS is offered everywhere
True
False
What service agreement lengths are available for SmartHome Security?
36 months
60 months
36 and 60 months
36 and 72 months
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?
$5/month
$10/month
$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
True
False
Which SHS device would monitor when entrances and windows of your home are being opened and closed?
Glass Break Detector
Window and Door sensor
4-Button Keyring Remote
Smart Lock
What can a customer NOT do online on their My TELUS account?
Manage Optik TV Channels
Cancel their services
Monitor their Internet Usage
View & pay their bills
On their My TELUS account, customers can access up to how many months of past bills?
6 months
12 months
18 months
24 months
True or False: Customers can set up Pre-Authorized Payments (PAP) from their bank account (direct debit) on their My TELUS account
True
False
True or False: The TELUS Online Security Basic plan can be used on up to 5 devices
True
False
True or False: The TELUS Online Security Standard plan includes identity theft reimbursement coverage
True
False
When promoting a "Why TELUS" solution, agents should:
Criticize the quality or reliability of our competitors
Attack or denounce our competitors
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:
Create an Early Bridge to a self-serve solution
Lead with Benefit
Overcome Objections
The second step of the Overcoming Objections Best Practice is:
Answer the customer’s questions
Acknowledge the objection, using empathy if necessary
Probe to understand the reason for their concernConfirm with the customer that they accept your solution or explanation
Confirm with the customer that they accept your solution or explanation
True or False: Agents need to create Cases in Casa
True
False
The time on the due date of a Casa task is based on which time zone?
. Customer's time zone
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
True
False
True or False: Agents will only receive Casa Tasks that they created to follow-up on their own customers
True
False
Agents can submit Back Office support requests by going to:
go/BOSR
go/backofficesupport
Onesource PureFibre FIFA > Teams > Support > Back Office
Casa
Fibre Build Support can provide guidance when:
There is mixed information from various tools about availability of FIFA PureFibre services at an address
We need to report a customer rescinding permission for a drop to be connected
We have questions about a MDU that are not clarified by Casa or the master lists
All of the above
True or False: Every OBD automatically creates a Drop Placement order (DPO)
True
False
Which method is NOT a way we can check to help determine whether a drop is completed or not?
Trying to place an order in CSR Desktop
Referring an escalation to the National Escalation Management Team (NEMT)
Checking the address details in Casa
Which of the following systems can NOT be used to help qualify a customer's address for PureFibre?
Bill Viewer
CSR Desktop
Fibre Maps
Desktop One
What does it mean when an address does not appear in CSR Desktop or Desktop One?
The address does not exist
The customer has given you an incorrect address
The address is brand new and an ASQ ticket needs to be submitted to add it to TELUS systems
TELUS does not provide services to the customer's address and they must call Shaw
When an Order Based Drop (OBD) needs to be completed at an address with a BURIED COMPLEX drop, you will book your order a minimum ___ days out
5 days
9 days
14 days
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
5 days
9 days
14 days
16 days
Which of the following IS NOT a way that you can confirm an address is PureFibre ready?
Search for the address CSR Desktop
Get the customer to check with their neighborhood to see if they have PureFibre or Copper
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?
Check Service Availability at the installation address to see what system will be used to provide service
Create a TELUS.com account for the customer
Check the outgoing customer's account to make sure their account is up to date
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?
Create a new customer profile and link it to the old account
Use the existing customer profile to open a new BAN and Import to CSR Desktop if needed
Transfer the customer to Client Account Management to investigate the existing account
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?
Collecting Personal Information Clause
What their Billing Account Number is
What their credit score is
. 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
True
False
When adding new services in CSR Desktop, which of the following is NOT an option when customizing a TELUS Internet package?
Adding Unlimited Internet Usage
TELUS Boost Wi-Fi
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
True
False
When adding new services in CSR Desktop, this page will allow you to add discounts to your order
Appointment
Customize
Check Out
Review Order
When we are booking a technician for a new install in CSR Desktop, what must be added under additional information/remarks?
Contact Name & Best Contact Number
Central Office ID (COID) & Billing Account Number (BAN)
Mailing Address & Postal Code
Customer Date of Birth (DOB) & Driver's License (DL)
True or False: Selecting "Order Now" in CSR Desktop will start an order process which will allow agents to provide new Home Solutions products
True
False
In which scenario does the Internet activation fee NOT apply?
New stand-alone internet on month-to-month (MTM)
New Internet + Optik TV
New stand-alone internet on a 2-year term
Internet tier changes (i.e. upgrades and downgrades)
True or False: When customers choose a PureFibre Self-Install (DIY) they must supply their own ethernet cable
True
False
True or False: Customers can have a PureFibre Self-Install (DIY) kit delivered to a PO Box
True
False
How much is the installation fee for PureFibre Self-installs (DIY)?
$0
$10
$20
$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?
Check for Satisfaction with Resolution
Gracefully Saying No
Overcome Objections
Seal the Deal
Which of the following techniques can be used to help move towards a WIN/WIN approach to negotiations?
Separate the people from the problem
Focus on interests, not positions
Generate many options
Use objective standards
All of these techniques can be used
Which of the following would NOT be considered a good question to ask a customer?
Could you provide me with more detail so I can better understand the situation?
Do you really want to pay your cancellation fee?
How did you arrive at that particular price?
What do you think of this option as a solution?
Which of the following is the best example of a Loyalty Statement?
I can provide you a discount of $10/month
I definitely understand you are hesitant to continue with your current service
. I see that you have had Optik TV with TELUS for a long time - that kind of loyalty is very important to us
Thank you for choosing TELUS, how can I help you?
Which of the following is the best decription of "right-sizing"?
Determine the reason for the customers call using open and closed ended questions
Present your offer to the customer & highlight the value
Review the customer's packaging and work with them to remove services they no longer use, while building value in their existing services
Using the save-grid, provide the richest offer available to your customer to ensure their future loyalty
