NEW
Font size
WorksheetsFFH Quiz #3
Total questions: 46
Worksheet time: 23mins
To update existing components such as Theme Packs or Calling Features, you will create this type of order in CSR Desktop
Update
Customize
Renegotiate
Renew
Discounts can be added on which section of a Change order in CSR Desktop?
Select
Customize
Equipment
Review
When changing a customer's telephone number in CSR Desktop, agents must:
Manually choose and assign the new phone number from an available pool of TELUS numbers
Import a telephone number from BOSR before adding it to the order
Wait until the order has completed before providing the new auto-assigned number to the customer
A Change Services order in CSR Desktop can be used to
Configure existing products such as updating theme packs or calling features
Update multiple products at the same time in CSR Desktop
Update the service entirely such as changing the Internet plan, TV combo or Home Phone package
All of the above
A local winback is defined as:
A customer requesting local service with a new telephone number
A customer requesting to transfer/port their telephone number to TELUS from another provider
A customer upgrading their Optik TV from version 2.0 to 3.0
A customer moving their existing service to a new address
Which of the following services can we NOT cancel with a competitor during a Simple Switch?
Internet
TV
Home Phone (not a winback telephone number)
Bell Mobility
What condition that must be met when completing a local winback?
The account and services must remain active with the other provider
The customer must call the other provider to cancel their services before their installation appointment
The customer must be moving to a new address for a Winback to be completed
The customer must also subscribe to TELUS Mobility
True or False: CxSS agents should cancel services for customers who move outside of TELUS' service area (example: Calgary to Japan)
TRUE
FALSE
True or False: TELUS requires a death certificate to close an account for a deceased customer
TRUE
FALSE
Which piece of equipment might we ask a customer to return when they are ceasing their service?
ONT
Battery Backup (UPS)
Optik TV PVR
When issuing a PureFibre to PureFibre Move, agents will use which function in CSR Desktop?
Provide
Move
Provide & Cease
Change
During a PureFibre to PureFibre move, what equipment will the customer leave at their old address?
Wi-Fi Extenders
Optik TV PVR & Set Top Boxes
ONT & Battery Backup
Internet Modem / Gateway0
True or False: A Delayed PureFibre to PureFibre Move is processed as a Provide and Cease in CSR Desktop
TRUE
FALSE
Customers moving FROM a PureFibre FIFA address TO a Copper Compass address should be transferred to this team (by agents who are not Compass-trained)
Compass CxSS
Compass CLS
PureFibre Front Office
PureFibre Retention
When Moving FROM Copper Compass TO PureFibre FIFA, agents who are not Compass-trained will use this form to request the Cease of the Copper Compass services
go/CEASECOPPER
go/COPPERCEASE
go/CANCELCOPPER
go/REMOVECOPPER
If a customer is moving in to an address that has working TELUS services what must we do?
Advise the customer that they must have the wrong address
Transfer them to PureFibre Tech Support
Confirm that you have the correct address and proceed with the order
Contact the Back Office to complete the move
Why is it important to ensure that the address is qualified before creating a Move order?
To ensure you are setting the correct expectations with your customer
To ensure that the correct order processing is completed
To ensure that the order is completed with the least possible delays
All of the above
What is a Transfer of Ownership (TOWN)?
An existing customer switching from Pik TV to Optik TV
A new customer transfering their services from Bell to TELUS
An existing customer moving services to a brand new address
An existing customer transferring their services to another customer, who assumes financial responsibility for the account
Which of the following is NOT true when issuing a Transfer of Ownership (TOWN) order?
Services must not be on Voluntary Suspension of Service
The incoming customer qualifies for new customer promotions, including GWP
The TOWN order must be issued at the same address at the Outgoing customer
The incoming customer must have a credit check done prior to the TOWN being completed
How much will customers pay per product per month for Voluntary Suspension of Services (VSoS)?
$0
$5
$15
$20
What is the minimum amount of time a customer is eligible to go on Voluntary Suspension of Service (VSoS)?
1 month
6 months
9 months
12 months
True or False: If a customer is moving but does NOT have a new address to move their services to yet we should offer the customer vacation suspension of service while they find their new house.
TRUE
FALSE
Identify the benefit(s) of Copper Service in FIFA:
Customers experience no interruption in service
Single FIFA ordering system regardless of network or technology the customers are using
Both A & B
What is the cost of a Bill Reprint/Copy?
$2.00 for each bill copy requested
$1.00 per page requested
$15.00 for each bill copy requested
$5.00 for each bill copy requested
What is the data overage charge for 150.01GB - 200GB, when the customer does not have an Unlimited Internet Usage plan?
$35
$5
$15
$20
If a billing cycle listed in Desktop One (DT1) is on the 15th, what date do the new charges start every month?
1sst
15th
10th
20th
Which of the following is NOT an alternative Bill Format option?
e.Bill
Large Print Bill
Braille
Verbal Diskette
True or False: The Late Payment Charge for Forborne customers is 5% per month
TRUE
FALSE
This is NOT an acceptable payment option.
. Credit Card
Online banking
Western Union
Pre-Authorized Payment
When applying a credit to an account in Desktop One (DT1), they should be added at the _________ level.
Credit
Treatment
BIll
Customer Summary
Which of the following is considered a Usage charge?
Call Display
Taxes
Long Distance calls
Home Phone Package
Name a benefit for a customer thinking of buying TELUS SmartHome Security services
Protection
Convenience
Peace of Mind
. All of the above
True or False: Insurance companies may offer a discount to customers who have home security systems
TRUE
FALSE
True or False: go/SEND is used to provide customers with detailed instructions on what and where to send their Power of Attorney documentation
TRUE
FALSE
True or False: Communications sent from go/SEND will be visible under the Communication History section of Desktop One
TRUE
FALSE
If a customer has a Service Agreement on their Internet & Optik TV, and selected a Gift With Purchase, how many cancellation fees would they have if they ended their Service Agreement before it expires?
One - on the Optik TV only
Two - 1 on the Internet and 1 on the Optik TV
Two - 1 on the Optik TV and 1 on the GWP
Three - 1 on the Internet, 1 on the Optik TV, and 1 on the GWP100
Herb has been with TELUS for 10 years; he has a previous GWP from when he signed up for Optik TV. His current Service Agreement expires in 3 months. He demands a new GWP or else he's going to Shaw. What should you do?
Offer to cease Herb's service
Submit a BOSR or go/GWPHD to order an additional GWP
Transfer Herb to EMT
Use the applicable GWP tile in CSR to process Herb's request
What is the final save offer for Optik TV cord cutters, after all other Optik TV offers have been exhausted?
5 VOD coupons
Best of On Demand
Pik TV
$15 off for 24 months
True or False: Loyalty CLS Renewal offers are stackable with New Acquisition Offers
TRUE
FALSE
The cancellation fee for a 2 year Optik TV Service Agreement is:
$5.00 / month for remaining months
$15.00 / month for remaining months
$18.00 / month for remaining months
None, the only cancellation fees are attached to the GWP
To be eligible for Retention-specific renewal offers, the customer must meet which of the following criteria?
Be a new customer adding a new service
Be an existing customer adding a new service
Be an existing customer with 12 months or less remaining on the term
Be an existing customer on month to month service
Pawan is an Internet and Optik TV customer, and is currently 6 months into a 2 year Service Agreement. She is moving to a location where Internet is available, but Optik TV is not. She would like to move her Internet service, even though she will need to downgrade to a lower speed. What is the best action to take regarding the Service Agreement ?
Do not waive any cancellation fees
No action required. Cancellation fees do not apply in this scenario
Waive the Optik TV cancellation fee
Waive the cancellation fees for both Internet and Optik TV
True or False: TELUS employees with active TSD (Ambassadors Discounts) qualify for the same save offers as other customers (non-TELUS employees) do.
TRUE
FALSE
Your customer had a one month service outage and you have determined they should be compensated. Would you issue a credit or add a discount to the account?
. One time credit
Discount offer
Your customer has Single line and High Speed. They call in to cancel their HS service only and you save them. What section(s) in the Universal Call Tracker do you fill out?
Internet Outcome
Home Phone & Internet Outcome
Home Phone Outcome
None of the above
Why is it necessary to use the Universal Call Tracker on every inbound call?
It supports the Customers First initiative
It makes it easier to determine why customers are calling TELUS
It helps TELUS determine which save strategies are working
. All of the above
