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Unit 4

Total questions: 26

Worksheet time: 14mins

Name
Class
Date
1.

I'm going on vacation and need to make sure my Dominion Energy bill gets paid. What type of customer am I?

a)

New Customer

b)

Third Party

c)

Second Party

d)

Existing Customer

2.

What is the default deposit amount if there is not enough service location history?

a)

300

b)

40

c)

260

d)

100

3.

I will check Contact History on EVERY call except storm duty.

a)

Yep!

b)

You best believe it!

c)

YUP

d)

You got that right!

4.

The deposit amount is the average bill multiplied by ...

a)

1

b)

2

c)

4

d)

3

5.

What self serve options does dominion offer it's customers?

a)

Bank Draft

b)

Budget Bill

c)

Manage Account

d)

ebill

6.

Which is Not an advantage of Bank Draft?

a)

No Fees

b)

Less checks to write

c)

Discount

d)

Saves postage

7.

If my tenants move out in the winter I don't want my pipes to freeze! What type of owner's agreement do I need?

a)

Revert Seasonal

b)

Revert Automatic

c)

Revert Limited

d)

Revert Non-Automatic

8.

A deposit is required when a customer does not have satisfactory credit with Dominion Energy within the last 12 months.

a)

True

b)

False

9.

A new customer is someone who has not has service within how many months?

a)

Three

b)

Six

c)

Nine

d)

Twelve

10.

eBill sends customer's their bill via Email

a)

TRUE

b)

FALSE

11.

I'm Bob Builder from Newport Department of Social Services. My Authorization number is 15151.

a)

Third Party

b)

Existing Customer

c)

New Customer

12.

Qualified builders can enter work requests using eBuilder

a)

True

b)

False

13.

What type of communication barriers could we face?

a)

Broken English

b)

Heavy Accent

c)

Technology

14.

What would we NOT use to overcome a communication barrier?

a)

Transfer

b)

Repeat information back

c)

Alpha-Phonetics

15.

What verb do we use to search for an account offline?

a)

Initiate Service Activity

b)

Identify Customer

c)

CBMS

d)

Handle Call

16.

When speaking to the account holder how many items must we verify

a)

1

b)

3

c)

4

d)

2

17.

We cannot verify because we selected the wrong customer. What button do we select?

a)

Back

b)

Failed Validation

c)

Just go with it

d)

Override

18.

You will not be able to set a password reminder before wrapping.

a)

True

b)

False

19.

Where do we go to send a life support form?

a)

CBMS

b)

Account Overview

c)

View/Edit Customer Details

d)

View/Edit Account Details

20.

Where do we find the budget amount?

a)

Account Overview - Under Residential Overview

b)

Customer Overview

c)

Contact History

d)

Contact History

21.

Where can we find a copy of the customer's current bill?

a)

CBMS

b)

Account overview

c)

In the mail

d)

Billing and Credit

22.

Where do we look first to find the last 2 payments?

a)

CBMS

b)

Account Overview

c)

Customer Overview

d)

Customer Details

23.

Where do we go to change the customer's mailing address?

a)

View/Edit Contact Information

b)

Contact History

c)

Customer overview

d)

Account overview

24.

Where do we find the customer's internet pin?

a)

View/Edit Contact Details

b)

View/Edit Customer Details

c)

View/Edit Account Details

d)

Activity

25.

A Medical Form gives customer's priorty during storm restoration.

a)

True

b)

False

26.

What is NOT required for a medical form?

a)

Signed by Notary Public

b)

Length of time condition will persist

c)

Signed by Physician

d)

Identify Medical Condition