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WorksheetsZCLA Induction Recap Week 2
Total questions: 20
Worksheet time: 12mins
If we aren't communicating with a customer's smart meter, the customer will need to do a...
Smart Meter Wealth Check (SMWC)
Smart Heater Self Check (SHSC)
Smart Meter Health Check (SMHC)
Smart Peter Elf Neck (SPEC)
If you need to connect an IHD to a SMETS2 meter, which system will you use?
KAP
The BOL
ABE
Quote & Switch
Select all things that are compliance on a smart meter booking.
Check vulnerabilities
Someone over 18 must be at the property.
Offer all three data collection options.
Check contact details.
SFE was used for which kind of smart meter?
SMETS1 DCC Enrolled meters.
SMETS2 meters.
SMETS1 Secure brand meters.
You're processing a COT Move Out for today, what should you get from the customer? (Select two)
Meter reading
Forwarding address
Marketing consent
Extended MPAN
Jas wants a refund of £750. They have traditional meters. What will Jas have to do?>
Make a complaint to the Ombudsman.
Send a photo of the meter showing serial number and reading.
Submit a meter reading online.
Fill out the G17 Refund Request form online.
Eric wants a refund of £2500 from his account. He has a smart meter. There is no suspicious activity on the account. What will you need to do?
Raise the request to Payments.
Offer as a cheque refund.
Refuse.
Press backslash and select "Big Refund".
Select all options that must be said for compliance on a COT Move In:
Property shape.
Unit rates and standing charges.
Effects to credit score.
Plan name.
TRUE OR FALSE: Binky moved in to a property we supply today and wants to set up an account. She MUST provide a tenancy agreement.
True!
False!
TRUE OR FALSE: We can not process COT Move In's for a date in the future.
True!
False!
Mehmet's switch to OVO has been blocked:
Select all potential OBJECTION reasons
Objection raised to prevent Erroneous Transfer (Annulment)
Debt
Related MPAN's.
Large gas site.
Xi uses 102,312 kWh of gas per year! Sounds like Xi will be paying...
Extra exit fee if switching.
Quadruple standing charge
Double standing charge
Increased unit rate
We've blocked Patrick's switch due to debt. That means his debt is over:
£0.
Any amount of debt will be objected to.
£50
£300
£250
In order to launch a read dispute, we need:
(Select two)
2 readings, 2 weeks apart.
For the difference to be OUTSIDE of tolerance.
An active objection marker on the account.
An active Direct Debit.
Select the advice you must give the customer when raising a read dispute:
(Select 3)
You will be placed on billing suspension
To contact old supplier and apologise.
Keep paying your Direct Debit.
Revised bill from us and previous supplier.
If a customer's Direct Debit has been reviewed, we should:
Validate the balance by getting up to date meter readings.
Immediately offer a 15% reduction.
Demand full payment of outstanding debt.
Read the Direct Debit Mantra.
If you've agreed a lower Direct Debit with a customer in the review process, you should:
Tell the customer they will keep getting reviewed and to deal with it.
Use the backslash button to activate PERMANENT REVIEW SUSPENSION.
Get the customer added to the Exceptions List so they aren't reviewed again.
Madame Beauregard would like to stop receiving marketing from us. She is an OVO customer, what do you do?
Fill in the Marketing Opt Out Google Form.
Raise to Admin Team.
Remove marketing preference on \ Manage Contacts.
Apologise and tell her there's nothing you can do.
If a customer requests a copy of a call, there is a charge of:
£5
Nothing. It's free.
£5-£50 depending on call size.
£30
TRUE OR FALSE: You CAN disclose the balance on the account to someone who has passed Implied Consent.
True!
False!
