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WorksheetsFFH Final Quiz
Total questions: 67
Worksheet time: 34mins
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
Which of the following transactions are NOT part of the Self-Serve Only Policy?
One time payments
Changing the account PIN
Changing the channels in a TV package
Switching from e.Bill to a paper bill
The second step of Overcoming Objections Best Practice is:
Answer the customer's questions
Acknowledge the objection, using empathy if necessary
Probe to understand the reason for their concern
Confirm with the customer that they accept your solution or explanation
Which of the following topics should you NOT use when positioning the benefits of TELUS Internet to a customer?
TELUS internet brings a connection direct to your home so you don't experience slower speeds during peak times in your neighborhood.
TELUS PureFibre offers symmetrical upload & download speeds for a more consistent streaming and gaming experience.
TELUS Internet has the best prices when compared to any of our competetiors
TELUS Boost Wi-Fi offers fast, reliable whole-home Wi-Fi – eliminating slow spots and dead zones to power all your connected devices
Which of the following resources can you use to support your sales conversations with existing customers?
Customer's previous bills
Onesource: Why TELUS?
Onesource: Competetive Corner
All of the above100
Which of the following statements BEST represent our approach to sales?
TELUS can showcase our best products when we talk negatively about our competitors
. Offer every customer the most expensive plan/package that they qualify for, regardless of needs
Ask questions to understand the customer's needs before recommending the right product or service solution
Sales is the top priority on every call - even if the customer has an unrelated, unresolved issue that needs to be fixed
Agents can submit Back Office support requests by going to:
go/BOSR
go/backofficesupport
nesource 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
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
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
What best practices 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 that 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
When we are booking a technician for a new install in CSR Desktop, which of the following must be added under additional information/remarks?
Contact Name & Best Contact Number
Central Office ID (COID) & Billing Account Number (BAN)
. Service Address & and customer availability
Service Address & and customer availability
You are ordering new services to a PureFibre address. CSR Desktop indicates that there are already active services at that location. Which of the following best describes how you should proceed?
Ask the customer to contact the outgoing customer to request that they cancel their services
Contact the outgoing customer and ask them if they want to cancel their services
. Confirm that the address is correct before proceeding with the order
Contact Back Office and ask them to follow up with the outgoing customer
You booked an appointment for a customer with an arrival window of 8 AM - 10 AM, and the estimated duration of the appointment is 2 hours. What time would the customer need to be available for the appointment?
8AM - 10AM
8AM - 12PM
10AM - 12PM
8AM - 2PM
True or False: If the delivery method for your order defaults to pro-install, you can change it to self-install if the customer requests DIY installation.
False
True
A local win back 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
Home Phone (not a winback telephone number)
Bell Mobility
TV
What condition 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 actions must be taken to close the account when ceasing services for a deceased customer?
Ensure the account is set to paper billing
Notify CAM of the account balance
Add a permanent Diary note on the account
All of the above
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 / Gateway
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
What is a Transfer of Ownership (TOWN)?
An existing customer switching from Pik TV to Optik TV
A new customer transferring 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 the 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
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
$10.00 for each bill copy requested
If a billing cycle listed in Desktop One (DT1) is on the 15th, what date do the new charges start every month?
1st
10th
15th
20th
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?
Taxes
VOD chargesHome Phone Package
Home Phone
Netflix
Which customer is NOT eligible for 2-year service agreement renewal offers on their TELUS Internet?
MTM (month to month) customer
Customer with 2 months left in their service agreement
Customer with 4 months left in their service agreement
True or False: go/SEND can be 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
True or False: Insurance companies may offer a discount to customers who have home security systems
True
False
Who determines the amount of a false alarm fee for SHS?
CMS team
Police
Local municipality
. TELUS
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
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 been a customer for a very long time and we certainly appreciate your business
Thank you for choosing TELUS, how can I help you?
Which of the following is the best description 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
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?
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 GWP
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?
ffer 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
None, the only cancellation fees are attached to the GWP
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 of Service Agreement. She is moving to a location where the 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 a 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
