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WorksheetsSKC superquiz
Total questions: 20
Worksheet time: 10mins
Which is an example of assumptive language? - Select all that apply
Would you like to work through this high bill together?
I'm going to save you some money with our new program called iPropel
Let's work through this together
We are going to make a payment towards your debt, then we will set up a payment plan.
What MSATS SharedIsolationPointFlag code indicates a non-isolated fuse that we can't exchange a smart meter on?
Y
NI
S
SP
On the customer portal what can customers do? select all that apply
Submit self reads
Update direct debit details
Authorise third party data collectors
link multiple accounts together
What functions can you do on singleview? select all that apply
Add notes to accounts
Check solar FIT rates
Link customer accounts together
Upgrade customers meter to a smart meter
What is my locus of control is this scenario? My call was so long because the customer kept going in circles.
External Locus, because I blamed the customer.
External Locus, because it was out of my control.
Internal Locus, because I blamed the customer.
Internal Locus, because it was out of my control.
The new Consumer Data rights laws allows customers to:
free access to all personal data on their account
Authorise third parties to access Sumo's financial data
Authorise third parties to access energy usage data.
Free access for customers to view historical meter data.
A customer has received the Energy Bill Relief Payment and want to get it refunded. When is this possible? select all that apply
If they desperately need the money to pay rent
If the account is closed
If they also have solar credit
Never
A customer has called noticing a discrepancy between the end read of one gas bill and the start read of the next. What has likely happened, and what will we do?
The meter was read wrong, organise a special read request
The gas read has been revised, reverse and reissue the bill
The gas read has been revised, advise the customer it will be rectified on a catchup
The meter was read wrong, advise the customer it will be rectified on a catchup
What do we not offer a customer as part of the value add callflow?
Other property signup
iPropel
Best Offer
NBN/Telco signup
What customer will we not offer a R2R product to?
NSW customer with a smart meter
Qld Customer with a basic meter
NSW customer with estimated bills
Vic customer who wants to be on R2R
If a customer physically threatens you, what do you do?
Transfer to TL or other department
Put customer on hold and talk to a TL
Hang up straight away
Ignore the comment and move on
What options are available for someone with a high bill? Select all that apply
Transfer to credit for PP & PDF
Payment extension
add a $100 credit to account
Swap to better offer
Which is not an example of positive language?
What we can do is...
We can't do that, but we can offer...
Absolutely, let's look into that together...
I'll need your help as we look into this
Which is an example of the Jones theory
I can offer you this exclusive opportunity...
Everyone is trying to save their family money at Christmas
I'ts upto you if you want to make these savings or not
Let's work through this together
Who can you not pitch iPropel too? - select all that apply
Sales support calls
Elderly customers
Unhappy Customers
Customers with debt
What do you do on every call?
Advise the call is recorded
ID check
Statement of Intent
Value Add
What is not an example of Sumo values in action?
Pushing for fast calls at all times
Transferring a big payment to credit
When a customer says no, continuing the discussion to add value.
Advising customers of dishonoured payments and disconnection notices
How long is the turn around time for a solar reconfiguration?
10 business days
5 business days
20 business days
20 days
What is the meter reconfiguration process for Ausnet?
ECOC/SEG approval letter to connections@sumo.com.au
Submit EWR/ CES/Post installation output form to connections@sumo.com.au
DB Approval Letter/CCEW form to connections@sumo.com.au
EWR /CES/Micro embedded generator form to connections@sumo.com.au
Which card holders are eligible for concessions in NSW? select all that apply
DVA Gold Card
Commonwealth Seniors Health Care Card
Health Care Card
DVA White card
