WorksheetsWinback DTV
Total questions: 55
Worksheet time: 2hrs 55mins
When searching in CCKM which "Computer short cuts" will be most likely to use.
CTRL + F
WINDOWS KEY + L
CTRL + N
CTRL + A
False or True: You need to advise the customer of all fees.
False
True
What does AER stand for?
A –Acknowledgment
E – Express
R – Reassurance
A – Accountable
E – Experience
R – Release
A –Acknowledgment
E – Empathy
R – Reassurance
A – Accountable
E – Empathy
R – Release
What programming package has 200+ channels
(a)
Which channel is a Local Channel (Select all that apply)
NBC
The CW
PBS
ABC
DIRECTV CARES provides a streamlined approach to the behaviors and commitments needed for each customer interaction. What does "CARES" stand for?
Center Correction, Be Accountable & Read and Discovery, Be the Expert, and Sale
Customer
Center,
Be Acknowledge & Read and De-escalate, Be the
experience, and Summarize
Center Customer, Be Acknowledge & Read and De-escalate, Be the experience, and Sale
Customer
Connection,
Be Accountable & Research and Discovery, Be the
Expert, and Summarize
CCKM is known for what... (select all the apply)
Customer service knowledge base ONLY
It provides you with customer's information. such as address, phone number, and product information (It's our Yellow book)
It provides you with the necessary guidance to quickly and effectively resolve customers’ questions and issues. (It's our Google)
It is the central resource for the most accurate and up-to-date information (It's our Google)
What device is this...
Gemini Air
Genie Minis
Gemini
Genie (advanced HD DVR)
What key performance "metrics" will your project be focused on... (Select all the apply)
Conversion Rate
CPH
Contact Per Hour
ACW
After - Call Work
SPH
Sale Per Hour
AHT
Average Handling Time
True or False: You will need to initiate a credit check?
True
True and False. It depends if your sups tell you to.
False
National network channels include.... (Select all that apply)
ESPN
TBS
STARZ
TNT
Select Premium Channels... (Select all that apply)
STARZ
Comedy Central
HBO
Cinemax
What does CCKM stand for?
Connect Center Key Management
Customer Connect Knowledge Management
Customer Center Key Management
Connect Customer Knowledge Management
True or False: DIRECTV has 4 programming packages?
True
False
The customer's local channels are determined by
city and state
the programming packages
connecting via Satellite or connecting via Internet.
zip code
What programming package has 270+ channels
(a)
What programming package has 165+ channels
(a)
True or False: CONUS transmission provides National Network Channels?
False
True
What programming package has 340+ channels?
(a)
False or True: Spot Beam transmission provides Local Channels?
True
False
What does WINs stand for?
Wants
Interests
Needs
Wasn't
Identify
Notices
Wasn't
Identify
Needs
Wants
Interests
Notices
DIRECTV via Internet the Ultimate package has ____ live Channels?
75+
200+
165+
140+
Does the Voice Remote have Google Assistant built in?
True
False
What is DIRECTV connected via Internet?
No satellite dish and no installation required
It required a satellite dish and installation
What are the two ways to watch DIRECTV channels and packages (select all that applies)
DIRECTV via Satellite
DIRECTV via Stream
DIRECTV via Internet
DIRECTV via Cable
DIRECTV via Internet Entertainment package has ____ Live Channels?
50+
75+
105+
165+
What does MST (Mobile Sale Tool) provide?
Provides instructions, via diagrams, to help walk customers through CCK/CCK-W/DECA setup.
A sales tool that provides quick access to information about DIRECTV products and services
Motorola products and services.
Provides a view into FORCE, which dispatches work in the provisioning
DIRECTV via Internet Choice Package has ____ Live Channels?
105+
200+
165+
95+
DIRECTV via Internet required internet speed should be?
More than 18 Mbps
No HSI is required
Less than 18 Mbps
Unknown
What device is this...
Genie HD DVR Digital
Gemini Satellite TV Receiver
Gemini Air Satellite TV Receiver
Gemini Air
True or False: The requirement agreement is for 24 months?
True
False
Which programming package has the "Sports Pack" included?
Choice
Entertaiment
Ultimate
Premier
How much is the Sports Pack for DIRECTV via Internet
$7.00
$14.99
$19.95
$64.99
How do you access the MST (Mobile Sales Tool)?
CCKM - Report
CCKM - Link Center
DIRECTV.Com
WWW. MST.Com
True or False: Customers can stream in home simultaneously?
True
Fasle
What is an Access Card?
The access card is a incoming signals and converts the signal to picture and sound. Common receiver models include D – Standard, R – DVR, H – High Definition, and HR – High Definition DVR. The Receiver will also be referred to as an IRD internally, which stands for Integrated Receiver/Decoder (also known as a set-top box).
The access card allows the customer to control the Receiver. The remote can also be programmed to control a TV and other devices.
The access card is used to transmit signals to the entire continental United States and Mexico. CONUS is used to transmit national networks, sports packages, and premium channels to all subscribers.
The access card decodes programming and determines which programming is authorized. The access card also provides essential billing information
True or False: DIRECTV via Internet customer has to be on autopay?
False
True
With the DIRECTV via Satellite setup, what if the customer signal goes out?
(a)
Customers can cancel service within the first __days of purchase to avoid charges.
10
30
14
5
Entertainment Tool is used for....
Interactive tool that combines several tools and provides detailed DIRECTV channel information, including channel numbers, call letters, and genre...
Interactive sales tool that covers features and benefits, along with talking points and required disclosures, for premium movie and sports channels.
A sales tool that provides quick access to information about DIRECTV products and Services.
Tools homepage to assist frontline employees supporting DIRECTV customers.
How much is the Sports Pack for DIRECTV via Satellite
$13.99/mo
$4.99/mo
$5.99/mo
$19.95/mo
If the customer needs an additional Gemini Air Device how much is it monthly?
$4.99
$7.00
$14.00
No Charge, all devices are free
True or False: Spanish Language can be an add-on to any of the 4 popular packages?
False
True
In CCKM the "Link Center" you can access what....
Tools
Guidebook
Customer Information
Webphone
True or False: If a customer starts watching a show on one TV, can they pick up where they left off on their mobile device?
False
True
What is the “Link Center” used for?
Additional Tools
Look up an article
Look up programming information
DIRECTV.Com
How do you access the Competitive Edge Tool?
DIRECTV.Com
CCKM - Report
CCKM - Home
CCKM - Link Center
How much is the Regional Sports Fee?
$7.00 monthly depending on the customer Zip code
$15.99 monthly depending on the customer Zip code
$17.99 monthly depending on the customer Zip code
No Additional Charge
Competitive Edge Tool is ....
A sales tool that provides quick access to information about DIRECTV products and services.
A tool that compares DIRECTV to other local competitors in a customer’s area by their ZIP code.
Residential – Interactive tool that covers Channel Lineup, Package Compare, and Programming Packages
For Bundles sales orders, see the required disclosures, based on provider. Note: Read all disclosures that apply to order. (next sentence does not apply to BGI; Skip this information in CCKM). Order Confirmation Select the following options as they apply to the order.
How many ways in CCKM can you located the “Link Center”
2
1
5
4
True or False: DIRECTV offers 4k?
True
False
Gemini Air plug in which TV port?
(a)
What is a good alternative for customers to get their Local Channels? (Select all that applies)
LCC (Local Channel Connector)
None of the above
Antenna
Coax cable
USB Cable
How much is the Advanced Receiver Fee?
$7.00 monthly
$15.00 monthly
$0.00 monthly
$13.99 monthly
To qualify for the $10.00 discount, customer must be enrolled in ______
Autopay
Entertaiment Package
Have the Premium promotion
Choice Package
