Billing Assessment

18 Questions
Online Assessment Quizzes & Trivia

Please spend the next 20 minutes taking this 16 question assessment to test your billing knowledge. Be sure to answer all questions.

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Questions and Answers
  • 1. 
    Mrs Koda has unlimited CDV and Digital Premier at the regular monthly rate of $212.05.  She is calling in today to try and save some money.  How would this best be handled? 
    • A. 

      Advise Mrs. Kida that there is nothing you can do for her and proceed to end the call.

    • B. 

      Use the Offer Management Tool to find an appropriate offer for the customer; speak to the value of the service and provide downgrade options. If she threatens to discontinue services or switch providers, transfer the call to Retention.

    • C. 

      Immediately transfer Mrs. Koda to the Retention Department.

    • D. 

      Advise Mrs. Koda that the only way to lower her bill is to downgrade her services.

  • 2. 
    A customer upgraded his services from the $129.99 to the $159.99 bundle.  His billing cycle is A/20 and he made the change on July 8th.  How would you calculate his partial charge? 
    • A. 

      ($129.99/30)*12 days

    • B. 

      ($159.99/31)*13 days

    • C. 

      ($159.99/31)*12 days

    • D. 

      ($129.99/31)*12 days

  • 3. 
    Mr Hamilton changed his internet service on July 1 and his billing cycle begins on the 23rd of each month.  He received a bill for an additional 3 weeks of high speed internet service and asks "Why is this?".  How would you best explain the dates to him? 
    • A. 

      Mr Hamilton , it appears that you downgraded your HSI services on July 1st and your previous billing cycle ended on July 22. You were credit for these 21 days.

    • B. 

      Mr Hamilton, it appears you upgraded to a Dual Tuner DVR on July 1st and your previous billing cycle ended on July 22. You were charged for these 21 days.

    • C. 

      Mr Hamilton, it appears that you recently made an upgrade to the Blast level of HSI on July 1st and your previous billing cycle end on July 22. You were charged for these 21 days.

    • D. 

      Mr Hamilton, I see that you were incorrected billed for the extra period of service with our Blast Internet product. I will have your account credited.

  • 4. 
    Mrs. Lockwood made a payment last week and it was not reflected on her most recent bill.   She confirmed with her bank that her payment has already cleared.  The call to Comcast was made on July 28th and the billing statement was prepared on July 21st.  How would you address the customer's concern? 
    • A. 

      Inform the customer that it takes 21 days for a check to clear the system, including weekends and holidays.

    • B. 

      Let the customer know that we needed to receive her payment after the 21st of the month for it to record in the system. Since this was not the case, the payment was coded as a 'missed payment'.

    • C. 

      Tell the customer that there are 21 days in each billing cycle, which would account for the time it takes to receive, clear and apply the check payment to your account.

    • D. 

      Advise the customer that we received her payment after the billing date of July 21st. Because of this, it was not reflected at the time the bill was printed, however you'd be happy to review her account balance with her.

  • 5. 
    A customer calls to dispute some directory assistance charges.  What tool would you use to find the date, time of the directory assistance calls and adjust the account, if necessary? 
    • A. 

      Neptune

    • B. 

      CASPER

    • C. 

      CADM

    • D. 

      Zhichi

  • 6. 
    When a customer calls to disconnect or downgrade services, the CAE should: 
    • A. 

      Educate the customer on their current services and what they would lose by disconnecting. .

    • B. 

      Immediately transfer the customer to Retention.

    • C. 

      Transfer the customer to your CSS and have them submit a Tier II ticket.

    • D. 

      Follow the Corporate Escalation policy.

  • 7. 
    What does the customer in collections status need to do in order to avoid permanently damaging his credit score? 
    • A. 

      Pay the entire balance on www.comcast.com

    • B. 

      Pay the entire balance now over the phone, at a service center or pay the collection agency directly.

    • C. 

      The CAE should submit a Support Services Auto Refund-Disconnect Account Only research form.

    • D. 

      Call the credit agency and explain that the customer paid the incorrect amount.

  • 8. 
    Mrs. Reynolds, a long-time Comcast customer, is calling to dispute a charge for an adult movie.  She is very upset and insists that no one in her household ordered the movie.  John, a new CAE, empathizes with Mrs. Reynolds and takes some actions.  Select below the actions which are the best course of action. 
    • A. 

      He informs the customer that the PPV movies can only be ordered via the remote control and identifies the box from which the movie was ordered.

    • B. 

      He identifies the box from which the movie was ordered and educates the customer how to use the Parental Control and Purchase code features.

    • C. 

      He checks the Ledger to determine if the customer has previously called in for PPV credits.

    • D. 

      He gives the customer a credit for the movie in the adjustment screen.

  • 9. 
    • A. 

      CASPER's Monthly Upgrade Marketing Campaigns and the Offer Management Tool

    • B. 

      Rate Increase Document, CASPER Monthly Upgrade Marketing and the Offer Management Tool

    • C. 

      Rate Increase Document and the Offer Management Tool

    • D. 

      CASPER's Monthly Upgrade Marketing Campaigns and the Rate Increase Document

  • 10. 
    Mr. Seacrest is upset because he previously returned his DVR box at the service center and exchanged it for a digital converter about two weeks ago.  His bill still reflects the monthly charge for the DVR.  Choose the main steps involved to address his concern appropriately. 
    • A. 

      Advise Mr. Seacrest to go down to the service center to have this issue resolved.

    • B. 

      Review the account history, change the box data screen and remove the rate codes (if necessary) as of the date that the customer called in.

    • C. 

      Apologize to the customer and inform him that you are unable to assist. Transfer the call to the Retention Department.

    • D. 

      Review the account history, change the box data screen and rate codes; if necessary, have the account back-dated to the date when the box was exchanged.

  • 11. 
    If a customer has filed for Bankruptcy, the equipment charges may be included in the bankruptcy write-off if the equipment was stolen. 
    • A. 

      True

    • B. 

      False

  • 12. 
    When a customer is signing up for the Eco-bill, they will be charged a one-time fee of $5. 
    • A. 

      True

    • B. 

      False

  • 13. 
    The billing overview tab - PAYMENT CENTERS - only provides a link to get directions to the service centers. 
    • A. 

      True

    • B. 

      False

  • 14. 
    Generally, a customer is able to be transferred to the Collections Department if the account is active with an outstanding balance. 
    • A. 

      True

    • B. 

      False

  • 15. 
    A Zhichi form is to be completed when researching check payment discrepancies. 
    • A. 

      True

    • B. 

      False

  • 16. 
    A customer is rolling off a $79.99 cable promo and the CAE sells the customer the next higher cable service at $89.99/month.  This scenario is an example of: 
    • A. 

      A non-compliant upgrade because the difference in price is less than the $15 ARPU rule.

    • B. 

      A compliant sidegrade because the difference in price is more than the $5 ARPU sidegrade rule.

    • C. 

      A compliant upgrade because the CAE sold a higher priced bundle.

  • 17. 
    The definition of a compliant upgrade is selling the customer an additional core product (s) such as cable, phone or internet PLUS the difference in price is at least $15/month. 
    • A. 

      True

    • B. 

      False

  • 18. 
    When did the latest Comcast rate increase reflect on customer's bills? 
    • A. 

      February 1, 2011

    • B. 

      The fiscal February bill or between Jan 22, 2011 and Feb 21, 2011

    • C. 

      The fiscal March bill or between Feb 22, 2011 and March 21, 2011

    • D. 

      Jan 1, 2011