Billing Assessment Quiz: Trivia! MCQ
(118).jpg "Billing Assessment Quiz: Trivia! MCQ - Quiz")
Do you know what a billing assessment is? Companies use a billing assessment to make sure that they are not paying too much for a service. Individuals can also use it to make sure they are not paying too much for services received from their phone or cable provider. Medical billing companies and insurance companies most widely use billing assessment. This analysis can show you revenue loss due to overpayment by you or underpayment by a vendor who provides a service. This quiz will be beneficial for you so that you know how to keep your money in check.
- 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.
Correct Answer
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.Explanation
The best way to handle Mrs. Koda's request to save money is to use the Offer Management Tool to find an appropriate offer for her. It is important to speak to the value of the service and provide downgrade options if necessary. If Mrs. Koda threatens to discontinue services or switch providers, the call should be transferred to the Retention Department for further assistance.Rate this question:
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- 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
Correct Answer
C. ($159.99/31)*12 daysExplanation
The customer upgraded to the $159.99 bundle, which has a billing cycle of 31 days. The partial charge is calculated by dividing the cost of the bundle by the number of days in the billing cycle and then multiplying it by the number of days the customer used the service. In this case, the customer used the service for 12 days, so the partial charge would be ($159.99/31)*12 days.Rate this question:
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- 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.
Correct Answer
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. -
- 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.
Correct Answer
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.Explanation
The customer's concern is that her payment made last week was not reflected on her most recent bill. The correct answer suggests addressing the customer's concern by informing her that the payment was received after the billing date of July 21st, which is why it was not reflected on the bill. However, the representative assures the customer that they would be happy to review her account balance with her.Rate this question:
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- 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
Correct Answer
A. Neptune -
- 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.
Correct Answer
A. Educate the customer on their current services and what they would lose by disconnecting. .Explanation
The CAE should educate the customer on their current services and what they would lose by disconnecting. This is important because it allows the customer to make an informed decision and understand the consequences of disconnecting or downgrading their services. By providing this information, the CAE can help the customer make the best decision for their needs and potentially prevent them from disconnecting altogether.Rate this question:
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- 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.
Correct Answer
B. Pay the entire balance now over the pHone, at a service center or pay the collection agency directly.Explanation
To avoid permanently damaging his credit score, the customer in collections status needs to pay the entire balance now over the phone, at a service center, or pay the collection agency directly. This ensures that the outstanding debt is cleared and there are no delinquent accounts or unpaid bills that could negatively impact the customer's credit history.Rate this question:
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- 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.
Correct Answer
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.Explanation
The best course of action is for the CAE to identify the box from which the movie was ordered and educate the customer on how to use the Parental Control and Purchase code features. This action not only addresses the immediate concern of the disputed charge but also provides a solution to prevent similar issues in the future. By educating the customer on how to use these features, Mrs. Reynolds will have more control over what can be ordered and viewed in her household, reducing the likelihood of unauthorized purchases.Rate this question:
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- 9.
Which documents ( containing CAE-offered promotion rates) can be used on a regular basis when informing the customer of current promotions?
- 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
Correct Answer
A. CASPER's Monthly Upgrade Marketing Campaigns and the Offer Management ToolExplanation
CASPER's Monthly Upgrade Marketing Campaigns and the Offer Management Tool can be used on a regular basis when informing the customer of current promotions. These documents contain CAE-offered promotion rates and provide the necessary information to effectively communicate the promotions to the customer.Rate this question:
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- 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.
Correct Answer
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.Explanation
The correct answer is to 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. This is the appropriate step to address Mr. Seacrest's concern because it allows for a thorough investigation of the issue by reviewing the account history. By changing the box data screen and rate codes, any incorrect charges can be corrected. Back-dating the account to the date of the box exchange ensures that Mr. Seacrest is not charged for a service he no longer has.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
If a customer has filed for bankruptcy, their debts are typically discharged and they are relieved from the obligation to repay those debts. In this case, if the equipment charges were included in the bankruptcy, it means that they were listed as a debt to be discharged. If the equipment was stolen, it would be considered a loss and therefore included in the bankruptcy write-off. Therefore, the statement "the equipment charges may be included in the bankruptcy write-off if the equipment was stolen" is true.Rate this question:
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- 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
Correct Answer
B. FalseExplanation
The statement is false because there is no mention of any one-time fee of $5 when a customer signs up for the Eco-bill. Therefore, customers will not be charged a one-time fee of $5 when signing up for the Eco-bill.Rate this question:
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- 13.
The billing overview tab - PAYMENT CENTERS - only provides a link to get directions to the service centers.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The billing overview tab - PAYMENT CENTERS - does not only provide a link to get directions to the service centers. There may be other information or options available on that tab, such as different payment methods, contact information, or additional resources related to payment centers.Rate this question:
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- 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
Correct Answer
B. FalseExplanation
A customer is not necessarily transferred to the Collections Department if the account is active with an outstanding balance. The Collections Department is usually responsible for handling overdue or delinquent accounts, not necessarily all accounts with outstanding balances. Therefore, the statement is false.Rate this question:
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- 15.
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.
Correct Answer
B. A compliant sidegrade because the difference in price is more than the $5 ARPU sidegrade rule.Explanation
This scenario is an example of a compliant sidegrade because the difference in price between the previous cable promo and the next higher cable service is more than the $5 ARPU sidegrade rule.Rate this question:
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- 16.
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
Correct Answer
A. TrueExplanation
A compliant upgrade refers to a situation where a customer is sold an additional core product, such as cable, phone, or internet, along with an increase in price of at least $15 per month. This means that in order for an upgrade to be considered compliant, it must meet both criteria of adding a core product and increasing the monthly price by at least $15. Therefore, the given statement is true.Rate this question:
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- 17.
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
Correct Answer
B. The fiscal February bill or between Jan 22, 2011 and Feb 21, 2011Explanation
The latest Comcast rate increase reflected on customer's bills between January 22, 2011, and February 21, 2011, which is the fiscal February bill. This means that customers would have seen the rate increase on their bill for that specific billing period.Rate this question:
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Current Version
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Mar 19, 2023Quiz Edited by
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Feb 11, 2011Quiz Created by
Vegan
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