Measured Learning Quiz - May 2010 - Brownhill

10 Questions | Total Attempts: 106

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Measured Learning Quiz - May 2010 - Brownhill

Measured Learning Quizzes focus on 3 main categories: Customer Experience, Process, and Product.


Questions and Answers
  • 1. 
    A Customer is looking for a basic internet service with 9 E-mail addresses, 1 standard modem, 1 standard back up modem, 1 static IP address and 100 hours Dial back up. Using the current promotions, how much would you quote your customer for this bundle if he opted for a 1 year contract?
    • A. 

      $94.50

    • B. 

      $97.00

    • C. 

      $99.50

    • D. 

      $102.00

  • 2. 
    An existing Customer is adding 1 Local Link in rollover with 1 jack and a Pots Splitter. Using the current promotions, what would be the Non Recurring Charges (NRC’s) for this order?
    • A. 

      $172

    • B. 

      $268

    • C. 

      $323

    • D. 

      $440

  • 3. 
    True or False A Local Link customer with voicemail can change his personalized greeting by pressing *98 from their business phone when there aren’t any NEW messages waiting?
    • A. 

      True

    • B. 

      False

  • 4. 
    You sold a new Local Link (without rollover or voicemail) without dialling restrictions on a 3 year contract to an existing unregulated PIC Bell customer in rate band B1.  Please select the option that includes all of the USOC required to place this order.
    • A. 

      EXXLR, FTRPA, NCOSO, BL911, FLNB3

    • B. 

      EXXLR, FTRPA, NCOSO, BL911, RLNB3

    • C. 

      EXXLR, FTRPA, NCOSO, BL911, FLPB3

    • D. 

      EXXLR, FTRPA, NCOSO, BL911, RLPB3

  • 5. 
    You sold a new BIS with a static IP on May 28th. What due date options do you provide your customer? (as per recent communication from Marketing)
    • A. 

      Rapid activation (no tech visit) in 5 business days and Regular activation (with professional tech installation) in 7 business days

    • B. 

      Rapid activation (no tech visit) in 7 business days and Regular activation (with professional tech installation) in 10 business days

    • C. 

      Rapid activation (no tech visit) in 2 business days and Regular activation (with professional tech installation) in 4 business days

    • D. 

      Rapid activation (no tech visit) in 7 business days and Regular activation (with professional tech installation) in 5 business days

  • 6. 
    A customer calls in and says that the previous business owner is deceased and wants to take over the business number and directory advertising.  What documents to you send them to complete?  ***there may be multiple answers***
    • A. 

      515 Credit History form

    • B. 

      1404

    • C. 

      Letter of Indemnity

    • D. 

      No documents required since it is a Verbal Transfer of Responsibility

  • 7. 
    Please select the statement(s) that follow the proper hold guidelines. ***there may be multiple answers***
    • A. 

      “That’s a great question! I’m going to need to put you on hold while I look into that for you. (90 second hold)…..Ok, so here’s what I was able to find….”

    • B. 

      “That’s a great question! Would you mind holding for a minute while I look into that for you?..(45 second hold)........thank you very much for holding”

    • C. 

      That’s a great question! Would you mind holding for a minute while I look into that for you? (60 second hold)….Ok, so here’s what I was able to find…”

    • D. 

      “That’s a great question! Let me get assistance with your request….(30 second hold)….Thank you very much for holding…..”

  • 8. 
    What is expected when transferring a customer to another department? ****there may be multiple answers*****
    • A. 

      Advise the customer that you will need to transfer him to another department

    • B. 

      Warm transfer the customer (up to a maximum of 5 minutes), explain the situation to the other department, and conference the customer in

    • C. 

      Provide the customer with the direct number in case they need to call back later

    • D. 

      Provide the customer with the direct number and tell them to call back later

  • 9. 
    How do you validate a caller who is not listed on the 515 (Credit History)? ***there may be multiple answers***
    • A. 

      Ask to speak to one of the listed responsible person on the file, and continue the call with them

    • B. 

      Ask to speak to one of the listed responsible person on the file, and get their permission to speak to the person calling in

    • C. 

      Confirm the business address and the directory listing

    • D. 

      Confirm the business name and directory listing

  • 10. 
    You changed a customer’s Per Minute toll plan to Per Call today.  How much will the customer get billed for a 13 minute call to Vancouver on the new Per Call plan?  
    • A. 

      $0.45

    • B. 

      $0.55

    • C. 

      $0.90

    • D. 

      $1.10

    • E. 

      $1.40

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