Internal PKT June 2019

20 Questions | By Greatchief247 | Last updated: Mar 20, 2022 | Total Attempts: 700

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Developed By: Henry A. Cole

Questions and Answers

1.

The subscription cost for JobAlert SL is Le.250 per delivery
- A.
  
  True
- B.
  
  False
2.

Each 380 Salone Service category comes at mere charge of Le 1500/week with 1 daily free content.
- A.
  
  True
- B.
  
  False
3.

To check their registration (KYC) status, customers dial *999#
- A.
  
  True
- B.
  
  False
4.

To check their Pro bundle balance, customers dial *137*11#
- A.
  
  True
- B.
  
  False
5.

An important aspect of customer service is dealing with complaints. What steps are required to resolve customer service complaints? Select one of the following:
- A.
  
  All of these answers are correct
- B.
  
  Listen to their problem
- C.
  
  Sympathize with their situation
- D.
  
  Ask how they would like problem to be resolved
6.

A Call Center is defined as:
- A.
  
  The midpoint in duration of a telephone call
- B.
  
  A revenue sink hole of a company
- C.
  
  A place where middle-of-the-road calls coexist with liberal and arch-conservative calls
- D.
  
  A location where complaints and problems are converted into successful saves for your customers and your company
7.

Browse at any time of the day. Pay Le.7500 and browse/download for 30minutes. The USSD code for this service is
- A.
  
  *577#
- B.
  
  *807#
- C.
  
  *800#
- D.
  
  *425#
8.

Little Things Such as Taking Pride in Your Work, Smiling, Being Alert and Aware, and Not Being Afraid to Ask can all influence the service you give to the customer?
- A.
  
  True
- B.
  
  False
9.

CDR allows customer care reps to see real text messges sent by the customer and the receiving party
- A.
  
  True
- B.
  
  False
10.

YO! 990 SLL give customers the opportunity to receive 7 Mins Orange to Orange calls + 10 Orange SMS just for you
- A.
  
  True
- B.
  
  False
11.

It is possible to tag a call on the Avaya Tripple AD
- A.
  
  True
- B.
  
  False
12.

The way you dress and take care of your general appearance are important factors in personal presentation. Why is it important to present yourself well? Select one of the following:
- A.
  
  To give a good impression of yourself and the organization
- B.
  
  To help you feel more confident and capable
- C.
  
  First impression are important in a service environment
- D.
  
  All of these are correct
13.

The short code for Salone Packs is 252
- A.
  
  True
- B.
  
  False
14.

Customers who buy a new sim card can benefit Le500 credit for onnet calls plus 5mb after KYC for the first recharge via scratch card, E-voucher and Orange money.
- A.
  
  True
- B.
  
  False
15.

Bomba night extra gives customers the opportunity to make unlimited on-net calls from 11pm to 1am everyday upon successful subscription.
- A.
  
  True
- B.
  
  False
16.

Night Kola give customers the opportunity to make unlimited on-net calls from 12am to 5am and also unlimited on-net SMS plus 10mb for browsing.
- A.
  
  True
- B.
  
  False
17.

Handling customer complaints effectively not only resolves immediate problems, but it can help to: Select one of the following:
- A.
  
  Gain customer loyalty
- B.
  
  Build customer satisfaction
- C.
  
  Lead to improvements that are customer focused
- D.
  
  All of these answers are correct
18.

Postpaid customers can also make on-net calls for as low as Le.650 per minute
- A.
  
  True
- B.
  
  False
19.

The short code for SL Job Alert service is 480
- A.
  
  True
- B.
  
  False
20.

Nakk Am now gives customers the opportunity to predict for at least 6 matches
- A.
  
  True
- B.
  
  False