Internal PKT June 2019

20 Questions | Total Attempts: 700

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Internal PKT June 2019 - Quiz

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

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