Mlq - Bhc - Feb 2012

15 Questions | Total Attempts: 152

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Management Quizzes & Trivia


Questions and Answers
  • 1. 
    Select the applicable info that is required to successfully validate a caller (multiple answers)
    • A. 

      Customer first and last name

    • B. 

      Password

    • C. 

      Confirm Service Address, no postal code (SNR & Fictitious A/C – Billing address, no postal code)

    • D. 

      Frequent long distance number on bill

    • E. 

      Last or/ Current account balance

    • F. 

      Billing Date

    • G. 

      Customer Code (3 digits)

    • H. 

      All of the above

  • 2. 
    Select the correct promotion for a customer with a 3yr contract with the new Multi-Product Savings offer.
    • A. 

      10 off LL or 1FL, DSL, Mobility and $150.00 credit on mobility product

    • B. 

      $10 off LL or 1FL, DSL and $150.00 credit on mobility product plus Free Install

    • C. 

      $10 Off LL or 1FL, DSL, Mobility plus Free Install

    • D. 

      None of the above

  • 3. 
    Customer stated their telephone number is incorrect in the 411 listings, what do you do?
    • A. 

      Transfer to General Inquiries

    • B. 

      Transfer to Yellow Pages

    • C. 

      Base on Infozone Doc “ Directory Error “ Place a R order to correct

    • D. 

      None of the above

  • 4. 
    Customer installing 2 voice accesses and DSL is eligible for $5 on each access
    • A. 

      True

    • B. 

      False

  • 5. 
    Once a customer agrees to take Bell Web Essential Bundle, and you submit the WOT order, the expected turnaround time for their website to be up on line is?  
    • A. 

      Next business day

    • B. 

      Same day

    • C. 

      4 business days

    • D. 

      2 business days

  • 6. 
    When do you charge for a prestige number?
    • A. 

      Sometimes, at agent's discretion

    • B. 

      Never

    • C. 

      Customer requesting for a specific number

    • D. 

      None of the above

  • 7. 
    With Business internet fax you can send and receive?
    • A. 

      Up to 300/1000 faxes per month and get a free toll free number

    • B. 

      Up to 250/1000 faxes per month

    • C. 

      Up to 300/900 faxes per month

    • D. 

      Unlimited fax monthly with a free toll free number

  • 8. 
    What is the maximum file size for faxes sent/receive using the Business internet fax?
    • A. 

      1 MG

    • B. 

      2 MG

    • C. 

      10 MG

    • D. 

      8 MG

  • 9. 
    What is the billable mnemonic for the $125 activation charge and $115 jack charge when adding a Local Link line with a jack?
    • A. 

      IDA &3IL

    • B. 

      DIV &3IL

    • C. 

      IDA&DIV

    • D. 

      ILL & 3IL

  • 10. 
    What is the work force and work unit to add G/Speed?
    • A. 

      B 001

    • B. 

      C 001

    • C. 

      B 000

    • D. 

      Work Force/ Work Unit vary base on iqual qualification

  • 11. 
    When adding Guaranteed speed 18 mg download and 7 mg upload what modem is required?
    • A. 

      2 Port Wireless Modem

    • B. 

      Standard Modem

    • C. 

      CPE

    • D. 

      Connection Hub

  • 12. 
    Customer has copper phone line but wants fibre internet, customer is qualify based on iqual, however customer refused to change lines from copper to fibre, what step should be taken to give the customer internet on fibre?
    • A. 

      Send off dryloop template to give customer internet service on fibre

    • B. 

      Create EOM order and BCRIS order

    • C. 

      Transfer customer to New IN DEPT to issue order

    • D. 

      None of the above

  • 13. 
    What was the new download and upload speed that was introduce for customer on cooper?
    • A. 

      15/7

    • B. 

      12/7

    • C. 

      10/7

    • D. 

      18/7

  • 14. 
    When creating a fibre account it is mandatory to add AIB on KDSLB(Local Link) or BDSLB(1FL)?
    • A. 

      True

    • B. 

      False

  • 15. 
    What is the first step to be taken to qualify a customer for fibre internet?
    • A. 

      Qualification using Service Address Query

    • B. 

      Qualification using EOM

    • C. 

      Qualification using Iqual

    • D. 

      Qualification through View