Service Advisor August Exam

10 Questions | Total Attempts: 48

SettingsSettingsSettings
Service Advisor August Exam - Quiz

Here is the exam for August. . Questions are a bit easier now. . Don't cheat. Let's make this challenging. Yes this may have impact on your KPI. . 10 questions for 8 minutes. And you have eto get 9 out of 10. Have Fun!


Questions and Answers
  • 1. 
    Subscriber Andy asks regarding his prepaid Smartbro account. He inquires which other subscriptions are available. The Service Advisor knows that the Prepaid Smartbro subscriptions include the following EXCEPT:
    • A. 

      Unlisurf

    • B. 

      Flexitime

    • C. 

      All text

    • D. 

      None of the above

  • 2. 
    Tony, an iPhone user, asks why Smart charges him of IOSMS whereas he thought iMessages are always free as long as he has an internet connection. The Service Advisor should respond by:
    • A. 

      “I apologize for this system error; I’ll endorse you to aftersales to file a dispute right away.”

    • B. 

      "It may be due to the iMessage activation. Since your iPhone is using your phone number for iMessages, your iPhone will send an SMS to Apple servers overseas for every activation attempt to verify the phone number.”

    • C. 

      “Please check your contacts; there may be an instance that one of them is on roaming.”

    • D. 

      “You may have been using an app which sends international outgoing messages. We’ll have to single it out to identify the cause. It’s either we manually test each app or you could back the data up on iTunes and delete all data on the phone.”

  • 3. 
    Smartphone newbie Alex is having difficulties choosing a new phone. He then asks the Service Advisor for assistance. He asks what does the proximity sensor do?
    • A. 

      The proximity sensor is tagged with your GPS which senses the atmosphere surrounding your handset. With the proximity sensor’s help, your phone can now gather location data more accurately.

    • B. 

      The proximity sensor is simply your front camera.

    • C. 

      The proximity sensor is a light sensor near the earpiece. Any blockage of light towards the sensor will trigger its functions, such as turning the phone screen off during calls to prevent unintentional screen commands.

    • D. 

      The proximity sensor is the main chip used for Near Field Communication. It interacts with another sensor located on either the phone’s back panel, or the batteries to facilitate NFC.

  • 4. 
    Smartphone newbie Alex is having difficulties choosing a new phone. He then asks the Service Advisor for assistance. He asks what RAM is for?
    • A. 

      RAM is basically the available memory for applications to run. The higher the RAM, the more applications you can simultaneously run.

    • B. 

      RAM is basically the processing speed. The more RAM, the faster your applications will run.

    • C. 

      RAM is basically the main memory. The more RAM, the more applications you can install.

    • D. 

      RAM is basically the video capacity. The more RAM, the better your video quality will be.

  • 5. 
    Subscriber Roy says, “I am becoming frustrated with the service! My line has been cut again! This is getting really annoying! Where else can I pay my bills?!” The voice of the customer would be:
    • A. 

      Inquiry

    • B. 

      Complaint

    • C. 

      Internal

    • D. 

      Request

  • 6. 
    Subscriber Tirso is back again. This time, he asked why does Apple mandatorily asks for his credit card information when he created the Apple iD when he is not authorizing any purchases yet. What would be the best response?
    • A. 

      “I’m afraid credit cards are mandatory for all Apple iD’s since September 22nd, 2014 as stated in the Apple Terms and Conditions.”

    • B. 

      “Not to worry, there are ways to create a free Apple iD without the need of credit card information; however, I’m afraid we’ll have to use another email for this.”

    • C. 

      “I’m afraid we can create a free Apple iD without the use of a credit card only upon activation of a new iPhone or iPad.”

    • D. 

      “We can create that Apple iD without the use of a credit card by creating it thru settings – iCloud”

  • 7. 
    Subscriber Dennis angrily comes to the store saying “Smart’s data network is a lie! The speedtest says I have 5.5 mbps. But when I download on my Samsung Galaxy S6, the speed only goes as high as 700kbps!”. The Service advisor’s best response would be:
    • A. 

      “The speed is measured by bits, and your download is measured by bytes, which is comparable to 8 bits. So your speed is 5.5 megabits per second and your download is showed as 700 kilobytes per second.”

    • B. 

      “The Samsung Galaxy S6 intelligently divides your data. Thus, you may still have a good browsing experience even when downloading something else.”

    • C. 

      “I apologize, but the network does slow down the speed when downloading files, but rest assure that your actual speed is still 5.5mbps”

    • D. 

      "This is in-congruence with the speed test and the actual speed; I’ll create a report right away.”

  • 8. 
    Subscriber Deza comes to the store complaining multiple charges on SMS. She claims this is because of those times when she texts her husband. There are times when she only sends one SMS and her husband receives 5-8 duplicates of that message. How should the Service Advisor respond?
    • A. 

      This is a case of multiple receipts of SMS; the subscriber is only charged once. The issue is with the ‘B’ number

    • B. 

      This is a case of multiple receipts of SMS; the subscriber was charge multiple times. The issue is with the ‘B’ number.

    • C. 

      This is a case of multiple receipts of SMS; the subscriber is only charged once. The issue is with the ‘A’ number.

    • D. 

      This is a case of multiple receipts of SMS; the subscriber was charge multiple times. The issue is with the ‘A’ number.

  • 9. 
    Smartphone newbie Alex is having difficulties choosing a new phone. He then asks the Service Advisor for assistance. He asks how MMS messaging works on Smartphones.
    • A. 

      For MMS messaging, both parties must be connected thru cellular data.

    • B. 

      For MMS messaging to work, both parties must have internet connectivity.

    • C. 

      MMS messaging works just like SMS, but with media files.

    • D. 

      MMS messages will work if the receiver is the only one connected to the internet.

  • 10. 
    Subscriber Jacob has a postpaid plan (ALL-IN 1200). He uses a Blackberry Curve 9200. He then asks what would give him the best value for his plan when he will only use his device strictly for emails, calls, and texts to all networks?
    • A. 

      BBEMAIL 299, TRINET 400

    • B. 

      BBEMAIL 299, TALKALL 249, TXTALL 249

    • C. 

      ALLIN299, TALKALL 249, TXTALL 249

    • D. 

      BBFULL, TALKALL 249, TXTALL 249

Back to Top Back to top