Telecommunication Plans Quiz
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Questions and Answers

What is the plan fee for the Talk & Save Canada & US Unlimited plan?

  • $10.95
  • $15.95 (correct)
  • $2.95
  • $0.03

    • The Talk & Save Canada & US 200 plan includes 100 minutes for calls.

    False

    What is the network fee for the Talk & Save Canada & US 1000 plan?

    $2.95

    The Talk & Save Canada & US $0.03 plan charges _____ per minute for calls.

    <p>3¢</p> Signup and view all the answers

    Match the following plans with their included minutes:

    <p>Talk &amp; Save Canada &amp; US Unlimited = Unlimited minutes Talk &amp; Save Canada &amp; US 1000 = 1,000 minutes Talk &amp; Save Canada &amp; US 200 = 200 minutes Talk &amp; Save Canada &amp; US $0.03 = No included minutes</p> Signup and view all the answers

    Which plan has better international rates?

    <p>Talk &amp; Save Canada &amp; US Unlimited-PLUS INTERNATIONAL</p> Signup and view all the answers

    All plans listed under Talk & Save Canada & US have a network fee.

    <p>True</p> Signup and view all the answers

    What is the charge per minute after exceeding the included minutes in the Talk & Save Canada & US 200 plan?

    <p>3¢</p> Signup and view all the answers

    Who pays for the call when a toll-free number is dialed?

    <p>The person receiving the call pays.</p> Signup and view all the answers

    The __________ number is a way to make an inexpensive collect call.

    <p>toll-free</p> Signup and view all the answers

    Match the services to their availability:

    <p>Toll Free Numbers = Available in ComparAction and Talk &amp; Save ComparAction = Service available Talk &amp; Save = Service available Sears Connect = Service not available</p> Signup and view all the answers

    What is the first step an agent should follow when answering a call?

    <p>Thank the customer for calling and introduce themselves.</p> Signup and view all the answers

    If a caller is not the account holder, the agent should proceed without confirmation.

    <p>False</p> Signup and view all the answers

    What should the agent do if the caller does not provide their name?

    <p>Ask for the caller's name.</p> Signup and view all the answers

    Which of the following information needs to be entered in the Top Level Information section? (Select all that apply)

    <p>Billing Telephone Number</p> Signup and view all the answers

    You should reactivate an old account for a customer.

    <p>False</p> Signup and view all the answers

    What is the default login name when enabling Self-Care for a customer?

    <p>Customer's email address</p> Signup and view all the answers

    Always offer __________ as the Delivery method.

    <p>Online</p> Signup and view all the answers

    Match the fields to their corresponding actions during customer enrollment:

    <p>Billing Telephone Number = Input customer’s billing contact PAP-CC = Click on Update Card Information LOA Type = Always select Letter of Authorization Sales Source = Select the source of the sale</p> Signup and view all the answers

    Which payment method should be offered first before other options when enrolling a customer?

    <p>PAP</p> Signup and view all the answers

    It is essential to read back information about the LSP and telephone number being added.

    <p>True</p> Signup and view all the answers

    What information should be proposed only after successfully creating an account?

    <p>Pre-authorized payment options</p> Signup and view all the answers

    What is the first step to take when addressing a customer's claim of double billing?

    <p>Confirm the customer is active</p> Signup and view all the answers

    If a customer is using a calling card, it is considered double billing.

    <p>False</p> Signup and view all the answers

    What should a customer provide if they believe they are being double billed?

    <p>A faxed copy of their invoice or at least 3 call details.</p> Signup and view all the answers

    If a customer wishes to block their long distance, they must specify whether to block it _____ or on a specific date.

    <p>now</p> Signup and view all the answers

    Match the following steps related to double billing with their respective actions:

    <p>Step 1 = Check account status Step 2 = Confirm fees being charged Step 3 = Verify dialing method Step 4 = Ask for proof of calls</p> Signup and view all the answers

    What happens to fees when on CoNo 34 (Sears Connect)?

    <p>Network fees continue to be charged</p> Signup and view all the answers

    Unblocking a customer's long-distance service takes 12 hours.

    <p>False</p> Signup and view all the answers

    What should be done if a customer is active but refusing to pay their bills?

    <p>Open a ticket with the Due Assigned User Technical Issue.</p> Signup and view all the answers

    What should an agent do if a customer is not satisfied after explaining that a supervisor will look into the issue?

    <p>See the supervisor on the floor</p> Signup and view all the answers

    Agents should ignore customer requests if the supervisor is involved.

    <p>False</p> Signup and view all the answers

    What is the minimum balance amount for which a ticket can be opened for inactive accounts?

    <p>$10</p> Signup and view all the answers

    Agents must confirm the customer's mailing address to ensure there are no ________ numbers missing.

    <p>suite/apartment</p> Signup and view all the answers

    Match the customer complaints with the corresponding actions required:

    <p>CARP Membership Issue = Confirm mailing address CAA Dollars Issue = Open ticket with Assigned User Affinity Membership Inactive Account with $10 balance = Open ticket for Tier 1 Blocked Account with 50% payment = Open ticket for Tier 1</p> Signup and view all the answers

    Which action is NOT part of the One-Time Payment procedures?

    <p>Submit the payment without confirmation</p> Signup and view all the answers

    Agents should confirm if customers have not received their membership card/package or just the Zoomer magazine.

    <p>True</p> Signup and view all the answers

    What is the process followed to submit a ticket for a customer complaint regarding CARP membership?

    <p>Confirm mailing address, check for missing items</p> Signup and view all the answers

    What is the cost per minute for international calls under the limited 12-month plan?

    <p>$0.05/minute</p> Signup and view all the answers

    Match the following features with their corresponding descriptions:

    <p>$6.00 = Monthly cost for the limited 12-month plan 30 = Bonus initial international minutes $0.05/minute = Rate for international calls 12 months = Duration of free international minutes offer</p> Signup and view all the answers

    Study Notes

    CDTel Agent Training Manual

    • The manual covers CDTel agent training for Canada Direct
    • 2024 Edition, by TL Adams
    • Provides information on the Canadian telecom industry, including Local Service Providers (LSPs), Long Distance Carriers, Service Bundles, Home phone features, calling cards, dial-around long distance, and toll-free numbers.
    • It details the roles and responsibilities of LSPs, which supply dial tone and home phone numbers, and additional services like call-waiting and call display.
    • Explains that LSPs are often the same as long distance providers, but this isn't always the case.
    • Local providers in Canada were once a monopoly.
    • 91% of Canadians currently have a local landline.
    • 73% of those still get their local service from their original provider.
    • Cable companies now represent 27% of local residential lines.
    • Most major provincial and regional providers are listed in the manual.
    • Long-distance carriers offer various service options such as per-minute charges, monthly plans, and calling cards, which can be bundled with other services.
    • Service bundles provide discounts on multiple services, like local phone service and long distance.
    • Describes various home phone features from call forwarding to call blocking.
    • Discusses dial-arounds, a method to bypass long-distance providers.
    • Two types of dial-arounds are non-calling cards (e.g., Distributel, 10-10 Yak) and calling cards, both differing in billing and usage.
    • Calling cards usually come in postpaid or prepaid forms.
    • Toll-free numbers let customers make long-distance calls without incurring charges themselves.
    • Businesses and individuals who need calls routed through a company frequently use them.
    • CDTel is a telecommunications company established in 2003 focused on affinity marketing.
    • It's the largest long-distance reseller in Canada, offering services under three main brands.
    • CDTel partners with organizations like CARP and CAA.
    • Payment methods include pre-authorized credit cards, bank debits, and invoices.
    • Payment methods are available online (using their respective websites) and offline (at the bank).
    • Includes a section on network and paper fees, with different charges for various plans and services. Additionally, there's a late fee, applicable only to certain plans.
    • It details how to suppress bills if the amount due is less than $10.
    • An online statement option is available since 2007.
    • ComparAction, a long-distance-savings program using the "Rate and Compare" method, is described.
    • It compares three cheapest/best plans to ensure customers get the most economical option.
    • The program is open to anyone but frequently offered to partner organizations like CARP, CAA, and Sears.
    • The program differentiates between different business units, each having a distinct partner discount and various other features.
    • Information about a number of different plans (by province) is presented, including rates and features.
    • Additional services like a monthly service charge with no usage for twelve consecutive months and several plans for different needs and types of use are mentioned.
    • Addresses customer billing concerns, offering various plans that match customer needs and situations (e.g., talk and save for specific usage types, a 1,000 and 200-minute plan which allows customers to make a certain amount of minutes for a specific fee), and clarifying billing issues.
    • Outlines the procedures for changing payment methods.
    • Describes procedures for handling customer issues, such as re-activating canceled accounts, inbound cancellations, and more.
    • Provides information on how to handle customer disputes regarding enrollment, affinity membership issues, and other concerns.
    • Explains how to generate and apply credits for customers.
    • Details procedures for applying credits.
    • Addresses procedures for handling changes in customer information or moving plans.
    • Explains how to handle connectivity issues for customers.
    • Describes how to document calls in ACME.
    • Provides information on billing cycles, both for ComparAction and Talk&Save.
    • Includes an FAQ section on sales source details, explaining the different ways customers learn about the services (different sales channels such as websites, prior customer relations, word-of-mouth).
    • Lists various provincial telecom companies in Canada.

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    Related Documents

    CDTel Agent Training Manual 2024 PDF

    Description

    Test your knowledge about the Talk & Save Canada & US plans with this quiz. Dive into details like charges, included minutes, and toll-free number services. Ideal for those looking to understand telecommunication pricing and services better.

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