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 (B)

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 (A)</p> Signup and view all the answers

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

<p>True (A)</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. (B)</p> Signup and view all the answers

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

<p>False (B)</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 (A), Customer's first and last name (D)</p> Signup and view all the answers

You should reactivate an old account for a customer.

<p>False (B)</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 (D)</p> Signup and view all the answers

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

<p>True (A)</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 (A)</p> Signup and view all the answers

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

<p>False (B)</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 (A)</p> Signup and view all the answers

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

<p>False (B)</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 (A)</p> Signup and view all the answers

Agents should ignore customer requests if the supervisor is involved.

<p>False (B)</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 (A)</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 (A)</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 (C)</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

Flashcards

Limited 12 Month International Plan

A plan that offers a limited number of international minutes at no cost for the first 12 months.

International Minute Rate

The cost of making a call outside of the included free minutes.

Designated Countries

A list specifying the countries where free international minutes are available.

Initial Free Minutes

A promotional offer with initial free minutes that expire after a certain period.

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Grandfathered Plans

Plans that were previously offered but may not be available to new customers.

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New Account Creation

The first step in the customer enrollment process is to create a new account, never reactivating an old one.

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What is CRM?

This is a vital system for managing customer data and interactions.

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Entering Customer Information

Input all the necessary customer details, including billing information, contact details, and address.

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Delivery Method

The preferred delivery method for customer communications should always be Online.

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Pre-authorized Payment Options

Offer the customer a pre-authorized payment option like a pre-authorized credit card or bank debit. This should be done after the account creation.

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Information Verification

It's important to verify the accuracy of the customer's information before saving it in the CRM.

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Order Long Distance Line

The order for a long distance line is crucial and should never be forgotten.

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Adding Long Distance Service

Add telephone number, provider information, LOA type, and confirm the details with the customer before saving it.

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Toll-Free Number

A feature that allows customers to receive incoming calls on their home phone at the lowest long-distance rates through CompareAction.

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Toll-Free Service Fee

A monthly fee of $2.95 for using the Toll-Free Number service, only applied if you receive calls that month.

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Toll-Free Call

A service where callers call a toll-free number, and the call is forwarded to the customer’s home phone, with the customer paying for the call.

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Validate Customer Info

The process of confirming a customer's identity for security purposes.

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Paraphrase

A way of summarizing what the customer has said to ensure understanding.

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Introduction

The first step in a call, where the agent greets the customer and asks how they can help.

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Changing Conversion Number

The ability to change the forwarding number for a toll-free service.

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Cono

An internal identifier for a service plan.

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Talk & Save Canada & US Unlimited

A Talk & Save plan that provides unlimited calls to both Canada and the US. Includes a plan fee of $15.95 and a network fee of $2.95.

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Talk & Save Canada & US 1000

A Talk & Save plan offering 1,000 minutes for calls to both Canada and the US. After the included minutes, calls cost 3 cents per minute. This plan comes with a plan fee of $10.95 and a network fee of $2.95.

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Talk & Save Canada & US 200

A Talk & Save plan providing 200 minutes for calls to both Canada and the US. After the included minutes, calls cost 3 cents per minute. This plan has a plan fee of $2.95 and a network fee of $0.95.

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Talk & Save Canada & US $0.03

A Talk & Save plan that charges 3 cents per minute for calls to Canada and the US. This plan has no plan fee but does have a network fee of $0.95.

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Talk & Save Canada & US Unlimited-PLUS INTERNATIONAL

A Talk & Save plan similar to the Talk & Save - Canada & US Unlimited plan, but offering better international rates.

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Talk & Save Canada & US 1000-PLUS INTERNATIONAL

A Talk & Save plan similar to the Talk & Save - Canada & US 1000 plan, but offering better international rates.

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Talk & Save Canada & US 200-PLUS INTERNATIONAL

A Talk & Save plan similar to the Talk & Save - Canada & US 200 plan, but offering better international rates.

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Talk & Save Canada & US $0.03-PLUS INTERNATIONAL

A Talk & Save plan similar to the Talk & Save - Canada & US $0.03 plan, but offering better international rates.

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Double Billing

A situation where a customer is charged by both their existing local service provider and our program for the same service.

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Block Long Distance (Specific Date)

A request to temporarily disable long-distance calling on a specific date.

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Block Long Distance (Immediately)

A request to immediately disable long-distance calling.

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Unblock Long Distance

The process of restoring long-distance calling functionality after it has been blocked.

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Active & Refusing to Pay

A customer who has an active account but refuses to pay their bill.

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Customer's Plan

A plan chosen by the customer.

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Changing Plans

A request from a customer to switch to a different plan.

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Network Fees

Fees associated with accessing the network.

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Affinity Membership Issues

When a customer complains about not receiving their partner bonus, membership, or points related to CARP, CAA, or Sears.

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CARP Membership Complaint

A procedure for handling customer complaints about missing CARP membership benefits, including the membership card, package, and Zoomer magazine.

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CAA Dollar Complaint

A procedure used to address customer complaints about not receiving CAA dollars or having questions about their CAA membership.

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Write Off and Pull (Tier 1)

A process for handling customer requests to have their last bill written off, specifically for tier 1 agents.

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Write Off for Inactive Accounts (Tier 1)

A process for handling customer requests to have their outstanding balance written off for inactive accounts with a balance between $10 and $25 who are threatening to escalate.

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Partial Write Off for Blocked/Inactive Accounts (Tier 1)

A process for handling customer requests to have their outstanding balance partially written off for blocked or inactive accounts when the customer is willing to pay at least 50% of the balance and the remaining amount is over $10.

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One-Time Payment Process

A process for handling customer requests for one-time payment options, where customers can make a payment online through a specific portal.

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One-Time Payment Portals

The online portals used for one-time payments for different customer service brands.

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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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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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