FFH products (Optik TV, HS, HP, Pik Tv)
True or False: New customers signing up for a standalone HP service qualifies for a $10 off for 24 mos.
False
How many packages do we all have in SHS?
6
Credit Profile
Provide a loyalty statement!
Nice!
How many pieces of information should we ask the customer if they are unable to provide the correct PIN?
2 pieces of information
How many tv equipment do customer’s qualify if their plan is just the basic tv on a 2 year service agreement?
1
How much is the total bundle discounts can a customer get if they have both FFH and Mobility postpaid service?
$15
This is the process of transferring the customer’s details in DT1 to CSR.
Importing
True or False: Loyalty and Loyalty Home phone lite are zero CPS
True
What credit value should a customer have to qualify for a GWP?
Established
Give me 2 internet plans that are not available in Fifa or something that you can’t provide especially for new customers.
Internet 1, Internet 6, Internet 15, Internet 25, Internet 50, Internet 100, Internet 2.5 GB.
How much is the standard SHS installation fee for professionally monitored plans?
$450
Where in DT1 can you update the customer’s email username and password?
Product Configuration
What tool should you used if the customer is renewing for the first time and wanted a gwp?
CSR
This support team handles Address Qualification.
PF Facilities Team
How much is the rental fee for a 4K PVR?
$20.00
Give 2 things that a Smart Camera plan would not be eligible with? E.g No CMS or guard response service.
Not eligible for bundle discounts, no installation fees, no technicians visit, is not included in WHB.
In what stage in CSR can you add manual discounts and Link customer’s mobility account to FFH?
Review stage
Give two packages that can only be provided by Loyalty team.
Loyalty Home Phone/Loyalty Home phone Lite
Best on Demand, You pick 2, Essentials & Premium
Who should we reach out to for appointment/technician concerns?
CCT - Customer Commitment Team
Give 1 TV plan each that’s in a 1.0 and 2.0 version.
1.0 - Optimum, Select, Classic, Ultimate
2.0 - all you pick packages and favorite’s plus combo
Give me 4 equipment/services included included in our Control plus video plan.
Control panel, App, 3 equipment of their choice, Camera, 2 door/window and 1 motion sensor.
If the client has concerns about internet for good discount and NHO offers but they don’t want to be transferrred to CST, what’s the email address can you provide?
Myhome@telus.com
Give me the steps on our negotiation checklist.
Ask the reason for the call
Review account
Rightsizing
Present offer
Check for satisfaction
Where do We process wireless winback?
FWB - FIFA Winback Dashboard