Final

Question 0

True or False. 
The CCOB (customers copy of bill) is the copy of the bill you can make adjustments on?

Answer 0

False

Business copy

Question 1

What is the ETF for Fios?

Answer 1

$230

Question 2

T or F.

Do you use the call log to transfer calls?

Answer 2

False

Question 3

What is Verizon’s closing statement?

Answer 3

“Thank you for choosing Verizon, have a wonderful day”

Question 4

What is the price of the Fios wired Jack?
Can it be broken down into instalments?
How many?

Answer 4

$95

Yes. 3 installments

Question 5

If a customer calls in and can’t get access to MyVerizon.com what would you do?

Answer 5

Go to the “Repair” tab & reset their password

Question 6

What steps must you take before applying an adjustment for a customer that has been out of service?

Answer 6

Call tech support & verify the dates the customer was out of service

Question 7

Why is Aux (5) five used for?

Answer 7

Lunch

Question 8

Why is Aux (6) six used for?

Answer 8

Break (first 10 mins)

Question 9

A customer has no dial tone, what do you do?

Answer 9

Go to the “Repair” Tab & troubleshoot

Question 10

We offer (2) two world plans 300 and 500. In what cases would you backdate the WP 300 or 500?

Answer 10

YOU DONT!

Question 11

If you credit an account, how long does it take before the credit will appear on the bill?

Answer 11

1 to 2 billing cycles.

Question 12

When creating an adjustment for Fios TV, what must you enter for the provider code?

Answer 12

FTTP Video

Question 13

What do the Red, Yellow, and Green mean for adjusting?

Answer 13

Red= Fully Adjusted 
Yellow= Partially Adjusted 
Green= Fully Adjustable

Question 14

Define Greenfield & Overlay.

Answer 14

Greenfield - Freshly laid out Fiber wires

Overlay - Fiber wires are laid out over copper wires

Question 15

What information can be found in “Voucher Display”? (3)

Answer 15

Approved, Dis-Approved, & Cancelled Credits

Question 16

How can you apply Cinemax to a customers account if they have the Ultimate TV package?

Answer 16

It’s already included

Question 17

What are the two (2) time frames of a vacation suspend order? What can you do to put an account on Vacation Suspension?

Answer 17

30 days - 9 months

The customer needs to wait at least 30 days to re-suspend.

Question 18

Explain. If the customer was out of service from 5/11-5/18 (8 days)and has Freedom Ess $59.99 how much will they need to be refunded?

Answer 18

59. 99 \ 30= 1.99

1. 99 * 8= $15.99

Question 19

T or F

Line Level & Lump Sum are two types of adjustments?

Answer 19

True

Question 20

T or F

The ETF for premium Tech Support is $80?

Answer 20

,

Question 21

Name at least 3 surcharges Verizon applies to the bill?

Answer 21

1. FUSF(Federal Universal Service Fund)
2. SST (state sales tax )
3. 911 fee

Question 22

What are two ways a customer can access their voicemail using FDV?

Answer 22

Dialing:
*86 or
dialing VM (voicemail) access #

Question 23

What are two scenarios where a Terms of Service are required?

Answer 23

Auto Payment

2 year Agreement

Question 24

What is a Winback?

Answer 24

An old Verizon customer coming back

Question 25

When doing a TPV (a Third Party Verification) what is the center code for Kipany?

Answer 25

KP63

Question 26

What are 5 different Tabs in the “Voice LEC” tab?

Answer 26

1. NRCs
2. Features
3. Lines & TN Assignment
4. Calling plans & Carrier Info
5. Directory Listing