Test #1

Question 0

What are two types of calls?

Answer 0

Domestic & international

Question 1

Tool in cofee to find information?

Answer 1

F1 Support info

Question 2

What is N I D? What is its use?

Answer 2

Network Interface Device.

To install Proper installations.

Question 3

What (5) places do Domestic Calls come from?

Answer 3

US 50 states, Puerto Rico, Guam, US VI, Maryanna Islands

Question 4

What do you use for overcoming objections?

Answer 4

The three R’s. Restate, Reassure, & Resolve.

As well as ARC: Acknowledge, Redirect, Close

Question 5

What is DOCC?

Answer 5

Duration Of Call Consent.

Question 6

What are the two LATA types?

Answer 6

Inter= long distance
Intra= local

Question 7

Name the physical location Telecom enters your home?

Answer 7

ONT- Optical Network Terminal

Decodes optical signals into electrical signals.

Question 8

What is an BBE (Broadband Essentials) product?

Answer 8

Premium Tech Support

Question 9

List and explain two HSI options?

Answer 9

Plain = .5 up to 1mbps
Enhanced = 1.1 up to 15mbps

Question 10

What features are included in Freedom Essentials?

Answer 10

(6) voicemail, Caller ID, Call Forwarding, 3 way, call waiting, & Verizon Call assist (where offered)

Question 11

What are the 4 main TV packages?

Answer 11

Select
Prime
Extreme
Ultimate

Question 12

What are 5 five ways to safeguard an account?

Answer 12

PIN
Password
Account #
Alternate #
Last amount paid within 10%
(If there is a pin or password on the acct. that's the only way to safe guard)

Question 13

What are the three 3 R’s?

Answer 13

Restate
Reassure
Resolve

Question 14

What type of call is a Regional Toll call?

Answer 14

Intra.

Question 15

What are the local and long distance codes?

Answer 15

NPA + NXX + Station ID = Local #

011+ cc + cc + Station ID = International #