Test #2

Question 0

Define: DOCC

Answer 0

“May I please have permission to review your account?”

Question 1

Define: FTTP

Answer 1

Fiber to the Premises

Question 2

What is Fiber Optics?

Answer 2

A bundle of pure glass that transfers data.

Question 3

What product can be “Stand alone”? (3)

Answer 3

Fios Tv, Fios Internet, copper phone

Question 4

What products can’t “stand alone”?

Answer 4

FDV & HSI

Question 5

What is it called when a customer starts a order at their home then calls in to finish their order?

Answer 5

Fastpass

Question 6

Explain what Dry Loop internet is? What’s the restriction?

Answer 6

Stand alone HSI.

It’s only in California & it’s grandfathered.

Question 7

What are the two (2) FTTP Development locations?

Answer 7

Overlay & Greenfield

Question 8

If a customer calls in and has a question about direct TV what do you do?

Answer 8

Transfer them to direct TV

Question 9

For excellent customer service you should always follow the three (3) _________ of service.

Answer 9

Pillars

Question 10

If a customer calls in and just wants Fios Internet, can they get it? If so, what do they have to have with it?

Answer 10

Yes.

Reoccurring payment.

Question 11

Explain what a customized bundle is?

Answer 11

A bundle that meets a customers need.

Example: select TV package, 50/25 internet & FDV

Question 12

What are the advantages of Fios over cable? (2 only)

Answer 12

Better picture &

Dedicated connection

Question 13

True or False.

Inside wire maintenance plan is only for copper?

Answer 13

False

Question 14

T or F

Mbps is pronounced Mega bites per second?

Answer 14

False.

Mega bits per second

Question 15

T or F

I can offer FDV as a stand alone?

Answer 15

False

Question 16

What is FDV?

Answer 16

• Unlimited Local, Regional, & Long Distance

* 20+ Features