Comcast Final Exam Part 3

1.

1 point

How many subscriptions can be purchased, according to limitations of the TPV (third party verifier)?

There is no limit

At least one of a single item, otherwise no limit

At least one of a single item, but no more than 999 of a single item

At least one of a single item, but no more than 10 of a single item

2.

1 point

Customer has an immediate need on Tuesday. She must have the service done by end of business on Wednesday, but her computer has no internet access. It is 10:00am. Which On-Site Service Bolt-On will meet her needs?

Expedited On-Site Service

Either

Same Day On-Site Service

3.

1 point

All SOAs are the same.

True

False

4.

1 point

What BCSS offer is the starting point(the subscription offer you should mention first)?

Essentials Subscription

Premier Subscription

Preferred subscription

5.

1 point

How many small business companies use Comcast high speed broadband service?

985,000,000

679,000

24,400,000

1,200

6.

1 point

Which of the following SKUs are One-Tme Incidents?

One-Time Solve, MAC Server Installation, New PC Setup or PC to PC Migration for Subscription

New PC Setup or PC to PC Migration for Subscription, Data Migration Service

One-Time Setup, Additional PC/Workstation Setup, One-Time Solve

7.

1 point

The subscription plans add additional value for:

Just $10 more (incrementally)

Just $20 more (incrementally)

Just $29.95 more (incrementally)

8.

1 point

What's the quickest way to differentiate the subscription plans?

Essentials offers core services, Preferred offers everything that Essentials does plus unlimited On-Site service, and Premier Server offers everything Preferred does plus equipment protection

Essentials offers core services, Preferred offers everything that Essentials does plus On-Site service, and Premier offers everything Preferred does plus equipment protection

Essentials offers core services, Premier offers everything that Essentials does plus unlimited On-Site service, and Preferred offers everything Premier does plus equipment protection

9.

1 point

Once the SOA is completed you will upload to workbench and email copy to the customer.

True

False

10.

1 point

Which of the following SKUs are Bolt-On Services?

Additional 60 Minutes of On-Site service, Windows Server Installation, New PC Setup or PC to PC Migration for Subscription, Data Migration Service

Additional PC/Workstation Setup, Premier Server, Data Migration Service

Additional 60 Minutes on On-Site service, Windows Server Installation, New PC Setup or PC to PC Migration for Subscription, Data Migration Service

11.

1 point

After accepting a subscription offer, customers needing further assistance are transferred to:

A Business Advisor

A CARE Agent

A Business Technology Expert (BTE)

12.

1 point

The cost of every PC/Workstation Setup is the same when the customer has multiple systems that need to be set-up.

True

False

13.

1 point

Billing/Retention is handled by:

Comcast CARE agent

Rainmaker Agent

Rainmaker Business Advisor

14.

1 point

True or False: Can a Bolt-On be added to a subscription?

True

False

15.

1 point

SBA's will enter SOA information and upload it to.

Workbench

Salesforce

CSG

ACSR

16.

1 point

Which subscriptions do not include equipment protection from cracks, spills and drops?

Essential and Preferred

Premier

Premier and Premier for Server

17.

1 point

How are calls transferred?

Warm

Cold

18.

1 point

Which of the following subscriptions include equipment protection?

Preferred

Premier

Premier for Server

Both B and C

19.

1 point

What is the difference between a warm transfer and a cold transfer?

A cold transfer does not enhance the customer experience

A warm transfer ensures the caller has connected to the right vendor

Both A and B

20.

1 point

All Service Order Agreements require a Third Party Verifier Verbal Acceptance (Istonish)

True

False

21.

1 point

How long do you have before you can let a transfer go without reaching a live agent?

30 seconds

60 seconds

10 seconds

22.

1 point

The three key benefits of BCSS are:

Fast, Comprehensive, Proactive

Comprehensive, American, Computerese

Fulltime, Integrated, Responsive

23.

1 point

SOA stands for:

Special Order Acceptance

Service Organization Agreement

Service Organization Assurance

Service Order Agreement

24.

1 point

If a customer has a past due balance the SBA should.....

Ask cutomer to pay balance and take payment

Pass customer to the BTE to fix

Send customer to Comcast billing to resolve

25.

1 point

Why would it matter to a Customer that the tech is North American based (U.S. or Canada)?

Perceived value of someone who is not offshore due to previous experience

Concern over language barrier

Concern over information security

All of the above

None of the above

26.

1 point

What are the four quadrants of the Sales Agent Responsibilities?

Grow, Quality, Focus, Cross sell

Sell, Upsell, Close, Cross sell

Quality, Sell, Retain, Grow

27.

1 point

Why is certification important for On-Site service providers?

Assures the technician is not only trained but can prove he or she knows the product for which they are providing support.

To prove that we not only say we have highly skilled technicians, but can prove they meet industry and vendor standards.

Both A and B

28.

1 point

Direct Sales calls are transferred to:

A Business Technology Expert

A CARE Agent

nobody, Take it, it's in scope for BCSS

29.

1 point

Once customers have purchased a subscription they will be transferred to ______?

A Business Advisor

A CARE Agent

A Business Technology Expert

30.

1 point

Which of the following SKUs can't be used without a current subscription?

New PC Setup or PC to PC Migration for Subscription and Additional Backup Storage Top Up

Warranty Service Deductible and Expedited Depot Service - Warranty Repair

Both A and B

31.

1 point

Which of the following Bolt-Ons is related to equipment protection?

Warranty Service Deductible

Expedited Depot Service - Warranty Repair

Same Day On-Site

Both A and B