Trial Quiz

1. Customer has a Standard Plus speed boost on his broadband service. He is currently getting a maximum download speed of 21Mbps. The customer wants to have a faster speed he was promised during the point of sale. Which of the following should be done for the customer?

A. Check interaction notes and confirm that speed is below the expected result for Standard Plus speed.

B. Raise modify order to change the Standard Plus speed boost to Premium speed boost then, leave interaction note.

C. Explain that the speed test result is the result of the technology type provide by nbn co to the premises and due distance from the node to the condition of the wiring.

2. Jennifer has a Premium speed boost and is getting a maximum download speed of 43Mbps. Upon explaining the speed test results and what it means to her, she decided to remove the Speed Boost. Which of the following should you do next?

A. Offer Standard speed boost to Jennifer so she can get the maximum attainable download speed on her premise

B. Raise a web form for Jennifer for removal of speed boost and application of credit, leave interaction note.

C. Warm transfer the call to the assurance team to investigate, leave interaction note.

Deborah is partially benefitting from Standard speed boost with a maximum download speed of 18Mbps and wants to change providers. She is not happy with the speed and wants compensation. Which of the following should be done for Deborah?

A. Explain to Deborah that she has the option to cancel her plan without penalty, and inform her that changing providers will not improve speed.

B. Warm transfer the call to the assurance team to investigate, leave interaction note.

C. Inform Deborah that we can offer a $400 credit if she will stay with Telstra, apply the credit, leave interaction note.

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