Test Questions

Question 1

What are the three calling plans and their cost?

Answer 1

1. Weekend Calls - free
2. Evening and Weekend Calls - £3
3. Unlimited Anytime Plan - £7.50

Question 2

Give a description of BT Wifi and the two types

Answer 2

1. BT wifi is internet on the go
2. BT open zone
3. BT FON

Question 3

Codes and download limits

Answer 3

1. UNBB1 - 10 GB
2. UNBB2 - 40 GB
3. UNBB3 - unlimited
4. UNINF- 20 GB
5. UNBBINF1 - 40 GB
6. UNUINF - unlimited

Question 4

What are the download speeds on total Broadband and infinity packages?

Answer 4

Total Broadband packages - up to 20 mbs
Infinity 1 - up to 38mbs
Infinity unlimited 1 - up to 38mbs
Infinity 2 - up to 76mbs

Question 5

Upload speeds on broadband packages

Answer 5

Total Broadband - 1mbs
Infinity 1 - 2mbs
unlimited infinity 1 - 9mbs
Infinity 2 - 19mbs

Question 6

What is the monthly usage on non unlimited total broadband?

Answer 6

Total broadband - 10 GB

Infinity 1 - 20gbs

Question 7

Three external factors affecting broadband speeds

Answer 7

1. Distance from the exchange
2. Quality of wiring
3. no. of users

Question 8

How much does 1 minute cost on non anytime packages

Answer 8

9.58p to landline and 15.97p connection fee

Question 9

List the contract length, price, cloud storage on unlimited broadband

Answer 9

1. 12 months
2. £18
3. 5GB cloud storage

Question 10

Infinity2 contract length, price and cloud storage

Answer 10

12 months, 50 GB, £30

Question 11

What are mobile charges and the discounted rate

Answer 11

12.77ppm

Discounted rate is 6ppm

Question 12

What is the Smart Talk App and how many users?

Answer 12

1. The smart talk app,enables users to take advantage of their BT calling plan from their smart phone
2. Up to 5 users

Question 13

What must be read word for word?

Answer 13

The terms and conditions

Question 14

How do you validate a customer?

Answer 14

1. Name / DMC
2. Address
3. Telephone number

Question 15

Examples of telephone misconduct

Answer 15

1, mis selling

2. Swearing
3. Slamming
4. Misleading
5. Selling on cancellation

Question 16

What are the retail prices, existing customer prices and new customer prices on the Home Hub 4 and Home Hub 5?

Answer 16

1. home hub 1 - retail : £109, existing £35, new : free

2. Home hub 2 - retail : £129, existing : £45, new : free

Question 17

Give a description of BT Cloud and the two storage amounts

Answer 17

1. online storage

2. 5 GB and 50 GB

Question 18

What is Net Protect Plus and how much is it

Answer 18

1. Net Protect Plus is the security package that includes Anti Virus, Firewall, 24hr ID theft support, warnings against email phishing scams
2. £3.70 a month and one month free discount OR free on some broadband packages

Question 19

What preparation does the customer do before infinity installation

Answer 19

1. make sure they are in

2. Have a power socket next to the phone socket

Question 20

What broadband packages offer Net Protect Plus for free

Answer 20

1. broadband extra
2. Unlimited infinity 1
3. Infinity 2

Question 21

How much are infinity installation charges

Answer 21

1. £35 activation charge

2. Free on Infinity 2

Question 22

How much is delivery and which courier is used

Answer 22

1. £6.95

2. Royal Mail

Question 23

When can cancellation be mentioned

Answer 23

1. In the terms and conditions

2. When the customer asks

Question 24

How much is Line Rental Saver and when can it be offered

Answer 24

1. £183.48
2. Direct debit only
3. A reactive offer

Question 25

What are free call numbers

Answer 25

01, 02, 03, 0845, 0870

Question 26

What are the eligibility checks for BT TV

Answer 26

1. Need to have an aerial 2. Have to be able to get channels 1-5 clearly And viva and 4 music clearly Need their own HDMI cable

Question 27

Give two reasons why BT TV differs from Sky

Answer 27

1. BT use aerial signal, Sky use satellite signal | 2. Sky focus on channels and BT TV focuses on content

Question 28

What four services does BT TV offer

Answer 28

1. On demand 2. Catch up 3. BT sport 4. free view

Question 29

What will a BT TV customer need to do to get extra channels

Answer 29

hardwire BT TV box to router

Question 30

Describe broadband extended and how much is it

Answer 30

1. If the BT TV or You View box is over 10 m away, requires BB extender to extend the wireless range £29

Question 31

What are the two time slots for infinity installation

Answer 31

8am - 1pm and 1pm - 6pm - can take up to 3 hours

Question 32

What are the retail prices of BT TV boxes and additional boxes

Answer 32

you view - £99 and you view plus £199 | Extra boxes - £49 and £99

Question 33

How much are international call plans

Answer 33

1. Friends and family international - £1.20, discounted rates to 236 international destinations, prices start at 2.6p a min. 2. international freedom - £6.20, 600 mins to 36 international destinations and reduced rates to 199 destinations, 2.6ppm after 600 min allowance used up

Question 34

What are the three benefits of direct debit

Answer 34

1. Enviromental 2. Easy/ convenient 3. No late payments - automatically charged 4. Can choose the date the payment gets taken

Question 35

What is smart dual wireless technology

Answer 35

Scans area for the best wireless signal, runs on two Channels/ frequency

Question 36

What does OOC mean and what is the disciplinary action taken if this is not mentioned

Answer 36

1. Out of Contract - I.e the out of contract prices | 2. A2 disciplinary

Question 37

What is BT privacy at home and how much is it

Answer 37

1. Reduces the amount of unsolicited calls | 2. Free

Question 38

What are the BT Sport channels and what sports are shown

Answer 38

BT Sport 1&2, BT Sport ESPN, BT Sport Extra, BT Sport Europe football, rugby, U.S. Sports, tennis etc

Question 39

Name 4 out of the 20 extra channels

Answer 39

History channel, Comedy Central, national geographic, E!, TLC, MTV,

Question 40

How much does BT sport cost without BT broadband

Answer 40

£30

Question 41

Three ways to watch BT Sport

Answer 41

1. BT TV 2. Sky 3. App

Question 42

How many users can use the BT Sport App

Answer 42

2 users

Question 43

List four benefits of Line Rental plus

Answer 43

1. Call barring 2. Text alerts 3. Choose to refuse 4. Priority fault fixes

Question 44

How much is Netflix and discounts

Answer 44

1. £5.99 | 2. One month free

Question 45

What are the three main features of BT mobile

Answer 45

1. 4G 2. BT wifi - hotspots 3. BT Sports

Question 46

What is the purpose of WLR and targets on WLR?

Answer 46

1. To make money 2. 0.25 sph outbound 3. 75% conversion on inbound