NCTI

Besides making a profit, what is the other reason the sales process exists? A) To help the cable companies expand their offerings. B) To assist customers in receiving the service(s) they want. C) To educate the market on new pricing. D) To help the data processing department gain data.

B) To assist customers in receiving the service(s) they want.

Psychologists have found that self-talk is what percentage positive vs. negative? A) 75% positive, 25% negative. B) 100% positive. C) 30% positive, 70% negative. D) 50% positive, 50% negative.

C) 30% positive, 70% negative.

What percentage of customers disconnect their services, not because they experienced a specific problem, but because they felt unimportant? A) 36%. B) 80%. C) 68%. D) 52%.v

C) 68%.

What is described as a service interruption to multiple customers stemming from the same cause? A) No picture. B) A disconnect. C) An outage. D) Broken set-top box.

C) An outage.

Professionalism is measured not only by your competence and performance skills, but also by which of the following? A) Creativity. B) Expression. C) Attitude. D) Demeanor.

C) Attitude.

Which of the statements below is an example of an open question? A) Is your Internet service currently working? B) Do you have a router? C) Can you tell me what type of devices you are looking to hook up to the wireless service? D) Where does the router reside in your home?

C) Can you tell me what type of devices you are looking to hook up to the wireless service?

Which department plays a key role in helping broadband cable systems expand or rebuild their cable networks? A) Advertising sales. B) Customer service. C) Construction and maintenance. D) Administration and management.

C) Construction and maintenance.

Which organization is responsible for creating the first impression the customer receives? A) Field technician. B) Advertising sales. C) Customer service. D) Technical service.

C) Customer service.

Modifying counterproductive behavior and _____________are two effective tactics that can help you avoid emotional burnout. A) Speaking to co-workers. B) Physical activity. C) Teaching others how to treat you. D) Relaxation techniques.

C) Teaching others how to treat you

Asking "May I have your name and address please?" is a simple way of doing what? A) Speaking slowly, clearly, and confidently. B) Probing to obtain information. C) Verifying information. D) Identifying the problem.

C) Verifying information.

Which step best describes the question, "May I have your name and address to confirm that we offer our services in your area?" A) Identifying the type of call. B) Identifying the customer's interests. C) Verifying information. D) Greeting the customer.

C) Verifying information.

How many people on average does a typical dissatisfied customer share his/her experiences with? A) 5. B) 19. C) 24. D) 11.

D) 11.

A customer builds an image of your company within how many seconds of your first interaction? A) 25. B) 20. C) 40. D) 15.

D) 15.

Which of the following best describes a "feature"? A) A fact about a particular service. B) A service that best fits the customer. C) A service that is worth more to a customer than the money it costs to get it. D) A description of what a particular feature might mean to the customer.

D) A description of what a particular feature might mean to the customer.

An example of possible product options available to customers in the future could be? A) Separating basic and expanded service tiers. B) Access to video-on-demand and pay-per-view programming. C) High Definition services. D) Access to a particular sports game where the customer only pays for the viewing of that game.

D) Access to a particular sports game where the customer only pays for the viewing of that game.

Which of the following is the primary video service offered by a cable system? A) Premium service. B) Premium commercial-free services. C) Expanded service. D) Basic service.

D) Basic service.

Which of the following represents the period for tracking and billing customers for cable services? A) Payment due date. B) Monthly Rate structures. C) Billing date. D) Billing cycle.

D) Billing cycle.

Words like drop, tap, feeder, etc., are all examples of this type of talk? A) Arguing. B) Putting the customer down. C) Offering your opinion. D) Cable jargon.

D) Cable jargon.

Which of the following items should be included when building a successful sales kit? A) Company prices from a previous sales campaign. B) Expired marketing materials. C) A receipt book. D) Competition pricing, facts, etc.

D) Competition pricing, facts, etc

What converts the digital signals carried by the cable into analog signals compatible with the TV set? A) Set-top box (STB). B) Digital video recorder (DVR). C) Digital versatile disc (DVD). D) Digital terminal adapter (DTA)

D) Digital terminal adapter (DTA)

Which group of paying customers receives one form or another of cable service in their homes or businesses? A) Internal customers. B) Technical service representatives. C) Customer service representatives. D) External customers.

D) External customers.

The heart beating faster, the pupils dilating, and oxygen rushing to the muscle groups are all physical attributes that happen when the body prepares itself for which of the following? A) Stress or relaxation. B) Exercise and energize. C) Run and hide. D) Fight or flight.

D) Fight or flight.

Which of these is an example of a defensive phrase? A) I see. B) Uh-huh. C) I'd be glad to help you with your order. I'll schedule your request right away. D) It wasn't me you spoke with, because I would have explained it to you.

D) It wasn't me you spoke with, because I would have explained it to you.

How many feet beyond the person or telephone should you project your voice in order to maintain a clear and audible tone? A) 1. B) 5. C) 7. D) 3.

A) 1.

Which VoIP services cannot be traced? A) 911 services. B) Local services. C) Call Waiting Services. D) Long distance services.

A) 911 services.

What percentage of customers will do business with your company if you resolve a complaint on the spot? A) 95%. B) 85%. C) 90%. D) 100%.

A) 95%.

Which of the following best describes a "value"? A) A service that is worth more to a customer than the money it costs to get it. B) A description of what a particular feature might mean to the customer. C) A fact about a particular service. D) A service that best fits the customer.

A) A service that is worth more to a customer than the money it costs to get it.

When troubleshooting no picture on a set-top box, the first of two questions that needs to be asked of the customer is "Do you have more than one TV hooked up to cable?" What is the second question that should be asked? A) Are all TVs affected? B) Are you experiencing issues with your internet? C) Is it happening on all channels or just one? D) Can I schedule a service call for one of our service technicians to come out and help?

A) Are all TVs affected?

Which of the following is a stress reliever that can help you cope with and manage your stress response when placed on the "hot seat"? A) Believing in yourself. B) Taking short breaths. C) Getting emotional. D) Working through without breaks.v

A) Believing in yourself.

Linking the price with benefits and asking for the order are two key steps in which process? A) Closing process. B) Looking for buying signs process. C) Opening process. D) Establishing expectations process.

A) Closing process.

Which occupation makes the top 10 list of nearly every published piece of research on stress? A) Customer service. B) Technical service. C) Field service. D) Management.

A) Customer service.

Which device allows customers to record programming that can be watched at a later time? A) Digital video recorder (DVR). B) Digital transport adapter (DTA). C) Set-top box (STB). D) Internet protocol television (IPTV).

A) Digital video recorder (DVR)

Which of the following statements defines "quality customer service?" A) Doing your job right the first time, every time. B) Doing your job right the second time, every time. C) Doing your job right the first time, sometimes. D) Doing your job every time, the first time.

A) Doing your job right the first time, every time.

Which part of the "STRIVE" technique is defined as "the ability to see a situation from another person's point of view and to understand that person's response to the situation"? A) Empathizing with others in response to difficult situations. B) Verifying information and assumptions. C) Trying to read nonverbal cues and limiting those sent. D) Strategically choosing language that fits the vocabulary of others.

A) Empathizing with others in response to difficult situations.

What is the condition that involves excessive fatigue, often marked by physical aches and reduced mental alertness? A) Exhaustion. B) Bad attitude. C) Instability. D) Withdrawal.

A) Exhaustion.

Which important step can set the tone for the rest of your sales presentation? A) Greeting the customer. B) Presenting the services offered by your company. C) Looking for buying signs. D) Identifying the customer's interests.

A) Greeting the customer.

Which service represents the highest level of cable video services? A) High-definition. B) Premium commercial-free services. C) Digital. D) Analog.

A) High-definition.

Fill in the blank: "Keeping customers __________"? A) Is everyone's job! B) Is the sole responsibility of a customer service representative (CSR)! C) Is the responsibility of customer service representatives (CSR) and technical service representatives (TSR)! D) Is the responsibility of management, customer service representatives (CSR), and technical service representatives (TSR), but not field support!

A) Is everyone's job!

Talking from a script, talking all day, or speaking from memory of a presentation can sometimes cause a customer service representative to speak in this tone? A) Monotone. B) Clear and audible. C) Enthusiastic. D) Pleasant.

A) Monotone.

Which rule requires a cable company to either carry all local broadcast channels or pay a fee for carrying specific broadcast channels? A) Must-carry/retransmission rules. B) Proof of Performance Rules. C) The CLI Act. D) Syndicated exclusivity rules.

A) Must-carry/retransmission rules.

Which of the following results in a bank fee that is passed on to the customer? A) Non-sufficient funds. B) Over payment. C) Refunds. D) Late payment.

A) Non-sufficient funds.

Folded arms, shaking your finger to emphasize a point, and avoiding direct eye contact are all examples of which of the following? A) Non-verbal expressions. B) Verbal expressions. C) Superior service. D) Good posture.

A) Non-verbal expressions.

Which factor can be an obstacle to communication and is defined as "anticipating situations and people all the time"? A) Prejudices. B) Language gaps. C) Making assumptions. D) Listening habits.

A) Prejudices.

Which of the following is referred to as a "movie" channel or "pay" channel? A) Premium service. B) Tier service. C) Basic service. D) Expanded service.

A) Premium service.

Naming it, imagining it, booking it, etc., are all examples of what? A) Quick stress managers. B) Sales skills. C) Responding positively. D) Dealing with difficult situations.

A) Quick stress managers.

Which of the following is a best practice when familiarizing yourself with the competition? A) Researching your competitor to find out how to sell against them. B) Updating your sales kit with new developments at the beginning of each year. C) Focusing only on one of the competition's services. D) Taking note of the questions not asked in order to gain insight into the competitors services.

A) Researching your competitor to find out how to sell against them.

What allows the customer to view digital channels and access pay-per-view (PPV) as well as video-on-demand (VOD) services? A) Set-top box (STB). B) Digital video recorder (DVR). C) Digital terminal adaptor (DTA). D) Digital-to-analog converter.

A) Set-top box (STB).

Which rule requires cable operators to black out a network show from a distant station if the local affiliate plans to broadcast the same program? A) Syndicated exclusivity rules. B) Must-carry/retransmission rules. C) Proof of Performance rules. D) The "Black out" act.

A) Syndicated exclusivity rules.

What is the final step in the five-step process for completing a sale? A) Thanking and congratulating the customer. B) Reaffirming the customer's decision. C) Explaining information resources. D) Reviewing the order.

A) Thanking and congratulating the customer.

Which act ruled that cities could not regulate basic fees unless the city received fewer than three over-the-air channels? A) The Cable Communications Policy Act of 1984. B) The Telecommunications Act of 1996. C) The Public Safety Act of 2005. D) The Cable Communications Policy Act of 1992.

A) The Cable Communications Policy Act of 1984.

Which service is not affected by government surcharges and fees? A) Voice over Internet protocol (VoIP). B) Competitive local exchange carrier services. C) Telco Services. D) Landline services.

A) Voice over Internet protocol (VoIP).

What happens when you are an effective listener? A) You inspire the customer to listen better as well. B) It takes longer to fix the customer's issue making the customer grow impatient. C) The customer thinks you are ignoring him/her. D) You only hear what you want to hear.

A) You inspire the customer to listen better as well.

Which of the following devices were used to capture TV signals in the early days of television? A) Microwave Antenna. B) Antenna placed on the roof. C) Satellite Dish. D) Dowser Rod.

B) Antenna placed on the roof.

What can result from loose connectors, damaged network devices, and cracked or unterminated cable? A) Faster internet speeds. B) Cable signal leaks. C) Programming issues. D) Better reception.

B) Cable signal leaks.

Which of the following determine public right-of-ways and the purposes for which they can be used? A) Cable companies. B) City or County government. C) Utility companies. D) The federal government.

B) City or County government.

Which account type is described as a local business that receives cable services? A) Tenant. B) Commercial. C) Bulk. D) No-charge.

B) Commercial.

The statement, "As a professional, you must develop an ability to see each customer as someone who deserves special attention. If you see each customer as a unique individual, you can genuinely consider that customer's special needs" defines which of the following? A) Confidence. B) Consideration. C) Caring. D) Creativity.

B) Consideration.

Confidence, caring, consideration, and ________ are the four C's that significantly contribute to superior customer service? A) Crass. B) Creativity. C) Cohesiveness. D) Conformity.

B) Creativity.

Which of the following does ''pinging'' a web address check for? A) Flushing the Domain Name System. B) Data packet loss. C) Clearing cookies. D) Spyware removal.

B) Data packet loss.

Which device simply converts the digital signal to analog for non-digital TVs? A) Set-top box (STB). B) Digital transport adapter (DTA). C) Digital video recorder (DVR). D) Internet protocol television (IPTV).

B) Digital transport adapter (DTA).

Which type of voice quality is important to maintain in order to see each call as an opportunity to demonstrate personal excellence? A) Clear and audible. B) Enthusiastic. C) Pleasant. D) Monotone.

B) Enthusiastic.

What does the "F" in the "PREFER" technique stand for? A) Frustration never helps. B) Focusing on what can be done. C) Fully understanding the issue. D) Finishing on time.

B) Focusing on what can be done.

Most cable companies will allow customers to self-install which of the following if they already have active service? A) Telephony. B) High speed data. C) Home security. D) Home automation.

B) High speed data.

Which of the following is an example of a status code? A) New service. B) Pending. C) Digital subscriber. D) Change of service.

B) Pending.

Research clearly shows that the customer who experienced a _______ remains more loyal than the customer who has never experienced a problem. A) Problematic installation. B) Positive problem resolution. C) Positive phone conversation. D) Problem.

B) Positive problem resolution.

Which indicator light shows whether the cable modem has a good downstream connection? A) Power. B) Receive. C) Send. D) Online.

B) Receive.

Which piece of equipment is housed in the headend and is necessary for each signal because the signals are usually encrypted before they are delivered to the broadband cable system? A) Sender/receiver. B) Receiver/decoder. C) Modulator/demodulator. D) Receiver/transmitter.

B) Receiver/decoder.

What is the next step if a customer says "My TV screen says 'One Moment Please' "? A) Verify that the customer's account is paid and current. B) Schedule a service technician. C) Verify the customer subscribes to digital service. D) Ask the customer to power cycle the set-top box.

B) Schedule a service technician

Which of the following is referred to as satellite dishes due to its appearance whose sole purpose is to receive programming signals transmitted via satellite? A) Microwave Receiver. B) Television receive-only (TVRO). C) Tower Antenna. D) Headend.

B) Television receive-only (TVRO).

Which legislation was passed by the federal government and allowed customers to purchase and own their own equipment in order to receive cable service? A) Manner of Carriage Act. B) The Cable Act. C) Citizen Participation Policy. D) 1984 Congressional Policy.

B) The Cable Act.

Which organization revealed the following two of the eight quality customer service benefits: 1) improved perceived value of cable services and 2) minimized threat of competition? A) The Society of Telecommunications Engineers. B) The Cable and Telecommunications Association for Marketing. C) The Federal Communications Commission. D) The Internet & Television Association.

B) The Cable and Telecommunications Association for Marketing.

Which of the following associations established quantitative customer service standards for the following areas: 1) office and telephone availability, 2) installations, 3) outages, 4) service calls, and 5) communications, bills, and refunds? A) The Internet & Television Association. B) The National Cable and Telecommunications Institute. C) The Federal Communications Commission. D) The Cable and Telecommunications Association for Marketing.

B) The National Cable and Telecommunications Institute.

Which act ceased all full-power analog broadcasting by 2009 and low power analog broadcasting by 2012? A) The Cable Communications Policy Act of 1984. B) The Public Safety Act of 2005. C) The Telecommunications Act of 1996. D) The Cable Communications Policy Act of 1992.

B) The Public Safety Act of 2005.

Basic, Premium, and digital video channel groups are examples of? A) Satellite services. B) Tiers. C) Over-the-Air channels. D) Specialty programming.

B) Tiers.

B) Burnout.

What is the term used to describe physical, emotional, and mental exhaustion brought about by unrelieved stress? A) Counterproductive behavior. B) Burnout. C) Emotional overload. D) Positive self-talk.

Which process can help you keep your cool in the heat of the moment? A) Listen, evaluate, and proceed. B) Evaluate, process, and manage. C) Stop, look, and listen. D) Fight or flight.

C) Stop, look, and listen.

Which of the following reflects the "Paraphrasing" technique? A) Customer: "My internet quit working and I work from home". Representative: "I understand how concerned you are about this. You do need an answer right away." B) Customer: "My internet quit working and I work from home". Representative: "I'm sorry for the inconvenience. We're doing the best we can." C) Customer: "My internet quit working and I work from home". Representative: "We need to get this problem fixed right away so that you can get back to work!" D) Customer" "My internet quit working and I work from Home". Representative: "I'm sorry could you repeat what you just said?"

C) Customer: "My internet quit working and I work from home". Representative: "We need to get this problem fixed right away so that you can get back to work!"

Which best represents the following quote, "Put yourself in the customer's shoes by trying to grasp the customer's point of view and feeling what he or she feels"? A) Thankful. B) Polite. C) Empathy. D) Reliability.

C) Empathy.

What government organization must approve a cable operator's adding and/or deleting of services? A) Federal Trade Commission. B) State Communications Commission. C) Federal Communications Commission. D) Local Communications Commission.

C) Federal Communications Commission.

The statement, "Thanks for calling, Mr. Scherz. I'd be happy to assist you with your questions!" is an example of which of the following? A) Stay away from first names because it sounds too personal. B) Using the customer's last name so the customer understands you are talking to him/her. C) Greeting the customer using his/her name so he/she feels special. D) Ending a call with a customer using his/her name so he/she feels special.

C) Greeting the customer using his/her name so he/she feels special.

Which service includes cameras, motion sensors, and smoke and/or carbon monoxide detectors? A) Wireless High-Speed Internet services. B) Whole home Digital video recorder (DVR) services. C) Home security services. D) Voice over Internet protocol (VoIP) services.

C) Home security services.

Many times the behaviors of irate customers are not just about the issues they have with the company, but also with....? A) The technicians that visited their home. B) The quality of service they are receiving. C) Issues they are having in their life at the moment. D) Other companies.

C) Issues they are having in their life at the moment.

Establishing a routine can greatly help with relieving stress. Which of the following practices can also help? A) Increasing the amount of time spent on things you do more than once. B) Ensuring routine activities are handled by one person. C) Letting others help you with routine activities. D) Avoiding routines because they are uncomfortable.

C) Letting others help you with routine activities.

Stop, look and _____ is a technique that helps you identify critical issues and details about a customer's problem. A) Apologize. B) Evaluate. C) Listen. D) Focus.

C) Listen.

Which of the following billing terms is defined as "Total amount due on this date to avoid late fees"? A) Balance due. B) Billing date. C) Payment due date. D) Previous balance.

C) Payment due date.

Which of the following describes a computerized accounting process for updating the company's ledger? A) Collecting. B) Batching. C) Posting. D) Processing.

C) Posting.

Which indicator light shows whether the cable modem has a good upstream connection? A) Receive. B) Online. C) Send. D) Power.

C) Send.

What is the secret to successful customer relations? A) Remaining indifferent to the emotional responses from the customer. B) Making sure you can counterattack with a defense response. C) Showing apathy, which helps smooth the conversation, resulting in a positive customer interaction. D) Learning to manage both your emotional responses as well as the customer's.

D) Learning to manage both your emotional responses as well as the customer's.

What two factors do customer service representatives need to overcome when communicating? A) Physical distance and online help. B) Data disruption and noise. C) Attitude and data disruption. D) Noise and physical distance.

D) Noise and physical distance.

What type of payment has grown in popularity because it can be done instantly without driving to the cable company office? A) Payment through a lockbox. B) Payment through the mail. C) Payment at the customer premises. D) Payment through the website.

D) Payment through the website.

What does the "P" in the "PREFER" technique stand for? A) Presenting the customer's problem. B) Positive interactions. C) Problem solving. D) Preparing yourself mentally.

D) Preparing yourself mentally.

Which of the following describes the crediting process used by cable operators to charge a customer's account when the customer changes service(s) in the middle of a billing cycle? A) Rate structures. B) End-of-month processing. C) Billing date. D) Prorating.

D) Prorating.

Besides a smartphone, tablet, or laptop, what else connects to a wireless modem? A) LAN line. B) VCR. C) DBS connection. D) Smart Devices.

D) Smart Devices.

Which of the following summarizes an effective listener? A) Someone who only pays attention to the information they want and disregards everything else. B) Someone who takes in what a customer says and translates it into understandable signals. C) Someone who jumps to conclusions without taking all the information in. D) Someone who hears a customer's hesitation and responds by helping the customer explore what the company can do to satisfy them.

D) Someone who hears a customer's hesitation and responds by helping the customer explore what the company can do to satisfy them.

Which of the following can you do so that you can focus your attention on the ideas the customer is expressing and aid your memory later on? A) Ask the customer to repeat themselves. B) Ask a lot of question so that the customer is confident that you are in charge. C) Audio record the conversation for later viewing. D) Take essential notes.

D) Take essential notes.

Which act adopted customer service standards for the industry and required cable companies to document compliance? A) The Public Safety Act of 2005. B) The Telecommunications Act of 1996. C) The Cable Communications Policy Act of 1984. D) The Cable Communications Policy Act of 1992.

D) The Cable Communications Policy Act of 1992.

Which of the following should you have knowledge of when practicing the first person principle? A) Satisfying the company's needs. B) The company's interests. C) The competitors' products. D) The customer's interests.

D) The customer's interests.

Why did cable companies implement microwave technology? A) Because the equipment was inexpensive. B) Largely because the microwave signal was not amplified to reach the cable system. C) To obtain a better signal quality than antenna-delivered signal could offer. D) To fill vacant channel spaces with distant stations.

D) To fill vacant channel spaces with distant stations.

Operating system, modem model and version, malware, etc., are elements involved with which of the following? A) Modem registration. B) Provisioning. C) Technical support. D) Troubleshooting Internet connectivity.

D) Troubleshooting Internet connectivity.

Which of the following is a result of jumping right into asking questions instead of listening carefully to the customer? A) The customer feels you are in agreement with them. B) The customer might feel that you want to send out a technician. C) The customer feels you are confident in solving the problem. D) You might miss something.

D) You might miss something.