TEST PREP #1

Mrs. Phillips is calling because she just enrolled with TXU Energy and doesn’tunderstand what her rate is. She finds the EFL confusing. How would you explain thecustomer’s rate using this EFL?

• Mrs. Phillips, according to the Electricity Facts Label (EFL), that you’re reading, you have a fixed rate. This means that your rate will always be 9.4 per kWh.

• Mrs. Phillips, according to the Electricity Facts Label (EFL) that you’re reading, you have an indexed rate. This means that your rate will be determined depending on your usage. Any usage from zero to 1000 kWh will be 9.4 cents per kWh and all the energy used after that will be 10.3cents per kWh.

• Mrs. Phillips, I can see that you have an indexed rate. This means that your rate will be determined depending on your usage. Any usage from zero to 1000 kWh will be 10.3.4 cents per kWh and all the energy used after that will be 9.4 cents per kWh.

• Mrs. Phillips, according to the Electricity Facts Label (EFL) that you’re reading, your rate is fixed and will always be 14.6 cents per kWh.

TXU Energy charges a Late Fee when the account becomes past due. TXU Energy also charges a Disconnect Recovery Fee when the account becomes disconnected and reinstated. The amount of those fees are

• 15% Late Fee and $25 Disconnect Recovery Fee

• 5% Late Fee and $35 Disconnect Recovery Fee

• 10% Late Fee and $30 Disconnect Recovery Fee

• 5% Late Fee and $25 Disconnect Recovery Fee

All of these documents are included in the customer’s Welcome Kit when they sign up for TXU Energy EXCEPT:

• Proof of Service Letter

• Terms of Service Agreement (TOSA)

• Electricity Facts Label (EFL)

• Your Rights As a Customer (YRAC)

If a customer says: “I need you to go this right now. Let me know when it’s done”, isgood evidence this customer is what type of Communication Style?

• Amiable

• Analytic

• Driver

• Expressive

Mrs. Collins received the bill below showing an average rate of 23.4 cents per kWh. Shewants to know how TXU Energy calculates this average rate. How would you respond?

• Mrs. Collins, TXU Energy calculates this average rate by dividing the subtotal(Base charge + consumption) by kWh usage. The result is the average rate which represents how much you’ve paid in total per kWh.

• Mrs. Collins, TXU Energy calculates this average rate by adding the subtotal(Base charge + consumption) to the Gross Receipts Reimbursements, then divides the result by kWh usage. The result is the average rate which represent show much you’ve paid in total per kWh.

• Mrs. Collins, TXU Energy calculates this average rate by dividing the totalamount due by the kWh usage. The result is the average rate which representshow much you’ve paid in total per kWh.

• Mrs. Collins, TXU Energy calculates this average rate by adding the subtotal (Base charge + consumption) to the TDU delivery charges, then divide the result by kWh usage. The result is the average rate which represents how much you’ve paid in total per kWh.

What is the name of the section where you access the customer’s account?

• Interaction Launcher

• Contacts Tab

• Relationships Tab

• Customer 360

From the Customer and Account Section of the Interaction Launcher, you can search for a customer’s account by all of these EXCEPT:

• Invoice Number

• Account Number

• Confirmation Number

• Telephone Number

Which is a program of the Texas Health and Human Service Commission that helps Texas citizens connect with the service they need?

• 211 Texas

• Texas Rent Relief

• Energy Aid

• EAG

Jane receives a call from a customer that was unable to authentication using the IVR. Jane asks the customer to verify the last four digits of the caller’s Social Security Number. The caller gives the social security number to the primary customer on the account, which is the caller’s spouse. What should Jane do next?

• Ask the caller to verify the primary account holder’s name

• Process with answering the customer’s inquiry

• Ask the caller to update her driver’s license number

• Ask the caller to verify her own social security number

You are speaking with a customer about a new billing charge in which you are not very familiar. You remember that you saw a Change Alert about the new charges earlier in the week. Where can you look to review the updated business rules?

• Salesforce Knowledge

• CXT

• MyAccount

• MyEnergy Dashboard