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1)      How many miles off coast do we offer continual service?
a)      150 +
b)      200 +
c)      400 +
d)      350+

2)      What is the cost for SIRIUS Internet Radio? (SIR only account)
a)      $2.99
b)      $6.99
c)      $8.99
d)      $12.95

3)      What type of channels are commercial free?
a)      Music
b)      News
c)      Sports
d)      Entertainment
e)      News/Sports/Entertainment

4)      When Permanently Deactivating an ESN; which department would you transfer that call to?
a)      Sales Support
b)      Save
c)      Product Support
d)      Welcome

5)      Who is the CEO of SIRIUS Satellite Radio?
a)  Sean Carter
b)  Mel Karmazin
c)  Richard Parsons
d)  Bob Wright

6)      Where can customers read the terms and conditions of use?
a)      On the back of the package for the radio
b)      On the back of their channel guide
c)      On SIRIUS.com and in the welcome kit
d)      Only in the welcome kit

7)      What is required in the Notes for all calls?
a)      What the customer wanted
b)      Who called / What they wanted / Action taken
c)      Who called / What they wanted / Action taken / Place of Purchase
d)      The name of the person who called


8)      What is the first action you should take when a customer’s credit card fails?
a)      Place the customer on invoice
b)      Try using a different card
c)      Confirm the info and try resubmitting the card
d)      Get a senior or Team Supervisor to do an override

9)      What is the activation fee for customers who activate over the web with a 2 year plan?
a)      $20.00
b)      $10.00
c)      $15.00
d)      None it is free over web

10)     How many digits are in an ESN (SIRIUS ID Number)?
a)      7
b)      12
c)      17
d)      11

11)     What is the monthly cost for a second receiver with SIRIUS Everything on an account?
a)      $8.99
b)      $7.99
c)      $4.99
d)      $5.99

12)     For every full priced subscription on a customer’s account, how many receivers can the customer have with the discounted multi-receiver rate?
a)      2
b)      3
c)      4
d)      5

13)     How many times can a SIRIUS Everything Lifetime subscription be transferred on a (dock-n-play) receiver?  What is the cost per transfer?
a)  1 time/ $50.00
b) 4 times/ $30.00
c) 3 times/ $75.00
d) None of the above

14)     What is the channel number for the Emergency Traffic/Preview channel?
a)      154
b)      164
c)      174
d)      184
e)      224


15)     Does the radio in this vehicle get any prepaid service with Sirius? If so, How much?                      ESN# 000238835765
a)      No
b)      Yes, 3 months
c)      Yes, 1 year
d)      Yes, semi-annual

16)     How many months do BMW customers with a 2009 MINI Cooper receive?
a)      6 months
b)      2 months with annual plan
c)      Lifetime
d)      3 months regardless of plan

17)     What menu option does the customer choose on a Dock & Play radio in order to select an FM broadcast frequency?
a)      SIRIUS ID
b)      ANTENNA AIMING
c)      FM TRANSMITER OPTIONS
d)      BAND


18)     What is the recommended placement for an antenna on a sedan style vehicle?
a)      On Trunk Lid
b)      On Dashboard
c)      On Hood
d)      On Roof

19)      A monthly subscription can be refunded.
a)      True
b)      False

20)     Which method is the most appropriate way to introduce yourself and greet the customer?
a)      “Hi this is _______ with Sirius, how may I help you?”
b)      “Hi. Welcome to SIRIUS.”
c)      “This is ______, thanks for calling.  How may I assist you today?”
d)      “Thank you for calling Stream, how may I help you?”

21)     What subscription plans do we offer EZ-Pay for?
a)      Annual Subscription and higher
b)      Monthly
c)      6 Month Plan
d)      3 Month Plan


22)     To change credit cards on the account what option do you choose in STARSS?
a)      Make Payment
b)      Billing Summary
c)      Account Adjustment
d)      Change Payment Type

23)     Why was this customer charged $2?

a)      Taxes
b)      SIRIUS Internet Radio
c)      Invoice Fee
d)      Late Fee

24)     What customer information is required to be verified on every call?
a)      Mailing address, phone number, email address
b)      Phone number, last 4 digits of credit card on account, email address
c)      Email address, phone number, account number
d)      Any combination above is correct


25)     What is the proper hold procedure when checking on information for the customer?
a)      “Do you mind if I place you on hold for 2-3 minutes while I verify this information?”
a)       “I will have to put you on hold, please wait.”
b)      “Hold one moment please.”
c)       “Hey, it’ll be just one minute while I place you on hold.”

26)     You can change the amount that is available to be refunded back to a customer’s account.
a)      True
b)      False

27)     What button do you click in STARSS to take you to the screen shown below?
 (Below is an Example of the Receiver Swap screen)


a)      Plan List
b)      New ESN Service
c)      The ESN under Service Plan Information
d)      The SIR under Service Plan Information


28)     How many days are there in a SIRIUS billing cycle?
a)      30
b)      29
c)      28
d)      27

29)     Why does this account have a balance?

a)      The ESN was canceled and the customer was still charged the invoice fee
b)      The account was in write-off and the balance was never paid
c)      There is no balance owed on this account
d)      Customer has not been written off and still has a balance

30)     What 3 questions do you ask before you set up a new radio/send a rehit for a dock-n-play?
a)      Can you see the sky/Is your radio working/where is your radio installed
b)      Does your antenna have a clear view to the sky/Is your SIRIUS radio powered on/Can you hear audio on Channel 184
c)       Is your SIRIUS radio powered on/Can you hear anything over your FM radio/Where is your antenna located
d)       Are you ready/is your radio on/what’s your ESN

31)     What is the credit limit Support Professionals are able to apply to a customer account per call?
a)       Up to $150
b)      Up to $75
c)      Up to $15
d)      Up to $10

32)       Three consumer OEM partners are:
a)      Mini/BMW/GM
b)      Mini/GM/Honda
c)      Mini/BMW/Daimler Chrysler
d)      Mini/Saab/Daimler Chrysler


33)      Which support team is allowed to create a Retail Demo account?
a)      Product Support
b)      Automotive
c)      Retail Support
d)      Sales Support

34)     What channel/ time can a new Howard Stern listener from Los Angeles, CA hear Howard live?
a)      Ch. 101 at 9:00 am ET
b)      Ch 100 at 3:00 am PT
c)       Ch. 100 at 9:00 am PT
d)       Ch 100 at 6:00 am MT

35)      What would the annual cost be for a Sirius subscriber to have a 3rd subscription with Sirius Everything on an annual basis?
a)      $142.45
b)      $77.70
c)      $98.89
d)      $88.33

36)     Which piece of equipment allows 2003-2006 GM vehicles to convert their existing satellite radio to Sirius?
a)      FM switching box
b)      SIR GM-1 tuner
c)      Audiovox PNP2 receiver
d)      No such thing

37)     What is the monthly Multi Receiver Discount Rate for SIRIUS Everything Plus the best of XM?
a)      $4.99
b)      $12.95
c)      $10.99
d)      $6.99

38)     How many hours of SIRIUS content can a Stiletto 100 record?
a)      100
b)      2
c)      10
d)      80

39)     What is the price of SIRIUS Everything Plus the Best of XM monthly subscription?
a)      $16.99/month
b)      $8.99/month
c)      $6.95/month
d)      $2.99/month


40)     In which direction should a customer from Seattle, Washington face their home antenna?
a)      East
b)      North
c)      Southeast
d)      South


41)     Who is the Executive Vice President of SIRIUS XM Listener Care?
a)      Michael Frometa
b)      Joe Zarella
c)      Michael McGinnis
d)      Michael Morales

42)      What subscription plan can be offered to a potential customer who does not have a credit card?
a)      Semi Annual
b)      Quarterly
c)      Annual
d)      Any of the above

43)     When is the show – Gone Phishin’ on Jam On // Ch. 17?
a)      Monday at midnight ET
b)      Weekdays at 9PM ET
c)      Saturday at 4PM ET
d)      Gone Phishin’ is not on Jam On

44)     Which SIRIUS partner provides real time traffic for Navigation systems?
a)      Alpine or Eclipse
b)      Panasonic
c)      Kenwood
d)      Clarion

45)     On InfoGate, where can you find information on SIRIUS contests?
a)      Communications
b)      Tools
c)      Plans and Services
d)      Programming

46)     A customer living in zip code 94806 should tune their FM Transmitter to what station?
a)      94.5 FM
b)      100.3 FM
c)      88.1 FM
d)      92.3 FM


47)     How many hours per day does SIRIUS provide service to Hertz Car Rentals in Hawaii?
a)      50 hours
b)      24 hours
c)      0 hours
d)      2 hours


48)     When retrieving an ESN from a 2006 Jeep Liberty Premium, what two buttons must the customer press?
a)      “Eject CD” and “Time”
b)      “Power” and “SAT”
c)      “SAT” and “Eject”
d)      “FM” and “AM”

49)     Which consumer OEM company gets 3 months free WITHOUT any subscription plan        required?
a)      Audi/VW/Porsche
b)      Chrysler/Dodge
c)      Ford/Mazda
d)      GM/Acura/Honda

50)     Which channel can Pearl Jam be heard on?
a)      Movin EZ // Ch. 4
b)      Big ‘80s// Ch. 8
c)      Lithium // Ch. 24
d)      Hard Attack // Ch. 27

51)     When placing a credit on a customer’s account that lost service for 14 days, where do you click to apply this credit?
a)      Account Summary/Make Payment
b)      Account Summary/Account Refund
c)      Billing History/Transaction Date
d)      Billing History/Bill number

52)  How much is the SIRIUS Everything Lifetime Plan?
a)      $399.99
b)      $399.00
c)      $499.00
d)      $499.99