Quiz – Quality Assurance Training Test

Quality Assurance Training Test

ID Number

Date

Name

Lastname

Quality Assurance Test and Answer Key

1.

How many digits/characters are in the incumbent utility (ComEd) account number?

Either 10, 15 or 17 digits

10 digits

12 numerical and alphabetical characters

22 digits

2.

What is the unit of measure used to represent electricity usage in Illinois?

kWh

MW

MWH

Therm

3.

What is an ARES? (Select all that apply)

ComEd

Alternative Retail Electric Supplier

Pure Energy USA IL

Affordable Retail Electricity Service

4.

How many years is an ARES required to keep a completed sales TPV recording?

8 years from the sale date

The duration of the contract plus 2 years after the customer is no longer served by the ARES.

3 years from the sale date

10 years from the sale date

5.

How long must an ARES wait to contact a customer after a TPV is completed, regardless of the result?

1 hour

4 hours

24 hours

1 day

6.

How many minutes must a sales call last for in order for ARES to store the recording even if it does not conclude in a sale?

8

2

9

10

7.

After initial training, how often must each agent complete a refresher training?

9 months

12 months

6 months

10 months

8.

What is a Fixed Rate?

The per kWh charge for electric power and the energy service remains the same for the term of the contract.

An all-inclusive per kWh price that remains the same for at least one billing cycle or the term of the contract, or whichever is longer.

An all-inclusive per kWh price that remains the same for at least two billing cycles or the term of the contract, or whichever is longer.

An all-inclusive per kWh price that remains the same for at least four billing cycles or the term of the contract, or whichever is longer.

9.

What is a Variable Rate? (Choose 2)

A per kWh price that remains the same for the duration of the contract.

A per kWh price that remains the same for at least one billing cycle and may go up or down during any given period of the contract.

A per kWh price that remains the same for at least one billing cycle or the term of the contract, or whichever is longer.

A per kWh price that may be higher or lower than the electric utility price in any given month.

10.

Which three apply to the makeup of an electricity bill? (Circle 3)

Storage

Supply

Taxes

Delivery

11.

Does Pure Energy USA represent the Utility?

Yes

No

12.

When a customer enrolls with Pure Energy USA, what will the utility handle? (Choose 3)

Deliver electricity

Read meters and bill customers

Provide the electricity supply

Handle emergencies and outages

13.

How does Pure Energy USA bill the customer?

Dual Bill

Utility Bill Ready

Consolidated Bill

ARES Combined Bill

14.

How many kWh represent the value of one Renewable Energy Credit?

10,000

1,000

100

10

15.

What is the kWh usage (per year) limit for non-residential customers, that once exceeded, they are considered small commercial?

10,000

15,000

25,000

20,000

16.

Are you allowed to enroll HEAP or PIPP Customers?

Yes

No

17.

How many calendar days does the customer have to rescind the enrollment?

10

5

3

14

18.

Do residential monthly variable rate customers pay an early termination fee (ETF) if they decide to cancel?

Yes

No

19.

What hours of the day are you (sales agents) permitted to contact customers in person?

9am to 3pm

8am to-5pm

8am to 8pm

9am to 7pm or until Dusk, whichever is earlier.

20.

Are there terminations Fees for Illinois clients?

Yes

No

21.

For contract renewals, what is the advanced notice requirement for sending a renewal notice to customers?

10 days

Postmarked 5 days prior to renewal.

30 days prior and not to exceed 60 days.

15 days prior but not to exceed 30 days.

22.

Is a sales agent permitted to be present for or listen in during a telephonic verification or other third-party verification (TPV)?

Yes

No

23.

How long must an ARES maintain a recording of a sales call?

A minimum of 6 months

At least 1 month, not to exceed 6 months

1 year and not any longer

For as long as they are a customer.

24.

Does ComEd’s service territory cover the entire State of Illinois?

Yes

No

25.

Must you state the Utility Cost Comparison Rate, also known as the Price to Compare?

Yes

No

26.

Can you or an ARES use a Utility logo on any sales or marketing material?

Yes

No

27.

By clicking each radio button, I acknowledge that Pure Energy USA IL, LLC provided training as outlined in Illinois Commerce Commission Admin. Code, Title 83: Public Utilities and I do hereby attest that I have read, understand, and agree to the materials mentioned in the following Sections:

Employee Attestations

Introduction & Sample ComEd Bills

412.170 | Conduct, Training, and Compliance of RES Agents

412.10 | Definitions

412.40 | Alternative Electric Supplier Utility Assistance Recipient

Heat Act -Sb 651: Sales & Marketing (supplement)

Heat Act -Sb 651: Utility Assistance Recipient / Low Income (supplement)

412.100 | Marketing Materials

412.105 | Use of Utility Logo and Name

412.120 | In-Person Solicitations

412.130 | Telemarketing

412.140 | Inbound Enrollment Calls

412.150 | Direct Mail

412.160 | Online Marketing

412.165 | Rate Notice to Customers

412.180 | Records Retention and Availability

412.190 | Renewable Energy Product Descriptions

412.210 | Rescission of Sales Contract

412.215 | Deposits

412.220 | Termination of Sales Contract

ETF: Early Termination Fees

412.230 | Contract Renewal

412.230 | Assignment

412.320 | Dispute Resolution

Complaint Procedures

412.330 | Failure to Comply

412.340 | Severability

412 APPENDIX A | Uniform Disclosure Statement

28.

Attachments:

Pure Energy USA IL Uniform Disclosure Statement

Pure Energy USA IL Agent Section of the TPV

Pure Energy USA Sales Script(s)

29.

Please check this box indicating that all questions have been answered.