1.

The customer you're speaking with is saying, "I just got this new TV and am watching sports and the picture looks 'swimmy', like everything is moving too fast. How do I fix this?" What should you tell him?

a. There is no issue the customer is just not used to seeing his programming so clearly. The picture quality of his new Samsung TV is superior to that of his previous set. Explain to the customer that there is no issue and he will soon adjust to seeing the picture so clearly b. The customer has the Auto Motion Plus feature set improperly for the program c. The customer needs to enable the Game Mode picture option

2. Your customer states I bought a Samsung UN46D8000 TV and BD-D5500 Blu-ray player, and the sales representative said I could use one remote to control both devices. How do I do this? a. To control the Blu-ray player with the TVs remote you will need to use the BD-Wise feature and have the player connected to the TV with an HDMI cable. b. To control the Blu-ray player with the TVs remote you will need to use the Anynet+ feature and have the player connected to the TV with an HDMI cable c. The sales representative was mistaken and this is not possible.

3. A customer wants to set up an alarm for the morning and wants the TV to turn on to his HD cable box connected with HDMI. No matter what channel he selects the TV always turns on to the coax source and there is no signal. How can the customer change the timer so it will turn on to the cable box? a. There is no way to select HDMI, Component, AV or PC for the On Timer function b. The customer must go into the Timer option and under "Source" select the appropriate HDMI source so the TV will turn on to the cable box

c. There is a setting in the service menu that will allow the customer to select the HDMI source for the On Timer setting

4. The customer you're speaking with tells you, "I have a LN32D550 and I am trying to watch TV with closed captioning. I have my HD cable box (Motorola) connected with HDMI, and I have already contacted my cable company. They told me I needed to enable closed captioning on the TV, but every time I press the CC button I get the message 'Not Available' and when I go to the Closed Captioning feature in the Menu, it is grayed out. How do I get my closed captions?" What should you advise the customer? a. The grayed-out menu selection and message appear because that channel does not have Closed Captioning. When the program is carrying a Closed Captioning signal, the menu selection and CC button will operate normally. b. The Closed Captioning signal is not carried by HD programming. If you would like to use closed captions you will have to switch your HD cable box to an SD channel, then the option will be available in the Menu. c. The Closed Captioning signal is only carried on the Coax/RF and AV/Composite connection. If you are using an HDMI connection, the Closed Captioning function will be unavailable. However, your cable box should have a Closed Captioning function that can be toggled on and off. Speak to your cable company again for more information

5. The customer youre speaking with has a UN46D6300. She tells you, "I don't understand what's happening with my TV! I've tried everything I can think of, but it keeps getting all these annoying pop-ups. They show up every thirty minutes or so, and they happen on every source, even if I'm watching TV from my DIRECTV box. Please help me make these pop-ups stop!" What could be the issue, and how do you help her resolve it? a. Advise her that we need to see a picture of what she is seeing and submit a ticket for the panel evaluation queue for further troubleshooting b. Have the customer perform a Picture Test. Leave the picture test up to see if the pop-ups still appear after thirty minutes. If they do, set up the TV for service. c. When you ask the customer what the pop-ups contain, she says it looks like advertisements for the TV. Advise the customer that the TV is in something called Demo Mode, and help her change this setting. d. When you ask the customer what the pop-ups contain, she says it looks like advertisements for the TV. Recommend she take the TV back to the store, since they obviously sold her the store demo model.

6. Customer states "Every time I try to use the QWERTY side of my remote, the display scrolls the message 'NEEDS PAIRING PRESS SYS + TAB' How do I get this to stop and my remote to work?"

a. b. c. d.

Clear the Bluetooth pairing data by pressing Mute, 0, Mute, 0. Remove the batteries for 30 seconds. Press the SYM + TAB buttons and hold the remote within 8 feet of the TV. NCP the customer a new remote if they are still in warranty.

7. Truman Burbank is watching a Blu-ray disc on his Blu-ray player connected via HDMI to his UN40C6500. He is trying to select FILM MODE, but it is grayed out and unavailable. Which of the statements below explains why FILM MODE is grayed out? a. Film Mode is only available when the incoming signal is 480i (SD). b. Film Mode is only available when the incoming signal is 1080p (HD) and 24 frames per second (fps). c. Film Mode is only available through the television source. d. Film Mode is only available when using a DVD player connected via AV/Composite.

8. The customer youre speaking with says, "I read online that I can use my Android phone as a remote for my Samsung TV. How do I do this?" What do you tell him? a. It is not possible to use a phone as a remote because it does not emit an IR (infrared) signal. b. It is possible, but only with a Samsung Galaxy Tab 10.1 or 8.9. c. It is possible using the phone's pre-installed "Remote" app and connecting the phone and TV to his home Wi-Fi network. d. It is possible if he installs the "Samsung Remote" or "Smart View" application from the Android Market, ensures both the phone and TV are compatible with the app and that he connects both to his home Wi-Fi network.

9. You're speaking with a customer about his new LED TV. He tells you that it constantly picks up smudges and fingerprints. He's tried using a soft lens cloth, like he uses to clean his glasses, but it doesn't do the trick. "What else can I do to get rid of the fingerprints?" What do you tell him? a. Use ScreenClean or a similar alcohol-free, benzene-free, ammonia-free, screen cleaner. Apply it to a soft, cloth and rub gently. b. Only a smooth, dry cloth can be used to clean your TV. There are no approved liquids that wont damage the screen. Just rub a little harder. c. Dampen a paper towel with some Windex. That should do the trick. d. Use a mild soap or detergent. If that doesn't get it off, try a more abrasive scouring pad.

10. A customer states I bought a Samsung UN46D8000 TV and HT-D6730W home theater, and when I turn on the home theater to listen to a CD or the Radio the TV always turns on too.

a. b. c. d.

When I turn off the TV the home theater also turns off. This is really frustrating because I dont want the TV on while I listen to music. How do I make this stop happening? The BD-Wise feature is causing this to happen. Help the customer disable BD-Wise. The Anynet+ feature is causing this to happen. Help the customer disable Anynet+. Have the customer either check her HDMI cable with a different device or check a different HDMI cable with the HTS. This is not normal operation for these units. The only work-around is to mute the TV while she is listening to music through the HTS.

11. Your customer tells you, "I am trying to use the PIP function on my TV. I have the coax cable from my antenna running into the TV, but PIP is grayed out. This worked on my old tube TV just fine. How do I get this to work on this new TV?" What is your response? a. Televisions made after 2005 are engineered with a single tuner. This requires the user to use two sources for the Picture in Picture function. > Before 2005, most PIP capable Samsung TVs had two built-in tuners. If you connected a cable TV source or antenna to each tuner's input jack, you could watch two channels simultaneously using the TV's two tuners and its PIP function. > Since 2005, all Samsung TVs have been equipped with a single tuner. This change changed the meaning of PIP. Because TVs had only a single built-in tuner, you could not use PIP to watch two channels at the same time unless you connected a second, external tuner to your TV such as a cable box or satellite box. b. Reset the TV and try again. c. The PIP function for Dual Tuner PIP needs to be enabled through the System menu. Menu > System > General > PIP > Dual Tuner PIP. Once Dual Tuner has been enabled you can use PIP just like you did before.

12. A customer contacts you and states, I am trying to buy a couple of your TVs for use in different places in my house and recreational equipment. I was looking for a couple different specs, I would like to find a 22 inch TV that I can mount behind a two way mirror in my bathroom and I cannot find anywhere on your site saying which TVs will work for this application. I also want to mount a TV in My RV, but I dont know which of your TVs is made to withstand the bouncing that can occur in an RV. Finally, I want to mount a TV in my covered patio but I dont know which of your TVs are made to be mounted outside. Where can I find this information on your site? Where can you find this exact information for the customer? a. All of this information can be found in the service manual under the heading Practical Applications. Samsung TVs have been tested in various environments; this information is not posted on the Samsung homepage, but can be found in the service manual. b. No Samsung TV can be used in any of these circumstances; it will void the limited manufacturers warranty.

c. These are not a spec we could provide as it is not normal operating conditions for our TVs. These are situations that the TVs are not tested for as it was not their intended design. If there are specific specifications that are needed: minimum lumens value for a TV mounted behind a mirror, we could provide that information..

13. Peter Benton has purchased a new Samsung Smart TV and says that it was advertised as having a Clear Motion Rate of 240, but in the menu it displays as being 120Hz. Why isnt it 240Hz? a. This TV must have been mislabeled at the store; 120Hz televisions will have a Clear Motion Rate of 120. We apologize for the confusion b. Clear Motion Rate is not just a measurement of the panel processing speed but also the backlight and refresh rates combined. c. Clear motion rate is a new feature added to boost the performance of the 120hz processor. Although the television has a 120Hz processor, the Clear Motion Rate software will boast the performance so it is functioning at 240.

14. A customer says, "I just got this new TV, the UN55ES8000, and everything looks like it's a little too smooth, like it's TOO real. What is making my TV look like this? What should you explain to the customer?

a. The customer is likely referring to the effects of having Auto Motion Plus enabled. They should disable or adjust AMP if they do not like the effects of this feature b. The customer needs to lower the Dynamic Contrast Ratio in the picture settings. c. The customer is not used to seeing their programming in 1080p. Explain that there is no issue and that they will soon adjust to seeing the picture so clearly. d. The customer should downgrade from an HDMI cable to a composite cable.

15. Your customer states, "Whenever I turn off the lights in my room to watch TV, the TV dims, and when I turn them back on it brightens. This is really annoying, and I want it to stop doing this. Is there a firmware update to correct this problem?" What should you tell them? a. "Yes, there was a firmware released to disable this function on the TV." b. "No, there is no firmware to stop this. This is normal operation for the TV." and help the customer disable the Eco Sensor. c. "No, there is no firmware to stop this. Your TV will require service."

16. Your customer tells you, "I keep seeing this image of a gauge with a needle and a little symbol of a battery. It appears on the TV then it goes away. It happens whenever I press INFO. What does this mean?" What should you tell the customer?

a. This indicates that the TV is in Demo Mode. Once the TV is removed from this mode, the customer will no longer see that symbol. b. This is an indicator of how much power is left in the batteries in the remote control. It helps avoid issues where the batteries are running low in the remote control and the customer is unaware. c. This is a gauge showing how much power the TV is using versus the older model tube TVs.

17. Your customer tells you, "I am trying to use these Gesture Controls with my new UN46ES8000, and I keep waving at the TV but nothing happens. Is this TV broken?" Select the best answer. a. You must first setup a smart Hub ID with facial recognition. If the TV does not recognize your face it will not allow you to use Gesture Controls. b. Check to make sure the camera is setup properly for the customer's environment. c. Advise the customer to wave in a slower motion. Waving too fast will cause the TV to not respond.

18. Your customer tells you that Gesture Controls aren't working on her PN51E8000. Which of the following should do first? a. Check the position of the camera. b. Perform a Gesture Controls Environment Test. c. Advise her that this model does not have Gesture Controls. d. Tell the customer to stand on her head and wiggle her toes to see if the camera detects her feet.

19. What is LED Motion Plus for a Samsung television, and what does it do? a. LED Motion Plus is the same feature as Auto Motion Plus. It has simply been renamed beginning with 2011 model LED TVs. b. LED Motion Plus is a feature unique to Samsung's LED TVs. Samsung has developed a motion controlling processor that uses the light from the LEDs to enhance the speed of fluid motion on the TV. c. LED Motion Plus is a feature unique to Samsung LED TVs. This feature helps eliminate blur on many LED model TVs.

20. Your customer tells you, "I am trying to control my new UN46ES7500 with voice commands, but the TV doesn't seem to listen. I say things like 'source' and nothing happens, or 'channel up' and again nothing happens. Why doesn't the TV do what I tell it to do?" Choose the best answer for this situation. a. The customer must say the trigger word (default "Hi TV") before saying the command. b. The customer's viewing environment may be too loud. c. The UN46ES7500 does not have Voice or Gesture Controls; only the 8000 series televisions do. d. The customer should try saying "Please."