NBA Knowledge
NBA Knowledge Test
Test your knowledge on NBA customer service best practices with our engaging quiz! This quiz is designed to challenge your understanding and application of appropriate dispositions for various customer scenarios in the NBA field.
- 10 multiple choice questions
- Instant feedback on your answers
- Perfect for those looking to refresh their customer service skills
Customer is calling to change the appointment date since the technician didn’t show up, which disposition will you make?
Service / Installation
Service / Field Tech
Other / other
None
How do you disposition a customer calling to disconnect service because going with another provider has the same speed but a cheaper price?
Speed/ too slow and competitor offers lower price
Speed/ too slow and competitor offers higher speed
Service/ Poor quality/ inconsistent service
None
How do you disposition a ghost call on sales force?
Call drop tab no sales force account
Call intent à not verified à Account inquiry/Ghost dropped call.
Call intentà Verified-à Account inquiry/Ghost dropped call.
None
How do you disposition a ghost call where you already have account information yet you didn’t get the chance to verify on sales force?
Call drop tab no sales force account
Call intent a not verified a Account inquiry/Ghost dropped call.
Call intentà Verified-à Account inquiry/Ghost dropped call.
None
What is the process that you have to follow when a customer tell you since the beginning of the call “I want to make a payment”?
Tell the customer you can’t take payments and offer the number so he/she can call the correct department
You asked for the account information, verify and disposition correctly on sales force and NBA and then transfer the call
You explain to the cx can’t take payment and transfer right away.
You asked for the account information, you verifiy on sales force and match your NBA and interaction log, then transfer to CFS.
The “Military Deployment” option on which primary reason enters?
OTHER
UNCONTROLLABLE
After clicking on “Confirm Selection” which of this options does not appear?
BAN
CASE ID
ORDER NUMBER
PRIMARY AND SECONDARY CALL REASON
Customer is calling to know if the equipment that they are using is lease or purchase, which disposition will you do?
Billing / account inquiry
Modem return / return modem
Other / other
None
Customer is calling to know what promotions we have available, which disposition will you do?
Billing / Account Inquiry
Price / Can’t afford
Other / other
Customer is calling to dispute a higher charge for their DTV service, which disposition will you do?
Other / other
Billing / account inquiry
Price / Bill not what quoted
None
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