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A detailed illustration of a customer service representative assisting a customer over the phone surrounded by icons symbolizing billing, devices, and customer support.

Customer Service Knowledge Assessment

Test your knowledge in customer service and billing procedures with this comprehensive quiz! Covering topics from payment arrangements to device exchanges, this quiz is designed to enhance understanding and improve performance.

23 thought-provoking questions
Multiple choice format
Perfect for training and self-assessment

23 Questions6 MinutesCreated by HelpingHand520

At the end of 18 months, customer can return the phone and upgrade to a new phone. Buy the phone, or continue using the phone with month-to-month payments

Installment Billing

Swap

Flex Lease

Flipflop

Which feature is NOT included in the Unlimited Basic, Unlimited Plus, and Unlimited Premium plans?

Mobile Hotspot

Long Distance

Caller ID, Voicemail, Call Waiting, 3-Way Calling

Direct Connect Plus $5 add-on DCPLUS5

Which is an example of Monthly Recurring Charges (MRC)?

Assisted Support

Upgrade Support

Equipment Charges

Late Fees

What is the reason for the partial charges?

New activation or reactivation that occurs on any date other than the bill cycle date.

Collection path suspensions when the account has been suspended mid-cycle.

Service plan changes that are effective on the bill cycle date.

What is the recommended time to customer to complete the signing for RAI Orders?

24 hours

48 hours

72 hours

7 days

Customer can process the following transaction via self service except one:

BIll reprint

Changing Customers Caller ID

Device Order Upgrade

Payments

For Promise to Pay Payment Arrangement for Cash Only Payers, which is NOT True?

PTP is available via self-service options.

PTP takes customer out of the collection path for duration of PTP; account balance continues to age.

Specialists should never mention Promise to Pay (PTP) until they qualify the account as a cash payer and determine customer is eligible for a Payment Arrangement.

Qualify customer for Promise to Pay when they say they do not have a bank account, credit/debit card, or only make payments in cash.

Which of the following statements is included in SWAP process ?

Both the current and new phone should be turned of during the swap and programming process

The new phone should be turned on during the swap and programming process

The current phone should be turned on during the swap and programming process

Both the current and new phone should be turned on during the the swap and programming process

Which of the following is the correct statement under installment billing

IB customers may be eligible for upgrade with giveback ( return of old IB device that is damaged )

Taxes are assessed on the full SRP value of the device at the point of sales

The entire remaining IB balance may only be paid after the 9th month.

Any promotional discount applying to the future monthly charges will also apply

Choose the correct expectation that we need to discuss or provide to customer once we complete lost/stolen restriction on the device

During the restriction period, voice,data,text, and direct connect are restricted

Account spending limit does not apply

Monthly recurring charge and any third-party-service fees will not continue to bill

Voicemail service is not disabled during restriction period.

Payment due date is approximately

23 Days after Cycle Start Date

14 days after Cycle End date

3-5 days after the cycle was approved

None of the above

The amount of financing available for the account

EC BALANCE (ECB)

CREDIT CLASS

LINE CONTRIBUTION AMOUNT

EC available (ECA)

What are the things we need to consider for an "Early Upgrade for Installment Billing (IB) -?

Early upgrade for Installment Billing is only eligible for select Apple devices (Currently the iPhone 12 models)

Requires 50% of SRP to be paid off. Number of payments does not matter.

Customer must give back device and be in good standing. The Early Upgrade option is included and will be scripted.

The upgrade screen in CST will show lease eligibility or IB eligibility based on what financial obligation is active without any additional action by the user.

An account with __________ could have a pending payment scheduled to process on the account's due date.

Payment Support Fee

Funds transfer

Auto Pay

Payment arrangement

For Promise to Pay Payment Arrangement for Cash Only Payers, which is NOT True?

PTP is available via self-service options.

PTP takes customer out of the collection path for duration of PTP; account balance continues to age.

Specialists should never mention Promise to Pay (PTP) until they qualify the account as a cash payer and determine customer is eligible for a Payment Arrangement.

Qualify customer for Promise to Pay when they say they do not have a bank account, credit/debit card, or only make payments in cash.

Under Return & Exchange Requirements, If the IMEI does not match due to select reasons (a device flip-flop or a replacement device was sent to the customer and the IMEI was not updated in the system) then agents MUST. ( Select 1 answer)

Proceed with a CANCEL TRANSACTION.

Proceed with a NEW TRANSACTION.

Once IMEI has been confirmed updated by NSS, you must CREATE a NEW transaction.

If prompted by the system and the IMEI still does not match, make sure you update the IMEI field with the newly presented IME

When setting up PA, specialist goal is to always get the highest _________.

Bill

Past due

Payment

Eligibility code

Select the spending limit threshold percentage that will cause the account administrator's phone to be hotlined.

50%

70%

80-90%

100%

Purchase must be return/exchange to point of sale except one

Device must be returned in like new condition and undamaged

An exchange does not extend the return period

Service cancellations within 3 days of activation

Installment billing exchanges to a different device require a new installment billing agreement by the account holder

If the customer declines the self-help option, we can still process and waive the$10 service charge fee.

True

False

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