Do you know? Or do you need to learn?
Lifeline Knowledge Quiz
Test your knowledge about our Lifeline program and gain valuable insights! This quiz will challenge your understanding of customer service protocols, activation procedures, and program qualification requirements.
Are you ready to discover:
- How to best assist customers?
- Important activation steps?
- Ways to handle customer concerns effectively?
How many times a day can we give out a lifeline only device (phone)
Once
Twice
As many as long as customer qualifies
Never
What documents does the NAV require to show proof the customer qualifies for either cal fresh or medi-cal
EBT Card and receipt
Any Medi-Cal Card
Medi-Cal Card issues within a year
Verification of Medi-Cal paper or Notice of Action for Cal Fresh/Med-Cal
How do you complete an activation for a tablet?
Play YouTube video for 30 seconds
Play YouTube video for one minute and call back office
Play YouTube Video and show customer it is working
Make sure it’s on and working to give to customer
Inventory check is only done at the beginning of day
True
False
How do you activate a SIM card for a BYOD order?
Call back office with sim number
Put into a phone and make a 15 second call
Hand to customer and let them know to make sure they use it
Complete a call and stream a YouTube video for 30 seconds each
Why is the group chat important?
It shows hourly updates
It has important memos posted
Gives you the location you will be at or any changes to location
All of above
What do you do with a RMA device?
Let your manager know
Write RMA on the box
Fill out the imei on inventory sheet
Give to customer as long as it works
What is your goal here at this company?
Hit quota and have for sure payment
Travel and grow into newer positions
Hire and help train new employees
All of the above
If the company threw a company picnic, which sport would you like to compete in?
Volleyball
Softball
Kickball
Flag football
What’s your favorite food? In case a manger decides to surprise you!
IN N OUT
A good salad
Starbucks
Anything
We can cancel ACP when processing a tablet and the phone number page pops up yellow and not green
True
False
We can cancel ACP when processing a tablet
True
False
What do you select when running and application for a handset?
Combination, No Tablet
Lifeline Only
Seperate, No Tablet
Combination, With Tablet
When is it ok to run a customer for separate Lifeline and ACP
Once per year
Once per month
Never
Twice per year
What do you do when a customer is acting irate because they did not qualify?
Be sincere and provide customer with 1-800 and come back in 48 hours
Give customer California Lifeline Number
Reach out to manager
Call Law Enforcement
All of the above
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