April Quiz 1

1. Authentication is to be done for every service request that will require customer account interrogation

True

False

5. What is Easy Share?

An easy way for customers to share bundles

A service that allows prepaid subscribers to transfer airtime to other prepaid customers.

6. Lebogang wants to buy airtime through E Recharge, what steps must the dealer follow:

The dealer enters the customer’s phone number and the top-up amount from his/her mobile phone

Customer confirms and validate both the phone number and the amount entered

Customer pays for the top-up amount and the dealer transfers the airtime

Customer receives an SMS notifying him/her of the current balance

8. Boipuso wants to share P20 airtime with her grandmother in Pitsane. What must she dial?

SMS “SEND 72000000 20 1234” to 155

SMS “SEND 72000000 1234 20” to 155

9. What is considered good telephone etiquette when assisting customers?

Use the customer’s name at first opportunity

Put callers on hold only if they agree to it.

Thank them for waiting when you return to the line

Use the customer’s name at-least three times on a call, preferably at the beginning, mid and end of call

10. Matching is the ability to move into your customer‘s world, respect it as being true for your customer, understand how it works and work within that world.

True

False

12. Verification shall be done on every call received provided it doesn’t require interrogation of customer account.

True

False

13. Students have access to only Primary school learning material on Atlega

True

False

14. Card to wallet is only available to customers who have accounts at Standard Chartered Bank.

True

False

16. Which Customer Care Application is used for N’stakolle transactions?

Pretubs

Ezra

17. Which statement is true for N’stakolle payments?

Customers can opt for partial payment

Customer is expected to pay the loan amount due at once

Customer can opt for full amount payment

18. Tshego wants to subscribe for N’stakolle loan but does not qualify, the following statement is true:

She can improve her profile by transacting monthly, sending money, paying utility bills and doing mobile top ups through OM

Nothing, with time she can get lucky and have the system accept her request

19. Customers are charged _____ penalty fee of their N’stakolle loan amount per ____

5%, per month

1.5 %, per week

1%, per day

20. Keabetswe wants to buy shoes online, but he is afraid to put his OM Card details on any international website. What do you advice?

Try using a Standard Chartered instead

Just be bold and not scared of the internet

Create OM Virtual card

21. How many transactions can the OM Virtual Card be used on?

As many as you want, provided it is within 14 hours

Only one transaction is allowed on the virtual card

22. What is 5G?

5th Generation mobile network

An agile network, which allows the emergence of new users and a significant improvement in the customer experience

23. What are the benefits of 5G?

Lower latency

Increased bandwidth

Greater capacity

It is accessible everywhere

26. Sim only Offers are available in:

6 and 12 months contract

12 and 24 months contract

6, 12 and 24 months contract

27. The Credit Limit is a monetary amount that the customer anticipates to spend on using network services over & above the monthly rental.

True

False

28. Post paid customers who have reached their data limit can subscribe for All My Internet.

True

False

29. A post paid bill can only be paid after bill run, but never at the point of contract signing.

True

False

30. Vuka Chat service that allows low cost communication between users on a 1 to 1 (private chat) or 1 to many basis.

True

False

31. Which application is used to unsubscribe customers from 3rd party services?

Vuka

Brastorne

Routemobility

Iceberg

32. Which Konnecta offer is considered the Hero Offer?

Konnecta Max

Konnecta Prepaid Max

Unlimited Prepaid Max

33. Zsmart is used for:

Customer verification

Checking customer airtime usage

Checking OM transactions

34. Karabo over scratched her airtime recharge card. Which application will be used to assist her retrieve the recharge pin?

Pretups

Ideal

Uniportal

36. Thatayaone called 123 and is asking for her easy share pin to be reset. Which application will be used to assist?

Uniportal

Pretups

37. The following can be actioned on a closed case:

Contest case

Remind a case

Child Case

39. Line Activation (Deactive Due to Non Recharge) is logged when a customer requests to have their line activated following non-recharge of their account.

True

False

40. To retrieve the customer’s PUK, you need to click on:

Releasebal

SIM Card Profile

Account Debt Query

April Quiz 1

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