stud
bud
Sign up
Log in
Home
Library
Explore
SAT
More
Midterm Assessment Flashcards | StudBud
Explore
/
Midterm Assessment
Midterm Assessment
15 terms
·
StudBud Administration
·
445 plays
Review for Assessment
Flashcards
15 cards
F
Practice quiz
P
Host live
L
Questions
15
Answers
1
You never have to ask probing questions on a call to truly resolve the stated and unstated needs.
True
False
2
Which CAB are you using when providing a pitch for the loyalty reward that treats the stated and unstated needs?
Probing for Information
Establish a Consultative Tone
Complete the interaction
Position the Solution
3
How many days do you have for SSG?
20 days
14 days
30 days
10 days
4
Some customers that call in might have and older plan or a promotional plan.
True
False
5
Where should you transfer once you accept an upgrade or add a line in NBA?
Order Support
Care
Tech Support
Telesales
6
Name the metric and percent that you raise by clicking accept, maybe, or decline in NBA before saving and closing:
NBA Launch, 86%
NBA Utilization, 86%
CST Utilization, 90%
NBA Usage, 90%
7
If the cx is angry and you are not able to de-escalate what do you do next?
Get angry too
Give them a warning before hanging up
Transfer them to another department
Bump up the call to next level support
8
At the end of 18 mos what is the pay off for a lease called to own the device?
Suggested Retail Price
Fair Market Value
Purchase Price Option
EOL
9
On our sprint website what are the 2 purchase types for phones?
Monthly Recurring Charge and SRP
Monthly Installments and Lease
SRP and Sprint Flex Lease
Down Payment and SRP
10
What are the 2 different devices cx could use if having issues with dropped calls or data usage?
Magic Booster & Airpop
Advance Call Enhancer & Magic Jack
Dropped Preventer & Better Data user
Magic Box & Airave 4 LTE
11
What type of kit do we send people returning their device after cancelling their lease?
Padded envelope
Return Device Kit
RMA Kit
Nothing take it to a store
12
2 documents used in training that provide more detail for Save, Trigger, and Upgrade Promo offers?
Closing the Sales & Overcoming objections
Probing Skills Guide & Call Handling Customer Account Services Call Flow
Churn Clues - Account Services & Account Number Pin Request
SAVE Offer - NBA & Churn Trigger Alerts - NBA
13
What tool do we use to look at coverage and submit a ticket if needed?
CST
Glance
Store Locator
Sprint Coverage Map
14
You ALWAYS process adjustments for a customer to save their account even if it isn't a Sprint Error
True
False
15
If we refresh a device before checking the Device Sunsetting doc we could make the device stop working on Sprint Network
True
False
