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I Can Help You With That Flashcards | StudBud
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I Can Help You With That
I Can Help You With That
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1
IF THE CUSTOMER IS CALLING TO DISCONNECT AND HAS LESS THAN 60 DAYS LEFT OF THEIR TERM which would have ETF…
Tell the customer they have to call back. Issue Move Order
Do not tell the customer to call back. Issue the Change order
Do not tell the customer they have to call back. Issue the Cease order.
Tell the customer they have to call tech support. Issue the Supersede order
2
In CRM, where do you go to initiate explaination the customer's bill?
Billing, Then under Quick Actions Change Order
Billing, Then under Quick Actions Move-Check
Billing, Then under Quick Actions Account Summary
Billing, Then under Quick Actions Bill Search
3
If Unified Wireless customer calling to cancel U-verse service you as Rep would?
Issue MOVE order removing U-verse products.
Issue Supersede order removing U-verse products.
Issue Cease order removing U-verse products.
Issue Change order removing U-verse products.
4
IF THE CUSTOMER IS CALLING TO CANCEL FIXED WIRELESS INTERNET
Handle the call and Cease to save.
Transfer the call to wireless support because will be able to handle call.
Handle the call to attempt to save and Cease if unable to save.
Warm Transfer the caller to Wireless Tech Support
5
IF THE CUSTOMER CALLS TO DISCONNECT WITH A PENDING CLEC PORT…
Inform the customer that the port out order is done.
Inform the customer they must call back after the port out order is done
Inform the customer that calling back is only half the problem.
Inform the customer that not to call back after the port out order is done.
6
If a customer calls to disconnect and MOVING TO A RED ADDRESS
Use disposition code “MOVE to Green – Alt Date OK
Use disposition code “MOVE to RED – Alt Date OK
Use disposition code “MOVE to Yellow – Alt Date OK
Use disposition code “MOVE to RED – Alt Date OK
7
Anytime a customer states they want to cancel or disconnect....
All calls must be transferred to and handled by the Muskrat Group
All calls must be transferred to and handled by the Customer Loyalty Group
All calls must be transferred to and handled by the Tech Support Group
All calls must be transferred to and handled by the Alcohol Annoymous Group
8
IF THE CUSTOMER IS CALLING TO DISCONNECT DUE TO MOVE AND REFUSED MOVE OFFER OR DOES NOT KNOW NEW Addressoffervacationhol
False
True
9
IF THE CUSTOMER CALLING TO CEASE AND THEY HAVE VoIP…
If unable to save, Move BAN. Do NOT proactively offer port Telco
If unable to save, Change BAN. Do NOT proactively offer port Telco
If unable to save, Cease BAN. PROACTIVELY offer port Telco
If unable to save, Cease BAN. Do NOT proactively offer port Telco
10
CPSOS is used for?
Broadband
Fiber
DSL
T4
11
When processing Port back request for PORT VOIP to TELCO you would...
Process the port back request in CCS AND in CRM
Process the port back request in TELCO AND in CRM
Process the port back request in EASE AND in CRM
Process the port back request in ASON AND in CRM
12
CUSTOMER IS DEMANDING VACATION HOLD But the customer will NOT be returning to the residence,
Issue CEASE order regardless of customer demand!
Issue Vacation order per customer demands!
Issue Disconnect order regardless of customer demand!
Issue Change order regardless of customer demand!
13
On ToBR, how long does RAH have to transfer services from OAH?
10 Days
14 Days
7 Days
30 Days
14
If the caller cannot authenticate the account...
they can use three approved data elements to authenticate the caller
they can use four approved data elements to authenticate the caller
they can use two approved data elements to authenticate the caller
they can use five approved data elements to authenticate the caller
15
CUSTOMER CALLING TO DISCONNECT IS IN BULKED BILLED CONNECTED COMMUNITY (IDENTIFIED BY BANNER AND FLASH
Transfer customer AT&T Connected Community (ACC) to disconnect or cancel.
Transfer customer Customer Loyalty Group (CLG) to disconnect or cancel
Transfer customer BB&T Connected Community (BCC) to disconnect or cancel
Transfer customer to the EBT Community (EBTC) to disconnect or cancel
16
In CRM, where do you locate customer interactions from when the customer prior called?
Ordering
Account Summary
Account History
Change Order
17
What region handles Telco Orders?
Southeast
Midwest
Southwest
West
18
For calls the customer demands CEASE and refuses offer to call back for save offers you would...
make follow up to Cease the ban once the system outage is resolved.
NOT make follow up to Cease the ban once the system outage is resolved.
make follow up to Change the ban once the system outage is resolved.
make follow up to Move the ban once the system outage is resolved.
19
Customer wants to combine Wireless with legacy account number (Telegence) with existing Uverse full name, SSN, and addy
Authentication is required for only ONE of the accounts.
Authentication is only required for Non-Account Holders!
Authentication is NOT required for BOTH accounts
Authentication is required for BOTH accounts
20
IF A CUSTOMER HANGS UP ON YOU
Notate the account verbatim and call them back.
Notate the account verbatim, call them back, and then cold transfer call.
Notate the account verbatim and DO NOT CALL THEM BACK.
Notate the account verbatim and call them back laughing.😂
21
What is the monthly fee of each Genie and/or Genie Mini?
$5 per month fee applies to Genie and ea mini. Genie 2 has no charge
$7 per month fee applies to Genie and ea mini. Genie 2 has no charge
$8 per month fee applies to Genie and ea mini. Genie 2 has no charge
$0 per month fee applies to Genie and ea mini. Genie 2 is $7
22
IF A CALL DROPS unintentionally in midcall and the customer was identified
If the call drops AFTER authentication, don't call the customer back and no
If the call drops Before authentication, immediately call the customer back
If the call drops During authentication, don't call the customer back
If the call drops AFTER authentication, immediately call the customer back
23
Spouses can approve credit checks on accounts as long as they can authenticate.
True
False
24
In CRM, what tab can you see the customer's Monthly and MRC?
Eligiblity and Offers Tab
Orders Tab
Account History Tab
Products and Pricing Tab
25
When existing Uverse services customer wants to combine with DirecTV CRM BAN
NEVER CEASE SERVICES to combine!
Transfer the customer to DirecTV to further handle the account.
Always CEASE SERVICES to combine!
Escalte the customer to a Manager to decombine bill.
26
If CPNI status is N, P, X, or F on the account, some disclosures must be read
False
True
27
A CUSTOMER WANTS TO CANCEL AND PORT VOIP TO TELCO
Give them information a about 1st year's subscription to Reader's Digest.
You give information about port back to Telco on DEMAND only.
You only offer information about port back to Telco on DEMAND only.
Only offer information about port back to VOIP on DEMAND only.
28
If Unified Wireless customer calling to cancel U-verse service..
Issue Cease order removing U-verse products.
Issue Move order removing U-verse products.
Issue Supersede order removing U-verse products.
Issue Change order removing U-verse products.
29
Only offer information about port back to....
Telco or inform customer port to VOIP Wireless on DEMAND only
RNS or inform customer port to CLEC on DEMAND only
Telco or inform customer port to CLEC on DEMAND only
CCKM or inform customer port to CLEC on DEMAND only
30
If a customer wants multiple products in OPUS you will...
Select Entertainment Products to continue.
Select Connected Devices to continue.
Select Consumer Poodles to continue.
Select Wireless to continue.
31
Credit Check disclosures have to be given verbatim
False
True
32
The 3 categories for Existing Customers in OPUS are..
Connected Devices,Wireless, Entertainment Products
Connected Devices, Entertainment Products, Integrated Products
Entertainment Products, VOIP Wireless, Connected Devices
Wireless, Customer Products, Connected Devices
33
IF A CALL DROPS unintentionally in midcall and the customer was identified…
Only make 3 attempts to call back.
Only make 1 attempt to call back.
Only make 2 attempts to call back.
Only make 5 attempts to call back.
34
Waiver of NRCs can ONLY be done when a product....
is changed in error on the initial order.
is ceased in error on the initial order.
is removed in error on the initial order.
is added in error on the initial order.
