Billing Assessment Quiz: Trivia! MCQ

The best way to handle Mrs. Koda's request to save money is to use the Offer Management Tool to find an appropriate offer for her. It is important to speak to the value of the service and provide downgrade options if necessary. If Mrs. Koda threatens to discontinue services or switch providers, the call should be transferred to the Retention Department for further assistance.

The customer's concern is that her payment made last week was not reflected on her most recent bill. The correct answer suggests addressing the customer's concern by informing her that the payment was received after the billing date of July 21st, which is why it was not reflected on the bill. However, the representative assures the customer that they would be happy to review her account balance with her.

A compliant upgrade refers to a situation where a customer is sold an additional core product, such as cable, phone, or internet, along with an increase in price of at least $15 per month. This means that in order for an upgrade to be considered compliant, it must meet both criteria of adding a core product and increasing the monthly price by at least $15. Therefore, the given statement is true.

The CAE should educate the customer on their current services and what they would lose by disconnecting. This is important because it allows the customer to make an informed decision and understand the consequences of disconnecting or downgrading their services. By providing this information, the CAE can help the customer make the best decision for their needs and potentially prevent them from disconnecting altogether.

The correct answer is to review the account history, change the box data screen and rate codes; if necessary, have the account back-dated to the date when the box was exchanged. This is the appropriate step to address Mr. Seacrest's concern because it allows for a thorough investigation of the issue by reviewing the account history. By changing the box data screen and rate codes, any incorrect charges can be corrected. Back-dating the account to the date of the box exchange ensures that Mr. Seacrest is not charged for a service he no longer has.

The best course of action is for the CAE to identify the box from which the movie was ordered and educate the customer on how to use the Parental Control and Purchase code features. This action not only addresses the immediate concern of the disputed charge but also provides a solution to prevent similar issues in the future. By educating the customer on how to use these features, Mrs. Reynolds will have more control over what can be ordered and viewed in her household, reducing the likelihood of unauthorized purchases.

To avoid permanently damaging his credit score, the customer in collections status needs to pay the entire balance now over the phone, at a service center, or pay the collection agency directly. This ensures that the outstanding debt is cleared and there are no delinquent accounts or unpaid bills that could negatively impact the customer's credit history.

The billing overview tab - PAYMENT CENTERS - does not only provide a link to get directions to the service centers. There may be other information or options available on that tab, such as different payment methods, contact information, or additional resources related to payment centers.

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The statement is false because there is no mention of any one-time fee of $5 when a customer signs up for the Eco-bill. Therefore, customers will not be charged a one-time fee of $5 when signing up for the Eco-bill.

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If a customer has filed for bankruptcy, their debts are typically discharged and they are relieved from the obligation to repay those debts. In this case, if the equipment charges were included in the bankruptcy, it means that they were listed as a debt to be discharged. If the equipment was stolen, it would be considered a loss and therefore included in the bankruptcy write-off. Therefore, the statement "the equipment charges may be included in the bankruptcy write-off if the equipment was stolen" is true.

A customer is not necessarily transferred to the Collections Department if the account is active with an outstanding balance. The Collections Department is usually responsible for handling overdue or delinquent accounts, not necessarily all accounts with outstanding balances. Therefore, the statement is false.

CASPER's Monthly Upgrade Marketing Campaigns and the Offer Management Tool can be used on a regular basis when informing the customer of current promotions. These documents contain CAE-offered promotion rates and provide the necessary information to effectively communicate the promotions to the customer.

The customer upgraded to the $159.99 bundle, which has a billing cycle of 31 days. The partial charge is calculated by dividing the cost of the bundle by the number of days in the billing cycle and then multiplying it by the number of days the customer used the service. In this case, the customer used the service for 12 days, so the partial charge would be ($159.99/31)*12 days.

The latest Comcast rate increase reflected on customer's bills between January 22, 2011, and February 21, 2011, which is the fiscal February bill. This means that customers would have seen the rate increase on their bill for that specific billing period.

This scenario is an example of a compliant sidegrade because the difference in price between the previous cable promo and the next higher cable service is more than the $5 ARPU sidegrade rule.