Certified Finance Specialist Cfs Training

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  • 1/97 Questions

    The word "Welcome" will tell you this is a first bill.  Normally in a non-firtst bill scenario the message will say "Hello" instead.

    • True
    • False
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Certified Finance Specialist Cfs Training - Quiz
About This Quiz

Answer questions based on all the modules covered in the CFS training.

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  • 2. 

    The telephone number of the subscriber unit.

    • UFMI

    • SSN

    • PTN

    • BAN

    Correct Answer
    A. PTN
    Explanation
    PTN stands for Personal Telephone Number, which refers to the telephone number of the subscriber unit. This is the unique number assigned to an individual subscriber's telephone line or device, allowing them to make and receive calls. The PTN is used to identify and connect the subscriber to the telephone network, ensuring that calls are routed correctly.

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  • 3. 

    If customer can't provide PIN, apologize for the inconvenience then end the call.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    This statement is false because if a customer cannot provide their PIN, the appropriate action would not be to apologize and end the call. Instead, the customer service representative should try to assist the customer in finding an alternative solution or provide guidance on how to retrieve or reset their PIN. Ending the call without attempting to resolve the issue would not be a satisfactory customer service approach.

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  • 4. 

    Thank you for calling Sprint Customer Finance Services.

    • Identify caller

    • Closing

    • Greeting

    • Identify account

    Correct Answer
    A. Greeting
    Explanation
    The given correct answer is "greeting". This is because the caller is calling Sprint Customer Finance Services, and the first thing that the customer service representative should do is greet the caller. This sets a positive tone for the conversation and shows professionalism. By greeting the caller, the representative acknowledges their presence and makes them feel valued. It is an essential step in providing good customer service.

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  • 5. 

    During closing, if customer has an additional issue, help by transferring to another agent.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    During closing, it is not appropriate to transfer the customer to another agent if they have an additional issue. Closing is the final stage of the customer interaction, where the agent is expected to resolve all the customer's concerns and bring the conversation to a satisfactory conclusion. Transferring the customer to another agent at this point would disrupt the closing process and potentially lead to frustration for the customer. It is more efficient and effective for the agent who initially handled the interaction to address any additional issues before closing the conversation.

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  • 6. 

    "S" activity code

    • Solution

    • Subscription

    • Suspension

    Correct Answer
    A. Suspension
    Explanation
    The correct answer is "suspension" because the given options are all words that start with the letter "s" and are related to some kind of action or state. "Solution" and "subscription" are both positive words that imply progress or continuation, while "suspension" is a negative word that suggests a pause or halt in activity.

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  • 7. 

    It is imposed directly on customers, which Sprint collects on the government's behalf.

    • Additional Sprint Charges

    • Surcharges

    • Overages

    • Government Fees & Taxes

    Correct Answer
    A. Government Fees & Taxes
    Explanation
    The correct answer is "Government Fees & Taxes" because it is stated in the given information that the charge is imposed directly on customers and collected by Sprint on behalf of the government. This suggests that the charge is related to government fees and taxes.

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  • 8. 

    It occurs when a customer calls to complain about a charge. It is a request to investigate and resolve a charge that the customer feels is unjustified.

    • DCK

    • Follow up

    • Dispute

    • Memo

    Correct Answer
    A. Dispute
    Explanation
    A dispute is the correct answer because it involves a customer calling to complain about a charge and requesting an investigation and resolution for a charge they feel is unjustified. This suggests that there is a disagreement or conflict between the customer and the company regarding the charge, which is why a dispute needs to be addressed and resolved.

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  • 9. 

    Fix it or find someone who can.

    • Offer Assistance

    • Identify Account

    • Problem Resolution

    • Review Account

    Correct Answer
    A. Problem Resolution
    Explanation
    The correct answer is "Problem Resolution" because it is the most appropriate option for addressing the issue mentioned in the question. The other options, such as "Offer Assistance," "Identify Account," and "Review Account," do not directly address the problem at hand and are not as effective in resolving the issue. "Problem Resolution" suggests actively working towards finding a solution, which is the most suitable course of action in this situation.

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  • 10. 

    APC payment is for free and it accepts payment made by check, credit card, debit card and cash.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because APC payment is indeed free and it accepts various forms of payment including check, credit card, debit card, and cash. This means that customers have multiple options to make their payments without incurring any additional charges.

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  • 11. 

    International Roaming occurs only when customers travel internationally and use their phones in a foreign location.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    International roaming refers to the ability of a mobile phone user to automatically make and receive voice calls, send and receive data, or access other services when traveling outside their home country. It allows customers to use their phones in a foreign location by connecting to a different network operator. Therefore, the statement "International Roaming occurs only when customers travel internationally and use their phones in a foreign location" is correct.

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  • 12. 

    Is a 9-digit unique number that is automatically assigned when the account is first created.

    • PTN

    • BAN

    • UFMI

    • SSN

    Correct Answer
    A. BAN
    Explanation
    A 9-digit unique number that is automatically assigned when the account is first created is referred to as a BAN.

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  • 13. 

    A check that is returned to Sprint as non-collectable funds.

    • BCK

    • DCK

    • Refund

    Correct Answer
    A. DCK
    Explanation
    The correct answer is DCK. This is because DCK stands for "Debit Check", which refers to a check that is returned to Sprint as non-collectable funds. This could happen if the person who wrote the check did not have enough funds in their account to cover the amount. Therefore, DCK is the correct answer in this context.

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  • 14. 

    "May I have the PIN or the answer to the Security Question on the account?"

    • Confirm account information

    • Identify Account

    • Review Account

    • Authenticate the Caller

    Correct Answer
    A. Authenticate the Caller
    Explanation
    The phrase "May I have the PIN or the answer to the Security Question on the account?" suggests that the person is requesting either the PIN or the answer to the Security Question in order to verify the identity of the caller. This is done to authenticate the caller and ensure that they are indeed the account holder. The other options, such as confirming account information, identifying the account, and reviewing the account, do not specifically address the need to verify the caller's identity.

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  • 15. 

    If customer has 2 installments for a Payment Arrangement but decided to make full payment on the first installment, do you need to cancel the remaining PA? yes/no - why?

    • Yes - so that customer's account will not be restricted if she does not make anymore payment for the 2nd installment

    • No - since required amount has already been settled on the 1st payment, 2nd installment is automatically completed

    Correct Answer
    A. No - since required amount has already been settled on the 1st payment, 2nd installment is automatically completed
    Explanation
    No - since required amount has already been settled on the 1st payment, 2nd installment is automatically completed. This means that the customer has already paid the full amount that was required for the payment arrangement. Therefore, there is no need to cancel the remaining PA as it has been fulfilled. The customer's account will not be restricted because they have already made the full payment.

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  • 16. 

    How do you get to the Payment History section from the BAN screen?

    • Click Bill menu, select Payments

    • Click Queries menu, select Payments.

    • Click the Pay Input icon at the Activity toolbar

    Correct Answer
    A. Click Bill menu, select Payments
    Explanation
    To get to the Payment History section from the BAN screen, you need to click on the "Bill" menu and then select "Payments". This option will take you directly to the Payment History section where you can view all the past payments made.

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  • 17. 

    Another reason why an SL account can be restricted

    • Cancelled

    • Exceeds spending limit

    • Long distance charges

    Correct Answer
    A. Exceeds spending limit
    Explanation
    An SL account can be restricted if it exceeds the spending limit. This means that if the account spends more money than the set limit, certain restrictions may be imposed on the account. This could include limitations on making purchases, accessing certain features, or even suspending the account temporarily. Exceeding the spending limit is a common reason for account restrictions as it helps to prevent overspending and protect the account holder from financial risks.

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  • 18. 

    A flat, monthly fee charged to each customer for the selected service plan.

    • Monthly recurring charge

    • Overage charge

    • Sprint Service charge

    Correct Answer
    A. Monthly recurring charge
    Explanation
    The correct answer is "Monthly recurring charge." This refers to a fixed fee that is charged to customers on a monthly basis for their selected service plan. It is a consistent charge that customers can expect to pay every month, regardless of their usage or any additional charges.

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  • 19. 

    This is usually labeled as a “friendly reminder”.

    • Memo

    • SMS

    • Follow up

    • Late notice letter

    Correct Answer
    A. Late notice letter
    Explanation
    A late notice letter is a type of communication that is typically sent to remind someone about an overdue payment or an impending deadline. It is often labeled as a "friendly reminder" to soften the tone and encourage prompt action. This type of letter is commonly used by businesses or organizations to notify individuals about their outstanding obligations and to urge them to take immediate action to avoid any further consequences.

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  • 20. 

    If customer's issue cannot be handled by Collections, help the customer by providing the telephone number of the department he/she should call, then end the call.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The given statement suggests that if a customer's issue cannot be resolved by Collections, they should provide the customer with the telephone number of the appropriate department and then end the call. However, the correct answer is false because it is not the responsibility of Collections to provide the telephone number of another department. Collections should transfer the call to the appropriate department or escalate the issue to a supervisor, rather than ending the call themselves.

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  • 21. 

    All services are temporarily disconnected. 

    • Cancelled

    • Closed

    • Hotlined

    • Suspended

    Correct Answer
    A. Suspended
    Explanation
    The word "suspended" means to temporarily stop or discontinue something. In the given context, it implies that all services have been temporarily disconnected or halted. This term accurately conveys the idea that the services are not available for a temporary period and will resume at a later time.

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  • 22. 

    When bypassing the PIN, always choose the 'Attempting Level 3 authentication' as the Bypass Reason.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Choosing the 'Attempting Level 3 authentication' as the Bypass Reason when bypassing the PIN is recommended because Level 3 authentication provides a higher level of security compared to other authentication levels. By selecting this option, it ensures that the bypass process is more secure and less prone to unauthorized access. This helps in maintaining the integrity and confidentiality of the system and the data it contains.

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  • 23. 

    If the authenticated caller wants to add or change the Additional Security Notification Method, select one of the following except:

    • E-mail

    • SMS

    • Fax

    Correct Answer
    A. Fax
    Explanation
    The authenticated caller can add or change the Additional Security Notification Method by selecting either e-mail or SMS. However, fax is not an option for adding or changing the notification method.

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  • 24. 

    The DCK fee assessed varies based on the following two items:

    • Individual state in which the bill is received & reason for payment

    • Individual state in which the payment is received & reason for payment

    • Individual state in which the bill is received & reason for payment was returned.

    • Individual state in which the bill is received & reason for pending payment

    Correct Answer
    A. Individual state in which the bill is received & reason for payment was returned.
    Explanation
    The correct answer is "Individual state in which the bill is received & reason for payment was returned." This is because the DCK fee assessed varies based on the individual state in which the bill is received and the reason for payment being returned. The other options, such as the reason for pending payment or the individual state in which the payment is received, are not mentioned as factors affecting the DCK fee assessment.

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  • 25. 

    Payments made via moneygram will be posted in Ensemble within _____ after payment is made.

    • 5 to 10 minutes

    • 24 to 72 hours

    • 2 to 4 hours

    • 3 to 5 days

    Correct Answer
    A. 2 to 4 hours
    Explanation
    Payments made via MoneyGram will be posted in Ensemble within 2 to 4 hours after payment is made.

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  • 26. 

    If a customer's account does not fit into the PA & Temporary Increase in SL guidelines, you may consider offering them a 2-Day Extension to get their services back on.  Create a dispute with code:

    • SLEXCE

    • SLXVH

    • SLXCE

    • SLEXVH

    Correct Answer
    A. SLEXVH
    Explanation
    If a customer's account does not fit into the PA & Temporary Increase in SL guidelines, offering them a 2-Day Extension can be considered to get their services back on track. The code "SLEXVH" seems to be the correct one for creating a dispute related to this situation.

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  • 27. 

    When setting up a Payment Arrangement, customers must always follow the amount dictated by the system- after pressing the Calculate button.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Customers do not have to always follow the amount dictated by the system after pressing the Calculate button when setting up a Payment Arrangement. They have the flexibility to negotiate and agree upon a different amount with the system or the company based on their financial situation and capabilities.

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  • 28. 

    Informs customer spending limit is approaching.

    • Friendly reminder

    • Late notice

    • First text message

    • Write off

    Correct Answer
    A. First text message
    Explanation
    The correct answer is "first text message" because it suggests that the message is being sent for the first time to inform the customer that their spending limit is approaching. This implies that it is a friendly reminder sent in advance to let the customer know about their limit and potentially avoid any issues or penalties. The other options, such as "late notice" or "write off," do not align with the idea of informing the customer in advance and may indicate a different stage or purpose of communication.

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  • 29. 
    What is the best option you can offer to the customer to restore this account if customer can only make a minimal payment during the call? - ProProfs

    What is the best option you can offer to the customer to restore this account if customer can only make a minimal payment during the call?

    • Give the customer a 2-day extension for the full balance

    • Give the customer a temporary increase in SL

    • Setup a PA for the Past Due

    • Setup a PA for the Past Due, and settle any amount exceeding SL via payment and/or temp increase in SL.

    Correct Answer
    A. Setup a PA for the Past Due, and settle any amount exceeding SL via payment and/or temp increase in SL.
    Explanation
    The best option to offer the customer to restore their account if they can only make a minimal payment during the call is to set up a Payment Arrangement (PA) for the Past Due amount. Additionally, any amount exceeding the Spending Limit (SL) can be settled through a payment or a temporary increase in SL. This option allows the customer to make a partial payment while also addressing the outstanding balance, ensuring the account is restored.

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  • 30. 

    Special characteristics of a service that Sprint offers to customers—for example, call waiting, caller ID, voice mail, text messaging, and call detail.

    • Service

    • SOC

    • Feature

    • PricePlan

    Correct Answer
    A. Feature
    Explanation
    The given correct answer is "Feature". A feature refers to the special characteristics or functionalities of a service that Sprint offers to its customers. These features can include call waiting, caller ID, voice mail, text messaging, and call detail. Features enhance the overall service experience and provide additional value to the customers.

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  • 31. 

    How long does it take for the customer to receive the PIN via the chosen Additional Security Notification Method?

    • For SMS or email the customer should receive the notification within 30 to 90 minutes; if thru a letter, the customer will receive it via regular mail within 7 to 10 days.

    • For SMS or email the customer should receive the notification within 30 to 90 minutes; if thru a letter, the customer will receive it via regular mail within 3 to 5 days.

    • For SMS or email the customer should receive the notification within 60 to 90 minutes; if thru a letter, the customer will receive it via regular mail within 7 to 10 days.

    Correct Answer
    A. For SMS or email the customer should receive the notification within 30 to 90 minutes; if thru a letter, the customer will receive it via regular mail within 7 to 10 days.
    Explanation
    The customer should receive the PIN notification via SMS or email within 30 to 90 minutes. If the notification is sent through a letter, the customer will receive it via regular mail within 7 to 10 days.

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  • 32. 

    Overages are found on what section of the bill?

    • Details

    • Charges

    • Summary

    Correct Answer
    A. Charges
    Explanation
    The correct answer is "Charges." This is because overages are additional charges that occur when a certain limit or allowance has been exceeded. These charges are typically listed and detailed in the "Charges" section of a bill, providing a breakdown of the specific services or items that have resulted in additional costs.

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  • 33. 

    When manually restoring an account from suspension due to non-payment, select ___ code to charge the reconnection fee.

    • PYMT

    • TN

    • TM

    • PYNT

    Correct Answer
    A. TN
    Explanation
    When manually restoring an account from suspension due to non-payment, the appropriate code to charge the reconnection fee would be "TN".

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  • 34. 

    Mr./Mrs. Customer, we're showing a total balance due of $xx. Mr./Mrs. Customer, may I assist you with making this payment over the phone today?

    • Offer Assistance

    • Problem Resolution

    • Review Account

    • Authenticate Your Caller's Identity

    Correct Answer
    A. Offer Assistance
    Explanation
    The correct answer is "Offer Assistance". This is because the customer service representative is offering to help the customer make a payment over the phone. By providing assistance, the representative is showing willingness to support the customer in resolving their payment issue.

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  • 35. 

    How do we send the security Notification if customer does not know PIN or Security Q&A?

    • Create a follow up

    • Select the Send Security Info button on the Security Authentication window.

    • Notify Supervisor to send security Notification

    Correct Answer
    A. Select the Send Security Info button on the Security Authentication window.
    Explanation
    To send a security notification to a customer who does not know their PIN or Security Q&A, the correct answer is to select the "Send Security Info" button on the Security Authentication window. This option would allow the user to send the necessary security information to the customer without relying on their knowledge of PIN or Security Q&A.

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  • 36. 
    What is the best Collection strategy for this scenario?Customer cannot make any payment.   - ProProfs

    What is the best Collection strategy for this scenario?Customer cannot make any payment.  

    • Set PA: PA1 = $80 dollars in 7 days, PA2 = $69.74 in 12 days

    • Set PA: PA1 = $80 dollars in 8 days, PA2 = $69.74 in 12 days

    • Set PA: PA1 = $80 dollars in 7 days, PA2 = $69.74 in 12 days and setup Temp Inc in SL $40

    • Set PA: PA1 = $80 dollars in 8 days, PA2 = $69.74 in 12 days and setup Temp Inc in SL $40

    Correct Answer
    A. Set PA: PA1 = $80 dollars in 7 days, PA2 = $69.74 in 12 days and setup Temp Inc in SL $40
    Explanation
    The best collection strategy for this scenario is to set up a payment arrangement (PA) where the customer agrees to pay $80 in 7 days and $69.74 in 12 days. Additionally, setting up a temporary incentive in the form of a $40 credit to the customer's account can help motivate them to make the payments. This strategy provides a clear payment schedule and offers an incentive for the customer to fulfill their payment obligations.

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  • 37. 

    Posting timeframe for overnight mail is

    • 5 to 6 business days

    • 2 to 3 business days

    • 10 to 14 days

    • 2 to 3 calendar days

    Correct Answer
    A. 2 to 3 calendar days
    Explanation
    The correct answer is 2 to 3 calendar days. This means that if you choose to send your mail using overnight mail service, it will typically be delivered within 2 to 3 calendar days. This timeframe does not include weekends or holidays, and it is specifically for overnight mail service, which is a faster option compared to regular mail delivery.

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  • 38. 
    What is the current status of this account? - ProProfs

    What is the current status of this account?

    • Account is suspended for non-payment

    • Account is suspended due to fraud

    • Account is suspended due to excessive usage

    • Account is suspended due to exceeding the spending limit

    Correct Answer
    A. Account is suspended due to excessive usage
    Explanation
    The current status of the account is suspended due to excessive usage. This means that the account has been temporarily disabled or restricted because it has been used excessively, possibly exceeding certain limits or thresholds set by the service provider. This could be due to excessive data usage, excessive number of transactions, or any other activity that is considered beyond the normal usage patterns.

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  • 39. 

    An individual or a company who receives the bill and is responsible for all charges incurred by the subscribers.

    • Subscriber

    • Account administrator

    • Customer

    • Account owner

    Correct Answer
    A. Account owner
    Explanation
    The account owner is the individual or company who receives the bill and is responsible for all charges incurred by the subscribers. They have the authority to manage and make decisions regarding the account, including adding or removing subscribers, controlling access to services, and handling billing and payment. The account owner has the ultimate responsibility for ensuring that all charges are paid and that the account is properly managed.

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  • 40. 

    "May I have the wireless number you are calling about please?"

    • Review Account

    • Confirm Account Information

    • Identify Account

    • Identify Caller

    Correct Answer
    A. Identify Account
    Explanation
    The phrase "May I have the wireless number you are calling about please?" indicates that the person asking for the number wants to identify the specific account that the caller is referring to. This suggests that the correct answer is "Identify Account," as it aligns with the purpose of the question and the information being requested.

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  • 41. 

    Which plan is not being offered by Sprint?

    • Individual plans

    • Family (shared-minute) plans

    • Nextel Direct Connect

    • Government plans

    • Business plans

    Correct Answer
    A. Government plans
    Explanation
    Sprint does not offer government plans.

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  • 42. 

    Account MUST ALWAYS be reauthenticated for ALL warm transfers.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false. Warm transfers do not always require reauthentication of the account. In a warm transfer, the call is transferred to another agent or department without disconnecting the call. In some cases, the account may already be authenticated and there is no need to reauthenticate. However, in certain situations where sensitive information is involved, reauthentication may be necessary to ensure the security and privacy of the account.

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  • 43. 

    Used to access product, device, and plan information. Sprint.com can be accessed by any computer connected to the internet.

    • Sprint.com

    • KMS

    • WiPOD

    Correct Answer
    A. Sprint.com
    Explanation
    Sprint.com is the correct answer because it is a website that allows users to access product, device, and plan information. It can be accessed by any computer connected to the internet. The other options mentioned, KMS and WiPOD, do not provide the same functionality or accessibility as sprint.com.

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  • 44. 

    Once the PIN is set up, Ensemble will automatically delete the Passcode

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Ensemble is a system that allows users to set up a PIN for security purposes. Once the PIN is successfully set up, the system automatically deletes the Passcode. This means that the Passcode, which was used to initially access the system, is no longer valid or stored in the system after the PIN is created. Therefore, the statement "Once the PIN is set up, Ensemble will automatically delete the Passcode" is true.

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  • 45. 

    If account is suspended and you want to manually restore the account you must do the following in the right sequence:

    • Setup PA / remove hotline / restore the BAN

    • Setup PA / restore the BAN / remove hotline

    • Restore the BAN / remove hotline / setup PA

    • Remove hotline / restore the BAN / setup PA

    Correct Answer
    A. Restore the BAN / remove hotline / setup PA
    Explanation
    The correct sequence for manually restoring a suspended account is to first restore the BAN (Block Account Number), then remove the hotline, and finally set up the PA (Personal Assistant). This order ensures that the account is unblocked and any restrictions or limitations are lifted before making any changes or adjustments to the account settings. By restoring the BAN first, the account is made accessible again, then removing the hotline ensures that any temporary measures are removed, and finally setting up the PA allows for the account to be fully functional and operational again.

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  • 46. 

    "W" activity coded

    • Warning

    • Withheld

    • Writeoff

    Correct Answer
    A. Writeoff
    Explanation
    The correct answer is "writeoff". The given options are different activities that are coded with a letter "W". Out of these options, "writeoff" is the only activity that starts with the letter "W".

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  • 47. 

    Roadside Rescue

    • $4.00 per month per year of service.

    • $4.00 per month per line of service.

    • $4.00 per month for all line of service.

    • $40.00 per month per line of service.

    Correct Answer
    A. $4.00 per month per line of service.
    Explanation
    The correct answer is $4.00 per month per line of service. This means that for each line of service, a monthly fee of $4.00 is charged.

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  • 48. 

    A  $25 fee is charged for reconnection from any type of suspension.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement states that a $25 fee is charged for reconnection from any type of suspension. However, the correct answer is false. This means that the statement is incorrect and there is no fee charged for reconnection from any type of suspension.

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  • 49. 

    How many digits is the moneygram reference #?

    • 8 digits

    • 5 digits

    • 16 digits

    • 10 digits

    Correct Answer
    A. 8 digits
    Explanation
    The MoneyGram reference number consists of 8 digits.

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Quiz Review Timeline (Updated): Mar 21, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jan 30, 2009
    Quiz Created by
    Eydie
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