Certified Finance Specialist Cfs Training

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

Explanation

The word "Welcome" indicates that this is the first bill. In a non-first bill scenario, the message would typically say "Hello" instead. Therefore, the statement "The word 'Welcome' will tell you this is a first bill" is true.

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About This Quiz
Certified Finance Specialist Cfs Training - Quiz

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

2. The telephone number of the subscriber unit.

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.

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. "S" activity code

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

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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6. Thank you for calling Sprint Customer Finance Services.

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

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

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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9. 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.

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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10. Fix it or find someone who can.

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

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.

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. 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?

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

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

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

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

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.

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”.

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.

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

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

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

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

Explanation

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

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25. 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:

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

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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27. All services are temporarily disconnected. 

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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28. Informs customer spending limit is approaching.

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?






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

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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31. Overages are found on what section of the bill?

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

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

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

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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35.
























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

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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36. 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?

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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37. Posting timeframe for overnight mail is

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?


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. Which plan is not being offered by Sprint?

Explanation

Sprint does not offer government plans.

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

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

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

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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43. Account MUST ALWAYS be reauthenticated for ALL warm transfers.

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

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:

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

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

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.

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 #?

Explanation

The MoneyGram reference number consists of 8 digits.

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50. First restriction on phone due to exceeding spending limit.

Explanation

The correct answer is "ASL Hotline". This suggests that the first restriction on the phone is related to the ASL Hotline. It implies that the phone's usage or access to the ASL Hotline has been suspended due to exceeding the spending limit. However, without further context, it is difficult to provide a more detailed explanation.

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51. One of the reasons why services on an SL account can be restricted:

Explanation

Services on an SL account can be restricted if the account is past due. This means that the account holder has not made the required payments within the specified time period. When an account is past due, the service provider may restrict certain services as a way to encourage the account holder to make the necessary payments. This restriction is a measure taken to ensure that the service provider is compensated for the services provided and to encourage timely payment in the future.

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52. The IMB payment notification will not restore the account from suspension or remove the hotline on accounts assigned to an OCA.

Explanation

The given answer is true because the IMB payment notification does not have the capability to restore an account from suspension or remove the hotline on accounts assigned to an OCA. The IMB payment notification is simply a notification system that informs the account holder about a payment made, it does not have any administrative or account management functions. Therefore, it cannot perform actions such as account restoration or hotline removal.

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53. The temporary increase in the Spending Limit is ____ per BAN.

Explanation

The correct answer is $40. This means that the temporary increase in the Spending Limit per BAN is a minimum of $40.

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54. What SOC will be displayed if account is restricted for excessive or high usage?

Explanation

If an account is restricted for excessive or high usage, the SOC that will be displayed is "HIGHTOLL".

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55. Sprint Online payment posting timeframe

Explanation

The correct answer is 4 hours because it is the shortest timeframe listed. This suggests that the online payment posting process is expected to be completed within 4 hours.

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56.
Customer will be making 3 installments from 6/1 and 6/12. How much will be computed for the Payment Arrangement?

Explanation

The correct answer is $302.05. To calculate the payment arrangement, we need to divide the total amount by the number of installments. In this case, the customer will be making 3 installments. So, we divide the total amount by 3: $906.15 / 3 = $302.05. Therefore, the payment arrangement will be $302.05.

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57. It's a bundled protection plan that provides protection against theft or loss and service repair for Sprint and Nextel phones, smart devices, and connection cards. 

Explanation

Total Equipment Protection is a bundled protection plan offered by Sprint and Nextel. It provides coverage against theft or loss as well as service repair for their phones, smart devices, and connection cards. This plan ensures that customers are protected financially and can receive necessary repairs or replacements for their devices if they are damaged, lost, or stolen.

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58. It is used to identify the account that the payment should post to and it has no cash value.

Explanation

Pre-Cash is used to identify the account that the payment should post to and it has no cash value. This suggests that Pre-Cash is a designation or code used in accounting or financial systems to allocate payments to specific accounts. It is not an actual form of currency or cash, but rather a way to organize and track payments within a financial system.

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59.
Is this customer eligible for a PA? if yes, how much? if not, why?

Explanation

The customer is eligible for a PA because they have a PIN and Passcode. The amount of the PA is $160.72.

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60. It is a bundle of one or more features that can be sold to customers.

Explanation

SOC stands for Service Order Catalog and refers to a bundle of one or more features that can be sold to customers. This means that SOC is a collection of services or features that are offered to customers as a package. It allows customers to choose from a variety of options and select the combination of features that best suits their needs. SOC helps in simplifying the process of selling and purchasing services by providing a pre-defined set of options for customers to choose from.

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61. If I receive a call warm transferred from an internal Sprint department and the Sprint Representative states that he/she has already authenticated the caller, do I need to re-authenticate the caller?

Explanation

The correct answer is that you do not need to re-authenticate the caller. This is because the Sprint Representative has already authenticated the caller, so there is no need for you to do it again.

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62. How much actual payment has been posted to this account? 

Explanation

The actual payment posted to this account is $5323.04.

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63. One of the reasons why services on an SL account can be restricted:

Explanation

Services on an SL account can be restricted if the account has a past due balance. This means that the account holder has not paid their bills on time and as a result, the service provider has restricted or limited their access to certain services. When an account is past due, the service provider may suspend or restrict services until the outstanding balance is paid off. This is a common practice to ensure that customers fulfill their financial obligations and to prevent further accumulation of unpaid bills.

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64. These products and services—sometimes called add-ons or buy ups—are usually dependant upon a combination of network and _________.

Explanation

The products and services mentioned in the question are dependent on a combination of network and device capabilities. This means that the availability and functionality of these add-ons or buy-ups rely on the capabilities of the device being used, such as its processing power, storage capacity, and compatibility with the network. The network itself also plays a role in determining the effectiveness and accessibility of these additional features.

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65. When granting a temporary increase in SL, always inform the customer that they must pay ____ within 7 days otherwise account will be restricted.

Explanation

When granting a temporary increase in SL, it is important to inform the customer that they must pay at least $40 within 7 days. Additionally, they can pay any amount that will keep them below the SL. This means that as long as the customer pays at least $40 and any additional amount that will not exceed the SL, their account will not be restricted.

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66. The Bill History Report allows you to view the customer's history of each bill for the last ____ .

Explanation

The Bill History Report feature enables users to access and review a customer's bill history for a specific period. The correct answer, "3 to 12 months," suggests that the report allows users to view the customer's bill history for the past three to twelve months. This timeframe provides a reasonable range for analyzing the customer's recent billing patterns and identifying any significant changes or trends.

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67. Will this account be charged with a penalty?
 

Explanation

The account will not be charged with a penalty.

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68. For ____ phones, once the hotline has been removed, advise the customer to power down his/her phone and then power it back on again. Inform the customer that service should be restored ___ 30 minutes.

Explanation

For iDEN phones, once the hotline has been removed, advising the customer to power down and then power back on their phone should restore service within 30 minutes.

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69.

How much should the customer pay to recover returned item?

Explanation

The customer should pay $4718.98 plus the DCK fee to recover the returned item.

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70. If customer is authenticated via Legacy method, agent can provide a copy of an invoice electronically (via fax or email)

Explanation

The statement suggests that if a customer is authenticated through the Legacy method, the agent can provide a copy of an invoice electronically. However, the correct answer is false. This means that even if the customer is authenticated via Legacy method, the agent cannot provide a copy of an invoice electronically.

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71. Customer will get this when account is nearing ASL suspension

Explanation

The second text message is the correct answer because it suggests that it is a follow-up message after the first text message. The term "late notice" implies that the account is already overdue or past the due date, whereas the phrase "friendly reminder" indicates a more informal and early notification. Therefore, the second text message would be appropriate when the account is nearing ASL suspension, as it would serve as a stronger reminder to the customer.

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72. Roaming is currently only available on the CDMA network platform.

Explanation

Roaming refers to the ability of a mobile device to connect to a network outside of its home network. In this case, the statement states that roaming is only available on the CDMA network platform. CDMA (Code Division Multiple Access) is a type of cellular network technology. Therefore, the correct answer is true, indicating that roaming can only be done on the CDMA network platform.

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73. Customers receive their invoices in the mail within _____.

Explanation

Customers can expect to receive their invoices in the mail within 4-6 business days. This timeframe allows for processing and delivery of the invoices through regular mail services. It takes into account the usual time it takes for the invoices to be generated, printed, and mailed, as well as the standard delivery time for mail within the given business days.

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74. You can cancel and re-create a PA once a customer misses atleast 1 installment on the current arrangement.

Explanation

The statement is false because a PA (Payment Arrangement) cannot be canceled and re-created once a customer misses at least 1 installment on the current arrangement. Once a customer misses an installment, they may be subject to penalties or late fees, but the PA itself would not be canceled and re-created.

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75. If your customer calls after the installment is due, the PA will already be cancelled and labeled as failed. The customer is not eligible for a new PA until _____.

Explanation

If the customer calls after the installment is due and the PA has already been cancelled and labeled as failed, they will not be eligible for a new PA until the next billing cycle.

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76. Casual data charges

Explanation

The correct answer is $0.03 per kilobyte because it is the only option that matches the given information. The other options, $0.3 per kilobyte and $0.03 per minute, do not align with the given data. Therefore, the correct charge for casual data usage is $0.03 per kilobyte.

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77. Services are disconnected without possibility of reconnection.

Explanation

The term "closed" implies that services have been permanently terminated and cannot be reconnected. This suggests that there is no possibility of resuming or restoring the services that were previously available. "Suspended" refers to a temporary halt in services, indicating that they may be resumed at a later time. "Cancelled" suggests the termination of a planned service or event, but it does not necessarily imply that the services cannot be reconnected. "Blocked" typically refers to a restriction or prevention of access, but it does not necessarily indicate a permanent disconnection. Therefore, "closed" is the most appropriate term to describe services that are disconnected without the possibility of reconnection.

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78. Activity code "L"

Explanation

The given activity code "L" refers to a late notice. This code is used to indicate that a notice regarding a late payment or action has been issued. It is likely that this code is used in a system or process to track and document instances where a late notice has been sent to a customer or client. The code "L" helps to categorize and identify these specific types of notices in order to easily manage and follow up on them.

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79. All services on the BAN are disconnected due to customer request or at Sprint's request.

Explanation

The correct answer is "cancelled". This means that all services on the BAN (Billing Account Number) are disconnected either because the customer requested it or because Sprint (the service provider) requested it.

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80. $40.00 per month per line of service.

Explanation

The correct answer is iDEN because it is the only option that is relevant to the given information. The statement "per month per line of service" suggests that it is referring to a mobile communication service, and iDEN (Integrated Digital Enhanced Network) is a mobile telecommunications technology that provides push-to-talk communication. CDMA, CMDA, and UFMI are not relevant to the given information and do not pertain to per month per line of service.

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81. What are the 2 main actions in taking a checking or savings account payments over the phone?

Explanation

The correct answer is "Verify enrollment & Process payment". When taking a checking or savings account payment over the phone, the first main action is to verify the enrollment of the account. This ensures that the account is valid and active. The second main action is to process the payment, which involves collecting the necessary payment information from the customer and completing the transaction. These two actions are crucial in ensuring the security and accuracy of the payment process.

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82.

What is the absolute minimum payment customer should make today if customer will be given a Payment Arrangement and Temporary Increase in SL?

Explanation

The correct answer is $40.00. This is the absolute minimum payment that the customer should make today if they are given a Payment Arrangement and Temporary Increase in SL. This means that the customer can choose to pay more than $40.00 if they are able to, but they must pay at least $40.00 to meet the minimum requirement.

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83. If the Account does not have a PIN, Security Q&A, or a Passcode, what statement is not applicable to the customer?

Explanation

If the account does not have a PIN, Security Q&A, or a Passcode, the statement "Once customer is authenticated he/she can do ANYTHING (including setting up PIN and Security Q&A) on the account" is not applicable to the customer. Since the customer does not have these security measures in place, they would not be able to set up a PIN or Security Q&A, even after being authenticated.

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84. For accounts with no PIN, no Passcode, or no Security Q&A, caller must verify 3 out of the following 6 Legacy items in order to be authenticated. Identify which combo is invalid.

Explanation

The combo "Billing Name / BAN / SSN" is invalid because it does not match the given criteria. The question states that the caller must verify 3 out of the 6 legacy items in order to be authenticated, but "Billing Name / BAN / SSN" only includes 2 items.

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85. APS payment posting timeframe

Explanation

The correct answer is 48 hours because APS payment posting timeframe refers to the maximum amount of time it takes for payments to be processed and posted. In this case, it takes up to 48 hours for the APS system to complete the payment posting process.

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86. Recurring Direct Debit (RDD): Allows Sprint to automatically charge the balance in full to a debit card on a recurring monthly basis.

Explanation

The given statement is false. Recurring Direct Debit (RDD) is a payment method that allows Sprint to automatically charge the full balance to a debit card on a recurring monthly basis. Since the statement contradicts this, it is incorrect.

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87. What is the actual amount that posted to the BAN?

Explanation

The actual amount that posted to the BAN is $161.61.

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88. What is NOT true for a Blocked Account?

Explanation

A blocked account can still be given adjustments, even though it is blocked. The block only restricts the account from receiving any further adjustments until it is lifted.

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89. It advises customers that if they fo not pay the past due balance, account will be suspended.

Explanation

The given correct answer, "disconnection imminent," suggests that the message is warning customers that their account will be disconnected if they do not pay the past due balance. This implies that the service or access they have will be suspended or cut off. The phrase "disconnection imminent" indicates that the disconnection is about to happen soon if the payment is not made, emphasizing the urgency and importance of settling the overdue balance to avoid losing access to the account or service.

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90. You can use the pre-cash card in any sprint retail store.

Explanation

The statement suggests that the pre-cash card can be used in any Sprint retail store. However, the correct answer is false, implying that the pre-cash card cannot be used in any Sprint retail store.

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91. The following are reasons why account cannot be given a PA, except:

Explanation

The given answer is correct because it states that having a dishonored check or chargeback in the past is not a reason why an account cannot be given a PA (Payment Arrangement). The other reasons mentioned in the options, such as the account being open for less than 90 days, having a high risk or empty account, and having a debt age greater than 60 days, are all valid reasons for not being able to give a PA.

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92. If the customer has a passcode and the passcode does NOT match the last 4 digits of the SSN or Tax ID, what can I do for the customer?

Explanation

The customer is authenticated, meaning their identity has been verified. This allows them to have full access and control over their account, including the ability to set up a PIN and Security Q&A. They are authorized to discuss account details, process payments, and make any necessary changes.

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93.

Explanation

not-available-via-ai

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94. For mailed-in payments, what kind of activity occurred if system text states: "Notification added to the account due to payment notification arrival. Any ASL and/or Collection activities are waived for 5 days."

Explanation

The system text states that "Any ASL and/or Collection activities are waived for 5 days" when a payment notification arrives. This implies that the account is not ASL (Account Suspension List) or delinquent. The fact that ASL and Collection activities are waived suggests that the account is in good standing and does not require any immediate action or follow-up.

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95. Memo code used when granting a 2-day extension.

Explanation

The correct answer, CO26, is likely the memo code used when granting a 2-day extension. The code CO26 could be a specific identifier or reference code used by the organization to indicate that a 2-day extension has been approved. It is possible that the organization has a system or process in place where different memo codes are assigned for different types of extensions or requests, and CO26 specifically represents a 2-day extension.

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96.








How much payment posted on the account - 1/30/06?

Explanation

The payment posted on the account on 1/30/06 is $2740.00.

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97. What is the best option you can offer to the customer to restore the account if customer is willilng to pay the next day?

Explanation

The best option to offer the customer to restore their account if they are willing to pay the next day is to grant a 7-day extension for the amount in excess plus any amount that will take them below their spending limit. This option allows the customer to make the payment the next day while also providing them with an additional 7 days to settle any outstanding balance. By granting this extension, the customer can avoid any immediate consequences or restrictions on their account and have enough time to make the necessary payment.

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The word "Welcome" will tell you this is a first bill.  Normally...
The telephone number of the subscriber unit.
If customer can't provide PIN, apologize for the inconvenience then...
"S" activity code
It is imposed directly on customers, which Sprint collects on the...
Thank you for calling Sprint Customer Finance Services.
During closing, if customer has an additional issue, help by...
APC payment is for free and it accepts payment made by check, credit...
It occurs when a customer calls to complain about a charge. It is...
Fix it or find someone who can.
International Roaming occurs only when customers travel...
Is a 9-digit unique number that is automatically assigned when the...
If customer has 2 installments for a Payment Arrangement but decided...
A check that is returned to Sprint as non-collectable funds.
"May I have the PIN or the answer to the Security Question on the...
How do you get to the Payment History section from the BAN...
Another reason why an SL account can be restricted
A flat, monthly fee charged to each customer for...
This is usually labeled as a “friendly reminder”.
If customer's issue cannot be handled by Collections, help the...
When bypassing the PIN, always choose the 'Attempting Level 3...
If the authenticated caller wants to add or change the Additional...
The DCK fee assessed varies based on the following two items:
Payments made via moneygram will be posted in Ensemble within _____...
If a customer's account does not fit into the PA & Temporary...
When setting up a Payment Arrangement, customers must always...
All services are temporarily disconnected. 
Informs customer spending limit is approaching.
What is the best option you can offer to the customer to restore...
How long does it take for the customer to receive the PIN via the...
Overages are found on what section of the bill?
When manually restoring an account from suspension due to non-payment,...
Special characteristics of a service that Sprint offers to...
How do we send the security Notification if customer does not know PIN...
What is the best Collection strategy for this scenario?Customer cannot...
Mr./Mrs. Customer, we're showing a total balance due of $xx. Mr./Mrs....
Posting timeframe for overnight mail is
What is the current status of this account?
Which plan is not being offered by Sprint?
An individual or a company who receives the bill and is responsible...
"May I have the wireless number you are calling about please?"
Used to access product, device, and plan information. Sprint.com can...
Account MUST ALWAYS be reauthenticated for ALL warm transfers.
Once the PIN is set up, Ensemble will automatically delete the...
If account is suspended and you want to manually restore the account...
"W" activity coded
Roadside Rescue
A  $25 fee is charged for reconnection from any type of...
How many digits is the moneygram reference #?
First restriction on phone due to exceeding spending limit.
One of the reasons why services on an SL account can be restricted:
The IMB payment notification will not restore the account from...
The temporary increase in the Spending Limit is ____ per BAN.
What SOC will be displayed if account is restricted for...
Sprint Online payment posting timeframe
Customer will be making 3 installments from 6/1 and 6/12....
It's a bundled protection plan that provides protection...
It is used to identify the account that the payment should post to and...
Is this customer eligible for a PA? if yes, how much? if not, why?
It is a bundle of one or more features that can be sold to customers.
If I receive a call warm transferred from an internal Sprint...
How much actual payment has been posted to this account? 
One of the reasons why services on an SL account can be restricted:
These products and services—sometimes called add-ons or buy...
When granting a temporary increase in SL, always inform the customer...
The Bill History Report allows you to view the customer's history of...
Will this account be charged with a penalty? 
For ____ phones, once the hotline has been removed, advise the...
How much should the customer pay to recover returned item?
If customer is authenticated via Legacy method, agent can provide...
Customer will get this when account is nearing ASL suspension
Roaming is currently only available on the CDMA network platform.
Customers receive their invoices in the mail within _____.
You can cancel and re-create a PA once a customer misses atleast...
If your customer calls after the installment is due, the PA will...
Casual data charges
Services are disconnected without possibility of reconnection.
Activity code "L"
All services on the BAN are disconnected due to customer request or at...
$40.00 per month per line of service.
What are the 2 main actions in taking a checking or savings account...
What is the absolute minimum payment customer should make today...
If the Account does not have a PIN, Security Q&A, or a Passcode,...
For accounts with no PIN, no Passcode, or no Security Q&A, caller...
APS payment posting timeframe
Recurring Direct Debit (RDD): Allows Sprint to automatically charge...
What is the actual amount that posted to the BAN?
What is NOT true for a Blocked Account?
It advises customers that if they fo not pay the past due balance,...
You can use the pre-cash card in any sprint retail store.
The following are reasons why account cannot be given a PA, except:
If the customer has a passcode and the passcode does NOT match the...
For mailed-in payments, what kind of activity occurred if system text...
Memo code used when granting a 2-day extension.
How much payment posted on the account - 1/30/06?
What is the best option you can offer to the customer to restore...
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