Gencare Chat- Billing Kn Audit

10 Questions | Total Attempts: 34

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Audit Quizzes & Trivia

Questions and Answers
  • 1. 
    1. Jotham set up the Proof of Payment (POP) or payment arrangement since the customer committed to settle the past due in 10 days and the rep said that they can pay that past due in more than one installment since it is not an with an FDP anyway. Did she do the right thing for the customer?
    • A. 

      YES

    • B. 

      NO

  • 2. 
    The Document that should be used for the previous question is DOC #
  • 3. 
    Ryan overpaid their last month’s bill. He chatted in to ask us on what will happen to the extra payment that was made. The Rep informed the customer that they need not to worry since the extra amount will automatically get deducted from their outstanding Equipment Credit Balance (ECB) from their EIP. Do you think this is an accurate advisement?
    • A. 

      YES

    • B. 

      NO

  • 4. 
    The Document that should be used for the previous question is DOC #
  • 5. 
    Edwin chats in inquiring how his last bill will be like if he will cancel his account. They are receiving the MCSA discount from Walmart. Will this discount still apply on their final bill?
    • A. 

      YES

    • B. 

      NO

  • 6. 
    The Document that should be used for the previous question is DOC #
  • 7. 
    Neil is so frustrated with his last bill. He is disputing calls made to an international number. He is claiming that the receiver didn’t answer any of the calls that he made. It only rang but it was unanswered. You checked on the Billed Calls in Samson and all of which were calls made not more than 30 seconds. Should we then issue the credit for those charges?
    • A. 

      A.Yes. Because if an outgoing call results unanswered, there should be no charge for the call.

    • B. 

      B. No. Because if an international outgoing call rings but is unanswered, it is considered a connected call.

    • C. 

      C. No. Because they may be credit-abusers

  • 8. 
    The Document that should be used for the previous question is DOC #
  • 9. 
    Hans is asking for the Activation Fee to be waived since he activated with one of our new plans. The CSR then adjusted the amount from the billed charges in Samson. What are the important things that we need to educate the customer on regarding the following month's billing statement?
    • A. 

      A. The adjustment will appear on their next statement under Monthly Summary.

    • B. 

      B. The adjustment was immediately applied and deducted from the previous amount due.

    • C. 

      C. The Grand Total line of the statement is calculated by adding all the charges under Monthly Summary and subtracting the adjustment to provide the correct amount due.

    • D. 

      D. All of the above.

  • 10. 
    The Document that should be used for the previous question is DOC #