Es Discussion Quiz 11/26/16

10 Questions | Total Attempts: 1178

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Es Discussion Quiz 11/26/16


Questions and Answers
  • 1. 
    When should a CSR contact a store?
    • A. 

      When the customer requests

    • B. 

      When a customer files a complaint

    • C. 

      Never, No exceptions

    • D. 

      Only the Dealer Support Group (DSG) can call stores

  • 2. 
    What should a CSR do if a dealer calls the Customer Service number
    • A. 

      Refer the dealer to their Area Support Representative (ASR)

    • B. 

      Assist the Dealer as a Dealer Support Group (DSG) following the DSG Process and Procedures

    • C. 

      Treat the dealer like a customer following the CSR Process and Procedures

    • D. 

      None of the above

  • 3. 
    Alcatel has reported that the Alcatel Fierce 4  has what issue? 
    • A. 

      The phone is showing 4G not 4GLTE

    • B. 

      The audio jack is not working

    • C. 

      The battery is exploding while charging

    • D. 

      The SIM card is inserted upside down

  • 4. 
    Alcatel will send a software fix for the Alcatel Fierce 4 with the next Monthly Release (MR)?
    • A. 

      True

    • B. 

      False

  • 5. 
    MetroPCS has authorized _____________ to send a replacement phone for customers having issues with the Alcatel Fierce 4?
    • A. 

      Customer Service Representatives

    • B. 

      Dealer support Group members

    • C. 

      Corporate only

    • D. 

      None of the above

  • 6. 
    How many examples are needed, at a minimum, for a supervisor to escalate a possible outage to MetroPCS?
    • A. 

      1

    • B. 

      10

    • C. 

      50

    • D. 

      100

  • 7. 
    What color will MetroPCS release the Samsung Galaxy S6 in soon?
    • A. 

      White

    • B. 

      Gold

    • C. 

      Sapphire Black

    • D. 

      Clear

  • 8. 
    If a customer calls and states that they were mistreated at a store, what should the CSR do?
    • A. 

      Refer the customer back to the store to speak to the store manager

    • B. 

      Refer the customer back to the store to speak to the Area Support Representative (ASR)

    • C. 

      Refer the customer to another store (Service Center)

    • D. 

      File a store feedback survey from the survey tab in MetroCare

  • 9. 
    How much does a customer have to pay to refill the minutes for the Select Shared Calling feature?
    • A. 

      $3.00 Remove and add the feature again

    • B. 

      $5.00

    • C. 

      The CSR can refill the minutes once per billing cycle at no charge using the Data Usage link

    • D. 

      The customer can not refill the Select Shared Calling minutes

  • 10. 
    Before completing an adjustment on a customers account the CSR should?Select all that apply.
    • A. 

      Verify the adjustment with a Supervisor

    • B. 

      Verify they are using the proper adjustment using the ASAP Adjustment Codes Job Aid in MetroCare

    • C. 

      Nothing if the credit is under $5.00

    • D. 

      Use the Waive Charge link under Billing Inquires> Financial Transaction History> Get> Waive Charge> Submit 

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