Week 7: Phint Quality Test Week

1.

What is the definition of Cramming?
- A.
  
  Not properly informing customer of long distance charges
- B.
  
  Failing to recap
- C.
  
  Adding unauthorized charges to a customer's account or bill?
- D.
  
  Failing to play DTV disclosure
Correct Answer
C. Adding unauthorized charges to a customer's account or bill?

Explanation
Cramming refers to the practice of adding unauthorized charges to a customer's account or bill without their knowledge or consent. This can include charges for services or products that the customer did not request or agree to. Cramming is considered unethical and illegal, as it deceives customers and results in them paying for charges they did not authorize.

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2.

Check all that apply: What are the verbatim statement?
- A.
  
  Outbound statement
- B.
  
  Name as it appears on card
- C.
  
  Terms of service
- D.
  
  Credit check disclosure
Correct Answer(s)
A. Outbound statement
B. Name as it appears on card
C. Terms of service
D. Credit check disclosure

Explanation
The verbatim statements that apply in this scenario are the Outbound statement, Name as it appears on card, Terms of service, and Credit check disclosure. These statements are likely to be included in a document or communication related to a credit card or financial transaction. The Outbound statement refers to a statement or communication that is sent from the company to the customer. The Name as it appears on card is the name that is printed on the credit card. The Terms of service are the conditions and rules that govern the use of the credit card. The Credit check disclosure is a statement informing the customer that their credit will be checked as part of the application or transaction process.

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3.

When is an order RECAPPED?
- A.
  
  Before running the credit check
- B.
  
  Never
- C.
  
  When your coach is listening
- D.
  
  At the end of the call before placing the order
Correct Answer
D. At the end of the call before placing the order

Explanation
An order is RECAPPED at the end of the call before placing the order. This means that the details and summary of the order are reviewed and confirmed before it is finalized and placed. It is important to recap the order to ensure accuracy and avoid any mistakes or misunderstandings.

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4.

What is the definition of Slamming?
- A.
  
  Not properly informing the customer of long distance charges
- B.
  
  Failing to pitch phone
- C.
  
  Team activity done when an ADT sale is made
- D.
  
  Encouraging the customer to remove phone after first month
Correct Answer
A. Not properly informing the customer of long distance charges

Explanation
Slamming refers to the unethical practice of not properly informing the customer of long distance charges. This means that the company or service provider fails to disclose or adequately explain the additional charges associated with long distance calls, leading the customer to be surprised or unaware of the costs incurred.

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5.

How can a customer get a quicker installation date?
- A.
  
  A technician will contact them about available time slots
- B.
  
  By calling customer service as soon as they hang up
- C.
  
  They cannot
- D.
  
  After the order has been processed call clearlink back
Correct Answer
C. They cannot

Explanation
The correct answer is "They cannot." This means that there is no way for the customer to get a quicker installation date. The other options suggest methods such as contacting a technician or calling customer service, but the correct answer states that none of these methods will result in a quicker installation date.

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6.

True/FalseDTV is a 1 year contract when bundled with phone and internet.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The statement is false because the question states that DTV is a 1 year contract when bundled with phone and internet. However, the correct answer is False, which means that DTV is not a 1 year contract when bundled with phone and internet.

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7.

Where is the verbatim statement "Terms of service found?"
- A.
  
  On the web
- B.
  
  In the recap section of Andana
- C.
  
  Have no idea
- D.
  
  In the OE tool
Correct Answer
B. In the recap section of Andana

Explanation
The verbatim statement "Terms of service found" can be found in the recap section of Andana.

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8.

Check all that apply: Why is the recap important?
- A.
  
  Helps to avoid customer cancellations
- B.
  
  Customer does not call back upset because they were given incorrect pricing
- C.
  
  The service and equipment is set up at the right location
- D.
  
  All the above
Correct Answer
D. All the above

Explanation
The recap is important because it helps to avoid customer cancellations by ensuring that the customer is given correct pricing information. It also helps to prevent customers from calling back upset because they were given incorrect pricing. Additionally, the recap ensures that the service and equipment are set up at the right location. Therefore, all of the above reasons make the recap important.

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9.

What is the early termination fee for standalone internet (1 year contract)?
- A.
  
  Up to $50
- B.
  
  Up to $100
- C.
  
  Up to $200
- D.
  
  Up to $500
Correct Answer
C. Up to $200

Explanation
The early termination fee for standalone internet with a 1-year contract is up to $200. This means that if a customer cancels their internet service before the contract period is over, they may be charged a fee of up to $200.

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10.

What are the one time fees?
- A.
  
  Shipping and handling,activation,professional tech install. deposit, DTV shipping and handling and the purchase of the modem/router combo.
- B.
  
  Shipping and handling and activation
- C.
  
  @ease, deposits, and shipping and handling
- D.
  
  Activation,@ease and the purchase of the modem/router combo
Correct Answer
A. Shipping and handling,activation,professional tech install. deposit, DTV shipping and handling and the purchase of the modem/router combo.

Explanation
The correct answer includes all the one-time fees that need to be paid. These fees include shipping and handling, activation, professional tech install deposit, DTV shipping and handling, and the purchase of the modem/router combo.

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Week 7: Phint Quality Test Week

What is the definition of Cramming?

Check all that apply: What are the verbatim statement?

When is an order RECAPPED?

What is the definition of Slamming?

How can a customer get a quicker installation date?

True/FalseDTV is a 1 year contract when bundled with phone and internet.

Where is the verbatim statement "Terms of service found?"

Check all that apply: Why is the recap important?

What is the early termination fee for standalone internet (1 year contract)?

What are the one time fees?