Week 7: Phint Quality Test Week
Settings
.
- 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
- 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
- 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
- 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
- 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
- 6.True/FalseDTV is a 1 year contract when bundled with phone and internet.
- A.
True
- B.
False
- 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
- 8.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
- 9.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
- 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
Back to top