Phone Replacement: Customer Service Trivia Quiz

1. A customer should always talk in an aggressive way with a Customer Service representative.

True

False

It is not appropriate for a customer to always talk in an aggressive way with a Customer Service representative. Aggressive behavior can escalate conflicts and hinder effective communication. It is important for customers to remain calm and respectful when addressing their concerns to ensure a positive and productive interaction with the representative.

Explanation

It is not appropriate for a customer to always talk in an aggressive way with a Customer Service representative. Aggressive behavior can escalate conflicts and hinder effective communication. It is important for customers to remain calm and respectful when addressing their concerns to ensure a positive and productive interaction with the representative.

2. After troubleshooting with a customer on a Premium Belief Plan, they are still experiencing issues with their phone and need a replacement device. They have already had one lost phone and two damaged devices over the last 18 months. You:

Offer to check the customer’s Belief Reward points to see if they are eligible for an early equipment upgrade.

Tell the customer that although they are not eligible for Phone Replacement, they can use Device Insurance.

Both A and B

Resource: Phone Replacement Positioning – Handling Customer Situations
Path: OLR>Products & Services>Belief Programs>Phone Replacement>Positioning>Handling Customer Situations

Explanation

Resource: Phone Replacement Positioning – Handling Customer Situations
Path: OLR>Products & Services>Belief Programs>Phone Replacement>Positioning>Handling Customer Situations

3. A customer requested a Phone Replacement yesterday and is now asking if we have any idea on when they will receive the phone. You:

Find the Direct Fulfillment Order # within Phone Replacement History and provide that number to the customer.

Let the customer know it should be soon, but we don’t have anymore information on the shipment.

Tell the customer to watch for a shipment confirmation email because that contains more information than even we know!

Resource: Tracking Phone Replacement Orders How-To Guide Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>How-To Guides

Explanation

Resource: Tracking Phone Replacement Orders How-To Guide Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>How-To Guides

4. You just migrated a customer over to a Premium Plus Belief Plan that contains Phone Replacement as an added value. Because there are a few important pieces of information that the customer should know, you:

All of the above

Resource: Phone Replacement Guidelines Path: OLR>Products & Services>Belief Programs>Phone Replacement>Guidelines

Explanation

Resource: Phone Replacement Guidelines Path: OLR>Products & Services>Belief Programs>Phone Replacement>Guidelines

5. After completing a Phone Replacement transaction, you receive an error message showing the request was denied. You:

Start over and complete the transaction again. Maybe it was a system glitch or you entered something incorrectly.

Find out what the error message meant by using the Job Aid on Phone Replacement Transaction Response Messages.

File a Remedy Ticket for Customer Resolutions Support.

Call Customer Relations to determine why the transaction was denied and what the customer’s other options might be

Resource: Phone Replacement Transaction Response Messages Job Aid
Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>Job Aids

Explanation

Resource: Phone Replacement Transaction Response Messages Job Aid
Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>Job Aids

6. A customer on a Premium Belief Plan recently lost their phone. They want to suspend the line but wait to complete the Phone Replacement in case they find the phone. You:

Notify them they are not on a price plan that qualifies for Phone Replacement.

Correct Answer: B Resource: Phone Replacement Best Practices Job Aid Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>Job Aids

Explanation

Correct Answer: B Resource: Phone Replacement Best Practices Job Aid Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>Job Aids

7. A customer received their Phone Replacement 10 days ago and they are having problems with the screen on their replacement HTC Desire going in and out. You complete troubleshooting and

Send them to the store since it’s a DOA phone.

Let them know since it’s a Smartphone, you will transfer to DTS so they can do an Advance Exchange.

Resource: Handle Phone Replacement Exceptions How-To Guide Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>How-To Guides

Explanation

Resource: Handle Phone Replacement Exceptions How-To Guide Path: OLR>Products & Services>Belief Programs>Phone Replacement>Tools>How-To Guides

8. The Warranty is void if you open the phone on your own?

Yes

No

Can't say

Maybe

Opening the phone on your own can potentially void the warranty. This is because unauthorized opening of the phone may lead to damage or alteration of internal components, which the manufacturer cannot be held responsible for. Therefore, if the phone is opened without proper authorization, the warranty may no longer be valid.

Explanation

Opening the phone on your own can potentially void the warranty. This is because unauthorized opening of the phone may lead to damage or alteration of internal components, which the manufacturer cannot be held responsible for. Therefore, if the phone is opened without proper authorization, the warranty may no longer be valid.