Team Talk Quiz 3.7.11
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- 1.If a customer does not activate a new phone within 7 days of filing a Phone Replacement claim for a lost/stolen device, their CTN will be suspended.
- A.
True
- B.
False
- 2.The Credit Department can assist with the following transactions when FS is closed:
- A.
Payment Arrangements
- B.
Replacing NSF payments
- C.
Agent Cash Payments
- D.
B and C
- 3.To win the Referral Madness contest, your center must have the highest number of referrals.
- A.
True
- B.
False
- 4.The Moments to Believe In Cards can be given out in the following scenarios:
- A.
You overhear a current customer telling their friend how happy they are with their U.S. Cellular® service.
- B.
You overhear a current customer telling their friend how unhappy they are with their U.S. Cellular® service.
- C.
You overhear a competitor’s customer telling their friend how unhappy they are with their cellular provider.
- D.
With proper positioning, I could hand out a card in any of these situations.
- 5.Customers can be warm transferred to the Credit Department
- A.
True
- B.
False
- 6.A customer finds the device after filing a Phone Replacement Transaction for lost/stolen. They call in and reactivate the phone. 2 days later, they call back to see why their account has now been suspended. They are upset when you tell them the device cannot be reactivated and ask why the previous representative activated it for them 2 days ago. What’s the best way to position your response?
- A.
I’m sorry but that representative did not follow our guidelines.
- B.
I’m sorry that was an error on our part.
- C.
I can’t speak for them but this is what I can do. I can activate a new device for you today.
- D.
I apologize. That device has been reported as lost/stolen and can no longer be used by anyone. Not even the original owner. Maybe this comparison will help. It’s similar to when you report a credit card as lost/stolen and your credit provider provides you with a replacement card. Even if you find your original credit card, it can no longer be used. I hope that explanation helps. What I can do for you today is activate an alternate device. Have you received your replacement device?
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