Web Trivia 3.27.11

5 Questions | Total Attempts: 121

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Web Quizzes & Trivia

Questions and Answers
  • 1. 
    CRR provided us with some best practices to ask for referrals.  What are the three steps they laid out?
    • A. 

      Resolve the customer’s needs, remind them of the 1000 Belief Points they can receive by referring, and send the Refer A Friend buckslip

    • B. 

      Find out if they have used My Account, ask for the referral, then provide them the steps to submit it online

    • C. 

      Referral conversation starters, then ask for the referral, and remember to direct them to how to submit the referral

    • D. 

      Ask a leading question, congratulate the customer, and then ask for the referral

  • 2. 
    On March 19th, we launched _____________ , which not only benefits our customers who are shopping online, but also helps us gain insights into customer’s buying habits and device quality trends.
    • A. 

      Side by Side Phone Comparisons

    • B. 

      Ratings and Reviews

    • C. 

      Phone Surveys on Facebook

    • D. 

      Video Tutorials

  • 3. 
    What should you do if a customer is calling to restore a suspended line for a lost/stolen phone and they cannot answer their test call?
    • A. 

      Let the customer know that to keep the line restored, the test call must be answered, and then re-suspend the line. Ask when they will have the phone in their possession so we can ensure the account is protected when we restore service.

    • B. 

      Leave the line active and ask them to call back into Customer Service if they experience any problems with the phone.

    • C. 

      If your customer’s situation is unique and you’re not concerned about possible fraudulent activity, work with your leader to make a decision on whether to allow the restore.

    • D. 

      Both A and C

  • 4. 
    Froyo was most recently released for which Android device?
    • A. 

      LG Apex

    • B. 

      Samsung Mesmerize

    • C. 

      HTC Desire

    • D. 

      Both the Samsung Mesmerize and the LG Apex

  • 5. 
    You are doing a needs assessment with a customer to determine the best plan for them.  Before determining whether you need to warm transfer to Telesales or refer to a store, is there anything else you might need to consider before changing the plan? 
    • A. 

      Is the customer eligible for promotional pricing on new equipment yet?

    • B. 

      When might the customer be interested in shopping for new equipment? For example, are they ready this week or next month?

    • C. 

      How is the customer’s phone working for them?

    • D. 

      Both A and B

    • E. 

      All of the Above