WWE Network Ppv Rehire Final Assessment

19 Questions | Total Attempts: 367

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WWE Network Ppv Rehire Final Assessment - Quiz

Read each question carefully and select the correct answer.


Questions and Answers
  • 1. 
    What best describes WWE Network?
    • A. 

      It’s an internet and cable company based in the U.S.

    • B. 

      It’s a free streaming service like Youtube.

    • C. 

      It’s a sports streaming service that requires a subscription.

    • D. 

      I don’t know what WWE Network is.

  • 2. 
    Choose all that apply. In order to make an email change in an account, what is the information you need to verify first?
    • A. 

      First & Last Name

    • B. 

      Last 4 Digits of Credit Card

    • C. 

      Email Address

    • D. 

      Billing Address

    • E. 

      Home Address

  • 3. 
    What are the acceptable payment methods for WWE Network Subscription? Select all that apply.
    • A. 

      Paypal

    • B. 

      E-Card

    • C. 

      Credit Card/Debit Card

    • D. 

      WWE Network Prepaid Card

    • E. 

      Prepaid Credit Card

  • 4. 
    What are the available Support Options for subscribers of WWE Network?
    • A. 

      Chat

    • B. 

      Video

    • C. 

      Email

    • D. 

      Phone

  • 5. 
    TRUE or FALSE – Customers still need a valid Payment Method attached to their account when they use a WWE Prepaid Gift Card to subscribe.
    • A. 

      True

    • B. 

      False

  • 6. 
    Dennis, an ACTIVE WWE Network monthly subscriber is trying to update the payment method on his account with a WWE Network prepaid card that was given to him as a gift. How do we assist Dennis?
    • A. 

      Walk Dennis on redeeming the card by going to wwe.com/redeem

    • B. 

      Advise Dennis that he cannot use the network prepaid card at this time. He must wait for the current subscription to end and redeem it upon expiration.

    • C. 

      Advise Dennis that he cannot use the network prepaid card. What he used as payment method upon purchasing will be the permanent payment method.

    • D. 

      This isn’t something I support. Transfer to L2 Billing.

  • 7. 
    Klint, a FORMER WWE Network monthly subscriber is trying to reactivate his account with a WWE Network prepaid card worth 6 months. How do we assist Klint?
    • A. 

      Walk Klint on redeeming the card by going to wwe.com/redeem

    • B. 

      Advise Klint that he cannot use the network prepaid card at this time. He must cancel the current subscription and redeem it upon expiration.

    • C. 

      Advise Klint that he cannot use the network prepaid card. What he used as payment method upon purchasing before will be the permanent payment method.

    • D. 

      This isn’t something I support. Transfer to L2 Billing.

  • 8. 
    Trevor was calling for his friend Karl who is an active WWE Network subscriber. He said Karl wants to cancel the subscription. How will you address this concern?
    • A. 

      Immediately proceed with the request. Cancel the subscription and provide the cancellation details.

    • B. 

      Ask how he is related to Karl, and why he wants to cancel. Make sure Trevor is able to validate all account information before escalating to your supervisor.

    • C. 

      Ask how they are related to Karl, and why he wants to cancel. As long as Trevor is able to answer the questions, we may proceed with the request.

    • D. 

      This needs intervention from a Supervisor. Transfer the call.

  • 9. 
    Clarisse, a PS4 user wants to know if they can purchase a subscription through her console’s WWE Network application. Is this possible?
    • A. 

      No, user must be directed to watch.wwe.com to purchase

    • B. 

      Yes, advise that the billing then will be via Playstation Store and not through us

    • C. 

      No, since PS4 is not a supported device

    • D. 

      Yes, but advise that the price is higher than what’s on the network website.

  • 10. 
    Greg has been a WWE Network Subscriber for 2 years and wants to watch a recorded PPV event but he’s only seeing a spinning circle. What is the best thing to ask first?
    • A. 

      What device are you using to watch?

    • B. 

      What is your internet speed?

    • C. 

      Where are you currently located?

    • D. 

      No questions. Advise him to wait for the video to load.

  • 11. 
    What are the supported devices for WWE Network?
    • A. 

      Windows XP

    • B. 

      MAC Mountain Lion

    • C. 

      Android Oreo

    • D. 

      Chromebook

    • E. 

      IOS 11.0

  • 12. 
    Fina said that they have the latest LG Smart TV and is wondering if they could use this device if they opt to purchase the network. Will it be compatible for WWE Network app?
    • A. 

      No, LG TV is not a supported device regardless of the model number

    • B. 

      It depends, we need the exact model number to validate. If customer is unable to provide, refer them to manufacturer.

    • C. 

      Yes, KB states we support LG TV 2017 models and newer

    • D. 

      Transfer to Level 2

  • 13. 
    Ben is using an iPhone 8+ running on iOS 12.3, and is interested on accessing WWE Network content. However, he is confused where and how to start. What is the best way to assist Ben?
    • A. 

      Advise that his device is not supported. Ask if he has another device.

    • B. 

      First, advise to install the WWE Network app which is free. Afterwards, go to watch.wwe.com to purchase the subscription.

    • C. 

      First, advise to install the WWE Network app which is free. Afterwards, purchase the subscription via the app too

    • D. 

      First, advise to install the WWE Network app which cost $9.99 upfront. Afterwards, go to watch.wwe.com to purchase the subscription for another $9.99.

  • 14. 
    Luke has a new laptop running on Windows 10 OS. He wants to know if he could use the device to watch before he purchases the network. What will you tell Luke?
    • A. 

      Apologize and say that Windows 10 does not meet our system requirements.

    • B. 

      Advise that we can no longer download the app on Windows 10, customer needs to use a supported browser

    • C. 

      Advise that yes, he may. He just have to download the FREE WWE App from the Microsoft Store.

    • D. 

      Refer Luke to Microsoft Support as they are the best to ask of their device’s compatibility.

  • 15. 
    Which pieces of information can be used in DCE Admin tool to locate a customer’s account? Select all that apply.
    • A. 

      Name (First and Last Name)

    • B. 

      Address (Billing Address)

    • C. 

      Username (Email Address)

    • D. 

      CC (Last 4 digits of the Credit Card)

  • 16. 
    When resetting passwords for the customer, what Authentication Provider should be selected?
    • A. 

      ADOBE

    • B. 

      WWE

    • C. 

      ID

    • D. 

      None of the above

  • 17. 
    This tab displays the content that the customer accessed / watched
    • A. 

      Watch List

    • B. 

      Watch History

    • C. 

      Activity History

    • D. 

      Licenses

  • 18. 
    Agents are allowed to delete payment method under the customer’s account.
    • A. 

      True, this includes the default payment method.

    • B. 

      False, we have no way to delete payment methods on our end.

    • C. 

      True, except the default payment method on file.

    • D. 

      False, this must be escalated to supervisors.

  • 19. 
     Which tab and flow should agents follow to cancel the customer’s subscription?
    • A. 

      Summary > Actions then select Suspend

    • B. 

      Summary > Manage then click Cancel Subscription

    • C. 

      Licenses > Click on the recent billing > Actions then select Suspend

    • D. 

      Agents cannot cancel accounts they should reach out to their supervisor. 

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