Sales
Policy/Procedure
Account Access
Billing/Pricing
SBSP
2
If it's to close a sale, I can tell a customer to call back to get an activation fee waived.
No! That is an integrity violation.
2
Customer or account information can only be put into which chat?
Side Chat with a Manager or MI60 ONLY
2
Can an authenticated caller call in to cancel a line of service on an account?
Yes! An authenticated caller can cancel a line of service. But only the account holder can RESUME from cancel.
2
When can we give courtesy credits?
We do not give courtesy credits.
2
What kind of animal is Squidward?
An Octopus, believe it or not.
5
My customer doesn't have the phone with them to get give the IMEI. What am I allowed to use in the IMEI option?
A customer-provided IMEI is the only valid option.
5
My customer cannot access the internet to accept terms and conditions, can I accept them on their behalf?
No, the customer must accept the terms and conditions
5
My customer is arguing that he made international calls billed to his account, can I tell him where he called to prove that it's real?
No; you can instead direct the customer to view the usage on their app or website.
5
I realized I gave the customer the wrong price, but I'm worried they won't buy if I give them the updated price, should I tell my customer?
Yes! You must always update your expectations if you realize there is a mistake.
5
What is the name of Spongebob's father?
Harold Squarepants
10
A customer has waived activation fees, so you don't need to disclose the price of the activation fee.
False, you must disclose the price of the activation fee and then you may also advise them that their discount waives that fee
10
If a new customer calls with a BYOD device, what circumstances are we allowed to create a new account in?
The customer must also be porting a number, or getting a new device.
10
A customer called in after his online order got cancelled. He says he knows the all of the prices, what pricing information do you need to provide the customer?
All of it! Even if the customer claims to already know, we must review it with them to ensure proper education for our customers.
10
The Account Holders husband is a Firefighter, are you able to offer the First Responder Discount as a way to save on their costs?
No. The terms of the First Responder discount state that the account must be in the name of the First Responder to receive the discount.
10
Who is Ms. Puff's boyfriend?
Mr. Krabs!!! argargarg