SUBS MOD
What comment should you put on the comment 1 field when marking a saved subscription?
Amount saved
What is the country code for United Kingdom when updating the address for an international customer?
GBR
NON is the reason category when opening a call in advantage.
FALSE – CALL
True or False Customer’s auto renew is active.
TRUE (C means A/R with auto charge)
What does EWOF stand for?
EMERGENCY WEB ORDER FORM
What mod code is used to cancel auto renew, change renewal flag or delivery code?
MOD PRO
What information is needed when creating a new account?
Name, full address, email, phone number
Where do you get the cross sell path when opening a call?
Five9
What does I/P/C/D transaction type combination mean?
Cust was given a refund.
What is the timeframe for check refunds?
4-6 weeks
Perform MOD CUS from bottom (renewal future terms) to do cancel and refund for the subscription.
FALSE MOD CUS (TOP)
TRUE OR FALSE. We should ask for the customer’s email address and last name to search for customer’s account.
FALSE – email first then last name and zip code
What information do you need to confirm with cust for verified caller in Five9?
What trans type combination will you see in invoice and payments for billing suspend?
I/C/B
What are the 2 places you can enter card information?
ADV and EWOF
What mod code will you use to process cancellation and refund for subscription below?
MOD CUS (RENEWAL FUTURE TERMS)
What are the 3 places in ADV to change the email address?
Customer search
Customer activity
Free e-letters
What information should be verified with customer during a sales call?
What information will you put on Order Source field when creating a control group?
PHONE
What should be the script when placing orders for subscription?
TCC-BHP TCC-Banyan Hill Publishing
What MOD code will you use to process cancellation for sample below?
MOD PRO
Name the 3 things that must be done when handling requests for deceased customers.
Change the name on the account to start with Estate of
Change Promote Customer to N
Change Free e-Letters to Inactive
Identify 6 items that should be included in your notes.
How does the customer receive the subscription?
EMAIL ONLY
What are the 3 ways to assist a customer who’s having website login issues?