CRM SALES
If the cust lost the sim or it is too old, what sim should u sell to him/her?
The replacement one for $3
Explain the process of paying with an airtime pin
Press recharge button, then ask the customer the airtime pin number and put it there and press replenish
This is done to reset the signal
Send OTA
Where can you see the features that an account has?
Under features/view info
If the cust is new, can he buy a $3 sim?
No, it must be a sim with plan included
Explain the process of locking the call to make a cc payment
First press recharge/credit card, after that the agent has to type the code on 3xc keypad very slow, then the agent hears the tone and press on the padlock and the icon will turn green, that means the call is locked and ready to take all the values.
These 2 troubleshoots are performed by the cust on his/her device
Restart the phone and put in airplane mode
What features can be reset?
Only the ones listed on the features/reset/select a feature.
In which scenarios can you use the SAVE50 or 50OFF?
Only with the unlimited monthly plans
What should the agent inform the customer before taking the payment with a credit card?
The agent should inform the cust that a $3 fee will be charge by paying with a live rep.
What is the meaning of troubleshoot?
to discover(diagnose) why DONE something does not work effectively and help to improve it, to solve the problem.
What feature should the agent confirm ownership in order to reset it?
The Voice mail pin.
Before selling an esim what steps must be followed?
The agent must validate the device to confirm if it is compatible or not and also confirm if it is a NEW CUSTOMER
Where can you confirm a payment?
In transactions and bill history.
Name 5 troubleshooting.
- suspend the account
-put in airplane mode
-make probing questions
-reset the features(will depend which one is the issue)
-send ota
-restart the device
-check if the sim is the same on the device/crm
-test the sim in another device
If the cust wants to remove a feature from his account, what must the agent do?
Confirm ownership first and inform the cust that if or she makes a payment the feature will be added back so he/she has to call to remove it again, finally reset the feature without the check mark.
What is the process after the agent chooses the sim/phone or product on sales/crm?
The agent hast to press add to cart, after that proceed to check out, fill in the shipping info, then lock the call and take the credit card and billing info and finally place the order.
What does AVS stands for? What does Y, N, A, Z and U mean when talking about payments?
AVS is address verification service, Y means street address and zc matches, N street address and zc do not match, A means street address matches but zc does nit, Z street address does not match but zc matches and U the address is unavailable, or the bank is not from the USA.
If you reset a feature without the check mark, what happen?
The feature won't be added back and it will not work.
What is the definition of feature?
a thing or quality that is a very important part of something, synonym could be characteristic, attribute.