Money, money, money
The total price of the subscription depends on _________.
the state the customer is billed
Instead of using Stations, what’s the best term when referring to what Siriusxm offers?
Channels
What is the article number for how to find Radio IDs?
1062
What packages includes MLB?
XM Select
Anna has 2 accounts – 1 account has a Sirius Radio in it and the other account has an XM radio in it. She wants to combine both accounts, based on the account consolidation rules. Can the agent process it? Y/N
Yes
Artist-dedicated channels are premium channels only available when customers subscribe to what packages?
All Access and Select
Sheng is trying to consolidate a customer’s account but when trying to do so, you get an error that customer has a pending refund. What article is related to this scenario?
3231
Give 2 examples of reactive packages?
Basic
Basic Plus
Espanol
Espanol Plus
Latino Y Mas
Ala Carte
How long will it take for a customer can get a refund back to his/her credit card?
3-5 business days
What tool should u use to search for descriptions of a channel and suggested channels that has a similar theme to a particular channel chosen.
SiriusXM website/siriusxm.com
Bea called to activate a radio, while pitching for subscriptions, what article will help you in making sure that you will mention everything that is required in your offer presentation.
6007
Maria is calling because she's getting an "updating" message on her radio screen. What does this mean?
The radio is being updated with the latest channel lineup
What do we mean when there is a parenthesis on a dollar amount?
credit or payment
Why do we validate a radio ID?
To check if the radio is okay to activate (not associated with another account)
What article number will help you answer about rumors regarding upcoming radios, SiriusXM stock, channel lineup changes, etc.
5649
Give the 4 ways a customer can send a signal to their radio.
Call LCR
855-MY-REFRESH
SXM website
text message
Give 2 examples of filters you can use to search in STARSS billing history
All dates
Date range
What is the sequence for logging out from the following tools? IAD, VAD, STARSS
1. VAD
2. STARSS
3. IAD
What are the three steps you need to take before activating an OEM trial?
1. Locate the correct OEM Radio in STARSS and Radio status.
2. Identify the vehicle Make and Model and verify this with the subscriber.
3. Utilizing the Knowledge Base open the manufacturer trial matrix and identify the exact trial plan the subscriber should be receiving and the current status of the trial.
What article will help you answer this scenario:
Ally is calling to activate a radio, when checking, its already under Jerome’s name?
4946 or 6029