Mobile
Policies
Scenarios
Billing
Miscellaneous
100
The max pay out for the buy out program?
$400 per line, $2000 total
100
deceased customer policy
upon notification of a deceased account holder we will disconnect the account stopping the billing on date of notification.
100
Where should we meet the customer when they come into the store
At the door or half way
100
What to do when a customer wants to change their autopay?
Verify ID, go into IDA interaction home, select eCustomerCare/View Bill.
Select- navigate on behalf of customer. Find the pen that details auto pay and click on it and hit unenroll. Advise cx of any autopay discount removals will be subject to a $5 increase.
100
Apple Tv Return Policy
Apple TV purchases or financed devices have a 14-day return policy. Device must be return sealed in new condition.
200
Up to how many lines can a mobile customer have
10
200
The buy in full process
A process in which we, bypass the soft credit check in order to get the customer to purchase in full a device less than $500
Only devices under $500.00 can be sold without a credit check when the customer does not qualify to finance a device. Under no circumstances should a device greater than $500.00 be sold to a customer by scanning the IMEI in the search field on the main landing page. A device cannot be sold as a walk-in to a non-customer, all devices must be linked to an Optimum account.
200
Janet comes into the store, David (RSC) says "Whatsup?"
What is the proper greeting and what time frame should he greet in?
"Welcome to Optimum"
"Welcome in to Optimum"
5-10 seconds.
200
What is an RSCs limit for credit adjustment?
$100
200
What does IDA stand for?
Integrated Desktop Application
300
How many devices can a customer finance at one time
5
300
What bills must be marked with a counterfeit pen?
50s and 100s
300
Janet tells David she would like to pay her bill today.
David assists Janet in paying the bill. He tell's her to a great day.
What else should David had done during the interraction?
OFFER
ex)mobile,hsd migration, tv add on, apple tv
300
How many times should you count a customer's cash payment/change?
4x total, 2 and 2
Count the payment from the customer. Leave on the counter. Count the change out of the register, count the change to the customer. Then count the payment into the drawer.
Provide receipt.
300
The customer has a billing question in regards to a credit they should have received for a service outage.
Where should you look?
Billing inquiry
Adjustment History
House History
Ecustomercare/view bill
400
How does a customer get a trade in credit?
With an eligible trade in device. They must finance a new device. The trade in credit is then disbursed among 36-month billing credits.
400
No cell phones, electronic devices, or earbuds may be worn at any time; cell phones are not permitted in the counter area and may only be used during break times. Only Company-issued pins are allowed. Wallets, iPods, sunglasses, or any other accessories that are deemed non-conducive to a professional business presentation are not permitted
Is part of what policy?
Dress code policy
400
Martin is in the store with Clara (RSC).
Clara has offered mobile and Martin showed slight interest and asked further questions about the service and plans.
What should Clara do?
ASK for the sale!
ex 1) I can help you get started today?
ex 2) Would you like to switch over today?
ex 3) I can set you up an appointment for X.
400
You accidentally put a check payment on an account for $134.56 but reread the check and it is for $135.46.
What should you do?
Notify your manager for correction.
400
What is CPNI and how can we protect it?
Customer Proprietary Network Information:
exs:
- shredding customer information
- do not share customer card info, ssns, dob outloud
500
How long do we lock devices for?
Devices are locked until 90 after purchase paid in full or finance is
paid in full after the initial 90 days.
500
"At no time is anyone to physically handle a customer’s credit card or write the number down on paper or into a file"
What policy outlines this?
Taking Payments
500
Martin accepted the sale with Clara. He is trading in his S21FE for the S23FE.
What should be Clara's next step?
TRANSITION to a secondary offer.
Ex 1) accessories
Ex 2) hsd migration
Ex 3) ask for a survey response, store google review OR referral!
500
Lilia came in upset due because her bill is normally $80 and today it is $180. She made her payment over the phone with a number she saw on google.
What could possibly be going on and how do we identify it?
Customer Scam Activity
Verify billing inquiry, adjustment history and e view bill. Credit any returned fees. Assist the cx in changing access code.
$80 last month
$80 this month
$20 returned fee
500
Where can you find gift card tracker
In KDB or KDB customer lookup on the right hand side tool box.
