"Hello, thank you for calling Consumer Cellular, my name is John, how can I help you today?"
What is a proper greeting?
100
When we take a battery out of a phone which is powered on and plugged into a power outlet.
What is a hard shock?
100
An affordable flip phone for just $30 brand new, able to be ordered through a customer service representative.
What is the Consumer Cellular 101?
100
When you take the time to research the different phones we offer and how best to pitch them to our customer’s needs.
What is Being the Expert?
100
When a customer is within the first 30 days (or 45 for AARP members) of service and have used less than 500 MB of data.
What is the Risk Free Guarantee?
200
"I would be more than happy to help you pay your bill today."
What is an assurance of help?
200
When we need to restore a device to factory settings but can’t access the settings screen?
What is a Hard Reset / External Factory Reset?
200
An Android smartphone made by a well-known brand and is sold for just $100.
What is the Samsung Galaxy J3?
200
When you make a constant effort to be happy and positive, no matter what, while you are at work?
What is Happy Employees Make Happy Customers?
200
When a customer wants international roaming, they need to be on this carrier.
What is T-Mobile?
300
When we are not paying attention and need to have the customer repeat the question.
What is not listening to your customers?
300
When a phone has lines across the screen, this is likely a sign of ________.
What is damage to the device?
300
A device designed to allow customers to use their home phone with our service?
What is the ZTE Wireless Home Phone Base?
300
When you choose to leave for work early to allow for enough time in case there is an accident?
What is Smart Choices Lead to Success.
300
When a customer goes from ATT to TMO (or vice-versa) on our service and it takes 24 hours to resolve.
What is an internal port?
400
When we say "I'm sorry to hear that your service isn't working. I wouldn't want that to happen to me either."
What is an empathy statement?
400
When we have the customer charge the phone for 4-6 hours and give us a call back with exactly how long it lasted from the full charge.
What is battery not lasting as long as expected troubleshooting?
400
flagship Android phone featuring the latest technology on a 6.2 inch screen.
What is the Samsung Galaxy S8+?
400
When you always handle objections in sales calls and go out of your way to retain customers on cancellation calls, because you recognize this is how the company grows.
What is Grow to Create Value?
400
When a SIM has been deactivated in the past 90 days, it will take 24-72 hours for it to be reactivated using this method?
What is a SIM reuse?
500
We should always make sure we are being polite and saying ______ and _______ to our customers.
What is “please” and “thank you”?
500
When the customer is receiving the notification that they got a call, but the ringer is not making any sound.
What is Speakerphone/Audio/Phone Not Ringing Issue?
500
An Android smartphone from Motorola which features a 5.2” display and is able to be paid through an EasyPay plan.
What is the Moto G5 Plus?
500
When you spend the time walking the customer through setting up their device rather than sending them to Target.
What is Doing the Right Thing Even When Nobody is Watching?
500
When we re-rate the customer’s bill to the lowest possible plans and give them a credit for the difference. This is done as a one-time courtesy.