review the account to see if they ever had one before, doesnt pertain to easy pay or minute packs, we take a payment and educate the customer this is a one time payment, attempt to sign up for APO or LBT
What is issuing an expired minute credit
100
what trouble shooting step would be use if the customer states they are receiving a fast busy signal when calling out or they are unable to place a call out of their phone?
What is out bound call trouble shooting
100
Customer focus, Bridge to Business, Assess, Offer options and recommendations, gain agreement, summarize and close
What is call sequencing
100
where can you find the weather in my area, as well as my coverage?
What is VZW MAP
100
which department handels prepaid to post pay conversion
What is Telesales
200
I want a credit for a GIN download what code will you disposition me under?
What is media center download
200
what 3 resources can I find a SID
What is ACSS, NPA/NXX, MAP
200
What is the first thing you should do when troubleshooting for a customer?
What is ASSESS
200
I want to see if another phone number is mobile to mobile what tool's can I use? (2 answers)
What is M2M validation tool, LNP Validation tool
200
If a customer has a smart phone (droid) can they be only on a monthly price plan with a text bundle?
What is no they need a data plan
300
when a credit is above our limit what will we submit?
What is a credit request form
300
If a customers phone doesnt connect to the ota programming what programming will be needed?
What is manual programming
300
It will be my pleasure to assist you with changing the new device on your account is what in call sequencing
What is bridge to business
300
what tool do we use for manual programing, or nam settings, or to check features on a specific phone.
What is equipment guide
300
VZW ringback tone fees for monthly RBT
What is .99 cents a month
400
I am on .99 cent core plan unlimited nights. I used my minutes during the day when my DAF was taken out I want it back will you give it to me?
What is no we will not issue a credit for DAF since the benefits of the plan have been used.
400
For what ever the customers issue, asking assessing questions and using what model will eliminate suspects and help resolve the issue easier?
What is ANDE
400
during gain agreement if a customer hesitates once you make a suggestion what would you do next?
What is Listen and Resond appropriatley
400
I want to see if a number is portable what resource do I run the number through?
What is LNP
400
when is the only time that we can do a balance transfer on an account
What is when a customer loads a pin card onto the wrong account on accident.
500
If LBT failed on my account and my account expired can you add the expired minutes to another account?
What is you may only apply to the account in which the balance expired on.
500
what type of issue is the following: would you use if the customer forwarded their number to their home phone but it still rings when people call in?
What is feature issue their calls are forwarded to their home number
500
What is an important aspect of offering options and recommendations
What is provide positive positioning to the customer
500
I want to see if a customer is roaming in ACSS what tab do I find this out.