Everything Payments
Change Price Plan/Online Billing
CLM/Billing Inquiries
Adding/Removing Enhanced Services/Activations
Miscellaneous
100
True of False: When setting up a PTP for a customer, you always want to try to set up a PTP for the full balance amount.
True
100
True or False: You must always change the price plan in v21 for a customer.
False, it must always be changed in Telli, you only change it in v21 if Telli is down.
100
True or False: A customer can add on a voluntary CLM if they wish for their account balance to not exceed a certain amount?
True
100
True or False: You can only reset a customer's voicemail password to the last 4 digits of their CTN in v21.
False
100
True or False: The phone numbers of incoming calls as well as SMS/MMS details are displayed in the detailed usage for online bills
False, incoming calls do not display the phone numbers nor SMS/MMS details
200
Multiple Choice: If a customer calls in stating they are not able to pay their bill in time this month and do not want to risk their account being suspended, you will want to: A)Transfer to retention to cancel their service as they cannot afford it B)Credit the account C)Advised her there is nothing you can do and that she will have to incur late payment charges D)Take a PTP for the full amount
D)Take a PTP for the full amount
200
Multiple Choice(select all that apply) List the benefits of online billing: A)24/7 access B)Free C)Can view up to the last 18 months of bills D)The PDF version of the bill is emailed automatically every month E)Can be accessed anywhere via internet connection F)Customer's would get a discount on their services for online billing
A,B,C,E
200
Fill in the blank: You can always refer a customer to _______________________ for them to be able to understand how to read and understand bills better.
200
Multiple Choice: In what system and tab would you add a lost/stolen block for a customer? A)Oasys under the report lost/stolen tab B)Telli under the account management tab C)Tab 3 in v21 and hit the 'list' button D)You cannot do it for the customer
C)Tab 3 in v21 and hit the 'list' button
200
Multiple Choice: A customer states that they are very forgetful with making their payments on time. They are tired of incurring late payment charges because of this. What can you suggest to the customer? A)To setup preauthorized credit card payments on their Rogers account B)Set up reminders for themselves on their calendar C)Tell the customer that they just have to simply remember to pay on time D)Set up automated online banking withdrawals
A)To setup preauthorized credit card payments on their Rogers account
300
Fill in the blank: When a customer pays via online banking, it will take approximately up to ____ days for the payment to be posted on their Rogers account.
5 days
300
Fill in the blank: The customer is switching from a non-share talk, text and internet plan with 1GB of data mid bill cycle to a Share Everything Plan with 3GB of data. The customer will have ____ amount of data TOTAL to use for their current bill cycle.
3GB
300
Multiple Choice: When does the customer receive CLM notifications? A)When the account balance reaches 50%, 60% and 100% B)When the account balance reaches 60%, 90% and 100% C)When the account balance reaches 20%, 50%, and 75% D)They do not receive CLM notifications
B)When the account balance reaches 60%, 90% and 100%
300
Multiple Choice: A customer is looking to activate a new device with Rogers. They do have any Rogers history. The customer advises they do not want a credit check ran on their account as they not want their credit score to take another hit. What do you want to do? A)Talk to your manager as you really want the sale B)Advise the customer it will be an internal credit check so it will not hit their credit score C)Submit a case for a credit check override D)Advise the customer that the order cannot be placed without a credit check. The credit check is always absolutely necessary when applying for new Rogers services
D)Advise the customer that the order cannot be placed without a credit check. The credit check is always absolutely necessary when applying for new Rogers services
300
Multiple Choice(select all that apply): When will a customer incur partial charges? A)When a customer completes a price plan change mid-bill cycle B)When a customer adds on a value pack in the middle of their bill cycle C)When a customer ports in their telephone number D)When a customer only completes a hardware upgrade E)When a customer uses Roam Like Home F)When a customer transfers their telephone number to another account
A,B,C,F
400
Multiple Choice: A customer accidentally paid a cancelled account that is under their name via credit card. They call in to have the amount refunded. What can you do for the customer? A)Advised that a cheque will be mailed out automatically in 6 weeks B)Advised the customer to call their credit card company to have the payment reversed C)As the account is in credit balance, advised it will be used towards their next bill D)As the account is in credit balance, process the refund in v21 which can only be refunded to the same credit card that was used to make the payment
D)As the account is in credit balance, process the refund in v21 which can only be refunded to the same credit card that was used to make the payment
400
Fill in the blank. A customer who has recently gotten a premium device subsidy on a 2 yr commitment would like to downgrade their current premium tab plan to a no tab plan as they find their MSF too expensive. With this request, the customer will have to pay their remaining ____________ in full on their next bill.
Flextab balance
400
Multiple Choice: A customer calls in about their latest bill inquiring about a 'device recovery fee' on their bill of $350. They recently ported their number over to Bell and they were 12 months into their contract. The customer is looking for an explanation of how the $350 device recovery fee was calculated. How would you explain it to the customer? A)Advised the customer it was charged in error as the customer does not have to pay their flextab when they are past the one year mark of their contract B)Whenever you cancel, you have to always pay the total subsidy received on the device which in this case was $350 C)It is based off the total subsidy received on the device which is divided evenly over the 24 month commitment period. The total subsidy received on the device was $700 so with 12 months remaining on the commitment, the subsidy still owing is $350 D)Advised the customer the minimum device recovery fee is always $350 when you have 12 months remaining on your 24 month commitment
C)It is based off the total subsidy received on the device which is divided evenly over the 24 month commitment period. The total subsidy received on the device was $700 so with 12 months remaining on the commitment the subsidy still owing is $350
400
Multiple Choice: A customer calls in stating that their call display is not working. Upon investigation of their account, you notice that the customer does not have call display listed as an active feature on their account which is supposed to be free with their current plan. What must you do to get the customer's call display to work? A)Transfer to tech support to get their call display working B)Perform a SOC cleanup on the account by hitting 'list' in tab 3, scrolling all the way to the bottom and look for the 'Inc' type SOC and add it on C)Complete a Price Plan Change to a plan that you know will include it this time for sure D)Tell the customer they cannot get call display without purchasing a value pack
B)Perform a SOC cleanup on the account by hitting 'list' in tab 3, scrolling all the way to the bottom and look for the 'Inc' type SOC and add it on
400
Multiple Choice: A customer calls in stating they could have sworn they made a $150 payment via the bank a couple of months ago, however they do not see that this payment was posted on their account. They have lost the receipt and are not sure what account number it was paid to. They do not have time to call their bank. What can you do for the customer? A)Nothing, advise the customer the money is gone B)Credit the account for the missing $150 C)Create a missing payment case on the account D)Transfer to Credit Operations E)Ask for an immediate payment via CC and advise the customer the payment she made prior will be refunded in 2-3 bill cycles
C)Create a missing payment case on the account
500
Multiple Choice: If a customer has 2 accounts under their name and they accidentally paid the wrong account, what can you do for the customer to make sure the payment is on the correct account? A)Nothing, the payment has to stay on the account it was made on B)Process a payment transfer in v21 as both accounts are under the same customer C)Process a refund on the account they accidentally paid and advise the customer to pay on the correct account
B)Process a payment transfer in v21 as both accounts are under the same customer
500
Multiple Choice: The customer is switching from a local call Share Everything Plan to a Share Everything Plan with CDN LD mid-bill cycle. What are the expectations you will want to set for the customer with respect to CDN LD charges on their next bill? A)There will be no CDN LD charges on the next bill as the CDN LD will be backdated to the beginning of the current bill cycle as if they had it along. B)The customer will continue to incur CDN LD charges for the remainder of the current bill cycle and starting on the next bill cycle the CDN LD will take effect. C)The customer will be responsible for any CDN LD charges for the current bill cycle up to date they made the change from local calling to CDN wide calling. D)You do not need to set the expectation for the customer with respect to possible CDN LD charges for their next bill.
C)The customer will be responsible for any CDN LD charges for the current bill cycle up to date they made the change from local calling to CDN wide calling.
500
Multiple Choice: How is the customer notified about any changes to their CLM? A)They will receive an SMS message to their wireless device B)They will receive an automated call C)We do not notify the customer about changes to their CLM D)The customer is notified on their bill about changes to their CLM
D)The customer is notified on their bill about changes to their CLM
500
Multiple Choice: A customer calls in who does not have any existing Rogers services. They are looking to activate 2 lines, one for themselves and one for their wife. They are looking to get new devices and agree to the plan you have recommended to them. What steps will you take to activate the services for this customer? A)None, tell the customer they will have to go to the store with 2 pieces of photo ID to get the wireless services activated B)Create an account in ICM, enter in the contact info such as their email address, open up Telli and process the order for the devices. The customer will receive the devices shortly in the mail C)Create an account in v21, run a credit evaluation to make sure the customer is approved for 2 lines, create a contact in ICM, process the orders in Telli and advise the customer they will receive the devices in the mail shortly D)Create an account in ICM and enter in the email address and contact info, create a tentative BAN in v21, run the credit check in v21 to make sure the customer is approved for the 2 lines, complete the device order in Oasys, advise the customer they will get the devices in the mail shortly.
D)Create an account in ICM and enter in the email address and contact info, create a tentative BAN in v21, run the credit check in v21 to make sure the customer is approved for the 2 lines, complete the device order in Oasys, advise the customer they will get the devices in the mail shortly.
500
Multiple Choice: A customer who has a cancelled account with us overpaid their final bill by $250 via online banking. It has since then been 2 months since the final bill was sent out. The customer is looking to get their money back, but has not received anything in the mail. You notice that their account balance has been written off to $0. What can you do for the customer? A)Process a refund to their credit card as long as the credit card is under their name B)Create a case for a refund cheque to be mailed out C)Do nothing as the account balance is $0 and tell the customer they will need to be extra careful when making payments next time D)Advise the customer to contact their bank via the telephone number on the back of their debit card
B)Create a case for a refund cheque to be mailed out
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