The Offer Value is the retail value of the Compass offer that is discussed with the customer. When expanding the details of the offer in Compass, the representative will be able to see how the Offer value is calculated.
100
What are the different discounts offered with Edge Upgrade, Out of Contract Phones, and Basic Phones on the More Everything Plan?
$10 - Basic Phones
$15 - Smartphones on MOE Plans under 6GB
$25 - Smartphones on MOE Plans 6GB and over
100
What date does the additional $200 off an Ipad mini promotion end?
June, 21 2015
100
If Verizon Edge customers with active installment agreements disconnect service, how are they billed for the remainder of their device?
The remaining balance of the Edge Agreements
200
How much is Family Locator? How much does it cost per Locatee?
Family Locator is $9.99 per account.
No additional costs are associated with family locator.
200
What happens when an account has reached 100% of its allowance?
When an account uses 100% of its allowance, only $0 value offers will be available.
200
Is every smartphone on the 6GB MOE Plan eligible for the $25 discount when doing EDGE or out of contract?
No, we must make sure they are not on a loyalty plan.
200
Which device is eligible to get $150 for any working trade in with purchase?
Droid Turbo
200
Do Verizon Edge customers receive price protection?
Yes. All Verizon Edge customers receive price protection. If the price of the device is lowered within 14 days, the customer is refunded the difference and needs to sign an updated Verizon Edge agreement through a VZW store.
300
Which Accessories are covered when filing a TMP claim for a wireless device (not an iphone)?
One standard battery
One standard home charger
One standard cigarette lighter adapter
one standard leather case
one standard ear bud
300
How do you accept an offer in Compass?
1 Review the offer details for additional requirements by clicking the hyperlink or arrow to the left of the offer name.
2 Advise the customer of any additional requirements.
3 Click the Accept icon in the Offer Options screen.
4 Select Save Complete.
5 Review the Summary screen.
6 Add any accepted offer(s) using the Start Order button when available.
300
If a customer has bonus data on their account (ex. 1 free GB for life when purchasing a device), when would it be used?
Promotional Data applies first before the plan data
300
Existing _____ customers who establish a new VZW account on a MORE Everything plan are eligible to receive $200 off an iPhone 5s, iPhone 6 or iPhone 6 Plus on Edge.
FiOS
300
When paying a bill, how do customers allocate that money toward Verizon Edge?
Customers cannot allocate money towards Verizon Edge. Customers simply pay their bills under a payment hierarchy that applies the money.
400
What is covered under Roadside Assistance? Name 4 out of the 5.
Will not start
Has a flat tire
Is out of fuel
Has a mechanical issue
Requires entry assistance (i.e. locked out/lost keys)
400
When in Compass, which phones are offered under the "Loyalty Free Smartphone" offer?
LG G3 in Metallic Black (LG-VS985)
LG G3 in Silk White (LG-VS985W)
Moto X White (MOTXT1096W)
Moto X Black (MOTXT1096)
400
Which Value Added Services offer a 30 day free trial? Name all of them.
Family Base, Family Locator, Visual/Premium Voicemail, and VZ Nav
400
Customers who purchase an LG G4 are eligible to receive a GPad 8.3x for $49.99 until when?
July, 5th 2015
400
How long can the EDGE agreement be suspended for military reasons?
What is 3 years and 90 days.
500
What will Tech Coach agents NOT assist with?
Billing, payments, account maintenance, AOL
Issues with OCCs
Network Troubleshooting
Remedy Trouble Tickets, NRB issues
Upgrades and Equipment orders
Feature and Plan changes
Global / International support
All account types other than Consumer / ELEU
Device issues, warranty replacements and CLNRs
500
When does the customer's allowance refresh?
The customer's allowance is re-evaluated at every billing cycle keeping in mind any accepted offer(s) or changes to the account could also impact the customer's allowance and offers presented. Representatives should never inform customers about the allowance, when it refreshes, or advise them to call back after their bill cycles.
500
What is the maximum number of bonus data promotions that can be put on consumer and business accounts?
Consumer accounts can have a maximum of 11 bonus data promotions.
Business accounts can have a maximum of 26 bonus data promotions.
500
Which Devices hold a $5 Access Fee? Name 5 out of the 8.
What is the definition of a good working condition device?
The device is capable of turning on and turning off.
The screen functions correctly and is free of cracks.
There is no visible corrosion on the device or ports.
There is no water damage.
The battery is present on devices where the battery is removable.
The device and/or charging port is free of cracks, dents or missing pieces and chunks.