PIPEDRIVE
When I create a " Deal" from a lead, what pipeline do I add it to ?
Connected!
What 2 pieced of cx info do I use to open up their account?
CTN/ BAN + Postal Code
True/ False?
When I add the RPP enrollment credit to a cx account while activating, I must create an activity to " RedQA" to notify them of the extra code they will see on the cx " SA "
True!
When placing and order for a cx, what email do I use?
The customers
Outbound Call:
I should always state my name that i am an account manager and ?
Where I am calling from
example: " calling from Red Wireless powered by Rogers, how are you today?”"
What activity do I place in pipedrive, after I activate an order?
" Activation Completed "
True or False?
I can place an order for an authorised user;
False, you can only place orders with the account holder. Only exception is if the account holder gives verbal permission on call with you.
What team do I go to when I am unable to add a code to an account in Oneview?
CCR!
True/ False?
I can place an order for a customer that is porting-in an Alberta CTN and a Saskatchewan CTN
True! I can place an order for any customer CTN port-in/ mix. Unless the CX wants to mix Quebec and another province CTN
What is a needs assessment ?
Questions you ask to determine what the customer has with their current carrier and/or plan as well as what features they may be lacking
What system do we use to open up an order in pipedrive?
Redwireless Dashboard- Follow Request
After I complete an activation what file do I use to ensure the plan and device price has been activated correctly ?
Service Agreement (SA)
What form do I send from pricing website when the cx shipping address is different from their billing address?
" Fraud Check Additional Proof"
What is a "DSC" ?
Device Setup Charge
Once you have collected all of the information you need regarding the customer’s current plan and/or device, it is important to ?
Repeat this back to the customer to ensure you have the correct information.
What pipeline and Stage do I put an order when it is completed?
Activations ---> Activated / Invoicing
What are 2 things I should always check in an existing CX account before placing any order?
If you said any of the following, You are correct;
- Past due
- Plan type(s)
- Device Balance
- RPP Enrollment
How much is the change order fee & price match fee?
$50.00
True or False?
I must read every bullet point for Terms & Conditions?
True!
When I make an outbound call (from a lead) and the cx does not answer what should I do;
A.) Archive the lead
B.) Create a connected deal for call back
C.) Lead must remain a lead and I set a manual callback task for next scheduled shift
C.) Lead Must remain a lead and I set a manual callback task for next scheduled shift
When a cx calls in to cancel an order what are the steps I need to take ?
Attempt to save the deal
create an activity with details on what i did to save the deal and why the cx wants to cancel. I than move the order to " activations ---> losing" assign the activity and the deal owner to my Team lead"
- Do they have a past due balance
- Any buyout fees
- Any existing lines and plans that may conflict with offers ( example shared primary moving to nonshared, will this affect current AALs)
How much is the DSC and when does it apply ?
$40 and it applied when the customer finances a device.
Cx has a 60% down payment, what form do I send the cx?
High Risk Down Payment
When a cx asks what type of credit check we do ( NAC) what should we be saying?
it will be a " hard check "