RMA
What is the return window to request an eligible RMA?
What is 14 days from ship date.
TRUE OR FALSE:
A customer can only add SMPP at point of sale
(Barring any 1 off mistake we made)
What is True
When is the only time a trade in can be processed?
What is at point of sale.
TRUE OR FALSE:
An account link or merge can be completed if their account is past due?
What is false.
Please give me an accurate self-service statement.
Example must give the tool first and one or two things you can do with that tool.
What is one valid reason we would do an OOP RMA.
What is if spectrum makes an error.
When canceling SMPP, what banner pops up to prompt you to advise the customer before confirming to cancel their SMPP?
What is please inform the customer that once you cancel SMPP on a device, they will not be able to re-add SMPP.
How much promotional credit does Spectrum give for a normal trade in, in addition to the value of their device?
What is 100$
What is an account link?
What is when connecting a core account to a mobile account.
What are two "naughty no-no's"?
-hang up on a customer
-call avoidance
-severe customer service issues (speaking over cx, elevated tone, profanity or unprofessional conversation, and arguing)
What are the key points that you need to say in the RMA script?
-Restocking fee
-Graded upon arrival
-Factory Reset
-Return within appropriate time frame
TRUE OR FALSE:
Only the account holder can process a claim for Assurant.
What is true.
How is a trade in credit applied to the customer's account?
What is in equal credit over the remaining months of their DPP.
What is an Account Merge?
What is when you combine one Mobile account with another Mobile account
What do you have to do to be eligible for $29.99 pricing?
Add a new line on unlimited
Upgrade internet services
True or False:
We can return a phone case if it is between 14 days of delivery and opened?
What is False!
If a customer has SMPP, what is the cost to have their screen repaired?
What is $29.00.
Sometimes you can't find the trade in offer with the information provided by the customer. What is one way you can confirm a trade in was completed at point of sale?
What is the confirmation email.
What is View the Order in sm360
A customer's name has to match between accounts. If the new core account is spelled wrong, how can we process a name correction so we can link with their Mobile Account?
What is Transfer to Core to do a UCM
Misspelled name UCM
Category: Account Management
Type: Misspelled Name
What is the difference between international and international roaming?
International is when you are in the US making calls to other countries. International roaming is when you are in another country using calling/texting/data.
What is the C-Stock charge?
What is half the cost of the phone.
How many Tiers of SMPP are there, and what's the associated costs?
What is 4.
Tier 1- $7
Tier 2- $12
Tier 3- $15
Tier 4- $18
You found the customers trade in label but they never received it in their email. Youve confirmed their email is correct. Can you resend the trade in email, if so how?
Have to manually send label to customer in the Assurant portal. (Actions, shipping label)
What are two reasons why we would not be able to complete an account merge or account link?
-Account is past due
-Names on the account do not match
-Not the same type of account (buss to buss/residential to residential)
What are 3 reasons and active device may not be eligible for an Unlock?
-Account past due
-Device is blacklisted
-Device is not paid off
-Account has not been active for 60 days