VERY VERY
Which of the following can be completed by an end user, provided ECPD Hot Remarks don't say otherwise?
A.Request a bill reprint
B.Get account balance information
C.Port a number in to Verizon
D.Add a block feature on their MDN
A.Request a bill reprint
Provide the Component of the simplified call flow.
Connect
Discover
Resolve
This business was founded in2000 as a joint venture of American telecommunications frim Bell Atlantic.
Verizon
TRUE OR FALSE
IN HD VOICE -Any Wi-Fi call made to a US number is treated as a domestic call, no matter where the call originates, and does not count against the customer's calling plan (except for calls made to premium numbers such as 411).
TRUE
How many lines does a Small Medium Business (SMB) have?
5-99
Which of the following should be disclosed when a customer suspends a line without billing?
A.DPP will still be charged
B.No fees would apply
C.Contract will be extended
D.All of the above
D.All of the above
The Connect element of the simplified flow does not include which of the following?
A. Value the customer's time - use questions to fill silent time and avoid placing the customer on hold
B.Express understanding of the customer's feelings/situation - demonstrate sincere interest
C.Active listening and pick up on the customer needs
A. Value the customer's time - use questions to fill silent time and avoid placing the customer on hold
If a customer's bill cycle is the 6th, then when does the bill cycle begin?
12:00 midnight, January 7th
If you were transferring information from an iPhone X to a Samsung Galaxy S20 Ultra 5G, which one of the following can be transferred only via USB/Computer?
Documents / Files
What to0l will you pull yup to check the surcharges collected from customers in the 84118 zipcode?
Tax Lookup Tool
If a POC suspends a line via My Business, which of the following is correct?
A.90 days maximum per instance, 180 total days in any 12-month period. Suspended with billing.
B.90 days maximum per instance, 180 total days in any 12-month period. Suspended without billing.
C.90 days without billing in any 12- month period. Suspended with billing.
A.90 days maximum per instance, 180 total days in any 12-month period. Suspended with billing.
The Discover element of the simplified flow does not include which of the following?
A.Value the customer's time - use questions to fill silent time and avoid placing customer on hold
B.Utilize appropriate resources to help provide a solution Value the customer's time - use questions to fill silent time and
C.Discuss the customer's overall experience and customer's effort level
D.Proactively identify areas of opportunity to review with customer Discuss the customer's overall e
B.Utilize appropriate resources to help provide a solution Value the customer's time - use questions to fill silent time and
Which of the following device protection solutions includes unlimited insurance claims in 12 months?
A. Extended Warranty
B. Wireless Phone Protection
C. Total Equipment Coverag
Extended Warranty
How many wifi capable devices can be connected to the 5G MiFi M1000 at one time?
15
Where in the BAA tool can you see a customer's discount status and speak to their current savings?
Overview Tab
An end user calls in to change a plan. ATM states that they are unable to do it. ECPD hot remarks states end users can complete all transactions. What do you do?
Complete the change
The Resolve element of the simplified flow does not include which of the following?
A.Confidently provide answers or solutions with personal benefits to the customer
B.Discuss all relevant disclosures and self-serve options to prevent future contacts
C.Review actions taken or next steps, check for understanding and use a closing statement before ending
D.Utilize appropriate resources to help provide a solution
A.Confidently provide answers or solutions with personal benefits to the customer
Which of the following cannot be completed via Bulk Account Maintenance in My Business?
A.Add My Business User
B.Add/Remove feature
C.New Service Activations
D.Static IP
A.Add My Business User
For the Business Unlimited plan, which of these is correct?
A. 10GB 4G LTE hotspot, then speed is throttled
B. HD-quality (720p) video streaming
C. $35 Smartphone, $30 tablet
D.15% off One Talk add on and select BuSS products
A. 10GB 4G LTE hotspot, then speed is throttled
Name the latest released single/ song of Monsta X
ONE DAY
For a consumer or ELEU account, which of the following information can be provided to the customer without verification?
A.Accessory discount percentage (ELEU accounts only)
B.NRB ticket resolution information
C. Total account balance and minimum due
D.MDN-level user name (only for the MDN the user called in on)
C. Total account balance and minimum due
Which of these is the correct response if the customer requests a suspicious equipment order?
A. Complete order, then submit a fraud reporting form.
B.Complete as normal, keeping in mind it is not your responsibility to decide if a caller is a fraudster
C.Transfer to the fraud team @ 888- 483-7200, option 3, then option 2
D.Advise the customer we are unable to assist them unless we verify them through SecurePIN.
Complete order, then submit a fraud reporting form.
If a POC suspends a line via My Business, which of the following is correct?
A.90 days maximum per instance, 180 total days in any 12-month period. Suspended with billing.
B.90 days maximum per instance, 180 total days in any 12-month period. Suspended without billing.
C.90 days without billing in any 12- month period. Suspended with billing.
A.90 days maximum per instance, 180 total days in any 12-month period. Suspended with billing.
Which of the following is not appropriate for opening a case in ACSS?
Network Issues / Network Troubleshooting
Where in ECPD would you go to confirm a customers accessory discount?
order information and equipment offers > equipment instructions