General
Fi Trade In Program
Fi Device Financing
Billing
Data Speed Limits
100
Provide the Opening Script:
Thanks for contacting Google Support, this is Ägentś Name, am I speaking with Customerś Name
100
What is the KB title for general Trade In Program knowledge?
Learn about the Google Fi Trade-in program
100
TRUE or FALSE: In a group plan, a group manager can also finance a device.
FALSE. Only the Group Owner can finance a device.
100
How many days does a user has from the date of their purchase to activate their Google Fi service?
30 days
100
TRIPLE POINTER:
- Flexible Plan allows up to _____ of full speed data.
- Simply Unlimited allows up to _____ of full speed data.
- Unlimited Plus allows up to _____ of full speed data.
- Flexible plans allow up to 15 GB of full-speed data.
- Simply Unlimited plans allow up to 35 GB of full-speed data.
- Unlimited Plus plans allow up to 50 GB of full-speed data.
200
When is it not necessary to authenticate the customer?
Green shield icon on the authentication tool
200
2 ways for Google Fi users to buy a new phone with Google Fi Trade In Program?
Pay In full & Financing
200
Double the points: 2 instances when Financing is unavailable?
The device isn't eligible for financing and the user has an unpaid balance from previous financing.
200
3 Steps to make an early payment:
- Go to payments.google.com.
- Click Subscriptions & services.
- On the users' active Google Fi service, click Manage
Pay early.
200
Accounts under what state can only return to full-speed data after the payment is processed.
Delinquent
300
What are the 2 categories of cards within Cases Connect. Double the Points: by providing what cards are under those 2 categories!
Read cards: Overview, Case Log, Resolution, Interaction History, Issue Card
Write cards: Case notes card, Email Card, Consult card
300
What is the link to check the devices available for trade-in and current estimates of trade-in values?
300
TRUE or FALSE: New users not on an existing plan who try to finance their purchase are required to pay a $25 down payment at check out unless their devices are eligible for promotions that cover the device cost.
TRUE
300
TRUE or FALSE: The bill is automatically charged to the primary credit or debit card on the user’s account 10 days after their monthly statement becomes available.
TRUE
300
WILD CARD: Pick a member of your Team to answer the question below
If a user has used up all of their alloted data limit, their data speed will be throttled or slowed down to?
256 kbps
400
What is the process of transferring a mobile number to another mobile service carrier called?
PORTING
400
TRUE or FALSE: A stand-alone trade in option is available for non Google Fi customers
Double the Points: Explain what is a stand-alone trade in program and why the statement above is true or false.
FALSE: Stand-alone program is a feature that is currently unavailable on Google Fi
A stand-alone program is when a cx exchange an old device for credit or cash.
400
Who is our partner for performing a soft credit check for Financing?
Experian
400
If the user NEVER activates or chooses to close their Fi account before activation, will they be billed for Google Fi services?
NO
400
All members have their own personal data limits and one member’s data usage can be added or transferred to another member’s data limit.
A memberś data credits is NON TRANSFERABLE.
500
Can we or We cannot: Provide support to a situation where our customer called us with their previous carrier on the other line for porting purposes?
We can provide support.
500
Who is our 3rd party vendor, sending and receiving the Trade In kits?
Hyla
500
What is the general idea for device financing?
To pay for a phone over time instead of in one payment.
500
What are the 4 sections of the billing statement:
Previous Balance, Standard Monthly Charges, Other Charges & Credits, Taxes & Regulatory Fees.
500
If the user wants to restore faster data after consuming their allotted data limit for their current cycle, how much does the customer have to pay for GB of Data?
$10 USD per GB for data