Quiz-Oct 1st 2015

1.

1 point

The new extended dunning will move half VIVA customer from being suspended on 29th to being suspended on 5th.

True

False

2.

1 point

Customer is on 25 promo plan 18 months contract. He wants to upgrade to 35 promo plan 18 months contracts. What do you do?

Inform the customer that he can’t upgrade and that there is a termination fees he needs to pay.

Inform the customer that 18 months plan are no longer available and he has to sign up for a new contract.

Inform the customer that he can upgrade and downgrade by paying switching fees and staying on the 18 months contract.

3.

1 point

Customer buying A5 on promo 10 will get which of the below?

Free extra 1GB and 4G LTE during the contract period

1GB and 2 months free 4G access

1 GB and 4G access for contract period

1 GB only

4.

1 point

If customer is suspending his dunning suspended line, what is the process?

Ask customer to come back after 20 min to finish the process

Ask the customer to sign on a manual contract, and come back after 20 min

Ask customer to sign on a manual and that’s it

5.

1 point

Customer came to the shop with a prepaid number that is not working, what do you do first step?

You check it in the test device (if any)

You check the customer phone

Check the suspension/termination reason to see if there is any barring.

6.

1 point

If customer is suspending his dunning suspended line, he paid and signed a manual and you told him to come back after 20 minutes and he doesn’t come back what do you do?

Suspend the line, Generate the contract and keep it with the manual contract

Suspend the line and raise a TT

You do not do anything and keep the line active

7.

1 point

Prepaid customer has a baring on his number and it is written “no clear signature”. What do you do?

You fill a new form and re-register the number

You scan the missing documents in the system

You scan the document by email and send it to your manager

8.

1 point

Customer has a balance of 10 BD in his voice MSISDN. He wants to terminate the line and get the 10 BD back. What do you do?

Raise Termination TT and mention that customer wants the money back

Raise a refund TT and when amount is refunded then raise a termination TT

Raise a termination TT and a refund TT

Raise a termination TT and ask the customer to come after 32 Days to raise a refund TT

9.

1 point

Customer should have at least 1 contact number in his CAN other than the one he is modifying or taking new.

True

False

10.

1 point

Customer can choose which dunning date he wants and we can log a TT accordingly?

True

False