Home Internet Quiz (Week 1)

1.

1 point

Member: "I really want to get your internet service but I'd like to speak to my wife first."

What's the best response?

"I totally understand. What do you think they would think about this? With the advantages I have listed don’t you think this would be a great surprise for your spouse. You could start benefiting from this amazing service now."

"You don't really need to speak to your wife first. I will process your order now and if ever your wife decides not to continue anymore, just call us back to cancel the order, ok?"

"Sure! Just call us back when you're ready to get one."

"If you order today, I will credit $100 on your Postpaid bill. How does that sound?"

3.

1 point

What are the two most important information that you need to enter in the Web Order Form to verify if the member is fully eligible to get Home Internet?

Address and BAN

Address only

Address and e-mail address

Address and mobile phone number

4.

1 point

Agent: "Hi, this is Eric, how can I help you today?"
Member: "Hi Eric, I'd like to add a Travel Pass."
Agent: "I can definitely help you add a Travel Pass today! Let me pull up your account so I can process your request. May I have your name and 4 digit PIN?"
Member: Sure. It's John Doe. My PIN is 1234.
Agents: (pulls up SmartSolve and checks the Offers button; finds out that member is eligible to get Home Internet)

What's the best response to capture the member's interest about Home Internet?

"John, congratulations! You're eligible to get Home Internet by Virgin Mobile! Let's go ahead and secure an installation date for you so you can start enjoying our super speedy internet service!"

"Thank you, John! Before I add your Travel Pass, I would like to discuss to you our newest product - Home Internet by Virgin Mobile! We have two plan options - 300GB and Unlimited!"

"Thank you, John! It's my pleasure to help you with adding the Travel Pass! Remind me later, I have a good news I'd like to discuss with you. I'm sure you'll love it!"

5.

1 point

Member: "How will my first bill look like if I get your Home Internet service?"

"Your next bill is $65 only."

"There's no charge. We just want you to try it! I'm sure you will love the service."

"On your first bill, you will see two charges - the advance charge for the next month, as well as the prorated amount for the first month of service."

6.

1 point

Why should a member get or switch to Home Internet by Virgin Mobile? Select all correct answers.

Our modem Steve uses the latest AC Wi-Fi technology for super speedy internet connection!

Our modem Steve has lifetime warranty!

Members can see percentage of internet used by each device to gauge who's used the most!

Members can restrict internet access at specific times of day!

We don't charge any installation, modem or activation fees!

We use fiber optics which is better than cable!

We do not charge any overage! Sweet. :)

7.

1 point

When offering Home Internet, it is very important that we personalize the benefits to the member. To do this we have to get to know the member. How do we do this? Select all appropriate answers.

No need. Just tell the member they're eligible. If they decline, then move on to the next call.

Build rapport. Do small talks to get to know the member better.

Ask them if they have internet at home, how do they use it etc.

Review the member's profile in SingleView

8.

1 point

How much will it cost the member the suspend their Home Internet account?

Hint: Go to LP1107 in One Source for the answer.

$15 a month.

None.

$20 a month.

9.

1 point

Member wants to install Home Internet on a date that is not available in the Web Order Form, what should you do?

Hint: Go to LP1107 in One Source. The answer is under FAQs.

Pick the closest date and in the Special Instructions field note the date the Member is looking for. The order desk will call the Member to co-ordinate for that date if available.

Advise the member to call back on a later date.

Call the member back once the date becomes available.

10.

1 point

Who do we contact if member has questions about their Home Internet orders?

NCS

ERT

Bell Tech

Assisted Install

11.

1 point

Member wants to know how he can set up Steve's Home Internet access. Where at virginmobile.ca can you find the interactive guide to walk them through?

Go to virginmobile.ca > Internet

Transfer to Tech Specialty.

Transfer to Bell Tech.

Go to virginmobile.ca > Support > Home Internet