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Free Exam: Explanation

Number of Questions in Test: 5

Note: Answers are not shown below but will be copied with this test.

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Question 1

Mr. Jones is currently on the old DSL High Speed Product and has the laptop fusion contract until November 2010. He wants to get a cheaper internet package and he is just using a maximum of 18GB every month. Customer is looking at the Website and interested in getting the Performance plan. In order to help the customer, what should the agent do?

Type: Free text
Points: 2

Question 2

Customer is calling in because he can't access the internet. Upon checking Simple, agent found out that account was cancelled due to non-payment. Customer is saying he never received his bills that is why he was unable to pay. Customer already made a one time payment to zero out the balance. What should the agent do?

Type: Free text
Points: 2

Question 3

Customer has a balance outstanding on his account of $489.00 and has been cancelled due to non payment. Customer said that they have already paid $400 and would like for the service to be reactivated now. What should a frontline agent do to help the customer?

Type: Free text
Points: 2

Question 4

Customer has DSL High Speed Product and is currently tied to a three year fusion contract. Customer is going to Florida and would like to put his account on seasonal suspension for three months. He does not have any balance owing and his PACC is not expiring soon. Can we suspend customer's account?

Type: Free text
Points: 2

Question 5

Rhaine Decarte signed up for internet service with three months free promotion. On her second month, she called in to have her internet service suspended because she is going to Alberta for a month. What information should the agent tell Ms. Decarte?

Type: Free text
Points: 2

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