CPNI Marketing Requirements Assessment

Multiple Choice

What does CPNI stand for?

• Customer Proprietary Network Information

• Cool People Never Interlope

• Can't Pass Near Intersections

• Colorado, Pennsylvania, Nevada, Iowa

Multiple Choice

Why is CPNI important to TDS?

• CPNI is important to TDS to protect customer privacy and comply with regulations.
• CPNI is important to TDS to track customer behavior
• CPNI is important to TDS to increase profits
• CPNI is important to TDS for marketing purposes

Multiple Select

Which of the following is considered CPNI

• Customer Name

• Products and Services Subscribed to

• Demographic data

• Payment History

Multiple Choice

What phrase is approved for asking permission to use CPNI?

• "Hey, mind if I offer you television service?"

• "So, what are you doing for TV service?"

• “During this call only, may I have your permission to view your products to recommend the best service?”

• "Seriously, why don't you have TDSTV+ yet?"

Multiple Choice

How should you document a customer's response to a CPNI request?

• • Add a note/comment to the customer's account indicating that the CPNI Marketing Script was read and whether they approved or not.

• Record the representative's favorite color
• Do not record the customer's authorization or denial
• Note only the date of the request

Multiple Choice

What should you do if a customer does not give permission to use their CPNI?

• Use the CPNI without permission
• Thank them for the call and cold transfer to a Senior.

• Share the CPNI with other customers
• Do not use their CPNI data for marketing purposes and proceed with offering services based on non-CPNI data or existing services.

Multiple Choice

What is the consequence of selling products based on CPNI without customer approval?

• Increases customer loyalty and trust
• Leads to higher sales revenue
• Improves brand reputation
• Violates customer privacy and can lead to legal consequences for TDS.

Multiple Choice

In a scenario where a customer says, "Yes, you have my permission," what should you do next?

• Acknowledge the permission granted and remind the customer that you will be accessing and reviewing their records to recommend the best services for them.

• Inform the customer that their permission is not needed
• Ignore the customer's permission
• Ask for permission again

Multiple Choice

How often must customer approval be obtained for 'one-time use' of CPNI?

• Only when requested by the customer
• Every six months
• Once a month
• Approval must be obtained for each customer interaction, regardless of frequency, and is valid only for the duration of that contact.

Multiple Choice

Is silence from the customer considered as giving permission to use CPNI?

• Yes
• I don't know
• Maybe
• No