Rogers Wireless Assessment 1

Paul (an Auth L2 user) wants to change the name on the account. What information is required to change his name?

(Select one option)

• Birth certificate or drivers licence

• No documentation is needed

• Nothing. Auth L2 users cannot change the name on the account.

• Bring photo ID and go to a Retail store.

Agnes is a wireless only customer and is moving. She would like to change the billing address for her wireless service. How would you make this change for Agnes?

(Select one option)

• In ICM, click on the Address field in the top left of the screen, and update address.

• In Telli, update the address in the Address field on the main page.

• In V21, select Billing Parameters & Mailing Address from the Actions menu. Click Add and enter the new address in the Address window.

• In V21, from the Financial tab double-click on the Address field. From the Billing tab, update the address.

Bill, the account holder, has 4 cell phones on a Share Everything plan, and he states one of his daughters is travelling to India for 3 weeks. He is looking for travelling add-on options. What would be his best bet?

(Select the best option)

• His daughter should pick up a phone and plan when she gets there.

• Explain that his Share Everything plan includes Roam Like Home, and provide details on the service.

• Offer Bill a travel pack for his daughter's phone that includes, talk, text, and data.

• Unlock her phone so she can activate it on a plan in India.

Aisha, who has a new Share Everything plan, is travelling from Canada to Florida. She has been making calls from Florida to Canada, and to local places in Florida. How will she be charged for her calls?

(Select one option)

• $7 per day - Up to a maximum of 15 days per monthly bill.

• Pay per use charges depending on how long each call was.

• $6 per day - Up to a maximum of $60 per monthly bill.

• All calls made to Canada are included in every price plan, and any Florida calls would be considered local calls, since the customer is in Florida.

Bob's mother is calling in to make a payment on his account. She is not listed on the account. Can she make a payment?

(Select one option)

• No. She is no listed on the account; she cannot make a payment.

• Yes, if it's only a one-time payment. She can be provided with the account balance.

• Yes, if it's only a one-time payment. She will need to know the account balance or the amount she would like to pay.

• No. She must make the payment through the IVR as you are unable to take a payment if she's not the account holder.