RETENTION

Wich of the next ones could be considered as a Trigger Statement for cancellation? Select all those apply.

• -Asking for their Account Number

• -Pays full EIP balance off early

• -Ask when their service began

• -Request a Mobile Device Unlock

If a customer states that he want to cancel a line because he doesn't need it anymore wich of the next statements you can use as part of your Visual Audit? Select all those apply

• -Reasons for recent calls into care

• -Past due amount or Delinquent status

• -Cost of the line being cancelled

• -Device or add a line promotions

If a customer states that he want to cancel a line because he doesn't need it anymore wich of the next statements you can use as Long TermSolutions? Select all those apply

• Netflix on Us

• Postpaid to Pay-in-Advance conversion

• Seasonal Suspend

• Change of Responsibility/BAN to BAN

Is a customer states that he want to cancel one of his lines because want to reduce the MRC, wich of the next statements could you use as Long TermSolution to avoid the cancellation? Select all those apply

• Voice & Text Only Plan

• AutoPay Discounts

• Postpaid to Pay-in-Advance conversion

• Advise of EIP end date (if almost paid off) and upcoming bill reduction

True or False

Offering a port-out proactivately could be took as a Cancellation Avoidance scenario?

• True

• False

• Maybe

Wich of the next Items you must to use as a Last Resort Long TermSolution to handle a cancellation request?

• -Offer a Credit or Adjusment with RETEN code

• -Postpaid to Pay-in-Advance conversion

• -Featured Rate Plan change

Wich procedure you must to follow if a customer calls requesting a cancellation of the line/account for Deceased (Fallecido) BRP? Select the correct one.

• -Engage with Coach/Leadership or Sr. Expert

• -Follow normal Cancellation Procedure

• -Engage the Customer Resolution Team

• All procedures above are correct

YES OR NOT

If costumer request a cancellation for not coverage in the areas he need the most and coverage devices and troubleshooting do not resolve the issue, could you offered him proativately a port-out procedure?

• YES

• NO

True or False

Can you offer proactivately a featured rate plans as a Retention Procedure?

• TRUE

• FALSE

Select all apply

First attempt to resolve the customer’s issues or concern

• Empathize

• Appreciate

• Listen

• Reflect