159_recap#1

Need DM’s approval for ____ or ____+ lines during HUP.

• 2

• 3

• 4

• 5

For Ontario residents, What’s the proper photo ID during NAC?

• Ontario Health Card (OHIP) + Master Card

• Nova Scotia Driver License + Vanilla Prepaid Visa

• Ontario Driver License + Visa Card

• University of Toronto Official Student Card + Social Insurance Card (S.I.N)

During this COVID-19 season, how many times do you need to complete your quiz in Axonify?

• 5 times per week (Mon-Fri)

• 7 times per week (including weekends)

• 6 days per week (Sunday is break for everyone)

• No minimum as long as you don’t get caught

A member was attempting to cut/loose the security cable for one of the store demo device. What is first thing you should do?

• You don’t want to get into this mess. Pretend you didn’t see

• Engage the member and show him/her the legendary customer service

• Take a picture immediately and threat him/her that you have his/her face

• Tell the member that you will chase him/her until he/she gives up on the demo

Select all that apply. You are about to complete the paper works for your member’s warranty claim for his/her device. Who takes original and who takes the photo copied ones?

• Photo copied - For your member

• Photo copied - For service centre

• Photo copied - For The store

• Original - For service centre

• Original - For the store

Select all that apply. When you are creating invoice order in RQ, you need to put comments. What do you need to put in the comments?

• Any special promo SOC or description

• Costco Shop Card serial number

• Member’s D.O.B and home address

• Any situation that may need to follow-up in the future

• When member declines extended warranty then mention IMEI and get signature

Select all that apply. Choose all correct procedure in Exchange/DOA.

• Accessory: Member has right to refund and get money back within 120 days

• iShieldz Screen Protector: Member lost his/her screen protector. He/She is executive member and always come to us to purchase. As an exception we provide warranty claim

• Accessory: Brand new condition. Never been opened. Proceed refund and put it back to sellable

• Device DOA: A member claims that camera is not working. You see there is line up and it’s your follow-up members who wants to purchase the devices. You can tell him/her to come back next time when we are not busy.

• Device DOA: You must proceed the basic troubleshooting such as power cycle reboot, SIM swap, or factory reset if necessary.

Your member is on the network for 15 years and he/she wants to AAL. Network activation portal is asking for security deposit of $200 per line. What is the right step?

• You do not want to have any bad customer service so call your network loyalty retention department and tell them to waive the $200 security deposit

• Your member wants to speak to the network customer service. Your member received a permission to proceed without taking any security deposit. As long as you have the record and memo in the account you are good to go

• Your member said he/she is not comfortable to put his/her credit information in the activation portal so he/she request to put the security deposit through the call centre. As long as member is happy that’s fine

• You need to explain why there is such security deposit in his/her account during NAC/AAL and how it works

Why do we need to check the RQ profile every single transaction BEFORE we NAC/HUP?

• To see if your member has any Loss Prevention concerns

• To see if your member has extra loyalty credit

• To verify your member’s address and phone number in RQ profile

• To see check if member is qualified for 3-month free MSF

• To see if your member is qualified for extra Costco Shop Card during NAC/HUP

Select all that apply. During RQ invoice...

• You must select the right SOC and rate plan when you are processing the integration system

• You should NOT change your quantity Except Costco Shop Card

• Put any comments that’s necessary in the invoice

• You must put the reason for manual invoice if your automatic integration is not working

• As long as the price is correct then SKU can be different if we don’t have the product in stock