AOP Tracfone

When are we required to ask for an alternate number otherwise it is an Auto Fail?

• Only when working with unable/unable and data issues.

• When working with upgrades.

• When working with upgrades and reactivations.

• Every time working with technical issues unable to make calls, data, features, etc.

What is the first thing you have to say when doing outbound calls?

• Hi this is (name). This call may be recorded for Quality Assurance purposes. Are you the person I

  was speaking with a while ago?

• Hi this is (name). This call may be recorded for Quality purposes. . Are you the person I

• was speaking with a while ago?

• Hi this is (name). Sorry the call got disconnected, but please be informed the call may be recorded.

When are you required to provide a valid reason to remain in silence?

• Every time the customer is following an instruction

• Every time I am going to be in silence.

• Only when I am going to take more than 15 seconds to be quiet.

• Only when accessing to the account.

The new ESN will be added to the account, at what time of the call do you say it?

• At the middle is fine.

• As long as I tell it during upgrades is fine.

• I have to say it before asking for the customer’s name.

• I have to say it before processing the upgrade.

How much time do you have to start with the script Customer doesn’t hang up?

• 10 seconds.

• One minute.

• 5 seconds.

• 10 seconds.

How many points do you lose for doing unnecessary questions/validations?

• I don’t lose points for that.

• 20 points.

• 10 points.

• 5 points.

What is the only information we can provide without validating the account first?

• Phone number and service end date.

• Service end date, balance and current plan.

• Service end date and last purchase made.

• Phone number, service end date and balance

On what transactions are you required to offer the Auto-Refill program?

• On Activations, Reactivation and Upgrades.

• On Activations, Reactivations, Upgrades and General Questions.

• Only on Redemptions.

• Only on Activations.