
AOP Tracfone
Authored by eddin Reynoso
Professional Development
1st - 3rd Grade
Used 4+ times

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8 questions
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1.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
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.
2.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
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.
3.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
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.
4.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
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.
5.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
How much time do you have to start with the script Customer doesn’t hang up?
10 seconds.
One minute.
5 seconds.
10 seconds.
6.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
How many points do you lose for doing unnecessary questions/validations?
I don’t lose points for that.
20 points.
10 points.
5 points.
7.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
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
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