AS Day 7 Warmup

AS Day 7 Warmup

Professional Development

15 Qs

quiz-placeholder

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AS Day 7 Warmup

AS Day 7 Warmup

Assessment

Quiz

Professional Development

Professional Development

Easy

Created by

Archita Gupta

Used 1+ times

FREE Resource

15 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Customer is calling in stating that they were supposed to receive a gift card to buyout their previous security system but they never received it. How can you help?

Create a case and queue to SLAMS

Create a case and queue to AR

Call the gift card fulfillment department

Advise them to call their previous security company

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

True or False: Opportunities can update names/billing information/phone numbers/emails and other customer information

True

False

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Customer would like to add an outdoor camera pro on their existing citizens LOC (line of credit). If they were installed 25 days ago, and they have $1500 available, can we add the camera?

Yes, create a case for opportuntiies

No, customers can only add to their LOC after 14 days

No, the customer will have to pay up front for the camera

Yes, transfer to customer loyalty

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Customer claims their RMR should be $39.99 but they have been getting charged $49.99 every month. There are no late fees and you see a note saying that the customers RMR should be $39.99. How can you help?

Inform the customer we cannot change their RMR

Since it is notated, create a case and queue it to opportunities

Ask your supervisor to update the RMR

Transfer to customer loyalty to update the RMR

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How can you contact the SLAMS department? (gift card fulfillment, competitive response)

Only supervisors can contact SLAMS

Call the number for SLAMS on knowledge

Create a case and queue it to SLAMS

Send an email to SLAMS

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Why would a customer receive a gift card from us?

To pay off their security system with a different company when they switch to Vivint

To give out to family members and friends so they can become a Vivint customer

Gift cards are given to customers so they can purchase Vivint equipment

To pay off their Vivint system

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Customer was charged up front for equipment when it was supposed to be financed. How can you help?

Inform the customer they will have to pay up front at this point

Call collections so they can refund the customer

Create a case and queue opportunities so they can refund the customer

Create a case and send it to your supervisor for a refund

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