AOL TEC Final Recap (Tudor)

Password reset issue, free account, one of 7 usernames. According to the offer sequence, what should we attempt to pitch?

• Total Advantage Platinum Plus

• Tech Plus Platinum

• An Advantage Plan

• An OBI Plan

Answer explanation

An Advantage Plan is the correct answer because:

1. the account is eligible for one (since it has multiple usernames, it means it's an legacy account)

2. the offer sequence doesn't "force" you to offer $39.99; for example, if you uncover a need for Assist, you should offer AOL Diamond

If the caller has Assist by AOL as a premium subscription, they are eligible for tech support regarding AOL issues as well.

• True

• False

If the member has an ADG subscription on a username, they are tech support eligible for all related usernames.

• True

• True, if the subscription is on the master account.

• False

With Ad-free AOL Mail, members can experience the aol.com website without paid advertisements.

• True

• False

What is the monthly price of AOL Tech Fortress?

• $2.95

• $3.99

• $4.99

• $9.99

I can tell the member if they have a paid plan before I verify the account.

• Yes

• Yes, but only on the master account

• Yes, but only on the username they've provided

• No

If the account is in Low Risk, I can always verify just by having the member confirm one of their comm channels.

• True

• False

• I can always try, but if it doesn't work I can use other options.

Answer explanation

If the customer is calling from the same mobile phone that they have listed on the account, you need to verify with a code.

Which of the following is not an element that we can use for verification with Full Access (Other)

• Name of Account Holder

• Related Accounts

• Name of Billing Contact

• 2 Custom Folders

On High Risk accounts, I cannot use Full Access (Other) Verification

• True

• False

• I can, but only if they confirm the AH name

If I cannot verify a paid account, I cannot help the member with any technical issue and need to deliver the difficult message.

• True

• False