W2_D2_Knowledge Assessment Upskilling (Recertification)

W2_D2_Knowledge Assessment Upskilling (Recertification)

Professional Development

10 Qs

quiz-placeholder

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W2_D2_Knowledge Assessment Upskilling (Recertification)

W2_D2_Knowledge Assessment Upskilling (Recertification)

Assessment

Quiz

Other

Professional Development

Practice Problem

Easy

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10 questions

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1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

For the Promo code/ OFFER ID: T457, does it require port-in to qualify?

YES

NO

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What TOOL to use for checking Promo Status for rebates

Promotion 360 Dashboard​

Promo Tool

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What TOOL to use for checking Promo Status for Monthly Credits

Promotion 360 Dashboard​

Promo Tool

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which is not an example of Trigger Statement.

States they’ve had repeated contacts without resolution.

States they're dissatisfied with an experience or service.

States to pay the account's balance.

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

In attempting to discover the root cause of dissatisfaction and attempting to SAVE the customer, it means that to.

- Study for any treatable causes of the underlying issues.

- Ask probing questions. Address the customer's reason for cancelling until you fully understand the customer’s dissatisfaction.

- Verify that your understanding of the customer’s root concern is correct.

- Effectively treat the underlying issue with an appropriate response, whether it be a save attempt, educational conversation, or offer.

- Search for any treatable causes of the underlying issues.

- Ask probing questions. Address the customer's reason for cancelling until you fully understand the customer’s dissatisfaction.

- Verify that your understanding of the customer’s root concern is correct.

- Effectively treat the underlying issue with an appropriate response, whether it be a save attempt, educational conversation, or offer.

- Search for any treatable causes of the underlying issues.

- Ask probing questions. Address the customer's reason for cancelling until you fully understand the customer’s dissatisfaction.

- Verify that your understanding of the customer’s root concern is correct.

- Evidently treat the underlying issue with an appropriate response, whether it be a save attempt, educational conversation, or offer.

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

In attempting to resolve the customer issues or concern, this is what HEAR-ing means.

Hear, Empathize, Appreciate, Reflect

Hear, Empathize, Act, Reflect

Hear, Empathize, Appreciate, Reflection

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which among the sample retention is an example of Reactive Customer Retention ?

"I can see here that you have a past due of (amount), we can look for options available for you about this so we can ensure you'll have your service up and running." 

"If you want to know more about us, you can check our website at www.t-mobile.com, or you can call us anytime and we'll be happy to answer your questions." 

"I can definitely process your request Ms. Customer, but how about we check your account first to see what happened and look for options that we can do to lower down your bill? Does that sound good?"

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