Google Fi Quiz

Select 3 valid scenarios in which we don't transfer customers to the CSAT survey:

• Don't want to take the survey

• The customer resolved their issue before you found relevant article or steps to troubleshoot

• Customer dialed in by mistake and doesn't need help

• Unresolved cases (after providing final answer)

T/F: Only the group owner can apply for device financing when buying a phone for themselves or other people in the group.

• True

• False

How many people can be in a group?

• 2

• 5

• 7

• 6

What are the approved terms we can use to discuss Device Protection with the customers?

• Insurance Protection

• Device Protection

• Protection Plan

• Extended Warranty

At what GB do customers experience data slowing?

• Flexible plans allow up to 25 GB of full-speed data.

• Unlimited Plus plans allow up to 50 GB of full-speed data.

• Flexible plans allow up to 15 GB of full-speed data.

• Simply Unlimited plans allow up to 35 GB of full-speed data.

What do you do if a customer wants to know more about why they were denied for financing?

• Escalate

• Tell the customer they can call Experian to get details

• Consult to T2

• Check the KB

What is the plan switch that occurs instantly?

• Unlimited Plus to Simply Unlimited

• Unlimited Plus to Flexible

• Simply Unlimited to Unlimited Plus

• Flexible to Simply Unlimited

What information do users need to port into Fi?

• Account number from their current carrier

• Account PIN or passcode

• Billing address

• Credit Card Number

How long, after placing an order, can a customer change their shipping address?

• 2 Hours

• 15 minutes

• 60 minutes

• Once submitted it can't be changed

Under the SPII/PII Work from Home guidelines, what is the correct way to confirm a customer’s email address while taking phone calls?

• Make sure to paraphrase each letter

• Ask the customer to repeat it multiple times

• By saying "Here are the first 4 letters I heard: {first 4 letters}. Is that correct?"