AB WOW New Hire Training

True or false: a family discount is offered on both TELUS & Koodo?

• True

• False

When does the Bring It Back top up amount need to be paid back?

• After 6 months

• Only if the customer don't bring their phone back

• Never

• Only if the customer cancels or upgrades early

Which of these are a Koodo perk? Select all that apply.

• Premium voicemail

• Unlimited long distance calling to 27 countries

• Rollover Data

• International SMS

What is a feature of DCC? Select all that apply.

• An Otterbox phone case

• Loaner phones while yours is repaired

• Lost & stolen coverage

• Unlimited photo storage

Do SCT codes apply to all transactions?

• Yes, but only one per account

• No, it's best to check the Plans & Promos page to see if it's eligible

• Yes, that's why we love them!

• No, they only apply to renewals

Why is it so important to report an issue if you come across one?

• It's a direct flag to the systems team

• If the same issue is reported multiple times, it advances in the queue to be corrected

• It's the quickest way to ensure the systems team knows exactly what the problem is

• All of the above

Where do you check if you can offer a customer EPP?

• The EVS system

• With your DSM

• The plans and promos page

• It will automatically generate on the system

How often does a customer need to use their phone for work in order to be eligible for an SMB plan?

• 100%

• 25% - 30%

• 75%

• 40% - 50%

Where do you go to find Small Business plans on the system?

• YMCA

• Teams Chat

• BNN

• CIBC

What is the pathway to resolution?

• Call my DSM, if they can't help they will escalate

• Store tools, Channel Care, DSM, then escalation if necessary

• Plans & Promos pages, DSM, Teams Chat

• Teams Chat, Channel Care, Plans & Promos, Escalation