WorksheetsFT Assessment
Total questions: 20
Worksheet time: 10mins
If the customer cancels a subscription on the first month after a trial because he finds the Premium Monthly rate too expensive, what will be the appropriate cancellation reason?
Price
Trial Cooling Off
Competitor
Not Using Enough
The customer has been charged four GBP 48.00 after his initial trial. He called asking to cancel and get a refund. After discussing this with the customer, it has been agreed that we will be refunding the last 2 charges of GBP 48.00. What will be the Cancellation Sub Type?
End of Term (no refund)
Immediate (no refund)
Immediate (full refund)
Immediate (partial refund)
All cancellations needs to be processed via Salesforce.
True
False
All are available on the customer's Account Settings except for:
Payment Method Used
Receipts
Outstanding Invoices
Refunds processed via Salesforce
The customer has a Premium subscription which renews every 5th of the month. October 25th, he called to change the subscription to Standard monthly effective end of term. When is the next renewal date?
September 25th
November 5th
November 25th
September 5th
A customer called in to cancel a subscription since the employee who uses the subscription has left the company. What is the appropriate Offer Provided?
Retain - Price/Discount
Retain - Features and Benefits
Marketing Preferences - no offer possible
No Retention offer provided/possible
We exclude VAT on our digital subscriptions.
True
False
After how many payment retries does a customer subscription get suspended?
1st
2nd
3rd
12th
If the customer decides to change the subscription from Premium Monthly to Standard Annual, this is considered as:
Downgrade
Upgrade
Sidegrade
Acquisition
The following are the Direct Debit guarantees except for:
If at any time money is debited from your account incorrectly the banks and building societies guarantee to refund it.
No changes to the date, frequency or amount debited can be made without notifying you normally at least 3 working days in advance of your account being debited.
You have the right to cancel any Direct Debit at any time by simply contacting your bank or building society.
Your subscription is subject to automatic renewal unless you cancel before the next renewal date.
Up to how many sessions can a customer access FT content within an 8-hour period?
6
7
8
9
If the customer's licence is on hold due to a payment failure, what will be the status of the account?
Active
Suspended
Revoked
Cancelled
Which of the following can be updated via Account Settings on the FT.com website?
Card Details
PayPal Email
Direct Debit Information
Google Account
When processing an anonymisation which is the most important thing that you have to tell the customer when processing a Change of Country or Currency request?
The current Subscription will be cancelled with refund (if applicable and if customer wishes to process the change as soon as possible).
All email alerts/briefings, portfolio, & saved articles in this account will be deleted.
Once the account has been deleted in our end, you can assist the customer in setting up the new account using the same email address and new billing country or currency or you can let the customer know via email if it took time for you to delete the account especially if there is a refund involved.
If customer chooses end of term cancellation, you can provide the case number to the customer so he/she can give it to the next CSE once account is cancelled in the future.
The following subscribers can access ePaper except for:
ePaper only
Premium FT.com
Bundled
Weekend delivery
What are the 3 things you need to ask before assisting a customer in setting up a Student Subscription?
Name of University, Course, Year of Completion
Name of University, Part Time or Full Time, Year of Completion
Name of University, Course, Email Address
Name of University, Email Address, Part Time or Full Time
When do we use Not Using Enough as the cancellation reason?
Customer wanted a trial only
Regular Business Traveler
Customer had a trial, has rolled onto a full sub, and wants to cancel within the cooling off period. (A period of time after a trial starts, during which the customer can cancel the subscription without incurring any penalty)
No longer a Student
Which of the following statements is correct?
We only accept credit cards but not debit cards.
Manual Push for payment can be done for Direct Debit users.
We can submit a partial refund for Paypal via Salesforce but has to be completed by a Team Leader via Zoura.
We can electronically refund more than 2 months.
Do we proactively offer a refund for a cancellation request?
Yes
No
Depends if the customer is nice
Maybe
A Standard Subscription allows up to how many gift articles each month?
10
15
20
25
