WorksheetsGoogle Fi Quiz
Total questions: 21
Worksheet time: 8mins
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?"
What does an 8C error indicate?
Password/PIN required or incorrect
Error adding a new member to the group
1. The account state is "CLOSED" or "UNKNOWN_STATUS."
How are internatonal calls charged from the US to India in unlimited plus?
0.20 US dollar
Customers can't call India
Free
1 US dollar
Who's that pokemon?
Cubone
vulpix
charmander
ditto
What is included in the Pixel Pass?
The lastest pixel phone with option to upgrade in 2 years
$15 discount on billing plan
Device protection
Google one 200 GB
How long can it take for the final billing and refunds to complete?
60 days
30 days
120 days
90 days
What is the name of the Flexible Plan feature that does not allow you to be charged past a certain limit?
Device Protection
Data Protection
Bill Protection
Limit Protection
Who's that pokemon?
ditto
vulpix
charmander
ditto
In a given year, what's the maximun amount of days an account can be paused?
180 days
190 days
90 days
200 days
How do you unlock a phone that was purchased from Google Fi
It can't be unlocked
Phone that have been purchased from the Google Fi website are already unlocked
-Make sure your physical SIM is inserted.
-Delete and reinstall the Google Fi iOS app.
-Sign in to the app with your Google Fi account.
What information is needed to subscribe to Pixel Pass?
To verify your eligibility for Pixel Pass, we'll need to run a credit check.
Credit Card number
To run the credit check, we'll ask you to validate your name, address, and Social Security number during checkout. The credit check takes just a few seconds.
Account Number
Where can a user find the IMEI of their Pixel phone?
Phone's box.
Dial *123#
Your phone's Settings app.
Your phone's SIM card tray.
