Notes

1. How much would a customer have to pay if they call to set up Bridge Payment for a $50 Smart plan three days after being suspended?
a. This customer will need to pay $20; where $15 are equivalent to the plan itself plus $5 of the BP activation fee

1. How much would a customer have to pay if they call to set up Bridge Payment for a $50 Smart plan three days after being suspended?
a. This customer will need to pay $20; where $15 are equivalent to the plan itself plus $5 of the BP activation fee

b. This customer will need to pay $25; where $15 are equivalent to the plan itself plus $5 of the BP activation enrollment fee and $5 for a late fee.

c. This customer will need to pay $25; where $15 are equivalent to the plan itself plus $5 of the BP activation enrollment fee and $5 for the Rep assisted fee.

d. This customer will need to pay $20; where $15 are equivalent to the plan itself plus $5 of the BP activation enrollment fee, $5 for a late fee and $5 for the Rep assisted fee.


2. Starting 05/31/2015 there is a new process for customers to enroll and accept the terms and conditions for Autopay. Select the new rules that apply for this new update:
f. Customers will be able to set up more than 1 card for Autopay.

3. BYOD devices from these carriers do not need to be unlocked at the time of activation in Crickets network:
e. Only Cricket devices and AT&T devices will work even if the devices are locked.

4. What steps should you take if a customer was canceled in error? (Select all that apply): esas son
a. Attempt to reactivate the customer immediately.
c. If the customer was canceled overnight, a reactivation fee and a monthly service fee will be due. Chat with Support to request a CREDIT.
d. If you are unable to reactivate the customer, Chat with Support to submit a Case for Unhotline.

5. These ARE benefits of choosing Cricket::
a. Great selection of phones and prices-You can even BYOD!
b. Nationwide 4G LTE
d. Unlimited Talk Text & Data
e. Referral Rewards
f. Rebates

g. International calling, texting, roaming
i. Cricket Protect


6. What are the services/features that a customer can use while they are on Bridge Payment?
a. Use normal account features (throttling rules still apply)

b. Pay their bill

c. Use any bolt on features

d. Change account password (Online Account)

e. Turn on or off PIN security (Online Account)


7. Any time that a customer is calling to Make a Payment (Excluding customers who were unable to complete the payment by themselves due to IVR issues) we should not select the Payment Tab through ASAP. We need to go through CRMs Launch Pad to take the payment:
a. True

8. If a customer calls in to set up Bridge Payment five days before the Cricket Pay By Date, when would the first day for Bridge Payment start:
d. Bridge payment would start in the Cricket Pay By Date regardless of the day they set it up and will last seven days starting since that day.


9. How different was BP (Bridge Payment) from the Legacy Cricket? Select the rules that apply
a. CDMA Bridgepay customers do not have an activation enrollment fee.
c. CDMA Bridgepay customers have to pay $17 charge per line of service independently of what plan they have.
d. CDMA Bridgepay customers can set it up via SMS.
f. CDMA Bridgepay customers do not need to pay the full bill amount when they miss the Bridge Payment second payment.
10. What is the process to follow (Troubleshooting process if applicable) when a customer states that a third party caller is not able to see his/her name in the Caller ID, and this third party caller is calling from a land line?
e. Submit a Support Case.