Refresher Quiz Part 2

Froggy Jumps

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About this activity

This is a refresher before the Final Assessment.

Created by

Siyabonga Moloi

South Africa

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Froggy Jumps Refresher Quiz Part 2Online version This is a refresher before the Final Assessment. by Siyabonga Moloi 1 The customer travelled between Spain and Portugal on the same day (NZST). Will they be charged multiple times for roaming?  a Yes b No c 2 When a customer makes a ‘cash’ payment (this includes Internet Banking, POLi, and cash (post-office) and if we need to reverse this, which process will you follow? a Submit a Bank Account Refund b Submit a Credit Card Refund c 3 The Shared Data beneficiary will use all of their own data first, and then they will connect to and start using the Data Sharer’s NZ data. a True b False c 4 Interest-Free handset installments do not count towards the customer’s monthly Spend Control Limit. a False b True c 5 Max speed data Add-on is valid until the customer's next billing date and any unused max speed data will not carry over.  a True b False c 6 What are some of the reasons a customer’s Port In request might fail? a Customer did not save the contacts from old SIM b MSISDN not active with Losing Service Provider c None of the above 7 What steps will you take if the customer reports unauthorized port out? a Authenticate the customer b Raise an IR with the query type Porting and send email to the Voice Delivery Team & escalations c All of the above 8 *an a customer have both a SuperGold discount and a Loyalty discount on their Pay Monthly account at the same time? a Yes b No c 9 The customer is asking us to remove the CCA/DDA. You have checked the Order under Provisioning and Assurance widget and the Customer Communication widget and see that the CCA/DDA was part of the customer's order. Can you remove this for the customer? a No b Yes c 10 Under what scenarios you should NOT apply for a credit? a Make sure you’ve taken all steps to ensure the issue doesn’t recur, before applying for the credit b Ensure you are doing due diligence each time you raise credit by following all guidelines. c Apply for credit just because a customer has asked for one or to get out of a hard conversation

Froggy Jumps

Refresher Quiz Part 2Online version

This is a refresher before the Final Assessment.

by Siyabonga Moloi

The customer travelled between Spain and Portugal on the same day (NZST). Will they be charged multiple times for roaming? 

Yes

When a customer makes a ‘cash’ payment (this includes Internet Banking, POLi, and cash (post-office) and if we need to reverse this, which process will you follow?

Submit a Bank Account Refund

Submit a Credit Card Refund

The Shared Data beneficiary will use all of their own data first, and then they will connect to and start using the Data Sharer’s NZ data.

True

False

Interest-Free handset installments do not count towards the customer’s monthly Spend Control Limit.

False

True

Max speed data Add-on is valid until the customer's next billing date and any unused max speed data will not carry over. 

True

False

What are some of the reasons a customer’s Port In request might fail?

Customer did not save the contacts from old SIM

MSISDN not active with Losing Service Provider

None of the above

What steps will you take if the customer reports unauthorized port out?

Authenticate the customer

Raise an IR with the query type Porting and send email to the Voice Delivery Team & escalations

All of the above

*an a customer have both a SuperGold discount and a Loyalty discount on their Pay Monthly account at the same time?

Yes

The customer is asking us to remove the CCA/DDA. You have checked the Order under Provisioning and Assurance widget and the Customer Communication widget and see that the CCA/DDA was part of the customer's order. Can you remove this for the customer?

Yes

Under what scenarios you should NOT apply for a credit?

Make sure you’ve taken all steps to ensure the issue doesn’t recur, before applying for the credit

Ensure you are doing due diligence each time you raise credit by following all guidelines.

Apply for credit just because a customer has asked for one or to get out of a hard conversation

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

Refresher Quiz Part 2

Froggy Jumps

About this activity

Created by

Download the paper version to play

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Refresher Quiz Part 2Online version

by Siyabonga Moloi

The customer travelled between Spain and Portugal on the same day (NZST). Will they be charged multiple times for roaming?

When a customer makes a ‘cash’ payment (this includes Internet Banking, POLi, and cash (post-office) and if we need to reverse this, which process will you follow?

The Shared Data beneficiary will use all of their own data first, and then they will connect to and start using the Data Sharer’s NZ data.

Interest-Free handset installments do not count towards the customer’s monthly Spend Control Limit.

Max speed data Add-on is valid until the customer's next billing date and any unused max speed data will not carry over.

What are some of the reasons a customer’s Port In request might fail?

What steps will you take if the customer reports unauthorized port out?

*an a customer have both a SuperGold discount and a Loyalty discount on their Pay Monthly account at the same time?

The customer is asking us to remove the CCA/DDA. You have checked the Order under Provisioning and Assurance widget and the Customer Communication widget and see that the CCA/DDA was part of the customer's order. Can you remove this for the customer?

Under what scenarios you should NOT apply for a credit?

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