CS KNOWLEDGE GAP QUIZ

If a customer has a sky multi plan and is calling to book a repair what should you do?

• book in the repair

• transfer to sky customer support

• transfer to sky retentions

• not sure

If a plan is showing as cancelled status but the customer changed their mind and wants to reinstate. Within how many days can we do this?

• 30 days

• none

• 60 days

• 10 days

If a customer is calling to renew their plan and it is in lapsed status- how many days do we allow the cm to renew their plan before it is cancelled?

• 30 days

• 60 days

• 10 days

• 2 weeks

Once you have reinstated a plan, if a customer needs a repair how long is it until a customer can claim on the plan?

• The payment to reinstate the plan must be processed before a claim can be made on the plan. payments can take 7-10 working days to be processed.

• immediately

• within 5 wd's

• within 24 hours

Can we reinstate flexible monthly plans?

• depends if it is within 30 days

• yes

• NO - we have to cancel and requote

• not sure

What is the response time for [e-mail]

• 2 days

• 24 hours

• 48 hours

• 3 days

If an appliance is IN WARRANTY and the Manufacture warranty is 5 years can we set up a plan?

• no

• yes

• depends

If an appliance is OOW and it has a 5 year mw can we set up a plan?

• yes

• no

• yes - however you have to trick genio and amend purchase date via iris

• not sure

If a customer has bought an appliance from john Lewis what is the automatic mw?

• 1 year

• 2 years

• 3 years

• 5 years

When reading the appliance care call flow...under the section DD POP. After confirming customer is happy to use existing bank details, which two bits of information MUST you confirm with the customer?

• account number and sortcode

• Name of bank + last 4 digits of account number

• not sure

• none