Sales Policy Violations Quiz

How can we authenticate account with authorized user?

• With account PIN or govt. IDs

• With account PIN

• Authorized user can make changes without authenticating the account

• Govt IDs only

During a call, Lisa, an authorized user on a home services account, asks agent Mark to add a mobile line under her mother Sandra's name. Mark proceeds with the request without speaking to Sandra. What policy violation has occurred?

• Failing to offer a bundled service package

• We cannot sell to an auth user on mobility account, consent from primary account holder would be required

• Not explaining the billing cycle to Lisa

• Neglecting to mention loyalty rewards

During a call, Meera wants to sign up for a new service. The agent proceeds by saying, "I'll just run a quick check and get you set up." Without further explanation or consent, they performed a credit check. What type of policy violation has occurred?

• No violation has occurred as credit checks are automatic

• Performed the credit check too quickly

• Professionalism Alert - Running a credit check without taking customer's consent

• Credit check performed without DOB

An agent processed the sale and ended the call with the customer however on the entire call the agent did not verify the account prior to closing the sale with the customer, what type of an alert this would generate?

• Privacy

• No Notes

• Regulatory

• Call Summary

During a call, a customer inquires about their internet speed. The agent says, "Your current plan is too expensive. Let me downgrade you to a lower speed so I can add our new security package instead." What policy violation has occurred?

• Offering additional services

• Discussing plan options

• Unethical sales practice

• Improper price quoting

After the call agent disposed the sale call by selecting "Customer declined for the survey" however on the call the agent did not ask the customer to fill the survey?

• Regulatory

• Professionalism

• Survey Solicitation

• Privacy

During an outbound call, Emma mentions she needs to discuss a plan with her partner. The agent responds, "You need to decide now because installation slots are filling up for the next two weeks." What sales violation has occurred?

• Providing installation information

• Selling on the basis of cancellation/Installation

• Discussing timeline details

• Offering installation options

An agent is discussing a new offer with a customer. The customer asks if they can change their mind if they are not sure about the quality of services. The agent responds with a firm "No," stating that the customer cannot change their mind once they accepted the offer. What is incorrect about the agent's response?

• The agent should have said "Yes" without any conditions

• The agent should have explained the customer about "30 days satisfaction guarantee" to save the sale

• The agent should have transferred the call to a L&R

• The response was correct

What is the maximum hold time on a call and if we exceed it, will it generate a PA?

• 2 Minutes for Professionalism Scoredown and 5 minutes for Professionalism Alert

• Above 5 Minutes for Professionalism Scoredown and Above 10 minutes for Professionalism Alert

• 6 Minutes for Professionalism Scoredown and 12 minutes for Professionalism Alert

• 10 Minutes for Professionalism Scoredown and 15 minutes for Professionalism Alert

Agent named Emily is setting up a new mobile account. Which of the following scenarios would be considered as a proper procedure? Select all that apply.

• Explaining the unified credit check process and obtaining consent before proceeding

• Skipping the credit check if the customer seems trustworthy

• Verifying the identity of the person requesting the account

• A & C