Salt Mobile Quiz pt2

Generate an image of a friendly customer service representative at a mobile store, engaging with customers, showcasing Salt Mobile branding, and vibrant colors reflecting a modern telecommunications environment.

Salt Mobile Knowledge Quiz

Test your knowledge of Salt Mobile policies and procedures with this engaging quiz! Answer 20 multiple-choice questions designed to challenge your understanding and help you learn essential information.

Improve your expertise in customer service.
Gain insights into contract management, billing, and technical support.
Engage with interactive content for effective learning.

20 Questions5 MinutesCreated by LearningLizard123

3. We need a copy of an ID if we want to make a user change on Marylin.

Yes, we need to know the age of the user.

No, for a user change, an ID is not needed.

We can’t perform a user change without creating a case first.

4. During the Mobilezone focus period, how much is the cash-back return for contracts made with devices?

CHF 150 for every contract.

CHF 200 for every contract.

CHF 150 except for Samsung’s S10, S10e and S10+, those get you a CHF 200 return.

5. Partner from Mobilezone calls me regarding a B2B customer’s bill. What do I do?

I answer his question; we treat B2B customers the same way as B2C.

I can’t answer his question, I tell him to call B2B’s customer care – 0800 700 600

Customer can call the B2B customer care – 0800 700 600

6. When a customer calls me to activate a new SIM Card. Can I compensate the CHF 49.- charge in every situation?

Yes

No. Only if the card is damaged or La Poste make a retention with device and the customer needs a new one.

No, only if the card is damaged or lost.

7. If I email a service or a partner using the partner support inbox. Do I add a personal signature?

Yes

No, there is generic Partner Support signature. NEVER use your name, it’s not personal e-mail.

8. If partner forgot to print a contract, can I send him a copy?

Yes, it is in the system.

Yes , I can send him an empty one.

No, I have to create a contract-search case.

9. Outside of credit-related questions, in which situations do I need to e-mail [email protected]?

Name change, birthday change, ID change

Name change, birthday change, ID change, Address change

Only ID change.

10. Customer requested a MNP when signing a contract in January but it was never done. Now he’s being charged, why?

You are being charged for your plan since the day you sign it, regardless of MNP.

You start being charged after six months if an MNP isn’t done.

You are charged a penalty fee for failing to make the MNP properly.

11. Which wrap-up is correct?

POS//SPP//Partner asks me to activate Talk Europe//Done. It will be charged until the 9th//Inform that it should be cancelled afterwards//Edona Digital Planet Lausanne

POS//SST//Partner asks me to activate Talk Europe//Done. It will be charged until the 9th//Inform that it should be cancelled afterwards//Edona

POS//SPP//Partner asks me to activate Talk Europe//Done. It will be active 30 days //Edona Digital Planet

12. What do I do if a partner calls me from Interdiscount for SIM-Unlock for an old COOP device?

I tell him to have the partner call customer care. We don’t work with Interdiscount anymore.

Verify if we have the unlock code on Marylin and if we don’t, create a case.

Tell the partner to email [email protected]

13. What do I do if a partner calls me from MOZO or a SPP because of a Credit check making a new activation or a retention?

They can send directly an email to [email protected] waiting for the new guidelines.

I send an email to [email protected] and, when I receive a reply I email the Partner explaining if possible to proceed or not and send an extra one to our Manager Jasmina with the data of the partner.

I send an email to [email protected] and, when I receive a reply I call the Partner explaining if possible to proceed or not and send an extra one to our Manager Jasmina with the data of the partner.

14. If Partner asks to pay a bill for a Customer by Credit Card, is there an extra cost to pay?

No, differently from Front End or Shops ,this service is free

Yes, there is an extra cost of 3.50Chf

Yes, there is an extra cost of 4.95Chf

15. Through which tool, can I send to a Customer with an Android device, the settings for the configuration of Internet surfing and MMS?

CCDashboard

Device help CCare

Invigo

16. If the Customer cannot access his/her MyAccount anymore, can I reset it and with which tool?

No, the Customer has to do it by himself through Salt website.

Yes, through CSR Admin I can manage My Account registrations and, help the Customer to do the reactivation.

No, the Customer has to go to a Salt Shop to fix it.

18. What should I do when the partner informs me that the customer just passed in Salt, does not receive calls from the previous provider?

Nothing, it is impossible.

I have to open a Technical case with levels 3 . 8 . 1

Will be necessary a reset sim from Marilyn to synchronize the calls

19. After how many days the invoice expiration, the collection process, sends the 30Chf penalty to the customer?

15 days

10 days

18 days

20. What is the maximum penalty for an early retention for a customer with a subscription + Device?

Max 1000chf

1000Chf + Device

199Chf + 99.95chf for Administrative extra costs

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