MS4 EXAM ACTUAL QUESTIONS AND ANSWERS
WITH COMPLETE SOLUTIONS VERIFIED
If a customer wishes to order fewer mobile phones/lines of service than the
Internal Liability Check (ILC) has qualified them for:
Tell the customer they have to purchase the maximum devices they are approved
for
Congratulate them on their good credit
There is no need to communicate anything to them regarding a credit check, you
may begin probing about the types of devices they are interested in
Both A and B above
There is no need to communicate anything to them regarding a credit check, you
may begin probing about the types of devices they are interested in
How can we position Spectrum Mobile over Verizon?
We offer the largest, most reliable network along with nationwide Wi-Fi hotspots
Spectrum Mobile allows you to mix and match unlimited and by the Gig lines
Both A and B above
We cannot, since we use Verizon’s network
Both A and B above
Keeping your tone ____________ ensures the customer stays calm and on target.
Positive
Monotone
, Varied
Loud
Positive
___________ the reason for the customer call is important because it helps the
customer understand you are listening.
Correct
Guessing
Correcting
Acknowledging
Ignoring
Acknowledging
How often can you expect to receive a coaching from your supervisor?
Once a week
Twice a week
Once a month
Once every other week
Once a week
Along with single-play saves and mobile PSU sales, which two items are used to
calculate your commission (Select the best TWO answers)?
Tenure
Revenue Retained Yield Rate
Combined PSU Save Yield Rate
Average Handle Time (AHT)
WITH COMPLETE SOLUTIONS VERIFIED
If a customer wishes to order fewer mobile phones/lines of service than the
Internal Liability Check (ILC) has qualified them for:
Tell the customer they have to purchase the maximum devices they are approved
for
Congratulate them on their good credit
There is no need to communicate anything to them regarding a credit check, you
may begin probing about the types of devices they are interested in
Both A and B above
There is no need to communicate anything to them regarding a credit check, you
may begin probing about the types of devices they are interested in
How can we position Spectrum Mobile over Verizon?
We offer the largest, most reliable network along with nationwide Wi-Fi hotspots
Spectrum Mobile allows you to mix and match unlimited and by the Gig lines
Both A and B above
We cannot, since we use Verizon’s network
Both A and B above
Keeping your tone ____________ ensures the customer stays calm and on target.
Positive
Monotone
, Varied
Loud
Positive
___________ the reason for the customer call is important because it helps the
customer understand you are listening.
Correct
Guessing
Correcting
Acknowledging
Ignoring
Acknowledging
How often can you expect to receive a coaching from your supervisor?
Once a week
Twice a week
Once a month
Once every other week
Once a week
Along with single-play saves and mobile PSU sales, which two items are used to
calculate your commission (Select the best TWO answers)?
Tenure
Revenue Retained Yield Rate
Combined PSU Save Yield Rate
Average Handle Time (AHT)
