1) Ms. Reena will be travelling to Dubai for 4 months. She does not want to pay the rental for this duration and hence requests to cancel her service. What option will you give Ms. Reena to retain? a) Safe Custody b) Plan downgrade c) National Mobile Number Porting (NMNP) d) Buy new connection 2) Rohan has not used his service due to which his services are disconnected. What is the churn type? a) Involuntary b) Voluntary c) Forced d) Wilful 3) Mr. Gopal wants a content download charge appearing on the latest bill to be reversed on the account. What action will you take? a) Pass waiver, if 2nd consent not available b) Pass waiver, if content is downloaded within 24 hours c) Pass waiver, if customer calls within 15 days of bill generation date d) Pass no waiver, as consent is available 4) Where on SWIFT can you view the PUK number on a customer's account? a) Customer Demographic b) 4G SIM (SIM type) c) Data PayGo d) Customer Profile 5) Which of the following scenarios require a security check? a) Mrs. Sheena wants information on the postpaid plans offered by us b) Mrs. Prajakta wants to activate a Value Added Service (VAS) on her account c) Mr. Ali lost his handset and wants to block the outgoing services d) Ms. Sheetal wants to know the nearest store from her residence 6) Leena is a foreign national. She is visiting India for 3 weeks and wants a prepaid connection. What are the requirements for leena to get a new connection? a) Valid Passport b) Valid Visa c) Local Referee Details d) Local Police Station Address 7) Rinky wants to cancel our service due to better offer from another competitor. What is the churn type?Local Police Station Address a) Involuntary b) Voluntary c) Forced d) Wilful 8) Select the information that is available on Network Coverage List on VSearch a) Location / Site Address b) Site Status c) Affected Services d) Landmark 9) Select the involuntary churn reasons from the following scenarios. a) Mahesh's number is disconnected as he did not complete tele-verification b) Kalpesh's number is disconnected as he did not use the service for a specified time c) Janaki wants to disconnect the account as she does not use it much. d) Kishan wants to move to another provider as does not receive quality service at the store. 10) What are the benefits of activating an International Roaming (IR) pack? a) Provides free calls, SMS and data, as per pack selected b) Provides discounted tariff for a specific duration basis customer’s travel c) Activates IR service without a deposit d) Allows IR usage to be paid in installments 11) Suman added a Truly Unlimited prepaid pack with 84 days validity. Suman did not recharge for 10 days post pack validity expiry. What will be the status of service on Suman's account? a) Outgoing calls and SMS is barred b) Outgoing calls is barred c) Outgoing data service is barred d) Incoming calls is barred 12) Customer is relocating from Mumbai to Delhi for work purpose and hence wants to cancel the connection. What option can we give to retain the customer? a) Plan downgrade b) Plan upgrade c) National Mobile Number Porting (NMNP) d) Buy new connection 13) Anu recharged with a Truly Unlimited pack. What are the integrated benefits that Anu will receive with the pack? a) Unlimited calls b) Data quota c) Outgoing and data service validity d) VAS quota 14) What checks do we need to do for a customer who wants to change their bill plan? a) Probe on the type of plan customer is looking for b) Check if number is eligible for new plan c) Raise request for bill plan change d) Ask customer to visit after bill cycle date 15) What is the SMS format that customers can use to cancel a service disconnection request? a) NOSTOP NO to 199 b) STOP CANCEL to 199 c) START CANCEL to 199 d) NOCANCEL to 199 16) Nitin did not recharge the account for more than 4 months. His account is disconnected. Select the reasons for account disconnection. a) No outgoing or incoming Voice, SMS or video usage b) No data usage c) No recharge or pack activation d) No download of online games using Wi-Fi data 17) Ms. Alisha wants to port-in her number to use our postpaid services. Which of the following does Ms. Alisha need to provide? a) Unique Porting Code (UPC) b) Proof Of Identity (POI) c) Proof Of Address (POA) d) Letter from donor operator 18) What check do we need to do for a customer who wants to activate International Roaming (IR) service/pack? a) Check the risk segment b) Check if any other IR pack is active c) Check if IR tie-up is available in the country customer wants to visit d) Check if unbilled amount is paid 19) Customer has to provide a consent to change the plan, if they request it through which of the following touchpoint? a) Call Center b) Store c) Chat d) App 20) Select the voluntary churn reasons from the following scenario. a) Abhay wants to move to another provider as he is offered a better recharge pack. b) Kishan wants to move to another provider as does not receive quality service at the store. c) Janaki wants to disconnect the account as she does not use it much. d) Kunal's number is disconnected due to non-usage of service.

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