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Across
  1. 3. quality assurance purposes
  2. 7. we have to spell the email _______. We check this even for existing accounts.
  3. 9. refer to for activation issues
  4. 12. We should brand the end of all calls with ______.
  5. 13. There are _____ important things to review with a customer regarding Verizon Forward.
  6. 17. Are you the ______ party on the account?
  7. 19. One of those emails will contain a link to our ________ which is a legally required cancellation policy that allows you 3 days to cancel the order with no obligation
  8. 20. qualify for...
  9. 23. Do you consent to receive Service and Support text message
  10. 24. help and STOP to cancel message. Message frequency varies. Message and data rates may apply
Down
  1. 1. can use this tool to attempt a port after order placement
  2. 2. this call may be ______ and/or recorded
  3. 4. Customer, thank you for placing your 5G order today. I would like to review some important details about your order. I am going to be providing you with some important information, do you have a way to _____ that info? Pen / paper or even the notes app on your phone?
  4. 5. If you change your mind or are unhappy with your purchase, we have a 30-day device return or exchange period. If you have received this information by mistake, please destroy it or return it to Verizon immediately. A _______ fee of $50 (per device) applies to any opened return or exchange
  5. 6. The customer must activate _____ in order to complete the process to get the auto pay discount
  6. 8. York What state gets a different discount amount for Verizon Forward?
  7. 10. Depending on how the customer answers, we have three different prepared responses for ______. Note there is also scripting for this if they do it on view together.
  8. 11. cost. If you participate in certain Federal Assistance programs you
  9. 12. It is a program
  10. 14. And because you and (agent’s name) discussed plans that include a broadband or data element ,FCC _____________ Label are available if you’d like to see them. These labels provide basic plan, price, speed and data information with a link to available discounts and bundles to help customers compare broadband related plans. Would you like to see a copy of the ********?
  11. 15. What internet package comes with whole home wifi?
  12. 16. provides qualifying customers with Verizon Home Internet services at a
  13. 18. Verizon to the provided mobile number? You can reply HELP
  14. 21. refer to for failed credit issues
  15. 22. The router should be near the ____ for the best signal