1) I- How many numbers we can activate for F & F plan in Granton new promotion?

6 [2 Marks]

II- What is the number combination? [4 Marks]

Mob 02
Fix Local other operator 02
Suntel 02 (Local/National)

2) If an A79 customer requests to change his / her package to A81 what would be the process?
1. Request letter with correct signature
2. Balance connection fee need to be settled in order to cancel the installments
3. Admin fee 250/- need to be paid
4. OS need to be Settled
[5 Marks]

3) Mr. Perera bought his suntel connection in 1998, but due to financial difficulties he is
not willing to use his connection further more, he is requesting back the connection fee
paid for his suntel connection.

I- Is it possible? No [1 Marks]
II-If you have to handle this request what are the steps that you can follow? Briefly
explain your answer.
1. Explain the customer about the refund process
2. Propose him/her tariff plan change or prepaid conversion
3. Ask him/her to find someone to do an ownership change
[5 Marks]

4) What is the bonus reload amount which we are giving for the AB65 package customer & how
many days it is effective? 50%, 90 days [5
Marks]

5) Mr. Ranjan is using A79 package & currently his line is in connected mode, he has
paid only 3 installments, & requesting to convert his line in to pre paid, what would be
your answer? Briefly explain the process.
He can do the conversion.
i. Customer has to settle the total bill including the running bill
ii. Need to pay 2300/= as capital fee, 500/= as admin.
iii. Customer needs to visit nearest centre with the phone unit & have to sign a new
contract for a Pre paid conversion.

[5 Marks]

6) Ms Ranjanee is the registered owner of suntel subscriber no. 011- 4892087 & now she
needs to transfer her suntel connection to her Daughter with same benefits (currently she
is in Bronze 1 loyalty scheme),
I- Is this possible? Yes [1 Marks]
II -If possible what are the required documents & explain procedure?
 i. A request letter from Ms. Ranjanee
ii. ID/Dl/PP of her daughter
iii. A copy of birth certificate of the Daughter to proof the relationship
iv. A new contract need to be signed
v. total OS amount including running bill need to be settled
vi. to give the same loyalty approval need to be obtained from the GM/Manger

[4 Marks]
III- Ms. Ranjanee is requesting a written confirmation, with all the details of the process.
--------- [5
Marks]
7) 041-4920916 is in DONP status & the customer has been sent a letter asking to convert his
post –paid connection by paying Rs.1100.00. This # belongs to Mr. Perera & he has no way of
coming to centre in order sign a new contract & his wife inquiries about this.

What are the solutions that we can provide to this customer?

We can do the conversion
Mr. Perera needs to give a letter by mentioning that his wife will sign the contract on
behalf of him. & Mrs. Perera has to give an affidavit by mentioning she will signed for
his husband as per his request & will take the responsibility in case of an issue. Mrs.
Perera can sign the pre paid contract for her husband.
Or

We can do the conversion with an ownership change

Mr. Perera needs to give a letter by requesting for an ownership change & Mrs. Perera
can sign the pre paid contract.

[5 Marks]
8) I- What is the purpose of introducing AB65 package? To minimize the Churn on A79 package
II- How this would benefit for the Company & Customer? State minimum three benefits for
each.

COMPANY
A79 Churn will be reduce
Best solution to protect the Company goodwill
A79 revenue lost will be minimized

Customer
Ezpa will be waived off
Balance o/s will be waived off.
50% bonus will receive for 90days.
[6 Marks]
III- If you have to retain A79 NPMT customer who has paid only 4 installments, what are the
options that you can offer for that customer?

We can offer the AB 65 package to customer

 • If customers’ o/s less than 3k need to pay 1400
• If customers’ o/s between 3k – 5k need to pay 2300
• If customers’ o/s more than 5k need to pay 2800

Or if customer is in the qualified list can offer the 800/= [AB54] or 1100/= [AB58] to
customer

[4 Marks]
9) CRT agents has communicated to Mrs Perera that she can convert her line in to pre paid on
FOC basis due to the line is in the DAAR status, But line is under Mr. Perera, & he is not willing to
visit the center to sign the contract for the conversion, If she needs this conversion, What is your
answer for the customer & mention all the required documents & process.

• We can do the conversion with the ownership change. Mr. Perera needs to give a
letter to transfer the ownership of his suntel line to his wife name. Mrs. Perera can
sign the pre paid contract with the o/ship change.
• Mrs. Perera can sign the pre paid contract with or without an ownership change
by providing an affidavit.

[5 Marks]

10) If you are planning to start a new company with his another 2 business partners &
you need to transfer your personal suntel connection in to that company name &, what is
the procedure? [5 Marks]
What are the required documents? [2 Marks]
• A request letter by requesting the own/ch
• A letter under the company letter head signed by directors by agreeing to take that
line

• A fresh copy of the new business registration / form 48 or 20 / new VAT registration / & a
new contract needs to be signed.

11). Mr. Silva has purchased his Suntel connection in early 2007 by paying Rs. 12000.00
& now he is sending a letter by requesting for a refund the connection fee due to the
distortions of this telephone connection.
I- Is it possible to refund the connection fee? Briefly explain your answer.
If there is a technical issue & if there is no any solution from our side customer can be
refunded
[5 Marks]
II- What are the conditions that a customer can request for a refund. Explain the
processes.
1. Due to suntel technical reason (weak signal/no coverage etc.) & when we do not have
any other solution.
 i. Need a request letter by mentioning the exact issue
ii. Signal survey need to be done by FOC/NOD in order to confirm the refund.
iii. customer can be refunded only upon FOC/NOD confirmation
[6 Marks]

12). What would be the process if an existing BizTalk customer requesting a conversion
to a FWT unit?
1. A request letter with correct signature
2. Step1.Obtaining FWT approval

Location and the customer is verified by the respective Sales Manager and proceeding the mail to
Sajeewani(S&CP) & also indicate whether the customer has continuously reloaded the Rs.
3000 Card.

Step2. Data Entry processing

a.)FWT numbers will release to system by FOC.
b.)Work order issue to FOC

[5 Marks]

13). A prepaid customer who has activated tariff plan 2 on his prepaid account is
complaining that for the 4minutes long outstation call he has generated 4th February 2009
at 7:58PM, we have overcharged him.
I- Calculate the total charges for the above mentioned call. Rs. 16.00 or 20.12
[5 Marks]
II- What would be the reason for customer complaint. How you explain the customer?
1. For tariff plan 2 there is no separate rate on public holidays
2. Tariff charges which is relevant to at the time of call starts will continue till the end of
the call even the call ends at a different time segment (peak/off peak)
[5 Marks]
14). What are the definitions of Below Status;
I- NICT -- Termination on IDD Termination
II-PNCV – Pending due to non coverage
III-PASR –Pending Awaiting Subscriber’s Response
IV-THGN –Terminated Hunting Group Number
V-DFAX –Status for Dummy Fax Nos [5 Marks]

15). Mr. Chaminda using a suntel CDMA telephone to surf the internet & he is using
011- 4522522 as the dialup telephone number.
I- If Mr. Chaminda surf the internet for 3hrs & 30 Mins & if logged in at 4:30PM
calculate the total call charges for the duration. Rs. 950.60/1195.64 or 427.20/538.24
[5 Marks]