C2 Drill Retention

What are examples of  trigger statements a customer might say, who is considering canceling service?

• Asks or states when their service began
• Requests balances on device installment plans
• States that they're dissatisfied with their coverage
• All of the above

What cancellation code would you use for a customer who is canceling due to better competitor rate plans?

• CCPR
• CPPR
• CPRC
• CPRP

How long is an account eligible to be resumed from cancellation without signing up for new service?

• Canceled more than 60 days −must sign up for new service.

• Canceled more than 40 days −must sign up for new service.

• Canceled more than 90 days−must sign up for new service.

• Canceled more than 120 days −must sign up for new service.

What screens would you review in your visual audit to learn more about the customer's reason for canceling?

• Reviewing account memos will help you determine whether the customer has mentioned their concern before and the steps we have taken to try to resolve the issue.
• Reviewing the account memos, adjustment history, and collection history.

What features or benefits of T-Mobile that you’d mention to a customer who says they are considering switching to a different carrier?

• Unlimited plans and data
• No overage fees
• Unbeatable devices—the latest smartphones at great prices
• all of the above 

What are two ways to respond to a cancellation request due to Lost or broken devices?

• Offer appropriate replacement options, using policies.
• Offer signal Booster 

In what scenarios are customers able to resume an account once it has been canceled?

• Accounts canceled for non-payment (including First Payment Default) is brought current
• Number ported out, porting back to T-Mobile (winback)
• Accounts canceled using code not found in policy
• all of the above

What Cancellation code should we use if Customer cannot connect to MI despite having an available signal.

• MBBC
• MSSB
• MBCC
• MSBC

What Cancellation code should we use if Customer has experienced slowed speed due to high data usage and needs a higher data bucket either temporarily orconsistently.

• MNDB
• MBND
• MBBN
• MNBD

A customer wants a discounted or free device. You want to look at current offers for a potential solution to this customer’s request. Where in C2 do you find active promotions?

• C2 > Offers > Accessory & Device Offers

• C2 > Device

• C2 > Device >In Store