POP Quiz Device

What is included with Protection<360> for BYOD customers?

• Insurance, Screen Protector Coverage, McAfee Mobile Security Services, and Tech PhD App

• Apple Care services

• Netflix On Us

• Apple Care services

Matilda wants to get a new phone. She loves her LG but she wants to be able to use this FaceTime app her grandkids keep talking about. What device would you recommend to Matilda?

• A Samsung Galaxy device

• An iPhone or iPad

• A Windows Lumia Series device

• Instruct her to download What's App because it is basically the same thing

Juanita reaches out because she doesn't understand why she has a big charge on her bill this month now that her 18-month JOD lease is up. She is confused about why she is seeing a charge because she thought she was finally done paying for it. Which of the following is an acceptable resolution for Juanita?

• "I'm glad you reached out today so we can figure out what's going on with that charge. I am seeing that you just finished up an 18-month JUMP! On Demand lease. At the end of the 18 month lease period you have the option to return your phone to T-Mobile or to pay Purchase Option Price to keep your phone. Since you waited so long to contact us, there isn't anything we can do about that charge. You agreed to pay it when you signed your Lease Agreement, remember?"

• "I'm sorry about that charge. Obviously, you didn't see this coming so I am going to go ahead and issue a credit for the charge. Would that work for you?

• "I'm glad you reached out today so we can figure out what's going on with that charge. I am seeing that you just finished up an 18-month JUMP! On Demand lease. At the end of the 18 month lease period you have the option to return your phone to T-Mobile or to pay Purchase Option Price to keep your phone. That's what the charge on your bill is for. If you still want to keep your phone, I would be happy to set up a Purchase Option Installment Plan so that we can break up that amount over your next

• "I'm glad you reached out today so we can figure out what's going on with that charge. I am seeing that you just finished up an 18-month JUMP! On Demand lease. Unfortunately we charge you extra to keep your phone at the end. If you want I could set up a POIP so we can make this POP injection less painful."

Mike is currently using a non-T-mobile Huawei device, and wants to get an iPhone. Based on the following customer cues, which of these statements would drive the best experience for Mike? Mike states "It is so frustrating that you can't just buy a phone and use it for years anymore. Every year the new iPhone comes out and I'm tired of paying over $800 every year just to get the latest phone. What can I do?" Which of these is the best response based on the situation?

• "Thanks for reaching out about your upgrade options Mike! Phones are expensive, but you only get what you pay for. If you can't afford an $800.00 device, we could look at a cheaper Android device."

• "Thanks for reaching out about your upgrade options Mike! At T-Mobile we understand that buying a phone for full price every year is a pain point. That's why we have JUMP! which is great because if you to put a phone a monthly Equipment Installment Plan you can upgrade to the latest iPhone as soon as the balance is half-way paid off. That way you can get the newest iPhone every year without having to pay the whole price up-front. Would you like to get started on that today?"

• "Thank you for contacting T-Mobile Mike. I would recommend going to T-Mobile.com or a Retail location to look your best options."

• "Thanks for reaching out today Mike! I would love to order you a new phone today! Would you prefer a large iPhone or a more normal-sized iPhone?"

John contacted you because he wants to get a new phone. He is tired of having a silver-colored phone and doesn't like how his phone tends to show finger prints and dust. After having his current phone for a few months he is ready for a change. You see that he is on JUMP! on Demand program. Which of these responses would be the best fit for John's needs?

• "I'm so happy you reached out so I can help you get into a phone that fits you better. I see that you are on our awesome JUMP! On Demand program which means that you can trade in your current device and upgrade whenever you're ready."

• "I'm so happy you reached out so I can help you get into a phone that fits you better. I see that you are on our awesome JUMP! On Demand program which means that you can trade in your current device and upgrade your device as soon as this device is half-way paid off. Would you like to make that payment today?"

• "I'm so happy you reached out so I can help you get into a phone that fits you better. I'm sorry this one didn't work out for you. The good news is that because you are on JUMP! On Demand, you can return that phone to a retail store any time. Would you like me to help you find a store nearby?"

• "I'm so happy you reached out so I can help you get into a phone that fits you better. I'm going to send you a return label now and we can get started on an upgrade right away!"

How much is an upgrade support charge?

• $20

• $10

• $50

• $5

What options are available for customers whose JUMP! On Demand leases are ending? (select all that apply!)

• Finance the Purchase Option Price (POP)

• Upgrade to a new device

• Turn in and end lease

• Buyout (Pay the POP)

• No action (POP will be added to the next bill)

Your customer is trying to do a temporary unlock over Wi-Fi with the T‑Mobile Device Unlock app, but the operation keeps failing. Why is this happening?

• Temporary unlocks must be performed with a mobile data connection and T‑Mobile SIM. Wi-Fi will not work.

• He must have an iPhone to use the app

• He needs to use the Wi-fi during the day of the payment made.

• He need to reinstall the app.

A temporary unlock expires in how many days?

• 30 days

• 15 days

• 10 days

• 3 months

Which devices use the T‑Mobile Unlock app?

• Apple devices

• Android devices

• Phones with code needed.