Refresher Training Week 1 Summative Test

Which is not part of

TEX 4 PILLARS?

• Are we doing it with less effort?

• Are we giving them sufficient credits?

• Are our customers staying longer?

• Are our customers happy?

What does CPNI mean?

• Consumer Property Network Identity

• Customer Proprietary Network Information

• Customer Proprietary Network Identification

• Consumer Property Network Identity

Which is part of our Un-carrier Moves?

• T‑Mobile Tuesdays

• Team of Experts

• T‑Mobile ONE TI

• Carrier Freedom

Primary Account Holder (PAH) and Authorize user can set the PIN/Passcode for the overall account.

• FALSE

• TRUE

Rose was able to verify the account and wants to activate a new line of service. Do you need to send a One-Time Pin?

• No because the account was already verified.

• Yes, it needs a secondary verification for sensitive account changes

All accounts statuses are eligible for making payment arrangements.

• FALSE - Only accounts in active, delinquent, or suspend are eligible. Cancelled status is not eligible.

• MAYBE

• TRUE - All accounts can set up a payment arrangement.

What is a collection hold?

• A collection hold is used to avoid the account from being suspended and avoid the late payment fees for the customers.

• A collection hold is used to prevent T-Mobile from moving to the next collection step in the collection treatment process when the customer’s balance is delinquent.

• A collection hold is used to prevent a customer from moving to the next collection step in the collection treatment process when the customer’s balance is delinquent.

• All of the above

What will happen to a collection hold that was placed outside of the valid reasons provided in C2?

• All invalid holds placed outside of policy will not be removed by the Financial Care Offline team

• All invalid holds placed outside of policy will be removed by the Financial Care Offline team

• All valid holds placed inside of policy will be removed by the Financial Care Offline team

• All invalid holds placed inside of policy will be removed by the Financial Care Offline team

What rate plan do we offer to for military customers and their family?

• T-Mobile One 55+

• T-Mobile Essentials

• Simple Choice (Grandfathered)

• Magenta Military

What is JUMP! On Demand?

• Customers have the flexibility to upgrade once every 60 days.

• An 18-month upgrade option that uses leases for financing

• Not an upgrade program.

• None of the above