BILLING with Feeling - #teamawesomeamazing
Authored by Terence Trollz
Professional Development
Professional Development
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38 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
When the resolution of a bill recalculation call becomes a negotiation, whose interests are you serving during the negotiation?
The customer, T-Mobile, and T-Mobile's revenue goals
T-Mobile employees and the customer
T-Mobile's revenue goals
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What can you view in the ATLAS Checkbook field?
Six most recent billing cycles
All billing cycles
Bill cycles older than six months
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
When customers ask for Courtesy credits, should they all be handled the same?
No, every customer and situation is different.
Yes, adhere strictly to the situation descriptions in C2 and other training.
Yes, unless you encounter an unusual situation.
No, consistency is an unreasonable expectation given the combinations of issues that arise.
4.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Jordan tried to submit his iPhone X as a deferred trade-in using the switch2t-mobile.com website, but his newly activated phone number isn’t showing.
Customers can’t see their MSISDN on the switch2t-mobile.com site if the trade-in is not entered during the Carrier Freedom activation or Port-in.
What should you do first to fix this?
Determine if he performed the steps at a store the same day
Engage your Coach to take the next steps to resolve the issue
Ask if this is an instant or deferred trade-in
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A customer is irate and claims, “I don’t want to negotiate.”
What should you do?
Encourage them to let you show how options might benefit them
Respect their wishes and follow C2
Review with them how you will resolve the issue and close the call
6.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
On which sites can you research rebate promotions using the Promo Tool?
www.switch2t-mobile.com
www.t-mobile.com/promotions
www.t-mobile.com/offers
www.t-mobile.com/offers/magenta
www.t-mobile.com/accounts/promotions
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
From the customer's perspective, what is most significant about the first bill?
Includes two cycles
Received on Jan 11
Due on Jan 25
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