Revenue Review

About how many customers say yes to a sales offer?

• One of ten customers

• One of five customers

• One of three customers

Jessica wants to add a line for her daughter.

How can you deepen the relationship with Jessica as you're adding a line?

• Engaging in a 2-way conversation

• Emphasizing the benefits of T-Mobile

• Making recommendations for products and services

• Pointing out customers' account balances

• Sharing the benefits of an offer before resolving an issue

How is profit different than revenue?

• Profit is the money the business makes after its expenses, while revenue is all of the money that a business makes.

• Profit is all of the money that a business makes before expenses, while revenue is the money that a business makes after its expenses.

• Profit and revenue are interchangeable because both terms refer to the money made by a company.

Which of these behaviors reveals that a customer is feeling hesitant about an offer?

• She says she needs to ask her spouse or partner.

• She says she'd like to know more about the details.

• She asks about the terms and conditions of the offer.

Carmen has made a request about a GYB Overdraft fee.

What is the risk of resolving the request for Carmen?

• We risk legal issues by providing inaccurate information.

• We can't resolve the customer's issue.

• We provide information that is not ours to own.

You have received a few reports of a T-Mobile MONEY issue affecting customers.

What should you do?

• Let your Coach/Manager know

• Add the issue to the C2 > T-Mobile MONEY page

• Refer the customers to a T-Mobile MONEY Specialist

A customer contacts you to resolve an issue. Before you can offer solutions, you conduct a visual audit of their account.

What tools should you reference when conducting the visual audit?

• Grand Central

• ATLAS

• Samson

• C2

Casey is having a problem with the phone but does not wish to do a Warranty Exchange. You research the matter and decide the best thing would be an upgrade, but Casey does not qualify for one.

Why is Casey not eligible?

• The account is marked as delinquent.

• Casey just added a new line in March.

• Casey has a payment arrangement on the account.

Should you focus on the cost or the features of a new product when communicating with a customer?

• The features, because they make the product worthwhile to the customer.

• The cost, because customers need to know what they're buying.

• The cost, but direct the customer to where they can find information about the features.

What are important features of FamilyMode?

• Set up time limits for internet viewing

• Pause the internet

• Filter certain websites for viewing

• View the history of websites viewed

• Name ID to see who is calling