REVIEWER 2021 pt.1

Multiple Choice: When the customer wants to opt out of receiving general marketing messages from Metro by T-Mobile, what should the agent do?

• Advise the customer to call back between business hours.

• Nothing because Metro by T-Mobile does not allow customers to opt out of marketing text message notifications.

• Nothing because Metro by T-Mobile does not send general marketing messages.

• Update the Privacy Preferences to "Do not allow" and tell the customer that to opt out of marketing text messages they enrolled in individually simply reply "Stop" or "Cancel".

Multiple Choice: What is an Authenticated Payment?

• Authenticated Payments do not exist.

• An Authenticated Payment is a payment made after the caller secures the account.

• An Authenticated Payment is a unique form of credit card payment.

• None of the above.

Multiple Choice: What happens when you exit the account without leaving a Memo?

• Nothing.

• It will result in an error and an opportunity on a quality evaluation

• May cause the customer to lose service.

• It will affect your overall CSAT score.

• ERROR - you might lose all the bonuses that you have been working hard for.

Multiple Choice: To use Wi-Fi calling, what must the customer do?

• Write Metro by T-Mobile a request in a letter.

• Add the e911 address to their line by calling customer service, or updating it in the phone's MyMetro app.

• Nothing. Wi-Fi Calling will work regardless of having an e911 address on file.

• None of the above.

Multiple Choice: What is the Pixel per frame rating Data Maximizer defaults video streaming to?

• 720p (Standard HD).

• 720p (Standard SD).

• 4K (Ultra HD or 2160p).

• 480p (DVD Quality).

• 1080p (Full HD).

Yes or No: When making an Anonymous Payment, can the agent tell the customer about previous payments made on the account?

• Yes.

• No. This would violate the customer's privacy. No information about the account may be given without it first being secured.

• Yes. This would violate the customer's privacy. No information about the account may be given without it first being secured.

• No.

True or False: Verifying the account first and last name is required when securing an account.

• True.

• False.

• Maybe.

• Yes.

True or False: For plans 30 & 40 (unless on a promo that offers unlimited 4G and/or LTE speeds), customers are given an allotment of data that can be used at up to 4G and/or LTE data speeds. After using up their allotted data, the customer has access to unlimited data at non-4G and non-LTE speeds.

• True.

• False.

• Yes.

• No.

Multiple Choice: When the customer wants a vanity name to display in Caller ID, what should the agent do?

• Metro by T-Mobile does not offer vanity names.

• Do not add it under the first screen, "Customer Information", instead, update it on the next screen under "Subscriber Information."

• Email a supervisor to request it be added.

• Hang up on the call.

Yes or No: Expired Plans/Services are no longer available to the customer. However, if they already have an expired plan or service, they can keep it as long as their account is active.

• Yes.

• No.

• True.

• False.