RSL - Benchmark

What happens if you complete an order at the request of a Mobile Expert?

• The Mobile Expert's code will be attached to the order.

• The Mobile Expert will not have access to the order.

• The Mobile Expert won't get credit for the order.

Under what circumstances would you use a temp double?

• A customer needs to change the down payment on a new device purchase.

• A device order was lost during shipping.

• An in-store transaction is preventing a pending ship-to order.

• The wrong device was ordered

A customer ordered an upgrade with promotional pricing, but the order was not processed correctly. The upgrade was a 'ship to' device order. The new device never arrived. Since the promotion pricing is no longer available, the Mobile Expert working with the customer wants to place the same order again with the promotional pricing.

Which type of orders can be modified during a line upgrade?

• JOD

• Full cost

• EIP

You receive a call from a Mobile Expert who has a customer with an Active Duty Military account. The customer is doing an upgrade, and the Mobile Expert would like to waive the upgrade support charge.

How should you advise the Mobile Expert?

• Process this as a Sales Courtesy Credit.

• Tell them to ask a store manager to waive the charge.

• Have them tell the customer to call Care and make the request.

Sarah's customer, Jonah, went to the store to pick up his exchange device. Jonah's first Galaxy device was cloud pink, and the exchange Galaxy device is black.

Sarah calls in on behalf of Jonah. What should you say to Sarah?

• "Apologize to Jonah. There must have been some mistake. I will place an Alternate Exchange order with you now to make sure Jonah gets the right device."

• The best thing to do is for Jonah to upgrade to a different device. That way it will be new and he can have any color he wants.

• "Our priority is to make sure our customers have a working device as soon as possible. To make sure that happens, we send to the customer whichever color is available at the time when a Warranty Exchange is placed."

Diego, a Mobile Expert, has a customer with EIP and JUMP! who wants to upgrade their device. But the upgrade won't process because the customer traded devices with a family member on the same account. The device IMEI doesn't match the IMEI on the EIP.

What should Diego do?

• Change the device IMEI so he can perform the upgrade.

• Explain that he cannot perform the upgrade with that device

• Allow the customer to trade in the device so he can perform the upgrade.

A Mobile Expert opened a new customer account; within the buyer's remorse period, the customer contacted T-Mobile to cancel the account. The customer has neither used the account nor purchased equipment.

What should you say to the Mobile Expert?

• Go ahead and cancel the account for them at the store."

• You should inform the customer they must cancel in-store."

• "I can cancel the account for them."

Jasmine, a Mobile Expert, contacted you to ask for you to apply a Sales Courtesy Credit to a customer's account. You see the customer was last issued a Sales Courtesy Credit three weeks ago.

How often can a Sales Courtesy Credit be issued to the customer's account?

• Once a year

• Once every six months

• Once every 30 days

A Mobile Expert calls in seeking assistance with a customer, but Samson and ATLAS token/passcode fields are inactive due to a regional outage causing dealer security to be off.

How should you respond?

• Verify the Mobile Expert, including store ID, and then assist the customer.

• Assist the customer but add a memo to the account with the RSA's verification information.

• Direct the Mobile Expert to call back when systems are online and report the outage through a Service Desk ticket.

• File a Service Desk ticket reporting the outage and then assist the customer.

When a call comes in from a Mobile Expert, who must be present in store in order to make account changes?

• Mobile Expert- only- in the case of a No Install cancellation

• The BRP

• Activations reps must verify any support team reps who call through RSL.

• The customer doesn't need to be present

• Authorized User