Device Prog BM

Sometimes going into a T-Mobile store provides the best experience. Consider these situations:

Sam wants to add a wearable to the account.

Jean wants to add line and buy a new device for it.

Daren wants to upgrade his device and trade in his old one.

Which of these customers should be directed to a T-Mobile store?

• Jean

• Sam

• Daren

• Saunders

• Jules

Abigail had a JOD lease, but it was canceled for non-payment.

Are you able to re-open that lease?

• Yes

• No

• Only after she pays off the balance owed

According to the Device Simulator, what is step 15 in creating an App Store account on a Galaxy S9 device?

• Entering a phone number

• Creating a username

• Choosing backup options

A customer made a payment in their local T-Mobile store. They just realized that the payment was applied to their EIP balance and wants it refunded.

What should you do?

• Complete a Payment Refund Form for the payment.

• Reset the EIP balance and credit the payment to her regular bill.

• Tell them payments made in-store can only be refunded in-store.

A customer needs you to resend a shipping label for a warranty exchange.

What tool should you use?

• UPS Label tool

• ATLAS

• Device Return Status

T-Mobile customer Sami makes $260 worth of accessory purchases on EIP.

What is true regarding Sami's purchase?

• Sami must put down $130, and the remainder will be billed over 12 months.

• Sami must put down $130, and the remainder will be billed over 24 months.

• No down payment is required—the full balance will be billed over 12 months.

• No down payment is required—the full balance will be billed over 24 months.

Your customer, Jon, is considering an upgrade and says, “The new phones are so expensive, right? I don’t really use all those new features like my friends do, and I don’t like the idea of throwing away a perfectly good phone just because it’s a little old.”

What offer should you recommend to Jon?

• EIP

• JOD

• EIP with JUMP!

• Pay up front

Amphie opens an account, buys a new device, and pays for the device up front.

Precios opens an account, buys the same model of device, makes a $200 down payment, and pays off the device with EIP over 12 months.

Mirriam opened an account, bought the same model of device, makes no down payment, and pays off the device with EIP over 36 months.

Who pays the least for their device?

• Precios

• Amphie

• Mirriam

• Total cost is the same

Shawn contacts you to check on the status of a return.

What do you need in order to look up a return in the Device Return Status tool?

• MSISDN

• BAN

• IMEI

Greg signed an EIP agreement and needs a printed copy of it as quickly as possible.

What is the fastest way for Greg to get it?

• Use My T-Mobile

• Call Care

• Go to a retail store