Plankton 4

EID starts with....?

• 8901

• 8902

• 8904

• 8906

How much is the charge for Mobile Number Changes?

• $10 processing fee plus taxes

• $15 processing fee upfront charge

• $15 processing fee plus taxes

• $10 plus taxes

T-Mobile holds all numbers for up to 90 days at which time the number becomes available for use.

• False. T-Mobile holds all numbers for a minimum of 45 days and up to 60 days at which time the number becomes available for use.

• True. T-Mobile holds all numbers for a minimum of 45 days and up to 90 days at which time the number becomes available for use.

• False. T-Mobile holds all numbers for a minimum of 30 days and up to 60 days at which time the number becomes available for use.

• True. T-Mobile holds all numbers for a minimum of 40 days and up to 90 days at which time the number becomes available for use.

You are completing a warm transfer to another Expert. What information do you need to provide?

• A verification token

• issue

• OTP

• number

Answer explanation

When you transfer a call to another Expert, you need to provide the token you created in either Atlas or Samson. This makes the transfer process easy for everyone because it allows the other Expert to search for the account and it brings over the verification reducing effort for the customer.

Tom contacts you regarding his plan. During your conversation, he mentions his 13-year-old daughter frequently uses his phone. When would be an appropriate time to offer to add a line to Tom's account?

• after TOM mentions it

• prior to addressing Toms call reason

• depending on my mood

• After you resolve Tom's reason for calling

Answer explanation

After you resolve Tom's reason for calling

Adding a line is a great way to deepen the relationship with our customers and bring them closer to T‑Mobile, but it must be done at the right time.

Many strategies can have positive impacts on revenue. Which strategy can you do?

• Reaching out to leadership to process the adjustments so it wont impact your metrics

• Balancing the customer's needs and the needs of the business before offering a credit to your customer

• Offering temporary credits in an attempt to resolve the customer’s issue(s), or reversing a credit that has already been promised to the customer

• Resolving the customer’s issue with a credit instead of asking the right probing questions to get to the root cause

Answer explanation

Working to proactively address customer situations

Any credit given to the assigned customer by anyone inside or outside of your team that falls within the Care Hierarchy may impact T-Mobile's performance as a whole. Work to proactively address the situation and resolve fully to prevent the need for credit.

Which of the following items are the must have's to add in your memos in TEX?

• customer's verbatim

• First and last name of caller

• reason for the call/actions taken

• Page-ID's used to resolve the issue

Answer explanation

Answer: First and last name of caller, reason for the call/actions taken, Page-ID's used to resolve the issue, and memo code.

Feedback: You should always include the following items when leaving a memo in a customer account: First and last name of caller, reason for the call/actions taken, DOC-ID's used to resolve the issue, and memo code. Trouble tickets and help desk tickets should be included as well if they apply for the call.

A BRP wants to add an Authorized User to the account. What should you confirm before adding an authorized user?

• The authorized user should be 18 years old or older.

• name of the authorized user

• That you're speaking with the BRP.

• that the caller is withi BRP's consent

Answer explanation

Answer: That you're speaking with the BRP.

Feedback: You should confirm that you're speaking with the BRP before adding an authorized user.

"Please help!" a customer says to you. "I had trouble remembering the SIM PIN on my phone, and I guess I entered the phone's SIM PIN incorrectly too many times. Now my phone is locked!" How should you help this customer?

• Provide the customer's SIM PIN

• Find the PUK code in the customer's billing records.

• Go grand central and search for SIM PIN under tools

• T‑Mobile does not have access to the customer's SIM PIN, so we can provide support PIN 2(or PUK 2)

Answer explanation

SIM PIN on my phone, and I guess I entered the phone's SIM PIN incorrectly too many times. Now my phone is locked!" How should you help this customer?

Answer: Find the PUK code in the customer's billing records.

Feedback: We have access to the PUK code in our billing systems. If the customer enters the SIM PIN incorrectly too many times, the device will ask for a PUK code.

T‑Mobile does not have access to the customer's SIM PIN, and does not support PIN 2 (or PUK 2).

If the customer is locked out of their SIM, provide them with the PUK code corresponding to SIM PIN 1.

The customer wants to activate a SIM card because they got a new phone. You provided a signature response and confirmed they are the BRP on the account. What do you need to do to complete the SIM activation?

• send OTP to email address

• Send a One Time PIN

• click on update SIM in Atlas

• advise the customer that they can receive a text message for confirmation

Answer explanation

sending OTP to email when customers are not able to receive through text is prohibited for now