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When will the Martin's account be tagged as HIGH BALANCE?

• when the customer's past due balance has reached 31+ days

• excessive international long distance or roaming charges

• when the customer's balance has reached $1000 for more than 30 days

• when the customer is not able to settle their balance immediately

Answer explanation

High balance accounts are due to excessive international long distance or roaming charges. All Micro business lines that hit $300 or more in unbilled usage are suspended for high balance to drive the customer to call us to review the unbilled charges.

High balance accounts can be identified by High Balance suspension and/or having a certain memo code on the account. What memo code will be tagged on the customer's account?

• INTRMD

• INTRMA

• ILDBARS

• HBTM/HBMT

Answer explanation

High balance accounts can be identified by High Balance suspension and/or having the HBTM/HBMT memo left in the account.

Prior to accounts being tagged under High Balance, customers will receive the standard bill shock SMS messages that we send at $50, $100, $200 and $300 of un-billed charges.

Under what instance will the customers may not get all the bill shock notifications?

• Teams will receive a daily report for customers who have received a bill shock SMS alert for additional usage charges

• Customers who call before they enter high balance treatment

• if they have one session of usage that surpasses the threshold for the SMS

• Outbound calls can only be placed to the BRP on their T-Mobile assigned number if one of the lines on their account has received a bill shock SMS of $100 or more.

Answer explanation

There are some instances where customers may not get all the bill shock notifications if they have one session of usage that surpasses the threshold for the SMS.

High balance account support

Aldie has Magenta Max Plan and would need to increase her mobile hotspot. What options can you offer her?

• MAXUp data w/ 100GB Hotspot: $35

• MAXUp data w/ 40GB Hotspot: $0

• MAXUp data w/ 50GB Hotspot: $10

• MAXUp w/ 40GB hotspot: $15

Customer called in wondering why the bill is high? What applicable probing questions will you ask to determine what happened to the bill?

• Did you make any recent changes?

• How much is your bill expectation?

• how much is your balance?

• Did you travel abroad or make any international calls?

Dean wondered why the bill is high. As you checked, Dean had made international charges. What are the information should you not disclose during billing explanation?

• phone numbers

• the amount of the international charge

• dates/times

• city/country of calls/texts

Ross and her friends were planning to have a trip to Safari Park for their team building and was inquiring if she could have international service. What feature should you check for this capability?

• Mobile Without Borders

• Simple Global

• Stateside International

• Data pass

Rio and his boyfriend talks a lot over the phone from California to the Philippines. Rio's boyfriend called and wondered why his bill was too high. You found out that Rio has he's plan did not include international service. What feature would you offer him to lower his bill moving forward?

• Stateside International

• Simple Global

• Stateside International Talk with Mobile

• Mobile Without Borders

What services/rates is covered when the Queenie has Magenta Max plan and is planning to go to Maldives

• $0.50/txt

• $0.25/min

• unlimited data and texting

• $15.00/MB

Estella ran of data and was worried that she could not contact her family and friends while in Japan. What options can you offer her?

• Voice and 512MB data 1-day pass - $5

• 7-day / 50MB Domestic Data pass $15

• Voice and 5GB data over 10-days - $35

• Voice and 15GB data over 30-days - $50