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What are the different Device Programs?

• JOD

• Jump!

• Full price

• EIP

Answer explanation

Jump! is a benefit of P360

Louie has an iPhone 12 and would like to trade it in for an iPhone 14. As you checked the account, Louie only paid 6/24 months of his current instalment and has a Device Protection currently attached to the line. What best advise should you tell Louie, so he could upgrade his device right away?

• Advise him to pay off the device right now

• Tell him to wait for 6 mos so he could qualify for 50%

• Tell Louie that since he has Device Protection, he can take advantage of Jump! Upgrade. He only need to pay the the remaining 6 mos so he could achieve the 50% of his instalment

• Advise him to go to the store and check his option

Eden was furious about her bill. There was an increase of 378 from what she usually pay every month. As you checked, Eden was charged for POP Injection. What should you tell Eden?

• Tell Eden that POP Injection is applied to the bill since her JOD ended

• Inform her that she can still take advantage of POIP wherein, the POP Injection will be divided into 9 equal instalments

• Inform her that she has 60 days to turn in the device and the charge will be reversed

• Tell her that she can upgrade her device so the POP Injection will be reversed on the next cycle

Dor was interested of upgrading her device to an iPhone 14. As you checked the account, Dor has delinquent balance. What should you do best?

• Initiate to process the upgrade as requested by Dor

• Immediately initiate CCP process since the account is delinquent

• Gently tell Dor that for us to process an upgrade, Dor needs to settle her past due balance first since delinquent accounts are ineligible for upgrade

• Help her set up PA then process the upgrade to secure the account

Louise purchased her Galaxy S23+ on February 5th this year. As she checked her account online today, she realized that she didn’t add Protection 360. She called right away and requested for Protection 360 to be added on her device. What should you do?

• Add the Protection 360 and tell her that it serves as her investment since her device is protected with insurance

• Inform her that as much as you would like to, adding protection 360 is already beyond the 30-day time frame

• Tell Louise that she should be sorry for not adding her P360 by the time she ordered it. Now she will have to face the consequences

• Advise Louise to call Assurant so she can check her options and possibly add P360 to her device

What are TRUE about NRF?

• NRF is charged on the 45th day when the system identified that the defective device is not yet received by the warehouse

• NRF can be reversed by an automatic credit by the system once device is returned within 60 days

• NRF is an OTC placed on the account when the customer failed to return their defective device in 7 days

• NRFs are OTCs when a device returned has liquid damage and cracked screen

AC, was calling from the device she wanted to fix. She’s been having issues with voicemail. What should you do to help AC?

• Tell her that she should callback and use a different line so we can fix the issue

• Set proper expectations for probing questions and basic ts to call map the fix

• Ask for an alternate number to better fix the issue

• Ask SDL and Use GC to guide you with the right fix for vm issues

Aldie could not make and receive calls. What are the best close-ended questions will you ask?

• Can you tell me more about the issue?

• What basic ts have you done so far?

• Is this the first time it happened?

• Is your phone turned on?

What is not true about Mobile Without Borders?

• Up to 5GB high-speed data allotment (or max of your high-speed data bucket if less than 5GB

• If 5GB (or max high-speed data allotment) is exceeded, impacted lines reduce to speeds 128kbps or 256kbps(for Plus/MAX plan types)

• Domestic data roaming limits apply while using devices inside the U.S.

• unlimited calling and texting between the US, Mexico, and Canada. Mobile and landline numbers are not included.