W1_D4_Knowledge Assessment Upskilling

If the device isn't received ___ after the replacement was delivered, the customer is charged a non-return fee.

• 7 days

• 45 days

• Within 24 to 48 hours period

Assurant do not charge customer NRFs.

• True

• False

T-Mobile NRFs are charged for?

• Coverage device returns or exchanges

• Home Internet returns or exchanges

• Warranty exchanges for phone, tablets, and wearables

• All of the above

Jim is contacting us because his daughter's line on his account has been suspended for a high balance. He can’t think of any foreign countries she would have been calling. What page in C2 would you use to assist Jim?

• Credit and adjustment support

• High balance account support

• All of the Above

You validate the charges as Jim tells you he now remembers his daughter has a friend in France. What option should you choose? Choose all that apply.

• Restore the account using the HBLT code.

• Place a one-time credit on the account to cover all of the charges.

• Offer Stateside International and backdate the feature to cover the overage.

• Let the customer know that he should pay all the charges to resume the account.

Jim likes the idea of the feature but doesn't want to increase his daughter's bill. Soon she'll be taking over her line and she is a starving artist, barely making her rent. What are the best options for Jim's daughter? Choose all that apply.

• Add the blocking feature

• Add International Roaming

• Apply a one-time credit

• Educate the customer

When does the Device Connection Charge apply?

• Customer wants to add a line using My T-Mobile

• Customer wants to add a line with an Agent over the phone

• Customer wants to set up a payment arrangement with an Agent

• Customer wants to set up a payment arrangement using the T-Mobile App

What are some of the charges a customer might have to pay to process an upgrade over the phone?

• Down Payment

• Deposit

• Taxes and Fees

• Device Connection Charge

What account types the system does not charge a Device Connection Charge? Choose all that apply:

• Government Accounts

• Active Duty- Military

• Prepaid Accounts

• All of the above

The DCC cost is $35 with tax. It is paid upfront at the time of activation/upgrade, or it can be billed to the account.

• True

• False

• Maybe