W2_D2_Knowledge Assessment Upskilling (Recertification)

For the Promo code/ OFFER ID: T457, does it require port-in to qualify?

• YES

• NO

What TOOL to use for checking Promo Status for rebates

• Promotion 360 Dashboard​

• Promo Tool

What TOOL to use for checking Promo Status for Monthly Credits

• Promotion 360 Dashboard​

• Promo Tool

Which is not an example of Trigger Statement.

• States they’ve had repeated contacts without resolution.

• States they're dissatisfied with an experience or service.

• States to pay the account's balance.

In attempting to discover the root cause of dissatisfaction and attempting to SAVE the customer, it means that to.

• - Study for any treatable causes of the underlying issues.

  - Ask probing questions. Address the customer's reason for cancelling until you fully understand the customer’s dissatisfaction.

  - Verify that your understanding of the customer’s root concern is correct.

  - Effectively treat the underlying issue with an appropriate response, whether it be a save attempt, educational conversation, or offer.

• - Search for any treatable causes of the underlying issues.

  - Ask probing questions. Address the customer's reason for cancelling until you fully understand the customer’s dissatisfaction.

  - Verify that your understanding of the customer’s root concern is correct.

  - Effectively treat the underlying issue with an appropriate response, whether it be a save attempt, educational conversation, or offer.

• - Search for any treatable causes of the underlying issues.

  - Ask probing questions. Address the customer's reason for cancelling until you fully understand the customer’s dissatisfaction.

  - Verify that your understanding of the customer’s root concern is correct.

  - Evidently treat the underlying issue with an appropriate response, whether it be a save attempt, educational conversation, or offer.

In attempting to resolve the customer issues or concern, this is what HEAR-ing means.

• Hear, Empathize, Appreciate, Reflect

• Hear, Empathize, Act, Reflect

• Hear, Empathize, Appreciate, Reflection

Which among the sample retention is an example of Reactive Customer Retention ?

• "I can see here that you have a past due of (amount), we can look for options available for you about this so we can ensure you'll have your service up and running." 

• "If you want to know more about us, you can check our website at www.t-mobile.com, or you can call us anytime and we'll be happy to answer your questions." 

• "I can definitely process your request Ms. Customer, but how about we check your account first to see what happened and look for options that we can do to lower down your bill? Does that sound good?"

Which among the sample retention is an example of Proactive Customer Retention ?

• "You know what, Ms. Customer, here in T-Mobile, you can save $5 per line bill credit if you enroll your card on AutoPay."

• "I can definitely process your request Ms. Customer, but how about we check your account first to see what happened and look for options that we can do to lower down your bill? Does that sound good?"

• "Here in T-Mobile, we always appreciate your loyalty, and with that we want to ensure that you have access to the best deals and offers available. We can go ahead and look for promotions and discounts that best suit your needs."

What is an example of Stalling Objection?

• "I'm not sure your product has the features we're looking for."

• "Give us time to think and we'll circle back."

• "This isn't the right price for us."

What payout type does the T493 have?

• Rebate

• RDC