Cancel an account - Basics

The person who is allowed to cancel a line/ an account?

• PAH

• AU

• Full

• STA

How does proactively identifying at-risk customers help improve retention? (Select all of the correct responses below):

• Prevents port-outs

• Encourages customers to add more lines to their account

• Encourages customers to buy more devices with T-Mobile

• Prevents voluntary non-ports

What are common pain points that cause customers to deactivate service? (Select all of the correct responses below):

• Purchased wrong device

• Bill confusion

• Coverage

• Promotion confusion

• Tripping

What is reactive retention?

• Offering a customer credits after they tell you they are going to switch

• Looking for events or clues in a customer's account that show they might want to cancel and solving the issue

• Offering a customer the same promotion a competitor is running

• Identifying verbal clues in a conversation that indicate a likelihood of cancelling

What are the parts of the Save Guidelines? (Select all of the correct responses below):

• HEAR

• Overcome hesitations

• Giving the customer what they want

• SPEAK

What is a trigger statement?

• A phrase or request that causes the customer to escalate

• A phrase or request that tells us the customer wants to buy something

• A phrase or request that we know is associated with higher risks of cancelling

• A phrase or request that we know is associated with giving the customer a credit to make them happy

What are examples of trigger statements? (Select all of the correct responses below):

• Customer asks for a Mobile Device Unlock

• Customer asks for a credit due to a T-Mobile error

• Customer asks for account number and to update their PIN

• Customer pays off their devices early

What are reasons why a customer would want to cancel service? (Select all of the correct responses below):

• No need for the service anymore

• Coverage

• Billing Reasons

• Competitor Offers

What must be confirmed before a no install can be performed?

• There must be usage on the line(s) being no installed

• There must be an equipment related charge on the line(s) being no installed

• There is no usage on the line(s) being no installed

• There must be multiple lines on the account

How does a device qualify to be mobile device unlocked? (Select all of the correct responses below):

• Device needs to be purchased from an authorized carrier

• Device cannot have an open balance

• Account must be active (Past due delinquent is okay)

• Device IMEI cannot be blocked