Knowledge Check for 31B

What system is used to add lines to a customer’s account?

• C2

• ATLAS

• Add A Line Tool

• DASH

What are the requirements to add a line to a customer’s account? (Select all of the correct responses below):

• Customer must have a valid credit or debit card

• Account balance must not be past due

• Customer must have a n NBA offer to add a line

• Customer must go to a retail store to add a line to their account

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

Why would a customer have to pay a deposit to add a line to their account? (Select all of the correct responses below):

• Line Limit

• Credit Class

• Bill Due Date

• Device they choose to order for the new line

Why would a customer need to change/update a SIM card on their account? (Select all of the correct responses below):

• To complete a mobile number change

• When they upgrade to a device that has a different size SIM or uses eSIM

• When their old SIM is lost or damaged

• To access My T-Mobile for the first time

What transactions require a One-Time PIN to be sent and verified? (Select all of the correct responses below):

• Carrier Freedom/Keep & Switch submission

• Add a line

• SIM changes

• Device Connection Charge waivers

What are the benefits of Internet Freedom? (Select all of the correct responses below):

• Freedom to Switch

• Carrier Freedom

• Freedom to Save

• Keep & Switch

What are some common cues that could uncover a T-Mobile Home Internet need?

• Customer mentions hotspot/Wi-Fi/laptop/internet

• Customer mentions needing internet on the go.

• Customer asks if their plan includes tethering or hotspot

• Customer mentions streaming video or online gaming

What personalized questions should you ask a customer to see if T-Mobile Home Internet is a good fit for them?

• Does anyone in your household work from home or remote learn?

• Are there any other activities you use your internet for like doorbell camera or cloud services?

• How do you and your family stay entertained at home?

• What is the most important thing to you when it comes to your internet service?

What are the benefits of the T-Mobile Home Internet App?

• Manage Connected Devices

• Manage Home Network

• Gateway Placement Assistance

• Access Support