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WorksheetsMint Mobile Final Quiz 2019
Total questions: 42
Worksheet time: 1hrs 29mins
What does Mint Mobile offer?
Voice services
Data services
Text services
All three, voice, text and data services
Which are the prepaid periods that we offer?
3, 6 and 12 months
20, 60, and 75 days
3, 8 and 12 months
1 year, 2 months and 10 days
What is Roaming?
Is a feature that allows our customers make INTL calls from USA.
This is not a feature from Mint Mobile
Is a feature that allows our customer make Calls, Text and Data from another country.
Non of the above.
What is the money back guarantee?
This is when the customer has the option to request a refund after 10 days of activation.
This is when the customer has the option to request their money back after 1 Month after activation.
This is when the customer has the option to request their money back before 7 days.
Non of the above
Is a feature that we use on Mint Mobile to stay connected when you travel outside of the US and you want to still use your phone there without using your Roaming.
Call me free
Roaming
Data connection
WiFi Calling
If the customer decides to add money to the wallet, how much can he pay?
$5, $8 and $12
$10 and $15
$20 and 3
$5, $10 and $20
Where can the customer get the Starter Kit?
E-bay
Amazon
Best-buy
Mint Mobile App
All of the above
If the customer has a purple SIM for the starter kit, where do you activate it?
The Mint Mobile app
Website
Amazon
Clover
Where do you see if the customer has an orange or a purple SIM prior activation?
The web site
The Mint Mobile app
Clover
All of the above
Is a feature that we use on Mint Mobile to stay connected when you travel outside of the US and you want to still use your phone there.
Wallet Balance
International calling
International Roaming
WiFi calling
If the customer wants to make an ILD call what he needs to do?
Add INTL balance.
Load his Roaming credit
Load his Wallet with $5, $10 or $20 thru the online account.
Non of the above.
Where can the customer check the coverage to see if Mint Mobile will work out for him?
The website
Clover
Mint Mobile app
Both, the website and application
When the billing cycle is over and the customer hasn't paid for the next one, what status will show up in the account?
Terminated
Provisioned
Cancelled
Suspended
When the account has been suspended when the customer does not make a payment within the next 60 days, what will happen?
The account will remain suspended
The customer will need to call us to reactivate the line
The account will be cancelled
He just needs to order a replacement
When is the only situation where the account in Clover will show up as Terminated?
When the account is suspended and the customer does not make a payment within 60 days
When we cancel the account manually for the customer
When the customer ports out to a different carrier
When the customer requests a refund
What type of SIM card does the customer receive and they order a replacement?
Orange SIM card
Purple SIM card
Either or
A SIM card with a plan
How long can I place the customer on hold?
2 minutes
15 seconds
5 minutes
10 minutes
What tool do you use to escalate a ticket to CRT?
Web form
Zendesk
Clover
Five 9
How long does it take to port a phone number over to us?
Up to 24 hours
Up to 48 hours
10 days
Up to 72 hours
When you try to enable WiFi calling and it says invalid E911 address, how can you resolve it?
File a ticket to CRT
Send the case to the supervisor
Tell the customer they cannot enable WiFi Calling
Try with a different address since that one is not registered on USPS data base
For what kind of population was Campus Sims created?
People from US
There is nothing called Campus SIMs
Lawyers
Students from another country
What kind of SIM cards do Campus SIMs users receive?
Orange SIM
They do not need a SIM card
They receive a phone
Purple SIM
Name the type of taxes that our customers pays when they purchase our service thru the website.
Consumption Tax
Progressive Tax
Capital Gains Taxes
Regulatory Recovery Fee & Sales Taxes
What is EMU/ETU?
European Monetary Union/European Teaching Union
Emergency Medical Unit/Emergency Training Union
Excessive Minutes User/Excessive Text User
None of the above
What is Clover and what can we do on it?
Is a tool that all customers have on their online account and they can manage it whenever they login.
Is a platform that we use to check if a phone is compatible with 4G LTE.
Is a platform used to check customer's account, check Port eligibility, Send replacement Sims, Check Port statuses, Add balances, PUK codes, Plan cycle, activation of replacement Sims, Change the phone number, ETC.
Is a platform used internally in order to change customer's plan, add data, purchase roaming, load wallet, etc.
Where can you check the rates to call to a different country?
The Mint Mobile app
There is no way to check that
The internal web form
The official website
If you need o escalate a situation for an immediate resolution from CRT, that tool do you use?
Clover
There is no option to do that
WebForm
Zendesk to file a ticket
How long does it take to have a resolution from CRT when we escalate a ticket to them?
Up to 24 hours
We cannot escalate tickets over Zendesk
We have immediate resolution
Up to 72 hours
If a customer calls in saying that received 3 SIM cards in the package but does not know which one to use since he misplaced the packages, what tool can you use to see each one of the SIMs and determine which one is which?
Web Form
Website
Clover
There is no way to check on the SIMs
If a customer calls in saying that has issues to call internationally and unfortunately is something you cannot resolve, what is the procedure?
File a ticket to CRT
File a ticket to PLD
FIle the ticket and assign it to the supervisor to be forwarded to PLD
Send a WebForm to CRT
PLD is a department that works with?
Roaming Issues
Network issues
International calling issues
All of the above
When the customer orders the SIM card and is brand new, what status will show up in Clover?
Provisioned
Active
Cancelled
Neutral
When the SIM card is in the process of being activated but for any reason the process has not been completed, what status will show up in Clover?
Neutral
Active
Provisioned
Terminated
How long can I place the customer on hold?
5 minutes
15 seconds
10 minutes
2 minutes
What is the status that we use to escalate a ticket to CRT?
Open
New
Pending
On Hold
If you need to request a reshipment or a replacement for the customer for free because of any given situation, how do you do it?
File a ticket and escalate it to Reshipment Request
On the web site
Escalate it to the supervisor so they send it to Reshipment Request
In Clover
If there is a failed to renew on the account, how do we resolve it?
Escalate the case to the supervisor
File a ticket to CRT
The customer will need to buy a new SIM card
Send a web form to CRT
Is the APN configuration needed for Androids when the customer cannot connect to his data or send SMS.
Manually guiding the customer to his phone settings, then turn off the data and proceed to do APN configuration located on the website.
Automatically going to an website and ask to the customer to enter that link on his APN configuration on his Device settings.
There's a configuration by just restarting the phone and then it will work immediately.
None of the above.
Is the APN configuration needed for IOS devices when the customer cannot connect to his data or send SMS.
Customers needs to go to a website named apnchanger.org, on that page they need to click on the second Purple box on the blue link, then just follow the instructions which will automatically configure APN settings.
Customers just need to reset network settings and then turn off i message of the iPhone settings.
Customer just need to do the configuration by themselves by texting to 6700.
None of the above.
This command will allow us to verify customer's IMEI number.
##004#
##67#
*#06#
##21#
Which steps we need to follow before starting any type of troubleshooting including Cancel Device Location or reset network settings.
Once the customer provides the phone# we will check on Zendesk the ticket history of the customer and just proceed to troubleshoot the device.
We just need to check the account on Clover and if all is fine we will proceed to do Cancel Device Location.
We need to verify the customer's account on Clover, check phone compatibility and Coverage, then ask for alternative phone number if all is fine on the account, coverage and compatibility so we can start troubleshooting steps.
None of the above.
Which are the steps before perform a Cancel Device Location, after we already know that all is fine with the account, coverage and device compatibility.
We just need to perform CDL once we already checked that all was fine with account, coverage and compatibility .
We need to educate the customer before performing CDL so he/she can remove the SIM Card first and then perform it.
We need to perform CDL when the customer calls in with the inconvenience he is having without checking any information on Clover or verifying the coverage and compatibility.
None of the above.
