Font size
WorksheetsSemester Exam Elsa Part 1
Total questions: 58
Worksheet time: 44mins
App that thanks our customers by hooking them up on a weekly basis
T-Mobile ID
T-Mobile Tuesdays
T-Mobile Money
T-Mobile Offers
What does BRP stand for?
Being Respectful Person
Best Resourced People
Billing Responsible Party
Beautiful Responsible Person
In Path to Resolution what is the first step?
Signature response
Greeting
Recap and Close
Fix It
What does OTP stand for?
One True Pair
One Time Pin
One Time Password
On Time Payment
What service will help customers when traveling internationally (non North America)?
Grand Central
Simple Global
Stateside International
Mobile Without Borders
In Samson, where would we see Line By Line charges?
Billed Charges
Agreement
Collections
Check Book
What’s the tool in C2 to see adjustment codes?
Credits form
Code it Right
Return it Right
Do it Right
If the bill cycle OPENS on the 7th, What day will the cycle close?
5
8
6
7
What does CPNI stand for?
Customer Proprietary Network Information
Customer Property Newly Information
Customer Professionalism Next Internet
Customer Properly Neatly Information
What is our go to resource on everything before we ask for help?
Bere
C2
Elsa
Minimum Pin/Password requirements
Anything customer wants to set up
8-20 characters with at least 1 number and 1 capital letter
Last 4 of SSN
6-15 non-sequential numbers
What are the Tex Pillars?
Greeting, Deepen the relationship, signature response, determine customer's needs, fix it, self-help, recap & close.
Team of Experts, T-Mobile Tuesdays, Simple Global & NetfilxOnUs.
Frontline first because customers are first, Results matter count on me to deliver, Be Bold Think Big Make a Difference, Play to win and have fun, Do it the right way.
Are our customers happy, Are our customers staying longer, Deepen the relationship with T-Mobile & Do it with less effort..
What is a PoP? (PA)
Proof of Payment
Pay On Payment
Scheduled Payment
Purchase of Payment
What is a "WO" Account?
Wrong Order
Wireless Offer
Willing Outsourcer
Write Off
What is EIP?
Equipment Installment Plan
Energy Impact Partner
Early Identification Program
Ethernet Internet Plan
Which of the following will help with DDC? (SELECT ALL THAT APPLY!)
Recurring Payment Arrangement (Card on File)
Payments made within 24hrs of the call
Proof of Payment (No Card on File)
Scheduled Payment (Card on file)
Can you take a One-Time payment in Samson?
Yes
No
Customer made 2 different payments but only 1 posted to account, is the 2nd payment Missing or Misapplied?
Missing
Misapplied
In Path to Resolution what should be in the middle happening in every segment of the call?
Deepen the Relationship
Signature Response
Fix It
Self-Help
True or False. Pin/Passcode can be updated by an Authorized User.
True
False
What service helps when customers are calling internationally while in the US?
World Class Rates
Simple Global
Mobile Without Boarders
Stateside International
What's the max number of lines you can have in T-Mobile ONE, TM1TI2 rate plan?
12
8
9
2
What's the TOTAL max amount of days that a Payment Arrangement can be extended for, on an Active account?
14
21
7
28
What is bill Arrear?
MRC is billed and due at the beginning of the billing cycle
MRC is billed at the beginning of the billing cycle and is due within the same billing cycle
MRC is billed and due after the bill cycle is closed
MRC is billed at the end of the billing cycle and is due the next billing cycle
True or False. C2 has a doc that shows how to make a Peanut Butter Jelly Sandwich?
True
False
What is the cost of a mobile number change?
$5.00
$10.00
$15.00
$30.00
What Does PAH stand for?
Property Account Holder
Primary Account Holder
Proprietary Account History
Primarily Always Hating
Whats the cost of a sim card?
0.00
8.00 + tax
15.00 + tax
25.00 + tax
What is bill Current?
MRC is billed and due at the beginning of the billing cycle.
MRC is billed at the beginning of the cycle and due within the same billing cycle
MRC is billed and due after the bill cycle is closed
MRC is billed at the end of the billing cycle and is due the next billing cycle
When an and upgrade or activation is completed mid-cycle, will an EIP be pro-rated?
Yes
No
What must a customer do in order to qualify for a Payment Arrangement if they are 31+ days past due?
Pay the full past due balance. Once they are current, they will be able to set a payment arrangement
Customer will automatically qualify for Payment Arrangement, no additional steps needed
Must pay the past due balance that is in the 31-60, 61-90, and 91+ buckets to be eligible for a payment arrangement
Nothing can be done at this point. If customer is 31+ days past due they will not qualify for Payment Arrangement no matter what
What is it called to give a statement after a customer has expressed their issue?
Concern
Signature
Restate
Signature Response
How many Pillars make our guiding principles?
4
2
3
1
What’s the tab in Samson that shows rate plans and features?
Financial
Profile
Agreement
BAN Profile
What Does P&L stand for?
Profit & Loss
Profitable & Linear
Painful Loss
Play & Lose
Which one of the following is an Mi line?
Digits
Tablet
HotSpot
All of the Above
What do you need to verify to get access to an account?
Mobile Number, BRP / Authorized User, Pin / Passcode
Account number, PAH, Pin / Passcode
Social Security Number and 6 Digit Pin
PAH, las 4 of SSN and OTP
Customer is 23 days past due, is currently suspended and is wanting to set up a 2-part payment arrangement. How many days can we push the first installment for?
14
7
21
28
How much does T-Mobile charge for payment arrangements when a Representative sets it up on behalf of the customer?
$0.00
$8.00
$15.00
$10.00
Will you be able to view customer's information if verification is bypassed?
Yes
No
What is our LAST resort offer after checking its available (visual audit) for customers who are having issues with a large bill ($400.00+)
Recurring Payment
Proof of Payment
Extended Payment Schedule
Scheduled Payment Arrangement
Can a Simple Choice Plan have NetflixOnUs?
Yes
No
What does DDC mean?
Don't Do Crimes
Delinquent Dollars Collected
Delinquents Don’t Collect
Delinquency Doesn’t Change
If the bill cycle CLOSES on the 7th, What day does the bill cycle open.
8
5
7
6
How much does T-Mobile charge for mobile number changes?
0.00
8.00 + tax
15.00 + tax
20.00 + tax
What section in QuikView shows customers past due bal, billed charges, adjusments and payments?
Billed Charges
Checkbook
Manage Account
Payment History
Which type of credit impacts the balance immediately? (Select all that apply)
BAN Level Adjustment
Missing Payment Adjustment
Subscriber Level Adjustment
Charge Level Adjustment
True or False. Customer is 8 days past due and has been suspended for First Payment Default. Customer qualifies for Payment Arrangement because they are only 8 days past due.
True
False
Are insurance features Subscriber or Ban level socs?
BAN Level Soc
Subscriber Level Soc
What's the TOTAL length of days a Proof of Payment can be extended for?
10
28
14
7
True or False. A new Payment Arrangement can be set up after a previous Payment Arrangement has failed. (Within 30 days)
True
False
What is a mid-cycle change that generated a charge?
Mid-Cycle Change Charge
Partial Charge
Charge Change
Pro-Rated Charge
What system do we use to add lines?
Dash
QuikView
Grand Central
Avaya
In order for this information to be released you must send a One Time Pin.
Sim Unlock Code
Billing acct name
Account number
IMEI
In Path to resolution what should we always do in every segment of a call?
Fix it
Signature Response
Deepen The Relationship
Self-Help
If a store rep takes a payment on the wrong acct, is the payment Missing or Misapplied?
Misapplied
Missing
Short code that displays IMEI
#225#
#932#
*TUNE
*#06#
How much does a customer get charged per bill reprint after the first free reprint?
$0.00
$1
$10
$5
