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WorksheetsMy Strong Team
Total questions: 43
Worksheet time: 24mins
Darren contacts T-Mobile to make a payment. Which of these is necessary advisement?
There is a payment support fee.
You can't take partial payments.
Payments should be made through the app.
Advise the Customer to hung up.
Which payment method can take 10 days to post?
Mailed checks or money orders
Payments through My T‑Mobile
Payments made at a retail store
Payments made via the T‑Mobile app
"I activated service four days ago. I just got my bill, and I am stunned by how much I have to pay. This is not what I was expecting!" What would be your strategy for responding?
Give a Signature Response.
Find the root cause.
Explain bill charges in detail.
Just dance with your co-expert.
When can we accept a card payment without a 3-digit CVV?
Prepaid credit
Debit cards
When the billing name matches the PAH
You can type "000" in the CVV field if needed
"I'm already past due and now you want to charge me money to give you money?!" How would you respond?
"I get it. I like to know what I'm paying for. This fee helps us cover the personal assistance in setting up the payment arrangement. The great news is we gave you the ability to set up a payment arrangement for free using the T-Mobile app."
"We implemented this fee to help cover the operating expenses we incur for having to personally assist you with setting up the payment arrangement. The great news is that you have the ability to set up a payment arrangement for free by using the new T-Mobile app."
"I understand your concern about the new payment support fee. We implemented this fee to help cover the operating expenses we incur for having to personally assist you with setting up the payment arrangement."
I know that you cannot make this payment so you can hung up and I'm going home now.
"My name is Angela. I just joined and got my first bill. It is not what I was expecting—it's so high!" What is the best Signature Response?
"Thank you for choosing T-Mobile and welcome to the T-Mobile family, Angela! I am an expert in billing, so I'm eager to work with you to make sure your bill is accurate. Let's start off by looking at your billed charges. Was there anything in particular that stood out to you?"
"Angela, I understand how confusing our bill can be when you first receive it. I am an expert in billing, so I'm eager to work with you to figure out what's going on with your bill. Let's start off by looking at your billed charges."
"Angela, thank you for choosing T-Mobile and welcome to the T-Mobile family! I know it can be a shock when you get your first bill. There are many items included that it can be confusing."
Hi Angela, Thank you for your time for calling us here and I'm eager to work with you. I know it can be a shock when you get your first bill, No worries I's here for you as your Billing expert let's us find out where is this charges came from so that we can resolve it.
A Bill Current customer wants a same-day cancel on a line.
What should you advise them?
Your next bill will reflect pro-rated adjustments for the line being canceled today, for the remaining days in your billing cycle. It will also include any one-time charges and usage through today.
The canceled line will not be billed on your next billing statement with the exception of any usage or one time charges incurred through today.
Your next bill will include pro-rated charges for usage through today for the line being canceled. It will also include any one-time charges and usage through today.
You will be charged on your next bill for the canceled line, along with any one-time charges or usage incurred through the end of your billing cycle.
What is a trigger statement?
Indicates the customer needs to upgrade their device or plan.
Causes the customer become frustrated or upset.
Indicates the customer may be thinking of canceling or porting out.
Reminds the customer of a problem with their service.
What charges must suspended customers pay, regardless of suspension type?
Remaining active lines
MRC
Insurance
EIP
Brent reports a found T-Mobile phone in an Uber vehicle. You thank Brent for contacting us. Brent wants to know what should be done with it. What do you tell Brent?
Tell Brent he's free to keep or sell it.
Ask Brent to bring it to a direct T-Mobile location.
Ask Brent to turn it in to Uber.
Send Brent a shipping label.
"Currently, my device is from AT&T. It doesn't seem to work as well or have all the functions on your network as I had with AT&T." How would you save this customer?
Position the value of what the customer gets from JUMP!/EIP.
Look for ways to save the customer money with a better rate plan.
Look for an available device promotions that would meet the customer's needs.
Refer the customer to AT&T to troubleshoot the device.
Which payment method provides near-instant confirmation?
Online bill pay
Mailed checks or money orders
My T‑Mobile
Retail store payments
"Device Return Status"
Tracking numbers should never be used as proof of receipt.
We cannot verify what is in the received package and whether it is the correct (a) .
Samson Steps: Add device feature (SOC)
1.From the Agreement tab, click the Device SOC.
2.Click the All Device SOCs button to display all SOCs.
-Only reps in Customer Care, Customer Loyalty, Special Account Care, HBRM, Business Care/National Accounts, (a) , and senior reps and above will see the All Device SOCs button active.All other profiles see the button grayed out. Only reps in Customer Care, Customer Loyalty, Special Account Care, HBRM, Business Care/National Accounts, Activations, and senior reps and above will see the
-All Device SOCs button active. All other profiles see the button grayed out.
3.Right-fit customer based on their needs and device type. Select the proper SOC based on your right-fitting.
4.If needed, select the Handset SOCs button to reset the Phone Information to the device listed on the account in Samson.
Which rate plan does not include taxes?
T-Mobile Magenta Voice
T-Mobile One
T‑Mobile Essentials
T-Mobile Magenta Plus
Kwan contacts you regarding an upcoming Eastern European tour and is concerned with potential roaming charges. What is the best way to help Kwan's concerns?
Explain how to manage roaming charges in non-Simple Global countries.
Ask Kwan to list each country so you can look it up.
Walk him through how to check it online.
Direct Kwan to t-mobile.com/coverage/roaming.
Compare the included features from the Magenta Plus plan with the Magenta Voice plan. How are they different?
Simple Global
Netflix On Us standard 2-screen subscription
20GB of 4G LTE smartphone mobile hotspot
Taxes and fees are included
Patrick is spending a week on Ascension Island, a non-Simple Global country, and plans to use his device to text his girlfriend in the U.S. How will he be charged for the messages?
He will be charged at the country's text rate for each text sent and each text received.
He will be not be charged at all because Simple Global countries all have unlimited texting.
He will dance and go crazy outside.
He will be charged for texts sent, but texts received will be deducted from the customer's domestic texting plan’s allotment.
Which payment method provides near-instant confirmation?
Online bill pay
Retail store payments
My T‑Mobile
Mailed checks or money orders
When should callbacks be scheduled?
Between 9 a.m. and 8 p.m. in your time zone.
Between 9 a.m. and 8 p.m. in customer's time zone.
Use your device to call them any time.
Whenever you're sure the customer will be home.
In which system do we set up same-day Follow-up calls?
Outlook
C2
Grand Central
Samson
A customer from Colorado wants their 19-year-old son added to their account as a BRP. They want their son to manage the account while they're away. Why was the request declined?
His son isn't old enough to be a BRP
An account can only have one BRP
They have to send a Letter of Fiscal Responsibility first
BRPs can't be related
What should you collect before placing an outbound call?
Verify the Community ID in ATLAS.
Enter the customer's 10-digit mobile number.
Verify the customer's first and last name.
Enter ACW and dial VDN 63510.
John just finished helping Tara (the BRP) set up Kevin as an Authorized User in Atlas. Tara has not designated Kevin's line as a Full User on My T-Mobile. What channels can Kevin make changes through?
All permissions except Voice
Voice, Messaging, and Social
Voice only
I dont care
When must a BRP go to a retail location to add an Authorized User?
When the BRP can't remember the PIN/Passcode
When there is a recent SIM change
When the BRP contacts the retail location
When the Authorized User is under 18
Which plan allows three claims per 12 month period?
AppleCare Services
Warranty Exchange
Basic Device Protection
Protection <360>
Which feature provides these benefits?
Password manager
Dark web personal data scan
Lost Wallet service
$1 million identity theft protection
McAfee Security + JUMP! On Demand
Lookout Mobile Security
AppleCare
Protection <360>
Marissa's phone is lost and decided to suspend the account. What will happen after a full bill cycle?
The line will be canceled automatically.
The line will be reactivated automatically.
The device protection will be auto-removed.
The device protection will be auto-renewed.
T-Mobile partners with Assurant to provide Protection <360>. Which Protection <360> services does T-Mobile cover?
Screen protector replacement
In-warranty and extended warranty claims
Accidental damage
JUMP!
Loss or theft of a device
Brent reports a found T-Mobile phone in an Uber vehicle. You thank Brent for contacting us. Brent wants to know what should be done with it. What do you tell Brent?
Tell Brent he's free to keep or sell it.
Ask Brent to turn it in to Uber.
Ask Brent to bring it to a direct T-Mobile location.
Send Brent a shipping label.
(a) is the service that T-mobile offers so that the customer can call to Canada & Mexico.
(a) is a feature that unable customers to call other countries from within USA.
What is FamilyMode?
It controls devices connected to the home Wi-Fi network.
It's an all-in-one solution to digital online parenting.
It enables management of messages, downloads, minutes and data on a device.
What feature does FamilyMode not provide?
Manage data usage
Provides devices usage reports
Stateside International
Manage voice & text usage
Brent reports a found T-Mobile phone in an Uber vehicle. You thank Brent for contacting us. Brent wants to know what should be done with it. What do you tell Brent?
Tell Brent he's free to keep or sell it.
Ask Brent to bring it to a direct T-Mobile location.
Send Brent a shipping label.
Ask Brent to turn it in to Uber.
When you cancel the service, the monthly credit will (a) .
Why does restarting the device often fix problems?
It deletes apps that are not running correctly.
It clears memory, apps, and conflicts.
It moves media files to the cloud.
It backs up system files.
Root Cause Basics
Customers in a small geographic area are complaining about reduced or lost cell coverage.
What Root Cause category does this problem likely fall into?
Device
Account
Network
How can we deepen our relationships with our customers?
Consider why they contact us.
Encourage them to contact us often.
Use "hard sell" tactics to push our products and services.
Imagine that you bought a fancy new toaster. You bring it home, pop in some bread...and nothing happens. You think to yourself?
"Maybe it's broken."
"Maybe I need to change the settings."
"Maybe the electricity is out."
"Did I forget to plug it in?"
Resources that will fix the issue.
Which of these are troubleshooting scenarios?
You try to close the refrigerator door, but it won't shut.
You can't find your car keys.
You get an error message when you enter a search in Google.
The website for an auto shop says they close at 6:00. You arrive at 5:30, but the shop is closed.
You fill the sink with water. When you pull the plug, the water doesn't drain.
Who will be your support?
Coach Otep
Coach Omar
Trainer Chad
Trainer Train
Mentors
Do you enjoy your PST Training?
Yes
No
