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WorksheetsFinal Review
Total questions: 60
Worksheet time: 2hrs 32mins
Where in Grand Central can you get a quick view of Root Causes categories?
Summary
The Fix
Service Request
Linda is a new customer. She already setup her T-Mobile ID and her GSM line is linked.
What is the next step Linda needs to take to use My T-Mobile?
She needs to assign Primary Account Holder (PAH) access.
She needs to restart her device.
She needs to go to Secure Checkout.
You completed a Change of Responsibility (COR) with Customer Care, but the EIP balance was not transferred to the new BAN (Billing Account Number).
Which of the following may have happened?
The e-Signature process was not completed.
The customer did not accept the transaction within 96 hours.
The customer's personal computer malfunctioned.
No memo was generated for impacted accounts.
As you process Karen's exchange she says: "Drive to the store? Are you kidding me? I don't have time for that!"
You consider whether you should offer to override the In-Store Fulfillment requirement for Karen.
How might this override affect Karen?
The override would make it more likely that Karen would be charged a fee.
It would make Karen's life easier! There is no disadvantage to offering this solution.
At the store, Karen would have more chances to shop for accessories.
It would make a positive, convenient outcome more likely for Karen.
Which must a customer do to be able to use DIGITS?
Set the PAH to the voice line
Sign up for Autopay
Acquire an eSIM.
Erin would like to add a new line to her existing account. She has an unused T‑Mobile SIM card and an LG device. She plans to transfer a number in from AT&T wireless.
What would you do to help this customer?
Complete the AAL in DASH
Transfer the call to the New Activations and Virtual Retail Support Team
Inform the customer of the Discount Match program
How can we serve our customers with the technical details of the mobile internet?
Focus on solving their issues and giving them the best possible user experience. They don't need to know the technical stuff.
The more they understand about their devices and networks, the better. It's our job to educate them.
Give them as much technical information as they need to understand what you're doing to help them.
What is the Buyer's Remorse Period to cancel an account for Ship to Channel, assuming all devices have been returned within the Device Return Period?
20 days
14 days
30 days
A customer needs help determining which DIGITS is right for them.
What is the easiest way to help the customer?
Use the Choose your DIGITS tool
Discuss each DIGITS with the customer to see which one they like best
Direct the customer to the DIGITS app for self-service
How should you unlock an iPhone that has both a SIM card and an eSIM?
Submit one unlock request via Grand Central
After the customer uses an app to unlock the SIM card, submit an eSIM unlock request.
Submit an eSIM unlock request. The SIM card comes unlocked
These phones cannot be unlocked.
As part of your resolution to a customer's issue, you decide to offer a self-help option that you know also promotes positive revenue growth and helps to deepen the relationship with T-Mobile.
Which of these self-service options would best align with that goal?
AutoPay
T-Mobile app
My T-Mobile
Under the rules of Protection <360>, how many claims can a customer file per year?
3
2
1
For a BAN-to-BAN move where the destination BAN is a new activation requiring a deposit, when is the deposit due?
At the time of activation
The due date of the customer's next bill
At the time of the BAN-to-BAN move if the account is Bill Current
The due date of the customer's next bill if the account is Bill Arrears
Before you take the payment, what should you be sure to do when a customer contacts you to pay by credit card?
Advise them of the $10 payment support fee
Tell them they must use My T-Mobile to pay by credit card
Read the Terms and Conditions for Payment to them
To get near-instant confirmation, which payment method should you use?
My T‑Mobile
Online bill pay
Retail store payments
Mailed checks or money orders
Tristan is planning a trip to Sweden and wants to know how to dial back to the U.S. while he's abroad.
What dialing pattern should he use?
+1, the area code, and the number
The area code, the country code, and the number
The area code and the number
Root Cause Basics
The customer complains about freezing, crashing, or impaired functionality.
Which root cause category does this problem fall into?
Device
Network
Account
What does it tell you about this customer's account?
This customer is not eligible for a payment arrangement.
This customer is eligible for a payment arrangement.
This customer's account has been suspended for payments that are past due.
A coworker says to you, "I'm supposed to provide a CBR number for this account. Do you know what that is?"
What should your response be?
"It can be a toll-free number, a T-Mobile number, or a landline."
"The CBR is always the customer's T-Mobile number."
"The CBR is a number that a different mobile carrier owns."
You are completing an add-on activation.
Where would you add a credit card number for validation in Samson?
Click New Sub on the left margin to begin the Add-on Activation
Click CR Class in the Agreement Tab to confirm the customer's credit class
Click the Device Activation Type from the Profile Tab
Siobhan opens a new account over the phone and orders the iPhone XS. Fifteen days later, Siobhan reconsiders and wonders about canceling the account and return the device.
Can Siobhan still cancel the account?
Yes, Siobhan has 20 days.
No, Siobhan had 14 days.
No, Siobhan had 7 days.
Tom wants to add a line to his T‑Mobile account. He just bought a refurbished iPhone X, but he doesn't have a SIM card.
What would you do to help this customer?
Complete the AAL in DASH
Complete the AAL in ATLAS
Complete the AAL on the MyDIGITS Portal
Jon contacted you regarding his Magenta plan. He wants to be able to use GoGo in-flight his upcoming travel.
What option would work best for him?
Gogo Inflight app
T-Mobile International Data Pass
T-Mobile 24 Hour Global Pass
In what important way does T-Mobile provide value?
Our network
Our devices
Our customer service
You need to search for a returned device in the OOW Device Image Lookup Tool.
What is often the quickest way to do this?
RMA #
Tracking #
IMEI
Mobile #
Order #
"Apple Pay on my Apple Watch means I have one less thing to carry at the club."
How would you characterize this statement?
It describes a benefit.
It describes a feature.
It describes a service.
Which of these protection plans does T-Mobile currently offer?
Basic Device Protection
Protection <360>
Device Protection
Premium Device Protection
Assurant Premium Handset Protection
"Hello, I am trying to change a SIM card for a customer, but the system won't let me," a dealer tells you. "Can you do it?" There are no documented issues directing you to change the card.
What should you do?
Report the dealer by filing an incident report
Make the change
Ask to speak to the customer directly
Which of the following statements indicates a customer might have a data issue?
"I can't stream videos."
"I can't get Google Maps to work."
"I only have one bar."
"My screen keeps freezing."
A customer claims their payment posted to an incorrect account. They can only verify the intended account, but they give you both account names and the amount of the payment.
How should this issue be classified?
As a missing payment
As a misapplied payment
As a refund
This issue requires no action
Which of the following should you remember to add on an account when making a rate plan change?
The required data features
The NODATA SOC
Grandfathered options from the prior plan
An Assurant agent contacts you.
"I'm getting in touch with you on behalf of a customer named Javier Hernandez," the agent says. "Can you please provide his address so I can match it to my data?"
What should your response be?
Politely decline the agent's request.
Send a One Time PIN to the agent
Request the customer's Passcode or PIN from the agent.
Check your records to find out whether the agent is the BRP on the account
"Why would I want to pay my Restore Fees up front?" a customer asks you.
Which of these responses accurately explains how this action benefits the customer?
"It will keep your bills simple and predictable."
"If you pay up front, you'll get a discount on the Restore Fee."
"If you pay up front, your service will resume more quickly."
When should you use this button in the Return it Right tool?
You are documenting the steps you've taken during the troubleshooting process.
You need further assistance during the returns process.
You are looking for the current policy regarding a return.
What steps should you take to search for and add accessories in DASH?
Add accessories by compatible device
Add accessories by SKU
Add accessories by IMEI
Thomas reaches out because he is unsure of his coverage during his forthcoming trip to Guantanamo Bay. You first ask him follow-up questions regarding his plans while there. You do a visual audit to verify that his phone is capable of international roaming and roaming is available and set up correctly on his account. You then wish him a safe journey and end the contact.
What step did you miss that might make Thomas have a rough journey?
Check for Simple Global rates and coverage in Guantanamo Bay
Add the #ROF# code to his account
Check his rate plan
How much must this customer pay in order to be eligible for a payment arrangement?
The amount that is more than 30 days past due.
The entire past due amount.
The amount that is 1 to 30 days past due.
Joyce heard about the JUMP! On Demand program and wants to know more.
What is true regarding this program?
Premium Device Protection is not included with JOD
A JOD device can be unlocked if the customer is traveling internationally
Customers cannot complete a JOD upgrade using the T-Mobile app.
JOD device balances can be transferred to a new account.
Phil asks to add two new lines to his existing T‑Mobile account. He is qualified for four more lines without a deposit. He does not have SIM cards or devices, and he would like to buy the devices using EIP.
What should you do to help this customer?
Complete the customer's request in DASH
Transfer the customer to the New Activations and Virtual Retail Support Team.
Complete the customer's line request in DASH, and then transfer him to the New Activations and Virtual Retail Support Team to purchase his devices.
Which system requires manual migration to move a customer to a tax-inclusive plan?
Samson
ATLAS
Neither
What can help you to deepen your relationship with customers?
You can use your product knowledge to match each customer's needs.
You can give more product discounts than others.
You can solve customer problems more quickly.
Patrick would like to activate a brand new account with T‑Mobile. He doesn't have a SIM or a device, and he has never had service with us before.
What would you do to help this customer?
Transfer the customer to the Closed Loop Team
Add the line in DASH and then add the device
Add the device in Samson and then switch to DASH to add the line
You're helping a customer make a rate plan change.
When should you walk the customer through the guided self-help so he can see the changes in his bill?
Before ending the conversation
At the beginning of the conversation
After you've offered the PlusUp add-on
Carlo has been paying the bill for Mickey's phone line. Mickey is going to take over responsibility for the line.
Which of the following are true under the COR process?
Carlo is the Existing Customer.
Mickey is the Potential Customer.
Carlo can release the line.
Mickey is the Existing Customer.
Mickey can release the line.
They are looking for a sympathetic approach to resolving their issue.
Feeler
Entertainer
Controller
Thinker
They are looking for you to provide answers that are personal to them.
Feeler
Entertainer
Controller
Thinker
They are looking for you to take ownership of the issue and resolve it immediately.
Feeler
Entertainer
Controller
Thinker
They are looking for an explanation of steps that will be taken to resolve an issue.
Feeler
Entertainer
Controller
Thinker
A customer's account shows as past due, but the customer reports the payment cleared their bank account. You discover the payment posted to a second account in the customer's name.
How would you classify this payment?
A misapplied payment
A missing payment
An unauthorized payment
A transferred payment
How do the features listed for the Magenta Voice plan differ from those listed for the Magenta Plus plan?
Netflix On Us basic 1-screen subscription options are available with the Magenta Voice plan. It's a standard 2-screen subscription with Magenta Plus plan
3GB of 4G LTE smartphone mobile hotspot comes with the Magenta Voice plan. 20GB of 4G LTE Smartphone mobile hotspot is available for Magenta Plus plan
Taxes and fees are included with the Magenta Voice plan, as well as the Magenta Plus plan
Payment methods have different rules and restrictions. Consider these restrictions:
*Not available for prepaid customers
*Not supported in retail locations
*Can't be used with foreign bank accounts
*Can't be used by No Credit Check customers
Which payments are restricted by all of these?
Electronic Check Payments
Prepaid credit card payments
Debit card payments
When is a move authorization required for a BAN-to-BAN move?
When the account moves from one Social Security number to a different SSN
When the account keeps the same SSN or Tax ID
For all account moves, whether the SSN or Tax ID changes or not
You need to find out whether a customer's device is still under warranty.
Where should you look for information about the warranty period?
Check the Warranty Lookup Tool
Go to The FIX in Grand Central
Find the information in C2
Go immediately to Samson
What market is Carrier Freedom available to?
All markets in Care
Metro by T-Mobile
On-Demand Mobile Internet Plans
Although you completed validation and condition checks for your customer's exchange device and a retail store accepted the device, it is found at the T-Mobile Return Center to have liquid damage.
How is the exchange handled now?
The customer is charged an OOW fee.
The exchange order is canceled and the device returned to the customer.
A replacement device is sent to the retail location.
The device is repaired and returned to the customer.
A customer asks why you need verification information.
What do you say?
Determine access to account information
Protect against misuse of their Proprietary Network Information (CPNI)
Protect against misuse of their Personal Identifiable Information (PII)
Determine Payment Arrangements
Track their mobile usage
Which factors impact the customer's collection path if they have a delinquent account?
Balance
Previous payment history
Behavior score
Bank credit score
Account memos
In which of these situations would you need to create a second token?
You need access to a different mobile number than the one you created the first token for.
Your token expired after the 15 minute window and you need a new one.
You need masked PII and CPNI for an already-verified customer to avoid fraud.
Why does T-Mobile offer blocking features?
They can help customers avoid unwanted charges.
When used properly, they protect customer privacy.
They make customers contact T-Mobile more often.
Your customer requests a refund of her $29 credit balance. She canceled her service 3 weeks ago.
What should you do in this situation?
Tell her when the refund will process.
Submit a Payment Refund Form.
Tell her no refund can be provided.
Offer to apply the $29 to future purchases.
