WorksheetsRefresher
Total questions: 47
Worksheet time: 25mins
A Carrier Freedom reimbursement is received after how many days?
For AT&T, Verizon, and Sprint, it takes 15 days after submission approval; for all other carriers, it takes 25 days after submission.
For AT&T, Verizon, and Sprint, it takes 25 days after submission approval; for all other carriers, it takes 15 days after submission.
For all carriers, it takes 30 days after submission approval.
For all carriers, it takes 60 days after submission approval.
Some customers might be denied an ETF reimbursement.
Why?
The customer's submission was incomplete.
The account was not in good standing.
A copy of the final bill was not submitted by the customer or the image was unclear.
The number for the customer was not ported to T-Mobile.
The Promo Dashboard currently shows what?
Service promotions after February 2018 starting with the 2018 Add One Line Get One Line offer
Current Offers
EIP loans
On Demand Lease
The Promotion Dashboard helps reduce customer effort.
How?
Provides the customer with a path to resolve the issue on their own
Provides you with a reference point as you assist customers
Provides a complete resolution path
Provides a car
Andrew signed up for AutoPay last month, but he has yet to see a discount.
What would be a helpful probing question in this scenario?
Approximately how much of a discount were you expecting?
When did you call about this issue?
Were you alerted that you would receive a discount?
Can you tell me when the promo was supposed to start?
When the resolution of a bill recalculation call becomes a negotiation, whose interests are you serving during the negotiation?
T-Mobile's revenue goals
T-Mobile employees and the customer
T-Mobile, and T-Mobile's revenue goals
The customer, T-Mobile, and T-Mobile's revenue goals
When customers ask for Courtesy credits, should they all be handled the same?
No, every customer and situation is different.
Yes, adhere strictly to the situation descriptions in C2 and other training.
Yes, unless you encounter an unusual situation.
No, consistency is an unreasonable expectation given the combinations of issues that arise.
When should you turn to Un-carrier moves to resolve customer issues?
In situations where C2 doesn’t apply
When we have an opportunity to increase customer confidence at the same time that we resolve a customer problem
When the customer doesn’t accept C2 instructions
When we provide carrier moves
A customer is irate and claims, “I don’t want to negotiate.”
What should you do?
Respect their wishes and follow C2
Review with them how you will resolve the issue and close the call.
Put the call on hold to do a Visual Audit
Encourage them to let you show how options might benefit them.
Businesses have many opinions about negotiation.
For T-Mobile, what does negotiation mean?
Inducing a customer to retreat on initial claims
All of the Above
Exploring shared and opposed interests with customers to reach mutually beneficial agreements
Communicating to a customer, step by step, what is allowed by C2 instructions
A same-day payment starting at 20% is a requirement for which kind of payment arrangement?
Hardship Payment Program
Payment arrangement
EIP
JOD
A customer made a payment in their local T-Mobile store. They just realized that the payment was applied to their EIP balance and wants it refunded.
What should you do?
Tell them payments made in-store can only be refunded in-store.
Complete a Payment Refund Form for the payment.
Reset the EIP balance and credit the payment to her regular bill.
Ask for leadership approval
Where is the HPP eligibility icon located?
Samson
ATLAS: Launchpad > Future Dated Payments
C2: EPS Calculator
Grand Central: Tools
Which issue might result in a collection hold?
Billing dispute
Payment arrangement
EIP balance
Cancellation
A customer does not want to overdraw their checking account, so they ask to withdraw a Future Dated Payment.
What do you say to the customer?
"I apologize, but future dated payments cannot be removed."
"I can remove the payment, but you'll be charged a Withdrawal Fee."
"Yes, I can definitely remove the payment, but it may suspend your account."
"I understand how you feel let me check the best option available for you"
When can customers change their Future Dated Payment?
When they have to change the payment method
When a previous attempt has failed
When they want to avoid the $10.00 Payment Support Fee
When they want to
What is the benefit to customers if they are using AutoPay?
Faster pay off EIP
Helps them pay on time and avoid fees, plus gives a discount on the bill.
Automatic updates of customer information
Customer will get the chance of winning a house and lot
What is the easiest/most accessible self-help option to customers?
T-Mobile app
AutoPay
My T-Mobile
T-Mobile Tuesday App
Which C2 document can help you determine your customers' options based on their account status and how many days they are past due?
Payment Arrangements
Stored payment methods
EIP payments & disputes
Autopay
A customer contacts us and says: "I need more time to pay my bill."
What does the customer need?
Change the date of a payment arrangement.
Create a payment arrangement.
Submit an EIP payment.
Purchase a device
A customer needs to speak with an Expert, and decides they would like to be contacted at a specific time that is convenient for them.
How can they schedule a time for a callback?
By visiting the Contact Us page on the T-Mobile app
By calling and speaking with an Expert, then asking to be called back later
By calling T-Mobile and asking to be placed in line to get a call when it's their turn
By calling you
What process should a customer follow when they want to speak with an Expert?
Say representative.
Press 1 to speak with a representative.
Stay on the line for a representative.
Dial *729#
You've crafted an effective signature TEX greeting.
What characteristics are present in your greeting?
Saying that its a Party in the USA
Demonstrates energy and willingness to help
Telling them to have a lovely day
Mentions something about the Team of Experts
What are some of the reasons our Team of Experts is famous for Care?
Team members are committed to solving problems for customers, no matter how long it takes.
Team members are experts in both account management and technical support.
Team members uphold the TEX Pillars by working with customers to form relationships.
Team members should wear magenta shirts
T-Mobile is famous for Un-carrier moves, which can be divided into the categories of Services/Features, Devices, and Customer Experience.
Where does Carrier Freedom fall within these categories?
Devices
Customer Experience
Services/Features
Family
What happened in 2013 to mark the beginning of the T-Mobile Un-Carrier Movement?
Simple Choice and the end of contracts
Carrier Freedom and the offer to pay off customer contracts with other carriers
Simple Global and its amazing international roaming rates
The addition of Netflix On Us
Which behavior best fits the TEX Pillar Deepen Their Relationship with T-Mobile?
Introduce customers to products and services they get just for being part of the T-Mobile family.
Personally resolve the customer's issue of first contact.
Make a personal connection with the customer.
Ask questions that are relevant to the customer.
What should you do along every step of the Path to Resolution?
Direct the customer toward Self Help.
Deepen the relationship with the customer.
Thank the customer for choosing T-Mobile.
Call the customer by their Last Name
You have helped a customer by developing a tailored resolution to fix their problem.
What is the next step in the sequential path to resolution?
Determine the customer's needs
Recap and close
Fix it
Self-help
You use the Questions or feedback? Tell us and let us know C2 to ask a question.
How long do you have to check the answer before it is removed?
About a month
About a week
About 48 hours
About 3 days
A customer has recently moved to Seattle and wants a new number with a 206 area code.
After congratulating them on their move, what should you say?
"I can take care of that for you."
"I'm sorry—we can't provide numbers with specific area codes."
"Let me see what I can do."
"I'm sorry—I have no way of looking up available numbers from specific area codes."
A customer changes their mobile phone number.
What do you tell them?
Unsaved voicemails may be lost.
A new SIM card will be required.
Call records will no longer be available.
The change may take 2-4 hours to complete.
Only the PAH can change a mobile number.
A customer changes their mobile number.
When would a change fee appear on the next month's billing statement?
When the change is future-dated
When the customer requests a vanity or custom number
When all such fees are posted to the account for billing
When the payment will be made by credit card
What can you do if a customer requests a change to an in-state mobile number?
Use the Mobile Number Query tool to check for available numbers.
Change the number.
Politely decline the request.
What can social engineering be used to do?
Manipulate people
Spread fake news
Break into networks
You are working with postpaid accounts. You notice that some of these accounts do not have Social Security numbers associated with them.
What is the best way to verify these accounts in ATLAS?
Use One-Time PIN (OTP) procedures or biometric verification.
Use One-Time PIN (OTP) procedures and enter 0000 as the last four digits of the Social Security number.
Enter 0000 as the he last four digits of the Social Security number. There is no need to use OTP.
You are working with suspended, ladexed, and canceled accounts.
What is the correct way to send a One Time PIN (OTP) to these types of accounts?
You cannot send an OTP because these accounts are not set up to receive them.
You can go through SMS to any eligible line on the account
You can use either a paperless billing email address or a T‑Mobile ID.
You can go through SMS to whatever line the customer is using to contact T-Mobile.
You have successfully created a Token, and you want to use it to access the account in other systems.
How can you do this?
Open the other system after waiting 2 to 3 minutes.
Just double-click on the Token.
Go to the dropdown menu and select the system you want to use.
Paste the Token into the Search box of the system you want to use.
After creating a token for an account, you sent a OTP for additional verification.
Which step should you take if you want to see the account in a second system?
Go through the verification process a second time
Exit the second system, open it again, and then log into it again.
Open the second system and paste the token into it.
Create a new token instead of reusing the one you just made
"Let me give you my new billing address," a customer tells you. They give you a post office box number.
Why doesn't T-Mobile allow customers to use a P.O. box as their billing address?
T-Mobile cannot ship devices to post office boxes.
The account must be taxed as the law requires.
T-Mobile uses Megan's street address to help verify her identity.
What information you can provide to an Authorize User once the account has been verified?
Past due balance
Account Number
Phone Number
Billing Address
How many installment are there in recurring payment arrangement?
2
1
14
10
What is BRP stands for?
Billing Responsible Party
Billing Revenue Profit
Billing Responsible Person
Bill Ravena Puppy
Where would you create a follow up?
Grand Central
Atlas
Samson
DASH
How much is the minimum amount on the 1st Installment for Payment Arrangement?
20%
40%
25%
30%
How many lines can customer have if they got Magenta voice?
12 Lines
2 Lines
8 Lines
10 Lines
When is the discount always applies on the account?
After 2 Billing Cycle
Within 2 Billing Cycle
After they receive the order
After the account holder decide when
