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WorksheetsREVIEWER 2021 pt.1
Total questions: 15
Worksheet time: 5mins
Multiple Choice: When the customer wants to opt out of receiving general marketing messages from Metro by T-Mobile, what should the agent do?
Advise the customer to call back between business hours.
Nothing because Metro by T-Mobile does not allow customers to opt out of marketing text message notifications.
Nothing because Metro by T-Mobile does not send general marketing messages.
Update the Privacy Preferences to "Do not allow" and tell the customer that to opt out of marketing text messages they enrolled in individually simply reply "Stop" or "Cancel".
Multiple Choice: What is an Authenticated Payment?
Authenticated Payments do not exist.
An Authenticated Payment is a payment made after the caller secures the account.
An Authenticated Payment is a unique form of credit card payment.
None of the above.
Multiple Choice: What happens when you exit the account without leaving a Memo?
Nothing.
It will result in an error and an opportunity on a quality evaluation
May cause the customer to lose service.
It will affect your overall CSAT score.
ERROR - you might lose all the bonuses that you have been working hard for.
Multiple Choice: To use Wi-Fi calling, what must the customer do?
Write Metro by T-Mobile a request in a letter.
Add the e911 address to their line by calling customer service, or updating it in the phone's MyMetro app.
Nothing. Wi-Fi Calling will work regardless of having an e911 address on file.
None of the above.
Multiple Choice: What is the Pixel per frame rating Data Maximizer defaults video streaming to?
720p (Standard HD).
720p (Standard SD).
4K (Ultra HD or 2160p).
480p (DVD Quality).
1080p (Full HD).
Yes or No: When making an Anonymous Payment, can the agent tell the customer about previous payments made on the account?
Yes.
No. This would violate the customer's privacy. No information about the account may be given without it first being secured.
Yes. This would violate the customer's privacy. No information about the account may be given without it first being secured.
No.
True or False: Verifying the account first and last name is required when securing an account.
True.
False.
Maybe.
Yes.
True or False: For plans 30 & 40 (unless on a promo that offers unlimited 4G and/or LTE speeds), customers are given an allotment of data that can be used at up to 4G and/or LTE data speeds. After using up their allotted data, the customer has access to unlimited data at non-4G and non-LTE speeds.
True.
False.
Yes.
No.
Multiple Choice: When the customer wants a vanity name to display in Caller ID, what should the agent do?
Metro by T-Mobile does not offer vanity names.
Do not add it under the first screen, "Customer Information", instead, update it on the next screen under "Subscriber Information."
Email a supervisor to request it be added.
Hang up on the call.
Yes or No: Expired Plans/Services are no longer available to the customer. However, if they already have an expired plan or service, they can keep it as long as their account is active.
Yes.
No.
True.
False.
Multiple Choice: Which of the following is true about Partner Coverage?
Listed in grey, provided by Roaming Partners, customer has access to limited services: calling and text messages only.
Listed in purple, provided by Metro by T-Mobile, customer has full access to Metro by T-Mobile services: calling, text, and data.
Listed in white, provided by Verizon, customer has limited access to services: calling, texting, but no data.
None of the above.
Multiple Choice: Why does the customer need an e911 address on file with Metro by T-Mobile?
The customer needs an e911 address on file with Metro by T-Mobile in order to use Wi-Fi calling.
The e911 address is how Metro by T-Mobile markets its services to its customers.
Metro by T-Mobile does not require the e911 address on file.
None of the above.
Multiple Choice: When troubleshooting Text Messaging, what is the last step agents should do to the customer's phone?
Turn on mobile data.
Verify Bluetooth is turned off.
Factory Reset.
None of the above.
All of the above.
True or False: High Data users being prioritized receive a text message stating they’ve exceeded the data threshold.
True.
False.
Multiple Choice: To activate the customer's account, which button should agents select?
Create account
Anonymous Pay
Payment Search.
Password Reset.
None of the above.
