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WorksheetsPayment and Payment Arrangement
Total questions: 17
Worksheet time: 17mins
A customer contacts you because they aren't sure if their phone is working properly. You review the account and notice it is marked Suspended.
Where are outbound calls going when trying to call out?
They are routed to the suspend queue.
They are routed to T-Mobile's toll-free number.
They are blocked.
They are completed.
A customer contacts T-Mobile to find out why their service has been suspended when they do not have a bill due. When asked, they report receiving no warning texts (SMS bill shock message).
What should you do to probe the issue?
Review Spending Limit balance
Review current balance
Review usage
What should you do if a customer wants to make a payment with a gift card that doesn’t have a CVV code?
Refer the payment to leadership.
Reject the payment.
Ask for an alternate form of payment.
Accept the payment.
Which customers contact us at 17 times the rate of other customers?
Customers requesting the deletion of a payment arrangement
Customers requesting payment support
Customers requesting EIP Payments & EIP Payment Payoff support
What is the first step in taking a payment from a regular customer?
Advise of payment support fee.
Offer self-help.
Take payment.
Set expectations.
You are developing a personal action plan to help customers avoid high balance situations. On your checklist for each interaction is determining if customers would benefit from the Stateside International feature or Simple Global. The customer on the phone right now could have used your help earlier! They are traveling internationally and contacting us because their service was suspended due to high balance. They would benefit from Simple Global.
You restore using HBLT code, and you need to remember when to backdate the change but you recall two ways to do it.
Which of the following is correct?
Magenta Voice with Simple Global—backdate to the start of the bill cycle.
Stateside International—backdate to the start of the bill cycle.
Simple Global—backdate to cover the overage.
A customer calls after their account was suspended during an overseas trip. After your discussion clears up their misunderstanding about their plan billing, you consider whether you should re-rate their bill. You find that they have had a bill re-rated previously.
What is required before a re-rate adjustment can be made?
No more adjustments can be made.
The customer must pay 25% of the spending balance.
Before re-rating the customer again, the customer must pay 100% of the spending balance.
A same-day payment starting at 20% is a requirement for which kind of payment arrangement?
Hardship Payment Program
Payment arrangement
EIP
A customer canceled service 10 days ago and has a $35 credit balance. He requests a refund.
What should you do?
Inform the customer when the refund will process.
Submit a Payment Refund Form.
Tell the customer no refund can be provided.
Offer to apply the $40 to future purchases.
Proactive customer support is one of the best ways to prevent bill shock.
Which service should you use to keep customers who travel from high balance situations?
Simple Global
Master Privileges
AutoPay Discount
Stateside International Talk and Text
Customers may benefit from either the Stateside International feature or the Magenta Voice with Simple Global included Rate Plan. To avoid high balance situations, you should determine the right fit for the customer.
After a customer contacts you because their service was suspended due to high balance, you switch them to a rate plan that includes Simple Global.
How do you backdate the change correctly, after you restore using the HBLT code?
Use Magenta Voice plan (includes Simple Global). Backdate to the start of the bill cycle.
Use Stateside International Feature. Backdate to the start of the bill cycle.
Use Simple Global. Backdate to cover the overage.
Which issue might result in a collection hold?
Billing dispute
Payment arrangement
EIP balance
Bank account information cannot always be given proactively when talking with a customer.
In which situation can you offer this information to a customer paying by ECP?
If only one account is stored in the system
If any account information is stored in the system
Whenever a customer doesn't know their account information
A traveling customer has received their first SMS bill shock message and is calling from Italy to avoid account suspension.
Why do you need to use the correct HBTM memo code?
To ensure the account does not continue to suspension status
To ensure roaming is blocked to avoid additional charges
To restore the account from suspension
Your customer has an EIP, and their account is suspended. They contact you to ask for details.
What happens to the EIP on a customer's suspended account?
T-Mobile bills the EIP as usual.
T-Mobile suspends the charges.
T-Mobile sends the account out for collection.
There are a variety of payment options to be found on the Eligibility Matrix.
How can you decide which options are open to a customer?
Account status and days past due
Customer tenure and amount past due
Payment history and Existing Payment Arrangements
A customer contacts you with a complaint. They claim their phone can complete calls to 611 and to 911 but not to any other numbers. They cannot receive any texts or calls.
Based on this information, what is the status of the account?
It has been suspended.
It has been canceled.
It has been Ladexed.
