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WorksheetsREVIEWER 2021 pt.3
Total questions: 15
Worksheet time: 5mins
Multiple Choice: When providing credit for a MDN change what is the fee?
$12.00+ tax but the fee should be waived not adjusted.
There is no credit for this as it is a free one time option per line, every 12 months.
$15.00 but the fee should be adjusted not waived.
$15.00 + tax but the fee should waived not adjusted.
Multiple Choice: What is an anonymous payment?
None of the above.
An anonymous payment is a payment customer makes after securing the customer's account.
An anonymous payment is a payment the customer makes without using their credit card.
Anonymous payment is a payment the caller makes without securing the customer's account
All of the above.
True or False: When activating a customer's account, the customer address must be within a Metro by T-Mobile market.
True.
False.
True or False: When the account has a Due Immediately balance greater than $3, the only option the billing system will display is to change the customer's Bill Cycle to the current date.
True
False.
Multiple Choice: How much is the fee to change the customer's number?
$12.00 plus tax.
$12 (all fees are tax inclusive).
There is NO fee for this as it is a free one time option per line, every 12 months
$15 (all fees are tax inclusive.
True or False: When filling out the Grand Central Questionnaire, all answers must be detailed and accurate.
True.
False.
Multiple choice: There is no limit to thinking out of the box EXCEPT when it comes to?
Account Security.
The customer's plan.
The customer's additional services.
Troubleshooting the customer's account.
None of the above.
Multiple Choice: When filling out a case for Mailed In Payments, which of the following should the agent check?
Verify that the customer mailed their payment at least 10 business days ago. If the customer mailed the payment less than 10 business days ago, ask the customer to wait until 10 business days have passed.
Verify that the customer mailed their payment at least 7 business days ago. If the customer mailed the payment less than 7 business days ago, ask the customer to wait until 7 business days have passed.
Verify that the customer has set up AutoPay.
Verify that the customer is on the 40 plan.
None of the above.
True or False: When activating the customer's service, the customer must pay immediately for the service.
True. (If the customer cannot make a payment with the agent immediately, the agent must cancel the account.)
False (If the customer cannot make a payment with the agent immediately, the agent must cancel the account.)
False.
True.
True or False: Opting out of Billing System Text Messages also opts the customer out of marketing text message notifications.
True.
False. (Opting out of Billing System Notifications only stops the billing system from sending text message notifications to the customer.)
Multiple Choice: When the customer declines insurance on the first day of activation, when can the customer add insurance to the phone?
The customer cannot add insurance after that point.
The customer will have 7 days from the activation of the device to add it to their service, as long as the customer is still in possession of the phone and the phone is in "as new" condition.
Metro by T-Mobile does not offer handset insurance.
None of the above.
The customer will have 7-10 business days from the activation of the device to add it to their service, as long as the customer is still in possession of the phone and the phone is in "as new" condition.
Multiple Choice: What are the requirements to participate in Metro by T-Mobile's AOY program, if hired on or before Feb 29th?
Obtain 85% CSAT, FCR and QA.
Obtain 85% QA, CSAT and CRT.
Obtain 96% CSAT, FCR and 92% QA
Obtain 90% QA, CSAT and CRT.
True or False: Name ID includes a free 1 week trial?
True.
False.
Multiple Choice: When troubleshooting Calling (can't make and/or receive calls) what is the first step agents should do?
Verify the phone is fully charged.
Check if a port process has been initiated within the last 48 hours.
Perform a Network Device Refresh in EDGE.
None of the above.
Multiple Choice: What is Financial Overview?
Financial Overview provides the customer with access to their bank statements.
Financial Overview provides a summary of the credits to the account for the past 6 months.
Financial Overview provides a detailed history of charges and adjustments made on the customer's account. Financial Overview provides up to 13 month's transaction history on the customer's account.
Financial overview provides a summary of adjustments only for the past 6 months.
Financial Overview provides a detailed history of charges and adjustments made on the customer's account. Financial Overview provides up to 6 month's transaction history on the customer's account.
