WorksheetsDevice Program
Total questions: 25
Worksheet time: 24mins
According to the Device Simulator, what is step 15 in creating an App Store account on a Galaxy S9 device?
Entering a phone number
Creating a username
Choosing backup options
Abigail had a JOD lease, but it was canceled for non-payment.
Are you able to re-open that lease?
No
Yes
Only after she pays off the balance owed
A new customer, Roger calls in and says:
"I am so upset and frustrated! I'm new to T-Mobile and hae been nothing but disappointed. I really thought I was going to be getting great coverage, but I'm not at all! I keep losing calls and people say it sounds like I'm underwater all the time! My phone worked great with my previous carrier, so what's the problem with T-Mobile?"
How could Roger have been better prepared for the change in carriers?
Proper expectations could have been set.
Roger should have been advised to upgrade.
Roger's device should have been set up differently.
Mateo goes to a T-Mobile retail store, opens a new account, and buys a new device. When Mateo gets home begins to rethink this decision and considers returning the device for a different one but keep the account.
How long does Mateo have to decide?
14 days
20 days
7 days
AppleCare is included as part of Protection<360>.
How many claims are covered by AppleCare in the first 24 months for approved screen repair, or approved physical/liquid damage?
2
4
3
6
How many days does a customer have to add Device Protection after a device upgrade?
30
7
14
45
Assurant has approved Sam's claim and the replacement device is on its way.
How many days does Sam have to return the damaged device before being charged a fee?
Sam has 10 days after receipt of the replacement.
Sam has 60 days after receipt of the replacement.
It is not necessary for Sam to return it.
There is no limit if Sam takes the device to a T-Mobile location.
A customer would like to check the compatibility of their BYOD device before joining the T-Mobile network.
How should you advise them to check their BYOD device compatibility?
Use the T-Mobile website.
Look up Compatibility in the Settings of the phone.
Go to a T-Mobile store.
You have just learned how to validate a customer's device using the IMEI.
In which of these circumstances would you use this new skill?
When a customer's device will not power on
As soon as a senior or coach has performed a validation override
For charger or battery exchanges only
As soon as the device's SIM card has been replaced
The Series 4 Apple Watch has which of the following features?
Electrocardiogram
Walkie-Talkie
Fall detection
8MP camera
"I lost my shipping return label," Anabella tells you.
To what resource do you refer her?
Return it Right too
C2
Grand Central
OOW Lookup Tool
Jan gets a device upgrade through Care and needs to return it.
What channel should Jan use to complete the return?
Care
Retail store
VRS
Shawn contacts you to check on the status of a return.
What do you need in order to look up a return in the Device Return Status tool?
IMEI
MSISDN
BAN
Colby is taking advantage of our BYOD program because we have such a great network.
What do you use to check Colby's device compatibility?
IMEI
MSISDN
SIM
What is correct regarding BYOD devices?
BYOD devices must have a visual inspection if the customer is adding Protection<360>.
Most BYOD devices can be used if unlocked by the original carrier.
Assistance unlocking carrier-specific devices is available upon request.
What is the Device Return Period for Retail?
14 days
20 days
30 days
Greg signed an EIP agreement and needs a printed copy of it as quickly as possible.
What is the fastest way for Greg to get it?
Use My T-Mobile
Call Care
Go to a retail store
What is true regarding JUMP! features?
Wearable devices are available for JUMP-eligible SOCs.
Customers can transfer their JUMP! device balance to a new BAN.
Customers can JUMP! from a smartphone to a tablet.
T-Mobile customer Sami makes $260 worth of accessory purchases on EIP.
What is true regarding Sami's purchase?
Sami must put down $130, and the remainder will be billed over 12 months.
Sami must put down $130, and the remainder will be billed over 24 months.
No down payment is required—the full balance will be billed over 12 months.
No down payment is required—the full balance will be billed over 24 months.
Jacqueline upgraded to a new phone through the T-Mobile app but now Jacqueline wants to return it during the buyer's remorse period.
What next step should you take?
Use the Return It Right tool to determine the correct return process
Instruct Jacqueline to visit a retail store.
Use ATLAS to process a remorse return.
Use the UPS Label tool to create a shipping label.
Your customer, Jon, is considering an upgrade and says, “The new phones are so expensive, right? I don’t really use all those new features like my friends do, and I don’t like the idea of throwing away a perfectly good phone just because it’s a little old.”
What offer should you recommend to Jon?
EIP with JUMP!
EIP
JOD
Pay up front
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.
You’re doing an upgrade with Susanna and discover that the IMEI of the trade-in is associated with an active EIP on the account.
What should you tell Susanna?
Susanna must pay off the EIP balance before the trade-in can continue.
The EIP balance will continue as a separate charge on the monthly bill.
The EIP balance will be added to the cost of the new device.
A customer needs you to resend a shipping label for a warranty exchange.
What tool should you use?
ATLAS
UPS Label tool
Device Return Status
BYOD's have to be in our coverage area, and the device has to support the available frequencies in that area.
What two resources could you use to help your customer verify coverage and device compatibility?
T-Mobile.com
Grand Central
Samson
Atlas
