WorksheetsProject Vaccine v2
Total questions: 20
Worksheet time: 5mins
Where do we put Autopay, "RBO" or "Why T-Mobile"?
RBO
WHY T-MOBILE
BOTH
NOT APPLICABLE
(a) is the 3rd component of PTR TEX Tropa.
What are the components of PTR?
Greeting, Experience, Fix It, Revenue, & Closing
Greeting, Signature Response, Fix It, Revenue, & Closing
Greeting, Experience, Resolution, Revenue, Closing
Greeting, Experience, Revenue, Resolution, & Closing
Addressing PA/collect past due balance will fall under ________.
Revenue
Recap
Fix It
Verbalize Visual Audit
What are the sub-components of Experience?
Memo Verbalization
Determine customer's needs
Signature Response
Acknowledge tenure
Personalization throughout the call
What are the sub-components of Resolution?
Fix It
Provide Tailored Resolution
Self-Help
Verbalize Audit
Address adjacent issues
What are the sub-components of Closing?
Send PG
Personal Guarantee
Self Help
Recap
Recommend Closing
If the expected behavior was not executed at all, we can tag it as (a)
It's mandatory to include the phrase "Just a recap" in providing a recap statement to your customer
True
False
Learners are required to use the given recommended closing spiel in every call
True
False
Select the right statement below
Strength - Expected behavior was executed effectively
Opportunity - Expected behavior was executed just fine
Not demonstrated - Expected behavior is optional
Not Applicable - Expected behavior is not required
Strength - Expected behavior was executed effectively
Opportunity - Expected behavior was not executed at all
Not demonstrated - Expected behavior was executed but lacks impact and effectiveness
Not Applicable - Behavior is not required
Strength - Expected behavior was executed effectively
Opportunity - Expected behavior was attempted to be executed but lacks impact and effectiveness
Not demonstrated - Expected behavior was not executed at all
Not Applicable - Behavior is not required
Something to give to your Non-T-Mobile customer as a reference of your conversation
Personal Guarantee
Recap
Your name
If Signature response was not demonstrated onset of the call, the learner can still make up for it to be tagged as strength under a different behavior.
True
False
What topic are we on now with Project Vaccine?
Billing
Network and Coverage
Rate Plan
Upgrade
If an expert is currently on PST Week 6, when will they be part of LEAP - Jumpstart?
PRE-TCC
MTCC
PST 6
Pre-TCC & MTCC
What are the names of our LEAP Managers?
Christian Lorete
Angelina Pablo
Mary Tabada
Rony Gandeza
For troubleshooting, I will send a PG to my customer before I transfer the call to tech.
True
False
What does RBO mean?
Resolution Based Offer
Revenue Based Offer
Reflective Based Offer
What are our T-Mobile Un-Carrier Moves? Select all that apply.
Military and First Responders benefits
Netflix on Us
T-Mobile Tuesdays
T-Vision
Team of Experts
Who is our Performance Recovery Director?
Jaycee Zoreta
Rony Gandeza
Nina Abad
Trina Bote
