WorksheetsMSG PST Week 4 Refresher
Total questions: 30
Worksheet time: 30mins
Juvylyn loves jogging. She wants to use her Apple Watch Series 5 just like how she uses her iPhone 12. What kind of DIGITS plan is the best fit for her?
Data with Paired DIGITS
High Speed Data with Paired DIGITS
DIGTS Apple Watch
DIGITS Talk & Text
How many lines can a customer have with Unlimited Talk & Text?
(a)
Ian and Lylaine are enjoying their vacation on a cruise. They are currently on the Royal Caribbean: Independence. What would be the roaming charge per minute if they try to make a call?
(a)
What tool do we primarily use if we are going to assist customers who are planning to add a line with a device?
(a)
Select the following scenarios that are eligible for the payment arrangement to be delete or reset.
If your customer is upset we are unable to change their PA, and you are unable to de-escalate the call.
Customer made an error and calls after 24 hours to explain the PA was set for the wrong date.
Customer's account is current with no past due balance and has an active PA
Customer was issued a balance impacting adjustment after the PA was set up, the balance owed is now more than the amount of the PA and needs to have it corrected.
Leinad wanted to set up the first installment of the payment arrangement on August 25th 2021. Suppose that it includes the full balance, which of the following dates are NOT eligible for the second installment?
September 7th
September 8th
September 9th
September 6th
Under which part of the Conversational Cloud we can send the secure forms our customers can fill up so that their information is safe?
(a)
What do we call the 7-step flow Experts follow if the customer says their financial situation has changed and they need extra time to pay or need a solution to make their account more affordable.
(a)
Which of the following collection hold should we use if the customer is disputing for their missing payment?
BLDISP
BCERR
PYDISP
PSTERR
How much is the Payment Support Fee that we charge our customers if they make a payment or create a payment arrangement with Care?
(a)
We can know if the account is write-off if the account has ____ in the account type field.
D
WO
PA
FDP
CJ wants to set up a payment arrangement for the entire balance of $318.00. What is the minimum installment amount that he can set on the first installment?
(a)
Which of the following is a shipping method whenever customers add a line thru Dash?
Two Day (2 business days) - $7.99
Ground (5 business days) - Free
Two Day (2 business days) - $8.99
Next Day (1 business day) - $12.99
Next Day (1 business day) - $11.99
TRUE or FALSE:
There's no limit on the number of tries we can validate the card information when we process an add-a-line.
TRUE
FALSE
How much is the Assisted Support Charge for add-a-line and upgrades?
(a)
Select the following devices that are sold UNLOCKED and doesn't need to process a Mobile Device Unlock.
Google Nexus 4
LG Wing
Apple Watch Series 4
iPhone XR
OnePlus 8T
TRUE or FALSE
Hans wants to unlock his iPhone 12. Since he purchased the phone directly from Apple, we can unlock the phone by removing the SIM card and performing master reset on the phone.
TRUE
FALSE
What tool do Global Care CSM's use to assist customers with escalated concerns about unlocking their phones?
(a)
Which of the following is NOT true with Temporary Unlocks?
Accounts must be in good standing.
Line is not within the Buyer's Remorse period.
Each active line can only receive 5 temporary unlocks within a 14 month period.
Temporary unlock must be done on the device.
Bryan is unlocking his Samsung Galaxy S20 phone after paying it off. While processing it thru the unlock app, he is receiving a notification 'Failure in applying the unlock settings. Please try again.' What should be his next step?
(a)
Provide the link of the policy wherein we can check the steps we will send to the customer after adding a line that can help them know where their order is currently.
(a)
Rob is a small business owner. He wants to keep his employees connected without worrying about his bill. His employees are all on different carriers. What DIGITS plan would best fit Rob?
(a)
This refers to the value customers see from the characteristic of the product.
(a)
Select the following that is true for Hardship Payment Program (HPP).
HPP can only be set up one time per year on the account.
At least 60 days past due delinquent, before taking the down payment.
After the required minimum payment has posted do not set an HPP for less than $500 or more than $2,000.
The account had MEDHLD memo.
At least 4 months of tenure
Argie currently has a DIGITS plan with his Samsung Galaxy Watch Active2. Select the tools he can use to manage his DIGITS watch.
DIGITS App
DIGITS Web Client
myDIGITS Portal
T-Mobile App
TRUE or FALSE:
In assisting our customers in taking advantage of our T-Mobile Tuesdays offers, we can send a good code thru the Grand Central Messenger Tool to customers who can't redeem their code.
TRUE
FALSE
What tool should we use to review the award status for T-Mobile Tuesdays?
(a)
Select the different redemption types customers can do in taking advantage of T-Mobile Tuesday offers.
Merchandise
My Stuff
Show and Go
Digital Codes
Partner apps or websites
What do we call accounts that domestically or internationally roaming off the T-Mobile network, with usage greater than 50% for three months?
(a)
Khrizza wants to purchase the newest Samsung Galaxy Fold3 on her line, but is hesitant to let go of her beloved Samsung Galaxy Note 10. What kind of DIGITS plan is best suited for her concern?
Data with Paired DIGITS
High-Speed Data with Paired DIGITS
DIGITS Talk & Text
PROXY by DIGITS
