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WorksheetsWeek 1 Review
Total questions: 20
Worksheet time: 40mins
What two features are included in T-Mobile Essentials? Select all that apply:
Optimized video streaming at 480p
Netflix on Us
Unlimited 3G Mobile Hotspot (up to 600 kbps)
100GB Premium Data
True or False? Magenta MAX delivers unlimited Premium Data — 4G and 5G — on your smartphone. That means you can’t be slowed down based on how much you use.
True
False
What’s the maximum number of lines that can receive the $5 AutoPay bill credit on Magenta MAX?
8
12
5
7
What three things are important to know about T-Mobile’s 5G?
SELECT ALL THAT APPLY
5G is the fifth generation of network technology designed to meet growing data demands.
Our 5G covers more than 90% of Americans!
With 5G, large amounts of data can be transmitted more efficiently than with 4G LTE.
All devices work with our 5G.
True or False? The T-Mobile.com coverage map shows the exact same coverage check results as DASH.
TRUE
FALSE
What do we call the combination of our dedicated mmWave (high-band) and mid-band spectrum into a speed powerhouse, that delivers speeds as fast in Wi-Fi in more places?
Extended Range 5G
Premium Low Band 5G
Super High Band 5G
Ultra Capacity 5G
Select all that apply. With T-Mobile’s Team of Experts, customers:
Easily reach a live person – no phone bots here!
Reach a Customer Care Rep who will avoid transferring them to other departments and will be their “T-Mobile person.”
Never have to be on hold to get through to us.
Work with someone who is empowered to resolve their issue.
What’s the Un-Carrier Move with an app that provides free stuff, great deals, or exclusive offers each week – just for being a customer?
Carrier Freedom
Scam Shield
T-Mobile Tuesdays
Upgrades for All
Which system is used to process an order for a new postpaid customer?
DASH
Grand Central
ATLAS
Rebellion
Marlena says that her current Verizon phone is broken. Since she needs a new phone anyway, she’s considering switching to T-Mobile. She also wants to add a line for her mom. Which is the BEST response:
Who do you have service with right now?
Just so you’re aware, you won’t be able to trade in your old phone since it’s broken, but I can get you set up with new T-Mobile service.
I’m sorry to hear your phone is broken, but I’m glad you’re considering T-Mobile. Can I start by asking some questions, so we can figure out what will work best for you and your mom?
I’m glad you got in touch with us today. What’s your budget for a new phone? Also, if your mom is 55 or older, you may want to consider getting service in her name.
Raymond is frustrated. He’s been trying to complete his purchase on T-Mobile.com but keeps getting an error during the checkout process. Which responses are appropriate for ‘Problem Solved’? SELECT ALL THAT APPLY:
I’ve heard that from a lot of customers today.
I’m sorry to hear it’s not working for you. I’m sure this isn’t how you wanted to spend your time. Let me see what I can do to help get this order placed for you.
It may be a problem with the browser you’re using.
That does sound frustrating. Online shopping is supposed to be convenient! If I can collect a few pieces of information from you, I can try to place the order for you.
True or False? Net Promoter Score (NPS) is an industry gold standard to see how we stack up against other companies.
True
False
What are the three behaviors of Make It Personal? SELECT ALL THAT APPLY
Use digital tools & resources
Have a two-way conversation
Ask personalized questions
Identify what matters most to our customers
Set the right expectations
What are the three behaviors of Stay Connected? SELECT ALL THAT APPLY:
Connect on their terms; digital, virtual, and social
Have a two-way conversation
Demonstrate self-serve options
Review the interaction
Identify what matters most
True or False? The Interaction Model is T-Mobile’s sales & service model and serves as your guide to personalized selling.
True
False
We’re on a mission to ______________!
Improve profits year over year
Be the best in the world at connecting customers to their world
Increase the average revenue for each customer
Take customers from the competition at any cost
We strive to be the most ________ company in the history of our industry!
loved
powerful
sales-focused
awesome
True or False: Capacity in the area within which you have service, and Coverage is the amount of traffic or bandwidth that a cell site can have.
True
False
What are the characteristics of our 5G Ultra Capacity? Select all that apply:
Low-band spectrum that forms the foundation of our nationwide 5G coverage.
Customers will see the 5G UC icon on supported devices when they are in an area with speeds as fast as Wi-Fi.
Performance boost on top of our broad Extended Range 5G experience.
Mid-band 5G spectrum and high-band 5G mmWave spectrum which provide the very best of 5G, delivering both broad coverage and speeds as fast as Wi-Fi nationwide.
Which of these is included in T-Mobile Basic Device Protection?
Select the two (2) that apply:
Accidental Damage
AppleCare Services on eligible devices
Out-of-Warranty Hardware Services
Personal Help Desk
