Ready! Essentials Knowledge Check - Week 1

Which T-Mobile personal coverage solution is recommended for a customer who has high-speed internet but devices that are not all Wi-Fi calling capable?

4G LTE CellSpot

If the coverage map does not show verified coverage, that means: A. The available customer data has not provided verified coverage B. The system is unavailable C. The available customer data shows there is no coverage in that area D. None of the above

A

Which of the following bands are considered Extended Range LTE? Select all that apply: A. 600 MHz / Band 71 B. 700 MHz / Band 12 C. 1800 MHz / Band 3 D. 2600 MHz / Band 7

A, B

What features are NOT included in T-Mobile Essentials? Select all that apply: A. 20 GB LTE Mobile Hotspot B. Netflix On Us C. Taxes & Fees Included D. Unlimited Hotspot at 600kbps

A, B, C

Clark came in on his lunch break to upgrade his phone. He mentioned his boss can be kind of grumpy, and he doesn't want to be late getting back. You just finished the upgrade and did a basics-only onboarding, per Clark's request. What should you do to connect on his terms? Select all that apply: A. Give him your business card and point out your email and the phone number for the store. B. Somewhere secure, write yourself an electronic note or reminder to remember the customer conversation. C. Ask if he would like to set up a time to follow-up, to ensure everything is completed with his onboarding. D. Review your notes before contacting Clark.

A, B, C, D

T-Mobile's Un-carrier Principles are: Select all that apply: A. Customer Focus B. Value Troubleshooting C. Freedom D. Serious Fun E. Stay Connected F. Do It The Right Way G. Simplicity

A, B, C, D, G

Which of the following are eligible for the Magenta First Responder plan?Select all that apply: A. Certified EMT B. 911 Operations Center employee C. Federal first responder D. Spouse of a first responder who lost their life in the line of duty as part of an eligible first responder organization

A, B, D

Bruce is pretty upset because his phones keeps restarting itself. Which of the following are examples of responding with empathy? Select all that apply: A. Has there been any liquid damage? B. That must be so frustrating. This is definitely not the experience we want our customers to have. C. I completely understand how frustrating this is. D. I know how important it is for your phone to work.

B, C, D

Kara is considering getting a new tablet, but although hers is pretty old, she's used to it and nervous about using something she's not familiar with. Why is it important to explore hands-on, side by side? Select all that apply: A. It's not important. Kara will figure it out, eventually. B. Since she's already said she's nervous, partnering with her might help her become more comfortable. C. You can customize products and feature demonstrations to her needs and interests. D. Allowing her to be hands-on with the tablet will increase her comfort level.

B, C, D

Feature or benefit? This device will help you stay connected to those who matter most!

Benefit

A Verizon customer is finally considering switching to T-Mobile. He's retiring and about to be on a fixed income, so now is the time to start looking at ways to lower their monthly bills. He's looking to get service for he and his wife. You've verified that he is over age 55, so Magenta Unlimited 55 is a great fit. But what about verifying his wife's age? A. She can either come in the store or fax a copy of her valid photo ID. B. Once she turns 55, she can activate a Magenta Unlimited 55 line in her name. C. No need to check his wife's age. If he's 55 or older, we're good to go. D. Without age verification, you can add the line, but it will be at the standard Magenta price.

C

What does the 80/20 rule mean, when having a two-way conversation? Select all that apply: A. You do 80% of the talking B. The customer does 20% of the talking C. The customer does 80% of the talking D. You use 20% of the conversation to ask great questions and confirm understanding

C, D

It's that simple: We're about the ___________ !

Customer

True or False? The T-Mobile coverage map displays four tiers of signal strength, using different shades of magenta.

False

Feature or benefit? This Android phone charges faster than any phone on the market right now!

Feature

Feature or benefit? This case survived a drop test from 7 feet!

Feature

A potential customer has come to the United States on a student visa. They plan to be here to study at a local university for this semester. They already have an unlocked phone, and just need to get a T-Mobile SIM activated to use in their phone. They plan on using the phone for talking, texting, streaming video, and social media. Which plan is most likely the best fit? A. Magenta Postpaid B. Pay As You Go C. Simply Prepaid Unlimited D. Magenta Student

Simply Prepaid Unlimited

True or False? Each year, customers on the Magenta First Responder plans will be asked to re-verify their first responder status.

True

True or False? The T-Mobile.com coverage map uses anonymous customer data that is captured daily to verify coverage.

True

True or false? Current and previous US Military or Gold Star Family members are eligible for the Magenta Military plan.

True