knowledge check questions
What is the cost difference between 4 lines on T-Mobile's Magenta MAX versus AT&T Elite Plan?
$30
If you have an Existing customer with 2 paid voice lines, and they add 2 additional voice lines, how many lines will they receive 50% off?
2
A small business is defined as having less than _____ employees
25
For customers enrolled in the Discounted Standalone Insurance, within how many days do they need to email Assurant at [email protected] and show proof of a separate 3rd party Extended Service Contract purchase?
30 days
What is the New Account Magenta MAX attach goal?
50%
What is the AAL/Upgrade Magenta MAX attach goal?
9%
What type of people MIGHT pre-qualify during the prescreen?
A customer who is over the age of 21
Which of these is included in T-Mobile Basic Device Protection?
Accidental Damage Extended Warranty
in Grand Central which tab can you find data usage?
Account Tab
If a customer has a device that is eSIM capable
Activate on the device's eSIM Waive SIM card charge on DASH Remove SIM card charge on mPOS Leave T-Mobile provided SIM card in device
What is RMS used for ?
Activate phones Accept payments Address changes Store inventory much more
in DASH What action triggers the Features menu becoming available?
Adding a device to a customer's cart
Features of SyncUP DRIVE would you likely focus on, during a conversation with a father who worries about his teenager that just started driving
Allstate Roadside Assistance (with qualifying rate plan) Keeps tabs on the vehicle location and driving behaviors Get helpful maintenance reminders and instant notifications about car trouble
What type of customer information can you see using QuickView?
Amount of active voice and mobile internet lines Available lines Customer's rate plans
What type of credits and discounts apply to the bill first?
Automatic bill credits and promotional discounts
In Rebellion what are some ways you can support your customer?
Change SIM Redeem ePIN Prepaid Activation
How can you tell if a device is compatible with eSIM?
Check C2, then devices
What is the tab in RMS used to gain customer agreement for the purchase option, terms, and conditions?
Consent tab
In Rebellion, what is available on the Left Navigation Bar?
Customer Lookup Customer Accounts Tools
What is the best tool to use to check device known issues for a Sprint customer?
Customer Support Tool (CST)
What is the tab in RMS used to view customer account details?
Customer Tab
which tool is used to capture T-Mobile for Business leads
Customer Welcome
Which of the following are true about Smartphone Equality?
Customers can become eligible for best device pricing after 12 consecutive months of good payment history. Even customers who don't have good pay history for 12 months can qualify for best device pricing, once they've been a customer for 3+ years Even prepaid customers may qualify for Smartphone Equality.
T or F Guided Sales Tool can be found on a desktop computer?
False
T or F The T-Mobile provided SIM card in the new devices is included with the device purchase price?
False
T or F You cannot add accessories to your cart in DASH
False
T or F the WYSE terminal is used to complete all GST transactions?
False
T or F there are no accessory options in DASH
False
T or F when a warranty exchange is processed, the customer is guaranteed to get the same device color?
False
True or False? A QuickCode is required to return both phones and tablets
False
Which of the following actions can you complete in QuikView?
Feature adds or changes Device upgrades Rate plan changes
What do you need to do in RMS after every interaction?
Follow the NARNIA process to note the account
Always check _________ for ____________ before doing a migration
GST for Equipment Credit Limits
What ways can you access the NBA tool
GST via an iPad RMS on a desktop
Which frontline tool is a web-based troubleshooting tool to use when solving customer device issues?
Grand Central
What do you do when a customer purchases a Dual SIM device and activated using eSIM?
Leave the SIM card in the device Remove the SIM card charge Complete activation using eSIM
5 Steps of the interaction model
Make it Personal Explore & Discover Guide the Purchase Problem Solved Stay Connected
What should you do if a button is grayed out and stops you from proceeding with your transaction?
Make sure all of the fields are filled out properly
Which is true about EIP for accessories?
Minimum purchase of $49. Maximum purchase of $250 as long as enough ECA is available on the customer's account. Any accessory over $100 requires 50% down with a 12-month finance term.
Which of the following are features of Name ID?
Name ID shows the name of incoming mobile or landline callers not stored in the customers contact list shows the name, number, city, and state of incoming calls
When does the $10 Loose SIM card need to be overridden to $0?
New activation with Ship-to of an eSIM capable device Migrations from Prepaid to Postpaid
is $1M Identity Fraud Reimbursement with McAfee Security for T-Mobile available in New York?
No
Which are options when a customer has non-well-qualified credit?
No matter the result, we have something to meet your needs
What is the cost difference between 4 lines on Magenta MAX versus 4 lines on Magenta where 2 lines have the MaxUp feature?
None
The Next Best Action (NBA) tool is used to
Offer top solutions for the customer Solve customer issues Offer additional options for the customer
What T-Mobile frontline tool will you use to process a device return?
POS/mPOS
in which T-Mobile system can you ring out a customer's purchase?
POS/mPOS
In which situations do you apply a SIM Starter Kit?
Prepaid activations
If a device is damaged beyond repair and the customer has Device Protection, how should you help them?
Provide the customer with the appropriate insurance company contact information
Customer onboarding steps that are part of the Stay Connected Interaction Model behaviors?
Review the interaction Connecting on their terms: digital, virtual, social & more Demonstrate self-serve options
What is the tab in RMS used to Scan or enter products the customer is buying?
Sales Tab
What is the tab in RMS used to activate lines and add or changes plans and services?
Services Tab
which most accurately describes our expectations of customer onboarding?
Set billing expectations. Offer to help friends and family. Put the device in the customer's hand, ready to go! Demonstrate the self-serve options.
A budget-conscious customer has decided on a device from our Smartpicks line-up
Smartpicks are a perfect option for value-minded customers, because they are feature-packed at a more affordable price.
The MTME would give T-Mobile customers full access to the ______________________, ________________, and ___________________
T-Mobile network, rate plans, and billing system
On REMO, which icon do you select to access a customer's account?
Tapestry
Which T-Mobile system helps you complete an account audit on REMO?
Tapestry
Two features that will NOT transfer over when completing the Moving to Magenta Experience?
Tenure and Early upgrades
Why are device return labels important?
They take the confusion out of the return process They speed up the return process They include all the information needed to identify a device
What should you do when speaking to a customer about a device's tech specs?
Translate the specs into meaningful benefits
When should you use Grand Central?
Troubleshooting Warranty exchanges
T or F Assisted Support does not include the cost of a physical SIM card?
True
T or F DASH does not carry accessories from the DASH cart to point of sale
True
T or F DASH does not display pricing tier or credit class
True
T or F You can add or remove lines within you cart during the activation flow without starting over
True
T or F You can only locate the 3-in-1 SIM starter kit by tapping the Device icon to access the device catalog then searching "SIM" within the Full toggle
True
T or F an Order Number is generated any time an item is added to the cart or a credit application is processed
True
T or F, With the exception of JOD devices, equipment must be returned to the channel where it was purchased
True
T or F, you can only adjust prices for Purchase Estimates in DASH. Any price adjustments needed for an activation will take place in point of sale?
True
True or False JUMP! allows the customer to upgrade to a different device once 50% of their device is paid off.
True
t or f Stateside International provides unlimited or discounted calling from the U.S. to landline and mobile numbers located outside the U.S.
True
t or f automatic bill credits and promotional discounts apply to the bill first?
True
What are the key behaviors to prevent buyer's remorse?
Understand the customer's needs; ask personalized questions. Recommend all the right products If the device they want is not available, suggest a direct ship or store to store transfer. Explain the remorse period and the restocking fee policy.
How much storage do Sprint Complete customers get when using the Complete Storage app?
Unlimited
When a customer upgrades from Magenta to Magenta MAX, what additional features and benefits will they receive?
Unlimited Premium Data 40 GB SMHS Up to 4K Streaming Data Netflix On Us Unlimited Gogo Inflight Wifi Scam Shield Premium
Which transactions can you complete in Guided Sales Tool (GST)?
Upgrade Add a Line
What transactions can you complete in Guided Sales Tool?
Upgrade Add a line
How do you check the various financing types for customers in DASH?
Use the EIP, Full and JOD toggles to see info for each of the types of financing
What can you do with the Glance tool?
View Coverage Report network issues learn what's going on in a customer's area of service
What is the MTME Eligibility Check?
We can use it to identify migration compatibility and eligibility located under the "Manage Account" button in NBA
steps in onboarding
bill overview device trade-in review Support.T-Mobile.com inform customers about our Customer Survey
Do we require a Credit Check when we are migrating a customer to MTME?
no
Would they need to purchase a $10 SIM card for SIM card damaged/defective?
no
Would they need to purchase a $10 SIM card for an eSIM activation?
no
are Prepaid accounts eligible for Netflix On Us?
no
is Basic Device Protection offered in New York?
no
is Essentials eligible for Netflix On Us?
no
is Lost/Theft included in the New York standalone Extended Service
no
What are some things you could tell a customer about AutoPay?
there may be up to a $1 temporary authorization on the credit card while setting it up you'll be charged 2-3 days before due date you have to cancel AutoPay separately from canceling your account
What happens if a customer makes a change to AutoPay within three days of their bill due date?
they must make a one-time payment
t or f Account Executives (AEs) help you close business leads with the Leads Transfer Program
true
Is Anti-Virus with McAfee Security for T-Mobile available in New york?
yes
Is Mechanical breakdown included in the New York standalone Extended Service Contract?
yes
Is Screen protector replacement included in the New York standalone Extended Service
yes
Is a customer who is at risk of leaving T-Mobile an example of an eligible customer who would be a right-fit to benefit from MTME?
yes
Is the True Key App with McAfee Security for T-Mobile available in New York?
yes
Would they need to purchase a $10 SIM card for a New device purchase with activation on physical SIM
yes
Would they need to purchase a $10 SIM card if it was lost/stolen
yes
is Premium Technical Support included in the New York Standalone
yes
How do you get a Quick Code for T-Mobile devices on the T-Mobile network?
you can dial #427#