If the customer wants to make an ILD call what he needs to do?

Load his Wallet with $5, $10 or $20 thru the online account.

Where can the customer check the coverage to see if Mint Mobile will work out for him?

Both, the website and application

When the account has been suspended when the customer does not make a payment within the next 60 days, what will happen?

The account will remain suspended

The customer will need to call us to reactivate the line

He just needs to order a replacement

When is the only situation where the account in Clover will show up as Terminated?

When the customer ports out to a different carrier

When the account is suspended and the customer does not make a payment within 60 days

When we cancel the account manually for the customer

When the customer requests a refund

When you try to enable WiFi calling and it says invalid E911 address, how can you resolve it?

Try with a different address since that one is not registered on USPS data base

Send the case to the supervisor

Tell the customer they cannot enable WiFi Calling

For what kind of population was Campus Sims created?

There is nothing called Campus SIMs

Name the type of taxes that our customers pays when they purchase our service thru the website.

Regulatory Recovery Fee & Sales Taxes

Excessive Minutes User/Excessive Text User

European Monetary Union/European Teaching Union

Emergency Medical Unit/Emergency Training Union

What is Clover and what can we do on it?

Is a platform used to check customer's account, check Port eligibility, Send replacement Sims, Check Port statuses, Add balances, PUK codes, Plan cycle, activation of replacement Sims, Change the phone number, ETC.

Is a tool that all customers have on their online account and they can manage it whenever they login.

Is a platform that we use to check if a phone is compatible with 4G LTE.

Is a platform used internally in order to change customer's plan, add data, purchase roaming, load wallet, etc.

How long does it take to have a resolution from CRT when we escalate a ticket to them?

We cannot escalate tickets over Zendesk

If a customer calls in saying that received 3 SIM cards in the package but does not know which one to use since he misplaced the packages, what tool can you use to see each one of the SIMs and determine which one is which?

There is no way to check on the SIMs

If a customer calls in saying that has issues to call internationally and unfortunately is something you cannot resolve, what is the procedure?

FIle the ticket and assign it to the supervisor to be forwarded to PLD

If you need to request a reshipment or a replacement for the customer for free because of any given situation, how do you do it?

File a ticket and escalate it to Reshipment Request

Escalate it to the supervisor so they send it to Reshipment Request

If there is a failed to renew on the account, how do we resolve it?

Escalate the case to the supervisor

The customer will need to buy a new SIM card

Is the APN configuration needed for Androids when the customer cannot connect to his data or send SMS.

Manually guiding the customer to his phone settings, then turn off the data and proceed to do APN configuration located on the website.

Automatically going to an website and ask to the customer to enter that link on his APN configuration on his Device settings.

There's a configuration by just restarting the phone and then it will work immediately.

Is the APN configuration needed for IOS devices when the customer cannot connect to his data or send SMS.

Customers needs to go to a website named apnchanger.org, on that page they need to click on the second Purple box on the blue link, then just follow the instructions which will automatically configure APN settings.

Customers just need to reset network settings and then turn off i message of the iPhone settings.

Customer just need to do the configuration by themselves by texting to 6700.

Which steps we need to follow before starting any type of troubleshooting including Cancel Device Location or reset network settings.

We need to verify the customer's account on Clover, check phone compatibility and Coverage, then ask for alternative phone number if all is fine on the account, coverage and compatibility so we can start troubleshooting steps.

Once the customer provides the phone# we will check on Zendesk the ticket history of the customer and just proceed to troubleshoot the device.

We just need to check the account on Clover and if all is fine we will proceed to do Cancel Device Location.

Which are the steps before perform a Cancel Device Location, after we already know that all is fine with the account, coverage and device compatibility.

We need to educate the customer before performing CDL so he/she can remove the SIM Card first and then perform it.

We just need to perform CDL once we already checked that all was fine with account, coverage and compatibility .

We need to perform CDL when the customer calls in with the inconvenience he is having without checking any information on Clover or verifying the coverage and compatibility.

Mint Mobile Final Quiz 2019 Quiz

42 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What does Mint Mobile offer?

Voice services

Data services

Text services

All three, voice, text and data services

2.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Which are the prepaid periods that we offer?

3, 6 and 12 months

20, 60, and 75 days

3, 8 and 12 months

1 year, 2 months and 10 days

3.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What is Roaming?

Is a feature that allows our customers make INTL calls from USA.

This is not a feature from Mint Mobile

Is a feature that allows our customer make Calls, Text and Data from another country.

Non of the above.

4.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What is the money back guarantee?

This is when the customer has the option to request a refund after 10 days of activation.

This is when the customer has the option to request their money back after 1 Month after activation.

This is when the customer has the option to request their money back before 7 days.

Non of the above

5.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Is a feature that we use on Mint Mobile to stay connected when you travel outside of the US and you want to still use your phone there without using your Roaming.

Call me free

Roaming

Data connection

WiFi Calling

6.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

If the customer decides to add money to the wallet, how much can he pay?

$5, $8 and $12

$10 and $15

$20 and 3

$5, $10 and $20

7.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Where can the customer get the Starter Kit?

E-bay

Amazon

Best-buy

Mint Mobile App

All of the above

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Mint Mobile Final Quiz 2019

What does Mint Mobile offer?

Which are the prepaid periods that we offer?

What is Roaming?

What is the money back guarantee?

Is a feature that we use on Mint Mobile to stay connected when you travel outside of the US and you want to still use your phone there without using your Roaming.

If the customer decides to add money to the wallet, how much can he pay?

Where can the customer get the Starter Kit?

If the customer has a purple SIM for the starter kit, where do you activate it?

Where do you see if the customer has an orange or a purple SIM prior activation?

Is a feature that we use on Mint Mobile to stay connected when you travel outside of the US and you want to still use your phone there.

Access all questions and much more by creating a free account

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