Verification BM

In which customer situation would you ask probing questions first?

• "I got a new iPhone!"

• "I need to change my SIM card."

• "I lost my phone and had to get a new one."

A customer wants to change a SIM card on their spouse's account.

What is required for you to make the change?

• The approval of the BRP or an Authorized User on the account

• PAH or Full Permissions

• The One Time PIN

• The approval of the BRP on the account

We collect a $15 processing fee plus tax when changing a mobile number.

When would a change fee appear on the next month's billing statement?

• When all such fees are posted to the account for billing

• When the change is future-dated

• When the payment will be made by credit card

• When the customer requests a vanity or custom number

"Please help!" a customer says to you. "I had trouble remembering the SIM PIN on my phone, and I guess I entered the phone's SIM PIN incorrectly too many times. Now my phone is locked!"

How should you help this customer?

• Generate a SIM PIN 2 code.

• Generate a SIM PIN 1 code.

• Find the PUK 2 code in the customer's billing records.

• Find the PUK code in the customer's billing records.

After creating a token for an account, you sent a OTP for additional verification.

Which step should you take if you want to see the account in a second system?

• Go through the verification process a second time.

• Open the second system and paste the token into it.

• Create a new token instead of reusing the one you just made.

• Exit the second system, open it again, and then log into it again.

A customer calls and says they want to change a SIM card.

Who is authorized to make the change?

• The Billing Responsible Party (BRP)

• An Authorized User (AU)

• The Primary Account Holder (PAH)

You have successfully created a Token, and you want to use it to access the account in other systems.

How can you do this?

• Open the other system after waiting 2 to 3 minutes.

• Paste the Token into the Search box of the system you want to use.

• Just double-click on the Token

• Go to the dropdown menu and select the system you want to use.

You are working with suspended, ladexed, and canceled accounts.

What is the correct way to send a One Time PIN (OTP) to these types of accounts?

• You can go through SMS to any eligible line on the account.

• You cannot send an OTP because these accounts are not set up to receive them.

• You can go through SMS to whatever line the customer is using to contact T-Mobile.

• You can use either a paperless billing email address or a T‑Mobile ID.

The BRP on an account tells a dealer they want to add an Authorized User (AU) to the account, then leaves the store. The dealer contacts you about the request.

What should you say to the dealer?

• "What is the BRP's mobile number?"

• "The BRP must be present in the store."

• "I will send you a One Time PIN."

• "What is the PIN/Passcode for the account?"

SIM cards have been manufactured in different sizes.

Which size are you most likely to find in a new phone?

• A Micro SIM

• A Standard SIM

• A Nano SIM

• An Embedded SIM