W1_D4_Knowledge Assessment Upskilling (Recertification)

It can take ____ to process the customer's device after the Return Center receives it. Never issue any manual credits in this timeframe.

• 72 hours

• 10 Business days

• 10 Days

• 5-7 business days

T-Mobile is still responsible for investigating and crediting NRFs from Assurant.

• False

• True

• Maybe

Tell the customer to return the defective equipment _____.

• As soon as possible

• within 5-7 business day

• within 46 hour period

• None of the above

Loretta contacts us because she was suspended for roaming charges while she was in a foreign country. You offer her a Magenta plan that includes Simple Global, and she agrees to the change. What page in C2 would you use to assist Loretta?

• A. Simple Global

• B. High Balance Support

• None of the above

• Both And B

What are your next steps? 

• A. As a one-time courtesy, apply a re-rate credit using adjustment code LDTCRD for the rate of the country to previously billed charges.

• B. Restore the account using HBLT code and backdate the new plan to the start of the billing cycle.

• C. Transfer the call to your coach.

• Both A and C

6. Accounts are eligible for high balance rerate  _______ per lifetime of the account.

• Once

• Twice

• Thrice

• Never

The Device Connection Charge is automatically refunded when eligible returns are processed within buyer's 

• False

• True

• Maybe

Only waive or remove DCC charges on the replacement order if the original order was not charged a DCC.

• False

• True

• Maybe

When does the Device Connection Charge apply?

• A. Customer wants to add a line using My T-Mobile

• B. Customer wants to add a line with an Agent over the phone

• C. Customer wants to set up a payment arrangement with an Agent

• D. Customer wants to set up a payment arrangement using the T-Mobile App

What are some of the charges a customer might have to pay to process an upgrade over the phone? Choose all that apply.

• Device Connection Charge

• Deposit

• Taxes and Fees

• Down Payment

• All of the above