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Week 2 Knowledge Check Review Flashcards | StudBud
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Week 2 Knowledge Check Review
Week 2 Knowledge Check Review
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Week 2 Review of Ready TPR 2019
Flashcards
23 cards
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Practice quiz
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Questions
23
Answers
1
Which of these is included in T-Mobile Basic Device Protection?(Not P360)
Personal Help Desk
Accidental Damage and Extended Warranty
Lookout Mobile Security
AppleCare Services on eligible devices
2
Smartpicks are for customers who don’t want a lot of features on their smartphones.
True
False
3
Which SyncUp feature would NOT matter to a father worried about his teenager's driving?
Keep tabs on the vehicle location and driving behaviors
Allstate Roadside Assistance
Mobile Hotspot
Instant notifications about car trouble
4
Within how many days of a new activation or purchase of a new device can a customer enroll in Sprint Complete?
14 days
30 days
45 days
60 days
5
Which is not true about Smartphone Equality
Even prepaid customers may qualify for Smartphone Equality.
All customers who qualify for will get the best possible pricing
Customers are eligible even without good payment history after 3+ years
Customers can qualify for best device pricing after 12 consecutive payments
6
"Not a valid code" appears when entering a quick code. What steps do you take to complete the device exchange?
The device has already been previously validated.
Enter a quick code or Full IMEI
Add a device, have your manager perform an override, and enter full IMEI
Enter last four digits of the IMEI and Ask RSM for an override.
7
Which purchases can you NOT return to any Sprint Corporate Store?
• Purchases made on Sprint.com
Telesales
Purchases made in a Sprint retail store
Purchases made in a Sprint dealer store
8
What should you do when speaking to a customer about a device’s tech specs?
Go to C2 and research the device with the customer
Give them as many details as you can.
Don’t speak to customers about device technology.
Translate the specs into meaningful benefits.
9
Which is true about EIP for accessories?
Not all postpaid customers qualify for EIP on accessories
EIP is available only when purchasing a qualifying device
Minimum purchase of $69.
$49 minimum and 50% down payment on all accessories over $100
10
Which frontline tool is a web-based troubleshooting tool to use when solving customer device issues?
Tapestry
Quikview
POS
Grand Central
11
With which financing option should we lead with if a customer is buying a Smartpicks device?
JUMP! On Demand (JOD)
They should buy it outright since it's so cheap
EIP
JUMP! with EIP
12
Select the best option for presenting pricing to customers.
List all the V.A.S. with their prices separately.
Start w/ the base price then add on the Value Added Services
Start with the combined price, then explain what's included.
None of these.
13
How much storage do Sprint Complete customers get when using the Complete Storage app?
300 GB
Unlimited
5 GB
1 GB
14
Which of the following customer onboarding steps is NOT part of the
Stay Connected
Interaction Model behaviors?
Review the purchase
Explain pricing, promos, and offers
Discuss self-serve options
Communicate next steps
15
What's the best way to determine which Value Added Services would be beneficial to a customer?
Assume every customer wants Plus Up and just offer that
Tell them what you use
Ask personalized lifestyle questions
Tell the customer about all of our services
16
Which of the following are appropriate to use with a customer when they have non-well-qualified credit?
Your credit score is less qualified
You have bad credit
No matter the result, we have something to meet your needs
Your credit is non-well qualified
17
Why is it important to check a new customer's credit history as early in the sale as possible?
It helps the customer build their credit
You'll know early on if you should be recommending prepaid
It helps protect T-Mobile from customers who are high risk
It helps you guide the purchase when discussing EIP deposits
18
Which of the following statements is NOT TRUE about SyncUP DRIVE?
Some vehicles are not compatible and we shouldn't recommend to customers
You can check a vehicles SyncUP DRIVE compatibility on www.T-Mobile.com
Sync Up Drive includes AllState Roadside Assistance
All vehicles are compatible with SyncUP DRIVE
19
In Grand Central which tab can you find info about a customer's data usage?
Device
Toolbox
Network
Account
20
What are the key behaviors to prevent buyer's remorse?
All of These
"Right fit - not force fit"
Understand the customer's needs; ask personalized questions.
Explain the remorse period and the restocking fee policy
21
True or False, JUMP allows a customer to upgrade after 50% of their device is paid off
True
False
22
What is the best tool to use to check device known issues for a Sprint customer?
Sprint.com
My Sprint app
Google
Customer Support Tool (CST)
23
Which of these can you NOT do with the Glance tool?
Learn what’s going on in a customer’s area of service
View Coverage
Initiate a warranty exchange
Report network issues
