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TEX Knowledge Check Flashcards | StudBud
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TEX Knowledge Check
TEX Knowledge Check
30 terms
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StudBud Administration
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Payment Arrangements, Billing, Sim Activation's, Mobile Number Changes and Rate Plans.
Flashcards
30 cards
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Practice quiz
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Questions
30
Answers
1
What system can you use to change a number?
Samson
TOM
QuickView
Grand Central
2
What is the difference in Bill current & bill in arrears?
Bill Current: MRC is billed at the beginning of the cycle.
Bill Arrears: MRC is billed after the bill cycle is closed.
Bill Current: Is due within the same bill cycle.
Bill Arrears: MRC is due after the bill cycle is closed.
3
What type of payment arrangement options are available?
The customer can create their own payment arrangement.
A one-time installment due within 10 days.
Multiple installments with intervals due in 7 to 14 days.
The customer can set up a 30 day pa to secure their account.
4
True or False. Does a payment arrangement prevent the customer from receiving a late fee?
False, PA does not prevent a cust from receiving a late fee.
True, The late fee is automatically waived.
False, The late fee will be on the customers next bill.
True, a PA prevents the customer from receiving a late fee.
5
What is the base price to add a 3
rd
line onto a T-mobile One plan with auto pay and without?
45.00
40.00
20.00
25.00
6
What should you confirm when the customer calls in to change a number?
Confirm customer is old enough to have phone service.
Confirm customers credit class.
Confirm customer isn't calling from the mobile# being chgd.
Confirm if customer has a android or an iphone.
7
What should you send to the BRP when changing a SIM card?
Send another SIM to make sure the one they have is valid.
Send the customer a email reminder of T-Mobile Tuesday.
Send another copy of the recent bill.
Send a one-time PIN.
8
When changing a SIM card what must you always be sure of?
Make sure the customer has a universal sim card.
Make sure you're speaking with the Billing responsible party
Make sure the caller is an authorized user.
Make sure customer does not have a P.O Box mailing address.
9
When setting up a payment arrangement what should you always confirm with the customer?
Confirm the customer received a one time pin number.
Confirm the time of the call so that you can tell the cust.
Confirm the customers D.O.B for security purposes.
Confirm when they can pay, never assume the date.
10
What can prevent the customer from setting a up a payment arrangements?
The incorrect mailing address listed on the account.
The account being in a non-delinquent status.
The account being over 30 days past due.
The customers name being spelled incorrectly on the account.
11
1. What is the purpose of a payment arrangement or Pop?
To assist customer in paying their EIP.
To help customers with cancelled accounts.
To help customer with sim activation's.
To prevent susp. while cust. pays off their account balance.
12
What rate plan do we offer that includes unlimited text, talking , data and includes taxes?
Simple Choice Family Match.
T-mobile One.
Simple Choice North America.
Select Market Family Match.
13
If the 1st installment of a pa FDP rej. how many days does the cust have to pay the amount due?
7 business days
3 business days
2 days
1 full day
14
True or False, Both Simple Choice North America and T-mobile One both come with 2Gb’s of data.
True, Both plans come with 2GB's of data.
False, Only T-mobile One comes with 2GB's of data.
False, Only SCNA One comes with 2GB's of data.
False, Both plans come with unlimited date.
15
What other charges besides the MRC can the customer find on their bill?
Any active Equipment installment plan.
Late fees & T-Mobile fees and charges.
Usage Fees & Third party charges
government taxes and fees.
16
Where in quick view can you find out if the acct is bill current or bill arrears?
In the memos
In the upgrade dashboard.
On the billing summary screen.
In the applications menu.
17
True or False, T-Mobile offers to cut sim cards for their customers?
True, This service is always available.
False T-Mobile does not assist cust. in cutting SIM cards
True, this prevents the customer from needing a new sim card
False, T-Mobile does not recommend cutting sim cards.
18
Name some of the reasons a customer would need to change their SIM card?
Old sim card is damaged.
Old sim card is lost or stolen.
Upgrading to a new device that requires a different SIM card
SIM card exhaustion
19
How much is a new sim card?
It is always free.
The customer only has to pay for the shipping and handling.
It a one time charge of 15.00.
It is 25.00
20
True or False, T-mobile One includes Music Freedom, Binge On and Data Stash?
False, only Music Freedom is included.
True, Music Freedom, Binge On & Data stash are included.
False, Music Freedom, Binge On & Data Stash are not included
False, All of the uncarrier moves are included.
21
True or False, When changing a mobile number the customer is only required to pay the taxes.
False, the customer only pays 15.00, tax is not included.
True, This is a free service to the customer.
False, there is a 15.00 processing fee plus tax.
True, this is one of the uncarrier moves.
22
How long does it take a sim card activation to update?
It takes 24 hours for a SIM to activate.
Most changes occur within minutes.
It may take up to 2 hours for the new SIM to activate.
The turnaround time for a SIM to activate is 4 hours.
23
What important information must you always go over with your customer before changing a number?
The mobile # change disclosure.
Advise the customer of the cancelled #'s on the account.
Advise the customer of their current rate plan.
The Change of Responsibility disclosure.
24
What scenarios are eligible for a fee waiver?
Harassing calls.
Port-ins to replace a current mobile number.
Calls for previous users of the mobile number.
Forced mobile number changes.
25
When processing a mobile # change what should you always do before exiting out of the account.
Change the customer to paperless billing.
Verify the customers email address is up to date.
Memo the reason for the number change.
Make sure the customer has an active EIP plan.
26
What is required to enroll for paperless billing?
Customers must set up a Primary Account Holder.
Customer must be a registered voter.
Customers must have a My T-Mobile account.
Customer must be on a T-Mobile One rate plan.
27
What is the base price for 3 lines on T-Mobile one with auto pay and without?
140.00
120.00
130.00
155.00
28
What are the benefits of paperless billing?
It always charges customer the same price every month.
Bills are viewable on My T-Mobile.com.
It allows customer to view bills 24 hrs a day 7 days a week.
It is a free service.
29
What fees are included in a payment arrangement for a suspended account?
Late fee
Payment support fee
Third party fees
Re-connection fees
30
What is a grandfathered rate plan?
A plan that is no longer available.
Plans only available for customers with a 2008 or earlier rp
A rate plan that T-Mobile currently offers.
A Special promotion rate plan.
