Executive Summery Quiz (With Metrocareagent/Newsletter Updates)

2.

When attempting to enter an account and the customer provides a 4 digit pin, is it ok to double the numbers (ex, 4404 to 44044404) or change the number in another way to attempt to enter the account?

True
False

Correct Answer

A. False

Explanation

The only exception to this is if the customer states that their birthday is their pin and they state it is April 4, 89 or 4/4/89. The agent can place the zero’s and the 19 in front of the year to complete the pin. However, if the customer provides 4489 the agent can’t place 4489 and then to try to get in the account place it as 4489 4489 unless the customer specifically states that is what the pin is.

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3.

HTC desire 626s MR2 is getting an update pushed (sent to the phone from MetroPCS/HTC/Google) to update the OS to Marshmallow 6.0 and adding RCS (Rich Communication Services). The software version is 2.17.1550.1When are we expected to push this update out to the customer's devices?

7/25 to 8/29 (excluding weekends)
7/15 to 8/15 (excluding weekdays)
7/20 to 8/23 (day or night)
When the cx's chooses to update the device.

Correct Answer

A. 7/25 to 8/29 (excluding weekends)

Explanation

The software update is being PUSHED to devices 7/25 to 8/29 (excluding weekends). Rich Communication Services gives video calling and enlarged pictures and adding Additional security and enhancing the service.

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4.

MetroPCS's newest addition to our line up of phones is the:

Alcatel TRU
HTC Desire
ZTE Zmax PRO
IPhone 6 in Rose Gold

Correct Answer

A. Alcatel TRU

Explanation

Device's official Launch is Monday, August 15 for the Alcatel TRU
It is a 4G LTE enabled device, with Android™ 5.0 Lollipop OS, 5" FWVGA touchscreen display, 5MP autofocus main camera with LED and flash, a 2MP front-facing camera, the main chip is a Quad core 1.1GHz processor, with 8GM ROM (internal storage) / 1GM RAM. The internal storage is expandable to an additional 32GB with microSD card (40GB total and the SD card is sold separately)

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5.

The Alcatel TRU device, lauches on Monday August 15th. Some of the amazing features it will provide are: (Select four)

4G LTE enabled device
Android 5.0 Lollipop OS
Quad core 1.1 Ghz processor
Memory expandable with SD card (upto 32gb additional)
6" Touchscreen display
Marshmallow 6.0 OS
5G LTE enabled
Quad core 1.6Ghz processor

Correct Answer(s)

A. 4G LTE enabled device
A. Android 5.0 Lollipop OS
A. Quad core 1.1 Ghz processor
A. Memory expandable with SD card (upto 32gb additional)

Explanation

. 4G LTE enabled, Android™ 5.0 Lollipop, 5" FWVGA touchscreen display, 5MP autofocus main camera with LED, flash, 2MP front-facing camera, Quad core 1.1GHz processor, 8GM ROM / 1GM RAM, Expandable to 32GB with microSD card (sold separately)

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6.

USB-C chargers are now being sold at MetroPCS for the following device:

ZTE ZMAX PRO
Samsung Galaxy S7
Samsung On5
Alcatel TRU

Correct Answer

A. ZTE ZMAX PRO

Explanation

ZTE Zmax Pro has the latest in USB connectivity with USB-C.
You can plug it into the phone any side up (improvement over previous USB connections), and it provides quicker charging and data transfer than previously provided with USB-B.
It is not backward compatible, meaning the new USB-C charger will only connect to other phones that use USB-C.

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7.

Per the June 2nd news letter, Please select the instances when you would transfer to WNP Department. (Select any that apply)

Any other port statuses except Account status and incorrect account information (6D, 8A, 8D, 8C) display
Port Edit button in ASAP is greyed out
Cx wants to cancel the port and get a MetroPCS number.
Fraudulently ported numbers without permission.
Port in requests from resellers.
Ported activation on existing account (Number change from MetroPCS number to ported in number)
SOA conflict request
SOA create request
Wireline Port Request
WNP fallout

Correct Answer(s)

A. Any other port statuses except Account status and incorrect account information (6D, 8A, 8D, 8C) display
A. Port Edit button in ASAP is greyed out
A. Cx wants to cancel the port and get a MetroPCS number.
A. Fraudulently ported numbers without permission.
A. Port in requests from resellers.
A. Ported activation on existing account (Number change from MetroPCS number to ported in number)
A. SOA conflict request
A. SOA create request
A. Wireline Port Request
A. WNP fallout

Explanation

The correct answer includes all the instances when you would transfer to the WNP Department. This includes any other port statuses except Account status and incorrect account information, when the Port Edit button in ASAP is greyed out, when the customer wants to cancel the port and get a MetroPCS number, when there are fraudulently ported numbers without permission, port in requests from resellers, ported activation on an existing account, SOA conflict request, SOA create request, Wireline Port Request, and WNP fallout. These are all situations that require the involvement of the WNP Department for resolution.

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8.

Starting _____ Rhapsody Unlimited music will be changing to Napster unlimited music.

July 15th
June 30th
June 3rd
July 2nd

Correct Answer

A. July 15th

Explanation

Customers will have to download the new Napster app to continue using the services. No price, service or user experience change will be made. Rhapsody is notifing customers about the change.

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9.

Customers will no longer be able to sign up for the $1 Block-it/Metro Name ID service starting july 20th. Those that have it will be able to subscribe to a one week trial of the new ....

$2 Name ID service
$1 My Details
$5 Value Bundle
$0 Call waiting

Correct Answer

A. $2 Name ID service

Explanation

Starting July 20th, the $1 Block-it/Metro name iD service will be expired in ASAP. In its place, customers will have the option to participate in a one week trial of the $2 name iD service.

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10.

07/07/16 – 10/05/16 MetroPCS is running a promotion that when an account that is $50 or $60 plan adds a second line and get the benefits of a $50 plan for only $25.

True
False

Correct Answer

A. True

Explanation

When signing up on the $50 or $60 plan, add a line for $25.
$25 lines get the same benefits as the $50 plan.
Available to new and existing customers.
Reactivations are eligible for this promotion.

Requirements:

Must have 2 or more lines on the account.
One line must have the non-discount $50 or $60 plan
Limit 4 $25 5GB rate plans per account

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Executive Summery Quiz (With Metrocareagent/Newsletter Updates)

To enter a MetroPCS account you must verify Name, Phone number, and 8 digit Security pin or password to enter the account, every time?

Quiz Preview

When attempting to enter an account and the customer provides a 4 digit pin, is it ok to double the numbers (ex, 4404 to 44044404) or change the number in another way to attempt to enter the account?

HTC desire 626s MR2 is getting an update pushed (sent to the phone from MetroPCS/HTC/Google) to update the OS to Marshmallow 6.0 and adding RCS (Rich Communication Services). The software version is 2.17.1550.1When are we expected to push this update out to the customer's devices?

MetroPCS's newest addition to our line up of phones is the:

The Alcatel TRU device, lauches on Monday August 15th. Some of the amazing features it will provide are: (Select four)

USB-C chargers are now being sold at MetroPCS for the following device:

Per the June 2nd news letter, Please select the instances when you would transfer to WNP Department. (Select any that apply)

Starting _____ Rhapsody Unlimited music will be changing to Napster unlimited music.

Customers will no longer be able to sign up for the $1 Block-it/Metro Name ID service starting july 20th. Those that have it will be able to subscribe to a one week trial of the new ....

07/07/16 – 10/05/16 MetroPCS is running a promotion that when an account that is $50 or $60 plan adds a second line and get the benefits of a $50 plan for only $25.