T-mobile Limited Express Stores Final Test

1. What operating system does the MyTouch 4G and Samsung Galaxy use?

Alien

Android

Robot

Symbian

Windows

I hope you didn't choose Alien

Explanation

I hope you didn't choose Alien

2. True or False: T-Mobile TPRI locations must support 100% of the products and services offered by T-Mobile.

True

False

Having 100% of T-Mobile products and services allows you to sell with confidence as well as properly right fit our customers with the devices that are best for their lifestyles.

Explanation

Having 100% of T-Mobile products and services allows you to sell with confidence as well as properly right fit our customers with the devices that are best for their lifestyles.

3. The US wireless carrier who has the "Coverage you need at the price you want", award winning customer service, the most innovative products and services and most well trained sales staff is:

T-Mobile EXPRESS!!!!!

Any other carrier

I really hope you didn't get this one wrong! Welcome to the team!

Explanation

I really hope you didn't get this one wrong! Welcome to the team!

4. The Auditor Score Card measures store compliance with the T-Mobile rules and regulations of store and representative appearance. It is the responsibility of the following people to be sure the store is always compliant:

The District Managers

The Store Managers

The Owners

The Office Staff

Everyone!!

IIMJ - It Is My Job...if we all work together, our stores will be a success. It is the responsiblity of every one of us to do all we can to keep our stores compliant.

Explanation

IIMJ - It Is My Job...if we all work together, our stores will be a success. It is the responsiblity of every one of us to do all we can to keep our stores compliant.

5. True or False: If a new handset is delivered to the store and the dummy phone is on display, but no price card was emailed, it is acceptable to display a handwritten price card until the computer generated card is sent.

True

False

To maintain the highest professionalism in our locations, we may only post printed price cards for our displays.

Explanation

To maintain the highest professionalism in our locations, we may only post printed price cards for our displays.

6. True or False: Employees of businesses that are eligible for the Premier Discount Program are eligible for waived activation fees and a percentage off of their monthly bill.

True

False

Ask every cusotomer where they work!

Explanation

Ask every cusotomer where they work!

7. True or False: Express employees are permitted to use personal handsets from various carriers while on the sales floor.

True

False

Associates are not required to have T-Mobile service, however, if the associate is using a non T-Mobile device, the device is not to be on the sales floor at any time. Don't forget about our amazing dealer lines that are available!

Explanation

Associates are not required to have T-Mobile service, however, if the associate is using a non T-Mobile device, the device is not to be on the sales floor at any time. Don't forget about our amazing dealer lines that are available!

8. What do you dial on a customer's phone for find their minutes use?

#MIN# (#646#)

#BAL# (#225#)

*MIN# (*646#)

#USE# (#873#)

#NUM# (#686#)

To find a customer's minutes use on their phone, you dial #MIN# (#646#).

Explanation

To find a customer's minutes use on their phone, you dial #MIN# (#646#).

9. The minimum required number of sales representatives on the sales floor at any time is:

5

1

2

3

Express is required to have a minimum of 2 sales representatives on the sales floor at all times.

Explanation

Express is required to have a minimum of 2 sales representatives on the sales floor at all times.

10. The minimum goal for Prime Conversion rates is:

50%

20%

85%

35%

60%

The minimum goal for Prime Conversion rates is 85%. This means that the desired target for converting customers into Prime members is set at 85%. In other words, the company aims to achieve a conversion rate of at least 85% in order to meet their goals and objectives. This indicates a high level of success in persuading customers to upgrade to a Prime membership.

Explanation

The minimum goal for Prime Conversion rates is 85%. This means that the desired target for converting customers into Prime members is set at 85%. In other words, the company aims to achieve a conversion rate of at least 85% in order to meet their goals and objectives. This indicates a high level of success in persuading customers to upgrade to a Prime membership.

11. The proper color pants to be worn, according to the T-Mobile Policy, is

Black, Navy or Khaki

Jeans

Black

Black or Navy

Black or Khaki

T-Mobile dress policy consists of the following: white T-Mobile shirt (long sleeve dress shirt, short sleeve polo), black pants, black belt, black dress shoes, name tag

Explanation

T-Mobile dress policy consists of the following: white T-Mobile shirt (long sleeve dress shirt, short sleeve polo), black pants, black belt, black dress shoes, name tag

12. Churn is:

The number of customers who activate service in our location

The number of customers who run credit in our location but do not purchase a phone

The number of customers who activate service in our location vs the amount of our customers who disconnected service.

Properly Right Fitting a customer assists in driving down CHURN which results in fewer chargebacks.

Explanation

Properly Right Fitting a customer assists in driving down CHURN which results in fewer chargebacks.

13. Regarding the "TLC" program, what does "TLC" stand for?

Tender Loving Care

Think Long Commitment

Think Lifetime Customer

Teach Learn Coach

The correct answer is "Think Lifetime Customer" because the term "TLC" in the context of the program suggests that the focus is on developing a long-term relationship with customers. The phrase "Think Lifetime Customer" implies that the program aims to prioritize customer satisfaction and loyalty, encouraging businesses to consider the lifetime value of their customers. This approach involves providing excellent service and continuously meeting the needs and expectations of customers throughout their entire relationship with the company.

Explanation

The correct answer is "Think Lifetime Customer" because the term "TLC" in the context of the program suggests that the focus is on developing a long-term relationship with customers. The phrase "Think Lifetime Customer" implies that the program aims to prioritize customer satisfaction and loyalty, encouraging businesses to consider the lifetime value of their customers. This approach involves providing excellent service and continuously meeting the needs and expectations of customers throughout their entire relationship with the company.

14. Message value bundles are available in what amounts on the Classic Plans?

300 messages, 1000 Messages, Unlimited Messaging

300 Messages and Unlimited Messages

500 Messages and Unlimited Messages

Unlimited Messages

T-Mobile only offers unlimited messaging

Explanation

T-Mobile only offers unlimited messaging

15. To be competitive with Unlimited Plans from other carriers, T-Mobile launched their Classic and Value rate plans. T-Mobile Unlimited Talk Plans start at:

$49.99

$59.99

$69.99

$79.99

$99.99

T-Mobile launched their Classic and Value rate plans in order to be competitive with Unlimited Plans from other carriers. The starting price for T-Mobile's Unlimited Talk Plans is $49.99.

Explanation

T-Mobile launched their Classic and Value rate plans in order to be competitive with Unlimited Plans from other carriers. The starting price for T-Mobile's Unlimited Talk Plans is $49.99.

16. How many Personal Coverage Checks are required to be completed for each customer?

1

2

6

8

5

The #1 reason consumers are unhappy with their wireless service is COVERAGE! Ensure we take the time to show our customers the excellent coverage which T-Mobile provides.

Explanation

The #1 reason consumers are unhappy with their wireless service is COVERAGE! Ensure we take the time to show our customers the excellent coverage which T-Mobile provides.

17. The Buyers Remorse Period in which a customer can cancel service or exchange their handset is:

30 days

14 days

15 days

The customer cannot cancel or exchange once they sign the contract

7 days

Please remember - the purchase date counts as day 1!

Explanation

Please remember - the purchase date counts as day 1!

18. True or False: Customers who purchase the Samsung Galaxy 4Gs on an Classic 2 year contract are not required to have the data feature if they want web browsing only without access to the Android Marketplace.

True

False

The data feature is required for all customers purchasing a smart phone on a 2 year contract.

Explanation

The data feature is required for all customers purchasing a smart phone on a 2 year contract.

19. The T-Mobile system used to run credit applications for new customers in the T-Mobile Limited stores is:

PreCash

WATSON

CAM

Retail IQ

T-Mobile.com

To activate an account for a customer new to T-Mobile, the credit check is found in WATSON.

Explanation

To activate an account for a customer new to T-Mobile, the credit check is found in WATSON.

20. What does "VPN" stand for when explaining "Why T-Mobile" to a customer?

Virtual Private Network

Value, Product, Network

Valued, People, News

None of the above

Always have your elevator pitch ready for customers that focuses on the Value, Products and Network that T-Mobile provides.

Explanation

Always have your elevator pitch ready for customers that focuses on the Value, Products and Network that T-Mobile provides.

21. T-Mobile uses a technology called ______________ for their voice services

CDMA

GSM

GRPS

TDMA

EDGE

Global System for Mobile Communications

Explanation

Global System for Mobile Communications

22. What is the name of the technology for lightning fast internet speeds utillized by the WebConnect Rocket?

HSPA

3G

HSPA+

EDGE

High Speed Packet Access +
- peak speeds of 42mbps in select markets
- the nations largest 4g network

Explanation

High Speed Packet Access +
- peak speeds of 42mbps in select markets
- the nations largest 4g network

23. The maximum amount of lines a consumer can have on one Family Plan is:

3

4

5

6

As many as their credit approves them for

Customers can have as many lines as the credit check approves them for. However, the maximum number of lines on one family plan is 5.

Explanation

Customers can have as many lines as the credit check approves them for. However, the maximum number of lines on one family plan is 5.

24. True or False: A customer on an Classic rate plan with the 200mb data feature will be charged overages once they have exceeded 200mb of data use per billing cycle.

True

False

T-Mobile data features provide an unlimited data experience to our customers. There are no overage charges however the data speeds will be throttled once the limits are reached. RIGHT FIT the customer!

Explanation

T-Mobile data features provide an unlimited data experience to our customers. There are no overage charges however the data speeds will be throttled once the limits are reached. RIGHT FIT the customer!

25. True or False: Customers can change from Classic rate plans to Value rate plans at any time without fees or restrictions.

True

False

Certain resrtictions and fees do apply for customers migrating between Even More and Even More Plus rate plans. Always RIGHT FIT the customer!

Explanation

Certain resrtictions and fees do apply for customers migrating between Even More and Even More Plus rate plans. Always RIGHT FIT the customer!

26. True or False: Sales representatives can post collateral (signs) sent from the handset manufacturers in their showroom as long as it matches the T-Mobile approved signage.

True

False

Our locations must be 100% retail ready each and every day. Only approved T-Mobile collateral is permitted to be posted on the sales floor.

Explanation

Our locations must be 100% retail ready each and every day. Only approved T-Mobile collateral is permitted to be posted on the sales floor.

27. Conversion rates measure:

The amount of customers converted from another carrier to T-Mobile

The number of customers converted from Prepaid to Postpaid

The number of customers whose credit is run and approved for service in our location vs the number of customers who activate

When a customer is approved for a prime activation, do not leave money on the table. Close the sale.

Explanation

When a customer is approved for a prime activation, do not leave money on the table. Close the sale.

28. Describe the "TLC" program.

Customer follow up calls to answer questions, drive sales and increase customer loyalty

On-boarding the customer properly while in the store to ensure an enjoyable experience

Recommending the complete solution to each customer to maximize productivity

A method of team development to assist managers in creating a positive culture within their location

TLC assists in creating an award-winning experience for our customers and leads to happier customers who will buy more and refer more. Happy customers are loyal customers!

Explanation

TLC assists in creating an award-winning experience for our customers and leads to happier customers who will buy more and refer more. Happy customers are loyal customers!

29. What resource is used to assist when properly right fitting a customer for the proper data feature?

PCC

Data Calculator

Watson

CAM

POS

This can be accessed on www.T-Mobile.com

Explanation

This can be accessed on www.T-Mobile.com

30. The T-Mobile system used to access existing customers accounts through WATSON is:

PreCash

POS

CAM

Retail IQ

T-Mobile.com

Customer Account Management: be sure to check for upgrades and add-a-line options for each customer

Explanation

Customer Account Management: be sure to check for upgrades and add-a-line options for each customer

31. True or False: Wi-Fi Calling is feature that provides customers with exceptional coverage when connected to a wireless network. T-Mobile offers this feature to customers for $14.99 per month.

True

False

FREE Wi-Fi Calling!

Explanation

FREE Wi-Fi Calling!

32. The number of live handsets required for TPRI locations are:

20

10

Live handesets are not required for TPRI locations

17

27

TPRI locations must support all of T-Mobile products and services resulting in 27 live devices on display.

Explanation

TPRI locations must support all of T-Mobile products and services resulting in 27 live devices on display.

33. What do you dial on a customer's phone for find their balance due?

*BAL# (*225#)

#MIN# (#646#)

#BAL# (#225#)

$BAL$ ($225$)

You can only check in iCam

To find a customer's balance due on their phone, you need to dial #BAL# (#225#).

Explanation

To find a customer's balance due on their phone, you need to dial #BAL# (#225#).

34. What is the deposit amount per line a customer must pay for the first two voices lines and one mobile brandband device when they have a credit class of "D"?

$0 - "D" class customers do not have to pay a deposit

$50

$100

$200

$400

Make sure to pffer the Depost Product as a REFUNDABLE DEPOSIT!
Class D = $50 for the first 2 voice lines and 1 mobile broadband
Class H = $100 for the first 2 voice lines and 1 mobile broadband
Class I = $200 for the first 2 voice lines and 1 mobile broadband
Class Y = $400 for all voice lines and 1 mobile broadband

Explanation

Make sure to pffer the Depost Product as a REFUNDABLE DEPOSIT!
Class D = $50 for the first 2 voice lines and 1 mobile broadband
Class H = $100 for the first 2 voice lines and 1 mobile broadband
Class I = $200 for the first 2 voice lines and 1 mobile broadband
Class Y = $400 for all voice lines and 1 mobile broadband

35. What is the expiration on a $100 Prepaid Refill card when used to fund a standard ToGo Prepaid service?

30 Days

90 Days

180 Days

One Year

The expiration on a $100 Prepaid Refill card when used to fund a standard ToGo Prepaid service is one year. This means that the $100 balance on the card will remain valid for a period of one year from the time it is used to fund the service. After one year, the balance will expire and cannot be used anymore.

Explanation

The expiration on a $100 Prepaid Refill card when used to fund a standard ToGo Prepaid service is one year. This means that the $100 balance on the card will remain valid for a period of one year from the time it is used to fund the service. After one year, the balance will expire and cannot be used anymore.

36. What is the monthly recurring charge for the tethering feature that allows consumers to use their handset to supply internet access to a computer?

9.99

19.99

14.99

29.99

T-Mobile does not offer this feature

Tethering is using your device as an internet modem and this feature also incudes Wi-Fi sharing

Explanation

Tethering is using your device as an internet modem and this feature also incudes Wi-Fi sharing

37. The activation charged to a customer's first bill is:

$18 per line

$18 per account

$35 per line

$35 per account

There is no activation fee for new customers

This is a one time fee which the customer will see on their first months bill. Remember to ask each customer where they work to find out if they qualify for the Premier Discount Program.

Explanation

This is a one time fee which the customer will see on their first months bill. Remember to ask each customer where they work to find out if they qualify for the Premier Discount Program.

38. The monthly recurring charge for lines 3, 4 and/or 5 on a Classic Family Plan (not unlimited) is

$10

$5

$15

$40

$20

Ask qualifying questions to discover additional needs such as add-a-line options....Maximize the sale!

Explanation

Ask qualifying questions to discover additional needs such as add-a-line options....Maximize the sale!

39. What is the monthly recurring charge for the 5gb unlimited data feature on an Classic rate plan?

$10

$20

$30

$60

T-Mobile does not offer unlimited data features

The monthly recurring charge for the 5GB unlimited data feature on a Classic rate plan is $30.

Explanation

The monthly recurring charge for the 5GB unlimited data feature on a Classic rate plan is $30.

40. The montly recurring charge for the 2gb data feature on an Classic rate plan is:

$10

$20

T-Mobile does not offer a 2gb data option

$30

$60

The monthly recurring charge for the 2GB data feature on a Classic rate plan is $20.

Explanation

The monthly recurring charge for the 2GB data feature on a Classic rate plan is $20.

41. True or False: The T-Mobile Data Service Policy provides customers on an Classic rate plan the option to decide whether or not they want the web feature on their smartphone device.

False

True

The Data Service Policy Requires customers on an Even More rate plan to have the web feature for the length of the contract when purchasing a smartphone device.

Explanation

The Data Service Policy Requires customers on an Even More rate plan to have the web feature for the length of the contract when purchasing a smartphone device.

42. Using WiFi to make (Hot Spot Calling) calls utilized by Blackberrys is what technology?

UMA

GPRS

3G

EDGE

GSM

Unlicensed Mobile Access

Explanation

Unlicensed Mobile Access

43. What do you dial on a Prepaid customer's phone to find the balance remaining on their Prepaid Account?

#BAL# (#225#)

#MSG# (#674#)

#NUM# (#686#)

#999#

You can only find the balance remaining on their Prepaid Account through the Flex Pay Customer Care department

To find the balance remaining on a Prepaid customer's phone, you need to dial #999#.

Explanation

To find the balance remaining on a Prepaid customer's phone, you need to dial #999#.

44. The Handset Upgrade fee charged to a customer when they renew their contract to get a new phone is:

$18 per account

$18 per line

$40 per account

$35 per line

Customers do not have an upgrade fee

This is a one time fee and must be paid for at the time of sale.

Explanation

This is a one time fee and must be paid for at the time of sale.

45. At what usage are the data speeds throttled for a webconnect laptop stick when on the $49.99 Classic Mobile Broadband rate plan?

10GB

200MB

5GB

2GB

Remember, if a customer comes into your store with an issue pertaining to data speeds, check their account in CAM to view if the speeds have been throttled.

Explanation

Remember, if a customer comes into your store with an issue pertaining to data speeds, check their account in CAM to view if the speeds have been throttled.

46. A customer activating service as a "Deposit Product" is eligible to activate how many lines of voice service on that account?

1

2

3

5

10

Deposit customers qualify for 5 lines of voice service as well as 1 mobile broadband product.

Explanation

Deposit customers qualify for 5 lines of voice service as well as 1 mobile broadband product.

47. What is the current monthly service charge for Family Allowances?

$1.99 per line per month

$4.99 per line per month

$4.99 per account per month

$9.99 per account per month

Family Allowances has been discontinued with the new Even More Plans

Family Allowances provides our customers with the peace of mind to know who their family is communicating with, how often and when.

Explanation

Family Allowances provides our customers with the peace of mind to know who their family is communicating with, how often and when.

48. The monthly recurring charge for lines 3, 4 and/or 5 with 500 minutes on an Classic Unlimited Family Plan is:

$10

$5

$15

$30

$20

Best option in wireless for family shoppers providing an exceptional VALUE!

Explanation

Best option in wireless for family shoppers providing an exceptional VALUE!

49. Which of the following devices use a T-Mobile Mobile Broadband rate plan? (choose 3)

Dell Mini Netbook

Rocket 2.0

MyTouch 4g

Samsung Galaxy Tab

HTC HD7

Be sure to ask probing questions to discover data needs. This will lead to increased Mobile Brandband Sales!

Explanation

Be sure to ask probing questions to discover data needs. This will lead to increased Mobile Brandband Sales!

Submit

50. The monthly recurring cost of the discounted 5gb no overage Classic Mobile Broadband rate plan is:

$29.99 per month

$24.99 per month

$49.99 per month

Pay per use at 10 cents per KB

$39.99 per month

Existing customers with T-Mobile qualify for a discounted mobile broadband rate plan.

Explanation

Existing customers with T-Mobile qualify for a discounted mobile broadband rate plan.