T-mobile Limited Express Stores Final Test
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Welcome to the final step in your T-Mobile Limited Express Stores Certification Process: Your Final Exam! All questions are multiple choice, and you may use any notes you took during your training. � An 85% or higher is required to pass. � Good luck!
- 1.The minimum required number of sales representatives on the sales floor at any time is:
- A.
5
- B.
1
- C.
2
- D.
3
- 2.The proper color pants to be worn, according to the T-Mobile Policy, is
- A.
Black, Navy or Khaki
- B.
Jeans
- C.
Black
- D.
Black or Navy
- E.
Black or Khaki
- 3.True or False: Express employees are permitted to use personal handsets from various carriers while on the sales floor.
- A.
True
- B.
False
- 4.The number of live handsets required for TPRI locations are:
- A.
20
- B.
10
- C.
Live handesets are not required for TPRI locations
- D.
17
- E.
27
- 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.
- A.
True
- B.
False
- 6.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.
- A.
True
- B.
False
- 7.True or False: T-Mobile TPRI locations must support 100% of the products and services offered by T-Mobile.
- A.
True
- B.
False
- 8.Churn is:
- A.
The number of customers who activate service in our location
- B.
The number of customers who run credit in our location but do not purchase a phone
- C.
The number of customers who activate service in our location vs the amount of our customers who disconnected service.
- 9.Conversion rates measure:
- A.
The amount of customers converted from another carrier to T-Mobile
- B.
The number of customers converted from Prepaid to Postpaid
- C.
The number of customers whose credit is run and approved for service in our location vs the number of customers who activate
- 10.The minimum goal for Prime Conversion rates is:
- A.
50%
- B.
20%
- C.
85%
- D.
35%
- E.
60%
- 11.Regarding the "TLC" program, what does "TLC" stand for?
- A.
Tender Loving Care
- B.
Think Long Commitment
- C.
Think Lifetime Customer
- D.
Teach Learn Coach
- 12.Describe the "TLC" program.
- A.
Customer follow up calls to answer questions, drive sales and increase customer loyalty
- B.
On-boarding the customer properly while in the store to ensure an enjoyable experience
- C.
Recommending the complete solution to each customer to maximize productivity
- D.
A method of team development to assist managers in creating a positive culture within their location
- 13.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:
- A.
The District Managers
- B.
The Store Managers
- C.
The Owners
- D.
The Office Staff
- E.
Everyone!!
- 14.
- A.
1
- B.
2
- C.
6
- D.
8
- E.
5
- 15.What do you dial on a customer's phone for find their balance due?
- A.
*BAL# (*225#)
- B.
#MIN# (#646#)
- C.
#BAL# (#225#)
- D.
$BAL$ ($225$)
- E.
You can only check in iCam
- 16.What do you dial on a customer's phone for find their minutes use?
- A.
#MIN# (#646#)
- B.
#BAL# (#225#)
- C.
*MIN# (*646#)
- D.
#USE# (#873#)
- E.
#NUM# (#686#)
- 17.
- A.
#BAL# (#225#)
- B.
#MSG# (#674#)
- C.
#NUM# (#686#)
- D.
#999#
- E.
You can only find the balance remaining on their Prepaid Account through the Flex Pay Customer Care department
- 18.
- A.
30 Days
- B.
90 Days
- C.
180 Days
- D.
One Year
- 19.T-Mobile uses a technology called ______________ for their voice services
- A.
CDMA
- B.
GSM
- C.
GRPS
- D.
TDMA
- E.
EDGE
- 20.Which of the following devices use a T-Mobile Mobile Broadband rate plan? (choose 3)
- A.
Dell Mini Netbook
- B.
Rocket 2.0
- C.
MyTouch 4g
- D.
Samsung Galaxy Tab
- E.
HTC HD7
- 21.What is the name of the technology for lightning fast internet speeds utillized by the WebConnect Rocket?
- A.
HSPA
- B.
3G
- C.
HSPA+
- D.
EDGE
- 22.Using WiFi to make (Hot Spot Calling) calls utilized by Blackberrys is what technology?
- A.
UMA
- B.
GPRS
- C.
3G
- D.
EDGE
- E.
GSM
- 23.What operating system does the MyTouch 4G and Samsung Galaxy use?
- A.
Alien
- B.
Android
- C.
Robot
- D.
Symbian
- E.
Windows
- 24.What is the current monthly service charge for Family Allowances?
- A.
$1.99 per line per month
- B.
$4.99 per line per month
- C.
$4.99 per account per month
- D.
$9.99 per account per month
- E.
Family Allowances has been discontinued with the new Even More Plans
- 25.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.
- A.
True
- B.
False
- 26.At what usage are the data speeds throttled for a webconnect laptop stick when on the $49.99 Classic Mobile Broadband rate plan?
- A.
10GB
- B.
200MB
- C.
5GB
- D.
2GB
- 27.The monthly recurring cost of the discounted 5gb no overage Classic Mobile Broadband rate plan is:
- A.
$29.99 per month
- B.
$24.99 per month
- C.
$49.99 per month
- D.
Pay per use at 10 cents per KB
- E.
$39.99 per month
- 28.The monthly recurring charge for lines 3, 4 and/or 5 on a Classic Family Plan (not unlimited) is
- A.
$10
- B.
$5
- C.
$15
- D.
$40
- E.
$20
- 29.The monthly recurring charge for lines 3, 4 and/or 5 with 500 minutes on an Classic Unlimited Family Plan is:
- A.
$10
- B.
$5
- C.
$15
- D.
$30
- E.
$20
- 30.The montly recurring charge for the 2gb data feature on an Classic rate plan is:
- A.
$10
- B.
$20
- C.
T-Mobile does not offer a 2gb data option
- D.
$30
- E.
$60
- 31.The maximum amount of lines a consumer can have on one Family Plan is:
- A.
3
- B.
4
- C.
5
- D.
6
- E.
As many as their credit approves them for
- 32.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.
- A.
True
- B.
False
- 33.What resource is used to assist when properly right fitting a customer for the proper data feature?
- A.
PCC
- B.
Data Calculator
- C.
Watson
- D.
CAM
- E.
POS
- 34.What is the monthly recurring charge for the 5gb unlimited data feature on an Classic rate plan?
- A.
$10
- B.
$20
- C.
$30
- D.
$60
- E.
T-Mobile does not offer unlimited data features
- 35.Message value bundles are available in what amounts on the Classic Plans?
- A.
300 messages, 1000 Messages, Unlimited Messaging
- B.
300 Messages and Unlimited Messages
- C.
500 Messages and Unlimited Messages
- D.
Unlimited Messages
- 36.A customer activating service as a "Deposit Product" is eligible to activate how many lines of voice service on that account?
- A.
1
- B.
2
- C.
3
- D.
5
- E.
10
- 37.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"?
- A.
$0 - "D" class customers do not have to pay a deposit
- B.
$50
- C.
$100
- D.
$200
- E.
$400
- 38.The Buyers Remorse Period in which a customer can cancel service or exchange their handset is:
- A.
30 days
- B.
14 days
- C.
15 days
- D.
The customer cannot cancel or exchange once they sign the contract
- E.
7 days
- 39.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.
- A.
True
- B.
False
- 40.What is the monthly recurring charge for the tethering feature that allows consumers to use their handset to supply internet access to a computer?
- A.
9.99
- B.
19.99
- C.
14.99
- D.
29.99
- E.
T-Mobile does not offer this feature
- 41.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.
- A.
True
- B.
False
- 42.What does "VPN" stand for when explaining "Why T-Mobile" to a customer?
- A.
Virtual Private Network
- B.
Value, Product, Network
- C.
Valued, People, News
- D.
None of the above
- 43.True or False: Customers can change from Classic rate plans to Value rate plans at any time without fees or restrictions.
- A.
True
- B.
False
- 44.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.
- A.
False
- B.
True
- 45.The Handset Upgrade fee charged to a customer when they renew their contract to get a new phone is:
- A.
$18 per account
- B.
$18 per line
- C.
$40 per account
- D.
$35 per line
- E.
Customers do not have an upgrade fee
- 46.The activation charged to a customer's first bill is:
- A.
$18 per line
- B.
$18 per account
- C.
$35 per line
- D.
$35 per account
- E.
There is no activation fee for new customers
- 47.The T-Mobile system used to run credit applications for new customers in the T-Mobile Limited stores is:
- A.
PreCash
- B.
WATSON
- C.
CAM
- D.
Retail IQ
- E.
T-Mobile.com
- 48.The T-Mobile system used to access existing customers accounts through WATSON is:
- A.
PreCash
- B.
POS
- C.
CAM
- D.
Retail IQ
- E.
T-Mobile.com
- 49.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:
- A.
$49.99
- B.
$59.99
- C.
$69.99
- D.
$79.99
- E.
$99.99
- 50.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:
- A.
T-Mobile EXPRESS!!!!!
- B.
Any other carrier
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