T-mobile Limited Express Stores Final Test
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
Correct Answer
C. 2Explanation
Express is required to have a minimum of 2 sales representatives on the sales floor at all times.Rate this question:
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- 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
Correct Answer
C. BlackExplanation
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 tagRate this question:
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- 3.
True or False: Express employees are permitted to use personal handsets from various carriers while on the sales floor.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
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!Rate this question:
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- 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
Correct Answer
E. 27Explanation
TPRI locations must support all of T-Mobile products and services resulting in 27 live devices on display.Rate this question:
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- 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
Correct Answer
B. FalseExplanation
To maintain the highest professionalism in our locations, we may only post printed price cards for our displays.Rate this question:
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- 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
Correct Answer
B. FalseExplanation
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.Rate this question:
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- 7.
True or False: T-Mobile TPRI locations must support 100% of the products and services offered by T-Mobile.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
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.Rate this question:
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- 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.
Correct Answer
C. The number of customers who activate service in our location vs the amount of our customers who disconnected service.Explanation
Properly Right Fitting a customer assists in driving down CHURN which results in fewer chargebacks.Rate this question:
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- 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
Correct Answer
C. The number of customers whose credit is run and approved for service in our location vs the number of customers who activateExplanation
When a customer is approved for a prime activation, do not leave money on the table. Close the sale.Rate this question:
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- 10.
The minimum goal for Prime Conversion rates is:
- A.
50%
- B.
20%
- C.
85%
- D.
35%
- E.
60%
Correct Answer
C. 85%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.Rate this question:
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- 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
Correct Answer
C. Think Lifetime CustomerExplanation
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.Rate this question:
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- 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
Correct Answer
A. Customer follow up calls to answer questions, drive sales and increase customer loyaltyExplanation
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!Rate this question:
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- 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!!
Correct Answer
E. Everyone!!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.Rate this question:
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- 14.
How many Personal Coverage Checks are required to be completed for each customer?
- A.
1
- B.
2
- C.
6
- D.
8
- E.
5
Correct Answer
B. 2Explanation
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.Rate this question:
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- 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
Correct Answer
C. #BAL# (#225#)Explanation
To find a customer's balance due on their phone, you need to dial #BAL# (#225#).Rate this question:
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- 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#)
Correct Answer
A. #MIN# (#646#)Explanation
To find a customer's minutes use on their phone, you dial #MIN# (#646#).Rate this question:
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- 17.
What do you dial on a Prepaid customer's phone to find the balance remaining on their Prepaid Account?
- 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
Correct Answer
D. #999#Explanation
To find the balance remaining on a Prepaid customer's phone, you need to dial #999#.Rate this question:
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- 18.
What is the expiration on a $100 Prepaid Refill card when used to fund a standard ToGo Prepaid service?
- A.
30 Days
- B.
90 Days
- C.
180 Days
- D.
One Year
Correct Answer
D. One YearExplanation
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.Rate this question:
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- 19.
T-Mobile uses a technology called ______________ for their voice services
- A.
CDMA
- B.
GSM
- C.
GRPS
- D.
TDMA
- E.
EDGE
Correct Answer
B. GSMExplanation
Global System for Mobile CommunicationsRate this question:
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- 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
Correct Answer(s)
A. Dell Mini Netbook
B. Rocket 2.0
D. Samsung Galaxy TabExplanation
Be sure to ask probing questions to discover data needs. This will lead to increased Mobile Brandband Sales!Rate this question:
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- 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
Correct Answer
C. HSPA+Explanation
High Speed Packet Access +
- peak speeds of 42mbps in select markets
- the nations largest 4g networkRate this question:
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- 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
Correct Answer
A. UMAExplanation
Unlicensed Mobile AccessRate this question:
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- 23.
What operating system does the MyTouch 4G and Samsung Galaxy use?
- A.
Alien
- B.
Android
- C.
Robot
- D.
Symbian
- E.
Windows
Correct Answer
B. AndroidExplanation
I hope you didn't choose AlienRate this question:
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- 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
Correct Answer
C. $4.99 per account per monthExplanation
Family Allowances provides our customers with the peace of mind to know who their family is communicating with, how often and when.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
Ask every cusotomer where they work!Rate this question:
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- 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
Correct Answer
C. 5GBExplanation
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.Rate this question:
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- 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
Correct Answer
E. $39.99 per monthExplanation
Existing customers with T-Mobile qualify for a discounted mobile broadband rate plan.Rate this question:
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- 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
Correct Answer
A. $10Explanation
Ask qualifying questions to discover additional needs such as add-a-line options....Maximize the sale!Rate this question:
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- 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
Correct Answer
A. $10Explanation
Best option in wireless for family shoppers providing an exceptional VALUE!Rate this question:
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- 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
Correct Answer
B. $20Explanation
The monthly recurring charge for the 2GB data feature on a Classic rate plan is $20.Rate this question:
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- 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
Correct Answer
C. 5Explanation
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.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
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!Rate this question:
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- 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
Correct Answer
B. Data CalculatorExplanation
This can be accessed on www.T-Mobile.comRate this question:
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- 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
Correct Answer
C. $30Explanation
The monthly recurring charge for the 5GB unlimited data feature on a Classic rate plan is $30.Rate this question:
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- 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
Correct Answer
D. Unlimited MessagesExplanation
T-Mobile only offers unlimited messagingRate this question:
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- 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
Correct Answer
D. 5Explanation
Deposit customers qualify for 5 lines of voice service as well as 1 mobile broadband product.Rate this question:
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- 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
Correct Answer
B. $50Explanation
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 broadbandRate this question:
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- 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
Correct Answer
B. 14 daysExplanation
Please remember - the purchase date counts as day 1!Rate this question:
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- 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
Correct Answer
B. FalseExplanation
The data feature is required for all customers purchasing a smart phone on a 2 year contract.Rate this question:
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- 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
Correct Answer
C. 14.99Explanation
Tethering is using your device as an internet modem and this feature also incudes Wi-Fi sharingRate this question:
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- 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
Correct Answer
B. FalseExplanation
FREE Wi-Fi Calling!Rate this question:
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- 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
Correct Answer
B. Value, Product, NetworkExplanation
Always have your elevator pitch ready for customers that focuses on the Value, Products and Network that T-Mobile provides.Rate this question:
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- 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
Correct Answer
B. FalseExplanation
Certain resrtictions and fees do apply for customers migrating between Even More and Even More Plus rate plans. Always RIGHT FIT the customer!Rate this question:
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- 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
Correct Answer
A. FalseExplanation
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.Rate this question:
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- 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
Correct Answer
B. $18 per lineExplanation
This is a one time fee and must be paid for at the time of sale.Rate this question:
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- 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
Correct Answer
C. $35 per lineExplanation
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.Rate this question:
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- 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
Correct Answer
B. WATSONExplanation
To activate an account for a customer new to T-Mobile, the credit check is found in WATSON.Rate this question:
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- 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
Correct Answer
C. CAMExplanation
Customer Account Management: be sure to check for upgrades and add-a-line options for each customerRate this question:
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- 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
Correct Answer
A. $49.99Explanation
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.Rate this question:
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- 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
Correct Answer
A. T-Mobile EXPRESS!!!!!Explanation
I really hope you didn't get this one wrong! Welcome to the team!Rate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Nov 14, 2009Quiz Created by
Dariamarsh
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