ITP Midterm

1.

1 point

Your customer has just received their first bill. What charges do you anticipate having to explain to them?

A) Activation fee

B) Upgrade fee

C) Prorated charges

D) Past due balance

Both A & B

Both A & C

Both C & D

All of the above

2.

1 point

Your customer wants to add Mobile Hotspot to his phone. He is currently on the Everything Data 450 plan.

What are his options for adding a hotspot?

A) Add the 2GB Mobile Hotspot add-on for $19.99

B) Add the 6GB Mobile Hotspot add-on for $49.99

C) Switch to the Unlimited My Way plan and add the 1GB Mobile Hotspot add-on for $10

D) Switch to the My All-In plan which has it included, total price $110

Both A & B

Both C & D

All of the above

3.

1 point

How much is a Sprint customer charged for domestic 411 calls?

$1.49 per call (plus airtime)

$1.99 per call (plus airtime)

$0.99 per call (plus airtime)

$1.79 per call (plus airtime)

4.

1 point

Your customer has lost her phone, and you've just added restrictions. She wants to know if her voicemail will still work.

Will callers be able to leave voicemails for her?

Yes

No

5.

1 point

Which of these is NOT a way you can build rapport with your customer?

Acknowledge their concern

Show empathy

Take control of the call by cutting them off when necessary

Show courtesy, patience, and understanding

6.

1 point

Which Device is not eligible to have TEP?

HTC One

Apple iPhone 5

LG G2

Samsung Galaxy Tab

7.

1 point

Which of the following plans include the feature Any Mobile, Anytime?

A, B, & D

C) Only AT&T has that feature

D) Everything Data 900

Both B & D

A) Basic 200

B) Everything Messaging Share 1500

8.

1 point

Your customer is considering switching plans. They currently have two lines on the Everything Data Share 3000 plan and would like to switch them both over to the Unlimited My Way plan. Both of the phones are smartphones and need unlimited data. They do not have a discount.

After they switch plans, how much will their monthly bill be?

$169.99 before tax

$150 before tax

$220 before tax

$110 before tax

9.

1 point

Martha May is calling in to update the billing address on her daughter's account, Wendy May. Wendy is moving and her mother is updating all of her various accounts to help out with the move. Martha authenticates the account with the PIN. Can Martha change the address? Why or why not?

Yes, Martha can make the change, and changing the address doesn't even require the PIN.

No, Martha cannot make the change, because she is not the account holder.

No, Martha cannot make the change, because we are unable to change billing addresses over the phone; she must go online to sprint.com.

Yes, Martha can make the change, but only because she knows the PIN.

10.

1 point

Fernando Riviera is calling in because he just purchased a black Kyocera Torque and now has decided that he wants a blue one instead. He needs a return kit, but he just set up his account and doesn't remember his PIN or security answer. Can we assist him since he can't authenticate? Why or why not?

No, we cannot assist Fernando, he will need to go to a Sprint store to verify his identity.

No, we cannot assist Fernando, he must call back with the PIN so we can help him.

Yes, we can assist Fernando, requesting a return kit doesn't require the PIN.

Yes, we can assist Fernando, by sending him his security info via SMS or letter, whichever option he has chosen for his account.

11.

1 point

How long can an individual liable customer remain on the Seasonal Standby plan?

3 months

9 months

12 months

6 months

12.

1 point

Your customer has a single smartphone on the Unlimited My Way plan. He also has a 15% discount. Here is the charge breakdown on his bill:

$50 for Unlimited My Way base price

$30 for unlimited data

$10 added for a 1GB Mobile Hotspot

Which of these charges does his discount apply to?

A) $50 for Unlimited My Way base price

Both A & B

C) $10 added for a 1GB Mobile Hotspot

Both B & C

B) $30 for unlimited data

13.

1 point

A customer has 3 phones on her account. She would like to add Sprint Family Locator. She wants to make her phone the "parent" device and the other 2 phones the "child" devices so she can track them.

How much, per month, will this cost her?

$30

$10

$5

$15

14.

1 point

You have just changed a customer's plan from Simply Everything ($99.99) to Unlimited My Way with unlimited data ($80 total). This change was effective today; pretend that today is the 10th of the month. The customer's bill cycle ends on the 20th of the month.

You've established that her future bills will be aproximately $80 (plus tax, minus discount).

Will her very next bill be higher, lower, or equal to that estimate?

Equal; proration won't impact it

Lower, because of proration

Higher, because of proration

15.

1 point

Select the correct requirements for setting up a PIN on an account

Must be set up by the account holder, be 6-10 numeric digits

Must be set up by going into a store

Must be set up by the account holder by submitting a case

Must be set up by any caller, can be any number of characters