Operations Excellence

OpEx

100

Device Remorse is measured

What is # of devices returned divided by # of total devices sold

200

The charge ($) for an activation or upgrade

What is $35

300

The highest weighted metric in OpEx

What is remorse

400

Name the 6 metrics calculated for OpEx

What is remorse, ASC, USC, Shrink, Service Credit & labor budget variance

500

The best way to drive down remorse

What is right fitting

Audit Standards

100

Time your store should open the doors

What is 10 minutes before open time

200

Paperwork and other CPNI such as SIM #, receipt, transaction info etc can be stored

Where is a locked file cabinet

300

Inventory counts are completed

When is before the store opens

400

Daily paperwork to be completed within timeframe

What is 48 hours from the business date

500

Post voids and returns must have attached

The original and rering/return transaction paperwork

Brand

100

Tool we use for merch changeouts

What is MVP

200

Uniform shoes should be what color?

What is black, gray, white, magenta or any combination of those colors.

300

Customers can find the privacy policy where?

What is t-mobile.com/privacy

400

What are the interaction model categories?

What is

- Make it Personal, explore & discover, guide the purchase, problem solved & stay connected

500

Our favorite color code (RGB)?

What is 226-0-116

Asset Protection

100

Process to have video review for a Time Card concern?

What is -

1. Have coaching/discovery conversation with employee.
2. Send video request to HR
3. HR will review and respond to store on next steps.

200

How many days do you have to receive a delivered package before it “Assumed Receives?”

What is three days from notification of UPS delivery.

300

What should a store employee do if a law enforcement agency requests video or documents unrelated to a robbery/burglary event?

What is refer the agent to LER – Legal & Emergency Response Team

400

What are the steps a store employee should take after noticing a package is retaped upon receiving an inventory shipment?

What is

1. Take a picture of the package prior to opening.
2. Mark the items as “not received” in TIMO immediately upon receipt.
3. Email Asset Protection the following: Tracking number, picture of shipment and missing item(s) including IMEIs.

500

What are the three steps one would take when a customer claims their account has been hit with identity theft such as SIM swap?

What is

1. Correct the customer’s account in store.
2. File a fraud Form
3. File an Incident Report as Unauthorized Access

Opening/Closing

100

At least how many employees to open/close store?

What is 2

200

Day to process inventory returns to DC

Process Inventory Returns to DC on Mondays. (Note: If coverage allows, complete STO Creation later in the day to capture as many returned devices as possible when shipping out.)

300

All tills should have how much starting and closing?

What is $150

400

How long should you have something in your regulated waste bins?

What is 12 months

500

The key to Kronos scheduling properly for your store is?

What is keeping availability patterns updated