Returns & Exchange
What is day 1 of the 14 days customers have to return a device
What is day after activation
What is the name of the streaming music app a customer can get with sprint?
What is Tidal
What tool is used to complete a plan analysis
What is NBA
Define what it means to Flip-flop a device
What is to switch between two active phones on an account
What application must Android and I Phones use before they can restrict their service with Sprint?
What is location application
Find My I Phone
Lockout
Find My Mobile
When are accelerated charges adjusted for devices returned by mail?
What is once the device has returned to sprint
What service does Sprint have that offers parental controls and family tracking?
What is Safe & Found
A customer whats to change their plan but already has a plan change scheduled to become effective in five days.
What would you do so the customer can go ahead and change their plan?
What is cancel or change the effective date of the plan.
Define what it means to Swap a device
What is to switch an inactive phone to an active phone on an account
When do you NOT authenticate a call when a customer has lost a device?
What is a corporate liable account
How long is the device covered by the manufacturer?
What is 1 Year
A customer has an unlimited plan. How much is it to send a text message to Canada.
What is its free or its included
Identify the tool used to determine how much data a customer needs.
What is Sprint Data Calculator
If a customer bought an iPhone 8 Plus from a friend that uses T-Mobile can he swap it into sprint service.
What is No, we cannot activate a T-Mobile phone on a network it is incompatible
TRUE or FALSE
In order for a customer to keep their service with sprint they must unrestricted the service within 30 days?
What is false
A customer exchanged their device a week after they got it, but now needs to exchange it for the new iPhone.
Can we make this second exchange for the customer?
What is No, the customer can only exchange one time during SSG return period.
Sprint offers free text and basic data for smartphones in more than 200 worldwide destinations.
How much is global voice calls in low cost destinations?
what is $0.25
What is it called when a customer change their plan before the end of their billing cycle?
What is Mid-cycle plan change
What do you always have to make sure is correct when you receive a swap error in I-Care
What is Serial Number on the device
TRUE or FALSE
If the device was lost while traveling international, they should NOT restrict their service.
What is False
A customer has lost their device and they wont be eligible for a upgrade for another 10 months.... what options could we give the customer?
SN: They didn't purchase any coverage at the store
What is return the same device, or an equivalent or better model, at the end of the lease.
or
What is customer will have to purchase a device at full price, not even a pre-owned device will work as a return.
Under what panel in I-care can you access Add/Remove Services?
What is equipment & Services
What tool allows you to process a standard Rate Plan Analysis(RPA)?
What is BizRPA
You have completed the swap in I-Care but want to verify provisioning is complete, what action do you take?
What is Switch Query
TRUE or FALSE
When a customer device has been lost or stolen the customer is still responsible for monthly charges, taxes, and fees.
What is True