1|Page
C839 Knowledge Check Questions Only (Sample
Questions from Chapters 1 6)/ WGU C839
Introduction to Cryptography Practice Quiz
What should you do when speaking to a customer about a
device's tech specs? - ...ANSWER...✓✓ Translate the
specs into meaningful benefits
which most accurately describes our expectations of
customer onboarding? - ...ANSWER...✓✓ Set billing
expectations.
Offer to help friends and family.
Put the device in the customer's hand, ready to go!
Demonstrate the self-serve options.
Which of these is included in T-Mobile Basic Device
Protection? - ...ANSWER...✓✓ Accidental Damage
Extended Warranty
Which frontline tool is a web-based troubleshooting tool
to use when solving customer device issues? -
...ANSWER...✓✓ Grand Central
,2|Page
When should you use Grand Central? - ...ANSWER...✓✓
Troubleshooting
Warranty exchanges
What is the best tool to use to check device known issues
for a Sprint customer? - ...ANSWER...✓✓ Customer
Support Tool (CST)
What can you do with the Glance tool? - ...ANSWER...✓✓
View Coverage
Report network issues
learn what's going on in a customer's area of service
What are the key behaviors to prevent buyer's remorse? -
...ANSWER...✓✓ Understand the customer's needs; ask
personalized questions.
Recommend all the right products
If the device they want is not available, suggest a direct
ship or store to store transfer.
Explain the remorse period and the restocking fee policy.
, 3|Page
What T-Mobile frontline tool will you use to process a
device return? - ...ANSWER...✓✓ POS/mPOS
True or False? A QuickCode is required to return both
phones and tablets - ...ANSWER...✓✓ False
Which is true about EIP for accessories? - ...ANSWER...✓✓
Minimum purchase of $49. Maximum purchase of $250 as
long as enough ECA is available on the customer's
account.
Any accessory over $100 requires 50% down with a 12-
month finance term.
Which are options when a customer has non-well-
qualified credit? - ...ANSWER...✓✓ No matter the result,
we have something to meet your needs
A budget-conscious customer has decided on a device
from our Smartpicks line-up - ...ANSWER...✓✓
Smartpicks are a perfect option for value-minded
customers, because they are feature-packed at a more
affordable price.
C839 Knowledge Check Questions Only (Sample
Questions from Chapters 1 6)/ WGU C839
Introduction to Cryptography Practice Quiz
What should you do when speaking to a customer about a
device's tech specs? - ...ANSWER...✓✓ Translate the
specs into meaningful benefits
which most accurately describes our expectations of
customer onboarding? - ...ANSWER...✓✓ Set billing
expectations.
Offer to help friends and family.
Put the device in the customer's hand, ready to go!
Demonstrate the self-serve options.
Which of these is included in T-Mobile Basic Device
Protection? - ...ANSWER...✓✓ Accidental Damage
Extended Warranty
Which frontline tool is a web-based troubleshooting tool
to use when solving customer device issues? -
...ANSWER...✓✓ Grand Central
,2|Page
When should you use Grand Central? - ...ANSWER...✓✓
Troubleshooting
Warranty exchanges
What is the best tool to use to check device known issues
for a Sprint customer? - ...ANSWER...✓✓ Customer
Support Tool (CST)
What can you do with the Glance tool? - ...ANSWER...✓✓
View Coverage
Report network issues
learn what's going on in a customer's area of service
What are the key behaviors to prevent buyer's remorse? -
...ANSWER...✓✓ Understand the customer's needs; ask
personalized questions.
Recommend all the right products
If the device they want is not available, suggest a direct
ship or store to store transfer.
Explain the remorse period and the restocking fee policy.
, 3|Page
What T-Mobile frontline tool will you use to process a
device return? - ...ANSWER...✓✓ POS/mPOS
True or False? A QuickCode is required to return both
phones and tablets - ...ANSWER...✓✓ False
Which is true about EIP for accessories? - ...ANSWER...✓✓
Minimum purchase of $49. Maximum purchase of $250 as
long as enough ECA is available on the customer's
account.
Any accessory over $100 requires 50% down with a 12-
month finance term.
Which are options when a customer has non-well-
qualified credit? - ...ANSWER...✓✓ No matter the result,
we have something to meet your needs
A budget-conscious customer has decided on a device
from our Smartpicks line-up - ...ANSWER...✓✓
Smartpicks are a perfect option for value-minded
customers, because they are feature-packed at a more
affordable price.
