T-Mobile Training Notes

What is the name of our sales model?
Uncarrier experience

What are the five interaction behaviors?
- Make it personal
- Explore and discover
- problem solved
- guide the purchase
- stay connected

`5 Key components to make it personal
- Be your un carrier self
- Have a two way conversation
- Spend time on what matters
- Match customer needs to uncarrier moves
- Have serious fun

5 components to explore and discover
Explore hands on side by side
Own our network it's badass
- demonstrate products and features
Offer competitive comparison
Match their pace

6 components to problem solved
Listen show empathy and apologize
appreciate routine transactions
take ownership
focus on resolution
use rescources and tools
follow up

7 components to guide the purchase
ask personalized quesrions
uncover @Work needs
Explaon why T-mobile
share product sefvice and network expertise
Give personal recomendations
overcome hesitstions drive the purchase

6 components to stay connected
put the device in their hand
set the right expectations
Review self serve options
connect on their terms
offer to help friends and fam
ask for feed back

what toolsto determine customer needs
total cost calculator
persoknal coverage check
data calculator
rate plan overview

ARM
ackowlesge
respond
move foward

cost of data feature
6GB 60
10GB 80
UNLIMITED 95

TRULY UNLIMITED
unlimited data
14 gb hotspot
free vudu rental
free rhapsody unradio

On what plan do you add JUMP?
EIP

On what plan do you add PHP?
PHP

Cost of JUMP
9 cheap phone
12 expensive phone

features in JUMP
full insurance
lifetime warranty
upgrade at any time
lookout mobile security

UN-carrier moves
Simple CHoice
Mobile without boarders
JUMP
SImple global
Binge on
COntract freedom
Data Stash
Music Freedom
Wideband
WIfi unleashed
Get Thanked

Best uncarrier moves
W.e move is most important to customer

EIP over full proce
better uo front cost
Have JUMP
promos require EIP

full price over EIP
Customer doesnt want PHP

recommend JOD
Customer already has JOD and its an upgrade

Following rate plans before EIP
2 lines 6GB1 10GB2 JUMP*2 =137
4 Line UnlD2 6GB1 2GB1 JUMP3= 241
1 LINE 6GB and comunication bundle= 70

contributes to customers down payment
Credit class
tenure
payment history

What are restocking fees
$25 basic phone
$50 restocking fee phone
$70 restocking fee tablet

paperwork for new activation
POS reciept
EIP Agreement
service agreement
trade in agreement if JUMP
ID
RQ4 receipt

Refund what payment method
same as the original transaction

what is a chargeback?
money chaarged to the employee
credit card chargeback
trade in charge back

What dollar amount requires an ID?
>100

When you change a rate plan
Back-date

add a feature
todays date

Survey questions
HOw likely would u recomend t-mobile to friends and fam
RSA Listened and understood reason
RSA helped me explore products
Showed expertise and opinion
WHy t-mobile is the best
would you like t-mobile to contact you

goal for KPI
paid data 70%
JUMP 85%
Net promo score 75
traffic convo 9

Rollover data vs data stash
Rollover data- rolls over for 1 month
Stash up to 20 GB

Simple global vs international rates
V- $10 p/ day
T- Data + talk 140 countries