Training (October)For: Sales Reps

Location(s): Greenville Market

Key Points

• Carriers• Plans• Phones• Activation Process• B2B• Renewal• Customer Service• Sales

Carriers Frequency

• GSM o T-Mobile ( 1900/1700/2100)o Att (850/1900)

• CDMAo Verizon (800/1900/1700)o Sprint (1900)o Sky mobile (1700)o Alltel (800/1900)o US Cellular (800/1900/1700)o Metro PCS (800/1900/1700)o Cricket (800/1900/1700)

Carrier: MVNO(Network Used)

• GSMo Simple Mobile(T-Mobile)o H2O (Att)o Redpocket (Att)o Net10 (ATT / Tmobile)o Straight Talk (Att/ Tmobile)

• CDMAo Pageplus (Verizon)o Boostmobile (Sprint)o Virgin Mobile (Sprint)o Straight Talk (Verizon/ Sprint)o Prepayd Wireless (Sprint)o Ptel (Sprint)

Carrier: Coverage• Att • Tmobile

• Sprint • Verizon

Carrier: Coverage• Alltel

• Skymobile

Plans

• Most All Carriers Offers

o Prepaid (No Contract)o Unlimited Talk and Texto Prices Ranges:$25 ~ $75

• What are the difference

o Amount of Data o Coverage Areaso Handsets

Plans: Carrier’s Data Allowance

• Limited Datao Page Plus $45 for 100MB / $55 for 2GB

o H2O $40 for 100MB/ $50 for 500MB/ $60 2GB

o Alltel Smart $55 for 250MB/$60 for 500MB /

$70 for 2GBo Net10 $50 for 1.5GB

• Unlimited Datao Boostmobile $50 Feature phones/ $55 for smartphoneso Virgin mobile $55o Prepayd Wireless $50 for 3G / $60 for 4Go Tmobile $50 100MB 4G and then edge / $70 Unlimited 4Go Straight Talk $45 o Skymobile $25 Local / $35 Nationalo GO Smart $35 (edge speed)/ $35 (3G speed)

Phones

• GSMo Tmobile / Att o Sim Card Placement in the back of the phoneo Uses IMEI # as serial numbero APN setting o Sim is used to activate serviceo Locked / Unlocked to use for other carriero Fraud IMEIo Change phone is easy (Insert the sim to new phone)o Dual Band (850/1900)o Tri Band (850/1900/1800)o Quad Band (850/1900/1800/1700/2100)o Tmobile 3G requires (1700/2100)o Att 3G requires (1900)o Net10 / Tracfone

• CDMAo Verizon/Alltel/Sprint/Skymobile/US Celluar/Metro PCS/

Cricketo Uses ESN/ MEID as serial numbero Programming is needed when activating new serviceo Carrier Lock / Need to Flasho Some unit have GSM (Blackberry)o LTE sim card is not a GSM o Smartphone may need APN Settingo Android MMS and WEB (APN)o Bad ESN/ MEID (some models we can repair Serial)o We can flash CDMA phones to use for different carriero Boost and Virgin / Tracfone o Verizon used 800/1900/2100o Sprint used 1900/2100o Alltel uses 800/1900o Skymobule uses 1700/2100o Metro pcs/Cricjed

Activation Process

• To Customero Explain about Plan / Due / what’s Includedo Explain about Return / Warranty Policyo My info brochure is given to customero Always make them feel comfortableo Offer Accessorieso Service Timeo Assuring customero Customer have been notify of your name for Referralo Payment Location / online paymento Store Locationso Stamp Cards and its purpose

• Sales Rep Need Too If possible please take payment before Processing PIN or RTRo policy forms is signed by customero Team viewer if needed (be Ready to send info)o Process Invoicing on B2Bo Phone need to be Tested for Talk/Web/ MMS (if included)o Make sure all accessories are given to customer

B2B(POS)

• B2B foro All transaction that have money involvedo Repair (Work Orders)o Returns and Exchangeso Time Clocko Opening Registero Customer Payment History o Customer Handset Infoo Customer Carrier Infoo Updating Customer detailso Check activation reports for reps and storeo Check Customer records or noteso Track Reps performance

• Importanto Logged Locationo Logged Registero Register starting/ ending Counto Clock in /out o Note all important transaction details on

descriptiono PIN Numberso Update Activation Informationo Update Customer Detailso DO NOT create same customer multiple timeso Do not close register until all errors are foundo All Serial numbers / Pin#/ Mobile numbers o Verify Customer Nameo Verify Customer Plan/ amount

Renewing Customero Processing

o Find Customer on B2Bo Verify Customer Name, Number, and Plano Match with B2B, if not edito Take Payment Before Processing PIN or RTRo Use Proper Pin Providero Use Correct login for each locationo Alltel – Future Date Renewal must be Emailed!!

• Importanto NO Refund on Processed Paymento Some carrier may be refunded, check with manager o Not applied to Customer Account – call manager or

carrier’s customer serviceo Do Not believe all thing said by Carrier’s Customer

Service, verify with managero Applied to wrong account! NO REFUND or New Pin or

RTRo We may be able transfer PIN or RTR- call customer

service o Verify Renewal Date and Plan for ALLTEL!!o Contact Manager ASAP if problem can not be fixedo Charge Back to REP if its rep caused erroro Make sure pin # is recorded corrected on B2B invoice

with correct pin provider

Customer Service• Call Manager for

• Phone flashed by us that is not working Properly

• Pin Issues• Problem with Returns and Refunds• Work Orders• Rude or Abusive Customers• Incorrectly Invoice Items• Logins Issues / Portal Issues• All Programming Issues• Renewal Errors• Compensation Request

• Call Carrier’s Customer Service for

• Pin Verification• Network Issues• Reset Options• Balance Inquiry• Pin transfer/ Number Changes/ Sim

or ESN Changes/ • Service Problem• Disconnected Customer that still have

days left on monthly service• Service Questions that managers can

not answer

Sales

• Customers• Greeting Customer politely • Don’t ask obvious questions• Try to Ask key questions to see what customer needs are• Ask customer what current or last wireless service they

have or had. If they like the service show the similar carrier, if they don’t like it then show opposite carrier.

• Try to get customers price point by showing the lowest prices phone and see their reactions, then show the high priced phone and see their reaction. Finally determine the price point

• Tell customer the highlights of our prepaid services• Promote specials for that month or week.• Tell customer your name and location along with business

card, if customer want to come back later time. Make sure to get customer to look for you when they come back.

• Always provide our locations and website• DO Not just stand by the customer, have conversation and

listen to customer and relate your respond with the highlights of our offers

Greet Ask Listen Respond

Sales: Benefits

• Reps• Get Commission per each sales• Personal Bonus• Special Bonus

Commission

Personal Bonus

Store Bonus

Special Bonus

$$$

you

Accessories

$$$$$

Commission

• Commission on Activation• $350

Personal Bonus

• Personal Bonus Tier 4• $150

Go Smart Bonus

• Go Smart Bonus• $100

Accessories Bonus

• Accessories Commission• $70

• ExampleIf You have made following Activations30 Go Smart10 Skymobile30 Other Carrier40 Cases20 Bluetooth

Payout Activation CommissionActivation 70 Payout $350Personal tier 4Activation 70 Payout $150Special Bonus30 Go Smart Activation $100AccessoriesPayout 10%

Total Payout: $670