Presentation Do It Yourself Guide

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TR# 2017325

DO IT YOURSELF

Watch the customer profile videos and take notes:
• What’s important to them?
• How do they spend their time?
• How do they use wireless?
• What pain points have they experienced?

2 – Meet Your Customers
T-Mobile confidential and proprietary information. Not for customer distribution.

40 MIN

DO IT YOURSELF

Complete the following Interaction Model Missions on the
Learning Hub or Cornerstone.
Make It Personal
• Be your Un-carrier Self
• Have a Two Way
Conversation
• Match Your Customer’s
Interests

Explore & Discover
• Demonstrate Products &
Features
• Explore & Discover our
Network

Problem Solved
• Listen, Show Empathy &
Apologize
• Listen & Resolve
• Follow Up

Guide the Purchase
• Ask Personalized Questions
• Explain Why T-Mobile
• Share Product, Service &
Network Expertise

45 MIN

• What hesitations have you personally had about
wireless service?
• How can you ensure you’re offering products and
services that meet your customer’s needs and
reduce hesitations?

Stay Connected
• Put the Device in their
Hand Ready to Go
• Set the Right Expectations

3 – UCE Interaction Model
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

1 HR 15 MIN

• Research Signature Moves
(422131)
• Read all overviews
• Dig into our current moves
• Be an expert on the latest
Complete the following web-based
training in Un-carrier Academy:
Team of Experts

• For each Signature Move, write:
• One feature
• One benefit
• Any questions

4 – Signature Moves
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

30 MIN

Review these links:

• Complete the Own Our Network
WBT in Cornerstone
• Ask yourself:
• What do I need to know?
• What do customers care about?

• T-Mobile Cleans Up in Ookla &
OpenSignal Reports
• Proof Positive. T-Mobile Does
Unlimited Better.
• T-Mobile Network Bands
• Our Network Rally Cry: UFC (COR)
• Network FAQ (COR)
• 7 Benefits of 600 (...MHz Spectrum)
(COR)

5 – Network Part 1
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

Read about our coverage maps.
• Coverage Map (415024)
• LTE Comparison Map (430055)

30 MIN

Explore the places you live, work, and
play on the:
• Coverage Map
• LTE Comparison Map

Research personal coverages solutions.
• Wi-Fi calling (414550)
• Coverage Device Program (415221)
• Coverage Device Comparison (415129)

6 – Network Part 2
T-Mobile confidential and proprietary information. Not for customer distribution.

1 HR 30 MIN

DO IT YOURSELF

•
•
•
•
•

T-Mobile ONE (424854)
ONE Plus (428707)
T-Mobile One No Credit Check (442969)
T-Mobile ONE 55+ (435084)
T-Mobile ONE Military (438371)

Prepaid Plans Grab n Go (437003)

• T-Mobile Essentials (442994)
• T-Mobile Essentials No Credit Check (442993)
Complete the following web-based
training in Un-carrier Academy:
Explore the Possibilities of T-Mobile ONE
• $5 AutoPay bill credit (431997)
• T-Mobile vs. Competition (422745)

7 – Rate Plans
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

• DIGITS Video #1 (434241)
• DIGITS Video #2 (434242)
• DIGITS Grab & Go (434169)
• DIGITS Rate Plans (438353)
• DIGITS App & Web Client (428303)

• When is DIGITS free?
• When does it require a rate plan?
• What do the app & web client do?

45 MIN

Complete the following web-based training in
Un-carrier Academy:
DIGITS WBT

• How might you, personally, benefit from using
DIGITS service?
• Who do you know that might benefit from
DIGITS?
• How would you explain the service to them?

8 – DIGITS
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

• T-Mobile ONE Business (429478)
• T-Mobile ONE w/ ONE Plus Business
(442970)
• Simple Choice Plans Business (419782)

9 – T-Mobile for Business
T-Mobile confidential and proprietary information. Not for customer distribution.

15 MIN

DO IT YOURSELF

• Check out the Accessory Guide. (436892)

1 HR 10 MIN

1.

• A case and screen protector.
• A charging solution (other than a car charger).
• One more accessory, from a different category.

• Learn about EIP for accessories. (423054)
• Explore the accessories in your store.
• Ask an experienced co-worker to show you
the ship-to catalog in Tapestry.

Using one of the phones you selected, choose:

2.

Record a video of yourself (~ 60 sec) describing
accessory #3 from above and what you like about it.

3.

Watch your video. Can you improve? If so, try again.
Need some inspiration? Check out these examples:
• C2 > Sales Training > Accessories > Accessory Zone Videos
• C2 > Sales Training > Accessories > Product Videos

1.

How much is the grand total (before taxes) for the accessories you chose?

2.

Would this accessory purchase qualify for EIP?

3.

Create a Purchase Estimate.
• Assume the customer will use EIP for both phone & accessories.
• Enter both the monthly EIP installments and down payments required today.

10 – Accessories
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

1 HR 15 MIN

Making handsets affordable:
• Equipment Installment Plan (EIP) (419851)
• Smartphone Equality (415726)
• Introducing Smartpicks WBT
• Smartpicks Device Comparison (430777)
• Bring Your Own Device (BYOD) (421579)
• BYOD Check App (437464)

• C2 > Devices
• T-Mobile.com > Phones

1. Choose 2 phones:
• Superphone (opposite of your preferred OS)
• Smartpick
2. Choose 3 favorite specs for each phone.
3. Translate those specs into benefits.

• Review current pricing summaries (415879)
• Check out the Pricing Summary Tool (415879)
Answer:
• What is the full price of each phone you selected?
• How much is the down payment for these phones,
for each credit class group?

11 – Handsets
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

1 HR 15 MIN

• T-Mobile ONE Tablet (425002)
• T-Mobile ONE Wearable (425004)
• T-Mobile ONE Tablet No Credit Check (428569)

• C2 > Devices > Filter:

• T-Mobile Essentials Tablet (442968)

1.
2.
3.

• T-Mobile Essentials Tablet: No Credit Check (442967)

Tablet
Wearables
HotSpot

• DIGITS Rate Plans (431515)
• Mobile Internet for HotSpots (429651)
• Selling Wearables (435986)

• What is the full price of the device for each customer?

1. Pick 3 video customers:
•
•
•

• Assuming the customer is well-qualified, how much is
their down payment today for the new device?

One you would sell a tablet
One you would sell a wearable
One you would sell a mobile hotspot

• How much will their EIP be each month, for 24 months?

2. For each customer, choose a device/rate plan combo
(DIGITS plan, where applicable).

• How much will the monthly charge be for the rate plan?
• What, if any, discounts apply on the rate plan?

3. How would you explain the benefits to each customer?

12 – Mobile Internet Plans & Devices
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

1. https://c2.t-mobile.com/community/sales-training/iot
2. Visit the sales floor to see which IoT products are sold in your location.

2 HR

• SyncUP DRIVE Video (428552)
• SyncUP DRIVE Overview (427912)
• Connected Home Hub (437248)
• Nest Secure WBT
• T-Mobile FamilyMode WBT
• FamilyMode Grab & Go (442073)
• Family Allowances (415399)
• FamilyMode Hub videos – Choose 2 (442173)

Who can benefit from IoT products? Probably everyone! Focus on your realworld.
1. Think of a friend/family member that could use SyncUP DRIVE or the Nest
Security Pack.
2. Write down the top 3 ways this product could benefit them.
3. Create a short video for your friend or family member:

Assume your friend or family member is
interested. How would you explain the cost?
Explanation should include:

 Explain the product (keep it simple – don’t overwhelm with info.)

• Cost of the device

 Explain how you believe the product will make their life better.

• EIP option

 Send them the video!

• Rate plan (Hint: Nest & SyncUP have
their own rate plans.)

4. Explain this was a training activity and ask for their feedback.

13 – Internet of Things (IoT)
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

Identify the benefits of these
services:

Complete the following webbased training in Un-carrier
Academy:

1 HR 45 MIN

Complete the following web-based
training in Un-carrier Academy:
Protection360

•
•
•
•
•
•
•

Protection <360> (442549)
Tech PHD (431810)
McAfee Security (431851)
JUMP! (417571)
JUMP! On Demand (417546)
Stateside International (415406)
Voicemail to Text & Name ID
(415385)
• Scam ID & Scam Block
(415386)
Choose the value added
service(s) you would select for
yourself.

•
•

Protection360
Protection360 in New
York
JUMP! & JOD Product
Comparison (435029)

• Watch the customer profile
videos assigned to you.
• Listen for cues about the
customers lifestyle.
• Identify VAS that would
benefit them.
• Be ready to explain the
benefit to the customer.

14 – Value Added Services
T-Mobile confidential and proprietary information. Not for customer distribution.

System Simulations (433580)
•
•
•
•

JUMP! Upgrade
JUMP! On Demand
Activations
JUMP! On Demand Upgrades
JUMP! On Demand Returns

DO IT YOURSELF

Ready! Customer Onboarding video
(435747)

45 MIN

Complete the following web-based
training in Un-carrier Academy:
#GetOutoftheRed

• What is the best way to make sure a customer leaves happy?
• Have you ever forgotten to tell a customer something important? What happened?
• Why do customers usually return or exchange something?
• What has worked for you when you’ve asked for referrals?

15 – Customer Onboarding
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

C2 437007
•

Understand My Bill Grab ‘n Go

C2 433580
•

Bill Pay Video

•

Bill Review Video

25 MIN

• What questions do customers have
about their bills?
• Tell me about a situation when a
customer was upset about something on
their bill. What did you do?
• How do you correct an error on a
customer’s bill?

Complete the following web-based
training in Un-carrier Academy:
Managing Customer Data – Done Right!

Using peer interview question 2, come up
with your own response for handling that
situation. Remember to use the
Interaction Model!

16 – Customer Billing
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

1. Learn about Grand Central & Troubleshooting
a. Grand Central Policy & Procedure.
https://c2.t-mobile.com/docs/DOC-423465
b. Review, Bookmark & Follow the Standard
Troubleshooting Process page.
https://c2.t-mobile.com/docs/DOC-424227
c. Review The Fix: Grand Central page.
https://c2.t-mobile.com/docs/DOC-423803
2. Check your phone in C2 to see what known
issues exist and the troubleshooting solutions
for your phone.

1 HR 30 MIN

Complete the following WBTs:
a. Apple Warranty Exchange
b. Warranty Exchange Just Got
Awesome – the Un-carrier
Experience WBT
c. Warranty Exchange Just Got
Awesome – Before During and
After WBT

17 - Lean On Me
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

1.
2.
3.
4.
5.

Access at https://grandcentral.t-mobile.com/
Log in with your NT ID & PW
Enter the phone number given by the Facilitator
Look to the bottom left corner & select Need Help?
Search & complete the following flows:
a) Send Promotion SMS to Customer
b) Customer Experiencing Slow Internet
c) Find C2 Device Details
d) Review Apps on Device
e) Remove Apps from Device
f) Check Network
g) Find Application Issues

18 – Lean On Me
T-Mobile confidential and proprietary information. Not for customer distribution.

15 MIN

DO IT YOURSELF

Go to the Systems Simulations
(DOC-433580) page and watch:
•
•
•

Account Audit
View Account Memos
EIP Device Purchase

15 MINS

Find and bookmark:
• POS/mPOS:
• POS Transactions (DOC-416472)
• mPOS on REMO (DOC-416124)
• Bill Payments in Store (DOC416650)
• QuikView:
• QuikView steps: https://c2.tmobile.com/community/systemssteps/quikview-steps

19 – System Overview
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

REMO Training Hub (DOC-438953)
• Access Accounts
• Basic Navigation
• Multitasking apps
• Bill Payments
• Billing Details
• Accessories, airtime, and SIM card
purchases

1 HR 40 MIN

WBT:
• Retail Mobility (REMO)
Videos:
• REMO Bill Payment
• REMO Accessory Sale
• REMO Postpaid Activation
• REMO Prepaid Activation
• REMO JUMP! Upgrade with EIP

20 - REMO
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

1 HR 30 MINS

1. Open the URL in Chrome.
https://retailtrainingprod.rebellion.t-mobile.com/
2. Log in with your NT Login.
3. Select Start in the pop up box.
4. Select the Training button in the lower right hand corner.
5. Under Getting Started, select Start.
6. Complete all six topics.
a. Getting Started
i. Launch the Welcome video
ii. Close the video window.
iii. Compete the Getting Started topic to be marked complete.
b. Account Refills
c. Account Maintenance
d. Activations
e. Devices
f. Resources
a. When reviewing the Resources topic, C2 documents are best
accessed on the desktop.

21 - Rebellion
T-Mobile confidential and proprietary information. Not for customer distribution.

DO IT YOURSELF

1. Access C2,
2. Open, and read the following pages:

• C2 DOC 419631 – Retail Valet
• C2 DOC 431769 - Training and FAQ
i.
ii.

Retail Valet FAQ
Retail Valet Grab and Go

15 MIN

1. Access Retail Valet:
https://t-mobile.retailvalet.com/login/
2. Login with the following credentials:
• NTID: 02test (02test – 15test)
• Password: magenta
• Store: 3
3. Add a sample customer, Test - John Legere
4. Select a reason for his visit
5. Save to Queue
6. Select Serve Now
7. Select Finish Serving

22 – Frontline Tools
T-Mobile confidential and proprietary information. Not for customer distribution.

T-Mobile confidential and proprietary information. Not for customer distribution.



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