Presentation Do It Yourself Guide

User Manual:

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TR# 2017325
DO IT YOURSELF 40 MIN
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.
DO IT YOURSELF 45 MIN
3–UCE Interaction Model
T-Mobile confidential and proprietary information. Not for customer distribution.
Complete the following Interaction Model Missions on the
Learning Hub or Cornerstone.
Explore & Discover
•Demonstrate Products &
Features
•Explore & Discover our
Network
Guide the Purchase
•Ask Personalized Questions
•Explain Why T-Mobile
•Share Product, Service &
Network Expertise
Make It Personal
•Be your Un-carrier Self
•Have a Two Way
Conversation
•Match Your Customer’s
Interests
Problem Solved
•Listen, Show Empathy &
Apologize
•Listen & Resolve
•Follow Up
Stay Connected
•Put the Device in their
Hand Ready to Go
•Set the Right Expectations
•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?
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
•For each Signature Move, write:
•One feature
•One benefit
•Any questions
4–Signature Moves
T-Mobile confidential and proprietary information. Not for customer distribution.
Complete the following web-based
training in Un-carrier Academy:
Team of Experts
DO IT YOURSELF 30 MIN
• Complete the Own Our Network
WBT in Cornerstone
•Ask yourself:
•What do I need to know?
• What do customers care about?
5–Network Part 1
T-Mobile confidential and proprietary information. Not for customer distribution.
Review these links:
•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)
DO IT YOURSELF 30 MIN
Read about our coverage maps.
•Coverage Map (415024)
•LTE Comparison Map (430055)
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.
Explore the places you live, work, and
play on the:
•Coverage Map
•LTE Comparison Map
DO IT YOURSELF 1 HR 30 MIN
• T-Mobile ONE (424854)
•ONE Plus (428707)
• T-Mobile One No Credit Check (442969)
• T-Mobile ONE 55+ (435084)
• T-Mobile ONE Military (438371)
7–Rate Plans
T-Mobile confidential and proprietary information. Not for customer distribution.
• T-Mobile Essentials (442994)
• T-Mobile Essentials No Credit Check (442993)
•$5 AutoPay bill credit (431997)
• T-Mobile vs. Competition (422745)
Complete the following web-based
training in Un-carrier Academy:
Explore the Possibilities of T-Mobile ONE
Prepaid Plans Grab n Go (437003)
DO IT YOURSELF 45 MIN
•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?
•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.
Complete the following web-based training in
Un-carrier Academy:
DIGITS WBT
DO IT YOURSELF 15 MIN
9 – T-Mobile for Business
T-Mobile confidential and proprietary information. Not for customer distribution.
• T-Mobile ONE Business (429478)
• T-Mobile ONE w/ ONE Plus Business
(442970)
•Simple Choice Plans Business (419782)
DO IT YOURSELF 1 HR 10 MIN
•Check out the Accessory Guide. (436892)
•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.
1. Using one of the phones you selected, choose:
•A case and screen protector.
•A charging solution (other than a car charger).
•One more accessory, from a different category.
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
•C2 > Devices
• T-Mobile.com > Phones
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)
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
•C2 > Devices > Filter:
1. Tablet
2. Wearables
3. HotSpot
• T-Mobile ONE Tablet (425002)
• T-Mobile ONE Wearable (425004)
• T-Mobile ONE Tablet No Credit Check (428569)
• T-Mobile Essentials Tablet (442968)
• T-Mobile Essentials Tablet: No Credit Check (442967)
•DIGITS Rate Plans (431515)
•Mobile Internet for HotSpots (429651)
•Selling Wearables (435986)
1. Pick 3 video customers:
•One you would sell a tablet
•One you would sell a wearable
•One you would sell a mobile hotspot
2. For each customer, choose a device/rate plan combo
(DIGITS plan, where applicable).
3. How would you explain the benefits to each customer?
•What is the full price of the device for each customer?
•Assuming the customer is well-qualified, how much is
their down payment today for the new device?
•How much will their EIP be each month, for 24 months?
•How much will the monthly charge be for the rate plan?
•What, if any, discounts apply on the rate plan?
12 –Mobile Internet Plans & Devices
T-Mobile confidential and proprietary information. Not for customer distribution.
DO IT YOURSELF
13 –Internet of Things (IoT)
T-Mobile confidential and proprietary information. Not for customer distribution.
2 HR
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.
Who can benefit from IoT products? Probably everyone! Focus on your real-
world.
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:
Explain the product (keep it simple –don’t overwhelm with info.)
Explain how you believe the product will make their life better.
Send them the video!
4. Explain this was a training activity and ask for their feedback.
Assume your friend or family member is
interested. How would you explain the cost?
Explanation should include:
•Cost of the device
•EIP option
•Rate plan (Hint: Nest & SyncUP have
their own rate plans.)
•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)
DO IT YOURSELF 1 HR 45 MIN
Identify the benefits of these
services:
• 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.
14 –Value Added Services
T-Mobile confidential and proprietary information. Not for customer distribution.
•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.
System Simulations (433580)
•JUMP! Upgrade
•JUMP! On Demand
Activations
•JUMP! On Demand Upgrades
•JUMP! On Demand Returns
Complete the following web-based
training in Un-carrier Academy:
Protection360
Complete the following web-
based training in Un-carrier
Academy:
• Protection360
• Protection360 in New
York
JUMP! & JOD Product
Comparison (435029)
DO IT YOURSELF 45 MIN
Ready! Customer Onboarding video
(435747)
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 25 MIN
C2 437007
•Understand My Bill Grab ‘n Go
C2 433580
•Bill Pay Video
•Bill Review Video
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.
•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!
DO IT YOURSELF 1 HR 30 MIN
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.
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 15 MIN
1. Access at https://grandcentral.t-mobile.com/
2. Log in with your NT ID & PW
3. Enter the phone number given by the Facilitator
4. Look to the bottom left corner & select Need Help?
5. 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.
DO IT YOURSELF 15 MINS
Go to the Systems Simulations
(DOC-433580) page and watch:
•Account Audit
•View Account Memos
• EIP Device Purchase
19 –System Overview
T-Mobile confidential and proprietary information. Not for customer distribution.
Find and bookmark:
•POS/mPOS:
•POS Transactions (DOC-416472)
•mPOS on REMO (DOC-416124)
•Bill Payments in Store (DOC-
416650)
• QuikView:
• QuikView steps: https://c2.t-
mobile.com/community/systems-
steps/quikview-steps
DO IT YOURSELF 1 HR 40 MIN
REMO Training Hub (DOC-438953)
•Access Accounts
•Basic Navigation
•Multitasking apps
•Bill Payments
•Billing Details
•Accessories, airtime, and SIM card
purchases
20 -REMO
T-Mobile confidential and proprietary information. Not for customer distribution.
WBT:
•Retail Mobility (REMO)
Videos:
•REMO Bill Payment
•REMO Accessory Sale
•REMO Postpaid Activation
•REMO Prepaid Activation
•REMO JUMP! Upgrade with EIP
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 15 MIN
1. Access C2,
2. Open, and read the following pages:
•C2 DOC 419631 –Retail Valet
•C2 DOC 431769 -Training and FAQ
i. Retail Valet FAQ
ii. Retail Valet Grab and Go
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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