QA
Provide 3 questions that we need to ask the customer about their job/ work perks eligibility.
- Who do you work for?
- What do you do at your job?
- How did you hear about work perks?
Using the Postpaid Bill Cycle Dates PDF, if the new close date is on the 21st, what is the new due date?
14th
How many days do I need to be working at Walmart/ Sam's Club/ Autozone to Qualify?
90 days
What if I have a device equipment balance on my prior plan?
Any device balances will need to be paid in full before moving to this plan. No equipment balances can be carried over to this plan.
What is the discount amount for a New York City Employee that qualifies for the T-Mobile City Advantage Work Perks?
25% discount
Once accessed into the customer's account, what 2 pieces of information do you need to verify on the account?
- Address
- Current services on the account
What is the close date for the company: Amazon
Bill cycle close date: 10
Due Date: 3
Can I get this plan by going to a T-Mobile store?
Not at this time. Since this plan is exclusive to Walmart, Sam's Club and AutoZone employees, you cannot activate your line at a T-Mobile store.
How many lines max can the Select Employee Unlimited No Credit Check Plan have?
- 5 lines
What plan does a New York City employee have to be on to receive the T-Mobile City Advantage Work Perks?
NY City Employee Go5G Plus
NY City Employee Go5G Next
NY City Employee Go5G Plus AAL
NY City Employee Go5G Next AAL
Along with "The work perks is a 15% discount on up to 5 voice lines with the Go5G Plus/ Next Plan", what information is required to inform the customers about the work perks discount? (even if they do not qualify for work perks)
-Pricing/ Plan Benefits
-Not stackable
- Current services/ rate plan/ pricing for account/ lines
Does the EIP (Equipment Installment Plan) get prorated when the new bill cycle close date changes per the work perks discount application?
Equipment Installment Plan (EIP) charges are never prorated, and the customer can expect to see the regular EIP payment continue after the prorated bill.
What happens if I am no longer an active Walmart associate?
You will need to visit a T-Mobile retail store to set up a new account and bring over your phone number.
What do I do if my phone breaks?
If your phone breaks, you’ll need to purchase a new unlocked phone from any source of your preference that meets the minimum standards for T-Mobile and Walmart BYOD programs.
For the T-Mobile City Advantage Work Perks employment verification should be submitted under "_______" in SheerID.
New York City
If the customer does qualify for the work perks, in addition to the information provided on question 300, what information is required to provide the customer?
-Start price and discounted price
-Bill due date change
-Prorated charges to account
Using the Proration Estimator calculate the proration for an account that had a rate plan change from the Go5G to the Go5G Plus:
Days into Bill Period: 10
Bill Current!
Changing Voice Rate Plan for AAL? Yes
Current Voice Rate Plan MRC: $130 (2 lines w/AP)
New Voice Rate Plan MRC: $150 (2 lines w/AP)
Adding any Voice AAL(s)? No
Adding any BTS/HSI Lines? No
Service charges for next bill period: $163
Can the employee be the Authorized user or does it have to be the Primary Account Holder (PAH)/ Billing Responsible Party (BRP)?
Only the BRP needs to be a Walmart, Sam’s Club, or AutoZone Employee.
How much does each line cost on the Select Employee Unlimited No Credit Check Plan (Walmart/Sam's Club and Autozone Employees)
-$28.88 each line
If you have a current T-Mobile City Advantage Work Perks customer seeking a 3rd line free, Insider discount, etc., they need to change what?
The plan back to the standard Go5G Plus or Next rate plan
Provide the sales script that should be read at the end of your calls.
***Lastly, I would like to inform you as well, because you are one of our valued customers, you might be eligible for some special offers, like tablets, watches and other products. Would you like to hear about them? (If they say yes, get them with our sales department!)
Explain how the new bill cycle change will affect the customer's bill for the next 1-2 cycles at the system adjusts their cycle dates.
The first bill from today will be as usual on the "normal due date here". Then, you will see a prorated bill due to the cycle adjusting to the "new due date here". After that, the third bill will be back to a normal 30-day cycle (on the new due date) and the work perks discount should be reflective on the bill at that time.
How can we determine what devices are compatible with the BYOD program and can use the T-Mobile Select Employee Unlimited Plan?
-Access T-Mobile’s BYOD website to see if your device is compatible with T-Mobile’s network: https://www.t-mobile.com/resources/bring-your-own-phone
-Or download T-Mobile BYOD Check App here to check compatibility: https://support.t-mobile.com/docs/DOC-6991
-Check Walmart’s BYOD site to see if your device can enroll in Walmart’s BYOD program: https://ce.walmart.com/content/associate/home/product_lines/mobility/byod/signup.html
Name 3 main terms and restrictions for this plan?
-Walmart and Sam's Club emplpoyees only: You must be an eligible BYOD employee of Walmart
-AutoZone employees only: You must provide a company email address or download a copy of your AutoZone paystub.
-Payment of first month is due at time of activation
-You can purchase 1-5 voice lines
-Phones on the account may not have an existing device equipment balance
-During congestion, customers on this plan may notice speeds lower than other customers and further reduction if using >50GB/mo.
-Video typically streams on smartphone/tablet at DVD quality (480p).
Bring up the NYC Work Perks training document and provide me 5 different NYC departments that qualify for the T-Mobile City Advantage Work Perks. They all have to have different first letters. (a,b,c,d,etc.)
*Check the NYC Work Perks Training document for answers*