Voice Activations
List all valid forms of ID for postpaid accounts
Not expired: Drivers license, passport, state ID, Employment authorization card, matricula, **El Salvador Matricula MUST have a Texas address**
What does BTS stand for?
Beyond The Smartphone
What is currently the highest trade in value for an iPhone 16? What is the lowest?
$1000 on Next without AAL// all other is $830
lowest: $200 if trade in high tier// $100 for low tier
How much is 3 lines on GO5G next w/ autopay?
Go5G+?
$185//$150
insider: $148//$120
A customer comes in to pay 1 line on prepaid. What do we do?
Check tenure - see what valid ID they might have - run credit with that ID.
*pivot to smartphone equality*
What kinds of questions are asked to a customer that is required an additional manual review?
If they’ve lived on certain streets; county; ownership of properties
Ownership of cars (make, year, color)
If they know a listed relative
Zodiac sign
List our BTS products
Watches, tablets, hotspots, sync up trackers, sync up drives, HSI, digits
What androids are free with an AAL on Go5G+/NEXT?
$800 off S24
$1000 off Moto Razr+// Pixel 9 Pro
Describe 10 things from Go5G Next/Plus
1) Unlimited
2) Upgrade every year on Next
3) Netflix on us
4) Hulu on us
5) AAA on us for 1 year
6) 50GB hotspot each line
7) Stateside international included
8) Discount on HSI
9) Scam Shield premium
10) Highest trade in value on phones
A customer comes in saying they have 3 lines at Metro, what can we do?
Smartphone equality//credit check//Matricula
How do you know when to make an account a business account? How DO you make it into a business account?
Any big/small business qualifies to be a business acct-even Uber, DoorDash, Lyft etc
With social security activation: follow regular consumer acct steps and call RSL after to convert into sole proprietorship
With EIN: customer needs valid ID, social security card, tax form with EIN number. On DASH, check the business with EIN box to create space to manually enter EIN.
If an account is several lines, SUBMIT A LEAD! (Info needed: cx name, business name, # of employees, devices needed, phone and email, best call back time, ZIP CODEEE!) in this process, there’s a description section, try to get as much info from your cx to pass along to our business executive who will close this acct for you.Which tablets are free?
Free Tab A9+ w/ $20 line
Free Revvl Tab w/ $10 lineExplain the S24 BOGO
Activate a line on any qualifying plan and buy 1 S24 and get the second one $800 off.
How much is 4 lines on Go5G+/NEXT, an HSI, and 4 tier 5 P360’s with autopay?
Go5G+: $291
Go5G NEXT: $336
What are some open ended questions you can ask for growth conversations?
What are your plans for the holidays? How many kids do you have? Do you travel at all/where have you been? What do you use your phone for? What do you use your home internet for?
A customer coming from Boost that just ran credit says we’re too expensive for them. They want 2 lines with iPhone 16 pro max and an iPad for their 2 year old son. What did you pitch? How much did you quote them and how do you save this activation? (Their EC max is $2000)
Want vs need!!!!
Name some Sync Up Drive features
Safety: Keep track of driving behavior and car health.
Peace of mind: Track car location, alerts on break-ins and tows.
Connectivity: WiFi hotspot for up to 5 devices// ROADSIDE ASSISTANCE
What qualifies a customer to get the 3rd line on us?
Example: a cx has 1 line on GO5G+ and they want to add 1 more line. As of 10/10, customer must add 2 lines to get 3rd line free. ($185)
Customer is currently on the Magenta plan with 3 lines (1 free) and wants to trade in both their iPhone 12’s for an iPhone 16 ($830). What can you do for the customer and overcome and hesitations if any?
Change rate plan to Go5G+ for $830 off or NEXT for $1000 off. Position watches for both lines, add P360.
Total bill: $246.75 from $120.
Overcoming hesitations: Hulu on us, AAA, $830 off phones, insurance $0 down replacements, price difference on plans: current plan vs Go5G+/NEXT.
A customer has 5 lines at Verizon and owes $830 on all 5 iPhones. They say their bill is $606, what can you offer the customer to switch over?
Offer insider code on Go5G+/NEXT, Keep and Switch, HSI for $30, submit as a business lead if eligible.
What is Smartphone Equality?
How do you check eligibility and what are the steps to activating?A customer that has been on TMO/Metro prepaid for 1 yr with on time payments qualifies to move to postpaid with any valid ID or foreign passport.
DASH-Smartphone Equality Eligibility-cx number-PIN-scan valid ID- follow form instructions- $2,000 max EC.
RSL smartphone equality eligibility:Call RSL-press 0 for new cx-2 for number transfer center. Give representative following info: phone number/pin/name of cx/DOB/address/ID number/ID expiration date/postpaid acct pin
What does IOT stand for? And what are they?
Internet of things- sync up drive, sync up trackers, sync up watches
What is Carrier Freedom// Keep and Switch?
Carrier Freedom: For AT&T customers with a partial EIP. Customers trade in AT&T phone for TMO promotion. Customer gets reimbursed $650 per line (limit 2)
Keep and Switch: For Verizon customers with unlocked phones. They can keep their phone and use with TMO. Reimbursement of up to $800 per line (limit 4)
well qualified: what is the monthly for 3 lines on Go5G+, 1 5GB tablet line, 2 P360, and $120 in accessories. (W/ autopay)
*BONUS* what’s the commission 👀
$218 for 1 year- $208 after 1 year
Commission: about $110
What are some signs of fraud?
Keeps going in/out of store, Lurking, hesitant with their ID or doesn’t match and looks fake, you have a customer coming in with another person and they don’t let that person speak, etc