Opening/Closing
What float amount do we open with everyday?
$300.00
Where can I see a summary of all promotions?
The Buzz
Should we check all bills we receive as payment?
Yes ALL cash we receive MUST be verified through a counterfeit pen or other method. NO EXCEPTIONS.
What is Legacy/TN/XP referring to?
The system on regular elevate that we use to activate. Customers activated on this system are strictly on the T-Mobile network. We use the orange sim only for this network.
What does GSF stand for?
Guided Sales Flow
What do I need to send a picture of every morning and in what chat?
A picture of the WebPOS/Epay balance to the "Daily Z-Report" chat on WhatsApp.
How can I identify the devices affected by the Customer ID program?
Look on the Device hotsheet device name will be in RED.
Where can I find WebPOS and Sprint Portal login information?
Inside store binder or on our google sheets usually labeled "Store Logins/Info"
Are we able to spilt family plans?
Yes, dealer support can assist in separating lines.
What THREE sim cards can we use to activate/upgrade on GSF?
-White Sim: Activates customers on the T-Mobile network
-Black Sim: Activates customers on the AT&T network.
RainBow Sim: Activates customers on the B5G network. (NOT AVAILABLE AT ANY OF OUR DOORS)
Where do we keep our deposits and float?
Inside the store safe, all cash will be inside during opening/closing. Coins are left inside of register.
What happens if customer is unable to be verified through their ID?
Customer will receive standard pricing instead "preferred pricing'. Pricing may be SRP, will be higher than promo prices.
My clock in/out time is incorrect, what can I do?
Send a time edit request to Marlen through elevate. She will get to it before payroll.
Are customers on Sales Expired Plans Eligible for upgrade discounts?
Yes, they will qualify for upgrade pricing. NOT Eligible for NA/AAL discounts.
I've pulled up an account GSF and under account summary I see "migrated" what does this mean?
-The customer's account started originally on the orange sim(TN) and it was migrated or transferred to our new billing system on GSF. The customer will now be using a WHITE sim. Ensure that there is valid e-mail address and updated plan on account.
What THREE things must you upload at the end of every closing shift?
-Daily Inventory Sheet
-Z Report
-WebPOS/Epay Balance
What should I do if I receive a "Re-activation Fee" while activation on Legacy?
DO NOT activate device, it will not qualify for any promotions. The only exceptions are Renewed iPhones, those usually receive the fee. Use the sort tool to verify renewed device is actually eligible. Fill out RMA slip on any device.
What is the time limit for an RMA exchange?
Seven days. Make sure IMEI matches box and all original packaging is included. No water damage to device. Always ask for receipt. Make sure device was purchased at one of our locations.
What two things MUST you check before performing an Add-A-Line Promotions?
-Log into the primary account and check their plan, must be on the 50/60 to qualify for AAL pricing.
-Make sure they have room for line on the plan max is 5 lines
****Expired Sales Plan receive SRP Pricing.****
What two things must I check on a GSF account before performing an upgrade?
-Valid E-mail address, call care if update is needed
-Updated price plan, the latest version of the 40/50/60 plans. If needed add money into account to perform plan change.
-Be aware that upgrades can take up to 10 minutes plus.
What should I do if my cash register is short at the end of day?
-Back track all your transactions, double check everything was tendered and nothing was double tendered.
-If working a double shift make sure to get in touch with your co-worker if you need help back tracking.
-Make sure there isn't another envelope in the safe with cash or money under/stuck in register.
-If register is still short get in touch with team leads/Marlen for guidance.
What tool inside of WebPos/Epay can I use to verify all pricing if I'm unsure?
The Device Sort Tool, will verify all pricing. If selling a high end device print out transaction pages from tool. Don't forget to print out PIC/Upgrade eligibility as well.
What should I do if I'm unable to make it to my shift for the day?
Reach out ASAP, to your co-worker if working split-shift, a team lead or Marlen. The sooner the better. We need time to able to work out coverage if possible the day. Please be respectful of others schedules if its a non-emergency.
-We need to port their line over to GSF to be able to activate on Esim.
-Advise customer that their line will have to become a single line on GSF.
-Call into dealer support and request their account number, make sure to tell care rep. that you're activating an iPhone 14.
-Being normal port in process on GSF, and the system will prompt you to use Esim activation. Make sure to enter account # and pin correctly.
-Once port is complete connect customer's iPhone to WiFi to complete Esim activation. Open settings and look for "cellular plan" notification.
I've started a port on GSF and I received activation "failed" what should I do?
-Double check all port information, reach out to previous carrier if needed. Some require a transfer pin.
-Return entire sale through elevate WEB.
-Retry port in with same device, carefully check on all information, make sure to add address and valid e-mail.
-Last resort, if activation keeps failing try activation through Legacy Network.