Service Knowledge
What is something you must do when a customer comes in wanting the internet?
Check Internet/Area coverage
What is a hotspot device?
A portable battery powered tool that turns celluar data into wifi allowing people to travel and have access to streaming and being online.
What is one way to deal with T-fiber customers?
Send them to care or the T-fiber line
What is the first thing you need to ask if a customer comes in asking for service?
Figure out if it will be for Phone or HSI service
If someone comes in wanting two lines but on is an E sim, what should you do first?
The E sim order
Give the reason why for an extra 100*
How many digits is an IMEI number?
15 digits
What two plans do we offer with the hotspot plans?
$25 for 25GB and $50 for 100GB
What service do we offer free Rebate, Equipment, and Shipping?
HSI
What must you do throughout the entire chat?
Set the agenda and stay in control
If someone comes in wanting the internet and phone bundle, what are we going to check first? And what will you do if it's not available?
If they have internet availability to continue, and if not, try to upsale or continuing with just phone service.
-If the customer is approved for internet and their home is over 1,200Sqft, which plan will you likely recommend?
All-In HSI
What 3 things can you up-sale if unlimited HSI is not available?
Hotspot/Backup/lite internet
When engaging with the Wi-Fi customer how can we up sale them phone service?
(3 answers)
Reccomend rebate card for them bringing over their lines
They get $20 off and we can offer our additional discouts
We offer phones on us!
After you gather what the customer wants and do a recap , what information will you need to proceed?
Credit Check information
What must you tell a customer if they come in needing a E sim and wanting to do HSI as well?
Because of our systems, I will need to proceed with two orders today as I can't process E sim and physical equipment in the same order, is this ok to continue?
What are the 5 main eligible carriers when doing switcher programs?
ATT, Verizon, Spectrum, US Cellular, Xfinity
If someone comes and already has a hotspot device, how would you go about reactivating the old device if the account is activated or deactivated.
You will need to send out a new Psim to go into their old device, from their you will set the new account up or add to their existing one.
How can we up sale internet when doing phones sales?
(2 answers)
*Recommend rebates options we have available
*Figure out what their pain point is and use that against them
After the credit check what step must you do to move forward?
Customer agreement/disclosure
When someone comes in with 5 lines, what's the main 3 things you need to find out?
*If they are coming in for all phone or other service
*If they want to keep or switch the devices
*If they owe on them
In order for the cart to turn green, what 4 things need to be checked or added to an All-In HSI cart to move forward to the next order page?
*coveregage
*Router
*Extender
*device protection
What are the 2 main differences between the T10 Mobile Hotspot and the RG2100 5G Mobile Hotspot devices we offer?
RG2100 allows connectivity up to 20 devices and allows charging to external devices.
What two programs allow customers to get assistance with switching over?
Keep and Switch/Family Freedom
Once the credit check is done, what can you breakdown and see the customer get approved for?
Line limit and Equipment-cart credit
If a customer wants to save money and bundle phones, and internet In what order should you start to build their cart?
1. Find out if HSI is available
2.Find a HSI plan
3.figure out if they want to get new phones or keeping them
4.Find a phone plan