Mrs. Ortega
Herbalicious
K-Rod
Dr. Dre
Audit
100
Where do you look up if a customer is still under contract and is it correct to give this information to customer?
In RMS under subscriber and contact information button. BUT under no circumstance do we give this information to customer because it is WRONG and we can not override a contract or credit a customer for mis-information given to customer by rep.
100
How do you check to see if a DHRP is in?
open eticket, type in number, click on the eticket number, click on order number, click on link to ups.
100
Walk me through the expected opening procedures for reps?
Clock in and be prepared to work(with name tag, neat uniform, hair done, etc)... log into computer....count money....help tech put out tablets if needed.... make sure phones are wiped... read email if time permits....be ready for huddle.
100
How do you reprint accessory price tags?
Log into mysprintstore.com....click on Pricings/PDF.....select accessory labels to print.....Enter sku needed to print.
100
What does the Sprint Dress Code policy consist of?
1. Black clean and ironed bottoms 2. Clean and ironed black Sprint Top 3. Black Polishable Shoes or Sprint Shoes 4. Body and Breath odor must remain clean and fresh at all times. 5. Must be well groomed and hair done at all times. 6. Always wear a Sprint Approved Name Badge.
200
What needs to be explained to a customer before submitting a ticket?
Answer: Customer needs to be explained that we need all information on the e-ticket filled out correctly, tech may need to do a hard reset which will delete all content from phone, reps should back up contacts to SD card (if they don’t have one sell them one), reps needs to verify problem with customer, Phone may need to be ordered and it takes 2-3 business days to receive if we can’t fix it, then get the correct wait time from techs for customer. Always over estimate time and process rather than under estimate.
200
At what price do you need double verification for a buy back?
You need double verification on any device with value over $75 and or any I-Phone.
200
Explain what is the difference of a check and ECA? how and when are each processed in the system? Be specific...
A check is when a customer pays via check and the telecheck machine requires it to KEEP FOR DEPOSIT. This means we must keep the check and follow the T process (include: Driver license...employees initials....approval number... and contact phone number)and deposit it at the EOD and must be tendered as CHECK via RMS. An ECA is when a customer pays via check and telecheck machine processes the check as an ELECTRONIC CHECK APPROVAL. This will require you to void the physical check....and will print a receipt that the customer must sign and we keep for our EOD paperwork. The physical check must be returned to customer and at this point we tender as an ECA via RMS.
200
what is the formula used to calculate your activation commissions?
330TICxmultiplierx%quota atainment
200
How do you submit a ticket for hardware that is broken?
open up internet explorer and on browser type RETAILCLICKIT and on the left side select submit retail tickets and select issue.
300
What is the purpose of “Find Item” in RMS? How do you use it? (all reps need to show manager how to use find item)
Answer: Purpose of find item is to search for an item that we do not have in stock or to see how many we have in stock. I need every person to be able to show me how to do an item search in your group to get full points.
300
What tool can be used to determine if a cell site is down?
Service Trender
300
Name a minimum of 7 things that must be done during closing time?
*close registers *Clean register *Check for CPNI *Wipe phone information *Clean/wife all devices and tablets *Fill in accessory holes * dust *Take down tablets *take out trash *walk AORs
300
Name 10 ACCESSORIES for the Samsung GS3.
otterbox flip cover extended battery sd card car charger bluetooth vehicle mount battery pack tylt motorola battery charger screen protector invisible shield stylus cases wired headset fit accessories upband travel charger
300
What do you do when a broken light or fixture(including restrooms) is noticed?
You try to fix it first and if cant be fixed you notify the manager with issue or you can call real estate help desk @ 1-866-676-5444
400
Walk me through the proper steps of how to do an e-ticket AND what things we need to fill out on the ticket?
You should access the account through front office.... Check what the customer currently has and is eligible for....Click on the eticket link ..... take the battery off verify the ESN (do not use phone number), check for water damage and/or damage on the phone, make sure there is TEP and explain charge if there isn’t. Then we get the following information:circle repair fee, Pattern lock, if SD Card present and size, customer signature, if hard rest is OK, alternate contact number, operating system, device email address and password, account pin and security answer.
400
what is the difference between ESRP and ERP?
Esrp is instore coverage such as defects. ERP is asurion coverage such as lost/stolen, physical damage...
400
How many days do you have to complete a training from the day it is available?
Per Beckys requirement you must complete a required training within 5 day from being released.
400
Name 7 things to look for when accessing an account.
Upgrade eligibility PIN/Security question Number of lines available NVP Bill SPC/Table Maximize offers Plan options
400
What is the grace period allowed for arriving to your scheduled shift?
there is No grace period
500
What is the process and requirements of completing a transfer of liability?
Both Parties must be present in store. Both have to have valid form of ID, both accounts must have a current balance and transfer of liability form must be completed and filed. (in a case where the other person is not able to come in at the same time, they can have the current account holder go to a sprint store and have all the information completed to release liability, and then the second party can go to the same or different store as long as documents are faxed/emailed to that location) (Customer care will in rare cases complete them over the phone if both parties are on the line)
500
Where can you find a hard reset guide for handset?
store 1775 sharedrive.....
500
How do you validate timesheets?
1. i-connect 2. people soft 3. employee self service (ESS) 4. scroll down to the bottom and click ESS again 5. Log in with Ad codes 6. Under Time Reporting click “view time” 7. Click Timesheet Verification 8. Scroll to the bottom of each week and verify each week.
500
If the customer returns and early upgrade can you still use the offer?
NO
500
what are the things that audit looks for that you can help or hurt on the sales floor? Name at least 5 things.
uniform appearance CPNI Locking computers Keys Phones Accessory holes Phone pricing store cleanliness
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