T-Mobile Jeopardy!

Promotions

100

This Apple Watch is currently being offered for only $99

Apple Watch SE 2nd Generation

200

This tablet is currently on us with a 2GB plan or higher

Samsung Tablet A9+

300

This device is currently free with a $2/mo service plan

SyncUp Tracker

400

This plan allows customers to trade in devices in any condition and still receive a promotion

Experience Beyond 

AND/OR

Go5G Next

500

This device can be plugged into a laptop to provide internet, and is currently on us with a 15GB or 50GB mobile internet plan

TCL Linkport IK511

Interaction Model

100

This step of the interaction model immediately follows the step "Ask Questions" 

Recommend Services

200

This step of the interaction model includes acknowledging customers' needs with empathy

Ask Questions

300

This step of the interaction model includes checking for understanding and overcoming hesitations

Recommend Services

400

This step of the interaction model includes reviewing self-service options with the customer

Thank Customers

500

This step of the interaction model includes demonstrating the Un-carrier etiquette over the phone, in chat, or in person

Happily Greet

Policies and Procedures

100

This unique 15-digit number needs to be collected before setting up service on an existing device

International Mobile Device Identification (IMEI) number

200

This sale flow guide is required to be followed in every chat

Interaction Model

300

Customers must be informed of this process before collecting their personal information and creating their account

Credit check

400

This must be read or copy/pasted in its entirety before submitting an order

Service agreement

OR

Terms and Conditions

500

These types of promotions should never be given to the customer proactively; they should only be discussed if the customer brings it up first

Honor Don't Offer

Selling Strategies

100

This is the act of overcoming customer hesitations

Rebutting

200

This is the act of offering an alternative device or service if the customer cannot get what they originally wanted

Pivoting

300

This is the act of learning as much information about the customer as possible

Asking discovery questions

400

This is the act of keeping the chat flowing in a productive manner

Controlling the chat

500

This is the act of mentioning a service in passing before presenting an official pitch later down the line

Planting the seed

Tools and Resources

100

This resource is the "T-Mobile Encyclopedia," and can be used to find any policy, procedure, or promotion

C2

200

This AI tool can quickly answer any questions regarding T-Mobile

Glean

300

This tool can help you narrow down specific promotions based on the customers' specific situations

Promo Genius

400

This resource gives you a PDF list of the promotions T-Mobile currently offers

The Hub

500

This tool allows you to check coverage, find device unlock statuses, look up orders, and send out QR codes to customers.

Atlas