Show:
OPERATIONS
PHONE KNOWLEDGE
ONBOARDING
SALES BEHAVIORS
WHAT EVERY REP SHOULD KNOW
100
THESE STANDARDS, DESIGNED BY AWIRELESS, ARE CONSIDERED NON-NEGOTIABLE AND TO BE DONE DAILY.
What is the NNS?
100
THIS PHONE IS KNOWN TO HAVE ____HOURS OF TALKTIME FOR ITS BATTERY AND CAN BE FULLY CHARGED WITHIN 15 MINUTES.
What is the Motorola Droid Turbo?
100
WHEN TMP IS ADDED TO A PHONE/DEVICE, THESE TWO "APPS" NEED TO BE DOWNLOADED AND ACTIVATED BY THE REP TO HELP CREATE A BETTER EXPERIENCE FOR THE CUSTOMER.
What is VSP and the AWireless App?
100
GREETING A CUSTOMER, UNCOVERING THEIR NEEDS; EXPLORING/EXPANDING WITH PROBING QUESTIONS; SUGGESTING RECOMMENDATIONS BASED ON CUSTOMER FEEDBACK AND THANKING THE CUSTOMER FOR CHOOSING VERIZON
What is the G.U.E.S.T sales model?
100
PERFORMING AN ACTIVATION OR UPGRADE WITH DEVICE PAYMENT, ADDING TMP AND ADDING AN ESSENTIAL PACKAGE WITH THE BOX.
What is "a Full Boat"?
200
THIS ONLINE FORM IS TO BE COMPLETED 3 TIMES A DAY, EVERYDAY BY A TEAM MEMBER.
What is the Operations NNS pronto Form?
200
THIS PHONE HAS A BRAND NAME SHIELD THAT WILL PROTECT IT FROM CRACKS OR SHATTERING
What is the Moto Shattershield for Droid 2?
200
A BEHAVIOR THAT A REP PERFORMS TO MAKE SURE THAT THEIR CUSTOMER KNOWS WHAT THE CUSTOMER PURCHASED AND THE TERMS/CONDITIONS, BILLING EXPECTATIONS AND INSTALLMENTS AGREEMENTS
What is Underlining or highlighting details the Sales Receipt, Agreement and/or Installment agreement?
200
USING AN EITHER/OR STATEMENT; ASSUMING THE SALE OR DECISION OR ASKING FOR THE SALE
What are closing techniques?
200
BUNDLE SELLING WITH A BOX, OFFERING A DISCOUNT OR BUSINESS DISCOUNT, EXPLAINING THE FEATURES AND BENEFITS OF THE PRODUCT, MENTIONING THE PRODUCT EARLY IN THE G.U.E.S.T. PROCESS, GIVING A PRODUCT DEMONSTRATION
What are effective methods to sell accessories and increase APPA?
300
AN IMPORTANT EXPECTATION OF THE ONBOARDING PROCESS FOR EACH BOX SOLD OR CHANGE IN A CUSTOMER'S ACCOUNT. IT SETS AN EXPECTATION FOR THE CUSTOMER FOR GREAT FEEDBACK FROM THE SERVICE THEY RECEIVED THAT DAY.
What is the NPS?
300
THIS PHONE HAS THE ANDROID 5.1 LOLLIPOP VERSION, HEXA CORE 1.8 GHz PROCESSOR AND A 16 MP REAR-FACING CAMERA. THIS PHONE WAS RELEASED WITHIN THE LAST 3 MONTHS.
What is the LG V10?
300
EVERY REP SHOULD BE ASKING THE CUSTOMER FOR A 9 OR 10 ON A SURVEY; EXPLAINING TO THE CUSTOMER THAT THEY WILL RECEIVE A FEEDBACK CALL SOON AND EXPLAINING ITS IMPORTANCE
What is the NPS?
300
DOING WAA WITH EVERY OPPORTUNITY TO BE ABLE TO OFFER THE TOTAL SOLUTION, PRACTICIING THE G.U.E.S.T MODEL WITH EVERY CUSTOMER, SETTING APPOINTMENTS FROM CAMPAIGN CALLS OR FOLLOWUP CALLS.
What are ways to increase Total Box Conversion?
300
I AM KEPT IN THE WOMEN'S RESTROOM WHEN NOT IN USE. I SHOULD BE USED EVERYDAY NEAR THE OPENING AND/OR CLOSING TIME OF THE STORE.
What is the vacuum cleaner?
400
AM I WEARING A NAME TAG, CHECKED AND READ MY EMAILS AND CHECKING INVENTORY LEVELS ARE ACTIVITIES FOUND IN THE NNS.
What are some activities found in the START OF SHIFT in the NNS?
400
THIS GALAXY CLASS PHONE HAS A QUAD CORE SNAPDRAGON 2.5 Ghz PROCESSOR, 2 GB OF INTERNAL RAM AND A 16MP REAR FACING CAMERA
What is the Galaxy S5?
400
MENTIONING THIS SALES BEHAVIOR SCRIPT WILL HELP ME INCREASE THE CHANCE OF A SUCCESSFUL NPS
What is the NPS script?
400
DELIGHTING THE CUSTOMER; BELIEVE IN USING THE NPS SCRIPT AND MENTION THE SCRIPT TO EVERY CUSTOMER; FOLLOWING UP WITH YOUR CUSTOMER THE NEXT DAY.
What are successful behaviors to get a successful NPS score?
400
A PROACTIVE BEHAVIOR TO INCREASE IN-STORE TRAFFIC AND OPPORTUNITIES. EACH REP HAS A GOAL OF A MINIMUM OF 10 OF THESE MADE EVERYDAY.
What is the awireless campaign calling list?
500
I AM A FEATURE, ONCE ADDED TO A CUSTOMER'S LINE, WILL ADD VALUE TO THE CUSTOMER AND INCREASE PROFIT FOR THE COMPANY. EVEN THOUGH I WILL GET COMMISSION FOR ADDING THE FEATURE, I STILL NEED TO ADD THE FEATURE IN RQ4 INVOICE
What is TMP? IDEALLY, IT NEEDS TO BE ADDED ATTHE TIME OF THE SALE, ON THE ORIGINAL INVOICE. YOU DO HAVE 24 HRS TO ADD THE FEATURE.
500
THIS ALL-METAL BODIED PHONE HAS A 20MP PRIMARYCAMERA, ULTRA PIXEL FRONT FACING CAMERA AND HAS A NAME BRAND "BOOMSOUND" FOR ITS AUDIO.
What is HTC M9?
500
DOING THIS "END OF THE SALE", NON-VERBAL/WRITTEN BEHAVIOR WILL HELP ENSURE THAT EACH CUSTOMER KNOWS EXACTLY WHAT THEY ARE PAYING AT THE POS AND HOW THEIR ACCOUNT IS BEING CHANGED OR SETUP
What is PROCESS OF COMPLETING THE OB FORM OR HIGHLIGHTING/CIRCLING PERTINENT INFORMATION ON THE POS AND AGREEMENTS?
500
AT THE BEGINNING OF THE SALES PROCESS. SMILING, ASK FOR A NAME/GIVE YOUR NAME, NEAR THE FRONT OF THE STORE.
What is greeting phase of the G.U.E.S.T MODEL.?
500
I AM A BOARD THAT SHOULD BE UPDATED EVERYDAY, ACCORDING TO NNS, BY EACH REP. IT MEASURES MY PROGRESS OR NON-PROGRESS TOWARDS MY WEEKLY AND MONTHLY GOALS.
What is the white board?