Hot Topics
What is Flagged Lines (no usage in 35 days, no equipment sold, no DCC charged, no port-in), 35-Day inactive, 35-Day Revenue Downgrade, Activation DCC?
Communication with floor coach
What is when leaving the sales floor/going on break?
A behavior that will typically help you avoid promotion escalations
What is Double checking the HUB and/or C2?
Where you should put your Yubi key at the end of your shift
What is give to a key holder or leader so that it can be secured in the cage?
Downtime expectations responsibility
What is should be shared by the team? (If you have 10 minutes left in your shift and the next customer is an upgrade, get with a key holder or a leader and maybe take out the trash, etc.)
T-Life Goal
What is 30%+ ? (Which means there's a 70% fail rate!!)
AirPods use on Sales Floor
What is should be limited to professional use only (i.e. RSL)?
Customers should be served and dispositioned in real time
What is Customer Welcome?
Reprint receipt expectations
What is return receipts, Post voids including original and rering + reason, and Price Overrides (i.e. manager directed, payment arrangement, employee discount)?
Addressing issues as they arrive
What is included in an account audit
What is rate plan analysis, NBA, HSI Validation, T-Life/Digital ready, personalized BTS solution, incremental adds, and business/personal?
What communication should not occur on the sales floor
What is cursing, talking about another customer/interaction, speaking negatively about coworkers, and displaying no empathy or coming across as unprofessional?
Transfer expectations
What is once you have onboarded the Customer meaning T-Life etc, the expectation is that they are moved to a transfer station so that you can assist the next customer? (we should not be baby sitting transfers nor should leadership as they need to grab devices, deal with escalations, etc.)
How to create a ticket for tablet issues
What is Quick Ticket and/or Store Watch?
The amount of 15 minute breaks you receive if you work an 8 hour shift
The person at the table closest to the door should always do this
What is not take every customer as we should be doing a fair rotation?
Phone use on sales floor
What is should not be used for anything not work related? (as it has caused customers not to be greeted upon walking into our location and comes across as unprofessional)
When a customer asks if they can leave while their data transfers
What is unfortunately "no" as it is a liability due to the device purchased being their property?
Calling out should occur at least this many hours before your shift
What is 2 hours?
Something we should inspect for at the beginning of an interaction or shortly after a device is selected and why
What is memory and/or backup so that we can set proper expectations and determine if a deferred trade in is necessary depending on the time of day?
Starlink BETA launched on this date for preregistered users
What is January 10th, 2025?
Sitting down on sales floor expectations
What is can occur when assisting a customer at the back table and/or transfer station? (Don't forget to utilize your 15 minute breaks!!)
What is a warm hand off and informing leadership?
If you are scheduled at 10am, this is the time you are expected to be on the Sales Floor assisting customers
What is 10am?
Where the Samsung S24+ Ultra defender otter box should be merchandised on the sales floor
What is per MVP guidelines or on top of the other S24+ Ultra defender otter box cases?