Non - Negotiables
These are the 5 categories Non- Neg.
What are :
New Cust.
Existing Cust.
No Cust.
BOPUIS
Customer Incoming Phone Calls
This is the bridge between i-Connect and T-Mobile’s intranet.
What is T-Nation.
These are the Connect Now steps
1-Welcome
2-Engage
3-Solve
4-Commit
5-Empower
NBA was created for these type of customers
What are existing customers
Sprint Complete includes Apple Care at an additional charge (T/F)
False - It does include AC but all under the 19$ charge
You do this step(s) with both New Cust and Existing Cust.
What is provide a Compelling Offer Of Referral Program and Manager Involvement.
This site can be used to order the NTM gear. You can also take advantage of this promotion extended till 5/31/20.
What is the Bemagenta.com site. You can receive either a 25$credit towards your purchase or select from several free gifts being offered.
This "core behavior" says you should always do this behavior before selling.
What is SOLVE to SELL.
Accepting maybe, later, decline on NBA will cause the offer to disappear (true/false)
False the offers will not disappear
Sprint Complete Glass Coverage includes back and front glass replacement for 29$ (T/F)
False - Glass coverage is only for front glass.
This 2nd step under No Cust. should always be done on downtime.
What is Role Plays and Knowledge checks with peers.
You should be referring your current employees to what site to get information about Benefits, Life and Career and other employee options.
What is : I connect and ESS
Although we do have T-nation and the HUB, Legacy Sprint employees should still be directed to use ESS and I connect till further notice.
You ask lifestyle and work related questions during this step in Connect Now
What is Engage
You have to click on ALL the offers you see till the Save and Sell button is grayed out to get credit (T/F)
False! you are only to click on the offers that you discussed with your customers.
Sprint Complete call center is US based (T/F)
True - all call centers are US based
Doing this step will ensure that your existing customers are aware of all the offers they are entitled to.
What is NBA .
We were able to get this amount of Care workers trained to work from home when COVID-19 hit.
When COVID-19 started shutting call centers nationwide, the Un-carrier moved quickly to support and train over 12,000 of its award-winning care staff in as little as 2 weeks transitioning teams to their homes to keep them safe.
Setting Expectations
Excite and Enable
Inspire Customer Loyalty
These steps are part of which CN process.
What is Empower
Using CST to review a list of leads for outbound calling will impact your usage rate/percentage (T/F)
False- those are scrubbed out so it will not reflect
This 19$ Sprint Complete includes some of the following features that benefit the customers
What is :
unlimited storage
over night replacement
glass coverage
password protection
tech support both in store and Apple
Prior to doing any Non - Negotiables with the customer what should the Floor Leader be doing first?
What is entering the customer into the Virtual Que
He just celebrated a birthday and now signs our checks (lol)..
Who is Mike Sievert.
When you are creating a personal solution with a customer you are doing this CN step.
What is Solve
You can use these tools to look up NBA offers for your customers
What is :
CST
RMS
GST
Sprint Complete can be added to an account past 30 days only during these two situations.
What is during open enrollment and if they paid out of pocket for a repair. This is when the techs can add it on.