Growth
The meaning of GROWTH
Selling as many phones and staying on track to meet the goal for # of phone sales set by corporate
The meaning of CONVERSION
Number of phone sales divided by number of ShopperTrak walk-ins
The meaning of REVENUE
The add-ons that are on a new-line or port-in sale by end of business day
What three main things are we judged by in QUALITY
Auto pay
Account retention
feature retention
How do we get our customer experience
customer service
The percentage goal for GROWTH
100%
The three types of CONVERSION we get scored on
Upgrades
BTS
The goals for the 2 ways we get scored on REVENUE
Features - $7 per phone
PHP attached rate - 80%
What are the goals for account retention and future retention
Account retention goal is 75% and feature retention goal is 75%
What does NPS stand
Net promoter score
One way to ensure you meet the GROWTH goal
Push promotions (FREE phones)
Ask everyone for upgrades & add a lines
Etc
Two way to increase CONVERSION
Push upgrades and Salsa with Bill payments
Push Free phones and promos
Explain and educate cx on our BTS devices
Etc
The 2 ways we get scored on REVENUE
Average dollar amount of add-ons per new-line or port-in phone sale
Average percentage of new-number or port-in phone sales that have the $5 or $6 PHP attached
What is the goal for auto pay
20%
What is the goal on a scale of 1 to 10 for our customer experience score
9.5
The limit of FREE phones per account according to our current promotion
FOUR
2 Free phones on new number
Plus
2 Free phones on ported numbers
What employees do with their bodies to help increase our shopper track conversion
Bend down below 4 feet when walking out the door
What features the Scam Shield provide
Lots of stuff
These are the divisors for auto pay
Number of new account, upgrades, reactivation’s, and IMEI changes
What is one way to present the survey to customers
type good quality answer here
The limit of BTS device discounts per account according to our current promotions
TWO
New Account - 3.5%
Upgrade - 5%
BTS - 1%
What features does our five dollar and six dollar PHP bundle includes
Lots of stuff
Why is auto pay important
It helps keep customers with us longer
True or false:
Fixing a customers problem the first time they come in is essential to good customer experience numbers
True