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MetroPCS Dealer Sales Handbook

1. First 500MB for COMA devices at up to 4G LTE speeds First 2 5GB for COMA devices at up to 4G LTE speeds a month a month a month ADD MORE LINES AND SAVE ADD MORE LINES AND SAVE ADD MORE LINES AND SAVE Only Only Only with a family plan with a family plan with a family plan High speed Data determined by your phone 3G phones have 3G HSD 4G phones have 4G HSD 4G LTE phones have 4G LTE HSD EVERY smart phone should be on the 60 EVERY customer needs the 60 for the first month so their entire allotment isn t used on day 1 by phone updates and Play Store downloads Phone Plans Comparison Good THE HIGH SPEED DATA How much OF DATA tigre sn es a lapel er at up to 4G LTE speeds blazing fast 4G LTE data dol get in a month Music n 40 mins day 80 mins day UNLIMITED Streaming BASSE 4 minsiday 8mins day UNLIMITED Streaming Photo mg mum Apps and HE m REM 4 every 3 days 8 every 3 days UNLIMITED Nationwide 4G LTE network No annual contract Taxes amp regulatory fees included THE HIGH SPEED DATA FIRST 68 2GB OF DATA FIRST 4GB OF DATA FIRST 5668 6GB DATA at to 4G speeds at to 4G speeds at to 4G speeds a month a month a month ADD MORE LINES AND SAVE ADD MORE LINES AND SAVE ADD MORE LINES AND SAVE Only when added to your Only when added to your Only when added to
2. Ported MDNs still qualify for MetroPromise returns exchanges excludes BYOP Reps can check the port status in the account through ASAP and modity edit the account number pin name address on the OSP account and resubmit WITHOUT calling DSG or the porting department Special Note For any promo which does not include T Mobile customers Port ins from T Mobile Brightspot Cellular Abroad CLOvEN GIV Mobile GoSmart Mobile LycaMobile NTT DoCoMo USA Proven Wireless P Tel Ready SIM Roam Mobility Simple Mobile Solavei Spot Mobile TelCel America Ultra Mobile Upp Wireless Walmart Family Mobile or any other T Mobile MVNO are not eligible Most postpaid carriers list the account number on the monthly bill On the other hand prepaid carriers don t send out bills so the account number is not so easily discovered So what is the customer s account number and password See the list below for the answer 1 Airvoice wireless Account is the SIM Card number and password is last 4 digits of the phone number 888 944 2355 2 Alltel Account amp is the 9 digit phone number and password is the 4 digit PIN 877 573 4199 3 AT amp T CONTRACT Account will be on the bill it is Not the phone number password will be your online password For bundled bills the account number will be a 12 digit number under your wireless account summary Also only for bundled bills you will need to call AT amp T customer service for the
3. and BYOP devices Feature Description Know Customer Benefits Never worry about overages or limits again Travel wherever you like in the lower 48 states Never have to worry about Roaming and extra costs Perfect for customers with poor reception in their residence or work Works overseas to call home Visual See a list of voicemails you ve received and the duration of each one Listen in Voicemail any order you like Voicemail This package includes Voicemail Caller ID Call Waiting 3 Way Calling Package Provides business and residential directory listings Short Send short codes and receive alerts for Codes amp Alerts Voicemails will not age off of device Voicemail language preference of English or Spanish APP on MetroPCS handsets NOT calling 411 Also provides driving directions 5 digit number that can send and receive messages Pick and choose when and in what order you listen to voicemail Power packed features for all your calling needs Get information on the go when you need it Never have to worry about talking to anyone it s all in the app Never worry about a fee Feature Know Customer Benefits Block your information from displaying e Feature is free but customer e Keep your information erm outgoing calls must request that it be added to private his her account Block 5 Value Bundle Can b
4. 5 Features Stacking feature can be added as many times as desired in a single month If added talk to customer about moving up to the next rate plan Uses high speed allotment on 40 and 50 plans Has designated 2 5GB on 60 rate plan Expire after 90 days on phone at which point they must be downloaded again Must have 40 50 or 60 plan Must have 40 50 or 60 plan Must have 40 50 or 60 plan Not to be added to the 40 50 or 60 Customer Benefits In case you need a little extra push to see you through your bill cycle Take connectivity with you wherever you go Wi Fi your laptop tablet e reader and more Stand out from the crowd and let your callers know you think about them and their entertainment Make the most out of your MetroPCS experience by making your ringtone all you Never miss a beat of the latest and greatest music Never miss an MMS again send and receive unlimited pictures each month Features Focus Cont Description Need to Know Customer Benefits Call Forwarding Forward calls from your cell e Call forwarding 72 to The Value Bundle is PACKED phone to any local number activate call forwarding 73 with great features Screen It Manage your calls better by seeing retracts calls back to Choose when you use your the callers name and phone number before MetroPCS phone number 74 MetroPCS phone for receiving you answer even if it s not stored in your
5. By Day 28 The MetroPCS Elevator Speech 01 07 15 How to Save a Customer from Porting Managing Customer Flow Crush the Bug Selling Against Cricket Google Android 101 Google Android 4 4 KitKat Overview Google Mobile Apps Google Accounts Google Play omartPay FullSpectrum for Indirect Dealers oelling Progressive Finance Please submit your completion of Level 1 MetroUniversity Scholar in the Training Center on MetroDEALER when you have taken all online classes required https dealer metropcs com bawa Login mpcs bawaad Password BaWa9876 Soe E Level 2 MetroPCS Certified The first step in the Wireless T E A M process Attaining this pin means you are a dealer employee who Is officially certified by MetroPCS Wearing this pin customers will know you are more than capable to assist them he class will focus on history and functionality of the wireless industry as well as MetroPCS offerings in devices products features policies and more CLASSROOM TRAINING MetroPCS Certified Level 3 Handset Expert Attaining this pin means you are proficient and knowledgeable about all of the handsets in our line up The class will focus on the Android experience the benefits of PHP and financing and our current devices INSTRUCTOR LED TRAINING Handset Expert Level 4 Warranty Specialist Attaining this pin means you are skilled in the warranty process and handset protection Customers will k
6. Original Service Provider For a port refers to the carrier from which the customer is bringing their number Hecommended handset protection provided by Asurion Inc Requires a monthly Premium Handset payment of 6 and a deductible determined by the phone model Lookout Mobile Protection Security App also provides ability to locate lock wipe and sound an alarm on the covered device Claims are made directly with Asurion not MetroPCS Qpa The exclusive dealer payment vendor for MetroPCS All payments submitted by a pay dealer are done through the Qpay web interface Term Definition Questioning that allows you to learn about your customer and his her needs in order to determine how your product can meet those needs Reactivation At least one element of the phone has been used in ASAP previously Subscriber Identity Module This is the card that makes the handset function Service Order Code ASAP code designating features Start of Service Used by dealer and customer to identify rate plans features and other elements of MetroPCS service Note that this is not a contract it s a tool to assist in the activation Wireless Number Portability Allows customer to bring their existing phone number to MetroPCS AKA a port or ported number Qualifying Customers o WLNP Wireless Local Number Portability allows customers to take port their ACTIVE phone number from one phone service carrier to another Porting Pro
7. Target Customers First time smartphone users EasyHome makes transitioning from Feature phones a breeze Gadgetgeeks customers are sure toflip for KnockON Knock Code Guest Mode Quick Button and more Budget conscious consumers at only 549 for everyone and 0 after mail in rebate for ports this device is a steal How You Sell It Getthis phone in customer s hands o The lightweight handset has a very cool back plate It almost looks like a breeze across a pond DEMO all the cool features o Havecustomerstry KnockON Knock Code EasyHome Guest Mode OSlide QuickMemo QuickButton Plug amp Pop Cheese Mode Stress the savings This is a 5250 phone for 549 You re getting WAY mare than you pay for with the LG Optimus L70 Network Capability SMP ee VGA front facing Bluetooth Version Dimensions 4 79 L x2 49 W x 1 41 Weight Display 4 with impact resistant touchscreen Up to 8 hours talk time i Internal User Memory Up to 5GB micro5D Card Supports up to 64GB Key Selling Features Affordable nationwide 4G LTE smartphone Android 4 4 Kit Kat No more wires DLNA and Wi Fi Direct let you share content directly with other phones TVs printers cameras and other capable devices All the comfort familiarity and affordability of the Exhibit now in LTE Target Customers Budget minded experienced smartphone users First time smartphone buyers looking to upgrade from a feature pho
8. and how this handset will last through it all 5 0 MP Rear Facing Autofocus Camera and Camcorder with LED Flash VGA Front Facing Camera and Camcorder Support for MP3 AAC AAC eAAC AMR FLAC and WMA formats Dimensions 5 0 H x 2 63 W x 0 38 D Display 4 5 WVGA 800 x 480 pixels IPS 16 7M Color TFT with Corning Gorilla Glass 3 Battery Capacity 2 040 mAh Usage Time up to 13 hours Total Internal Memory GB 1 3 GB Available User Memory microSD Card Supports up to 32 GB card Key Selling Features 1 2 GHz Dual Core Qualcomm Processor Hearing Aid Compatible Android 4 4 2 KitKat KnockON double tap the screen to sleep wake without picking it up Knock Code create a customized lock screen with 2 8 touch points Guest create aseparate unlock screen for guests with pre set access and restrictions Easy Home looks like a feature phone Show dialer and 3 features right on the home screen Clip Tray copy amp paste multiple items to a slide up clipboard overlay upto two windows adjustable size and transparency for easy multitasking QuickMemo take screen captures and add handwritten messages easily created and shared On Call Notes access QuickMemo app to take notes on a call Quick Button set a shortcutto an application Quick Translator with Voice Mode real time translations Camera cheese shutter shot mode customizable brightness face tracking pause amp resume recording
9. microSD Card Supports up to 32 GB card Key SellingFeatures Dragontail glass display more durable than standard Built in FM Radio SMP camera Long battery life Target Customers First time smartphone buyers Budget conscious buyers who don t want to spend an arm and a leg but want smartphone functionality e Avid music listeners How You Sell It Position Alcatel handsets to your target customer based on a few key points o Fastest growing global handset manufacturer o Quality of the chipset o Affordability price points Emphasize the value of purchasing a 3G Android smartphone for ONLY 519 withouta contract o THAT S HUGEand exactly what makes MetroPCS the value leader in wireless 36 handsets bestsold on the 60 GSM rate plan o Why Because any rate plan below is metered and your customer will not receive the same data experience on a 540 or 50 rate plan Youtube videos will buffer or not play at all at 2G data speeds Web browsing will be significantly slower at 2G data speeds Music Player Support for AAC AAC AAC Enhanced WB AMR MP3 Midi Bluetooth Version 4 0 with A2DP Dimensions 5 13 L x 2 64 W x 35 H Display 4 5 Dragontail Glass Display Battery Capacity up to 8 hours of talk time Total Internal Memory 2 4GB micro5D Card Supports up to 32 GB card Key Selling Features SMP camera Long battery life Large size display 1 2Ghz quad core processor Call and a
10. 07 x0 68 4 LCD w Gorilla Glass 1820 mAh Up to 6 hours talk time 250 hours standby time Total Internal Memory Key Selling Features Affordable no annual contract device optimized for all basic smartphone functions with a modern sophisticated look Upper entry level device designed to give customers the ideal mix of features and affordability Camera and video effects allow for great creativity in users Wi Fi calling enabled and compatible with mobile hotspot Preloaded Google Drive with 15GB of storage Keep all your files within reach all the time Unlimited Chrome tabs to facilitate unlimited multitasking Target Customers Savers amp Social Communicators Potential customers are working within budgets and generally have previous smartphone experience The biggest consideration driver for this customer is PRICE How You Sell It Upto hours of talk time and 250 hours of standby time this phone is perfecttTortirst time smartphone users who aren t planning to use their handset as their primary source of entertainment Handsetincludes travel charger with USB data cable Can goon standard rate plan o 540 forthose who want some access to MetroWeb and data o 50 560 for customers who want more access to MetroWeb and Email and or desire a 510 International bolt on sales Tips MPCS Selling PHP Customer Bron Rhapsody M and Lookout Appreciation M Accessories Building Looko
11. Mobile Bloomers casual communicator doesn t wantto spenda lot mainly talking with some texting looking fora handsetthatis easy to use Customerswho needareliable and practical device How You Sell It Stressthe familiarity of a QWERTY keyboard layout If you can type you can text on the ZTE Aspect Optional 55 SMS bolt on to share pictures any time you want This handset goes with ANY rate plan o 525 Talk amp Text for frugal consumers o 540 forthose who want some accessto MetroWeb and data o 550 and 560 for customers who want more access to MetroWeb and Email and or desire a 510 International bolt on Dimensions Display 3 8 Gorilla G Battery Capacity 1500 mAH Up to 18 hour talk time Total Internal Memory microSD Card Supports up to 32GB Key Selling Features Affordable nationwide 4G smartphone Speedand simplicity in a stylish handset Expanded camera features include continuous shot panorama cartoon mode and buddy photo share Customizable widgets for a unique user experience Target Customers Budget minded experienced smartphone users First time smartphone buyers looking to upgrade from a feature phone Customers interested in a recognized brand How You Sell It Demonstrate resizable and movable widgets and other home screen customization Demonstrate camera and recording capabilities and features such as cartoon mode and continuous shot Stressatfordability of handset and consist
12. cell is for conditional call calls phone s contact list forwarding Always know who s calling Unlimited Directory Assistance Unlimited Unlimited Director you before you answer does calls to directory assistance for business and Assistance Direct dial of 411 not include blocked numbers residential listings in the US Canada and TextTalk Global Cannot be e Call 411 as often as you like ETT itla Puerto Rico unbundled e Whether you have frequent Voicemail to Text Converts your voicemails meetings or are in a customer to texts and delivers them straight to your facing position sometimes phone or email you just don t have time to TextTalk Global Sending a text message is check Voicemail Now read similar to sending a domestic message simply the transcript in a flash enter the international number into the Send Text with friends and family To field of your phone You can send and internationally with no receive unlimited international text messages to restrictions for the month family and friends in select countries Check metroPCS com for availability Features Focus Con t TAE gt Feature Comprehensive mobile protection against e Must download and install Handset replacement for loss theft damage including water Lookout app far less than MSRP Premium damage and out of warranty e the benefits of Lookout malfunctions with a fast and convenient Mobile Security Premium Handset replacem
13. devices make sure to check the APN settings BYOP handsets T Mobile APN fast t mobile com MMSC hitp mms msg eng t mobile com mms wapenc MetroPCS branded GSM phones MetroPCS APN fast metropcs com MMSC http metropcs mmsmvno com mms wapenc TIP If you are in MetroPCS coverage try the MetroPCS APN settings on BYOP handsets if the T Mobile settings did not work iPhone APN Settings Tap Data gt Settings gt Cellular gt Cellular Data Network IMPORTANT If this setting does not appear on the device the device is not unlocked Refer customer to where they unlocked their phone Configure as follows APN fast t mobile com Username lt blank gt Password lt blank gt Enter the following info under the MMS section APN fast t mobile com Username lt blank gt Password lt blank gt MMSC http mms msg eng t mobile com mms wapenc MMS Proxy lt blank gt MMS Max Message Size 1048576 MMS US Prof URL http wWwww apple com mms uaprof rdf Enter the following info under Internet Tethering APN pcweb t mobile com Username lt blank gt Password lt leave blank gt Press Home to save the APN and exit to the main screen Turn device off and back on Test the connection by opening the Safari web browser Always test MMS calling and data before the customer leaves Android Windows APN Settings IMPORTANT If this setting does not appear on the device the device is not unlocked Refer customer t
14. get Visit www airg com for Be the coolest cat you bonus virtual currency gifts photo effects more information know with your AirG profile and more Remotely locate lock and wipe your MUST download Lookout Protect and backup your Lookout device and SD card Remotely sound an app to access features personal information for Mobile alarm overriding silent and vibrate mode through lookout com just 10 day Theft alerts that send you a picture of the Security thief and the GPS location of your phone Premium AND unlimited cloud storage backup of your contacts call history and PHOTOS Features Focus Cont 1GB Data Top up 4G Mobile Hotspot Ringback Tones 2 Ringtones 5 Music Downloads 5 Picture Messaging Add extra data at blazing fast speeds to your 40 or 50 plan Share your data connection with multiple devices When there s no Wi Fi connection nearby use Mobile Hotspot to browse the internet on your computer and more Entertain your friends family and anyone who calls with Ringback Tones high quality tones that replace the ringing a caller hears Get 2 Ringback Tones per month Personalize your cell phone and let everyone know your favorite jam Get 5 ringtones from MetroMUSIC per month Keep your cell phone packed with the hottest music Get 5 music tracks from MetroMUSIC per month Can be added to the 25 Talk amp Text promo to also allow picture messaging on the device
15. larger display Remember Wear accessories on the sales floor By Samsung Galaxy Light Then you should recommend Either Both offer 4G LTE connectivity Speeds vary by market but up to 110 MBPS Samsung Galaxy Avant offers up to 16GB of internal memory vs up to 3 92GB on Optimus F60 Avant supports up to 64GB SD card vs 32GB SD card on F60 LG Optimus F60 Demo gesture shutter by placing hand into green box make a fist wait 3 seconds and that s it Bonus Demo front facing soft light to brighten up selfies in low light conditions Customize their key board Either Both use a 45 display LG Optimus F60 Demo smart keyboard amp seamless type Samsung Galaxy 55 Remember Buy MPCS branded accessories for your store ATE ZMax Either Both offer 4G LTE connectivitv Speeds varv bv market but up to 110 MBPS Samsung Galaxy offers up to 10GB of internal memorv ZMax comes in at 11GB but 55 supports up to 128GB SD card ZMax supports up to 32GB Rate Plans Features Phone Plan Comparison Selling Rate Tablet Plans Plans Phone Plans Features Free Optional International Focus Features Feature Offers World Calling Country List International Mail In Texting Rebates Nationwide 4G LTE network No annual contract Taxes amp regulatory fees included THE HIGH SPEED DATA FIRST 168 2GB OF DATA FIRST 4GB OF DATA UNLIMITED DATA at up to 4G LTE speeds
16. manual and UPC label intact Step 5 Refund e f the customer clears all 4 steps then a full refund is permitted Next you must e Access the customer s account verify the line Is active the returned handset matches handset in ASAP and that no other balance is due immediately If its SAME DAY return you must cancel the transaction via QPAY and call DSG for the disconnection If it s a return within days 2 7 you only have to call DSG for the disconnection Contact your master agent to return the phone for a refund Providing Excellent Customer Service Bottom line your customers are the reason you exist Meet them at the door or as soon as possible every time establishing a personal connection Explore their needs and questions to understand where they re coming from Try to get customers to use the demo phones in your store transfer ownership Recommend the appropriate handset rate plan features and accessories based on the customer s needs you re the expert And finally Offer congratulations on their fantastic choice of MetroPCS and recap all the work you did for the customer during the transaction Never Charging Upgrade Fees Its a basic MetroPCS philosophy there are no upgrade fees If a customer gets a new phone there is a 15 device change fee If a customer changes rate plans all charges are due by the next Anniversary Date But there Is NEVER an upgrade fee e Taking Payment Before Activat
17. mobile devices mostly CDMA Field Replacement Unit A handset sent from Broadtech guaranteed to work like new and keeps the warranty of the original handset Use the word replacement instead of refurbished when talking about these phones Global Systems for Mobile The mobile technology used by MetroPCS and T Mobile International Mobile Equipment Identity A unique number given to every single mobile phone typically found behind the battery mostly GSM DTI MetroPCS Authorized Dealers who sell MetroPCS That s you and your employer MetroPCS Glossary Original MetroPCS markets launched 2002 2012 operated on CDMA network before Legacy Market converting to GSM Long Term Evolution The next step in radio technologies offering for the telecom LTE market several advancements including greater security more bandwidth lower cost and faster data speeds DES Mobile Device Number The phone number assigned to a customer handset D I Mobile Equipment Identifier Created to replace ESNs mostly GSM Return policy for all new customers phone can be returned in like new condition to the Metro Promise point of purchase within 7 days and with fewer than 60 minutes of talk time for a full refund of the price of the phone and rate plan MetroDEALeR information found on the welcome page Your online resource for announcements and more New Activation All elements phone and SIM of the phone have never been used in ASAP
18. passcode it will be a 4 digit Pin number that they provide to you 888 898 7685 4 AT amp T Go Phone Call the AT amp T number transfer request line at 1 888 898 7685 to get your account number it is Not listed on the online account The passcode is always 12345 5 Boost Please call Boost to get your account number is Not listed on your online account It is a 9 digit number that Boost will give to you over the phone Please call 1 888 266 7848 to get your account number press 88 to reach a live person wait for the opening message to go to English Then press option 5 then option 2 then option4 and listen to all of the 7 or so menu options At the end you will be prompted to chat with a Boost Representative Press 0 and then press 2 Wait for a message and be sure to press 1 so that you can wait for the next representative Passcode your passcode is your 4 digit PIN with Boost the same PIN that you login with 6 Cricket Account number can be found online or by calling the Cricket porting department at 1 866 351 7678 then option 2 the passcode will be your Authorization ID or AID J Google Voice Account number is 10 digit phone number passcode is the last 4 digit of the phone number unless you changed it to something else Customer full name and address must match It will take 4 7 business days to complete 8 H20 Wireless Account number is the phone number and passcode is a 4 digit number or full SIM card numbe
19. providing root permissions an Android device It allows the end user to change the software code on the device or install other software that the OEM wouldn t normally permit including Full customization for virtually any theme graphic Download of any app regardless of the store they re posted on Extended battery life and added performance Updates to the latest Android OS without waiting for the carrier and OEM to send via OTA How do identify if an Android handset is rooted e Search the app drawer or tray for apps called SuperUser or SuperSU Which one is installed is device dependent SuperUser icon is typically an Android dressed as a pirate a SuperSU has the ability to 77 unroota device and remove itself Although an over the air OTA update from your wireless carrier will remove root in many cases these updates can take several months to be released For some devices support has been dropped by the manufacturer and there will be no additional OTA updates A factory reset will not remove all of the files that enable rooting What are the risks to rooting an Android e You can turn your device into a brick if the user makes a mistake to code modifications It will become useless e Your 1 year limited time MetroPCS device warranty is void No FRU exchanges e Android OS security restrictions are bypassed allowing for worms viruses and spyware to attack the customer s device In cla
20. the Quick memo feature Have collateral in Spanish at your store Demonstrate how to translate that text into English using Quick Translator Key Selling Features 46 LTE connectivity Q Slide Quick Remote Quick Translator Quick memo Quick Button WFC Connectivity Voice Shutter Target Customers Tech savvy customers Customers who need data access as quickly as possible Multi Taskers Customers whotravel abroad How You Sell It Demonstrate the blazing fast speed of our New Nationwide 4G LTE network by streaming a YouTube video or downloading a web page from MetroWeb Demonstrate how to use Slides with the 5 pre installed apps out of the box Multi tasking has never been easier Demonstrate how to send handwritten messages and notes back and forth in real time with VuTalk o Mustsend VuTalk invitation and recipient must accept invite to use Demonstrate how to use your LG Optimus to control your cable or T V for those times when you can t locate your remate Demonstrate how totake a picture by justsaying Cheese using Voice Shutter Demonstrate how to write on a new picture or one from your gallery using the Quick memo feature Have collateral Spanish at your store Demonstrate how to translate that text into English using Quick Translator 2 3 6B user storage microSD Card Supports up to 32 GB card Key Selling Features Take still pictures while recording video Expa
21. to have to check the customer s PHOTO ID DO NOT COPY OR SEND CUSTOMER S ID The following MUST be confirmed and all 4 points addressed before you contact your ASR If the photo matches the store employee will contact their ASR and provide the following information Verbal verification that photo ID has been checked Name on account Phone number IMEI NEW for BAWA SOVA The answer to one of the three qualifying questions e When was the last payment made and for how much date customer physically made payment not due date e What are the rate plan s on the account e many lines are on the account e Address on account foL c Step 1 Check Date and Location of Purchase The customer must provide a receipt The purchase must be within 7 days of original purchase date The refund can only be processed at the original place of purchase e Both phone and service must be purchased from same location Step 2 Check Call Timers e Ifthe customer has used more than 60 minutes talk time it is NOT eligible for Metro Promise Even if it only has 12 minutes of talk time but is 8 days old Step 3 Check Phone for Damage NO water damage LDL must be white red or pink is water damage NO Cracked screens e NO dents or cracks e INTACT charging port NO SD SIM slot damage Step 4 Check Original Packaging Make sure the customer has the original box with the battery battery door travel charger user s
22. your existing MetroPCS plan existing MetroPCS plan existing MetroPCS plan Tablets MUST be activated on a line of service e Tablets remain locked to our network through 90 days of service e Account must have multiple PHONES for PHONES to receive 5 discount for phone lines There is no Bring Your Own Tablet program Eligible Features Mobile Hotspot Data Top Up Premium Handset Protection 50 deductible Lookout Mobile Security International SMS Metro Promise applies 7 day window no call timer Selling Rate Plans Rate Plan UNLIMITED Talk UNLIMITED Text UNLIMITED High Speed Data UNLIMITED Talk UNLIMITED Text UNLIMITED Data first 4GB at high speed UNLIMITED Talk UNLIMITED Text UNLIMITED Data first 2GB at high speed UNLIMITED Talk UNLIMITED Text gcc gt Target Customer Enthusiastic tech savvy phone users Uses phone as life companion music video social media email messaging etc Often prefers using phone to computer for media social networking and shopping Desires high end handset features Has available money or financing for top tier selections May wish to have 10 international bolt on Experienced phone users Frequently uses phone for music video social media email messaging etc Uses smartphone personally and professionally in order to save time May wish to have 10 international bolt on May wish to have Mobile Hotspot bolt on Routine phone users first time smar
23. 0 World Calling A 50 monthly or higher rate plan is required gt Offers you UNLIMITED International Calling to over 1 000 destinations worldwide Unlimited landline calling to 75 countries while in the U S gt Unlimited mobile to mobile texting to most countries worldwide while in the U S gt NEW 200 minutes to mobiles in 37 countries while in the U S gt NEW 200 minutes while roaming in 22 countries gt NEW 200 texts while roaming in 22 countries PLEASE NOTE Availability of specific countries is subject to change without notice Check metroPCS com for current avallability 10 World Calling Enhancement Unlimited landline calling to 75 countries while in the U S Unlimited mobile to mobile texting to most countries worldwide while in the U S NEW 200 minutes to mobiles in 37 countries while in the U S NEW 200 minutes while roaming in 22 countries NEW 200 texts while roaming in 22 countries Africa ILD Update Cont Countr Argentina Bermuda Canada Chile Columbia Costa Rica Dominican Republic French Guiana Guadeloupe Panama Puerto Rico Uruguay US Virgin Islands Venezuela Puerto Rico is considered Domestic Roaming YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES North and South America Landline Mobile to Mobile Roaming YES YES Y
24. BAWA SOVA Sales Handbook Q2 2015 m gt Current Rate Plans Device and Lineup Features Welcome MENSES Wireless References TEAM sales Tips Welcome Materials Welcome New Hire MetroPCS Training Training Sites Welcome to MetroPCS We re happy to have you on board and hope you love working for a brand so committed to passing savings directly to its customers You ll find that our rate plans handsets and promotions make us the very best deal in wireless something you can be proud of We ve got resources for you online https dealer metropcs com bawa Login mpcs bawaad Password BaWa9876 90 Day upgrade calculator MetroU password reset request training calendar newsletters announcements pricing matrix important phone numbers and MORE You can get training right away There will be classroom training provided in central locations once a month on various subjects but you can start learning right now Head to hitps t mobile csod com client t mobile metropcs aspx and register using your email and Dealer Door Code ex 77CC1006 TAKE ALL THE CLASSES FOR LEVEL 1 METRO UNIVERSITY SCHOLAR Putting in this effort in your early days will get you up to speed quickly and you ll be at the top of your wireless game in no time You can also find answers to all your ASAP questions in the ASAP Clickable Guide loaded on the terminal s in your store This guide featu
25. ES YES YES YES YES YES YES YES YES YES YES YES YES ILD Update Cont Country China Hong Kong Indonesia Japan New Zealand Northern Marianna Singapore South Korea Taiwan EUC O YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES Australia and Asia YES YES ILD Update Cont Country Belgium Czech Republic zm gt c D lt m Ke s Oo Q 3 o D lt 2 D m lt YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES gt m gt YES YES YES YES YES YES YES YES YES YES YES ILD Update Cont Country taly Latvia Lithuania Luxemburg Netherlands Norway Poland Portugal Romania United Kingdom Vatican City oo O IO lt lt O ID lt 5 YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES E N t lt p m gt Europe Mobile to Mobile YES YES YES YES YES YES YES YES YES YES YES YES It s really important to help customers correctly process their mail in rebates Moving forward if the dealer is at fault for an incorrect rebate submission the dealer will be held responsible
26. NE Every customer sets his her own PIN and Security Q amp A Wireless 1 E A M Program Introduction Level 3 Handset Expert Level 1 MetroU Scholar Level 4 Warranty Specialist Level 6 Wireless T E A M Level 2 VGILLO i Ore Certified Employee Level 5 Customer Service Excellence Attention MetroPCS authorized dealer employee Were rebooting our Wireless T E A M pin program Now every employee will earn his her lanyard and first certificate and pin after just one month of employment This curriculum also acts as onboarding guide for new employees outlining which MetroU courses to take in what order through the first four weeks on the job We sincerely hope this leads to a more orderly approach to the start of your time at MetroPCS If you re a MetroPCS veteran you are ALSO eligible to become a Metro University Scholar Just make sure you take all the courses listed for Level 1 below and you ll be adding the pin to your lanyard in no time As you already Know our industry is a highly competitive one Continuing education helos make MetroPCS the best It is essential for employees to stay current with the latest products Sales skills and new technologies to best serve customers Through a combination of classroom training sessions webinars and Metro University courses you will work to become a Wireless Telecommunications Expert And MetroLEADER The Wireless T E A M program is designed to prov
27. Plan The best payment option for customers is to pay their bill in store Despite the 3 transaction fee this gains the customer access to your outstanding customer service You can assess a customer s account to see if theres a way to save money family plan suggest relevant accessories to prolong the life of the phone case SD card etc and However customers can set up auto pay through their MyAccount on MetroPCs com If the customer encounters problems here are some quick trouble shooting checks for you Clicking the box below will save the card info but will not allow for automatic payments Payment Information Papen Sanogat i 0 00 Chee Date December 07 2014 Payment Method Reged Payment Option Acosplied Ded First haer on Card Card Saee Pies Pipen Ie usd Customer must create and sign into MyAccount then check the autopay box on the eWallet tab J Fhone amp plan eWallet Orders Profile eWalet Saved eWallet Payment Methods Add a New Payment Method Save your credit card debit card and bank account information in your eYWallet to month Payment Method Select i Card Number Expiration Date January v 2012 Name on Card _ Use Account Address ZIP Code Payment Method Hickname Use as AutoPay Payment Methodi Use as Default Payment Method It happens all the time a customer w
28. This account is ONLY for YOU Accounts may not be shared Take ALL Level 1 Metro University Scholar courses Complete ES emo ie NES cu m ni i MY ar PIA Classes COURSES J iil for Level 1 mete P EN m SEE A NEW HIRE HANDSETS ANDROID SALES SKILLS J M t x MEE UD oNBOARDING it HERE T University a ME cvcTEM JP ING HOW TO VIDEO PAPPS amp FEATURES TEN REQUENTLY j pm 1 a ASKED QUESTIONS Scholar zs _ i 4 wal NOTE You must complete a course in its entirety to gain credit for the training Once the course is finished you will have the option to print a certificate proving your completion BEST PRACTICES Use ONE email address If you need your password to be reset you can request it on MetroDEALEH Log on to MetroUniversity at least once per week to keep your account active Samsung Academy https training samsungtelecom com Use the retail activation code nationwider all lower case all one word Get certified to be a Samsung Associate Specialist and Expert Check the site often as Samsung often offers great rewards and incentives to their certified reps Think LG http www thinklg com signup Register to take courses and quizzes on the various LG handsets and accessories available to MetroPCS customers earn points for successfully completing
29. ale Create a consistent customer service experience in all stores across the East Hegion Because customers may interact with several different employees and visit several locations throughout their service with us we must offer the same level of service across the frontline ALL ASAP Months 30 days Amount Due By last day of the customer s billing cycle changes made prior to and including this day will result in prorated charges Anniversary Date 1 day of customer s new billing cycle changes made on this day will NOT result in prorated charges PRORATION begins the date of the change and runs through the Amount Due By date FEATURES ARE NOT PRORATED EXAMPLES If a customer adds a second line atthe 60 rate plan 10 days before the Anniversary Date 5515 due immediately 30 days payment atthe time of activation dont forget aboutthe family plan savings e he next bill will be prorated for 10 days of service 5117 i0daysx 183 18 30 If a customer adds a third line atthe 50 rate plan 3 days before the Anniversary Date 4515 due immediately 30 days payment at the time of activation dont forget aboutthe family plan savings e The next bill will be prorated for 3 days of service 3daysx 1 50 4 50 Price Per Day Plan Charge With over 50 prepaid carriers offering wireless service in the U S the competition is fierce Let s look at all the reasons you should sho
30. alks into your store and says My phone doesnt work There are a lot of ways to respond some better than others This guide will help you troubleshoot the issue and then point the customer in the right direction 1 Ask questions to begin What seems to be the problem How often does it occur Is there a specific location where the problem is most frequent Collect as much information as you can to start Open the customer s account in ASAP Double check that the account Is active paid and has the features that the customer thinks are there Amazingly this will resolve many issues immediately If all is well with the account look over the phone Is it in airplane mode Is the Wi Fi enabled Seriously you deal with cell phones every day and you know the common errors Spending a few moments with the phone could save your customer a lot of hassle and headache Once you ve verified there is a legitimate reproducible problem with the phone there are two ways this could go If IN WARRANTY e Phone was activated less than one year ago check device history in ASAP for Active date e here is no physical or moisture damage in evidence on the phone Then Direct to the nearest Dealer Service Warranty Center DSWC location Explain the warranty issue as fully as you can and let them know they are eligible for a replacement phone NOTE avoid using the word refurbished because of its negative connotations Let customers kno
31. and Is going to need to apply a payment to the customer s account for the amount equal to the MIR amount to correct the error What are the most common issues with MIRs Customer does not meet rate plan requirements if requires 50 and 60 CANNOT be on the 40 e Customer is porting from T Mobile or subsidiaries anyone who uses Mobile s network Customer submits wrong MIR form destroy ALL expired MIR forms e Customer does not mail MIR in the required timeframe Customer tries to combine MIR offer How do you ensure every customer gets their rebate every time FILL OUT mail in rebate request form for your customer completely amp legibly including the customers phone number and IMEI listed as MEID on rebate form MAKE a copy of the bar code section of the customer s device box or take a picture of the bar code and email the picture to the customer for them to print DO NOT cut the bar code off the box MAKE a copy of the sales receipt INFORM your customer of what they need to do to mail the rebate request AND when they need to mail it by REMIND customers they can check the status of their rebate request at http www metropcsrebates com or call 1 800 999 6389 If your customer insists upon completing the form himself herself be sure they follow all of the steps outlined above REQUIREMENTS Port in mail in rebates exclude phone numbers that are active on the Mobile network prior to activating with Me
32. ator Test SensorHub Tagi Black MLC Our December 11 2014 metroPCs sales tip included how to access test mode on the Samsung Galaxy 55 by typing 0 Let s take a closer look at what this hidden service menu can really do to help you troubleshoot MPCS Galaxy 5 handsets Launch the Phone app on your RGB Test Tapping the red green Galaxy handset and open the dial and blue buttons along the top are an pad easy way to check for dead pixels on Then Type 0 no spaces your display Once you ve inspected just tap the screen to go back to the main Service Menu Touch This test lets you test the accuracy of the touch screen on your Galaxy S5 Trace the outside square and the 1nside X with your finger to make sure the touch screen registers the individual squares you re going over Tapping the screen shows you where the touch screen registers your taps as well Additional troubleshooting tests you can run on metroPCS Samsung 55 handsets TSP Hovering Similar to the Touch test this lets you test how sensitive your Galaxy S5 1s to hovering your finger over the display This 1s used for Air view and 1f you think it s not functioning properly then give this test a try LED Performing the LED test will cycle through red ereen and blue notification LEDs so you know they re all functioning Just tap the screen to move to the next color until the test completes Sensor This menu is for more advanced t
33. cable box DVD player or T V for those times when you can t locate your remote Demonstrate how to search for weather news create atext message or play music by using 5 Voice o Pressthe home button twice to launch your personal Samsung assistant 5 Voice Network Capability SMP rear facing 1 9MP front facing Built in MP3 player 5 387 x 2 78 x 0 34 Display 4 8 HD Super AMOLED display Battery Capacity Usage Time Up to 22 5 hours of talk time Total Internal Memory Up to 11 8GB microSD Card Jp to 64GB Key Selling Features NFCcapable TecTiles support 5 Beam Allshare Play 5 Voice Motion Gestures SoundAlive audio enhancement Target Customers With more features than anything before it the Samsung Galaxy 5 Ill is perfectforthe customer wanting more from their life companion handset Increased hands free capabilities makes interacting with your phone more convenient than ever Interact with other Samsung users in new ways through 5 and Allshare Play Everything is more interactive with Samsung How You Sell It Demonstrate Motion Gestures tor customers encourage them to practice Demonstrate Allshare Play to feature the music enhancement Demonstrate s voice for continued hands free utilization of the device Demonstrate 5S Beamforeasytranster of information between devices Network Capability SMP auto focus with flash Music Player MPS player Bluetooth Version Dimensions 455
34. cess Launch ASAP gt Check in WLNP tab if the number can be ported gt If number can be ported in create new account or add the line to an existing account gt Create Memo e Ported number can only come from markets where MetroPCS has coverage not TMobile e t doesnt matter where the customer lives its about where the number is from e PROCEED until you have checked the WLNP tab in ASAP If the Coverage is NO then the number is NON PORTABLE If an account requires multiple ports please process them individually Please wait until the port status Is at least approved before beginning the next port Failure to comply may lead to pending orders that require an ESP ticket to resolve Include in the memo MDN old service provider account number PIN with old service provider General Notes Enter the old account number then 111111111 for the SSN and finally the old account PIN DO NOT RECORD THE CUSTOMER S SSN Only port one number at a time on an account If you try to port multiple numbers simultaneously it can cause major Issues and time delays Do not let the customer leave until the port status Is approved usually takes less than 5 minutes for entire port to complete Porting from landlines may take 7 14 days to process General Notes Until a port is complete the customer will be able to make calls from their MetroPCS device but all incoming calls are routed to the original service provider
35. count XN X Premium customer support A Ei z Mobile Basic 5 Right Phone to the Right Customer ly Ask Listen and Recommend What features of your current phone do you use most frequently What do you wish your phone could do that it doesn t What is your budget for your new phone 2 LISTEN use my phone mostly to make calls and text Nothing don t need a lot of fancy features can t spend more than 100 RECOMMEND MH Samsung GALAXY LIGHT The perfect phone for first time smartphone owners e No hassle calling and texting e User friendly basics through the Android 4 4 KitKat OS Quick and easy web browsing thanks to 4G LTE technology Status Seeker What features of your current phone do you use most frequently What do you wish your phone could do that it doesn t What is your budget for your new phone What features of your current phone do you use most frequently surf the web watch videos and update my Facebook and Instagram pages Sometimes check my email would love a better camera and the video on my current phone is terrible I d love to spend more but my budget is 200 or less use email the camera take videos you name it love my current Samsung phone but I ve been researching the newest release and would like to see it in person MEER Samsung E GALAXY AVANT A grea
36. date to avoid a disruption of service There is a 3 payment fee for paying in store and a 2 payment fee for paying by phone There is no payment fee for paying through the mail address found on Start of Service form or online at www metropcs com AutoPay has no payment fee but the MRC is withdrawn FIVE days prior to the bill due date Additionally if AutoPay is enabled all due immediate balances are withdrawn immediately Understanding Proration ALL ASAP Months 30 days Amount Due By last day of the customer s billing cycle changes made prior to and including this day will result in prorated charges Anniversary Date 1 day of customer s new billing cycle changes made on this day will NOT result in prorated charges PRORATION begins the date of the change and runs through the Amount Due By date FEATURES ARE NOT PRORATED EXAMPLES If a customer adds a second line at the Per Day the Anniversary Date Charge e 55 is dueimmediately 30 days payment at the time of activation don t forget about the family plan savings e The next bill will be prorated for 10 days of service If a customer adds a third line at the 50 rate plan 3 days before the Anniversary Date e 45 is due immediately 30 days payment at the time of activation don t forget about the family plan savings The next bill will be prorated for days of service 60 rate plan 10 days before Price
37. ding is necessary for sending big files via email or in using video chat to talk to someone else online since you have to send your video feed to them Upload speed is measured in megabits per second Mbps So what sort of speeds do need YouTube recommended at least 0 5 Mbps download Netflix recommended 1 5 Mbps download Online Video Games recommended a low ping less than 100ms TALKING POINTS e AT amp T is LIMITING Cricket customers to 4Mpbs of 4G speed and 8Mpbs of LTE speed Seriously e Potential customers should try it too with whoever their current provider is Odds are that MetroPCS wins every time Resource www speedtest net What is a family plan e Afamily plan happens naturally when an account has more than one line of service Each line on that account including the first one receives a 5 discount PER LINE That means that a 60 rate plan is just 55 a month Who doesn t love free money Why is a family plan good for me e Having a family plan is VERY convenient Instead of having to manage different bills for all the people in your life get everyone onto one account and SAVE Do have to start all lines at the same time e NO If at any point you want to add a second line or third or fourth or fifth to a single account you ll start saving 5 per line immediately You can come in and add a line every day if you want we re here to serve you Can add a line now even though my bill is
38. e added to 40 50 or 60 rate plans gt Includes TextTalkGlobal With TextTalk Global sending a text message is similar to sending a domestic message simply enter the international number into the Send To field of your phone You can send and receive unlimited international text messages to family and friends in select countries With TextTalk from MetroPCS you can send mobile to mobile text messages to virtually anyone you want anytime you want from your MetroPCS phone Check Metropcs com for the current list of available countries You can only send or receive text messages while in a MetroPCS coverage area or in a compatible roaming area Supporting countries and carriers may change Some phones have a maximum message length of 160 characters Due to unforeseen variables such as restrictions on the recipients account service provider acts or omissions of connecting or recipients carriers the functionality of the recipients handset your location the location of the recipient or delays in the SMS platform there is no guarantee of delivery You will not be notified of non delivery When sending an International text message the recipients handset must be able to display characters from the Roman Latin alphabet in order to successfully receive the message To find out about calling a specific carrier it all depends on the carrier Head to www metropcs com select Shop Services 5 Value Bundle then select Country from
39. e and atablet all in one Don t have money fortwo devices ZTE has you covered With 10GB of end user storage space you can take your pictures and movies with you tor easy access anywhere you go Atsuchan affordable price you can get huge returns on your spending dollars NOTE To remove SD card and SIM card only use the included Eject Pin Tool DO NOT USE APAPERCLIP as this can damage the device Dimensions Display 5 display with Gorilla Glass aca Up to 9 hours of talk time Total Internal Memory Up to 9 1GB microSD Card Up to 64GB Key Selling Features Air view hover yourtinger over photos files links and texts for an instant preview Driving Mode incoming calls and new notifications are read out automatically Multi Window run multiple apps onthe same screen at the same time New camera features include Live Filters Cinema Mode Drama Shot and Eraser Mode Air Gestures skip to the nextsong check your notifications or automatically answera call on speakerphone just by waving your hand Target Customers With more features than anything before it the Samsung Galaxy 5 IIl is perfectfor the customer wanting more trom their lite companion handset Increased hands free capabilities makes interacting with your phone more convenientthan ever Interact with other Samsung users in new ways through S Beam and Allshare Play Everything is more interactive with Samsung How You Sell It Demonstrate Smart Ge
40. e likelihood your customer doesn t have to come back to your store to complain about service issues a Products Ask open ended questions about their handset wants needs Ask questions like What feature does your current handset lack that vou want your new handset to have or What features do you use the most Rate Plans Ask open ended questions to right fit your customer to the best rate plan based on their estimated data usage Use https www metropcs com cell plans html and scroll to middle of the page to help right fit your customer to the best metroPCS rate plan i Recommend metroPCS handset and rate plan based on their responses i Will significantly reduce likelihood of a customer returning to metroPromise Coverage Ask open ended questions about their coverage needs Ask questions like Where do you work Where do you live Where do you socialize Search for the locations in our coverage tool at htt You want to help customers We know that But issuing a single PIN or Security Q amp A to every customer in your store IS NOT THE ANSWER When a customer does not select their own account information they will be unable to access their account at any other location which will result in the loss of their business and are at high risk for account highjacking which will result in the loss of their business and will be your fault When you activate a new customer you MUST let that customer se
41. elp your customer edit and perfect those selfies Platform Key Selling Features Waterproofupto1 meteroft waterfor up to 30 minutes Military grade shock proof and drop proof Smart Sonic Receivertransmits sound vibrations that go directly into your eardrum which means you can hear no matter how loud your surroundings are Dual microphonesfor noise cancelling means you can be heard no matter how loud your surroundings are Glassis crisp and bright from any angle Eco Mode and MaxiMZR save battery power Upto 3 9GB internal memory with 32GB 50 compatibility so it can handle all your photos videos and downloads 2MP front facing camera is GREAT for selfies Target Customers Anyone who needs a hardy phone construction workers landscapers professional cleaners lifeguards parents teens social buttertlies you name it they need a solid handset that will see them through lite Frequentattendees of sporting events festivals concerts and more Anyone who needs phone functionality even in noisy environments How You Sell It Usethe live your store to demonstrate the waterproof and impact resistant capabilities of the Kyocera Hydro LIFE o Imagine taking pictures of your kids at the waterpark and not having to worry Stressthe hard knock life capabilities of this phone it will survive what you do to it Share anecdotes of all the ways customers break or moisture damage their phones
42. ent performance of the Samsung brand Network Capability 8MP with 1080P HD Video recording Music Player Built in MP3 player Bluetooth Version 4 0 ADZP Dimensions 6 59 L x 3 46 W x 31 Weight 6 3 Super Clear LCD Battery Capacity Usage Time Up to 18 hour talk time Total Internal Memory 11GB microSD Card Supports up to 64GB Key Selling Features 46 LTE connectivity Multi Window Watch On 5 Voice One Handed Operation Mode Air View Driving Mode Target Customers Tech savvy customers Social media junkies Customers who need data access as quickly as possible Multi Taskers How You Sell It Demonstrate the blazing fast speed of our New Nationwide 4G LTE network by streaming a YouTube video or downloading a web page from MetroWeb Demonstrate how to access the dialing pad in call features calculator and unlock pattern using One Handed operation Demonstrate how to view text messages or emails without physically touching the screen using Air View o Hoveryour index finger overa message or email approximately 1 inch from the screen Demonstrate how to be the safest driver onthe road by using Driving Mode o Calls or text messages will be read aloud to the user Demonstrate how to see 2 apps on the screen at the same time using Multi Window o Click and drag each app to the desired size your customer wants Using Watch On demonstrate how to use your samsung Galaxy Mega to control your
43. ent policy Protect your phone inside Protection Can only be added to an account and out for just 20 day within the first 24 hours of activating service or upgrading a phone 10 Feature An easy way to connect with the ultimate e A single account may be Hear any song album music service Sign up and listen instantly shared among three you want instantly No ads Rhapsody to any song in a catalog of over 30 devices no limits on skips million Only one device may listen e Download playlists to your per account at a time device for offline listening Truly limitless customers can talk text e send and receive picture messages and use unlimited data to their heart s content e Unlimited Talk Texting Picture e Messaging and Data Riding on T Mobile s network we re everywhere our customers want to be Nationwide coverage No network No problem Enable Wi Fi e Wi Fi calling and you can call text and surf limitlessly on any available Wi Network Calling MetroPCS considers 4G LTE 4G e and 3G to be high speed Data on the 40 and 50 will slow to 2G speeds after allotment is used A phone will only see data speeds as high as it is capable a 3G phone will never get 4G speeds For full details of our coverage e map check www metropcs com E911 address must be enabled Rep calls DSG customer uses MyAccount or MyMetro App Only works on compatible GSM
44. ervice Introduction to ASAP Section 6 Create a Memo Introduction to ASAP Section 7 View a Memo Introduction to ASAP Section 8 Change a Phone Number Introduction to ASAP Section 9 Add a Feature Introduction to ASAP Section 10 Account Overview Dealer Reset Anniversary Date Change Phone Number PHP Premium Handset Protection Enhanced Training Course Lookout Mobile Security Premium App Using the MetroPCS Data Estimator Preventing Fraud and NGAs 121614 By Day 14 e LG 450 Sales Training e ZTE Aspect e Alcatel ONE TOUCH Evolve 2 e MetroPCS Alcatel ONE TOUCH Fierce 2 LG Optimus L70 Sales Training Kyocera Hydro LIFE e LG Optimus F60 e Samsung Galaxy Light e Samsung Galaxy Avant e ZTE ZMAX 110514 Samsung Galaxy S 4 Sales Overview e Samsung Galaxy S 5 Sales Training MPCS e MetroPCS Alcatel ONETOUCH POP7 e Alcatel ONETOUCH Pop 7 Another Look PLUS any other devices in the lineup By Day 21 e 4G LTE Leadership Selling Skills e MetroPCS Data Cap Metering e Rhapsody Unlimited Music Service 5 0 Metro Block it 2 0 Metro Blocklt 2014 Update LookUp Feature 103114 update World Calling Enhancement effective 11 19 2014 Mexico Calling FAQs Bring Your Own Phone for Direct and Dealer Associates Bring Your Own Phone Guide 1 1 e 4G and Bring Your Own Phone Tips Bring Your Own Phone FAQs e Bring Your Own Phone Troubleshooting the iPhone
45. ible for rebate L70 TITAN GRAY US KIT i a S Vita MA 1 9 References gt MetroPCS Porting WLNP Glossary Guidelines Requirements APN Settings CPNI Auto Pay Warranty or Setup Insurance Password Reset Procedure Minimizing Customer Escalations Metro Promise Quick Guide Selling Family Suggestive Explaining Why Speed Tests Plans Selling Proration MetroPCS Reducing Robbery Security Safety Tips bci Issues MetroPCS Glossary Fourth Generation The latest technology in the telecom mobile industry Account Manager Works directly with several dealers to open and maintain store locations ensure adequate staffing and inventory and more EV EN The first mass expansion of MetroPCS launched in July of 2013 The second mass expansion of MetroPCS launched in November 2013 MIETEN The third mass expansion of MetroPCS launched in September 2014 Amdocs Store ordering and Activation Platform Billing and activation system used by MetroPCS ASAP Dealer Code Code assigned to each dealer location Must be provided to the DSG when calling for assistance The actual User ID used to log into the ASAP billing system Each location will have at ASAP Login least one ASAP login and potentially more generally one login per store register or user Account Service Representative Assigned to your store and others to ensure correct merchandising solve problems and help with sales
46. ide you with all the skills you need to confidently qualify right fit and serve any customer who walks through your door Once the first five levels are completed you will be offered the invitation only 6 level Wireless T E A M training We look forward to working with you through the pin program as you become a MetroPCS ambassador to your customers colleagues and community Level 1 Metro University Scholar Welcome to MetroPCS In your first month you ll work through the courses listed on the following slides to familiarize yourself with your products services processes and policies Once youre finished please submit your completion of Leve 1 MetroUniversity Scholar in the Training Center on MetroDEALER when you have taken all online classes required https dealer metropcs com bawa Login mpcs bawaad Password BaWa9876 NOTE For all Metro University courses take the latest available version By Day 7 Apollo 3 0 This is MetroPCS 2014 2015 New Rate Plans effective 012115 90 Day Upgrade Policy eff 2 1 15 Apollo 3 0 Understanding Prorated Charges Apollo 3 0 Customer Billing Cycle Apollo 3 0 Understanding Metro Promise Introduction to ASAP Section 1 Overview Introduction to ASAP Section 2 Understanding Customer Line Summary Introduction to ASAP Section 3 Create An Account Introduction to ASAP Section 4 Account Header Introduction to ASAP Section 5 Activate S
47. iew o Hoveryour index finger over a message or email approximately 1 inch from the screen Demonstrate howto be the safest driveronthe road by using Driving Mode o Calls or text messages will be read aloud to the user Demonstrate howto see 2 apps on the screen at the same time using Multi Window o Click and drag each app to the desired size your customer wants Using Watch On demonstrate how to use your samsung Galaxy Megato control your cable box DVD player or T V for those times when you can t locate your remote Demonstrate how to search for weather news create atext message or play music by using 5 Voice Pressthe home button twice to launch your personal samsung assistant 5 Voice Network Capability 4G HSPA 2MP rear facing VGA front facing Dimensions 7 6 L x 4 4 W x 35 Weight 10 22 oz Display 7 standard glass display Operating System Jelly Bean 4 2 1 3 GHz dual core processor Battery Capacity 3240 mAH Up to 8 hours of browsing time Internal Memory microSD Card Supports up to 32GB Key SellingFeatures MetroPCs s FIRST EVER TABLET Unlimited data plans for all your needs all month long 7 screen display 8 9MM thin making it near pocket friendly 3240 mAH battery Target Customers Budget conscious consumers who want4G data speeds at an affordable price Social Connectors Parents Students Book worms How You Sell It Pitch Ultra thin design It s only 8 9MM thick Pi
48. indicates FRU or BYOD click on the Account Device History see red arrow to view previously activated device history After you determine when the last new device was purchased head to MetroDEALEH Use the Upgrade Calculator to determine when the customer is next eligible for promo pricing 90 Day Upgrade Calculator Enter date of customers most recent new device activation upgrade 02 26 2015 ss Month Day Year Customer must pay full price Date customer is eligible for upgrade pricing Thu May 28 2015 This calculator is for reference only Please make sure that you are following the guidelines supplied by your local team ensure proper eligibility Network Capability ae Version Dimensions 3 96 L x 2 01 W x 73 12 32PM Weight Display 2 2 internal 0 98 external E idi 950mAh Up to 3h20min talk time User Memory Up to 60MB microSD Card 32GB Key Selling Features e Stylish easy to use flip phone Pocket friendly size and design Talk text email web browsing all easy Innerand outer display Dedicated messaging shortcut key takes you right to your connection hub Attach pictures videos and audio Dedicated Textto Speech shortcut key your phone will read it to you Phone menus emails and text messages Listen to messages before you send them Senior Mode enhances audio and adjusting frequencies to accommodate hearing loss and is hearing aid c
49. ing a Phone Once a phone has been activated it has history That history never goes away So it s necessary to take payment before activating a handset If a customer can t pay then having that cracked box effects dealer reimbursement inventory levels customer insurance eligibility and ensures a poor customer experience for any future owner of that handset Creating a UNIQUE PIN and Security Q amp A for Every Customer NEVER under any circumstances should you use a store wide PIN for customers Its important that each customer select his her own 8 digit PIN that is NOT a birthday Likewise each customer should choose and answer his her own Security Question so that they will always be able to access their account When you establish the PIN and Security Q amp A without customer knowledge you are robbing them of important account information and putting the customer at risk Never Using High Security Settings for an Account High Security Accounts can only be accessed through a corporate store location which there are NONE of in the East Region outside of Philadelphia There s no better way to make sure a customer will leave MetroPCS that making them drive hours just to access their account DON T DO IT Checking Wireless Number Portability MetroPCS can only port numbers from existing MetroPCS market areas Thus if a customer has a number from Salt Lake City UT they cannot port their number There s an EASY way to check th
50. is In ASAP click on the Wireless Number Portability tab and enter in the MDN Voila you know if you can proceed Fully Explaining MetroPromise Guarantee From the time of purchase a customer has up to SEVEN days and up to SIXTY minutes of talk time to return the phone for a full refund of the purchase price of the handset rate plan SIM everything It doesn t cost him a dime to try MetroPCS as long as the return is made within SEVEN days of purchase and with fewer than SIXTY minutes of talk time on the phone Qualifying Customers About Warranty Services MetroPCS takes the hassle out of warranty returns by offering two eXchange By Mail options If the handset has a warranty issue within 30 days from the time of activation there is NO COST to the customer and they will receive a replacement handset in 3 5 business days to be picked up at the DSWC location where they processed the order If the warranty issue arises on day 31 365 there is a 15 fee charged to the customer but they will still receive their replacement in 3 5 days The replacement does NOT include the battery or back the customer keeps the original of both If a customer Is ever dissatisfied with your warranty decision about their handset they can always contact the manufacturer directly to address their issue e Addressing Billing Issues and Fees Make sure to clearly explain to your customers e hecustomer s payment is due the day BEFORE their anniversary
51. is phone brings to elderly customers o Imagine your grandchild s voice saying I love you everytime the phone rings This handsetgoes with ANY rate plan o 525 Talk amp Text forfrugal consumers o 540 forthose who want some access to MetroWeb and data o 550 and 560 for customers who want more access to MetroWeb and Email and or desire a 510 International bolt on Network Capability HSPA 3G 3MP rear facing camera Music Player MPS music player Bluetooth Version Stereo Bluetooth Dimensions 4 96 x 2 51 W x 0 45 D 4 Gorilla Glass Il Battery 1750 mAh up to 10 hours of talk time up to 560 hours of standby time Total 5 Memory Up to 1 8GB microSD Card Up to 32GB Key Selling Features Personalize your home screen by moving things around or selecting from a vast array of background themes and profiles Wi Ficalling capable Comeswith Rhapsody pre loaded for hassle free music listening required 10 feature to use Loaded with SWYPE multi language keyboard and keyboard shortcuts to open other applications on your phone Built in FM radio for music access without Data Target Customers First time smart phone buyers the Valiant offer tons of functionality without being overwhelming for those new to Android Low data music lovers the built in FM radio means access totoday stop hits wherever you are Budget minded consumers Huawei phones are always an affordable ent
52. it is to pin social media and apps to the start screen o Noneedtolog in to Facebook or Twitter to see status updates or comment on them tor that matter it s all right there in front of you Demonstrate how to move apps games web pages and videos to Kid s Corner to put those parent s minds at ease Demonstrate local gigs through the FREE Nokia Mix Radio app so your customers never miss their favorite band or artist coming in concert Demonstrate how to create and edit PowerPoint presentations or Excel spreadsheets to your business professionals in store E Demonstrate how to put your customer s favorite friends and family contacts into People Hub Network Capability 2MP rear facing camera with video capture Music Player Built in mp3 player Dimensions 4 41 44 0 48 Display 2 4 Standard Glass Display Battery Capacity Up to 7 hours talk time 384 hours standby time Up to 107MB microSD Card Up to 32GB Key SellingFeatures AsSamsungdevice you know you can rely on Full QWERTY keyboard for unbelievably easy texting Wi Fi capable for MetroWEB use to save data Enhanced camera options include single shot continuous shot panorama and smile shot Use voice commands to call send text and picture messages redial and go to contacts Choose commands in either English or Spanish Shortcut keysfor silent mode camera and messaging Target Customers Budget conscious consumers UserswhoLOVE to text
53. larm Gestures Built In FM Radio Target Customers Q Switchers 49 at the counter 50 after mail in rebate if they have a 50 or 560 plan Frugal or budget conscious customers who don t want to pay an arm amp and a leg but want smartphone functionality First time smartphone buyers How You Sell It Demonstrate how to mute incoming calls or silence the alarm by turning the handset over using gesturesinthe settings menu Demonstrate to your customers how to tune FM channels to theirfavorite local radio stations Demonstrate how to create a movie using Movie Studio o Add background music to your favorite videos tor movie time with family or friends up to 5 5 hours of talk time up to 350 hours of standby time Total Memory Up to 25MB Key Selling Features Simplicity and Affordability all wrapped up into one compact package Dedicated Silent Mode key for ease of use Common phrases menu for texting in a jiffy Record audio and set any recording you like at your ringtone Calendarand alarm appsto help organize your lite Setup to five alarms on your handset Target Customers Customers whojustwantthe basics talk and text Mobile Bloomers casual communicator doesn t wantto spenda lot mainly talking with some texting looking fora handsetthatis easy to use and dial How You Sell It Stress the safety benefits of giving this camera less phone to young children Stressthe sentimental value th
54. lect his her own 8 digit PIN and personal Security Q amp A combination You must write down this information on the customer s Start of Service form for them to reference once they leave your store Let s talk about those PINs for a moment Must be 8 digits Should never be the customer s birthday remember the high jacking risks Should never be a single number repeated 8 times Should never be 12345678 Why Because these are easy to guess And if they re easy to guess the account is easy to highjack Same with the security question MetroPCS even took away City where you were born because our customers tend to stay where they grow up The answer in Philadelphia was also Philadelphia and accounts were highjacked Coach and train the customer at the time of activation we can t fall back on the SSN like contract customers DRIVE IT HOME TO CUSTOMERS Explain why explain what explain how much of a process it will be if they don t remember this stuff 1 WHY Unique information for each customer PROTECTS the customer from account highjacking 2 WHAT Customer must remember the 8 digit pin and the answer to his her chosen security question 3 PROCESS If a customer does not remember it will require the rep to contact the ASR to take pictures of the customer holding a valid photo ID that matches the information on the account and the Customer Operations Department in Philadelphia who work M F only to unlock the account BOTTOM LI
55. n What are the benefits of PHP Next business day replacement of a lost stolen damaged water or physical and out of warranty handset Deductible based o Claim must be paid and approved by 8 00pm EST for next day delivery Backup of photos contacts and call history GPS locator Email and photo alerts when your handset detects suspicious activity Lock and wipe when you lose or misplace your handset Sound the alarm when handset is lost or misplaced What are some PHP best practices Offer and recommend PHP to every customer no matter which MetroPCS handset they purchase Don t make the decision for them let them make it Our handset protection PHP offers better value than ever with the new lookout application compared to its predecessor Metro Total Protection Additional features are included on PHP that MTP didn t offer e g photo and call history backup Bea one stop shop for your PHP customers meaning help them file claims online at http www phoneclaim com metropcs or let them call 1 866 862 3397 from your store Fax affidavits from your store if available Discuss break even points with your customers o How many months would it take the customer paying for the premium and deductible to equal the full MSRP cost of a new handset What is Lookout Mobile Security Premium AS3 stand alone feature The lookout mobile security premium application is available to download for Android lOS o Does
56. n t due for another week Of course you can You ll pay the full MRC on the added line s at the time of activation and then the prorated amount for the time between activation and the anniversary date at the end of the account s cycle There s no reason to not start saving today Is there a limit to how many lines can add on a family plan e Save 5 per line up to 5 lines on a single account However there s nothing stopping you from holding multiple multi line accounts all receiving their own family plan discounts Do all lines qualify for the family plan Certain promotional plans like the 25 talk and text plan are not eligible to receive the 5 discount but do count toward the total number of account lines Do have to share my data e Would MetroPCS make you do that You know us better than that EACH LINE HAS ITS OWN DATA ALLOWANCE Never fight again about who used up all the minutes or ran you out of data allowance Does my tablet count as a second line e Tablets work a little differently If a tablet is added to an existing phone line the tablet s plan sees a 5 savings However an account must have multiple PHONES for PHONES to receive 5 discount for phone lines Did you know that 7 out of 10 people don t know what they want to order when they go out to eat We have all sat down and heard our waiter or waitress say l recommend Hight He or she is suggestive selling you a dish of food or a bottle
57. n t support Windows Mobile devices Nokia Lumia 521 or 635 BYOP customers are eligible to add lookout mobile security to their account Malware and spyware protection from malicious websites What is customer appreciation e Customer appreciation is your sincere way of recognizing and thanking your MetroPCS customers for their new and continuing business What are the benefits of customer appreciation e Builds loyal customer relationships e tcreates a positive and memorable customer experience e Increase store traffic activity e Creates cross marketing opportunities with neighboring businesses Join Us For Customer Appreciation Day What are some customer appreciation best practices e Send thank you notes letters to your customers o Don tor email your letters This will show your customer you took the time to personally thank them for their business o includea special offer on accessories to entice your customers to continue shopping at your MetroPCS store e Implementin store customer appreciation days which include but are not limited to o Havinga barbeque with hot dogs sodas or water fora designated period of time For example come visit our store from 2 4pm for customer appreciation day today Invite handset manufacturers to participate Their product specialists can offer in store training and even raffle off some giveaways if available Invitation only events with handset manufacturers the latest product lau
58. nch e Customer Anniversaries Send your customer base a text or email congratulating them on their anniversary asa MetroPCS customer 12 month anniversary dates since activation Check ASAP to ensure account is still active e Customer call back o Callyour new and upgrade customers 3 days after the sale This practice will act as a follow up and by checking in with your customers will show them you genuinely care about them and their MetroPCS service experience What are the benefits of purchasing MetroPCS branded accessories Accessories are available at time of new handset launch Higher quality products Professional branded uniformed packaging on accessory slat walls One Year Warranty Where can purchase MetroPCS branded accessories from Online at http www alphacommonline com product profile metropcs php from Alphacomm Enterprises Inc Founded in 1996 Began our partnership in 2004 with the Georgia based company Alphacomm is partners with many other trusted brands such as Samsung Amazon LG Polaroid and Radioshack What are some best practice LJ when selling accessories Scone E Bring a case car charger and Bluetooth to the sales counter with each handset Use open ended questions to right fit your customers o E g How often do you travel without a charger When was the last time you dropped your handset and it broke Use the following closing techniques to ensure yo
59. nd AAC 4 09 L x 2 07 W x 68 H x 2 4 Standard Glass Display Up to 6 hours of talk time Total Internal Memory 26MB microSD Card Supports up to 32GB card Key Selling Features Pocket Triendly clamshelltlip design ExternalLCD for caller id signal and battery indicators Built In FM Radio MP3 player Target Customers Frugal or budget conscious customers who only want the basics o Primary usage is talk andtext Parents purchasing for their young children for limited web functionality o Concerned about children accessing full web browsers Elderly customers as an emergency only phone o Toensuretheir safety 911 How You Sell It Demonstrate built in FM radio requires headphones Stress data free music listening Explain Never worry about accidentally dialing again the buttons are covered until you want them This handset goes with ANY rate plan o 525 Talk amp Text forfrugal consumers o 540 forthose who want some access to MetroWeb and data o 550 560 for customers who want more access to MetroWeb and Email and or desire a 10 International bolt on Network Capability SMP with 720P HD video VGA front facing Music Player Support for MP3 AAC AAC Enhanced WB AMR Midi eAAC Bluetooth Version 4 0 A2DP Dimensions 478 L x 2 51 W x D Rhapsody 4 Dragontail display Battery Capacity 1400 mAh up to 12 hours of talk time Total Internal Memory
60. nded camerafeatures include Continuous Shot Panorama and Voice Shutter Customize your control paneland create individual icons Target Customers Customers lookingfar Customers who heavily use their camera and are interested in exploring new features Customers who wantto make the phone their own through customization a 4G device How You Sell It Demonstrate customizing af the Control Panel monstrate camera and recording capabilities and features Stress affordability of handset and consistent performance af the LG brand Network Capability SMP with 720P HD video recording Music Player Support for MP3 AAC LC AMR NB WMA 9 GSM FR WMA 10Pro Battery Capacity 1430 mAh up to 7 hours of talk time Total Internal Memory Supports up to 64 GB card Key Selling Features Windows Mobile 8 OS Microsoft Office and X Box Live out of the box Live Tiles e Kid s Corner Bing Search Nokia MixRadio People Hub Target Customers Frugal or budget conscious customers who don t want to pay an arm amp and a leg but want smartphone functionality First time smartphone buyers Parents purchasing their young children Business professionals who need on the go access to presentations spreadsheets and documents Xbox Gamers How You Sell It Windows Mobile devices are not common in our lineup so having a live demo is critical to selling it to your target customers Demonstrate how easy
61. ne Customers interested in a recognized brand How You Sell It Highlight Experience minimal buffering during video chats Samsung is a recognizable and trusted brand they proven they re a hatticket in wireless A great choice if you wantto be a HotSpot 1 million appsin the Google Play Store to make your Samsung Galaxy Light your one stop shop for work and entertainment Network Capability SMP auto focus rear facing VGA front facing Dimensions 5 02 L x 2 67 W x 42 Weight Display 45 IPS In Cell Hybrid LCD Corning Gorilla Glass 3 Operating System KitKat v4 4 2 1 2 GHz quad core Battery Capacity Up to 6 hours of talk time CED nternal Memory BGB with 3 92 available to end user i a microSD Card Key SellingFeatures Android 4 4 KitKat Justsay Ok Google to find information with this latest fast and efficient OS l 2GHzquad core processor for a full HD video recording and gaming experience 4 5 WVGA display using the always durable Corning Gorilla Glass LTE capable riding on the nation sfastest 4G LTE network Gesture shutter Knock Code Knock On Target Customers Budgetconscious consumers who want the fastest4G LTE data speeds at an affordable price ONLY 549 Photography lovers who want countless camera modes filters shutter options and auto focus features Multi taskers who wantto use more than 1 app at a time Selfie enthusiasts who can time their selfies with a
62. ng to open sourced speed testing conducted by Ookla But how does that work and how can we use it to our advantage TEST CELLULAR PERFORMANCE Ookla Speedtest mobile apps are designed to accurately test the performance of mobile cellular connections including LTE 4G 3G EDGE and EVDO networks See how fast your cellular data connection is no matter where you are speed Tests Get the Speed Test App on the LIVE DEMO phone in your store or on your MetroPCS handset Head to the Google Play Store Or simply scan this QR code with the and search for Speedtest net smartphone All you have to do is Download Open Begin Test Its really that simple Then youll have a bunch of numbers at your disposal But what do those numbers mean By the numbers PING the reaction time of your connection how fast you get a response after you ve sent out a request A fast ping means a more responsive connection especially in applications where timing is everything like video games Ping is measures in milliseconds ms DOWNLOAD how fast you can pull data from the server to you Most connections are designed to download much faster than they upload since the majority of online activity like loading web pages or streaming videos consists of downloads Download speed is measured in megabits per second Mbps UPLOAD how fast you send data from you to others Uploa
63. nitial activation 1 Provide World Class Customer Service a Once you finish up your activation with your customer review all the Terms amp Conditions and provide a copy b Since most of your metroPCS customers live within 1 mile of your retail store anyway please explain that the BEST option for them is to make payment is at your store The level of in store support you provide your customers will differentiate vou from online and mailing payment options c Building rapport with customers will ensure a long lasting relationship with them so they continue visiting our retail store 14 times per year for payment service and handset support We didn t win J D Power Customer Service Awards 4 years in a row by accident 2 Identify at risk customers If a customer asks if metroPCS handsets can be unlocked reply to them by saying something like How long were you planning on using the service or Why do you ask Once they answer explain that our unlocking policy states that they must use service for a minimum 90 days before customer care will send them the SIM unlock codes Be in tune to customer verbal or non verbal cues They may ask a question like What a frequencies does this handset use or say something like I only need this phone for a month Or may ask for 5 lines of service with mid to high tier handsets paying cash for the entire transaction If the same customer visits your store repeatedly d
64. now you are able to handle their questions relating to handset troubleshooting he class will focus on diagnosing device problems properly completing the XBM process and turning service Into a sale INSTRUCTOR LED TRAINING Warranty Specialist Level 5 Customer Service Excellence Attaining this pin means you are an advanced dealer employee capable of providing this highest level of service to all of our customers The class will focus on the METRO sales process overcoming objections and handling customer escalations INSTRUCTOR LED TRAINING Customer Service Excellence Level 6 Wireless T E A M The final pin in the Wireless E A M program Attaining this pin means you are among the best of the best and have acquired the highest dealer employee achievement The class will focus on creating moments of magic for MetroPCS customers and you will become a MetroPCS ambassador to customers colleagues and the community INSTRUCTOR LED TRAINING Wireless T E A M Alcatel 768 Huawei Valiant F6 Samsung Galaxy Exhibit TOUCH Evolve Huawel Vitria L9 Samsung Galaxy Alcatel ONE TOUCH Fierce Kyocera Hydro XTRM Nokia Lumia 521 samsung Galaxy 5 III Huawei Pal Samsung Freeform M ZTE Concord B Network Capability 2MP camera with video capture Support for MP3 a
65. o built in music player Rhapsody Unlimited Music Demonstrate how to customize the homescreen theme profile and notification panel shortcuts Demonstrate howto create a station list and put the radio in sleep mode Network Capability SMP rear facing 1 3MP front facing Music Player Built in MP3player Bluetooth Version x 252 W x 42 H Display Total Internal Memory Up to 4GB microSD Card supports up to 32GB Key Selling Features Waterproot upto meter af water torup to 30 minutes e Military grade shock proof and drop proot Smart Sonic Receivertransmits sound vibrations that go directly into your eardrum which means you can hear no matter how laud your surroundings are Dual microphonesfor noise cancelling means you can be heard no matter how loud your surroundings are Glassis crisp and bright from any angle Eco Mode and MaxiMZR save battery power Target Customers Anyone whoneedsahardy phone construction workers landscapers professional cleaners lifeguards parents teens social buttertlies you name it they need a solid handset that will see them through lite Frequentattendees of sporting events festivals concerts and more Anyone who needs phone functionality noisy environments How You Sell It Use the live your store to demonstrate the waterproof capabilities of the Kyocera Hydro XTRM Stress the hard knack life capabilities of this phone it
66. o where they unlocked their phone Configure as follows APN fast t mobile com Username lt blank gt Password lt blank gt Enter the following info under the MMS section APN fast t mobile com Username lt blank gt Password lt blank gt MMSC http mms msg eng t mobile com mms wapenc MMS Proxy lt blank gt MMS Max Message Size 1048576 Enter the following info under Internet Tethering APN pcweb t mobile com Username lt blank gt Password lt leave blank gt Turn device off and back on Test the connection by opening the web browser and send a test MMS to another device CPNI is Customer Proprietary Network Information You may not provide ANY information regarding an account without authenticating it This information includes name address call history rate plan features and payment information If a member of law enforcement requests information about an account you STILL cannot discuss Customer Proprietary Network Information However there is a great team down in Texas who handles these types of requests Please have the officer contact the Law Enforcement Compliance Department _ DCS Phone 1 000 571 1255 Faxed Requests Law Enforcement 972 660 2625 Compliance Department Email Requests Subp oenasimetropes cam 2250 Lakeside Blvd Richardson Texas 5082 Email Inquires leaquestiansicametropcs cam When a customer needs his password reset what do you do First you re going
67. of ASAP Account Overview Add Mew Line E ailing Inquiries Change Account Status Check Port Status NOTES Account 70 an Amount Due By 02 06 2045 5 404 0 00 metroConnect Balance Balance Due View otatus Open Anniversary Date 02 07 2015 Due immediately 0 00 Reset Anniversary Date Account Overview Address Information Account Activation Date 02 07 2012 Street Name City WATAUGA Account Type INDIVIDUAL State TX Zip Cad 1 Account Sub Type RETAIL lina Genead 444208 Account Device History Subscriber Details Device Active 817 500 2800 TTI Netwerk Device Refresh Network Device Refresh With LRN Reset YM Passivord BOAT 1020435329 f Han Active Device Number Subscriber Activation Date 02 07 2012 750 12806639789083777 PUK Link Cancel Suspend Date 05 07 2014 SIM Eligibility determined by line not account e SELL Premium Handset Protection If a customer loses or breaks his her phone in the first 90 days he she will have to PAY FULL PRICE for a replacement otherwise You ensure much happier customers when you attach PHP at activation 1 If the Device Activation Date is more than 90 days old the customer is eligible for promotional pricing 2 If the Device Activation Date is less than 90 Days according to the 90 day Upgrade Policy you will have to charge full retail price for the device NOTE In this example the Device Type
68. of wine to pair with the dish you ordered As MetroPCS sales experts we can apply the same concept to our products and services As you build trust with customers in your stores make selling suggestive based on personal and professional needs Here are some useful tips you can use Suggestive selling is recommending an additional or complimentary product Its when we tie in products together Use the recommendation closing strategy Based on what you told me Suggest o be most effective it starts with a good attitude and rapport with your customer Suggestive selling has 2 primary goals e Educating customers on different products we offer e Increase sales volume Gross adds accessories and feature add ons Try suggesting products during your presentation not at the conclusion e Suggest complimentary products by using their name Instead of saying Would you like a case Say recommend you purchase this black shield with the kickstand not only will you protect your device from damage but you can watch video without holding the device Orsay This black shield with the kickstand would go great with your new device it s our most popular accessory e Dont be too pushy or aggressive when offering more than 1 accessory If your customer replies Tl take the case and thats all simply agree and ring them up for the sale e Suggest a MPCS handset rate plan and accessories The complete s
69. ompatible Dedicated Camera shortcut key and camera options like zoom color effects image quality white balance customizable brightness night mode and continuous shot Target Customers Frugal customer first time phone buyer young child mature adult Casual phone userwho wants a simple phone experience Doesn twantto spend much and has little to no data needs How You Sell It Stressto customers comfort and familiarity in the palm of your hand o Affordability o Durability o Convenience o Design This handset goes with ANY rate plan o 525 Talk amp Text forfrugal consumers o 540 forthose who want some access to MetroWeb and data o 550 or 60 for customers who want more access to MetroWeb and Email and or desire 10 International balt on Network Capability 2MP rear facing camera with video Music Player Built in mp3 player Bluetooth Version Stereo Dimensions 455 2 07 x0 68 Weight Display 2 4 Standard Glass Display Battery Capacity 1000 mAh Up to 4 hours talk time 250 hours standby time micro5D Card Up to 32GB Key SellingFeatures Full QWERTY keyboard for unbelievably easy texting e capable tor internet browsing Ultra slim design tor sleek look and light feel Proprietary software to give you an awesome ZTE experience Target Customers Budget conscious consumers UserswhoLOVE to text Mobile Bloomers casual communicator doesn t wantto spenda lot mainl
70. or games apps etc Have a more durable phone Experience faster data speeds Remember Accessories drive 55335 for you and your store Aleatel Fierce Then you should recommend Either Both have a 2000 maH batterv Either Both have a 5MP camera with LED flash Kyocera Hydro Life offers u pto 5GB of intenral memory Fierce 2 offers up to 2GB Both support up to 32GB SD cards Kyocera Hydro Life It is water drop and shock proof Water up to 3 28 for up to 50 minutes Dragontail glass is up to 40 stronger than Gorilla glass Either Both offer 4G HSPA connectivity Speeds vary by market but up to 42 MBPS LG Optimus F6 Remember Keep track of which items sell most Samsung Galaxy Light If your customer wants to Then you should recommend Have longer battery lite LG Optimus F6 2040 maH battery vs 1800 u P on Laght Take pictures Either Both have a 5MP camera with LED flash Samsung Galaxy Light does also include autofocus feature Have more memory for games apps etc Samsung Galaxy Light It offers up to 8GB LG Optimus offers up to 1 2GB Use their phone as a Mobile HotSpot Either Both are hotspot capable Experience faster data speeds Either Both offer 4G LTE connectivity Speeds vary by market but up to 110 MBPS LG Optimus F60 If your customer wants to Experience faster data speeds Have more memory for games apps etc Wants to take easier selfies Have a
71. p tier devices without breaking the bank Check out our awesome Financing options to make it even more affordable today Demo 5 Voice personalassistant 5 Beam content sharing 5 Travel for basic information or recommendations while on the go Dema Sound amp Shot capture the surrounding sound atthe time of shooting so you can record vivid memory 6 4 L x 3 30 W x 35 H Android 4 4 KitKat 1 2 GHz Qualcomm Snapdragon quad core Battery Capacity 3400 mAh Up to 14 hour talk time Supports up to 32GB Key Selling Features 46 LTE connectivity 5 7 screenis the pertectsize for all of a customer s games media and entertainment PHABLET phone and tablet in a single device never have to juggle multiples again Perfectfor video streaming and social media Built in Dolby digital sound High capacity battery will keep you going Target Customers Wanta large screen at an affordable price Tech savvy customers Social mediajunkies Customers who need data access as quickly as possible How You Sell It Demonstrate the blazing fast speed of our New Nationwide 4G LTE network by streaming the YouTube video for Lookout s Mobile Security App https www youtube com watch v GowsYn4BFDU Side by side speedtesttocustomer s4G or competitor s device using the Ooklaspeedtest netapp downloadable from the Google Play Store e Explain This is a handsetthat declutters your life by being everything you need a phon
72. perate fully dunngthe robbery the only time you should not cooperate ts if the robber tries to make you leave with him resistance may be the best option o Verbally Say firmly in a loud voice NO I WON T GO WITH YOU o Passively Pretend to get sick faint or release bodily fluids o Active Fightby pushing the weapon up and away from you in a sudden forceful manner yell and run away as if your life depends on it because it does Use as a last resort only After the robbery lock the doors Protect the evidence e Call 811 andget the help you need police medical Encourage customers to stay until police arrive ifthe customer wants to leave ask for their name and telephone number e Dontdiscussthe robbery with others until you write down the description of the suspect s If others were present during the robbery ask them to write down their observations That way you don t influence others in their recollection of the robbery when giving the police statements NGA Negative Gross Adds But what does it mean to you and our business NGA occurs when a customer doesn t make their 2 and subsequent month s service payment with metroPCS Based on our no contract business model there is no guarantee that a customer will continue using metroPCS once they make their 1 month s payment at time of activation Here are some helpful tips to ensure our customers stay on board with metroPCS for much longer after the i
73. phones require that you combine the code with the phone number that you want to dial for example 31 phonenumber and then tap the Call button some other Galaxy models require that you type the code tap the Call button and then dial the number Try calling your home phone number to see which way it works on your particular model Enter 21 and then tap the Call button The menu that pops up shows you what your Call Forwarding settings currently are GSM Commands Cont When you enter this code and tap Dial a menu shows up telling you whether your phone is currently displaying the caller ID of incoming calls correctly It s also a test to see whether the incoming caller ID function works GSM Commands Cont By entering 31 and then tapping the Dial button your phone will show you what your current outgoing caller ID settings are For example it shows you whether you are hiding your phone number the next time you call someone tis also a test to see whether the outgoing caller ID function works CODE 6 0 PUTS SAMSUNG AVANT LIGHT S4 AND 55 HANDSETS INTO TEST MODE By entering 0 the phone will enter into test mode This mode will test touch screen vibration and sensors used for apps such as 5 Health Red Green Blue Receiver Vibration Diraming cam Sensor Touch TSP Hovering Sleep Speaker Sub key Front cam LED LOW Barcode Unt FREQUENCY Emul
74. r 800 390 2234 9 MetroPCS Account number is a 9 digit number not phone number and passcode is call in passcode usually amp digit birthday 800 518 7519 MetroPCS Porting Group 10 Net10 Account number is the serial number or IMEI number on some phones you find this numbers in the Prepaid Menu on your phone or remove the battery and look for it on the back of the phone For the passcode just put 0000 as MET1O does not require passcode NOTICE Net10 is VERY uncooperative the porting process could take 48 to 72 hours 305 715 6500 11 PlatinumTel Account number is the ESN number just put in 00000 the password you will need to call Platinumtel to have the number released their system is not automated 856 225 5631 12 Revol wireless Account number is a 7 digit number password is 4 digit numbers They are automated when it comes to releasing phone numbers 800 738 6547 13 Simple mobile Account number is last 15 digits of the SIM card and the passcode is either 0000 or 1111 it doesn t matter which 877 878 7908 14 Sprint Account number is not phone number itis 9 digit number passcode is you call in passcode when you call customer service 866 625 6694 15 Straight Talk Account number is not the phone number it is the IMEI of the phone this can be found on the back of the phone itself under the battery so remove the battery Passcode is the last 4 digits of phone number 877 430 2355 16 T Mobile P
75. repaid Phone number is account number and the passcode is a 4 digit PIN number the same PIN used when calling customer service If you don t know your PIN number call the porting department at 1 877 789 3106 to get it 17 T mobile 9 digit account number NOT phone number and can be a word for the password 877 207 8009 18 Tracfone Account number is not the phone number It is the IMEI of the phone this can be found on the back of the phone itself under the battery so remove the battery Passcode is the last 4 digits of phone number 305 715 6500 19 Verizon Account number ends in 00001 passcode call in passcode when you call customer service It is usually the last 4 digits of your social security number unless you specifically changed it to something else 800 711 9300 20 Verizon Prepaid Account number is phone number and the passwords are your 4 digits security PIN 21 Virgin Mobile Account number is 9 digits and passcode is usually the customer birthday in 6 digit format 2 digit month 2 digit day 2 digit year example 011065 for January 10th 1965 UNLESS you changed it to something else 855 326 7983 22 Page plus Account number is the current phone number Pin number is the last 4 digits of the phone number 800 550 2436 23 Family Mobile Account number amp 225 send PIN last 4 of SSN 877 760 8760 The APN setting is the gateway from the phone to the internet Reminder When troubleshooting data on GSM
76. res step by step instructions on how to activate a phone leave a memo investigate device history and more We want to help you There s a handy glossary of terms in the References section of this file Review these terms often in your early days to familiarize yourself with jargon and acronyms used by the wireless industry and MetroPCS Youll also find information about our full current lineup of phones in the Handsets section of this file Review the page for each and you ll be able to provide knowledgeable advice to customers about what phone is the best fit for them If you don t know ASK No one Is expected to have all the answers all the time so it s ok if you need a little help Reach out to your ASR check the glossary if you don t know what that means yet and we ll get you set as quickly as possible no matter the issue New to MetroPCS Please work to complete the LEVEL 1 METRO UNIVERSITY SCHOLAR information under the Wireless T E A M section courses as quickly as possible in an effort to set you up for success at MetroPCS Please know that your progress will be monitored and reported First head to httos t mobile csod com client t mobile metropcs aspx To login for the first time 1 2 3 Using the New User Account Set up option enter your dealer door code ex 77CC1006 Create a username and password for your account Use your real full name for registration complete with any punctuation
77. roubleshooters and tests all the sensors in your device from the accelerometer to the eyroscope and everything in between It s not one that everyday 55 owners will probably understand but 1t could be very helpful for techmecians or those that are tech savvy enough to understand what everything under the Sensors tests means Sources used in this publication include http www androidcentral com how access and use hidden service menu galaxy s5
78. ry into smartphones How You Sell It Stressthe three music options with this device built in FM radio built in music player Rhapsody Unlimited Music Demonstrate the ease of use show customers how to o Setup Gmail and synctheir contacts Make a call Save a contact Turn on and connectto Wi Fi Add an app and a widgetto a home screen Download an app or game from Google Play 0 6 0 0 Network Capability SMP rear facing camera VGA front facing Music Player music player FM radio Bluetooth Version Stereo Bluetooth Dimensions 499 2 51 W x 0 46 D Display 4 Gorilla Glass 2 RE mm up to 11 hours of talk time up to 380 hours of standby time Total Internal Memory Up to 32GB Key Selling Features Dual mics for noise cancellation Jelly 4 1 operating system Wi Fi calling capable Camerateatures including Beauty Group HDR Low Light and Smile Shot Power Manager help you manage your battery life more effectively Built in FM radio Easily customizable with themes profiles and notification panel shortcuts Target Customers Anyone who wants tons of speed withouttons of extraneous apps and features Low data music lovers the built in FM radio means access totoday stop hits whereveryou are Budget minded consumers Huawei phones always an affordable entry into 4G LTE smartphones How You Sell It Stressthe three music options with this device built in FM radi
79. simple hand gesture How You Sell It Pitch Premium design and functionality at a low tier price You get 50 MUCH bang for your buck Pitch Highly customizable and innovative mid tier smartphone at a low tier price Demo Knock Code by tapping a 3 8 point pattern anywhere on the screen Demo How to change from rear facing camera to front Tacing camera by just swiping across the screen Demo The fastest 4G LTE data access using Ookla speed test appin Google play Demo Q slides tor the multi taskers who want 2 apps open at once Demo Smart Keyboard but adjusting its height and layout Network Capability SMP front facing VGA front facing Dimensions 5 23 L x 2 6 W x 39 H Display 5 3 Super Clear LCD Operating System KitKat v4 4 7 Battery Capacity 2100 mAH Up to 18 hour talk time Supports up to 64GB Key Selling Features Powertul4G LTE connectivity for fast streaming Premium leather like design and a brilliant 4 5 display rear facing camera with Panorama and fast Auto Focus Exclusive apps from Samsung like Milk Music and 5 Voice Keepit simple with Easy Mode Target Customers Wanta premium design tor a value price Tech savvy customers Social media unkies Customers who need data access as quickly as possible How You 5ell It Pitch Premium design and functionality at a mid tier price You get SO MUCH bang far your buck Pitch At this price you can get the whole family into to
80. ssroom trainings a common question asked from our dealers has been What is the difference between the FREE Lookout app and the Premium Lookout app Below you will find a comparison chart to help you and your customers identify the features included between both versions To download lookout please visit google com store apps details id com lookout LOOKOUT FEATURE BREAKDOWN FREE PREMIUM SECURITY Mal Download Scanning Automatic protection trom malware Spyware amp adware x X Safe Dialer Scan all click to call links x x Safe Browsing Surf the web knowing that every site you visit is safe x Priva cy Advisor Mana ge the apps that access your personal information X FIND MY PHOWNE Locate Ma othe location ot your cevice from any Drowser x Scream Sound atoud alarm even if your p hone is on silent x X Signal Flare Save your device s location when your battery gets low x x Lock R emotely lock your device to block access to your personal data Lost Message Post a custom lock screen to help get your device back x Wipe Re motely erase data trom your device X Theft Alerts We ll email a photo amp location when we notice suspicious ac x Transfer Download your data to transfer to another device x x MANAGEMENT AND SUPPORT Use Lookout com to manage your account and devices x X AAS M a v Ire ve od a v E c Z Manage mil Itiple devices trom one ac
81. stures tilt your head to automatically scroll through content at a natural pace Demonstrate Smart Scroll let your eyestellthe GS4whento move things up and down on the screen Have customers try air view and multiwindow Encourage families to buy Samsungs together as they interact in fantastic ways through 5 and Allshare Play Network Capability AG LTE 16 MP select focus camera with Ultra HD videorecording Music Player Supports MP3 M4A 3GA AAC OGG OGA WAV WMA AMR AWE FLAC MID MIDI XMF MXMF IMY RTTTL RTX OTA Bluetooth Version Dimensions 5 59 L x 2 85 W x 32 5 11 oz 5 1 full HD super AMOLED Gorilla glass display Up to 29 hourtalk time Total Internal Memory 10 4GB microSD Card Supports up to 128GB card Key Selling Features 4G LITE connectivity l6MP camera Multi Window Watch On Air View Driving Mode 5 Health Dust and water resistant Target Customers Tech savvy customers Social media junkies Customers who need data access as quickly as possible Multi Taskers How You Sell It Demonstrate the blazing fast speed of our New Nationwide 4G LTE network by streaming a YouTube video or downloading a web page from MetroWeb Demonstrate howto monitor health activity by using 5 Health o Launch the S Health app and place your finger over sensor on back battery door Demonstrate howto view text messages or emails without physically touching the screen using Air V
82. t phone for work and play Lightning fast 4G LTE and the latest Android OS A soft leather like back and optimized screen display 5 0 megapixel rear facing camera as well as a front facing camera perfect for selfies Samsung GALAXY 65 he latest and greatest smartphone from Samsung 16 0 megapixel rear facing camera 2 0 megapixel front facing camera and Ultra HD recording Android 4 4 KitKat OS with a 2 9GHz quad core processor Beautiful 5 1 inch HD Super AMOLED display GSM Commands When you type 06 on any mobile phone or tablet that uses SIM cards the IMEI number of the device Is displayed The IMEI is a unique number that carriers and manufacturers use to identify a device but it can also be used to generate unlock codes to remove the SIM lock Unlocking lets you use a mobile with a SIM card from another service provider should the device be currently locked to a specific provider For example if a Samsung Galaxy is locked to AT amp T then an unlock code can be generated based on the IMEI number in order to unlock it Once unlocked you can use it with a SIM card from another carrier such as metroPC S way to determine whether your device is locked is to insert a SIM card from another provider and see whether the SIM is accepted GSM Commands 1 The code 317 hides your phone number when you call someone but it only works on the call you are currently making Some Galaxy
83. tch Priced incredibly for a tablet These devices typicalhy cost a lot more Pitch At this price you can get the whole family into a tablet without breakingthe bank Check out our awesome Financing options to make it even more affordable today Demo Immersive mode forthose book worms Demo How to maximize memory with memory management Plans include unlimited data Available Bolt ons and uniknitod text High Speed Mobile Hotspot mS DE 15 1GB Premium Handset Protection 25 3GB 35 5GB Lookout Mobile Security Data Top Up 5 Off if added to an existing line International Text Messaging Add a tablet to your plan for as low as 70 per month kimge 41268 micro mss pTi ATE Concord Remember Accessories help your customer pair what to wear LG Optimus L70 If your customer wants to Then you should recommend Take Pictures Either Both have a 5MP camera perience a smoother and faster feel LG Optimus L70 It uses Android 4 4 KitKat OS Faster data speeds Either Both are 4G capable with speeds up to 42 Listen to Music Either Both are players and support up to 52GB SD cards but the LG Optimus L70 also supports stereo bluetooth Have longer battery life G Optimus L70 2040 maH battery vs 1820 on Concord t KYOCERA ALCATEL one touch Kyocera Hydro Life If your customer wants to Have longer batterv life Take pictures Have more memory f
84. the dropdown for the list of carriers Select a country from the Global text list below to find the wireless carriers that support TextTalk from MetroPCS Guatemala WireLess Carrier How to Dial Claro Guatemala PCS Digital Sercam dial 011 502 mobile number Millicom Guatemala Comunicaciones dial 011 502 mobile number Celulares Telefonica Moviles Guatemala dial 011 502 mobile number 5 Mexico Calling CAN BE ADDED TO ANY RATE PLAN gt For 5 per month Unlimited Mexico offers unlimited calling and texting to Mexico Unlimited calling to over 200 destinations landlines only including Mexico City Monterrey Guadalajara Guanajuato Puebla Morelia Queretaro Merida San Luis Potosi and Acapulco gt Unlimited mobile texting to select destinations gt Dial your calling destination directly from your phone No more 800 numbers hidden fees or PINs 10 Mexico Calling A 50 monthly or higher rate plan is required gt Unlimited calling to all landlines and 1000 minutes to mobile numbers in Mexico plus unlimited text messaging to select destinations in Mexico gt Mexico Calling feature not available with certain rate plans and is limited to country code 52 Customer will receive 1 000 mobile to mobile minutes for calling from their MetroPCS phone to Mexico country code 52 ALSO includes 200 minutes of roaming talk time FROM Mexico and up to 200 text messages per month sent FROM Mexico 1
85. them with MetroPCS products pricing and service The more you know Learning is an ongoing process The more product knowledge you possessthe more your customers will believe in you and what you re selling To do that please continue to take your required monthly courses at www metropcstraining com participate in instructor led trainings in your market when available do research online and take a minute to read these sales tips Limited need to be jail broken for extensive customization LG Samsung HTC Kyocera Huawei Alcatel Nexus etc Mobile payments ApplePay Google Wallet Voice Assistant Siri for iphone 4s and later Google Now for Jelly Bean 4 1 and later Touch Screen Voice Touch Screen Voice New Software Updates Generally available for all iOS devices Carrier and OEM dependent Device Selection iOS only available on Apple devices Wide range of devices using Android O5 including price point size and hardware capabilities Video Chat FaceTime to only Apple devices Google Hangouts to any Android based device Interface of app icons Widgets which can display informational updates like weather or email Status bar Time battery Wi Fi or network connection Time battery Wi Fi or netwark connection plus notifications for email text calls and reminders OS and App Stability iOS 7 1 has a crash rate of 1 7 105 8 is Jelly Bean and KitKat has a crash rate of 0 7 What is rooting e Rooting means
86. those quizzes Spend your points in the LG rewards store currently featuring great prizes ranging from flash drives to gift cards to TVs and more ZTE Advocates www zteadvocates com Register to learn about ZTE as a company and its products in the MetroPCS lineup Daily questions let you earn points every single day Kyocera Training Academy www henextbigwave com Register to learn through interactive game experiences about the durable waterproof shockproof sonic sound receiver technology equipped handsets in our lineup courtesy of Kyocera Current Device Lineup UPGRADE POLICY LG 450 Alcatel ONE ZTE Aspect TOUCH Evolve 2 samsung L70 Galaxy Light samsung ZTE ZMax Galaxy 4 Handset TOUCH Comparison Alcatel ONE TOUCH Fierce 2 Kyocera Hydro LIFE Samsun F60 Galaxy Avant Samsung Galaxy 5 5 7 Guide 90 Day Upgrade Policy Change effective March 1 2015 Customers can benefit from our great device promotions including instant and mail in rebates if it has been 90 days from their last new device purchase this includes sale and full retail new devices Customers who wish to purchase a new device in Store or online within 90 days of their last new device purchase on a line of service must pay the full suggested retail price YOU must review the customer s account for the current IMEI in the Account Overview sections
87. tphone users Uses phone for occasional entertainment music video social media email messaging etc Cost conscious in purchasing handset rate plan May wish to have Mobile Hotspot bolt on Basic phone users not currently in the market for a smartphone Does not like to take selfies no front facing cameras First time phone buyer and or elderly customer Frugal customer purchasing handset rate plan Can add optional MMS bolt on for 5 if interested in picture messaging Features Focus 1 Features Block calls and texts from unwanted e Only available on Android Able to report unwanted restricted anonymous private or devices callers to FTC unknown parties Online access to review all of your local e Must register on e Perfect for customers who outbound calls for up to 3 months Metropcs com use their phone for work Call Detail e Outgoing calls only purposes only see history from e Keep track of your calls for time feature is added accountability reasons 2 Feature Block calls and texts from unwanted e Only available on Android e Able to report unwanted restricted anonymous private or devices callers to FTC unknown parties AND do unlimited E Lookup unfamiliar numbers reverse phone lookups of any incoming to see who is calling you phone number retrieving the name of the caller Lookup Features Focus Cont 93 Features See who s viewed your airG profile
88. training and operations Automatic payment set up by a customer to cover recurring monthly costs Code Division Multiple Access Old MetroPCS network These networks are being shut down beginning in 2014 with all customers migrating to GSM ollateral The marketing materials displayed and distributed to advertise MetroPCS Customer Proprietary Network Information Name address calling records etc ona customer s account NEVER to be shared with anyone O O gt U S E lt gt Q lt MetroPCS Glossary Dealer Employee Rate Plan Authorized dealer employees are eligible for a 60 rate plan at half price just 30 per month Discount only applies while employed by MetroPCS DIT Sn ViectroPCS s corporate stores currently only in Legacy markets Dealer Support Group The specialized group within MetroPCS s Customer Care team that deals directly with dealer locations Dealers must provide their ASAP Dealer Code when calling Dealer Service Warranty Center Locations throughout the region that process XBM eXchange By Mail warranty replacement and returns Warranty issues can ONLY be processed at a DSWC location REMEMBER ALL MetroPCS locations can and should troubleshoot handset issues before referring customers to a DBWC End of Life A handset is considered EOL when it is no longer being sustained in our lineup Electronic Serial Number Created by the US Federal Communications Commission to uniquely indentify
89. troPCs Full service payment for second month of service must have been received no later than 35 days after activation of phone Mail in rebate form must be completed in full and mailed by the Postmark Date listed on the mail in rebate form under Promotion Reminders and received by the Receive By date also on the MIR form in the same location as the Postmark Date Rebate requests received more than 14 days after the printed Postmark Date are not eligible for rebate Mail in rebate must be sent to address on mail in rebate request form This address CAN VARY it IS NOT always the same address Sending the rebate request to the wrong address will result in rebate request not being processed REQUIREMENTS Mail in rebate requests must include a legible printed copy of sales receipt no handwritten illegible or calculator receipts accepted Mail in rebate requests must include a legible printed copy of the bar code section of the box DO NOT send the actual end of box AS PICTURED BELOW Incomplete or illegible rebate forms will not be honored Rebate requests require 12 weeks for delivery of rebate Rebates are fulfilled by mail and come in form of prepaid MasterCard which works everywhere MasterCard is accepted not just at MetroPCS stores Devices returned via MetroPromise are not eligible for mail in rebate Accounts that go into suspend or cancelled status during rebate request period will not be elig
90. u sell the complete wireless solution to MetroPCS customers What s your favorite closing technique Closing Technique Example Alternative Would you like the green or black case Service Let me pair this Bluetooth for you real quick Alpha Comm htto www alohacommonline com Enterprises Inc 3 4 5 Be consistent Treat your customers the same way each transaction no matter if you saw them last weekor6 months ago Being friendly and smiling to them even if you had a bad day Being consistent with your customers shows them that we always respect and value their business and notjustthe date of activation Deliver on promises Nobody likes someone who breaks their promise right If you tell a customer that you will follow up with them with a phone call to resolve an issue then pick up the phone and doit Make a post it note and leave it somewherein or near your station to help remind you Be transparent Be honest with your customers They are smarter than you think If you make a mistake admit to it Your customer would rather here an apology than a lie Don t try to coverup or hide a mistake hold yourself accountable and explain to your customer how you will resolve it Don ttalk trash If the competition like that green bug Cricket comes up during your conversation don t ever talk bad aboutthem Simply acknowledge the customer statement or experience and begin to explain how we crush
91. ur drop safe Post signs stating there 15 limited cash on hand Greet and look at each customer as they enter your store Keep extenor windows free of obstructions Keep the area around your registers free of clutter Keep interior lights on and in good working condition Keep high value inventory locked in a secure location until needed for a sale Never hesitate to call the police if you feel that something isn t righitl What To Do If Your Store Is Robbed While robbery prevention practices needto be followed every day we also needto understand that not all robberies can be prevented Fortunately most robberies are over in less than 60 seconds most resultin no injuries make it your goal to get the robber out even quicker If a robbery does occur e Stay calm cooperate and speak to the robber before making any movements Don t make any movements without asking the robber if that is OK with him fthere are others in the store who have hidden DON T TELL THE ROBBERI fthere are others in the back areas of the store who don t know that a robbery is taking place and you fear they may walk out tell the robber that you don t wantto startle him but your co worker may walk out from the back area of the store unaware that a robbery Is In progress Dontvolunteer any information fa robber lingers after he has taken the money encourage himto leave while he still can Dontever challenge orthreaten a robber in any way Coo
92. uring a promotional period to purchase multiple handsets that is a red flag i Combining promotions if allowed by the service provider is also a red flag Be aware of customers who tell vou to leave the SIM card and battery out of the handset while activating their account i Reply to your customer that you are required to install all removable parts power up the device and make a test call to ensure successful network activation A customer who comes back to your store to upgrade their handset within the first 30 days of activation i Check their account to see if they subscribe to PHP first before you honor their request to upgrade 3 Follow Up a Start a customer follow up call list Great customer service doesn t stop when your new customer leaves vour store for the first time It continues on and includes following up with your customer to ensure they are having the best experience with metroPCS Keep all your SOS forms in a safe place in the store and call your new customers back to check in every 5 25 45 days after activation Ask them questions like How is you service going Did you set up your voicemail Are you coming to see me to help post your next payment and What questions do you have for me at this time Are there any other services you are in need of Is there anyone else you know interested 4 Qualify Do it RIGHT the TIME Here are some additional tips to reduce th
93. ut IOS vs Customer Android Rooting Mobile Trust Security S5 Hidden Service Menu Selling GSM Samsung Commands What is Rhapsody Rhapsody brings the power of mobile music to your customer every day no matter where they are It is available to download inthe Google play store or the MetroPCS app store What are the benefits of Rhapsody Over 30 million songs in the library Offline listening mode when you are out of network coverage or Wi Fi connection No ads Commercial free listening all day and everyday Thousands of songs added each week Request a song or album to be added to Rhapsody at www rhapsody com Download any song album or playlist Away from your phone No worries just o Loginto your Rhapsody account on the home computer at www rhapsody com or download the PC software for your desktop What are some good qualifying questions to help me sell more Rhapsody add ons How do you listen to music currently How often do you travel listening to music How do you listen when you re away from home computer or the car How many times have you been on an airplane without your favorite tunes playing Reminder Any MetroPCS customer who subscribes to the 5 promotional Rhapsody price is grandfathered until further notice What is PHP e PHP Premium Handset Protection is a 56 handset protection feature o Itincludes handset protection and the lookout mobile security premium applicatio
94. w that Field Replacement Unit FRU phones from Broadtech are tested more thoroughly than brand new phones leaving the factory Make sure the customer knows it will take 3 5 business days for their replacement phone to arrive e down contact information for the customer including an alternate phone number at which to reach them when the handset comes in and the best times call OUT OF WARRANTY Moisture damage check LDL and inspect phone for evidence of moisture Physical damage cracked screen damaged connectors or data charging ports Micro SD card slot missing parts etc Excessive cosmetic damage lots of scratches Then Resolve in store DO NOT send the customer to a DSWC as the customer is not eligible to exchange by mail Empathize with the customer explain why the phone is no longer under warranty and give the customer options as to how he she should proceed Insurance repair or upgrade If the customer has Premium Handset Protection help him her begin the claim process by calling Asurion If the customer does not have Premium Handset Protection discuss the handset upgrade options available Do your best to let the customer know you understand how he she feels and you want to do everything in your power to help them leave your store happy BLAZING FAST 4G LTE Test Our Strength We all know by now that T Mobile has the fastest data network in the country where people live most densely accordi
95. w your customers MetroPCS products and services first Wireless Customers want Affordable Rate Plans Affordable Handset Pricing Handset Selection Hassle Free Business So MetroPCS Offers 525 540 550 amp 60 rate plans All plans are tax inclusive No extra fees Offers the lowest out of pocket prices on most handsets MetroPCs even often offers free phones Now that s amazing Offers a wide range of handsets from basic feature phones for the frugal customer to the Samsung GS5 for the tech savvy young adult Does not charge fees when activating a new line of service Our competitors do Wireless Customers want Wireless Freedom Award Winning Customer Service Warranty Support A Blazing Fast 4G Network So MetroPCS Does not require a 1 or 2 year contract to be signed It s no contract pay in advance service all of the time For the 4 consecutive year has been named 1 by J D Power and Associates for No Contract Prepaid Customer Service Excellence Has warranty support centers all across the country We provide our customers in store troubleshooting and shipped warranty replacement for defective handsets Offers their customers the fastest 4G Nationwide Network which covers over 96 of Americans Prevention Checklist Keep limited cash on hand and in your registers Less cash increased safety by taking the profit out of robbing your store Make frequent cash drops into yo
96. will survive what you do to it Share anecdotes af all the ways customers break or moisture damage their phones and how this handset will last through it all Network Capability 4G LTE SMP rear facing and VGA front facing Music Player Filter by Album Artist and Playlists Bluetooth Version Dimensions 457 L x 2 44 W x 4 H Weight 4 Gorilla Glass 2 Display Battery Capacity Up to 16 hours of talk time 1 24GB user storage Supports up to 32 GB card Key Selling Features 4G LTE connectivity Qslide 2 0 e Quick Translator Quick memo VuTalk NFC Connectivity Camerashooting modes include Time Catch Shot Cheese Shutter Portrait for great selfies and Panorama Target Customers WMultitaskers Customers whoworkor play with non English speakers e High streaming needs customers e Customers interested ina compact lightweight handset How You Sell It Demonstrate the blazing Tast speed of our New Nationwide 4G LTE network by streaming a YouTube video or downloading a web page from MetroWeb Demonstrate how to use Q Slides with the 5 pre installed apps out of the box Multi tasking has never been easier Demonstrate how to send handwritten messages and notes back and forth in real time with VuTalk o Mustsend VutTalk invitation and recipient must accept invite to use Demonstrate how totake a picture by justsaying Cheese Demonstrate how to write ona new picture or one from your gallery using
97. y rate plan below is metered and your customer will not receive the same data experience 540 or 550 rate plan After you use your allotment Youtube videos will bufferor not play at all at 2G data speeds Web browsing will be significantly slower at 2G data speeds Network Capability 4G HSPA SMP auto focus rear facing VGA front facing Dimensions 5 55 L x 2 83 W x 39 Weight Display 5 0 Dragontrail qHD display Operating System KitKat v4 4 2 1 2 GHz quad core Battery Capacity Up to 9 hours of talk time Internal Memory microSD Card Supports up to 32GB Key Selling Features Android 4 4 KitKat Justsay Ok Google to find information with this latest smooth and fast OS 1 2 GHz quad core processorfora great video and gaming experience 5 0 qHD display making it easy to watch your favorite YouTube videos e REMOVABLE BATTERY Customers asked Alcatel listened Note Available in SOVA markets in Slate Target Customers Budgetconscious consumers who want 4G data speeds at an affordable price Consumers wha like to watch videos Bookworms How You Sell It Pitch Premium design and functionality at a mid tier price You get SO MUCH bang for your buck e Pitch At this price you can get the whole family into top tier devices without breaking the bank Check out our awesome Financing options to make it even more affordable today Demo Immersive mode forthose book worms Dema Beauty Immersion to h
98. y talking with some texting looking fora handsetthatis easyto use How You Sell It This phone INCLUDES a travel charger with USB data cable The customer doesn t have to worry about charging on the go Stressthe familiarity of a QWERTY keyboard layout If you can type you can text on the ZTE Aspect This handset goes with ANY rate plan o 525 Talk amp Text forfrugal consumers o 540 forthose who want some access to MetroWeb and data o 550 and560 for customers who want more access to MetroWeb and Email and or desire a 10 International balt on Network Capability Camera Dimensions Display Operating System Processor Battery Capacity microSD Card Supports up to 32 GB card Key Selling Features SNMP camera Long battery life Pocket Triendly design KitKat operating system Note Not available in Apollo 3 0 markets Target Customers First time smartphone buyers Budgetconscious buyers who don t want to spend an arm and a leg but want smartphone functionality Customers with limited streaming needs How You Sell It Position Alcatel handsets to your target customer based on a few key points o Fastestgrowing global handset manufacturer o Affordability price point Emphasize the value of purchasing an affordable 3G Android smartphone off contract o THAT S HUGE and exactly what makes MetroPCS the value leader in wireless 36 handsets bestsold on the 560 GSM rate plan o Why Because an

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