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Question 1

Magenta Voice

Answer 1

	Unlimited Talk/Text/Data
	3GB Hotspot (3G after 3GB is used)
	Taxes and fees included
	Unlimited Talk/Text 5GB data in Canada/Mexico
	Simple Global
	Netflix on Us (1 screen SD streaming)
	SD Video Streaming
	1 Hr Gogo in-flight
	Addition data feature (PlusUp) available for $15

Question 2

PlusUP Feature

Answer 2

	Feature included with Plus plans at $0
	Includes all Magenta Data benefits.
	20GB of Hotspot
	HD video streaming
	Simple Global Unlimited 3G in 210+ destinations
	Unlimited Gogo Inflight
	Name ID & Voicemail to text

Question 3

Magenta Plus

Answer 3

	Unlimited Talk/Text/Data
	20GB Hotspot 
	Taxes and fees included
	Unlimited Talk/Text/Data in Canada/Mexico
	Simple Global
	Netflix on Us (2 screens HD streaming)
	HD Video Streaming 
	Unlimited Gogo in-flight
	3G Simple Global Data
	Name Id (Just like old age caller ID)
	Voicemail to text
	PlusUp is included in the price at a discounted rate of $10/line
	The PlusUp will show up as a separate cost on the bill.

Question 4

Magenta 55+

Answer 4

 Magenta Voice features included
 Available with PlusUp options with Magenta 55 Unlimited Plus ($10/per line)
 Account holder MUST be 55 years of age or older.
 No more than 2 Voice lines on account. MI lines allowed.

Question 5

Magenta Military

Answer 5

 Magenta Voice/Plus features included
 Discounted rates to give back to military and first responders
 DO NOT activate plan unless customer can verify in store.
 Active Duty can be account holder or authorized user
 Veterans MUST be account holder
 Customer MUST verify affiliation

Question 6

Magenta First Responder

Answer 6

 Magenta Voice/Plus features included
 Discounted rates to give back to military and first responders
 DO NOT activate plan unless customer can verify in store.
 First Responder MUST be account holder
 Only state or local agencies eligible – No Federal agencies
 Restrictions apply
 Customer MUST verify affiliation

Question 7

T-Mobile Essentials

Answer 7

	Unlimited Talk/Text/Data
	Unlimited 3G Hotspots
	Unlimited Talk/Text 2G Data in Canada/Mexico
	Taxes and fees NOT included
	SD Video Streaming
	Netflix on us NOT included
	$10 add on for 10GB Hotspot
	Typically excluded from promotions

Question 8

Protection 360

Answer 8

	Accidental Damage
	Loss/Theft
	Extended Warranty
	Jump!
	Apple Care Services
	Identity Theft Protection
	Technical Services via Smartphone App
	Free Screen Shield Replacements

Question 9

Jump!

Answer 9

 Jump 2- Customer can trade in current device once it is halfway paid off. Same trade in requirements. Customer CAN pay halfway off early to upgrade. Included with P360
 When a customer upgrades using JUMP, their current device balance is washed away and is started again on the new device.

Question 10

Stateside International

Answer 10

 Unlimited or discounted calling from the U.S. to landline and mobile numbers located outside the U.S
 Unlimited text messaging (SMS) from the U.S. to mobile numbers in any country where texting is available.
 $15/month per line
 For a complete list of countries supported customers can visit https://www.t-mobile.com/coverage/international-calling

Question 11

Family Mode

Answer 11

 FamilyMode lets parents monitor their family’s Internet usage on both home and mobile devices using the FamilyMode app.
 Allows Parents to control data usage, filter web content, check device usage, provides real-time location information and more for up to 17 (12 Voice, 5 MI) different lines for one monthly subscription fee.
 $10/month for entire account

Question 12

EIP

Answer 12

 A customer can spread the cost (Up to $720) of any device over the course of 24 months.
 Some customers can go up to a 36 month term depending on credit.
 Up front and monthly costs are all dependent on pricing tier which is determined by a credit check.

Question 13

JOD

Answer 13

 JOD is a 18 month lease which means the customer never fully owns the device.
 Customers will not have to pay any upfront taxes but still must pay any required down payment for device.
 Monthly payment price does not include sales tax and will be charged on the bill monthly.
 JOD is not recommended to be sold to customers and is not included in promotions
 You will not get paid on the upgrade if the customer has upgraded within the last 90 days. (They can upgrade every 30 days, technically.)

Question 14

SyncUp Drive

Answer 14

 A SyncUp DRIVE will allow for a customer’s smartphone to get information directly from their vehicle.
 This product can notify users of the following information from their vehicle
(Set up virtual fence; Trip Start; Trip Complete; Low Fuel Warning; Speed Limit; Towing; Vehicle Disturbance; Check Engine; DTC [diagnostic trouble codes]; Low Battery; Maintenance Intervals; Recalls; Service Bulletins.)
 Best of all, it will come with Allstate backed roadside assistance so no customer will have to worry about being stranded.
 Device is available on any mobile internet plan of 2GB or higher.

Question 15

SyncUp Pets

Answer 15

 A SyncUp Pet will allow a customer’s smartphone to get information about their pets.
 This product can notify users of the following information from their vehicle
 Safe zones managed by geo-fences; History of activity and movement; Light status indicator and helpful with night walks; Location tracking; Turn by turn directions to pet’s location if lost
 Device is available on any mobile internet plan of 2GB or higher.

Question 16

Mobile Internet

Answer 16

 Helping customers connect, when and where they want – beyond phones.
-Tablets
-Wearables with DIGITS
-Mobile hotspots
 Any tablet, sync up or hotspot device will be on a MI line. The data ranges but there is NO unlimited options except for tablets via Magenta plans.
 Taxes & Fees Included.

Question 17

Digits

Answer 17

• Digits is the service we offer that gives the same number to multiple devices or multiple numbers for the same device.
• Pairing instructions on DOC-428511
• Plans
• Talk & Text - $10 meaning no extra SIM needed.
• Talk, Text & 3G Data- $15/$10 with Autopay. Separate SIM card with same number.
• Talk, Text & 4G LTE Data- $25/$20 with Autopay. Separate SIM card with same number.
• Apple Watch Digits line- $15/$10 with Autopay. Apple Watch will have same number.

Question 18

EIP for Accessories

Answer 18

 Accessories are eligible for EIP for sales above $69
 Accessories priced over $100 will require half the cost down for that specific accessory, while the other half can be put on payments for 12 months.
 Accessories priced under $100 will not require half down. This means a sale can have multiple items priced under $100 and pay only sales tax up front.

Question 19

TFB (T-Mobile For Business)

Answer 19

 Customers who own a large or small business are encouraged to have T-Mobile For Business account.
 Tax Id required for Business account.
 Business card required for sole proprietorship type of account.
 24 Hour customer service
 Promotions available to only TFB accounts
 Business Family Discount

Question 20

Business Family Discount

Answer 20

 A customer with a line paid for by their employer on a TFB account can receive $20 off their single line plan or $40 off their family plan.
 Magenta Plan or select grandfathered plans are eligible.

Question 21

Big 5

Answer 21

 Ranking system in the West region of T-Mobile
 Reviewed by leadership of NWWE and T-Mobile executives
 5 categories with additional sub-categories
 Sales and operations related

Question 22

Conversion

Answer 22

 First category of the Big 5
 Conversion is measured by the percentage of customers leaving the store with an activation.
 3 types of conversion
o Postpaid conversion
o BTS Conversion
o Prepaid Conversion
 Check with RSM on current conversion goals

Question 23

Accessory Attach

Answer 23

 Attach rate is a percentage of phones leaving with accessories.
 Sim only activations do not count towards attachment.
 Only upgrades and activations with devices will count.
 1 accessory for 1 phone sale = 100% attach rate
 5 accessories for 1 phone sale = 100% attach rate
 0 accessories for 1 phone sale = 0% attach rat

Question 24

Operational Excellence

Answer 24

-Assisted Support Charges are added to any activation done in store. This is a valid T-Mobile charge and cannot be removed unless discussed privately with manager.
-Sim Card Charges will be added to activations for devices requiring a physical sim card.
-Connect compliance measures the frequency you log into the T-Mobile Connect system for update articles, training, and more!
First responders and Military verification compliance will need to be verified in store. Failure to do so will result in loss of commission and sale.

Question 25

NPS

Answer 25

-Measured in a 0-10 Factor -0-6 score of -100 points -7-8 score of 0 points -9-10 score of +100 points -Total NPS calculated by points divided by # of surveys -Question asked on survey: “How likely are you to recommend T-Mobile to your friends/family?”

Question 26

SME

Answer 26

-Used to score interaction experiences with Mobile Expert -Focus in Listening & Understanding Helping Explore and Discover Showing Expertise and Personalizing the Interaction. -10 Points each. Divide by 3 to get your score. -Questions on survey: “During your store visit, the Mobile Expert was friendly and engaging.” “I am satisfied with the Mobile Experts knowledge and expertise.” “The Mobile Expert offered a personalized solution.”

Question 27

Feature Revenue

Answer 27

- Every activation and upgrade will create a target for the average amount of features you should be selling. - Your total amount of features then gets divided by your target. This will give you percent to goal for feature rev.

Question 28

T-Mobile Prepaid

Answer 28

No credit check option in which a customer can have up to 5 lines with no financing options.

Question 29

Carrier Freedom

Answer 29

-T-Mobile will cover up to $650 per line with a max of 5 per account -T-Mobile will cover the cost in two ways --Trade in value of device --Electronic Visa card Submission process and requirements should be reviewed in detail on C2 DOC-422628

Question 30

Smartphone Equality

Answer 30

 A customer can become well qualified after 3 years of service or 12 months of good payment history.  Prepaid is also eligible.

Question 31

T-Mobile Principles

Answer 31

- Customer Focus - Simplicity - Value - Freedom - Serious Fun

Question 32

Interaction Model

Answer 32

- Make it Personal - Explore & Discover - Problem Solved - Guide the Purchase - Stay Connected

Question 33

Signature Moves

Answer 33

Services offered by T-Mobile to eliminate common pain points. Ex: Team of Experts, Netflix on us, or Carrier Freedom.