AAL Scenarios

Rudy would like to activate a brand new account with T-Mobile. He says he has never had service with us before. You ask him if he already has a SIM and a device, and he has neither. What should we do for Rudy?

• Get him to Virtual Retail

• Open DASH and run his credit

• Tell him it can be a lengthy process, but we should be able to help

• Tell him best wishes

Elaine is qualified for 4 more lines without a deposit, and would like to add two new lines to her T-Mobile account. She does not have SIM cards or devices, and would like to purchase the devices using EIP.

• Get her over to our Activations team

• Complete her request using DASH

• Tell her how much ECA she has

• Tell her you want to get more lines as well

Gavin would like to add a new line to his existing account. He will be transferring a number in from AT&T wireless. He does have an unused T-Mobile SIM card and a Samsung device.

• Add the line as a BYOS, and port in the number using DASH

• Tell him about the new iPhone X

• Get him to Activations

• Ask him how he got the SIM card

Nicole wants to add a line to her T-Mobile account. She just purchased a refurbished LG G6 but she doesn't have a SIM card.

• Tell her to go to the store to get a SIM card

• Tell her she should get the LG G7

• Add the line, and a SIM card using DASH

• Get her to Telesales to order the SIM card

Mark is excited about adding a new line to his T-Mobile account! He just got a new Samsung Galaxy S8, and he has a SIM card. He does not need to pay a deposit. He's eager for you to help him.

• Tell him you're busy, and he should call back later

• Tell him you're excited for him, and add the line in DASH with BYOS

• Using the store locator, give him the closest location, and tell him to get it done there

• Be really nice to him, and direct him to Activations

Can you perform a trade-in when processing an Add a line in DASH?

• Yes

• No

Who should you contact if you need assistance placing an AAL order?

• Your leadership (Coach, Trainer, Support)

• Activations

• Telesales

What situations would make a customer ineligible to add a line on their account?

• The customer is not the BRP or Authorized User

• They cannot verify the OTP

• The account is past due/ delinquent

• All of the above, plus a line is suspended for lost/ stolen, a line has been canceled for less than 90 days, the account is in W/O status, and the account is marked as an Extreme Roamer Reduction (ERR)

What can be viewed from the Minicart in DASH?

• The customers billing address

• Estimated monthly, amount due today, estimate on tax, and items added in the current order

• Other phones currently being used on the account

• Your commission amount for the order

What screen is used in DASH to answer customer questions about different devices without going back and forth or going to other sites?

• Coverage

• Customer Account

• Credit Check

• In Devices, the Compare Selected Devices