Battle of the Wits

Where can you find trade in label for JOD? (to return device)

• Device Return Status

• In Samson

• 
• None of the above

• All of the above

Where can you find Device Trade in Label for customer (exception JOD)?

• Samson

• Device Pricing Tool

• 
• None of the above

Manual UPS labels sent to customers are only for out of box resolution and for T-Mobile phones only

• True

• False

Where can the customer get and print shipping after upgrading with trade in or Jumping to another device?

• Can't get it after the fact

• Samson

• CRE emails it to them (one off situations only - after walking customer through self help)

• Email from Device Tracking Portal

• 

How can customer complete military verification?

• Can be done in store

• Customer is required to complete verification via sms sent from Grand Central

• Customer can fax it in

• Coaches have ability to override manually (if customer complains about several tries and memo also states)

How do you know the customer doesn't have to do any additional verification if BRP?

• If your coach tells you

• You will get pop up when you change the plan

• 

Deacts: When customer request to cancel a line, you

• Say Blue light special, also put in chat -> then offer 1 save attempts with lifestyle probing questions. Then advised cancel at end of billing cycle. Then advise to customer they MAY NOT be able to take advantage of other promos until after 90 days

• Call Blue light special from under your desk

• Cancel the line immediately

• Say Blue light special, also put in chat -> then offer 3 save attempts with lifestyle probing questions. Then advised cancel at end of billing cycle. Then advise to customer they MAY NOT be able to take advantage of other promos until after 90 days (give them the month and holiday sales they may be missing).

2019 Q1 Activate iPhone 6s and Save offer: buy an Apple iPhone 6s 32GB can get $192 back via monthly Recurring Device Credits (RDC) starts Feb 1st. DOC-447438

• Must AAL, No specific Plan, No Trade In, Not on Backorder, All colors, 1 device per AAL up to 12, can be combined with Carrier Freedom, If a customer canceled a line within the past 90 days, the line must be resumed before they can add a brand-new line to qualify. Customers are responsible for the down payment, taxes, and fees due at purchase.

• I'll reach out to Coach/CRE/TM to find out details

• Must AAL, No specific Plan, No Trade In, Not on Backorder, All colors, 3 device per AAL up to 5, can be combined with Carrier Freedom, If a customer canceled a line within the past 90 days, the line must be resumed before they can add a brand-new line to qualify. Customers are responsible for the down payment, taxes, and fees due at purchase.

• No requirements

If I want to search the history of an IMEI or status of a device return. Where would I go?

• 
• 
• C2 search

• Ask CRE

Customer has 4 lines on account. Customer wants to change the 3rd line to show as AAL charge and not included as 2 lines for $130. What do you do?

• Cry and hope you live to fight another day

• Tell customer it cannot happen

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