Project Vaccine

What are the 5 components of PTR?

• Opening, Experience, Fix It, Recap & Closing

• Greeting, Experience, Resolution, Recap, & Closing

• Opening, Experience, Fix It, Revenue & Closing

• Greeting, Experience, Resolution, Revenue, Closing

What are the sub-components of Greeting?

• Un-Carrier Opening

• Opening Spiel

• TEX-Branding

• Introduction

For troubleshooting, I will send a PG to my customer before I transfer the call to tech.

• Yes

• No

What are the sub-components of Experience?

• Memo Verbalization

• Determine customer's needs

• Signature Response

• Acknowledge tenure

• Personalization throughout the call

We will tag a behavior as a _______________ if the expected behavior was heard and executed effectively on the call.

What are the sub-components of Resolution?

• Fix It

• Provide Tailored Resolution

• Self-Help

• Verbalize Audit

• Address adjacent issues

If the behavior is not needed on the situation, we can tag it as _____________________.

• Not demonstrated

• Opportunity

• Not Applicable

If there was an attempt to execute the behavior but lacks impact, we can tag it as _____________

• Opportunity

• Not demonstrated

• Not Applicable

What are the sub-components of Revenue?

• Recap

• Fix-It

• RBO

• Why T-Mobile?

What are the sub-components of Closing?

• Send PG

• Personal Guarantee

• Self Help

• Recap

• Recommend Closing