Save Attempts *10/7/2021

What doc would you open for Save Tools like "Reactive Customer Retention: Save Guide and Procedures"?

Our customer is reaching out to cancel a gsm line that was being used by their father who passed away, before cancelling what might you offer as a save attempt? (Select all that apply)

• Digits Talk and Text, this will decrease the monthly bill while still giving the customer access to their father's line and anyone who may be trying to contact him still.

• Nothing, I would cancel the line and give my condolences to the customer

• Watch line and watch

• Try to get them to keep the line active and maybe give it to another family member or friend.

Our customer is reaching out to cancel their ex-girlfriends' line since she is getting her own account. What save attempts might you make? (Select all that apply)

• If she is creating her own T-Mobile account, we can offer a COR

• If she is creating her own account with another carrier, we can offer a port out

• Nothing, we would cancel the line as requested

Our customer is reaching out to cancel an MI line that they haven't used recently, how would you try to save this line? (Select all that apply)

• Check to see if any promotions are attached to this line that may be lost with cancellation

• Explain what products the MI line can match with

• Offer a lower rate plan for the MI line so that the customer will still be saving money and keep the line active

• Nothing we would just cancel the line

Our customer is reaching out to cancel her daughter's line for poor grade, what could you offer in place of cancellation?

• Seasonal Suspend

• Lost/Stolen Suspend

• Convert line to MI

• Nothing, cancel the line

Our customer is reaching out to cancel their watch line because it has never worked properly. How would you try to save this line? (Select all that apply)

• Offer troubleshooting with our Tech team to try to resolve the issues

• Talk about other types of watches that may be available for purchase

• Nothing, just cancel the line

• Probe to find out how they wanted the watch to work in the first place

Our customer reaches out to cancel their account because they will be traveling outside of the country for the next 2 months and since this is their only line with us they don't want to keep the account active while gone.

How would you try to save this account? (Select all that apply)

• Offer seasonal suspension with auto restore, this will lower the monthly cost to $10 a month on single line plans

• Nothing, cancel the line

• Probe to determine if customer is military and being deployed, if so explain military suspension

• Offer to convert line type to Digits Talk and Text as a means of lowering the monthly cost and still being able to use the line with the web portal option.

Customer reaches out to cancel a line to help lower their monthly bill, how else would you help them save money while keeping the account active? (Select all that apply)

• Probe to determine if right fit into current rate plan, i.e. check if over 55 years old, military, or first responder

• Check if paying for services that may not be needed or utilized, i.e. One Plus, Stateside International

• Probe to determine if it is about the bill being too high or the time frame that the bill is due each month

• Nothing, cancel the line

Customer reaches out and informs you that they had cancelled a line last month which is still showing active on the account. What is your next move? (Select all that apply)

• Check memos to see if we did set up the cancel and when it was set for

• Probe for more information on why they were cancelling

• Cancel line same day without research

• Reach out to peer who left memos and inform them that they need to call the customer and cancel the line

Pick the best save attempt below for the scenario on question number 2 with Digits Talk and Text line (DTT).

• Oh goodness! We are so sorry to hear of your loss, losing a parent is such a hard thing to go through! We can absolutely look at cancellation options for this line, I would like to mention another option that we offer which is called Digits Talk and Text.

  
  

  This will allow you to have your father's line still active for any of the accounts that may still need to reach out or friends or family if they still have the number, but through an app instead of on a physical phone.

  
  

  Also, this line is only $10 a month with Autopay! Would you like to convert this today?

• Oh no! That sucks to hear that your dad died, we can absolutely cancel the line for you but first I want to offer to change it to our Digits Talk and Text.

  
  

  This lets you keep his line active and spend less. Do you want to do that or just cancel?

• Oh gosh, that's terrible to hear! We can totally cancel his line right now, first would you like to hear about our Digits Talk and Text option instead?