PST WK 3

Customer wants to finance an iPhone 15 pro and pay installments over time.

• JUMP! On Demand (JOD)

• JUMP!

• Equipment Installment Plan

• Full Retail Price

Customer will be paying for the T-Mobile device for 18 months while he/she is using it. After the term ends, the Customer has to return the device to T-Mobile in good working condition. However, Customer has an option to own the device.

• Full Price

• JUMP! On Demand (JOD)

• JUMP!

• EIP

Which device program will make the Customer own the device at the time of purchase.

• JUMP! On Demand (JOD)

• JUMP!

• Full Price

• EIP

The Customer is on a JUMP! On Demand (JOD) device program. After 18 months, what are the Customer's possible options?

• Turn in the device at Retail

• Complete a JUMP! On Demand (JOD) upgrade

• Pay the POP (Purchase Option Price) in one lump sum to own the device.

• Open a POIP (Purchase Option Installment Plan) to finance the purchase option price

What are the advantages if the Customer adds the Protection 360 during the device purchase?

• Replacements for accidental damage and liquid damage.

• Extended warranty with T-Mobile after the manufacturer's warranty expires.

• Allows customers to upgrade to a new device once 50% of the device cost is paid.

• Screen protector replacement.

Scenario: Customer went to a T-Mobile retail store and place an order for an iPhone 15 Pro Max 256GB Black Titanium. Customer was promised by the Store Rep that he will get up to $830 off the iPhone 15 series when purchased on EIP, trade-in a qualifying phone, and activate a new voice line on an eligible rate plan. However, the Customer FORGOT to include the trade-in device during the purchase process.

Question: Can the Customer still get the $830 off?

• Yes, because it was promised by the Store Rep.

• The Customer should go to the previous T-Mobile Store.

• Yes. If less than 30 days have passed since the Customer's qualifying in-store purchase or order ship date. The Customer just needs to ship his trade-in device.

• Follow normal escalation process through leadership for manual enrollment.

Scenario: Customer went to a T-Mobile retail store and place an order for an iPhone 15 Pro Max 256GB Black Titanium. Customer was promised by the Store Rep that he will get up to $830 off the iPhone 15 series when purchased on EIP, trade-in a qualifying phone, and activate a new voice line on an eligible rate plan. However, the The Store Rep FORGOT to include the trade-in device during the device order.

Question: Can the Customer still trade-in a qualifying phone?

• The trade-in must be started during the device order in all channels. Trade-in requests cannot be attached to completed orders.

• Trade-in values and credits cannot be added after the upgrade is complete.

• We can't add the trade-in after the completed order. However, the customer must return the new device and place a new order WITH the trade-in. If the order is outside of buyer's remorse and the customer wants to trade in their device, follow the Promo Asset Recovery Process.

What are the benefits of completing an instant trade-in at a T-Mobile Retail location?

• Devices are collected in the store during the order.

• Any trade-in credit left over will be applied as a one-time bill credit.

• Apply credit toward existing EIP plans to reduce outstanding balance. (Customers can choose which plan to apply the credit.)

• Apply credit towards the total due today (includes accessories, down payments, and tax).

• Receive credit immediately at the store.
  More options of how to apply the credit.

  Customer not responsible for mailing device.

Which of the following information is CORRECT about Trade-in Program?

• The Customer can trade-in a defective device.

• Trade-in devices can be returned to Customers if they return the new device in buyer's remorse.

• Device accessories are required as part of the trade-in process.

• Trade-in devices can be taken to a store for the best experience and faster processing.

What is the eligibility for trading-in a device?

• In good working order without physical or liquid damage.

• Rooted/jailbroken devices.

• Devices that has an active equipment installment plan.

• Fully owned (and paid off)

• Phones, Tablets, Hotspots, and Wearables.