Technical information

Created May 2008
Confidential and proprietary information of T-Mobile USA
NOT FOR CUSTOMER DISTRIBUTION (Sales Only)
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T Mobile @Home Sales Process Checklist
Connect with your customer
Make a personal customer connection. •
Perform a Personal Coverage Check (PCC). •
Ask qualifying questions
Are you interested in unlimited nationwide calling? •
Are you a T-Mobile customer? If yes, what rate plan do you have currently? •
Do you have a broadband Internet connection at home? If yes, who is your provider?* •
How do you makes calls from home? •
What do you pay monthly for home phone? •
How would you like to save money on your home phone service? •
* Note: Reference T-MobileNews or StreamLine for an updated list of eligible Internet service
providers (ISPs).
Recommend a solution that
includes:
- what is it
- why you are recommending it
- how it will benet your customer.
Based on what you told me I recommend our T-Mobile @Home service. For only $10 per •
month, you can add a new T-Mobile phone line that includes unlimited nationwide calling,
true Caller ID, call waiting, call forwarding, and voicemail.
It’s easy.
You just switch your home phone number to T-Mobile, plug in your current home phone into our
special wireless router, and start talking.
*Note: Refer to the appendix for information on overcoming customer objections.
Encourage your customers by
restating the benets of your
recommendation and asking for a
buying decision.
Restate benets:
For one low price, you can get unlimited nationwide calling from your home phone and lots •
of included features. This will work perfectly for you!
Ask for a buying decision:
How does that sound?•
Would you like to get started today?v•
What do you think about this amazing offer?•
Are you ready to get set up?•
Are you ready to start saving money?•
Service your customers by
providing a world class customer
experience.
Activate the customer’s T-Mobile @Home service. Make sure they have the correct add-on •
feature or plan for the service.
Capture the customer’s 9-1-1 address. •
Consult the T-Mobile @Home on-boarding checklist on the next page. •
Be sure to put SIM card into line 1 and plug phone into line 1 phone port. •