Sub Dealer Training Handbook

Sub Dealer TrainingHandbook

Metro Basics: • Coverage / Calling Area • Metro Promise • Warranty vs. Non-Warranty • Programming • Handset Troubleshooting • WNP • Insurance • Metroanswers Web Site

Metro Basics • Coverage Area • Make sure to show customers our coverage map. (Point out new coverage and expansion) • Service area shown is not a guarantee of service. Coverage is an approximation and can vary depending on terrain, electrical interference, and/or atmospheric conditions. • Metro Promise • The phone must be returned within 30 days of purchase with less than one hour of talk time • The phone must be in "like new condition" and contain all original packaging and accessories

Metro Basics • Warranty vs. Non-Warranty • Repairing your phone within 30 days of purchase** • Bring your phone to an authorized service location for inspection and possible replacement. • If the phone is found to be defective, receive a "like for like" replacement immediately • Repairing your phone after 30 days of purchase** • Bring your phone to an authorized service location for inspection and possible replacement. If the phone is found to be defective and within the manufacturer's warranty period, you may receive a replacement phone. Additional charges may apply. See store personnel for additional information ** Excluding phones that show signs of outside physical damage or are no longer within the manufacturer’s warranty.

Metro Basics • Non-Warranty Issues (Voided Warranty) • The Product has been subjected to abnormal use, abnormal conditions, improper storage, exposure to moisture or dampness, unauthorized modifications, unauthorized connections, unauthorized repair, misuse, neglect, abuse, accident, alteration, improper installation, or other acts which are not the fault of the manufacturer. • The Product has been damaged from external causes such as collision with an object, or from fire, flooding, sand, dirt, windstorm, lightning, earthquake or damage from exposure to weather conditions, an Act of God, or battery leakage, theft, blown fuse, or improper use of any electrical source, damage caused by computer or internet viruses, bugs, worms, Trojan Horses, or damage caused by the connection to other products not recommended for interconnection by the manufacturer. • The Product serial number plate or the enhancement data code has been removed, defaced or altered.

Metro Basics • Programming *** More Programming Guides are available on metroanswers

Metro Basics • Handset Troubleshooting • If a phone doesn’t charge try a different battery or a different charger. • Sometimes phones get “frozen” power cycle the handset by removing the battery. • Be clear and detailed when filling out trouble tickets for service centers.

Metro Basics • Wireless Number Portability Procedures • Dealer completes the 'WNP Dealer Port LOA' form above and customer signs. • Dealer makes a copy of customer’s photo ID. • Dealer makes a copy of customer's bill. Make sure the quality of the copy is good. Note: Only one page with customer's account number, mobile number, name and address is required. Additionally, if the customer is on a prepay plan, no bill copy is required • If dealer has web activation tool, ALL new account activation ports must be completed through the web; check with your metroPCS account representative if you do not know how to complete a port request. • If dealer does not have the web activation tool, for any port/number change on an existing metroPCS account, and for any port on a reactivated phone, the port request will be completed by the SF Region office. Be sure to mark the attached form appropriately. • Dealer faxes all three documents above to (510) 217-6370 • Dealer completes their normal Start of Service Form; one page is given to customer and one kept on file with dealer. This does not need to be faxed. • If the port is to be completed by the SF Region office, the account will generally be set up within 2 hours. Porting rep will call-back dealer if additional info is needed. • If the port is to be completed by the SF Region office, porting rep will contact dealer with MIN, account number and approximate monthly bill amount. Dealer will then program customer’s phone with MIN. Customer can begin making outbound calls but cannot receive incoming calls until the porting is complete and customer’s current carrier releases the number. Please set the customer’s expectation at 24 hours for the porting to be complete for a wireless number and approximately 5 business days for a landline port. If they have not received a call within 24 business hours, please instruct the customer to call the Porting Group at 1-800-518-7519 to research the status. IMPORTANT!! The customer should not request to port his/her number unless the contract with their current carrier has already expired or is expiring the day of the request. If the porting request arrives at their current carrier’s system prior to the end of the contract date, the other carrier will most likely impose the early termination penalty on the customer.

Metro Basics • Insurance • Call 866-862-3397 or go to http://www.phoneclaim.com/ Asurion Services • When Am I Covered? • Coverage begins the first day of your second month of service, as long as your account has been paid. • Conditions • Metroguard allows 2 phones claims in a 12 month period, beginning with the date of the first loss.

Metro Basics • MetroAnswers • www.metroanswers.com • sfsub • Metro123 • Full of Information • Dealer Reference Material • Forms and Marketing Materials

Metro Features: • Greet Me Tones • Travel Talk • UDA (Unlimited Directory Assistance) • Metro WEB

Metro Features • Q: How is a ringtone different from a GreetMe Tone?A: A ringtone is what you hear your phone play when someone calls you. A GreetMeTone is what your callers hear when they call you, instead of the standard "ring ring". • Q: Does it matter what type of phone I have?A: No, GreetMe Tones works with all phone types. • Q: How do I know if I'm eligible to sign up for GreetMe Tones?A: To sign up for GreetMe Tones you must have access to the Internet. In addition, you must be on a $35 calling plan or higher. • Q: How much and where can I get GreetMe Tones?A: The feature is $1.75 per month, once you’ve added the feature to your plan login to www.greetmetones.com . GreetMe tones vary in price from $1.99 for standard tones to $2.49 for premium tones.

Metro Features • Travel Talk • Traveling consists of two types of new features: • MetroPCS Traveling (Traveling in other Metro markets) • TravelTalk (Traveling outside any MetroPCS coverage) • The following handsets are TravelTalk capable: • Kyocera 2235, 1155, S14, Slider • Nokia 2116i, 2125i, 3586i, 6015i, 3205, 6225, 6235i, 6255i • Audiovox 8500, 8900, 8910, 8615 • LG 5400, 3200 • Samsung a570, a610, a670, n330 • Motorola v262, V266 • Any future MetroPCS handsets • The following handsets may only be used for Travel in another MetroPCS market: • Nokia 2270, 3585 • LG 1200 • Kyocera Rave • The Following handsets are not TravelTalk Capable: • Sony Ericsson T61c or T206 • How to update your phone's roaming capability: • While in your home Metro market, dial *228 from your handset. • After choosing the language, hit 2 to Update Your Roaming Capabilities. • Follow voice prompts. • Voice and phone should indicate whether the update is successful.

Metro Features • Unlimited Directory Assistance (UDA) • Ask all you want with metro411 Unlimited Directory Assistance for $2.00 per month. You will hear the number, AND you will receive a text message containing the name and phone number you requested. Receive residential, business and government phone listings for anywhere in the U.S., Canada or Puerto Rico when you dial 411 from your MetroPCS phone.

metroWEB For $5.00 a month metroWEB allows customers the ability to access the WEB directly from their handsets. Below is a summary of some of the things customers can do with MetroWeb: Get up-to-date news, including local news Check sports scores Get movie times and buy movie tickets Get directions Check the local weather Search the web The following handsets support MetroWeb: Audiovox 8615 Audiovox 8910 Kyocera Strobe* Motorola v262 Motorola v266 Motorola RAZR Nokia 3205 Nokia 6225 Nokia 6235i Nokia 6255i Nokia 6265i Samsung a570 Samsung a645 Samsung a850 ***Handsets to be launched later in 2006. Metro Features

Selling 101: • Qualifying The Sale • Overcoming Objections • Closing The Sale • Referrals

Selling 101 • Qualifying The Sale: • Difference between open / close ended questions. • Closed Ended ( yes or no answers) • Open Ended ( Supplies more information) • Planting Seeds: • Use learned information to “customize” our service • Don’t information dump!

Selling 101 • Overcoming Objections: • Have a rebuttal response ready for common questions. • (Example : How come you don’t have free phones?) • Mr. / Mrs. Customer, I understand your initial investment for the price of the phone may seem high but you do receive your first month free, and no activation fee and with our service you’ll end up saving more in the long run. • Show Don’t Tell: • F.A.B process (Feature / Action / Benefit) • Feature – UDA (Unlimited Dir Assist for $2.00 per month) • Action – If you’re on the road you can get phone numbers • Benefit – Cheaper then landline costs, Text messaged info

Selling 101 • Closing The Sale: • Most sales people go through the entire sales process but don’t ask for the sale at the end. • Closing Techniques: • Look for the “Yes” • Wouldn’t you like to save money every month? YES • Not having to worry about minutes sound good, right? YES • Would you like to get started today and start saving? YES

Selling 101 • Referrals: • Don’t be afraid to ask customers to refer friends to you. • Ask when qualifying… “Could anyone else in your family benefit from having wireless service?” • Offer incentives for customers to give you business. (Build a rapport)

Growing The Business: • Independent Advertising • Flyers • Contests

Growing The Business • Independent Advertising: • The MetroPCS Authorized Dealer Logos can appear in two colors or in black and white. When placing the Logo on your marketing or promotional materials, use the variation most appropriate to your audience and marketing budget. You must retain the colors of the Logo. Do not alter or change the colors of the logo. • The font size ratio of “MetroPCS” to “Authorized Dealer” should be no less than 4:1.

Growing The Business • Fliers: • Available on www.metroanswers.com • Contests: • Create contests for your employees to stay motivated. • If you need ideas ask your account rep.

WebA • Requirements • Certificate Requested • Training Completed

WebA • Requirements: • Minimum number of acts per month • Computer / Printer / High Speed Internet • Certificate Request: • When you have all the requirements your location will be considered for installation of web activations

Merchandising: • Brochures • Posters • Coverage Maps • SOS Forms • Dummy Phones

Merchandising • Brochures: • Only display up to date brochures. Once you’re provided with new materials dispose of all old collateral. • Posters: • Promotional posters should be removed and disposed of at the end of each promotion. If you need replacement posters make sure to contact your rep.

Merchandising • Coverage Map • Know how to explain the coverage map to customers. Difference between Full Coverage and Mobile Coverage Areas. • SOS Forms • Should be filled out with each web act. The customer should receive the yellow copy with all the terms and conditions attached. • Dummies • Keep dummy phones clean and in good condition. This is a reflection of our company and the products we choose to sell.

Sub Dealer Training Handbook