pcs vision expert training manual. vision expert program 1.the assignment is a temporary part-time...

PCSVISIONEXPERTTRAININGMANUAL

PCSVISIONEXPERTTRAININGMANUAL

Vision Expert Program1.The assignment is a temporary part-time assignment working approximately 12–20 hours per week.

2.You will be working as part of the Sprint Vision Expert Program under your Temp Agency Services.

3. You will be required to work an agreed schedule/ assignment/ location on a weekly basis.

4.A uniformed shirt is provided and required to be worn with khaki, black or navy pants, along with closed, comfortable work shoes. Cargo pants, jeans, sandals and Timberland boots are not allowed. WOMEN: A maximum of 2 earrings per earlobe. MEN: One earring may be worn in each earlobe (stud or single loop no larger than a dime). Jewelry on any visible pierced body part other than earlobes (i.e. tongue, eyebrow, and lips) is prohibited. Large dangling jewelry is not allowed on the sales floor.

5.There will be a two-day payed training class where you will learn the following: Wireless Technology, Consumer Plans, Promos, Phones and Features, and G.U.E.S.T. Selling Skills that will effectively help you sell our product.

6.The candidates will then be provided up to 2 days of mentorship, working alongside veteran sales representatives who will take the training class material and show you how to apply it in the field.

7.The assignment is different as follows: you are hired by your Agency and are assigned to Sprint PCS and work in a third-party retailer. You will be required to maintain communication with all 3 parties. This includes sickness, lateness, vacation days or emergencies.

8.The assigned locations can change based on directives provided by the Sprint PCS Corporate Requirements.

9.It is expected that Swatters will work during the prime holidays as long as their store is open. This can include Memorial Day, Labor Day, Christmas Eve and New Year’s Eve.

10.All training material, uniform shirts and hardware must be returned to your agency upon completion of the assignment. It’s all considered proprietary to Sprint PCS.

11.Vision Experts are expected to conduct themselves in a manner that promotes a positive Work environment. Employees who conduct themselves contrary to Company policies and standards may be subject to disciplinary action up to and including termination of the Sprint PCS assignment. Examples of Infractions are cursing, aggressiveness, and tardiness to name a few.

I have read the above job description for the Vision Expert Program and agree to comply as stated above.

Name:________________________________ Date:______/______/______

Information__ / __ / __

Name:_______________________________ Tel. #: (_____)__________________

Pager #: (_____)____________________ PCS #: (_____)____________________

Address:_______________________ City:__________ State:____ Zip:_______

E-mail Address: _______________________________________________________

Present Location: NYC BX BKLYN SI QNS NASS SUFF NJ

Area Desired: NYC BX BKLYN SI QNS NASS SUFF NJ

FILL OUT YOUR AVAILABILITY SCHEDULE:SUN.: __________ — __________

MON.: __________ — __________

TUE.: __________ — __________

WED.: __________ — __________

THU.: __________ — __________

FRI.: __________ — __________

SAT.: __________ — __________

Do you want more than 20 hours? YES / NO

Do you have a car? YES / NO

Are you looking to advance with PCS? YES / NO

Do you speak a second language? YES / NO

MENTOR: _____________________________

STORE: _______________________________

ADDRESS: ____________________________

TEL. #: ________________________________

SCHEDULE: ___________________________

PERM STORE: ________________________

ADDRESS: ____________________________

TEL. #: _______________________________

SCHEDULE: __________________________

START DATE: ________________________

Vision Expe rt Program in theSprint PCS Na tional Indirect StoresThe Spec ialist P rogram is d esigned to leverage sa les in stor es an d providecustom er serv ice . The Specialis t Program will fund the sa laries a ndincentives for the Spec iali sts , and will not c ome from sto re com iss ions , co stcenters or mon eys. The P rogram ne eds M anagers a nd Assis tant Managers toverify the reports th at are faxed to the Sales an d Market ing Ma nager (SMM) .

1 or 2 Specialists will be assigned to the stores selected. The Specialist is a part-timeemployee (12 – 21 hours) that will be reported to the SMM weekly. They are trained andhave knowledge of Sprint PCS Vision phones, plans, features, digital vs. analog roaming,wireless web, promotions and accessories.

The Specialist is expected to:

1. Greet customers as they enter.

2. Qualify the customers for the best Sprint PCS Phone and Service.

3. Assist with presale credit checks and/or activations of Sprint PCS phones.

4. Lead customers to the right direction within the store.

5. Never enter the inventory area or ring up a sale.

The Specialist is expecting the Managers and Assistant Managers to:

1. Sign their initials on their Specialist’s Call Report each day.

2. Allow access to a fax machine to fax in their reports.

3. Allow the Specialist to copy all ESNs during their working shift only. This will notaffect anyone’s sales. It allows the SMM to pay commission to the Specialist andevaluate traffic volume.

4. Access the Store Demo Phone, which will help increase sales.

Managers, please let the SMM know the peak times in your stores. This will ensure theSpecialists are productive. The Store Managers should contact the SMM with any input,comments, compaints or compliments regarding the Specialists. If the SMM isunavailable, fell free to contact their Field Supervisor.

New York and New Jersey Metro Area:

Tina King................................Manager (SMM), NY/NJ Area ......................PCS..........917.312.4304

Dave Stambaugh...................Supervisor, NJ/SI/NYC ................................PCS..........908.884.1549

Cheri Davidson......................Supervisor, Nass/Suff/Qu/Bklyn................PCS..........718.930.7326

Specialist Information:

Name:________________________________ ________________________________ ________

Weekly Schedule: ________________________________ ______________________________

The specialist is entitled to a half-hour lunch break within their 6-hour schedule. Thereare no other breaks allowed unless there is an unusual circumstance. Arrival or lunchbreak lateness should be reported to the manager/supervisor listed above. Thank you inadvance for your attention in this matter.

Sprint PCS S WAT Phone ListNY /NJ Management Te amNEW Y ORK C ITY , STATE N ISLAND , BROOKLY N,THE BRONX, QUEENS, WESTC HESTER, ROCK LAND ,LONG ISLAND & NEW J ERSEY .

• SALES & MARKETING MANAGER:

– Tina King ................................................................................. 917-312-4304

• TEAM LEADS

– Debra Flores (Bronx, Westchester)

(Thursday - Sunday) ................................................................ 646-232-7855

– Joseph Reaves (NYC 42nd and above, Bx, West., Rockland)

(Tues., Wed., Thurs.,Fri., Sun.) ............................................... 646-326-4228

• SALES & MARKETING SUPERVISOR:

– Cheri Davidson

(Brooklyn, Queens, Long.Island ) .......................................... 718- 930-7326

• TEAM LEADS

– Manny Melendez (Bronx, Westchester)

(Tues., Thurs., Fri., Sat.).......................................................... 516-610-5613

– Vikas Sharma

(Brooklyn & Queens) ............................................................... 646-288-2661

• SALES & MARKETING SUPERVISOR:

– Dave Stambaugh

(NYC 41st and below – S.I./N.J.) ............................................ 908-884-1549

• TEAM LEADS

– Jeremy Fields

(Thursday – Sunday) ............................................................... 908-398-9528

– Michael Johnson...................................................................... 908-884-4432

SECTION 1Introduction

SECTION 1Introduction

Who Is PCS Vision?

• PCS: Personal Communication Services ( Pretty Cool Stuff).

• Sprint PCS is the only 100% all-digital nationwide wireless network, offering voice, paging, wireless web, fax and data services.

• It has licensed PCS coverage of nearly 270 million people in all 50 states, Puerto Rico, and the U.S. Virgin Islands.

1.1

Mantra

• We’ve tailored our Mantra to emphasize PCS Vision!

Only Sprint gives you amazing clarity you can see and hear on the largest all-digital, all PCS nationwidenetwork with advanced multimedia services reaching more than 248 million people for clarity you can see and hear. And, it’s easy and affordable enough to use whenever you want.

1.2

SECTION 2Clarity

SECTION 2Clarity

Clarity

• 100% Digital Technology:– CDMA: Code Division Multiple Access.

• Enhanced Privacy and Security.

• Operates at 1900 MHz; higher bandwidth for improved voice quality while minimizing interference.

• Uses “Soft” handoffs, resulting in fewer dropped calls and less static during handoff.

2.1

2.2

Wireless Technology:Analog vs. Digital• Analog Technology:

– Hissing, background noise, not always clear.

• Digital Technology:– Clear, crisp sound.

Competing Technologies

• FDMA: Frequency Division Multiple Access.– Amps:

Basic analog service used by most cellular carriers, including ATT Wireless Services, Verizon Wireless and Cingular. 1 call transmitted per channel.

• TDMA: Time Division Multiple Access.– IS 136:

Standard used by ATT Wireless Services. 3 calls transmitted per channel.

2.3

• GSM: Global Systems Mobile.– Standard used by T-Mobile Wireless and Cingular.

8 calls transmitted per channel.

• CDMA: Code Division Multiple Access.– At 800MHz:

Standard used by Verizon Wireless.– At 1900MHz:

Standard used by SPRINT PCS. 10 – 20 calls transmitted per channel.

2.4

Competing Technologies

• The process by which a mobile phone maintains communication with the Network System when traveling from one cell to another.

2.5

Hand-Off

Types of Hand-Offs

• FDMA & TDMA Technologies:– Only use Hard Hand-Offs. This process uses a

“tossing” technique.

• CDMA Technology:– Only uses Soft Hand-Offs. This process uses a

“handing” technique.– The call is always held by at least 2 cell towers

at a time.

2.6

1st GenerationAnalog Wireless

2nd GenerationDigital Wireless

3rd GenerationHigh Speed

Digital Wireless

3G – The Next Step in Wireless Services• 3G is really a reference to High Speed Wireless Data

(5x faster than 2G).

2.7

What Does 3G Have to Offer?

• Greater data speeds.

• Increased capacity for both Voice (2x Capacity)and Data (5x Capacity).

• High-speed data services via a pocket data network,versus today’s circuit switched networks.

• Improved battery performance and stand-by time.

• Opportunity to introduce new and more robust wireless applications.

2.8

SECTION 3 Coverage & Value

SECTION 3 Coverage & Value

Mantra

• We’ve tailored our Mantra to emphasize PCS Vision!

Only Sprint gives you amazing clarity you can see and hear on the largest all-digital, all PCS nationwidenetwork with advanced multimedia services reaching more than 248 million people for clarity you can see and hear. And, it’s easy and affordable enough to use whenever you want.

3.1

PCS Vision offers 3 sets of customized calling plans:

• PCS Free & Clear (Long Distance Voice Only Plans)– With real nationwide long distance

• PCS Free & Clear with Vision– With 2 phones sharing minutes

• PCS Vision for Laptops & PDAs

Cost

3.2

Holiday PCS Promotions

• PCS Holiday Plans begin Friday, October 18th, 2002 - more than two weeks earlier than the original proposed start date of November 3rd. Plans are good through January 31, 2003.

• Free & Clear Plans now have more anytime minutes than ever!

• Most Free & Clear plans now have unlimited N&W minutes!

• Vision Plans now have unlimited data!

3.3

Holiday PCS Promotions

• PCS-to-PCS Option now contains unlimited minutes!

• “C” Credit Class customers are now eligible for instant rebates (in Sprint stores only) and sharing minutes with a second line!

• All of these new plans only require a one-year Advantage Agreement!

3.4

New Free & Clear Voice Plans – Lower MRC

• Vision/Wireless Web Usage– Customers who choose a Vision-capable PCS

phone and a service plan that does not include PCS Vision can access PCS Vision for $.02/kilobyte.

– 2G Wireless Web may be purchased with the Free & Clear plans for a MRC of $5.00 (first 3 months free).

3.5

Monthly Charge $30 $40 $45 $60

Anytime Minutes

Nights/Weekends

PCS-to-PCS Min.

Second User

Advantage Agmt.

300

Unlimited!

+$5/Mo. – Unlimited

Not Available

1-Year

400

Unlimited!


+$20 per add’l user

1-Year

500

Unlimited!



1-Year

600

Unlimited!



1-Year

New Free & Clear Voice Plans – Higher MRC

• Vision/Wireless Web Usage– Customers who choose a Vision-capable PCS

phone and a service plan that does not include PCS Vision can access PCS Vision for $.02/kilobyte.

– 2G Wireless Web may be purchased with the Free & Clear plans for a MRC of $5.00 (first 3 months free).

3.6

Monthly Charge $85 $100

Anytime Minutes

Nights/Weekends

PCS-to-PCS Min.

Second User

Advantage Agmt.

2000


Unlimited!

Free!

1-Year

2500


Unlimited!

Free!

1-Year

New Free & Clear Vision Plans – Lower MRC

• PCS Vision is FREE for 3 Months!

• General Vision Plan Reminders:– Customers will not be able to use Free & Clear

with Vision Plans for DATA ONLY products.– An additional fee is charged for premium services

(e.g. ringers, games, screen savers).

3.7

Monthly Charge $40 $50 $55 $70

Anytime Minutes

Nights/Weekends

PCS-to-PCS Min.

PCS Vision

300

Unlimited!


Unlimited!

400

Unlimited!


Unlimited!

500

Unlimited!


Unlimited!

800

Unlimited!


Unlimited!

Second User Not Available +$20/Mo. each user +$20/Mo. each user +$20/Mo. each user

Advantage Agmt. 1-Year 1-Year 1-Year 1-Year

New Free & Clear Vision Plans – Higher MRC• PCS Vision is FREE for 3 Months!

• General Vision Plan Reminders:– Customers will not be able to use Free & Clear

with Vision Plans for DATA ONLY products.– An additional fee is charged for premium services

(e.g. ringers, games, screen savers).

3.8

Monthly Charge $85 $100

Anytime Minutes

Nights/Weekends

PCS-to-PCS Min.

PCS Vision

2000


Unlimited!

Unlimited!

2500


Unlimited!

Unlimited!

Second User Free! Free!

Advantage Agmt. 1-Year 1-Year

Additional Plan Options

• On Lower MRC Voice & Vision Plans (Below $85):– Unlimited PCS-to-PCS Minutes:

$5/month or Free with a 2-year AA– Additional lines to share:

Available on all plans except for the $30 Voice plan/$40 Vision plan $20/additional line/month

– PCS Voice Command - $5/month (three months free!)

– PCS Business Connection - $5/month (three months free!)

– 50 Off-Network Roaming Minutes - $10/month

3.9

Additional Plan Options

• On Higher MRC Voice & Vision Plans ($85 and above)– Unlimited PCS-to-PCS Minutes - Free!– Additional lines to share - Second user is Free!

$20/mo for each add’l user (third, fourth and fifth)– PCS Voice Command - $5/month

(three months free!)– PCS Business Connection - $5/month

(three months free!)– 50 Off-Network Roaming Minutes - $10/month

3.10

Family Plans

• Available on Voice plans $40 and above; Vision plans $50 and above.

• Available to A and B credit class customers. “C” credit class customers are now eligible to share their minutes with one additional line.

• The additional $20 MRC includes the ability to share primary sub voice minutes, including options such as Voice Command.

• Each additional subscriber will receive unlimited data provisioned to their account.

3.11

Family Plans

• How additional plan options work with additional lines:– Primary Vision, Secondary Non-Vision:

Primary receives Unlimited Vision Secondary receives Wireless Web (usage is taken from bucket of minutes) Voice Minutes are shared

– Primary Non-vision, Secondary Non-Vision: Primary’s $5 MRC for Wireless Web access (usage is taken from bucket of minutes) Secondary also receives Wireless Web access (usage is taken from bucket of minutes) Voice Minutes are shared

3.12

Family Plans

• Voice Family Plans

3.13

Monthly Charge

AnytimeMinutes

Nights andWeekends

PCS-to-PCS Minutes

AdvantageAgreement

Numberof Users

$65

400($40/month)

Unlimited!

Unlimited!($5/month)

1-Year

2($20/month)

$70

500($45/month)

Unlimited!


1-Year

2($20/month)

$85

800($60/month)

Unlimited!


1-Year

2($20/month)

$95

2000($85/month)


Unlimited!

1-Year

2

$110

2500($100/month)


Unlimited!

1-Year

2

Family Plans

• Vision Family Plans

3.14

Monthly Charge

AnytimeMinutes

Nights andWeekends

PCSVision

PCS-to-PCS Minutes

Numberof Users

AdvantageAgreement

$75

400($50/month)

Unlimited!

Unlimited!


2($20/month)

1-Year

$80

500($55/month)

Unlimited!

Unlimited!


2($20/month)

1-Year

$95

2000($85/month)


Unlimited!

Unlimited!

2

1-Year

$110

2500($100/month)


Unlimited!

2

Unlimited!

1-Year

PCS Vision for Laptops & PDAs

• Details:– Additional kilobytes 2¢ each.– Calls made on PCS Connection Cards with

voice capabilities will incur a charge of 20¢ per calling minute.

3.15

Per Month $40 $60 $80 $100

PCS Vision 20 MB 40 MB 70 MB UNLIMITED!

RoamingPCS Vision has designed our phones to always prefer SPCS 100% digital network, but to seek roaming when our service is not available.

• The “R” or “Analog Roam” will indicate when the customer is roaming on another carrier’s network.

• If an “R” and “D” appear on the phone display, the customer is roaming on a CDMA network.

• Customer has the ability to program their phone to one of these options:– Automatic (seeks strongest signal).– Sprint PCS (digital only).– Analog/roam (no SPCS signal).

3.16

There is NO indicator to identify if roaming is automatic or manual, but customers will receive an automated announcement with directions about what to do if they would like to place a manual call.

3.17

Roaming

• Automatic: SPCS has secured a roaming agreement with the analog carrier, and the customer will be able to make an outgoing call at the roaming rate of:– 39¢ per minute in local home area + long distance.– 69¢ per minute nationwide + long distance.

• Manual: There is no roaming agreement; however, in most cases a customer can make an outgoing call by entering a credit card number or calling collect.

• Automatic roaming requires a dual band phone.

• Customer experience (clarity, features, rates) is not the same when roaming as on the SPCS network):– Sprint PCS rates do NOT apply when roaming.– Billing for roaming charges can be delayed

30 – 60 days.– Calls will drop when customers leave the

SPCS network. – Roaming calls will NOT drop when customers

re-enter the SPCS service area.

3.18

Roaming

How to Activate aSprint PCS Phone• Your customers will need the following before calling to

activate there phone:– SPCS phone, box and battery (fully charged).– Driver’s license number (or State ID).– Social Security Number.

• Contact Customer Service:1. Your customer will call toll free 1-888-715-4588

from a land-line phone to activate their new SPCS phone. The Customer Care Advocate will ask for information to create the new account. This takes 30 minutes. At this time, everyone will undergo a credit evaluation.

3.19

3.20

How to Activate aSprint PCS Phone• Contact Customer Service:

2. The Customer Care Advocate will then ask which rate plan your customer wants, if your customer wants to enroll in the equipment insurance program, and what the ESN number of the phone is.

3. The Customer Care Advocate will then walk your customer throught the activation process and the phone will be ready to use in an hour.

• Phone Activation Fee:– Activation fee will be $34.99 plus tax for

all new phone activations and will appear on the 1st month’s invoice.

– Activation fee will be waived for third-party employees, warranty or insurance exchange, phone upgrade or CSA change.

3.21

How to Activate aSprint PCS Phone

My Customer’s First Bill

• The following will be illustrated on the first bill:– Pro-rated monthly recurring charge (remaining days

on billing cycle based on the activation date).– First monthly recurring charged (billed in advance).– Activation fee.

– Applicable taxes.– Long distance charges (if applicable).– Roaming charges (if applicable; can be delayed

up to 60 days).– Additional airtime minutes above bundled minutes

(if applicable).

3.22

Important Reminders

• Charges that the customer is responsible for when they return their phone within the 14 day return policy:

– Pro-rated MRC.

– $34.99 activation.

– If the customer signs an advantage agreement, the customer will not be charged the early termination ($150) if they deactivate service within 14 days after they activate their phone.

3.23

• Charges that the customer is responsible for when they return their phone after 14 days:

– Full MRC for that month.

– $34.99 activation fee.

– $150 early termination fee if the customer signed up for an Advantage Agreement.

3.24

Important Reminders

SECTION 4PCS Phones

SECTION 4PCS Phones

4.1

3G Device Line-Up• Single Band Phone

• Standard Li-Ion Battery

• AC Charger

• Clamshell Design• External Caller ID• Headset Jack• 4-way Navigation Key• 13 Ringers• Calculator• Vibrating Ringer

• 3.35” x 1.75” x .83”(2.8 oz)

• Talk Time: 2.5 Hrs

• Standby Time: 6 days

• 3G Voice

• No Data Browser

$99.99

• Dual Band/Tri-Mode Phone


• AC Charger

• Spanish/English• Navigation Key• 5-Line Display• Vibrating Ringer• 25 Ringers• Calculator• Alarm/Stopwatch

• 4.72” x 1.89” x .95”(4.34 oz)



• 3G Voice

• No Data Browser

$99.99

• Single Band Phone

• Li-Ion Battery

• AC Charger

• Snap-on Color Accent• Small, Compact• PIM Scheduler• Voice Dialing• Blue Backlight• 5 MIDI Ringers• T9 Technology

• 4.10” x 1.50” x .70”(2.5 oz)



• 3G Voice

• No Data Browser

$99.99

• Dual Band Phone

• Slim Li-Ion Battery

• Travel AC Charger

• Spanish/English• Voice Activated Dialing• T9 Text Input• 30 Ringers• Calendar• Green or Orange Display

• 5.07” x 1.54” x .39”(2.29 oz)


• Standby Time: 160 Hrs

• 3G Voice

• 2G Data

$199.99

LG 1010

Kyocera1135

SamsungN240

Sanyo6200

DEVICE PACKAGED WITH BENEFITS STATISTICS DATA SUGGESTED RETAIL

4.2

3G Device Line-Up• Dual Band Phone


• AC Charger

• Speaker Phone• Voice Activated Dialing• T9 Text Input• 30 New Ringers• Headset Jack• Voice Ringer

• 5.31” x 1.73” x .1.1”(5.5 oz)



• 3G Voice(Upgradeable?)

• 2G Data $129.99

• Dual Band Phone


• AC Charger

• Active Flip• Changeable Side Caps• MIDI Sound Ringers• One-Way Speaker• Two Language Options• Personal Organizer

• 4.4” x 1.73” x .74”(3.7 oz)



• 3G Voice

• 2G Data

$149.99



• AC Desktop Charger

• Clamshell Design• External Caller ID• Headset Jack• 4-way Navigation Key• 16 Cord MIDI Ringers• GPS Enabled• Blue Backlight

• 3.35” x 2.0” x .8”(3.2 oz)



• 3G Voice

• 2G Data

$129.99

• Dual Band Phone


• AC Charger

• Blue Backlight• Voice Activated Dialing• Vibrating Alert• Voice Memo• Contact Lists• 15 Ringers

• 4.72” x 1.89” x .95”(4.34 oz)



• 3G Voice

• 2G Data

$99.99

Sanyo4700

LG4NE1

SamsungA460

Kyocera2250


4.3

3G Device Line-Up• Dual Band/Tri-Mode Phone


• AC Charger

• Multiple Languages• Navication Key• Speakerphone• Vibrating Ringer• T9 Text Input• Headset Jack• Adjustable Web Font

• 5.1” x 1.8” x .8”(3.8 oz)



• 3G Voice

• 2G Data

$129.99



• Travel Charger

• Full 3G Data Capable• Color Display• Java Support• GPS Positioning• Polyphonic Ringers• PIM Organizer• External Caller ID

• 3.46” x 1.97” x .8”(3.6 oz)



• 3G Voice

• 3G Data

$299.99

• Dual Band Phone


• Travel Charger

• Full 3G Data Capable• Photo Caller ID• Ultra Thin• Icon Driven Menu• Polyphonic Ringers• Animated Display• Reinforced Case

• 5.07” x 1.54” x .39”(2.29 oz)



• 3G Voice

• 3G Data

$279.99



• Travel Charger

• Full 3G Data Capable• Color Display• Speakerphone• GPS Enabled• Polyphonic Ringers• Active Flip• Icon Driven Menu

• 4.25” x 2.04” x .82”(4.0 oz)


• Standby Time: 7.5 days

• 3G Voice

• 3G Data

$199.99

CDM9155 SP

SamsungA500

Sanyo6400

SamsungN400


4.4

3G Device Line-Up• Dual Band Phone

• Li-Ion Battery

• Travel Charger

• Full 3G Data Capable• Color Display• Speakerphone• GPS Enabled• Polyphonic Ringers• PIM Software• Icon Driven Menu

• 4.88” x 1.89” x .98”(4.6 oz)



• 3G Voice

• 3G Data

$149.99

• Single Band Phone

• Li-Ion Battery

• Travel Charger

• Full 3G Data Capable• Hi-Res Color Display• JPEG Accelerator• POP Mailer• Optical Sensor• Speakerphone• Icon Driven Menu

• …..” x …..” x …...”(….. oz)



• 3G Voice

• 3G Data

$299.99



• AC Charger

• 40 Cord Ringer• Dual Display Caller ID• Color Display• JAVA Support• GPS Positioning• Icon Driven Menus

• 3.38” x 1.85” x .94”(5.74 oz)



• 3G Voice

• 3G Data

$199.99

• Dual Band/Tri Mode • Microsoft Pocket PC 2000

• Color Display• SD Expansion Slot• 32MB Operating Memory• 32MB Flash Storage• 206MHz Processor

• 5.02” x 3.05” x .77”(7.0 oz)



• 3G Voice

• 3G Data

$699.99

Sanyo4900

HitachiP300

LG5350

Toshiba2032


4.5

3G Device Line-Up• Dual Band Handset • Palm OS 3.5.2

• Color Display• QWERTY Keyboard• Inferred Port• Color Screen• Polyphonic Ringer

• 4.20” x 2.80” x .82”(….. oz)



• 3G Voice

• 3G Data

$499.99

• Aircard 550 • Data & Voice Capable(Voice via Earbud and Virtual Keypad)

• 32 MB Memory

• 3G Voice

• 3G Data

$349.99

• Wireless Connection Card C201

• 3G1x Data Capable• 32 MB Memory

• 3G Data

$249.99

Treo300

SierraAircard550

NovatelConnectionCardC201


SECTION 5Responsibilities

SECTION 5Responsibilities

5.1

In-Store Procedures

• Step 1: Call Update Line!– Every Tuesday,Thursday and Saturday,

call 1-888-770-2516 even if you did not work these days!

• Step 2: Greet Store Manager & Staff!– Introduce yourself.– Make sure the manager is aware you are there,

and what you are there to do.

• Step 3: Check Inventory!– Ask Manager for Inventory Count; know what

is available to sell. Advise Manager of popular models that you are selling so he can order more.

5.2

• Step 4: Positioning/Start Up– Set up in best location: Most Visible, High

Traffic Area. Ensure Product is well displayed and enough literature and promotional material is available.

• Step 5: Sell, Sell, Sell!!!– Use Selling, Communications Skills, and Mantra

(G.U.E.S.T.). Set weekly Goals and Objectives. BE CREATIVE!!!

• Step 6: Administration– Call Report: Fill out properly and e-mail or fax

weekly on your last day in store. Make sure to read the weekly newsletter.

In-Store Procedures

5.3

• Step 7: Communication– If you cannot honor your schedule, you are

required to contact your agency, team lead/supervisor and the store manager. You must indicate if you are sick or are going to be late.

• Step 8: Wrap-Up– Clean up your display area.– Return all hardware and accessories

(store demo phone) to manager.– Re-supply display with literature. If literature

is outdated, please remove with managers permission. Share your daily sales results with manager.

In-Store Procedures

5.4

Bring Food or Beverages on the Sales Floor.

Bring Any Personal Belongings on the Sales Floor.

Take Personal Phone Calls on the Sales Floor.

Please Do Not:

5.5

Mentoring

• Reporting [Call Report, ESNs (HEX)]

• Update Line

• In-Store Procedures

• Mantra

• Needs Based Selling

• Phones and Features

• Credit Checks and Activations

• Role-Plays

SECTION 6Close(G.U.E.S.T)

SECTION 6Close(G.U.E.S.T)

• Acknowledge the confusion.

• The Sprint Difference:– The most innovative phones!– Immense Nationwide Network!– PCS: Wireless that you can see and hear!

• You are the expert and you have the store to back you up.

• You’ve come in at a great time, because we have the best rate plans that we’ve ever had – EVER!

6.2

6.3

• “Do you currently have wireless service?”

• “What’s most important to you when choosing your wireless service?”

• “How, when and where are you planning to use your phone? Business? Pleasure? Messaging? Locally? Nationally?”

• “Besides yourself, is there anyone else you know who may be able to take advantage of wireless service?”

6.4

• Rate Plans

• Coverage

• PCS Vision

• Devices

6.5

• Strong recommendation referring back to the appropriate Rate Plan, exciting PCS Vision applications, they will use, and our fabulous coverage.

• Accessories, additional Wireless Services, LD.

6.6

• Affirm buying decision

• Referrals

• Business card

• Thanks for choosing Sprint

• Self-service options

Greeting• “Hello, welcome to…”

• “What brings you in today?”

• “ At Sprint, we offer a truly different kind of service. We have the largest, most advanced wireless network in the country, and we built it from the ground up.”

• “We have just launched our PCS Vision Service. It used to be that wireless was something that you could just hear. With PCS Vision, wireless is now something you can see AND hear.”

• “It’s very exciting. My job is to make your choice easier, so let me just ask you a few questions so I can set you up with the equipment…”

6.7

Understand and Qualify

6.8

Having identified the type of information we’ll need to demonstrate value, what questions will we ask to uncover that information? Write your answers in the space below:

• Service:– PCS Service Plans– Voice & Data– Voice Only– Data Only

• Sample Questions:________________________________________________________________________________________________________________________________________________________________________________________________________________________


6.9


• Coverage:– Local– Nationwide– Everything– Everywhere



6.10


• PCS Vision:– Web– Messaging– Pictures– Games– Ringers– Screen Savers



6.11


• Devices:– Single-band phones– Dual-band phones– PDAs– Data cards– Wireless Web-enhanced

PCS Phones vs.Vision-enabled PCS Phones



6.12


• Accessories & Add-ons:– Long Distance– Vehicle Power Adaptor– Headset– Leather Case– Roadside Rescue– Desktop Charger– Travel Charger– Extra Battery– Device Replacement

Program



6.13


• Service:– PCS Service Plans– Voice & Data– Voice Only– Data Only

• Sample Questions:– Do you currently have wireless service?

– What have you found to be most important when choosing your wireless service?

– How, when and where are you planning to use your phone?

– Is there anyone else you know who may be able to take advantage of wireless service?

– Besides crystal clear calls, what else would you like to do with the phone?

– What does a typical day look like for you?

Understand and QualifyHaving identified the type of information we’ll need to demonstrate value, what questions will we ask to uncover that information? Write your answers in the space below:

• Coverage:– Local– Nationwide– Everything– Everywhere

• Sample Questions:– Where do you plan on using your phone?

– Do you travel? Where to?

– What do you do for business?

– How you see yourself using the phone most days?

6.14


6.15


• PCS Vision:– Web– Messaging– Pictures– Games– Ringers– Screen Savers

• Sample Questions:– Do you have a computer or laptop?

– Do you currently have Internet access?

– Do you use e-mail? How frequently do you access your e-mail?

– What do you do when you can’t make a call?

– How do you share photos with friends and family?

– Where do you usually take photos?

– How do you spend your downtime?

– Do you enjoy games on-line?

– If you could, how would you personalize

your phone?

– What types of music do you like to listen to?


6.16


• Devices:– Single-band phones– Dual-band phones– PDAs– Data cards– Wireless Web-enhanced

PCS Phones vs.Vision-enabled PCS Phones

• Sample Questions:– What features are important to you?

– Where do you think you will use the phone the most?

– What type of work do you do?

– What type of organizer do you use now?

– How do you keep in touch when you’re away from ome or the office?

– If you could change anything about your

current service, what woud it be?

– How do you keep track of appointments

when you’re on the go?


6.17


• Accessories & Add-ons:– Long Distance– Vehicle Power Adaptor– Headset– Leather Case– Roadside Rescue– Desktop Charger– Travel Charger– Extra Battery– Device Replacement

Program

• Sample Questions:– How important is it that your phone is

kept like new as long as possible?

– How many calls do you make from your car?

– How often do you travel?

– About how many minutes do you spendon your phone everyday?

– Is it important to you not to have to concern yourself with recharging your battery?

– How familiar are you with our other PCS products and services?

6.18

• So far, we have talked about:– Greeting customers.– Understanding customers wants and needs by

qualifying them about our products and services.– Planting seeds and using trial closes to guage

customer interest and put the customer in an agreeable frame of mind.

– Educating customers about clarity, coverage and connectivity when demonstrating the phone.

• We satisfy customers by making recommendations based on the information they have provided us.

Satisfy, Sell,Recommend, Close

6.19

• Why do we recommend?

___________________________________________________________

___________________________________________________________

___________________________________________________________

• Why don’t we just let customers tell us what they want?

___________________________________________________________

___________________________________________________________

___________________________________________________________

Satisfy, Sell,Recommend, Close

pcs vision expert training manual. vision expert program 1.the assignment is a temporary part-time...

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