EARN Plus

1. EARN Plus T-Mobile Retail Partners T-Mobile Confidential Information

2. Agenda (Trainer insert specifics) • Schedule • Housekeeping • Ground Rules • Parking Lot T-Mobile Confidential Information

3. At the End of This Training You Will Be Able To: • State a “Why T-Mobile?” elevator pitch • Engage the customer by creating a comfortable shopping experience • Ask the right questions • Make a recommendation based on what the customer needs • Close the sale using an appropriate closing technique • Identify and respond to customer hesitation • Describe the steps to build loyal relationships T-Mobile Confidential Information

4. Module 1: Introduction T-Mobile Confidential Information

5. Module 1 Overview To EARN customers’ business we have to: • Understand and explain why the customer should choose T-Mobile • Provide the customer with a meaningful reason to choose T-Mobile by using an effective elevator pitch. T-Mobile Confidential Information

6. What is Selling? It’s not just presenting information! • Understand the customer’s needs. • Match a solution to those needs. • Help the customer make a buying decision TODAY! T-Mobile Confidential Information

7. Why T-Mobile? T-Mobile puts your family first, and we’ve got the value, products, and network to prove it! • Great value—Families can save up to 25% over comparable AT&T and Verizon family plans with four lines. • Great products—Get more than 30 handsets to choose from with the most Android options, Mobile Broadband solutions, and competitive offers. • Great network and great service—Get America’s largest 4G network at no additional cost! T-Mobile Confidential Information

8. What’s An Elevator Pitch? • It is a short, compelling message that creates interest and gives you the opportunity to get into a longer conversation. • It tells the customers “Why T-Mobile?” in less than 15 seconds. • It generally includes a fact about T-Mobile’s value, products, and network, but can extend to any T-Mobile product or service. • It is positive and enthusiastic, factually correct, and fluid. T-Mobile Confidential Information

9. Elevator Pitch “You and your family can save up to 20% on T-Mobile and have the biggest selection of Android phones with 4G speeds.” “T-Mobile has America’s largest 4G network!” “Select the perfect phone for each member of your family and stay connected where and when you want with T-Mobile’s fast network.” T-Mobile Confidential Information

10. Activity • What’s your T-Mobile VPN elevator pitch? T-Mobile Confidential Information

11. EARN Plus Sales Process • Engage customers and create a comfortable shopping experience. • Ask questions to understand our customers and their needs. • Recommend T-Mobile solutions that are the right fit and provide real benefits. • Now Close with a complete solution that makes it easy for customers to say yes. • PlusWelcome customers to T-Mobile and build loyal relationships. T-Mobile Confidential Information

12. High Five • Represents key sales behaviors • Includes: • Why T-Mobile? • Give a name; get a name. • Ask questions. • Close the sale. • Thank the customer. T-Mobile Confidential Information

13. Module 2: Engage T-Mobile Confidential Information

14. Module 2 Overview Engage customers and create a comfortable shopping experience. • Greet the customer within 10 seconds. • Give a name; get a name. • Establish rapport and create a personal connection. • Find out why the customer came into the store and focus on what the customer is most interested in. • If necessary, set appropriate wait time expectations. T-Mobile Confidential Information

15. Engaging the Customer • Be sure to consider: • Initial greeting • Words and voice tone • Body language • Rapport building T-Mobile Confidential Information

16. Notice: Engage Did the sales representative: • Greet the customer within 10 seconds? • Give a name; get a name? • Establish rapport and create a personal connection? • Find out why the customer came into the store and focus on what the customer is most interested in? • If necessary, set appropriate wait time expectations? T-Mobile Confidential Information

17. Engage: John T-Mobile Confidential Information

18. Module 3: Ask T-Mobile Confidential Information

19. Module 3 Overview Ask questions to understand our customers and their needs. • Ask the key questions to gather the information you need to recommend a complete "right fit" solution. • Ask specific questions to discover data needs and add-a-line options for families. • For service-related questions, solve the customer's whole problem and then transition into a sales conversation. T-Mobile Confidential Information

20. A Complete Solution • Rate plan (phone or Mobile Broadband) • Features • Phone • Accessories T-Mobile Confidential Information

21. Where Should You Start Asking? • Rate plan? • Features? • Phone? • Accessories? Why would you start with one area rather than another? T-Mobile Confidential Information

22. Ask Open Questions • “What brings you in today?” • “Walk me through a typical day in your life.” • “Who and how do you communicate?” (Ask how the customer uses voice, text, IM, and/or e-mail.) • “How do you use the Internet?” • “Where do you travel?” • “How often do you use social networking?” • “What are your hobbies, interests and/or activities?” (Match the customer’s lifestyle to Android Apps.) • “What other electronic devices do you use?” (Ask if the customer uses a camera, ipod/mp3, GPS, laptop/netbook, and/or other.) T-Mobile Confidential Information

23. Check for Understanding with ABC • Ask clarifying questions to confirm understanding. • “To summarize, you need….. Is that correct?” • “Did I hear you say you want……?” • Build on a series of affirmative answers that may culminate in a “yes” buying decision. • Create rapport and confidence that you’re on the same page. T-Mobile Confidential Information

24. Activity: Practice Listening • Each role-play includes the following roles: • Sales rep • Customer • You both have the opportunity to play the role of the sales rep. • You have three minutes to complete the role-play, then we’ll switch. • Rule: The sales rep can only ask questions. T-Mobile Confidential Information

25. Using the Right Fit Guide T-Mobile Confidential Information

26. Using the Right Fit Guide • Helps sales representatives to remember what questions to ask • Captures information so you don’t forget it • Can help you present a complete solution • Lets the customer know you are listening (whether you are a new or seasoned sales representative) • Gives the customer confidence that you will provide the right solution T-Mobile Confidential Information

27. Video: Ask Did the sales representative: • Ask open questions? • Write down what the customer said? • Gather the information needed to recommend a complete "right fit" solution? • Ask specific questions to discover data needs and add-a-line options for families? T-Mobile Confidential Information

28. Ask: John T-Mobile Confidential Information

29. Transition from Service Questions • About 97% of all customer visits in Company Retail are from existing customers who have ongoing service needs. T-Mobile Confidential Information

30. Benefits • Once customers take care of their service needs, they are often open to exploring other opportunities. • By recognizing these opportunities we can: • Improve customers’ perceptions of our service • Increase sales • Reduce churn • Increase loyalty and customer lifetime value T-Mobile Confidential Information

31. Ongoing Service Needs Service problems • Troubleshooting handset problems • Replacing a phone or processing a warranty exchange Routine transactions • Paying a bill or asking a billing question • Asking questions about a rate plan or features Accessory purchases • Buying a car charger, a Bluetooth headset, or another accessory T-Mobile Confidential Information

32. How Do You Do It? • Treat every service situation as an opportunity! • Greet the customer. (Give a name; get a name.) Establish rapport and make a personal connection. • Listen carefully to the customer’s opening statement. • Respond appropriately. • Take care of the reason that brought the customer into the store. • Then transition to open a sales conversation. T-Mobile Confidential Information

33. Take Care of the Customer T-Mobile Confidential Information

34. Transition to a Sales Conversation • “Julie, is this the amount you pay on a regular basis? If you like, I can look to see why it’s a little higher this month.” • “Sandra, what phone are you using? It looks like you’ve gotten a lot of use out of it! Have you ever thought about upgrading to a newer model?” • “Chris, have you started your holiday shopping? We have some great gift ideas. Who’s on your gift list this year?” • “Pedro, when I look up your address on our Data Coverage Check it shows great high-speed coverage. Are you aware of the great products we have that take advantage of that? The new tablet allows you to surf the Internet from your couch and even video chat with friends! Let me show you how well it works.” T-Mobile Confidential Information

35. Let’s Practice! • Each role-play includes the following roles: • Sales rep • Customer • You both have the opportunity to play the role of the sales rep • The customer tells the sales rep what the issue is • The sales rep needs to: • Confirm the connection. • Solve the whole problem. (Assume that you did that.) • Then transition into a sales conversation. • You have five minutes to complete the role-play. T-Mobile Confidential Information

36. In Your Own Words: Ask • How can you increase your effectiveness in asking questions to understand your customers and their needs? • What are two things you can start doing today to improve your skills? T-Mobile Confidential Information

37. Module 4: Recommend T-Mobile Confidential Information

38. Module 4 Overview • Recommend a complete “right fit” solution: Phone, rate plan, features, and accessories. • Emphasize “Why T-Mobile?” • Communicate pricing, promotions, and device knowledge to customers. • Use bundled solutions to make it easy for the customer to say yes. T-Mobile Confidential Information

39. Pricing is Powerful! • When you present a complete solution, quote the total bundled price—not the price for each feature. • If we have a price advantage, emphasize the savings over the life of the contract, e.g.“$20 a month is $480 over two years!” • If we have a price disadvantage, emphasize the value of the complete solution and minimize the cost difference, e.g. “$15 a month is only $.50 a day!” T-Mobile Confidential Information

40. Use Your Sales Tools • T-Mobile sales brochures and pricing • Competitive brochures and pricing • Information from the Internet • Handsets • Right Fit Guide • Any additional tools available at your store! T-Mobile Confidential Information

41. Make a FAB Recommendation! • FAB stands for Features, Application, and Benefits. • What is the feature? • How does it apply to the customer’s needs? • What is the benefit? • “Based on what you told me, I’m recommending the myTouch 4G because it allows you to video chat with your family and stay connected wherever you are.” T-Mobile Confidential Information

42. Notice: Recommend Did the sales representative: • Recommend a complete “right fit” solution? • Emphasize “Why T-Mobile?” • Communicate pricing, promotions, and device knowledge? T-Mobile Confidential Information

43. Recommend: John T-Mobile Confidential Information

44. In Your Own Words: Recommend • How can you increase your effectiveness in recommending “right fit” solutions that provide your customers with real benefits? • What are two things you can start doing today to improve your skills? T-Mobile Confidential Information

45. Module 5: Now Close T-Mobile Confidential Information

46. Module 5 Overview Now Close with a complete solution that makes it easy for customers to say yes. • Ask for the sale in a way that’s comfortable and naturalto you. • If customers hesitate, probe to find out what’s holding them back. • If customers raise specific objections or concerns, respond effectively and ask for the sale again. T-Mobile Confidential Information

47. Closing Techniques T-Mobile Confidential Information

48. Notice: Now Close Did the sales representative: • Ask for the sale in a way that was comfortable and natural? • Respond effectively to objections and concerns and ask for the sale again? What did the sales representative do well? What could the sales representative improve? T-Mobile Confidential Information

49. Close: Nathan T-Mobile Confidential Information

50. Two Kinds of Hesitation • Objection: A specific question or concern, the real reason why a customer is hesitating • Stall: An excuse or put off, a way for the customer to leave the store without telling you the real objection T-Mobile Confidential Information