Products and Services <ul><li>The Wireless Shop offers: </li></ul><ul><ul><ul><li>Post-Paid services with new handsets </l...
Carriers <ul><li>How do we work with the Carriers? </li></ul><ul><ul><li>In order for The Wireless Shop to provide custome...
Carriers <ul><li>Advantages of being an Authorized Dealer: </li></ul><ul><ul><li>One of the greatest benefits we offer thr...
Order Processing Policies <ul><li>Age </li></ul><ul><ul><li>All customers must be 18 years of age or older to place an ord...
Order Processing Policies <ul><li>Billing Zip Code </li></ul><ul><ul><li>The Billing Zip Code must be entered at the Offer...
Order Processing Policies <ul><li>Contract Extensions/Upgrades </li></ul><ul><ul><li>Contract Extensions and Upgrades thro...
Order Processing Policies <ul><li>Contract Extensions/Upgrades </li></ul><ul><ul><li>The Carrier in every situation will d...
Order Processing Policies <ul><li>Credit Card </li></ul><ul><ul><li>By law we are required to give the customer the total ...
Order Processing Policies <ul><li>Credit Card Error Messages </li></ul><ul><ul><li>The Wireless Shop will return a specifi...
Order Processing Policies <ul><li>Credit Approval Process </li></ul><ul><ul><li>Credit Approval may take up to 24 hours, b...
Order Processing Policies <ul><li>E-Mail </li></ul><ul><ul><li>An e-mail address is required on all customer orders </li><...
Order Processing Policies <ul><li>Equipment Discount Provision </li></ul><ul><ul><li>On average, The Wireless Shop discoun...
Order Processing Policies <ul><li>Phone Only Orders </li></ul><ul><ul><li>Simply click on the link under </li></ul></ul><u...
Order Processing Policies <ul><li>Returns </li></ul><ul><ul><li>Customers may return their order by canceling service with...
Order Processing Policies <ul><li>SSN </li></ul><ul><ul><li>A Social Security Number is required on all orders </li></ul><...
Order Processing Policies <ul><li>Substitute Lines </li></ul><ul><ul><li>A Substitute Line is when an existing customer ge...
Order Processing Policies <ul><li>Third Party Orders </li></ul><ul><ul><li>A Third Party Order is when a customer wants to...
Order Processing Policies <ul><li>WLNP (Wireless Local Number Portability) - Porting </li></ul><ul><ul><li>Porting means t...
In-Bound Calls to FHTM Call Center <ul><li>Handling Issues/Inquiries </li></ul><ul><ul><li>If the order has been placed, d...
WIMO – whereismyorder.com
Business Accounts <ul><li>We currently support the following: </li></ul><ul><li>  </li></ul><ul><li>Sprint-Business Plans ...
Handset Insurance - NCOA <ul><li>What is covered? </li></ul><ul><li>Theft with police report </li></ul><ul><li>Damage </li...
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Wireless Shop

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Looking to upgrade or get a new cell phone contract and cell phone, check out this serviceto get great deals and save money.

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Wireless Shop

  1. 2. Products and Services <ul><li>The Wireless Shop offers: </li></ul><ul><ul><ul><li>Post-Paid services with new handsets </li></ul></ul></ul><ul><ul><ul><li>Contract extensions and service upgrades </li></ul></ul></ul><ul><ul><ul><li>Add-a-line services </li></ul></ul></ul><ul><ul><ul><li>Phone only options </li></ul></ul></ul><ul><ul><ul><li>Device Protection through NCOA </li></ul></ul></ul><ul><ul><ul><li>Accessories </li></ul></ul></ul><ul><ul><ul><li>Data and content services </li></ul></ul></ul>
  2. 3. Carriers <ul><li>How do we work with the Carriers? </li></ul><ul><ul><li>In order for The Wireless Shop to provide customers with the full suite of wireless services, we have entered into a special agreement with our partners to provide wireless service from the nation’s top Carriers </li></ul></ul><ul><ul><li>We offer services through: </li></ul></ul>
  3. 4. Carriers <ul><li>Advantages of being an Authorized Dealer: </li></ul><ul><ul><li>One of the greatest benefits we offer through The Wireless Shop is choice! </li></ul></ul><ul><ul><ul><li>Not all carriers are available in all areas </li></ul></ul></ul><ul><ul><ul><li>Some customers may not qualify for a specific Carrier </li></ul></ul></ul><ul><ul><li>In these situations, the best thing to do is make suggestions </li></ul></ul><ul><ul><li>To do this effectively, it is important to be familiar with major selling points for each Carrier </li></ul></ul>
  4. 5. Order Processing Policies <ul><li>Age </li></ul><ul><ul><li>All customers must be 18 years of age or older to place an order through the The Wireless Shop site </li></ul></ul><ul><li>Ancillary Products and Services </li></ul><ul><ul><li>Ancillary Products and Services may be pitched on a sales call. Ancillary Services include: </li></ul></ul><ul><ul><ul><li>Device Protection </li></ul></ul></ul><ul><ul><ul><li>Accessories </li></ul></ul></ul><ul><ul><ul><li>Features </li></ul></ul></ul>
  5. 6. Order Processing Policies <ul><li>Billing Zip Code </li></ul><ul><ul><li>The Billing Zip Code must be entered at the Offer Screen or before </li></ul></ul><ul><ul><li>Once an agent leaves the Offer Screen the Zip Code cannot be changed </li></ul></ul><ul><ul><li>The Billing Zip Code not only affects the availability of Carriers, but also the rate plans available </li></ul></ul><ul><ul><li>If a specific Carrier is not available in the Billing Zip Code, it means the Carrier does not service that area </li></ul></ul>
  6. 7. Order Processing Policies <ul><li>Contract Extensions/Upgrades </li></ul><ul><ul><li>Contract Extensions and Upgrades through The Wireless Shop are essentially the same thing </li></ul></ul><ul><ul><li>They will allow the customer to stay with their Carrier and keep his/her current phone number, while getting a new phone and signing a new two (2) year contract </li></ul></ul><ul><ul><li>Breakdown – In every Contract Extension through The Wireless Shop, the customer will get: </li></ul></ul><ul><ul><ul><li>New Phone </li></ul></ul></ul><ul><ul><ul><li>New Contract </li></ul></ul></ul><ul><ul><ul><li>Same Phone Number </li></ul></ul></ul><ul><ul><ul><li>Same Carrier </li></ul></ul></ul>
  7. 8. Order Processing Policies <ul><li>Contract Extensions/Upgrades </li></ul><ul><ul><li>The Carrier in every situation will determine eligibility based on the customer’s past payment history </li></ul></ul><ul><ul><li>The guidelines below are to help an agent determine if the order has a good chance of activating and shipping </li></ul></ul><ul><ul><ul><li>Alltel: Upgrade up to 2 lines </li></ul></ul></ul><ul><ul><ul><ul><li>Must be in the last 3 months of a 2 yr contract </li></ul></ul></ul></ul><ul><ul><ul><li>AT&T: Upgrade up to 5 lines </li></ul></ul></ul><ul><ul><ul><ul><li>Must be in last 2 months of a 2 yr contract </li></ul></ul></ul></ul><ul><ul><ul><li>Sprint/Nextel: Upgrade up to 5 lines </li></ul></ul></ul><ul><ul><ul><ul><li>Must be in the last 2 months of a 2 yr contract </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Customers can “migrate” at any time </li></ul></ul></ul></ul><ul><ul><ul><li>T-Mobile: Upgrade up to 2 lines </li></ul></ul></ul><ul><ul><ul><ul><li>Must be in the last 2 months of a 2 yr contract </li></ul></ul></ul></ul><ul><ul><ul><li>Verizon: Upgrade up to 5 lines </li></ul></ul></ul><ul><ul><ul><ul><li>Must be in the last 2 months of a 2 yr contract </li></ul></ul></ul></ul>
  8. 9. Order Processing Policies <ul><li>Credit Card </li></ul><ul><ul><li>By law we are required to give the customer the total charged to their credit card </li></ul></ul><ul><ul><li>At the point of sale, the credit card will receive an authorization effectively “holding” the amount of funds to be charged </li></ul></ul><ul><ul><ul><li>If the customer is approved, the card will be charged that amount </li></ul></ul></ul><ul><ul><ul><li>If the customer is not approved, the authorization will be removed, and the customer will not be charged  </li></ul></ul></ul><ul><ul><ul><li>In the case of free phones, a $1 authorization will be placed on the card </li></ul></ul></ul><ul><ul><ul><li>When the phone is activated and is shipped, the authorization will be removed, and the customer will not be charged any amount </li></ul></ul></ul>
  9. 10. Order Processing Policies <ul><li>Credit Card Error Messages </li></ul><ul><ul><li>The Wireless Shop will return a specific error message if the credit card used is not able to be processed </li></ul></ul><ul><ul><ul><li>In this case, read the error message to the customer, and request the specific information listed on the screen </li></ul></ul></ul><ul><ul><ul><li>In the case of insufficient funds, or an error related to the specific card, try to get another card that works </li></ul></ul></ul><ul><ul><ul><li>Submitting the same card after an error, (unless related to the CVN or a mistyped digit) will result in further errors, and could place multiple authorizations on the card </li></ul></ul></ul><ul><li>Note: Fortune Wireless Representatives may not use their personal credit card to place a customer’s order. </li></ul>
  10. 11. Order Processing Policies <ul><li>Credit Approval Process </li></ul><ul><ul><li>Credit Approval may take up to 24 hours, but in many cases a decision is rendered much sooner </li></ul></ul>
  11. 12. Order Processing Policies <ul><li>E-Mail </li></ul><ul><ul><li>An e-mail address is required on all customer orders </li></ul></ul><ul><ul><ul><li>This is how The Wireless Shop communicates with all customers </li></ul></ul></ul><ul><ul><ul><li>In addition, some Carriers require the customer to accept terms and conditions through email </li></ul></ul></ul><ul><ul><ul><li>If the customer does not have an email address, agents may enter the address of the customer’s friend or family member so the customer may check the status through that address </li></ul></ul></ul>
  12. 13. Order Processing Policies <ul><li>Equipment Discount Provision </li></ul><ul><ul><li>On average, The Wireless Shop discounts the price of all new phones sold through our website by $250 - $300 </li></ul></ul><ul><ul><li>We only make money over the long term, when the customer fulfills the obligations of the purchase agreement by maintaining an active line of service with the carrier </li></ul></ul><ul><li>Number of Phones </li></ul><ul><ul><li>Customers may order up to 5 Phones on a Shared Plan, or 5 Phones on Individual Plans on a New Activation </li></ul></ul><ul><ul><li>For Contract Extensions/Upgrades, please refer to the Contract Extensions/Upgrades section of this document </li></ul></ul>
  13. 14. Order Processing Policies <ul><li>Phone Only Orders </li></ul><ul><ul><li>Simply click on the link under </li></ul></ul><ul><ul><li>the phone price and the page </li></ul></ul><ul><ul><li>will reload </li></ul></ul><ul><ul><li>Click on buy phone only </li></ul></ul><ul><ul><li>and the phone price will update </li></ul></ul><ul><ul><li>Place the order the as normal </li></ul></ul><ul><ul><li>but you will have the versatility </li></ul></ul><ul><ul><li>of not having to choose a plan </li></ul></ul>
  14. 15. Order Processing Policies <ul><li>Returns </li></ul><ul><ul><li>Customers may return their order by canceling service with the Carrier within 15 days of activation, and returning their merchandise in original, new condition within 30 days of activation, for a full refund </li></ul></ul><ul><li>  </li></ul><ul><li>Shipping </li></ul><ul><ul><li>Currently, there are three (3) methods of shipping via Federal Express. They are: </li></ul></ul><ul><ul><ul><li>Standard </li></ul></ul></ul><ul><ul><ul><li>2nd Business Day </li></ul></ul></ul><ul><ul><ul><li>Next Business Day </li></ul></ul></ul><ul><li>The costs associated with these shipping types are on the The Wireless Shop storefront, and change with the number of phones and type of order </li></ul>
  15. 16. Order Processing Policies <ul><li>SSN </li></ul><ul><ul><li>A Social Security Number is required on all orders </li></ul></ul><ul><ul><li>This is required by the Carrier, and an order cannot be placed without it </li></ul></ul><ul><ul><li>Some customers will be reluctant to give their SSN </li></ul></ul><ul><ul><ul><li>Most commonly, information on Verisign encryption should be enough to overcome the objections </li></ul></ul></ul><ul><ul><ul><li>In other cases, informing the customer that through the store they will still have to give this information, but the phone prices will be higher </li></ul></ul></ul><ul><ul><ul><li>There is usually one solid rebuttal that will work for the reluctant customer, but in some cases the agent may have to use several to find the right one </li></ul></ul></ul><ul><ul><ul><li>Be patient, and always emphasize that keeping the customer’s private information secure is of utmost importance to us and we take all precautions to keep it secure </li></ul></ul></ul>
  16. 17. Order Processing Policies <ul><li>Substitute Lines </li></ul><ul><ul><li>A Substitute Line is when an existing customer gets a new line of service with the same Carrier and plans to replace the old service with the new service. It is a New Phone, New Plan, and New Phone Number with the same Carrier. </li></ul></ul><ul><ul><li>The customer can have more than one line of service with a Carrier. However, if he/she cancels the existing service to active a new line of service, he/she will be charged $250 under the Equipment Discount Provision. Our offers are for new customers only and if the customer deactivates service to substitute it with a new service, they are not truly a new customer. </li></ul></ul><ul><ul><li>Our responsibility is to inform the customer that he/she CANNOT DEACTIVATE HIS/HER EXISTING SERVICE FOR 180 DAYS or he/she will be charged $250-$300 under the Equipment Discount Provision described in the Disclosures. </li></ul></ul>
  17. 18. Order Processing Policies <ul><li>Third Party Orders </li></ul><ul><ul><li>A Third Party Order is when a customer wants to place an order in someone else’s name </li></ul></ul><ul><ul><li>You cannot place a third party order unless the person whose name is going on the account is available and can be clearly heard giving authorization </li></ul></ul><ul><ul><ul><li>If authorization is not gained from the person whose name is being used, and the order is placed in someone else’s name it is fraud </li></ul></ul></ul>
  18. 19. Order Processing Policies <ul><li>WLNP (Wireless Local Number Portability) - Porting </li></ul><ul><ul><li>Porting means transferring an existing phone number from one Carrier to a different Carrier </li></ul></ul><ul><ul><li>Porting is free of charge and the time it takes for the number to transfer varies from Carrier to Carrier </li></ul></ul><ul><ul><li>As an authorized dealer it is important to find out if the customer is under contract or not </li></ul></ul><ul><ul><li>Porting a number cancels the existing Plan and Service with the existing Carrier </li></ul></ul><ul><ul><li>If the customer is under contract they will be charged the Carrier’s Early Termination Fee </li></ul></ul><ul><ul><ul><li>This charge varies by Carrier and it is up to you to advise the customer of this potential cancellation fee </li></ul></ul></ul><ul><ul><li>Porting is not allowed from state-to-state </li></ul></ul>
  19. 20. In-Bound Calls to FHTM Call Center <ul><li>Handling Issues/Inquiries </li></ul><ul><ul><li>If the order has been placed, direct customer to WIMO (Whereismyorder.com) </li></ul></ul><ul><ul><li>If WIMO does not satisfy the inquiry, has the customer called The Wireless Shop (Simplexity)? </li></ul></ul><ul><ul><li>If the customer has exhausted all resources available to them and they still have an issue – Lisa can send an escalation email to a Simplexity/Wireless Shop escalation team member. </li></ul></ul><ul><ul><li>If a Wireless Shop team member has not resolved or contacted the customer or Lisa within 24 hours please contact Jason Goldman or Julie Ossipove at Simplexity. </li></ul></ul>
  20. 21. WIMO – whereismyorder.com
  21. 22. Business Accounts <ul><li>We currently support the following: </li></ul><ul><li>  </li></ul><ul><li>Sprint-Business Plans and discounts </li></ul><ul><li>T-Mobile - Setup as a business, but only on Consumer plans.  We do not get commission on Business plans so they are not supported.  In other words, you can have your account setup on the business tax id, but your rate plans will be normal consumer plans </li></ul><ul><li>Alltel - Same as T-Mobile  </li></ul><ul><li>AT&T and Verizon cannot be sold as businesses </li></ul><ul><li>  </li></ul><ul><li>Cyber Risk Requirements : </li></ul><ul><li>In order to pass a business order, we need the following:  </li></ul><ul><li>Scanned copy of the IRS SS-4 document which must include the Tax ID, Business Name  and address on the order </li></ul><ul><li>A business email address (i.e. [email_address] would be acceptable on an order for Simplexity, while [email_address] would not be accepted).  No Yahoo, MSN, Hotmail, Gmail, aol.com email addresses will be accepted </li></ul><ul><li>Business must have a website </li></ul><ul><li>These requirements are very strict due to the fact that there are no tools for validating business in terms of fraud.   All of our current tools are based upon  validating consumers.  There are no tools out there designed to validate businesses in an online environment </li></ul><ul><li>  </li></ul><ul><li>Carrier Requirements : </li></ul><ul><li>IRS documents will normally be the only requirement, but they may also ask for: </li></ul><ul><li>Bank Statements </li></ul><ul><li>Utility bills </li></ul><ul><li>A special contract to be signed for accounts over 5 lines with Sprint </li></ul>
  22. 23. Handset Insurance - NCOA <ul><li>What is covered? </li></ul><ul><li>Theft with police report </li></ul><ul><li>Damage </li></ul><ul><li>Malfunction – after 30 days </li></ul><ul><li>Loss – may require a police report and/or recent cell phone bill for validation of request for service </li></ul><ul><li>What is not covered? </li></ul><ul><li>Loss of use and any consequential loss – the real or perceived loss of data, time, financial opportunity or any other consequence arising from the loss of use of the wireless device </li></ul><ul><li>Normal wear and tear or negligence </li></ul><ul><li>Inventory shortage – if the device lost is no longer available, a similar model will be issued as a replacement </li></ul><ul><li>Dishonest or malicious acts by member or authorized users </li></ul><ul><li>Non-functional damage – e.g. marring, scratching, chipping, unless caused by theft or threat thereof </li></ul><ul><li>Negligent water damage or pervasion corrosion due to normal wear and tear </li></ul><ul><li>Loss in a body of water </li></ul><ul><li>Unexplained disappearance </li></ul><ul><li>Theft from unattended premises or a vehicle not reasonably secured </li></ul><ul><li>In transit either through postal or courier services </li></ul><ul><li>Incidents outside the US/Canada </li></ul><ul><li>If you change your device during your membership to a similar or different wireless device, you must contact NCOA and update your records with your new phone’s IMEI or ESN (electronic serial number of your device). NCOA tracks your membership based on the IMEI or ESN that is on file with your membership. </li></ul><ul><li>For requests or questions – 800.654.5590 or www.joinncoa.net </li></ul>
  23. 24. Questions

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