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Postpaid brand information

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Postpaid brand information

  1. 1. Introduction to U.S. Cellular® at Walmart Wireless POSTPAID BRAND INFORMATIONContains U.S. Cellular®confidential information. Notfor external use or disclosurewithout proper authorization.
  2. 2. Course Overview PURPOSE This course provides an overview of the U.S. Cellular® postpaid wireless service offered in select Walmart stores. You will learn how a postpaid account is different than a prepaid account, how the customer’s credit check impacts the postpaid purchase process, and what services are offered by Walmart and U.S. Cellular® after the initial purchase. OBJECTIVES •Introduce the launch of U.S. Cellular® postpaid wireless service in select Walmart stores •Define the Postpaid wireless service •Introduce Connection Centers and Wireless Stores •Introduce Walmart’s wireless kiosk •Provide a high-level overview of the postpaid purchase process •Explain the importance of the credit check in the postpaid purchase process •Describe the customer experience beyond activating their Postpaid wireless account INTRODUCTION •Describe the wireless relationship between U.S. Cellular® and Walmart • In 2012, U.S. Cellular® enters a new relationship with Walmart to launch postpaid wireless plans and devices in select stores • Stores carrying U.S. Cellular®’s postpaid product reside within the U.S. Cellular®’s service footprint (IMG) • Products are displayed in Connection Centers and Wireless stores (IMG) • Walmart Associates are only able to process new activations, upgrades and add a lines through the wireless kiosk • Ongoing service needs (like billing inquiries, account changes, and payment services) are provided through U.S. Cellular®’s stores and Customer Service.Contains U.S. Cellular®confidential information. Notfor external use or disclosure
  3. 3. Course Overview OBJECTIVES •Define the postpaid wireless service • Postpaid wireless service bills customers for services (typically monthly) after usage has occurred, whereas prepaid (sometimes called “pay as you go”) wireless requires payment in advance to use their wireless services. • Postpaid or Prepaid, what’s the difference? Postpaid Prepaid •Bill after use. Billed service is great for •Budget Conscious. Customers pay upfront customers who want hassle-free use of their for service with no obligation to pay fixed Prepaid Postpaid phone without having to check their account monthly bills. balance to see when more funds are needed. •No commitments. No long term contracts •Good credit benefits. Postpaid rewards required means the customer can cancel at good credit with discounts off devices, any time, get another phone or change postponed activation fees, and device plans without any restrictions. IMG upgrade eligibility. •Contracts lower costs. Credit-based contacts IMG •No credit, no problem. Postpaid plans typically require a credit check, so if the offer deep discounts making the latest and customer has no credit or is going through greatest device purchase more affordable. some financial difficulties, prepaid may be •More options. Diverse device selections, a better option. device and plan promotions, and family plans •Have a phone already. Many prepaid are just some of the options exclusive to plans don’t require a new phone purchase postpaid plans. at all. This could mean even more savings for the customer with their own phone.Contains U.S. Cellular®confidential information. Notfor external use or disclosure
  4. 4. Course Overview Introduce Connection Centers and Wireless Stores Connection Center Wireless storeContains U.S. Cellular®confidential information. Notfor external use or disclosure
  5. 5. Course Overview OBJECTIVES •Before going any further, lets introduce Walmart’s wireless kiosk and provide a high-level overview of the postpaid purchase process The wireless kiosk is connected to each wireless carrier’s billing system and enables the Connection Center associate to create new wireless accounts the customer’s selected carrier. Walmart associates can only activate new accounts, process device upgrades, and add a line to existing accounts. All other service requests or inquiries must be handled by U.S. Cellular®.Contains U.S. Cellular®confidential information. Notfor external use or disclosure
  6. 6. Course Overview OBJECTIVES •Explain the importance of the credit check in the postpaid purchase process • Since postpaid plans bill a customer after usage, a credit check must be performed. • Credit check determines: • Eligibility for a postpaid plan • Deposit amount (the better the credit the lower the deposit required) • # of lines (the better the credit means more options for additional lines on the account) • Each carrier has their own standards how credit affects eligibility, deposit amounts, and # of lines Good Moderate Low Bad Credit Credit Credit Credit Eligible for plan Eligible for plan Eligible for plan Not eligible Lowest deposit Higher deposit Highest deposit Offer prepaid Up to 5 addt’l Fewer addt’l No addt’l lines lines linesContains U.S. Cellular®confidential information. Notfor external use or disclosure
  7. 7. Course Overview OBJECTIVES •Describe the customer experience beyond activating their Postpaid wireless account •After the initial purchase, the customer may have ongoing service needs. The following is an overview of the services performed by Walmart and U.S. Cellular® after the initial purchase. • RETURNS/EXCHANGES • Walmart handles all returns/device exchanges at the original store of purchase within designated timeframe (IMG receipt) • BILLS • USCC produces a bill showing cell phone usage, amount due, and features selected (IMG) • USCC handles all questions regarding the customer’s account and bill inquiries (customer service or USCC retail stores ) • CHANGE REQUESTS • Both Walmart and USCC handles device up grades and add a line requests • USCC handles all changes to plan features and to correct or cancel accounts (customer service or USCC retail stores ) • PAYMENTS • USCC handles all payment services and inquiries (customer service or USCC retail stores )Contains U.S. Cellular®confidential information. Notfor external use or disclosure

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