T-Mobile Complete

What is T-Mobile Complete?

T-Mobile Complete has four parts:

1. Premium Rate Plan - Our premium rate plans provide the best value we have to offer with America’s largest & fastest 5G network, $270+ in monthly benefits, and access to our best deals on new phones.

2. Beyond the Smartphone & Home Internet - Going beyond just your phone to fully maximize your connected life whether on the go, at home or your business.

3. Device Protection & Accessories - Keeping the core of your connection – your phone – safe and secure against damage, loss, or cyber incidents with Protection 360 and Essential Accessories.

4. Digital Ready - Establishing a digital relationship with T-Mobile makes managing your relationship and services as easy as going to our app.

================= EXPERT REVIEW:

What is an Expert Review?

• It's a detailed account and Next Best Action (NBA) review to ensure we provide customers with the very best value that T-Mobile has to offer.

• Expert Reviews are an updated term for visual audits. We'll use the same behaviors and gather the same type of information during the Expert Review to provide the BEST experience.

• Performing an Expert Review during every interaction ensures we know exactly what our customers need and want and we're making the best recommendations.

• Remember! We MUST resolve the customer's initial reason for contact, along with ensuring they're T-Mobile Complete.

==================== NEW CUSTOMERS

Any time we set up a new account or add a line, we should verify customers are leaving with the four components of T-Mobile Complete. This ensures everyone is set up for the BEST experience, from the very start!

1. Premium Rate Plan
2. Beyond the Smartphone & Home Internet
3. Device Protection & Accessories
4. Digital Ready

=============== EXISTING CUSTOMERS

Some of our customers have been with us for decades! Let's take the opportunity to verify every customer is set up with the BEST we have to offer.

While existing customers may not be reaching out for support on these topics, by completing an Expert Review on every interaction we can provide a complete resolution along with maximizing our customer's account and experience.

=================== NEW PHONES

There's nothing more exciting than bringing home a new phone! Let's take the time to celebrate these interactions with our customers and enhance their upgrade.

Upgrades give us an easy transition to offer our customers everything that comes along with T-Mobile Complete. It's a great time to pulse-check the account and confirm your customer is set up with the latest and greatest, along with resolving any questions they have around the upgrade.

=================== Based on what you observed about the customer's account, ask personalized questions to provide a recommendation for the best rate plan, and features.

• How often do you like to get new phones? Upgrade your phone every year with Go5G Next or be upgrade-ready every two years with Go5G Plus!

• What's most important to you and your family when it comes to your wireless service? Customers on Go5G Plus get Scam Protection included 50 GB of high-speed mobile hotspot.

• What streaming services do you have? Remember with Go5G Plus customers get streaming services On Us.

• Where do you like to travel? With Go5G Plus customers get Data in 215+ countries, and free unlimited talk and text in Mexico and Canada.

================== Go5G Next and Go5G PLUS: OVER $270 IN BENEFITS

EVERY SINGLE MONTH!

Use the flip cards below to see how all the savings stack up!

• NETFLIX ON US = Netflix Standard with Ads On Us

$6.99 PER MONTH

• APPLE TV+ ON US = Apple Original Shows + Movies

$9.99 PER MONTH

• CANADA & MEXICO = Unlimited Talk/Text + 15GB Data

$60 PER MONTH

• INTERNATIONAL DATA = 215+ Countries/Destinations

$70 PER MONTH

• SCAM PROTECTION = Scam ID & Block + More

$13.98 PER MONTH

• IN-FLIGHT WI-FI = Unlimited Text + Streaming

$99.90 PER MONTH

• TAXES AND FEES INCLUDED = What You See is What You Pay

$60 PER MONTH

================================= Expert Response

Protection<360> is handset protection, and it offers protection for both you and your device. Use the flip cards below to see some of these amazing benefits so your customer will understand the huge benefit Protection<360> has.

1. $29 Screen Repair

   • With Protection<360>, screen repair is only $29 for eligible smartphone devices. Screen repair costs can be up to $379 without protection.

2. Unlimited screen protector replacements

   • You'll get unlimited replacements for the screen protector you're purchasing today.

3. ID Theft Protection

   • McAfee Security for T-Mobile with ID Theft Protection provides device and web browsing security, identity protection and password management for up to 10 devices (PCs, Macs, additional Android and iOS mobile phones and tablets).

4. JUMP!

   • Enrollment in the JUMP!® upgrade program so you can upgrade to a new phone once 50% of your current device has been paid.

5. Phone Replacement

   • If you need to replace your phone due to accidental damage, the deductible with Protection<360> is only $99. That's a huge savings considering the average new phone cost almost $1000.

6. AppleCare

   • AppleCare Services for Apple devices which include repairs backed by Apple, Express Replacement Service, Battery Coverage, 24/7 Priority Support from Apple Experts.

======================= T-MOBILE COMPLETE QUIZ

1. What is T-Mobile Complete?

T-Mobile Complete is the very best experience and value that we can provide our customers on America's largest, fastest, and most reliable 5G network.

1. How do we perform an Expert Review?

We complete a detailed account review, including using NBA, to ensure we provide customers with the very best value that T-Mobile has to offer.

1. Select each component that will need to be on the account of an existing line during a AAL or Upgrade to make a T-Mobile Complete Sale. Select all that apply.

• Adds Go5G Plus
• Adds High Speed Internet
• Adds Protection<360> to a new device.
• Adds an Accessory for new device.

1. What are the four pieces that make up T-Mobile Complete? Select all that apply.

• Premium Rate Plan
• Beyond the Smartphone
• Device Protection and Accessories
• Digital Ready

1. How can we help customers be Digital Ready as part of T-Mobile Complete? Promote the benefits of the T-Mobile app, T-Mobile Tuesdays, Protection <360>, and Netflix on Us.