DOWNPAYMENT

Customer is not eligible for $0 down or has a high down payment:

= Explain why they have to pay a down payment: That's a great question! Down payment requirements are unique to each customer. Things such as tenure, financing limits, any open leases and/or loans, device program and type of device, determines if a down payment is required upfront. But I can guarantee that in the end, every customer pays the same price for the phone!

= Explain the lower monthly cost: I know that paying "insert specific down payment amount" upfront is a lot but if we look at the monthly cost, you will only have to pay "insert specific monthly EIP cost" per month instead of "insert monthly EIP cost if $0 down". And at the end of your 24-month installment, the total payments you have made is still equivalent to the original, full cost of the phone which is "insert full retail price of specific phone".

How to move forward with a customer who is not eligible for $0 down or has a high down payment:

= Move forward by discussing applicable offers: The good news is the phone that you'd like to purchase has an ongoing promotion. You will still have to pay the down payment upfront but what will happen is we'll return it back via credits on your bill.

= Move forward by discussing alternative devices: I understand that paying "insert specific down payment amount" today is too much and I am willing to work with you in making sure you get the phone that you need? May I ask what in particular you want or like about the "insert device make and model the customer wants to purchase"?

= Move forward by discussing alternative devices: Thank you for letting me know! Upon checking I see that the "insert make and model of alternative device" has the same "insert feature" you want which allows you to "insert benefit of identified feature" for a fraction of the price! Would you like to consider getting this phone in the meantime?

= Move forward by discussing Smartphone Equality Program: I'm sorry to hear that (you are unable to pay the down payment). Upon looking for alternatives I noticed that you would become eligible for $0 down by "insert month" as long as you continue to pay your bills on time! If you really need a new phone today, I highly recommend getting the "insert alternative device" through our JUMP or Jump on Demand program so that you can easily trade it in once you're eligible for $0 down!

DOWNPAYMENT

= Every customer pays the same price for the product. Down payment costs are unique to each customer's account. Things such as tenure and type of device program can vary by customer. Thankfully, it's just a small portion of the entire device cost upfront and the great news is your payments each month will be smaller.

= We truly hear your concern about the cost. The downpayment depends how high end the phone is, account tenure, the storage of the phone and the available device credits that your account can finance.

= The good thing about it though is that your monthly installment for the device is lower, and this will help you keep your monthly bill as low as possible as well. Shall I take care of your order today?

= I understand that you're frustrated with how much that you need to pay for the down payment. However, down payments vary depending on several factors like account tenure, payment standing, equipment credit available on your account, as well as the full price of the device you'd like to get. Based on the cost of the iPhone 13 Pro Max, down payments are higher since it's a flagship phone. The perks is that the higher the down payment is, the lesser the monthly payments will be, making your monthly cost more affordable.

= I really wanted you to get the best offers out there, XXXX. It's just the down payment is actually based on the account standing and the device itself. Rest assured that all devices have the same full price for all customers. The good thing about it though, even if it has a high down, it'll be easier for you for a long term since the monthly is low.