Sub Dealer Training Handbook Metro Basics n n

Sub Dealer Training Handbook

Metro Basics: n n n n Coverage / Calling Area Metro Promise Warranty vs. Non-Warranty Programming Handset Troubleshooting WNP Insurance Metroanswers Web Site

Metro Basics n Coverage Area Make sure to show customers our coverage map. (Point out new coverage and expansion) ¨ Service area shown is not a guarantee of service. Coverage is an approximation and can vary depending on terrain, electrical interference, and/or atmospheric conditions. ¨ n Metro Promise The phone must be returned within 30 days of purchase with less than one hour of talk time ¨ The phone must be in "like new condition" and contain all original packaging and accessories ¨

Metro Basics n Warranty vs. Non-Warranty ¨ Repairing your phone within 30 days of purchase** n n ¨ Bring your phone to an authorized service location for inspection and possible replacement. If the phone is found to be defective, receive a "like for like" replacement immediately Repairing your phone after 30 days of purchase** n Bring your phone to an authorized service location for inspection and possible replacement. If the phone is found to be defective and within the manufacturer's warranty period, you may receive a replacement phone. Additional charges may apply. See store personnel for additional information ** Excluding phones that show signs of outside physical damage or are no longer within the manufacturer’s warranty.

Metro Basics n Non-Warranty Issues (Voided Warranty) ¨ The Product has been subjected to abnormal use, abnormal conditions, improper storage, exposure to moisture or dampness, unauthorized modifications, unauthorized connections, unauthorized repair, misuse, neglect, abuse, accident, alteration, improper installation, or other acts which are not the fault of the manufacturer. ¨ The Product has been damaged from external causes such as collision with an object, or from fire, flooding, sand, dirt, windstorm, lightning, earthquake or damage from exposure to weather conditions, an Act of God, or battery leakage, theft, blown fuse, or improper use of any electrical source, damage caused by computer or internet viruses, bugs, worms, Trojan Horses, or damage caused by the connection to other products not recommended for interconnection by the manufacturer. ¨ The Product serial number plate or the enhancement data code has been removed, defaced or altered.

Metro Basics Manual Handset Programming Motorola V 262/V 266 Manual Handset Programming Audiovox 8900, 8910 On the keypad, press P-H-O-N-E-# (74663#), then Menu and Menu again. At the Security menu screen, enter 587846 and press OK. Highlight NAM 1 and press select. Highlight MIN and press Change. Use clear key (CLR) to erase existing digits if necessary. Enter 10 digit MIN and press OK. Arrow down to MDN, and press Change. Use clear key (CLR) to erase existing digits if necessary. Enter 10 digit MDN and press OK. Arrow down to CDMA Sys ID (SID) and press Change. Use clear key (CLR) to erase existing digits if necessary. Enter 5037 for San Francisco 040 numbers or 5007 for Sacramento 030 numbers. Press OK. Press Done, then press the END key (button with the red phone icon). Phone will power off and back on. NOTE: programming menu is very time-sensitive; if there is a delay entering the initial code, the request will time-out and you will have to begin again. Manual Handset Programming Nokia Enter Programming Access Code *#639# Enter Service Programming Code 5 8 7 8 4 6 Press OK Accepted will display on the screen and then disappear. At the Language prompt, select the appropriate language and press Select At the Own Number (MDN) window, enter the 10 digit MDN assigned in the work order. At the Mobile ID (MIN) window, enter the 10 digit number that was assigned in the work order. At the Changes screen, highlight Save and press Select The message “Phone Activation Successful” will display. The phone will go back to the main n Programming screen. Manually power the phone off and back on again. *** More Programming Guides are available on metroanswers Enter # # 2 0 0 2 and depress the END key (key with the red phone icon). At the Security Menu, highlight option 1 Set NAM and depress the OK key. At Please Enter your code, enter the six digit security code 587846. “Welcome to NAM Programming” will display on the screen. At the Sub Setup menu, select Phone Number to program the MIN. ( The MIN must be programmed BEFORE the MDN!!) Use the Back key to erase existing digits if necessary. Enter the 10 -digit MIN and depress the OK key to Store the number. Back at the Sub Setup menu, select DIR Number to program the MDN. Use the Back key to erase existing digits if necessary. In the 8900, the MDN MUST ALWAYS be programmed even if it is the same number as the MIN. It WILL NOT auto-populate in the DIR Number field. Enter the 10 -digit MDN and depress the OK key to Store the number. Back at the Sub Setup menu, select Home SIDs. Use the Back key to erase existing digits if necessary. Enter the appropriate SID and select OK. SF=5037 Sac=5007 Depress the End key (button with the red phone icon) to exit Service Programming. The phone will power off and then power back on. Manual Handset Programming Samsung A 570 Turn on the handset. Depress the key for Menu, then depress the 9 key. At the Setup menu, depress 4 for Display. At the Display menu, depress the * (star) key. When the System Prog window displays, enter 587846. At Service Mode window, the ESN will display. Depress the right side of the Navigation button (@ sign) to move through the menu. The first screen after the ESN is the MDN. Enter the 10 digit MDN and depress the right side of the Navigation button (@ sign). The next screen (Phone Number) is the MIN. Enter the 10 digit MIN if it is different from the MDN. Depress the right side of the Navigation button (@ sign) twice to display the Home SID. Enter the appropriate SID. San Francisco=5037 Sacramento=5007 Depress the END key. The phone will power off and then power back on.

Metro Basics n Handset Troubleshooting ¨ If a phone doesn’t charge try a different battery or a different charger. ¨ Sometimes phones get “frozen” power cycle the handset by removing the battery. ¨ Be clear and detailed when filling out trouble tickets for service centers. QWERTY keyboard, bluetooth, camera Bluetooth, 2 megapixal Bluetooth or Col camera, MP 3 Tec hno log y Screen/Sp eaker Camera Phone Color Screen/Spe aker/FM Radio Color Screen/Speak er/ Camera Color Screen Speaker/ flashlight

Metro Basics n 1. 2. 3. 4. 5. 6. 7. 8. 9. Wireless Number Portability Procedures Dealer completes the 'WNP Dealer Port LOA' form above and customer signs. Dealer makes a copy of customer’s photo ID. Dealer makes a copy of customer's bill. Make sure the quality of the copy is good. Note: Only one page with customer's account number, mobile number, name and address is required. Additionally, if the customer is on a prepay plan, no bill copy is required If dealer has web activation tool, ALL new account activation ports must be completed through the web; check with your metro. PCS account representative if you do not know how to complete a port request. If dealer does not have the web activation tool, for any port/number change on an existing metro. PCS account, and for any port on a reactivated phone, the port request will be completed by the SF Region office. Be sure to mark the attached form appropriately. Dealer faxes all three documents above to (510) 217 -6370 Dealer completes their normal Start of Service Form; one page is given to customer and one kept on file with dealer. This does not need to be faxed. If the port is to be completed by the SF Region office, the account will generally be set up within 2 hours. Porting rep will call-back dealer if additional info is needed. If the port is to be completed by the SF Region office, porting rep will contact dealer with MIN, account number and approximate monthly bill amount. Dealer will then program customer’s phone with MIN. Customer can begin making outbound calls but cannot receive incoming calls until the porting is complete and customer’s current carrier releases the number. Please set the customer’s expectation at 24 hours for the porting to be complete for a wireless number and approximately 5 business days for a landline port. If they have not received a call within 24 business hours, please instruct the customer to call the Porting Group at 1 -800 -518 -7519 to research the status. IMPORTANT!! The customer should not request to port his/her number unless the contract with their current carrier has already expired or is expiring the day of the request. If the porting request arrives at their current carrier’s system prior to the end of the contract date, the other carrier will most likely impose the early termination penalty on the customer.

Metro Basics n Insurance n Call 866 -862 -3397 or go to http: //www. phoneclaim. com/ Asurion Services Program A Program B $50 Deductible $85 Deductible LG/LX 1200, 5400, 3200 Samsung A 610, A 670, A 850 Kyocera Rave(KX 433 C), S 14, 1155, 2235 Kyocera Slider(SE 47), K 612(Strobe) Nokia 2270, 3585, 3586 i, 6015, 2116 i, 2125 i Nokia 3205, 6165, 6225, 6235, 6255, 6265 Audiovox 8500, 8615 Audiovox 8900, 8910 Motorola V 262 Motorola V 266, RAZRV 3 C Samsung N 330, A 570, A 645 n When Am I Covered? ¨ n Coverage begins the first day of your second month of service, as long as your account has been paid. Conditions ¨ Metroguard allows 2 phones claims in a 12 month period, beginning with the date of the first loss.

Metro Basics n Metro. Answers ¨ www. metroanswers. com n sfsub n Metro 123 n Full of Information ¨ Dealer Reference Material ¨ Forms and Marketing Materials

Metro Features: n Greet Me Tones n Travel Talk n UDA (Unlimited Directory Assistance) n Metro WEB

Metro Features n Q: How is a ringtone different from a Greet. Me Tone? A: A ringtone is what you hear your phone play when someone calls you. A Greet. Me. Tone is what your callers hear when they call you, instead of the standard "ring". n Q: Does it matter what type of phone I have? A: No, Greet. Me Tones works with all phone types. n Q: How do I know if I'm eligible to sign up for Greet. Me Tones? A: To sign up for Greet. Me Tones you must have access to the Internet. In addition, you must be on a $35 calling plan or higher. n Q: How much and where can I get Greet. Me Tones? A: The feature is $1. 75 per month, once you’ve added the feature to your plan login to www. greetmetones. com. Greet. Me tones vary in price from $1. 99 for standard tones to $2. 49 for premium tones.

Metro Features n Travel Talk ¨ Traveling consists of two types of new features: n n ¨ The following handsets are Travel. Talk capable: n n n n ¨ n n Nokia 2270, 3585 LG 1200 Kyocera Rave The Following handsets are not Travel. Talk Capable: n ¨ Kyocera 2235, 1155, S 14, Slider Nokia 2116 i, 2125 i, 3586 i, 6015 i, 3205, 6225, 6235 i, 6255 i Audiovox 8500, 8910, 8615 LG 5400, 3200 Samsung a 570, a 610, a 670, n 330 Motorola v 262, V 266 Any future Metro. PCS handsets The following handsets may only be used for Travel in another Metro. PCS market: n ¨ Metro. PCS Traveling (Traveling in other Metro markets) Travel. Talk (Traveling outside any Metro. PCS coverage) Sony Ericsson T 61 c or T 206 How to update your phone's roaming capability: n n While in your home Metro market, dial *228 from your handset. After choosing the language, hit 2 to Update Your Roaming Capabilities. Follow voice prompts. Voice and phone should indicate whether the update is successful.

Metro Features n Unlimited Directory Assistance (UDA) ¨ Ask all you want with metro 411 Unlimited Directory Assistance for $2. 00 per month. You will hear the number, AND you will receive a text message containing the name and phone number you requested. Receive residential, business and government phone listings for anywhere in the U. S. , Canada or Puerto Rico when you dial 411 from your Metro. PCS phone.

Metro Features n metro. WEB ¨ For $5. 00 a month metro. WEB allows customers the ability to access the WEB directly from their handsets. ¨ Below is a summary of some of the things customers can do with Metro. Web: n n n Get up-to-date news, including local news Check sports scores Get movie times and buy movie tickets Get directions Check the local weather Search the web n The following handsets support Metro. Web: ¨ ¨ ¨ ¨ Audiovox 8615 Audiovox 8910 Kyocera Strobe* Motorola v 262 Motorola v 266 Motorola RAZR Nokia 3205 Nokia 6225 Nokia 6235 i Nokia 6255 i Nokia 6265 i Samsung a 570 Samsung a 645 Samsung a 850 ***Handsets to be launched later in 2006.

Selling 101: n Qualifying The Sale n Overcoming Objections n Closing The Sale n Referrals

Selling 101 n Qualifying The Sale: ¨ Difference between open / close ended questions. n n n Closed Ended ( yes or no answers) Open Ended ( Supplies more information) Planting Seeds: ¨ Use learned information to “customize” our service ¨ Don’t information dump!

Selling 101 n Overcoming Objections: ¨ Have a rebuttal response ready for common questions. n n n (Example : How come you don’t have free phones? ) Mr. / Mrs. Customer, I understand your initial investment for the price of the phone may seem high but you do receive your first month free, and no activation fee and with our service you’ll end up saving more in the long run. Show Don’t Tell: ¨ F. A. B process (Feature / Action / Benefit) n n n Feature – UDA (Unlimited Dir Assist for $2. 00 per month) Action – If you’re on the road you can get phone numbers Benefit – Cheaper then landline costs, Text messaged info

Selling 101 n Closing The Sale: ¨ Most sales people go through the entire sales process but don’t ask for the sale at the end. n Closing Techniques: ¨ Look for the “Yes” n n n Wouldn’t you like to save money every month? YES Not having to worry about minutes sound good, right? YES Would you like to get started today and start saving? YES

Selling 101 n Referrals: ¨ Don’t be afraid to ask customers to refer friends to you. ¨ Ask when qualifying… “Could anyone else in your family benefit from having wireless service? ” ¨ Offer incentives for customers to give you business. (Build a rapport)

Growing The Business: n Independent Advertising n Flyers n Contests

Growing The Business n Independent Advertising: ¨ The Metro. PCS Authorized Dealer Logos can appear in two colors or in black and white. When placing the Logo on your marketing or promotional materials, use the variation most appropriate to your audience and marketing budget. You must retain the colors of the Logo. Do not alter or change the colors of the logo. ¨ The font size ratio of “Metro. PCS” to “Authorized Dealer” should be no less than 4: 1.

Growing The Business n Fliers: ¨ Available on www. metroanswers. com n Contests: ¨ Create contests for your employees to stay motivated. ¨ If you need ideas ask your account rep.

Web. A n Requirements n Certificate Requested n Training Completed

Web. A n Requirements: ¨ Minimum number of acts per month ¨ Computer / Printer / High Speed Internet n Certificate Request: ¨ When you have all the requirements your location will be considered for installation of web activations

Merchandising: n Brochures n Posters n Coverage Maps n SOS Forms n Dummy Phones

Merchandising n Brochures: ¨ Only display up to date brochures. Once you’re provided with new materials dispose of all old collateral. n Posters: ¨ Promotional posters should be removed and disposed of at the end of each promotion. If you need replacement posters make sure to contact your rep.

Merchandising n Coverage Map ¨ Know how to explain the coverage map to customers. Difference between Full Coverage and Mobile Coverage Areas. n SOS Forms ¨ Should be filled out with each web act. The customer should receive the yellow copy with all the terms and conditions attached. n Dummies ¨ Keep dummy phones clean and in good condition. This is a reflection of our company and the products we choose to sell.