Un-Carrier Experience Observation-CM

• Un-Carrier Experience Observation-MD

• Prepared by

• RSA

• Conducted on

  Date
• Location
  Address

Make it Personal

• Be Your Un-Carrier Self

  Yes

  No

  N/A

• Have a two-way conversation

  Yes

  No

  N/A

• Spend time on what matters

  Yes

  No

  N/A

• *Match needs to Un-Carrier moves

  Yes

  No

  N/A

• Have Serious Fun

  Yes

  No

  N/A

Explore & Discover

• Explore hands on, side by side

  Yes

  No

  N/A

• *Own Our Network

  Yes

  No

  N/A

• Demonstrate products & features

  Yes

  No

  N/A

• Offer competitive comparison

  Yes

  No

  N/A

• Match their pace

  Yes

  No

  N/A

Problem Solved

• *Listen, show empathy & apologize

  Yes

  No

  N/A

• Appreciate routine transactions

  Yes

  No

  N/A

• Take ownership

  Yes

  No

  N/A

• Focus on resolution

  Yes

  No

  N/A

• Use resources & tools

  Yes

  No

  N/A

• Follow up

  Yes

  No

  N/A

Guide the Purchase

• *Ask personalized questions

  Yes

  No

  N/A

• Uncover @Work Needs

  Yes

  No

  N/A

• Explain why T-Mobile

  Yes

  No

  N/A

• Share product, service & network expertise

  Yes

  No

  N/A

• Give your personal recommendations

  Yes

  No

  N/A

• Overcome hesitations

  Yes

  No

  N/A

• Drive the purchase decision

  Yes

  No

  N/A

Stay Connected

• Put the device in their hand...Ready to go

  Yes

  No

  N/A

• *Set the right expectations

  Yes

  No

  N/A

• Review the self-serve options

  Yes

  No

  N/A

• Connect on their terms

  Yes

  No

  N/A

• Offer to help friends & family

  Yes

  No

  N/A

• Ask for feedback

  Yes

  No

  N/A

• RSA Acknowledgment

  Sign