QUESTIONS FOR PLAN CHANGE

1. Do you use hotspot?

2. Do you like streaming? (Watch series, movies, playing video games)
3. Would you like me to change the plan effective today or the next billing cycle? (This option is the
best one in order to avoid prorated charges)
EXPECTATIONS:
1. While I make the change, I want to let you know the current plan you have is a grandfathered,
so it means once is changed for a new one, the current one will no longer be available, do you
want me to continue?
2. As we are changing the plan effective today it will cause prorated charges and credits on the
next bill. No worries, after that, the bill will be $xxxxx
3. I would like to kindly let you know that any price reflected on your customer service summary
is not including your monthly recurring discounts/credits. It only shows the base price of your
monthly recurring charges. This is the reason the rates may be a lot higher than expected, this
because there are no discounts included, also taxes and fees are based on the highest rates
per state, and the ones reflecting are not the actual fees you will get

QUESTIONS FOR AN UPGRADE OR NEW LINE WITH NEW PHONE

1. Do you have any device in mind?
2. Do you prefer Apple or Android?
3. What do you use your phone for? (Take pictures, gaming, streaming, watch series and movies,
only for calling and texting, etc)
4. What are you looking for on a phone? (Good camera, better for gaming, size, big screen, etc.)
5. What color would you like? We have xxx, ccc, bbbb, hhhh and mmmm
6. Would you like to add Next up feature for only $5.00/mo, this allows you to upgrade once the
phone is 50% paid by trading in the old one.
7. Let’s go ahead and add insurance for your phone, with protect advantage for 1/4 you will have
up to 3/8 claims per year, it will cover your phone against Loss, Theft, Damage, Out-of-Warranty
Malfunction, but the improvement in this protect advantage is focused on unlimited battery
replacement, ProTech support, Unlimited photo storage and lower screen repair cost, totally
worth it! for only $17/$45 and it will cover. Let's go ahead and add it now!
EXPECTATIONS:
1. While we are upgrading the line ending in xxxx, I would kindly let you know that there will be
an upgrade fee of $30.00 on the next bill, no worries at all, this is a one-time charge, so it
won’t appear on the other bills.
2. Now that we upgraded your phone the bill will be in total $xxxx //// the bill increase will be in
total $xxxx

QUESTIONS FOR NEW LINES

1. How many lines are you going to add?
2. May I know if you would like to keep your number or get a new one?
3. Can you confirm to me if you will bring your own device or would you like to purchase a new
phone?
4. SAME QUESTIONS AS IF IT’S A NEW PHONE!
5. Do you have any plan in mind? We have xxx, xxx, xxx
6. Would you like to enroll in APPB discount and save $10.00/mo per line?
7. May I know your occupation or where do you work? This question is in order to check the
available discounts we have for you right now
EXPECTATIONS:
1. While we are adding a new line, I would kindly let you know that there will be an activation
fee of $30.00 on the next bill, no worries at all, this is a one-time charge, so it won’t appear on
the other bills.
2. Please keep in mind that there will be prorated charges on the next bill for the service the new
line used before the cycle from xx/xx/2022 to xx/xx/2022 started. No worries, those are one-
time charges. Your bill after that will be $xxxx

QUESTIONS WHEN ASKING FOR DISCOUNTS

1. May I know your occupation or where do you work? This question is to check the available
discounts we have for you right now
2. Are you or any member of the account a military/veteran, teacher, first responder, doctor,
nurse, or physician or works for Microsoft?
3. We have an amazing discount for enrolling in Autopay and Paperless billing, may I know if you
would like to take advantage of this discount today?
EXPECTATIONS:
1. You will receive some emails within 14 days confirming the information about the enrollment
and need to submit the documents and IDs probing you are the one attached to the job and
the account holder
2. The discount takes within 2-3 bill cycles to be reflected (appreciation discount is retroactive
but signature is not)

QUESTIONS WHEN ENROLLING ON AUTOPAY

1. Can you confirm to me what payment would you like to use for the enrollment?
2. Here is the information for you to enroll online with your payment method and the discount you
will receive is for $xxxx
EXPECTATIONS:
1. The discount takes within 1-2 bill cycles to be reflected but there is nothing to be worried
about, it is retroactive

QUESTIONS WHEN BILL IS SO HIGH?

1. Have you made any changes on your account recently?
2. Can you confirm to me the line attached to the charges?
3. Did you add a new line recently or purchase a new phone?

QUESTIONS WHEN CHANGING THE DUE DATE:

1. May I know if you would like to change the dure date just for this month or from now on?
PAYMENT ARRANGEMENT: (one time only)
1. What day would you like me to set up the payment arrangement?
2. Would you like to use any specific payment method for the payment or would be ok online?
3. The minimum amount allowed is $xxx, shall I proceed?
EXPECTATIONS:
1. The payment arrangement doesn’t avoid the suspension after the account is past due
2. It doesn’t avoid late payment fees
BILL CYCLE CHANGE: (from now on)
1. What day would you like your payment to be due?
EXPECTATIONS:
1. Before we change you billing cycle we need to check if this option is available in your service
area, please keep in mind that when a billing cycle is changed you will see prorated charges to
get all the billing back on track with the new dates. In order to continue, I will explain you
what you will pay the next three months:
-First month - you must pay your current billing cycle
-Second month - you will have a prorated "short" cycle bill.
-Third month - you will start with the billing cycle on the new date you select.

QUESTIONS NON-PAYMENT SUSPENSION

1. By any chance do you remember the last time the wireless bill was paid?
2. May I kindly ask the reason why the past due balance couldn’t be paid before? This is in order to
check all the available options for you
3. In order to restore the service, the past due balance of $xxxx needs to be paid, I really want to
help you out today, may I kindly ask if the payment can be processed today?

QUESTIONS FOR ToBR

1. What line/lines would you like to transfer?
2. Is the other person more than 18 years old? This question is because a soft credit check needs to
be made while making the process.

QUESTIONS FOR INTERNATIONAL ROAMING USAGE

1. Have you been abroad recently?

2. Have you been near to the border?
3. Where did you travel?
4. May I know how long have you been there?
5. How long were you there?
6. When did you travel?

QUESTIONS FOR INTERNATIONAL CALLING

1. May I know if you have called to a different country recently?
2. What country did you call to?
3. Do you call that country very often?