Trainer Guide Stage 1

Question 1

1. Make an Impression

Accepted Answer

a. Warmly Welcome
b. Uncover Needs

Question 2

2. Make a Match

Accepted Answer

a. Personalize Solution
b. Gain Agreement

Question 3

3. Make a Friend

Accepted Answer

a. Thoroughly Educate
b. Sincerely Thank

Question 4

4. Exceed

Accepted Answer

a. Exceed is the online training platform. Once you receive your Global ID, your exceed training will begin it; may take 8-10 days to receive Global ID.
 b. Cricket Exceed is also the Knowledge center for ALL questions and answers about Cricket wireless.

Question 5

5. Chat to the MAX

Accepted Answer

Chat to the Max is a handy tool, with a live agent, used to handle customer disputes.

Question 6

6. Cricket Core

Accepted Answer

$55/ mo Max of 3Mbps data speed; video streaming at 1.5 Mbps. After 22 GB/Line/mo., Cricket may slow data speeds when network is congested.

Question 7

7. Cricket More

Accepted Answer

Video streaming at 1.5 Mbps. Cricket may temporarily slow data speeds when the network is congested. Video streaming at SD quality (about 480p).

Question 8

8. 5 GB Plan

Accepted Answer

5 GB high-speed data allowances, speeds will be reduced to 128Kbps max if you exceed your plan's monthly data allowance.

Question 9

9. 2 GB Plan

Accepted Answer

2 GB high-speed data allowances, speeds will be reduced to 128Kbps max if you exceed your plan's monthly data allowance.

Question 10

10. Cricket Protect

Accepted Answer

$8 mo phone insurance Comprehensive phone coverage to meet your real-life needs $29 cracked screen repair as soon as same-day for eligible devices in select areas A fast and convenient replacement process to get a working phone back in your hands Protection from having to buy a new phone at full retail cost 16GB of photo and video storage with myPhotoVault

Question 11

11. Cricket International, $5/mo

Accepted Answer

With Cricket International, you can keep in touch with friends and family around the world for one low rate. Get unlimited calling to landlines in 35 countries from the U.S., including Argentina and Paraguay, the UK, Brazil, Nigeria, and Israel. Add this feature to your monthly plan and cancel at anytime. For the best value, add Cricket International to your account at the beginning of your monthly billing cycle.

Question 12

12. Cricket International Extra, $15/mo

Accepted Answer

Cricket International Extra includes all the features of Cricket International (unlimited landline calls from the U.S. to 35 countries). Plus, you get unlimited picture/video messaging (MMS) to 35 countries. And 1,000 minutes of mobile-to-mobile calling from the U.S. to 31 countries. Add this feature to your monthly plan and cancel at anytime. For the best value, add Cricket International Extra to your account at the beginning of your monthly billing cycle.

Question 13

13. Auto-Pay

Accepted Answer

Cricket offers a $5 monthly service credit for customers enrolled in Auto Pay with an eligible rate plan. This includes current Cricket Unlimited plans, and $40/mo+ grandfathered plans. The credit is applied at the account level at the end of each month.

Question 14

14. DTV NOW

Accepted Answer

A streaming service by Direct TV that allows customers to watch live television, record, and watch shows/movies on demand.

Question 15

15. My Cricket App

Accepted Answer

Make payments, check data, view usage, change your plan, or add features. You can do it all on your smartphone. You can manage your Cricket account on the go with the myCricket app.

Question 16

16. Refer A Friend

Accepted Answer

Refer A Friend is a customer referral program that allows you to earn up to $250/year by referring your friends to Cricket (10 referrals per calendar year).

Question 17

17. Mobile Hotspot

Accepted Answer

With Mobile Hotspot, you take the Cricket network with you whenever, wherever we have coverage in all 50 U.S. states. Add the Mobile Hotspot feature to qualifying plans and your cell phone becomes a Wi-Fi Hotspot among multiple devices at the same time!

Question 18

18. Trade up Clover

Accepted Answer

If your current phone powers on and has a working screen, you may qualify for a credit towards the cost of a new Cricket phone. Go to your Cricket store to get a quote for the trade-in value of your phone. If you trade it in, you can immediately apply the credit toward a new Cricket device?and possibly some accessories too.

Question 19

19. Progressive Leasing

Accepted Answer

A Cricket Wireless tool, that allows a customer to take home a high end device for a low initial payment of $49.99

Question 20

20. Paylocity

Accepted Answer

Paylocity is the web-based platform that Noble Venture Wireless, inc. uses to help us manage and maintain payroll; as well as employee performance and evaluation. Recruiting tool Onboarding tool Payroll Management - Paylocity allows you to login and get any and all documents related to your payroll. Evaluation Platform - evaluations will be done throughout training, and an assessment will be done by the managing supervisor before training can be completed. Training - throughout training (your selection as a trainee does not guarantee a position as an advocate) Advocate - ongoing evaluation Manager - monthly evaluation District Manager - quarterly evaluation Hoopla Training Manual - The training manual is available for all new trainees. Employee Handbook - This is where you find all policies and procedures. This is where all tools related to Velocity are located.

Trainer Guide Stage 1

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1. Make an Impression

Key Terms

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Term	Definition
1. Make an Impression	a. Warmly Welcome b. Uncover Needs
2. Make a Match	a. Personalize Solution b. Gain Agreement
3. Make a Friend	a. Thoroughly Educate b. Sincerely Thank
4. Exceed	a. Exceed is the online training platform. Once you receive your Global ID, your exceed training will begin it; may take 8-10 days to receive Global ID. b. Cricket Exceed is also the Knowledge center for ALL questions and answers about Cricket wireless.
5. Chat to the MAX	Chat to the Max is a handy tool, with a live agent, used to handle customer disputes.
6. Cricket Core	$55/ mo Max of 3Mbps data speed; video streaming at 1.5 Mbps. After 22 GB/Line/mo., Cricket may slow data speeds when network is congested.
7. Cricket More	Video streaming at 1.5 Mbps. Cricket may temporarily slow data speeds when the network is congested. Video streaming at SD quality (about 480p).
8. 5 GB Plan	5 GB high-speed data allowances, speeds will be reduced to 128Kbps max if you exceed your plan's monthly data allowance.
9. 2 GB Plan	2 GB high-speed data allowances, speeds will be reduced to 128Kbps max if you exceed your plan's monthly data allowance.
10. Cricket Protect	$8 mo phone insurance Comprehensive phone coverage to meet your real-life needs $29 cracked screen repair as soon as same-day for eligible devices in select areas A fast and convenient replacement process to get a working phone back in your hands Protection from having to buy a new phone at full retail cost 16GB of photo and video storage with myPhotoVault
11. Cricket International, $5/mo	With Cricket International, you can keep in touch with friends and family around the world for one low rate. Get unlimited calling to landlines in 35 countries from the U.S., including Argentina and Paraguay, the UK, Brazil, Nigeria, and Israel. Add this feature to your monthly plan and cancel at anytime. For the best value, add Cricket International to your account at the beginning of your monthly billing cycle.
12. Cricket International Extra, $15/mo	Cricket International Extra includes all the features of Cricket International (unlimited landline calls from the U.S. to 35 countries). Plus, you get unlimited picture/video messaging (MMS) to 35 countries. And 1,000 minutes of mobile-to-mobile calling from the U.S. to 31 countries. Add this feature to your monthly plan and cancel at anytime. For the best value, add Cricket International Extra to your account at the beginning of your monthly billing cycle.
13. Auto-Pay	Cricket offers a $5 monthly service credit for customers enrolled in Auto Pay with an eligible rate plan. This includes current Cricket Unlimited plans, and $40/mo+ grandfathered plans. The credit is applied at the account level at the end of each month.
14. DTV NOW	A streaming service by Direct TV that allows customers to watch live television, record, and watch shows/movies on demand.
15. My Cricket App	Make payments, check data, view usage, change your plan, or add features. You can do it all on your smartphone. You can manage your Cricket account on the go with the myCricket app.
16. Refer A Friend	Refer A Friend is a customer referral program that allows you to earn up to $250/year by referring your friends to Cricket (10 referrals per calendar year).
17. Mobile Hotspot	With Mobile Hotspot, you take the Cricket network with you whenever, wherever we have coverage in all 50 U.S. states. Add the Mobile Hotspot feature to qualifying plans and your cell phone becomes a Wi-Fi Hotspot among multiple devices at the same time!
18. Trade up Clover	If your current phone powers on and has a working screen, you may qualify for a credit towards the cost of a new Cricket phone. Go to your Cricket store to get a quote for the trade-in value of your phone. If you trade it in, you can immediately apply the credit toward a new Cricket device?and possibly some accessories too.
19. Progressive Leasing	A Cricket Wireless tool, that allows a customer to take home a high end device for a low initial payment of $49.99
20. Paylocity	Paylocity is the web-based platform that Noble Venture Wireless, inc. uses to help us manage and maintain payroll; as well as employee performance and evaluation. Recruiting tool Onboarding tool Payroll Management - Paylocity allows you to login and get any and all documents related to your payroll. Evaluation Platform - evaluations will be done throughout training, and an assessment will be done by the managing supervisor before training can be completed. Training - throughout training (your selection as a trainee does not guarantee a position as an advocate) Advocate - ongoing evaluation Manager - monthly evaluation District Manager - quarterly evaluation Hoopla Training Manual - The training manual is available for all new trainees. Employee Handbook - This is where you find all policies and procedures. This is where all tools related to Velocity are located.
21. Velocity	Velocity is the daily performance management tool available at Cricket Wireless. Daily Goal Sheets (This is where you set the tone for the day) Must be started at the beginning of your shift Complete at end of shift Daily Huddle Performed daily in Paylocity to review previous day's activity and set store's daily goal. Delivered by store manager or, Done by district manager Observation Report (In-person observation of sale activity) This is done by the store managers or district managers thru Paylocity Direct Feedback Model (Review of Observation Report) Includes tools, trick and tips to enhance sales Helps overcome personal objections (etc. selling with own pocket.) Helps to overcome customers' objections Includes commitment to improve performance
22. Cricket Protect plus	11$ monthly Comprehensive phone coverage to meet your real-life needs Unlimited $29 cracked screen repair as soon as same-day for eligible devices in select areas As soon as next-day device replacement to get a working phone back in your hands Protection from having to buy a new phone at full retail cost Everyday device tech help with myExpertTM, Unlimited storage to protect your photos and videos with myPhotoVaultTM