5) Plan Selection and Device options
Customers will get available plan offer based on validations and availability.
Bring Your Own Phone (BYOP)
If customers want to use their own cell phone, the Bring Your Own Phone (BYOP) option will have to be checked. As soon as this option is selected, the Carriers section will become available. Applicants will have to select among the different options provided:
The carrier availability will depend on the area where the customer is located. Some locations will have more options available than the rest.
As you can see, there will be an option, GSM Unlocked Phone, that will always be available. Since there is no need to find out information about any carrier when selecting this options, it is recommended for agents to present it first. In this way, agents do not need to make further questions in regards to the carrier.
Suggested Script:
Agent: Since you have selected to Bring your own phone, may I know if the smartphone that you will use is Unlocked? Or does it have a specific carrier?
On the other hand, if customers mention that they have a specific provider, agents will have to present the carriers available for the location where the customer resides. In the example from above, agents should first present the Unlocked Phone option and, if the applicant does not apply for it, inform that T-Mobile is also available.
If the carrier that the applicant wants is not available in the list provided by CSR, agents will have to inform them that, in order to apply for the service, a different application method should be selected.
If the customer ends up applying through the Bring Your Own Phone option, the enrollments will go through their regular course, where all the interfaces will verify the applicant’s eligibility.
First, all documents process must be completed, based on the State of California’s rules. In the case of the customer applying via CSR, a specific process will be completed.