Sub Dealer Training
Handbook
Metro Basics:
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Coverage / Calling Area
Metro Promise
Warranty vs. Non-Warranty
Programming
Handset Troubleshooting
WNP
Insurance
Metroanswers Web Site
Metro Basics
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Coverage Area
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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.
Metro Promise
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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
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Warranty vs. Non-Warranty
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Repairing your phone within 30 days of purchase**
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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**
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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
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Non-Warranty Issues (Voided Warranty)
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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.
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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.
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The Product serial number plate or the enhancement data code has
been removed, defaced or altered.
Metro Basics
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Programming
Manual Handset Programming Motorola V262/V266
Manual Handset Programming Audiovox 8900, 8910
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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 NAM1 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
screen.
Manually power the phone off and back on again.
*** More Programming Guides are available on metroanswers
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Enter # # 2 0 0 2 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 A570
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
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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
camera, MP3
Bluetooth
Technology
Color
Screen/Speaker
Camera Phone
Color
Screen
Color
Screen/Sp
eaker/FM
Radio
Color
Screen/Spea
ker/ Camera
Color
Screen
Speaker/flashli
ght
Metro Basics
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Wireless Number Portability Procedures
1.
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 metroPCS 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 metroPCS 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.
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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
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Insurance
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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 A610, A670, A850
Kyocera Rave(KX433C), S14, 1155, 2235
Kyocera Slider(SE47), K612(Strobe)
Nokia 2270, 3585, 3586i, 6015, 2116i, 2125i
Nokia 3205, 6165, 6225, 6235, 6255, 6265
Audiovox 8500, 8615
Audiovox 8900, 8910
Motorola V262
Motorola V266, RAZRV3C
Samsung N330, A570, A645
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When Am I Covered?
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Coverage begins the first day of your second month of service, as long as your account has been paid.
Conditions
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Metroguard allows 2 phones claims in a 12 month period, beginning with the date of the first loss.
Metro Basics
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MetroAnswers
 www.metroanswers.com
sfsub
 Metro123
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Full of Information
 Dealer
Reference Material
 Forms and Marketing Materials
Metro Features:
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Greet Me Tones
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Travel Talk
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UDA (Unlimited Directory Assistance)
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Metro WEB
Metro Features
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Q: How is a ringtone different from a GreetMe Tone?
A: A ringtone is what you hear your phone play when someone calls you. A GreetMeTone is what
your callers hear when they call you, instead of the standard "ring ring".
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Q: Does it matter what type of phone I have?
A: No, GreetMe Tones works with all phone types.
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Q: How do I know if I'm eligible to sign up for GreetMe Tones?
A: To sign up for GreetMe Tones you must have access to the Internet. In addition, you must be
on a $35 calling plan or higher.
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Q: How much and where can I get GreetMe Tones?
A: The feature is $1.75 per month, once you’ve added the feature to your plan login to
www.greetmetones.com . GreetMe tones vary in price from $1.99 for standard tones to $2.49 for
premium tones.
Metro Features
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Travel Talk
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Traveling consists of two types of new features:
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The following handsets are TravelTalk capable:
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Nokia 2270, 3585
LG 1200
Kyocera Rave
The Following handsets are not TravelTalk Capable:
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Kyocera 2235, 1155, S14, Slider
Nokia 2116i, 2125i, 3586i, 6015i, 3205, 6225, 6235i, 6255i
Audiovox 8500, 8900, 8910, 8615
LG 5400, 3200
Samsung a570, a610, a670, n330
Motorola v262, V266
Any future MetroPCS handsets
The following handsets may only be used for Travel in another MetroPCS market:
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MetroPCS Traveling (Traveling in other Metro markets)
TravelTalk (Traveling outside any MetroPCS coverage)
Sony Ericsson T61c or T206
How to update your phone's roaming capability:
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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
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Unlimited Directory Assistance (UDA)
 Ask
all you want with metro411 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
MetroPCS phone.
Metro Features
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metroWEB
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For $5.00 a month metroWEB 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
MetroWeb:
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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
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The following handsets support
MetroWeb:
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Audiovox 8615
Audiovox 8910
Kyocera Strobe*
Motorola v262
Motorola v266
Motorola RAZR
Nokia 3205
Nokia 6225
Nokia 6235i
Nokia 6255i
Nokia 6265i
Samsung a570
Samsung a645
Samsung a850
***Handsets to be launched later in 2006.
Selling 101:
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Qualifying The Sale
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Overcoming Objections
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Closing The Sale
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Referrals
Selling 101
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Qualifying The Sale:
 Difference
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between open / close ended questions.
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
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Overcoming Objections:
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Have a rebuttal response ready for common questions.
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(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:
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F.A.B process (Feature / Action / Benefit)
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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
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Closing The Sale:
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sales people go through the entire sales
process but don’t ask for the sale at the end.
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Closing Techniques:
 Look
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for the “Yes”
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
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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:
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Independent Advertising
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Flyers
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Contests
Growing The Business
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Independent Advertising:
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The MetroPCS 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.
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The font size ratio of “MetroPCS” to “Authorized Dealer” should be no less than 4:1.
Growing The Business
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Fliers:
 Available
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on www.metroanswers.com
Contests:
 Create
contests for your employees to stay motivated.
 If you need ideas ask your account rep.
WebA
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Requirements
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Certificate Requested
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Training Completed
WebA
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Requirements:
 Minimum
number of acts per month
 Computer / Printer / High Speed Internet
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Certificate Request:
 When
you have all the requirements your
location will be considered for installation of
web activations
Merchandising:
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Brochures
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Posters
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Coverage Maps
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SOS Forms
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Dummy Phones
Merchandising
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Brochures:
 Only
display up to date brochures. Once you’re
provided with new materials dispose of all old
collateral.
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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
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Coverage Map
 Know
how to explain the coverage map to customers.
Difference between Full Coverage and Mobile
Coverage Areas.
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SOS Forms
 Should
be filled out with each web act. The customer
should receive the yellow copy with all the terms and
conditions attached.
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Dummies
 Keep
dummy phones clean and in good condition.
This is a reflection of our company and the products
we choose to sell.