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Training Guide for New Associates

Revised 10-27-16

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Training Guide for New Associates

Revised 10-27-16

DAILY LEARNING & DISCUSSIONS SHADOW

SCHEDULE

ROLE PLAY

SCHEDULE

Day 1: Next Generation Wireless & US Cellular Shadow Trainer N/A

Day 2 thru 7: Sales Process Shadow Trainer Daily Instructions

Day 8: Device Protection Shadow Trainer 5 Steps

Day 9 & 10: Devices & Accessories Shadow Trainer 5 Steps

Day 11: Plans, Features, and Contracts Shadow Trainer 5 Steps

Day 12: Retired Plans Shadow Trainer 5 Steps

Day 13: TOPS, RIM, Customer Privacy, and New Account Drive on Floor n/a

Day 14 & 15: Using RIM Drive on Floor n/a

Day 16: Billing and Bill Payments Drive on Floor 5 Steps

Day 17 & 18: Customer Usage, Account Reviews & Opp Calls Drive on Floor 10 Opp Calls

Day 19: Wireless Standard + Understanding Store &

Associate Report

Drive on Floor 10 Opp Calls

Day 20: Wireless Number Portability Drive on Floor 5 Steps

Day 21: Working with Emotionally Charged Customers Drive on Floor Charged Up

Day 22 & 23: Troubleshooting, Return/Replacement Options,

and Fraud

Drive on Floor n/a

Day 24: SMB & In-Store Prospecting Drive on Floor 5 Steps w/ SMB

Emphasis

Day 26: Drive & 5

Steps Role Play

Day 27: Drive & 5

Steps Role Play

Day 28: Drive & 5

Steps Role Play

Day 29: Drive & 5

Steps Role Play

Day 30: Drive & 5

Steps Role Play

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Training Guide for New Associates

Revised 10-27-16

How to Log into the Agent Foundations Courses:

1. Open up the Internet Explorer. On the home page,

click on AOLR:

2. Enter your login information (this has been

emailed to you) and click Login:

3. On AOLR homepage, go to Tools & Links > Training

Overviews > Agent Foundations

4. On the Agent Foundations page, click on the course

you would like to complete under the section ‘Lesson

Links’:

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Training Guide for New Associates

Revised 10-27-16

How to Log into the LMS Courses: 1. Open up the Internet Explorer. On the home page, click

on ALMS:

2. Enter your login information (this has been

emailed to you) and click Login:

3. Click on the Training Catalog tab. Enter the LMS course code (listed from your packet Training Guide for New

Associates) in the ‘Search for’ box and then click on the Search tab:

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Training Guide for New Associates

Revised 10-27-16

Day 1: Next Generation Wireless & U.S. Cellular

SALES LEADER: NGW’s mission statements a. Discuss why they’re important and how you, as an associate, can align with it

Mission Statement External

Our commitment is to be the leader in

every community we serve and to provide

an exceptional experience to our

customers by offering innovative

solutions while demonstrating passion

and loyalty.

Mission Statement Internal We strive to be an elite organization who is

always evolving and paving the way to be a desired employer through

empowering associates to achieve their dreams and encouraging forward

thinking. Everything we do should help us achieve this mission. If we are

doing something that does not help us achieve it, we are wasting time. It is up

to you to focus on this mission and suggest ways we can improve what we do

to achieve our vision.

SALES LEADER: Review the US Cellular Dynamic Organization Documents (pages 7 & 8) a. Discuss the importance of keeping the DO in mind when working with customers

SALES LEADER: Show Trainee how to access Agent Foundations courses in AOLR

SALES LEADER: Show Trainee how to access the LMS Courses & how to search for courses

LMS courses __ LMS Navigation for Associates – Course code: LMS-10000web

__ Information Security Awareness – Course code: AD-45220Aweb __ Information Privacy Awareness – Course code: AD-20340Aweb __ CPNI Awareness - Course code: AD-20350web __ PCI Data Security Awareness – Course code: AD-45230web

Agent Foundation courses Foundations Overview __ Foundations Overview

Introduction to U.S. Cellular __ Lifecycle of the customer __ Partner with Others __ Agreements Overview

Tools __ Navigate uscellular.com __ Navigate the AOLR

Learn about Next Generation Wireless (discuss with Sales Leader when done viewing)

__ Watch the Culture Video on our Careers Page: http://www.ngwtoday.com/careers/ __ Watch the About Us video on our About Us Page: http://www.ngwtoday.com/about-us/

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Training Guide for New Associates

Revised 10-27-16

What are NGW’s 8 Core Values? (found on the About Us Page)

TRAINER: find following items in OLR & discuss purpose of each area with Trainer:

The Buzz

_______________________________________

Word of the Day

_______________________________________

Procedures

_______________________________________

Policies

_______________________________________

Device index

_______________________________________

Equipment pricing

__________________________________________

Current promotions

__________________________________________

Current Plan Pricing

__________________________________________

PED

__________________________________________

Retired Plans

___________________________________________

To find this in the AOLR… Follow these steps…

Specialty plans Log into AOLR. Click on Pricing & Promotion > Specialty Plans

Current device pricing Log into AOLR. Click on Pricing & Promotion > Equipment Pricing

Current promotions Log into AOLR. Click on Pricing & Promotion > Promotions Current

Past promotions Log into AOLR. Click on Pricing & Promotion > Promotions Current. Select from the Most Recent Promos

Employee Discounts (PED) Log into AOLR. Click on Pricing & Promotion > Partner Employee Discount

A-Z Procedure matrix Log into AOLR. Click on Policies > A-Z Policy Index

Troubleshooting Guide Log into AOLR. Click on Troubleshooting Guide

Device Index Log into AOLR. Click on Equipment/ Network > Device Index. Select the type of device

How to Program a device Log into AOLR. Click on Equipment/ Network > Device Programming > *228

15 Day Guarantee Calculator Log into AOLR. Click on Tools & Links > Calculators > 15 Day Guarantee Calculator

Proration Calculator Log into AOLR. Click on Tools & Links > Calculators > Proration Calculator

Termination Fee Calculator Log into AOLR. Click on Tools & Links > Calculators > Term Fee Calculator

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Training Guide for New Associates

Revised 10-27-16

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Training Guide for New Associates

Revised 10-27-16