Openings

Thank you for calling tracfone wireless this is Mauricio, how can i help you? No information.

Thank you for calling tracfone wireless this is Mauricio, are you calling regarding to the number
xxxxx? Whit information

Activation new customer

Ask the customer if he or she already made the setup process if its an android device skip it if its
an apple device proceed

whit the setup then continue whit the activation (for reactivation set up inquiry is not
needed)

Check IMEI/ESN status if active proceed if not customer must contact the store, advice the
customer that he or she can verify by dialing *#06#, back of the phone

Process the activation acording to the manual enter zip code email and date of birth of the
customer if, warm welcome the customer. Once that the activation its done read the
summary to Educate the customer about 611611 ADD and BALANCE, also advice the customer
about end of service.

Reactivation
Follow the same steps as the activation for new customer, at this time check if the esn or min its
on past due or used and warm welcome the costumer.

Min-Pin-Thankyou
Ask customer if he or she is using credit or debit card if yes transfer the call, if not follow the
procedures listed below.

3. Go to Transactions/Redemption

4. Ask the PIN (Count 15 Digits)

5. Redeem

6. Confirm the PIN is added (to the customer) The Account Summary will appear.

7. Remind customer about 611611 Check Balance and Add Airtime

8. Offer Loyalty Rewards

9. Advice the customer when is the Service End Date

Upgrades
Open the call.

Ask the customer if the phone from tracfone or belongs to another company , ask the customer if
he or she proces the initial set up for android skip if not and for apple complete the set up

Verify the customer account whit challenges and check that the account is in active status,
Request the ESN of the device and the 15 digit number of the simcard

If the customer is calling from the same phone that they are upgrading ask if they have another
number where we can call them, if not check Customer calling from the phone that process will
delay the procedure.

Process the transaction, and test all features , offer auto refill and lyalty rewards remind the
service end date and close the call