Device Discovery, Upgrades, and Post-Order Support Training Guide

Vocabulary flashcards covering T-Mobile device ecosystems, BTS devices, transactional applications, and shipping procedures for retail staff.

iOS

The operating system used by Apple devices, noted for its user experience, privacy, and integration with other Apple products.

Android

A mobile operating system that offers hardware variety, customization options, and a wide range of price points.

BTS devices

Short for 'Beyond the Smartphone,' these include hotspots, wearables, tablets, SyncUP DRIVE, and trackers.

Hotspot devices

A type of BTS device that provides data for families and users while on the go.

Sam's and Costco locations

Specific retail environments that do not keep inventory on hand, where every customer transaction must be shipped.

Neighborhood store

A retail location where products are typically kept on hand, allowing customers to leave with their device immediately.

T Life

An app used for streamlining the upgrade process, adding device protection, and completing transactions like add-ons.

Tapestry

The system used by experts to perform device upgrades, which may be replaced or supplemented by T Life in certain retail modes.

Equipment installment plan

An agreement that the customer must sign before leaving the store; failure to sign results in order cancellation.

Manufacturing warranty

A standard coverage for devices that supports hardware issues but does not cover accidental damage like dropping a phone.

Protection 360 (P360)

A protection plan that primary account holders can add via T Life if their device purchase was made over $30$ days ago.

Device condition check

An evaluation in the T Life app used to determine eligibility for protection, involving screen and audio tests.

Mirror test

A recommended evaluation method in T Life where a customer uses a mirror to capture front and back images of the device using QR codes.

James

A persona described as a tech enthusiast who upgrades to the newest model immediately and heavily customizes his devices.

Joon Lee

A persona representing a family focus, whose primary priorities are budget-friendly options and plans for multiple family members.

Average family mobile spend

A statistic mentioned by Joon Lee stating that families spend over $200$ per month on mobile services.

Sean

A retired military persona who values simplicity, reliable support, and devices with larger screens.

Breaking News

The section on the front page of a T-Mobile internal post where new application launches and features are announced.