The SARA+ Process [not done]

What is it? Sara+ is the program we use to sign up customers or help current customers upgrade their devices! It is an app that is only downloadable on Apple Devices. 

 

Wondering how it works? Here is a step by step guide to the Sara+ process. If you have questions ask a leader! 

*Note: These screenshots were taken a long time ago so the devices and promotions are inaccurate.

Step 1: Login to Sara

You will enter your Email and Password and then click ORDER ENTRY to proceed.

Step 2: Face Identification

Sara is going to prompt you to open your TELEMAPPER APP.

 

You'll open Telemapper and open "Face Recognition."

 

You'll then lift up the phone to align your face in the center of the white circle and it should auto validate and allow you to continue the order.

Step 3: Login to your retailer.

You'll select either TARGET or COSTCO. It should only show one OR the other.

You will then select your store number. You DO NOT need to memorize the numbers. It should only show the retailer you are closest to. (Aka the one you are at)

Step 4: Adding Customer Info

You will be met with the following screen. You will fill out all of the information boxes besides MOBILE PHONE. Make sure you accurately spell their name, email and phone number. Then proceed to fill out the Service addres. 

*Note: You can not use a PO BOX as a service address. The address must be valid. Sara+ will not let you proceed if it is not.

Step 5: SKIP THIS PAGE

You'll be prompted to pick a VIDEO PROVIDER and a INTERNET PROVIDER you can just scroll down all the way to the bottom and select, "NONE" for both.

Step 6: Picking the type of service

You'll be brought to a page with two circles (We do not sell DIRECTTV so it will NOT appear) You will then be prompted with identifying the TYPE of customer. 

  • Click NEW CUSTOMER when the Customer is switching to AT&T!
  • Click EXISTING CUSTOMER when the Customer is already with AT&T!

Step 7: Identifying how you will build their order.

You are now going to tell Sara+ how many lines the order will have and whether or not they are keeping their numbers. 

  • If your customer has 3 lines you will request 4 lines from the top of the page. 

We always request one more line then what the customer has incase they decide to purchase a watch or tablet!!

  • If one person is keeping their phone number (Otherwise known as PORTING IN their phone number.) you click the yes option.

Next you will be informing the customer AT&T is going to do a credit check. 

THIS IS NOT A HARD CREDIT PULL - make sure to inform them.

...you can use the following structure...

Step 8: Putting in Credit Check Info

You will need to ask the customer to give a 4-8 digit passcode. We recommend only 4 digits. It should be something they can remember.

*You should/can write it down for them on their rehash sheet!*

Put the Customer date of birth into the system then have the customer put their social in. 

Make sure they put it in correct or it can derail the interaction and make you redo it.

Take it back and input their Drivers license number, the state and the expiration date. 

The ID had to be a physical card and NOT expired.

Step 9: Putting in Membership info (Costco Only)



<-- Make sure you input the membership number correctly. They just need the number with them it can be pulled from the App or Costco Website.

Step 10: Authenticating Customers ID

What are you doing? 

     You are making sure the Customers ID is valid, current and who they say they are by sending a photograph of their ID into the system.

 

First you will either put your Phone Number of Email into one of the boxes and hit, "Send my authentication link" 

Youll click the link, follow the prompts and then take clear and concise photos of the front and back of the customers ID.

Step 11: Applying Discounts

You'll be prompted with a discount page. This page is where you can scroll down and apply an appreciation discount.

 

To receive an appreciation, discount the customer must currently be employed to receive that discount (UNLESS THEY ARE A VETERAN)

 

Please review your product knowledge on Discounts.

Step 12: Start building their order!

Every new line will contain the following required info. You will start with selecting the device and then moving down the list until everything is filled out.

 

#1 You must first determine if the customer is receiving a new phone or is bringing over their old one.

Select Device Selection. 

You will be prompted with a choice, to create a new device or a BYOD (Bring Your Own Device).

If they are BYOD you will need to make sure the phone is UNLOCKED = the customer has fully paid off the device. 

 

After clicking on New device you will be prompted to select the device the customer will be receiving. 

After selecting the device you’ll select the storage capacity of the phone. 
IF YOU HAVE NOT VERIFIED DEVICE STORAGE WITH THE CUSTOMER, MAKE SURE TO DO IT NOW.

 

You then get to Select the best part of phone shopping - THE COLOR! 

 

After those are selected the "Shipping Estimate" will be accurate and you can inform the customer how long till they can expect their device.

It is normally 1-3 days.

 

Click Close and move onto selecting the wireless data plan they want.

 

You will have 3 options

  • Starter
  • Extra
  • Premium

Make sure you choose the correct plan for the correct phone!!!