Cricket Wireless cuh
what is the monthly cost of cricket protect (including both insurance and service warranty)?
$8 per month per device
are there any limitations on how many claims a customer can file?
3 claims per consecutive 12-month period, maximum replacement value of $2,500 per occurrence (rep needs to know where to find deductibles by device with job aid, using insight, phone claim.com or promo price list
Can the representative attempt to explain in the lease terms to the customer?
A. Progressive must approve the lease b. the customer can lease up to 5 devices and up to 5 accessories with an initial lease payment of $49.99 c. at least one phone costs $149.99 or more d. customer has no obligation to purchase the leased items e. Progressive provides flexible payment options including early 90 day buy purchase option f. customer will own their devices and accessories after they make all payments due to Progressive g. if the customer has additional questions about their lease terms, the them to call Progressive Customer Care at 877-898-1970
Can the representative accept the lease disclosures or sign the lease on the customer's behalf?
No
Can the representative ever assist the customer in entering information on the tablet?
No
Does a customer's identity need to be verified for a PPP lease transaction?
Yes
how is a customer's identity verified before accessing their account in RQ?
a. pin b.security question c. government issued photo ID ( photo on ID must be of the person in the store and name on the ID must match the account name.
when should a consent disclosure be provided to the customer?
always read customer the CPNI disclosures before offering a product or service
When should a copy of the lease be printed and provided to customer?
anytime a customer requests a copy
how does the customer receive a copy of the cricket protect terms and conditions?
customers that enroll will also receive a copy in the mail
what is the lease termination policy during the first 7 days?
during the first 7 days return the phone and accessories to cricket to full refund
what kinds of lease payment options does a customer have?
flexible weekly, bi-weekly, or monthly payment options, including early 90 day buy out option
What is an acceptable form of customer identification?
government-issued picture identification such as: passport, driver's license, state identification, or military identification
If the customer has questions about the application or lease, what should you do?
instruct the customer to call progressive customer care at 877-898-1970 or provide a copy of the brochure.
what kind of replacement device will the customer receive?
new or refurbished device of the same or like kind and quality model. Phone color, brand, model and features may be different. Compatibility of accessories is not guaranteed.
Are there any non-approved in-store phone payment program (PPP) ads, brochures or other marketing materials displayed or provided to customers?
no
does the customer have to buy cricket protect coverage?
no, coverage is optional and can be cancelled at any time
what is the lease payment amount collected by the store?
only the initial lease payment,ent of $49.99 (Ca: up to $49.99) all subsequent payments are made to progressive
what should be done if the customer calls the store asking for help that requires accessing their account RQ?
refer the customer to customer support at 1-800-Cricket or ask them to visit your store in person, inform the customer that the account cannot be accessed over the phone
What should you do if the Progressive Lease will not print?
say stop the transaction and contact progressive's merchant support for Cricket 844-772-7425
what is the lease termination policy beginning day 8?
starting on the 8th day return the phone and accessories to progressive without a refund
Where are the terms and conditions of Cricket Protect located in case the customer wants to view them prior to purchase or at any time?
the T&C's can be found on phone claim.com/cricket or a brochure
when do you provide a customer with a cricket protect brochure?
whenever the customer enrolls in cricket protect or cricket protect plus and if a Spanish speaking customer provide a Spanish language brochure
is there an additional cost to file a claim when customer has cricket protect and do you know where to find specific deductible amounts?
yes, customers pay a deductible based on the device/model when filing a claim. They can find specific deductible amounts in cricket exceed, job aids or phoneclaim.com/cricket.$10-$250, depending on device
is insurance available as a stand-alone purchase instead of the full cricket protect?
yes, we are required to make this available to New York customers, and they can enroll by calling care. The standalone feature is $5 per month and does not cover lost or theft.
