Issuu

AC T I VAT E O C T O B E R 2 0 1 9 / / B Y U LT R A M O B I L E

ANN O U N C IN G TH E

3 MONTHS

FREE PROMOTION! THE

ISSUE RETAILERS TELL

HAUNTED TALES OF PAST CUSTOMERS

THE

TIPS & TRICKS FOR AN ULTRA TREAT

SCARIEST QUESTIONS

TO CARE ANSWERED

W E

! H

LI MI TED TIME OFFER

3 MONTHS

FREE PROMOTION!

OCTOBER 2019

CUSTO M E R S WHO P UR CHAS E A 3 G B 3 MO N T H P L A N GE T AN AD D IT IONAL

3 M O N T HS F R EE! Ultra Mobile is thrilled to announce our new 3 Months Free Promotion on our 3GB Multi-Month plan, which will launch on October 1, 2019. This new promotion provides customers with even greater value than ever, and effectively lowers the monthly price down to $11/mo over 6 months. Not only does this promotion provide a great value for consumers, but also gives you, our valued retail partners with an exciting offer to meet your customers’ needs and grow your base.

Customers who take advantage of this promotion still receive all of the great features they are used to, including:

In addition, we are also offering 6 Months Free with the purchase of a 3GB 6 Month plan for customers who want an even more free months! This brings the per month price down to $10.50 over 12 months!

UNLIMITED TALK TO 80+ INTL DESTINATIONS

GB 4 G LT E

PER M ON T H

UNLIMITED NATIONWIDE TALK, GLOBAL TEXT & DATA

HIGH-SPEED 4G LTE MOBILE HOTSPOT CAPABLE

In order to qualify for the promotion, customers must be new subscribers who have not been an Ultra customer over the past 60 days. In addition, we welcome port-ins, but customers who portin from T-Mobile or any T-Mobile partner are not eligible for the promotion. A full list of ineligible providers as well as FAQs will be available on the Retailer Portal. Promotion valid on Multi-Month 3 Month Plan. Not valid on Classic 3 Month Plan.

T H A N K YO U F OR HE L P ING MAKE THIS PROMOTION A HUGE SUC C ES S !

YOUR

SCARIEST QUESTIONS ANSWERED TIPS & TRICKS TO HELP YOU EARN MORE TREATS Spend less time calling support and more time with customers with these commonly asked questions and answers from our dedicated Retailer support team.

OCTOBER 2019

What features are included with each plan?

Where is the latest POP?

All information is available on the Retailer portal. Retailers can find brochures that list out what’s included in each plan under Resources > Plans.

Find all the latest POP, all 8.5" x 11" inserts and posters in both large sizes available under Resources > Print Ready Collateral.

How do I move a customer from one plan to another? Retailers can change Ultra customer’s plans by utilizing the Manage Plan option under Manage Subscriber.

(555) 534-5998

How do I confirm a renewal date for my customers? Can I see if a renewal payment has been processed? All of this information can also be found under Manage Subscriber. If the customer is on a Multi-Month plan, you can find both when their current month ends (i.e. when their data will Recharge) and when their actual plan ends. The expiration date listed marks the last day of the customer’s current plan. The following date is the customer’s Recharge date (if Auto-Recharge is enabled). Note: Single-Month plan changes can be scheduled at the start of the next billing period or immediately. However, Multi-Month plans cannot be changed until the end of the “paid through” date.

OCTOBER 2019

If a returning customer comes in, how can I check which plan they are on?

(555) 534-5998

For a quick and easy way to confirm what plan your customer is on, go to the Retailer Portal > Manage Subscriber to find all the useful information you need to touch base with your customers in-store. Plan details are displayed under the customer’s phone number. Just click on the information icon !

(555) 534-5998

We continue to make improvements to every aspect of our business, because our business is your business. Though we’re always happy to hear from you, we want to save you time and money so you can spend more time growing your business to its full potential. We hope these tips and tricks bring you lots of Ultra treats—and bonuses!

All experienced salespeople are haunted by customer experiences they wish might have gone differently. What separates the good from the best is the knowledge that each customer interaction

can turn into a great learning experience. In celebration of Ultra Mobile’s 7th anniversary this month, we’re celebrating the Retailers who have been with us for many moons.

OCTOBER 2019

Octavio Martinez

El Correcaminos Chicago, IL Ultra Retailer Since Oct. 2012

Mohammed Walee

Unique Universal Multi Services Hamtramck,MI Ultra Retailer Since Jan. 2013

What was your most challenging customer experience?

My store is located in a mostly Hispanic neighborhood, and I was new in the business. My English was very limited at the time, and an elderly lady came into the store, and was very upset, yelling and showing me her phone. I didn't understand anything at all because she was speaking to me in Malay! She was from Malaysia. Her English was very limited; same as mine and I had several customers in the store at the time.

This location also does insurance services, and FEDEX drop offs, and when a customer had an issue with his calling features to Bangladesh, he threatened to take away the rest of his services, including his car and home insurance. He also threatened that through word of mouth, he could stop a majority of his customers from coming back.

How did you change the situation into a positive experience or sale? I was very patient, and gave her time to explain to me with our very limited English and I ended up allowing her to loan a phone while trying to fix her phone. She ended up purchasing a brand new phone and an Ultra plan! To this day, she is still my customer and has been referring friends and family ever since!

Do you have any general tips on How to deal with difficult customers? Stay calm, listen, and try to help. Patience is a virtue, and should be applied to all walks of life.

How did you change the situation into a positive experience or sale? I was able to call customer service to troubleshoot the issue with his phone, and ended up giving him a free month of service on the house! He ended up referring his family who recently came to Hamtramck. Now they all do business at our location from insurance to driving school, shipment pick-ups, drop-offs, etc.

Do you have any general tips on How to deal with difficult customers? “The customer is always right” is not as cliché as it seems, especially since without them there is NO business.

Mohamed Elmakaky

4-G Wireless Services Dearborn, MI Ultra Retailer Since Oct. 2015

What was your most challenging customer experience? Recently, I was waiting on a port to clear from a competitor and it was taking much longer than expected. The customer grew more and more furious with us, and said he’d never come back to this establishment. We were concerned because negative reviews by word of mouth can really hurt a tight cultural community like this in Dearborn, MI.

How did you change the situation into a positive experience or sale? I was able to call the competitor we were porting out from and with my diligence, and the patience of the customer, I was able to figure out the porting issues. The customer ended up adding more money to his account to assure he stayed with us, when he could have easily gone to the many neighboring businesses.

Do you have any general tips on How to deal with difficult customers? Treat your customers like family, and have patience. The more you care, the more they’ll share!

Bushra Ahmed

Skytele LLC Falls Church, VA Ultra Retailer Since Feb. 2014

What was your most challenging customer experience? Recently, a gentleman came in looking for an affordable plan & decided to go with Ultra’s $19 plan. I rang him up. When buying any new service the first payment is always larger because of the activation fee, but the customer didn’t seem to think much of it. A month later,

Amin Pichardo

Fordham Wireless The Bronx, NY Ultra Retailer Since Oct. 2012

What was your most challenging customer experience? Once, a customer came rushing into the store and asked for a $25 simple mobile plan. Customer returned a few hours later realizing he wanted an unlimited plan but we were unable to change it for the customer. The customer began yelling and cursing, creating a disturbance for other people in the store.

OCTOBER 2019

the customer returned to pay his bill and saw the extra fee. The customer was upset and suggested he was being scammed and that he might even take me to court for charging more than the advertised price.

How did you change the situation into a positive experience or sale? I explained that the fee is from Ultra and no matter what store you go to, you will have to pay that fee. Luckily, while all this was going on another customer came in to pay his bill. This customer also verified that any other store would charge the same exact fee. The first

customer calmed down and apologized, paid his bill and left.

Do you have any general tips on How to deal with difficult customers? Always remember customers are just human and they might be having a bad day and are just taking it out on you. Also, if you let people vent their frustration a little, as long as they are not violent or verbally abusive, they will most likely calm down and be more willing to listen. Lastly, never actually tell people to calm down. That generally makes them get more irate.

HOw did you change the situation into a positive experience or sale?

Do you have any general tips on How to deal with difficult customers?

After letting the customer calm down, we informed the customer that they can't change the current plan and the unlimited plan would cost an additional $25. The manager got approval to pay the difference of the plan for the customer and switch them to $50 Ultra so they would be able to have the unlimited data plan immediately. The customer was extremely happy, promised to tell all of their friends to shop here and kept apologizing for their behavior.

The best way to deal with customers is to remain calm and be patient. Once they are done yelling and screaming, you can nicely ask questions, explain to them the situation and attempt to help them. Even when it's a situation where you aren't able to solve the problem, customers usually are grateful and apologize for their rude behavior. Most customers are just frustrated when they don't understand how to resolve their issue.

A C T I V A T E B Y U LT R A M O B I L E

Can You Catch all the

Black

Cats L

When witches go riding, And black cats are seen, The moon laughs & whispers,‘Tis near Halloween! How to Play

1. Find all the black cats in this issue of Activate 2. Keep track of the letters on each cat and solve the phrase for an Ultra treat 3. Submit your answers to retailertrivia@ultra.me by October 15th 4. All correct answers will be entered into a random drawing to win a $100 Gift Card!

FIRST E A R T L U AMBL R C S WORD NNER! WI

You Must Include to Win ● Your name

● Business name ● City, State

● Ultra Retailer Code

● When you started selling Ultra

CONGRATULATIONS ANDREW ARENAS

BL Mobile 2 in Astoria, NY Check your email for details on how to get your giftcard Thank you for playing.

OCTOBER 2019

LET’S GET DIGITAL THE NEW ULTRA MOBILE APP IS AVAILABLE NOW! The new Ultra Mobile app has a sleek new look with new and improved features to connect your customers (and help you earn more) seamlessly. Here are a few snapshots of what Ultra subscribers can do! ● View current plan and remaining data balances in real-time ● Update personal information and settings ● View INTL call and transaction history ● Recharge plans and purchase add-ons Remind your new and returning Ultra subscribers to download the Ultra Mobile app to improve their experience and grow your base. Retailers will still earn residuals on any in-app payments. *See October Retailer Compensation Details and FAQs for additional details. Helping you earn more at the touch of a button--that’s the power of the new and improved Ultra Mobile app!

R E TA I L E R C O M P E N S AT I O N P R O G R A M

RESIDUALS REWARDS ULTRA MOBILE'S CLASSIC PLAN COMPENSATION PROGRAM As you know, we have always been an industry leader with paying strong residuals, helping to ensure our Retailers have recurring revenue with Ultra, we realized that it would help even more if we increased your share!

RESIDUALS

Ultra Mobile Retailers will now earn 15% residuals on new and existing customers in your base!* Yes, that is right; we are paying 5x more residuals than before.

INSTANT SPIFF

AIRTIME MARGIN

FOR NEW AND EXISTING CUSTOMERS!

15%

CLASSIC 1-MONTH PLAN

CLASSIC 1-MONTH PLAN REFILLS

10%

2-24 MO. FOR CLASSI C 1 - M ONT H 4-24 MO. C LASSI C 3 - M ONT H 4-24 MO. FOR EXI ST I NG CUSTOM E R S *

5x more

residuals residuals than than before. before. 3% FOR MONTHS 25+ 6% IF ON AUTO RENEW

CLASSIC 3-MONTH PLAN

CLASSIC 3-MONTH PLAN REFILLS

AVAILABLE VIA ULTRA MOBILE AUTHORIZED TSPS! Earn your Instant Spiff and Airtime Margins with Epay, IAS and T-Cetra for all Ultra Mobile Classic 1-Month and Classic 3-Month Activations. *Paid based on tenure of account. 19

See RETAILER COMP FAQs FOR DE TAI L S

Multi-month ULTRA MOBILE

PLAN COMPENSATION PROGRAM

EARN

AIRTIME MARGINS

OR AUTO RECHARGE MARGINS Our goal in unrolling new Multi-Month Plans is helping customers save more and our valuable Retailers make more! Here we break down everything you need to know to get paid for growing that base.

SEE RETAILER COMP FAQS FOR DETAILS 20

Earn Margins on All Ultra Flex Products! Ultra Retailers like you will earn a fixed margin up to 2x the industry standard rate on all Ultra Flex sales you make. E

YOU'LL EARN

AIRTIME MARGINS OR

AUTO RECHARGE MARGINS

Not getting 20%? Reach out to your Ultra Master Agent or Sales Representative to learn how! Or click here to view our Retailer Comp FAQs now!

RETAILER SUPPORT Ultra is supported by our incredible Retailer Support (RSR) Team. Our trained staff strives for one-call resolution while providing technical assistance, as well as general support. We also provide Retailer tools to assist customers directly on UltraAgents.com via the ‘Manage Subscribers’ tab.

RETAILER SUPPORT CAN BE REACHED AT :

855-664-6638 RETAILER SUPPORT HOURS : English: 6:00a - 6:00p PST / 9:00a - 9:00p EST Spanish (Press 2): 6:00a - 6:00p PST / 9:00a - 9:00p EST Chinese (Press 3): 6:00a - 6:00p PST / 9:00a - 9:00p EST

CUSTOMER SERVICE Please share our Customer Service number with your customers should they wish to speak with a Care Representative who can provide account support.

Ultra Mobile Customer Service can be reached at 888-777-0446 or by dialing 611 from their mobile phone.

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K N A TH ! U O Y THANK YOU