Phone Payment Program

Q: What is an acceptable form of customer Identification?

Answer: government-issued picture Identification such as: Passport, Driver's License, State Identification,
or Military Identification? Yes

Q: Does the customer's identity needs to be verified for a PPP lease transaction?

Answer: Yes

Q: Should a copy of the Lease be printed and provided to the customer?

Answer: Yes

Q: What should be done if the Progressive Lease will not print?

Answer: Stop the transaction and contact Progressive's merchant support for Cricket

Q: Can a representative ever assist the customer in entering information on the tablet?

Answer: No

Q: Can the representative attempt to explain the lease terms to the customer?

Answer: No, they can only tell 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 up to $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 out option, f) the customer will own their
devices and accessories after they make all payments due to Progressive, and/or if the customer has
additional questions about lease terms, the customer needs to call Progressive Customer Care

Q: Can the representative accept the lease disclosures or sign the lease on the customer's behalf?

Answer: No
Q: What should the representative do if the customer has questions about the application or lease?

Answer: tell them to call Progressive Customer Care and/or provide a copy of the brochure

Q: What is the lease payment amount collected by the store?

Answer: only the initial lease payment of up to $49.99?

Q: Can the representative explain what the lease termination policy is during the first 7 days?

Answer: Say during the first 7 days the customer can return the phone and accessories to Cricket for a full
refund

Q: Can the representative explain the lease termination policy starting on the 8th day?

Answer: the phone and accessories need to be returned to Progressive without a refund

Q: What kinds of lease payment options does a customer have?

Answer: say flexible weekly, bi-weekly, or monthly payment options, including early 90 day buy out
option

CRICKET PROTECT

Q: When do you provide a customer with a Cricket Protect brochure?

Answer: Whenever the customer enrolls in Cricket Protect or Cricket Protect Plus. If the customer speaks
Spanish, a Spanish language brochure should be provided

Q: what is the monthly cost for Cricket Protect (including both insurance and service warranty)

Answer: $7

Q: Is there any additional cost to file a claim?

Answer: Yes, customers pay a deductible based on the device/model when filing a claim.

Specific deductible amounts can be found in Cricket Insight, or Job Aids or phoneclaim.com/cricket
Q: Are there any limitations on how many claims a customer can file?

Answer: say the customer can only file 2 claims in a 12 month period

Q: Is Cricket Protect Insurance is available as a stand-alone purchase instead of the full Cricket Protect
for $7?

Answer: Yes, and it is available for New York customers through CARE

Q: Where are the terms and conditions of Cricket Protect are located in case the customer wants to
view them prior to purchase or at any time?

Answer: phoneclaim.com/cricket or a brochure

Q: how does the customer receives a copy of the Cricket Protect Terms and Conditions?

Answer: they are mailed to the customer after enrollment

PROTECTING CUSTOMER INFORMATION

Is any customer information (such as post-its with phone numbers/passwords, checkbooks, credit card
information, etc.) left visible in trash cans, printers, counters, and back desk areas? (Point awarded if
No.)

Q: How does a customer's identity get verified before accessing their account in RQ?

Answer: by PIN, Security Question, or Photo ID that matches the account

Q: When is a CPNI consent disclosure should be provided to the customer?

Answer: before entering a customer’s account to offer/change a product or service

Q: What should be done if a customer calls the store asking for help that requires accessing their
account in RQ?

Answer: refer the customer to CARE or ask them to visit a store, and that the account cannot be
accessed over the phone
The material above was pulled directly from a completed audit form. The only changes made was the
removal of the “When asked” and the “did the rep say ” verbiage.

This way a team member can easily locate the auditor’s question, then read back the exact response the
auditor is looking for. Feel free to include this in your 3rd party compliance prep sheets! Note, this should
not be a substitute for the other training documents/exceed courses.

Rh1080