Cellular Sales

What's up my fellow C-Sockians? Welcome to C-Socky Training. My name is David Gelley and today we are going to go over the five step returns process. So let's get to it. When completing a return, you'll want to follow the five step returns process. Check for the correct ESN, look for damage, check for missing items, reset the device and finish the return. Just remember Elmer Fudd and you'll do great. Be very quiet. I'm hunting rabbits. First off, you're gonna want to make sure that you'returning the proper ESN or IMEI. You can typically find this 10 to 15 digit code by either checking the back of the device, under the battery, in the SIM card slot or by checking for it in the device information settings. This step is extremely important as customers can bring in the wrong boxes with the incorrect ESN listed on the UPC. If this is ever the case, be sure to charge the appropriate restocking fee for the incorrect or missing box. Next, you'll want to thoroughly look over the entire phone to determine its current condition. If the phone is in But if the customer is returning a phone that shows signs of minor wear and tear, then we would charge them a $35 restocking fee. Examples of minor wear and tear include small amounts of dust lodged within keypads, ports or speaker grills, very light scratches on the display or back of the phone, and light scuffs or scratches around the edges of the device. Anything beyond this, we will not accept back. Damage such as dents, obviously noticeable scratches, cracked screens, and liquid damage will be ineligible for return even if it's defective. Once again, these policies still apply even if the phone is defective. When checking the condition of a device, you'll want to start by checking all four corners for scratches and dents. Nine times out of ten, if a phone is dropped, it will land one of the corners. So be sure to check all of the corners first. After that, move to the sides, top, and bottom to look for additional damage. Next, check the display for any scratches or cracks. These can sometimes be hard to find, therefore you should always wipe off any fingerprints or smudges from the screen with a cloth, and then tilt the phone around to ensure that the screen is intact. Light scratches that require tilting the phone around to notice would be considered wear and tear. It should almost be hard to find, and that's kind of the point. Anything that is obvious to the eye by just looking directly at the phone would be considered actual damage. After examining the display, move to the back of the device and check for similar damage to the back panel and camera lens. Next, be sure to inspect the charging port for any bent prongs. Lastly, you'll want to open up the SIM card slot and shine a light inside of the phone to look for the watermark indicator. This might be a bit hard to find, but just do your best. If the indicator is smudgy pink in color, then it has liquid damage, but if it still has a checkered white and pink pattern, then you're good to go to the next step. For basic phones, just remove the back cover and check for the watermark indicator under the battery. After looking over the entire phone for damage, you'll want to check for any missing items. A list of contents can generally be found on the back of the box. Check to ensure that the customer brought back the proper box, cord, power brick, manuals, headphones, and adapters if applicable. If anything is missing, then you'll need to refer to our restocking feature to ensure that all of the proper fees are charged to the customer and not you. Next, you'll want to properly factory reset the device. All smartphones should first be connected to your store's Wi-Fi to guarantee a complete reset and removal of accounts. For Android devices, go into Settings, then Accounts, select an account, and then the Remove Account button. Do this with each account until all have been removed. Next, go to the Security tab and remove any fingerprints or passcodes that remain on the phone. Once those steps are completed, proceed to Factory Reset the device. When the phone boots back up, log back into the Wi-Fi and follow the prompts until you get to the Sign In screen with a Skip button on the right side. If you see this screen, then everything should be reset. But if you see a screen that says Verify your account, then you'll need to have the customer log back in so you can check to see if you missed anything the first time around. For Apple devices, go into Settings, click the Account at the top, go to iCloud, and scroll down to Find My iPhone and turn this off. Next, go back to the account, scroll down to the bottom, and select Sign Out. Once the account has been removed, you can proceed with the Factory Reset. When the phone boots back up, log into the Wi-Fi and follow the prompts until you get to the Set Up as New iPhone page. Select this button, and if it allows you to get through without entering in a passcode, then everything should be reset. Basic phones are much less tedious, so you can just ask a fellow rep or GM to provide you with the steps on how to do this. When all of these steps have been completed, finish up anything you may have left to complete in Omni and RQ. Then fill out your equipment return report form, and put the return in the Returns bin to be shipped back to the IC. That's it! Five easy steps and you're done. Just make sure to take your time, pay attention, ask questions if you need to, and you'll do just fine. And feel free to go back to this video at any time if you need a little refresher. Alright everyone, that's all I had for you today, and just remember, anytime you're processing a return, let Elmer Fudd be your guide. Now, let's go get those sales!