Continuity Services – Prepaid Training Module

This training module will provide you with training related to servicing the pre-paid programs in Family Dollar. Upon completing this training you should have a good understanding of processing customer phone returns, standard wireless phone service objectives and the standard airtime, financial services & gift card visit objectives.

Program Overview

Family Dollar offers customers a variety of prepaid products which include:

· Prepaid Phones

· Prepaid Airtime Cards

· Prepaid Financial Services Cards

· Prepaid Gift Cards

Offering phones from 5 of the top cellphone carriers along with airtime, gift and financial services cards supplied by inComm.

*(Note: Not all stores will carry phones for all carriers).

Prepaid merchandise is displayed in up to five areas in Family Dollar stores.

The prepaid airtime and phone products are normally serviced by 3rd Party during 8 months of each year.

January February April May July August October November

processing customer phone returns

In order for a store to receive credit on customer returned phones, 3rd Party representatives are tasked with preparing each returned item for return. The “transfer out” can only be completed by Store Management and should be initiated at the beginning of the service to prevent additional time in the store.

All customer-returned phones must contain the below items for the store to receive credit. *If any of the items listed below are missing, do NOT include that item in the return as the store will not receive credit and Family Dollar will be billed a processing fee.

Approved returns MUST include the following:

· Phone

· Battery

· Charger

1. Upon Arrival merchandisers are to ask store management to gather all phones for return and initiate a transfer out. *Do this at the beginning of the service to avoid additional time in store as the SM or ASM will need to process this through the store computer.

2. Store Management will be required to complete a transfer out to DC 9991, completing a form for each processing center.

There are 3 processing centers:

· AT&T

· Brightstar – (processes returns for Tracfone & Net10 phones)

· Brightstar – (processes returns for Verizon & T- Mobile)

3. Once the manager has completed the transfer out to DC 9991, and has printed the transfer forms, merchandisers will need to verify the transfer qty. on the form and box up the phones to be returned to each processing center.

4. A copy of the transfer form must be included within each processing centers return box.

Important Notes

· Merchandisers will verify the quantity of phones entered on each transfer form.

· Merchandisers will ensure the phones are boxed up correctly by processing center.

· Merchandisers will identify the correct return label for each processing center and apply it to the correct box of phones to be returned.

Return Labels

Return labels are specific to the carriers processing center. The correct label must be applied to the correct box of returns for each provider. All return labels are provided in the project polybag.

standard Wireless phone service Objectives

Replenish the Phone Merchandise & Airtime Cards

· Ask the manager if they have any back stock of wireless phones and stock the prepaid display with phone merchandise as needed.

Using the magnetic key, (provided by the mgr.) unlock the peg hook you are replenishing.

Inventory the Phone Merchandise

· Record the inventory of all phone merchandise in the store on the provided inventory form.

**Be sure to include back stock merchandise in these counts.

TracFone – Multiple models Net10 – Multiple models

Verizon – 2 models T-Mobile – 1 model

AT&T – 1 model

Service the Dummy Phone Display

Dummy phones are non-working displays that allow the customer to view each phone outside of the packaging

· Using the provided placement guide, verify that all dummy phones are present and positioned correctly.

*Store management can order replacement dummy phones or plates using their PDT gun.

Replacements will be shipped from their RDC (Regional Distribution Center).

Replace Dummy Phones

New cell phone models will be introduced periodically requiring 3rd Party to replace the dummy phone, POP cards, and the schematic labels.

In addition, if a dummy phone is outdated or placed incorrectly, remove & discard the outdated dummy phone or place in the incorrectly positioned phone in its correct position.

The below outlines the steps for removing the security bar and removing and or/adding new dummy phones.

POP Cards

Above each dummy phone there should be two POP cards describing the phones. The top card is written in English, the bottom card in Spanish.

Merchandisers should verify that there are two POP cards in place for each phone. Notify store management of any are missing so that they can be ordered using the stores PDT gun.

Standard airtime, financial services & gift card visit objectives

Family Dollar offers a variety of pre-paid card services. Each service visit, merchandisers will recover the airtime, financial services and gift cards on each pre-paid card fixture.

· Ensure all cards are located in the correct location on each fixture

· Add any back stock that will fit.

· If the store is out of a particular card, notify store management that the card(s) should be ordered using the 1-866 number posted on all pre-paid endcaps.

Airtime Cards

Airtime cards are purchased to add additional talk time (minutes) to a variety of prepaid phones.

Each service visit, merchandisers will recover the airtime cards on the prepaid endcap.

Reference the schematic label in each airtime card slot to verify the cards are displayed in their correct schematic position.

Financial Service Cards Power Panel

The financial services power panel includes cards such as prepaid debit and monetary gift cards.

Gift Cards

Family dollar offers a wide variety of retail gift cards. Gift cards are located in a variety of locations throughout the store.

Impulse Fixture

One side of an impulse fixture will be dedicated to gift cards in stores with two impulse fixtures. Stores with only one impulse fixture will have a gift cards displayed on each end of the impulse fixture.

Checkout Fixture

Many stores have a small gift card fixture at the checkout.

The appearance of the fixture can vary from store to store.

Greeting Card Fixture

Many stores will have a gift card fixture located in the greeting card section

Pre-Paid Card Inventory

During 5 visits per year, merchandisers will be tasked to complete a low-stock inventory of all airtime, financial services, and gift cards. A low-stock inventory is simply recording the amount of inventory for items that have 4 or less pieces in store.

Summary

You should now have a good understanding of the prepaid program as a whole to include the prepaid products offered in Family Dollar stores and the standard service tasks assigned to service this program.

We covered the various carriers, fixtures, and service months. We went into detail on how to process a customer phone return and what is included in the wireless phone and card service.

Glossary of Terms & Processes

· Prepaid Phones – Family Dollar offers a variety of prepaid phones which are purchased without a carrier plan. The talk time (minutes) for these phones are purchased as needed.

· Prepaid Airtime Cards – The assortment of airtime cards offered by Family Dollar which are purchased for the purpose of adding talk time (minutes) to prepaid phones.

· Prepaid Financial Services Cards – The assortment of financial services cards offered by Family Dollar which include prepaid debit and financial cards. These include Western Union, AMEX, Vanilla Reload, etc.

· Prepaid Gift Cards – The assortment of gift cards offered by Family Dollar which will include game, restaurant, shopping, thank you and birthday cards.

· Transfer Out – Using the store computer, the store will transfer any return item to a FD DC to receive credit on the returned item. For Prepaid the transfer is made to DC 9991.

· Low Stock Inventory - A low-stock inventory is simply recording the amount of inventory for items that have 4 or less pieces in stock.

Always remember while working in the stores to keep the area and aisles clear of trash and product to maintain safety to customers. Safety and focus on the customer is important while in the store.

Continuity Services –Prepaid, 12/27/2013 Page 7 of 8 - SG

Family Dollar proprietary information. For internal use only.