Frequently Asked Questions(F.A.Q)
Agent Enrollment
Q:
What is my unique
agent ID?
A:
Your unique agent
ID is the letter A, followed by 7 numbers. For example….A1111111. This number
is unique to you and connects you to all of your activity, which generates your
commissions.
Q:
What is my back
office?
A:
Your back office is
your TCDZone. They are one in the same.
Q:
How do I find out
who joined my team?
A:
There are two ways
to find out about the agents on your team. First, you will receive an email
when anyone joins.
So, check your
email. You can also click on the “Reports” tab and select “Agents” and then
choose which period of time you wish to look at. Once you choose, you can see
all of those agents that we added during that period.
Q:
How do I see the
phone number and email for the people on my downline?
A:
Go to your TCDZone,
select Reports and then Agents. Select Lifetime and find the agent of interest
in your downline. Then, click on the Rolodex icon and you will see this
information.
Customer Enrollment
Q:
What do I have to
do to sign up a customer?
A:
You MUST complete
training (watching both the Lifeline and CGM
videos in their entirety) Once completed, your CGM credentials will come
to you via email.
Q:
What are my
credentials in CGM?
A:
Credentials are a
fancy name for your login and password. CGM is the customer enrollment
software.
Q:
Where do I find the
software that I use to sign up customers? (the CGM
software)
Q: On CGM, how do I
know I want to ship a phone or give them one in person? (explain what
“pre-activated
phone”
means they have a phone to give them. If they push no it will be shipped).
A:
If you don’t need
to give a customer a phone, drop ship the phone to them. They will still
receive the same phone within 10-14 days, but you won’t have to use your
inventory. Only use a pre-activated phone or “hot-lined” phone if you have to,
to make the sale. A hot-lined phone is a phone that is immediately activated, once
you complete the CGM process and validate the SIM card. (which happens in the
CGM software)
Q:
Is there an App I
can download for CGM or just use the website?
A:
Currently, there is
no working app for smart phones. We have a plan to create this option, but you
must use a tablet or laptop, at the moment. The tablet is the best device to
use.
Q:
Please explain how
the “1 phone per household” works? There are times where 3-4 different people
live at the same house. What if it is a girlfriend / boyfriend who file
separate taxes but live together, would they be able
to get 2
phones?
A:
In the disclosures it states “A household is defined, for purposes of
the Lifeline program, as any individual or group of individuals who live
together at the same address and share income and expenses.” If there’s 3-4
people living at the same house, you have to find out if they are one household
or separate households. If they are sharing income and expenses, they are one
family. If there’s multiple “households” or families at one address, than one
Lifeline credit is
allowed for each household.
Q:
I was signing up a
phone and made an error and hit cancel. Now it won’t let me do it again, what
now?
A:
You can cancel and
start over only if you have NOT uploaded the proof. If you’ve already uploaded
the proof and you need to cancel, you’ll have to cancel the order but the
customer will need to wait 2 business days to reapply. In this case, please
send an email to agentsupport@truconnectdirect.com
to have the order removed and you can resubmit after 2 business days.
Q:
I understand the
qualifications needed to receive the phones, but what forms of ID are valid?
Can I use a school
ID or
Mexican issued ID?
A:
Please refer back
to the training video for what forms of ID are valid. School ID’s and Mexican
(or any foreign ID) are not accepted.
Q:
What is the $21.90
per month fee at the end of their application?
A:
$21.90 is the cost
of the plan but it also equals what the customer will receive as a Lifeline
credit once the order is approved. It’s just an FYI.
Q:
Will I be able to
give away phones with my iPhone or Android?
A:
No. The CGM
software is not set-up to support smart phones.
Q:
There is no
Internet where I live, how can I sign people up?
A:
You cannot sign up
customers unless you have Internet access.
Q:
Do I have to use a
Tablet?
A:
No. But, it is
preferable. But, a laptop is also an acceptable device.
Q:
Will it work with a
PC and Mac?
A:
Yes, please be sure
you check the Help Screen to make sure you have the correct software. You can
download what you’re missing from there.
Q:
Can I have my CGM
account running on multiple tablets? Meaning can I be logged in more than once?
A:
No. You cannot run
two accounts off the same login, simulatenously.
Q:
If they have a
phone that they want to keep and is unlocked can they get on the Lifeline plan?
Keep the phone, lose the contract?
A:
No, at this time
they can’t use another phone. They can only use a phone that has been on our
network before.
Q:
When do I get paid?
A:
You will receive
your earned commissions on the Friday following the end of each pay period.
Make sure that your address is correct in your agent profile to insure timely
receipt of your funds.
Q:
How will I know
that I am getting credits for the phones I give out? How long does it take to
show up?
A:
We track all
approved live orders and as soon as they are approved a credit is issued at the
close of the next pay period. You will see it in your next deposit amount on
the following Friday.
Q:
What happens if
they break or lose their phone?
A:
The customer will
need to contact customer service for a replacement to be mailed to him/her.
Q:
How can they get
data plans added to the phones?
A:
At this time, data
is NOT available with the Lifeline plan.
Q:
Do we get paid for
any and all “Add on” services? If they buy Data, phone case, or long distance,
do we get paid
for
everything?
A:
Eventually, yes.
But, when this happens, we will notify you of these new products and the
commissions that you can receive.
Q:
Payments are
monthly for each activated phone, does that happen at the first of the month or
1 month from the date they signed up?
A:
The fee for
activation is paid on the following Friday of the pay period within which the
activation occurs. Residual commissions are paid on the 2nd Friday, following the end of each month for which any phone is
active.
Note: If you have a question that we have not addressed, please email us at agentsupport@truconnectdirect.com and let us know the question. We will respond very quickly and we will add your question to this document. In that way, everybody can benefit from the answer. Thanks for your assistance!
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