Customer Care Device Sales

Device sales requirements:

• A real sales attempt is required for calls that are resolved by offering a specific make/model with its price; otherwise, this will be penalized under "Q4.3 Did we offer sales/promotions completely and accurately?"
• A sales attempt is required for chats that are resolved; the sales attempt doesn't have to include a specific device, and it doesn't have to be that forceful as in calls, but it is required to include the customer care phone number in the offer. 
• The device sales attempt must be offered before providing additional assistance; there's no need to offer the device sales at the end of the call.
• Do not make a sales attempt if we did not resolve the issue the customer called for.
•  Do not offer a higher discount unless approved by a supervisor
• Make sure to sell a device compatible with the account carrier; otherwise, you will need to perform a carrier swap (and will need customer approval to do so). Make sure to notate the account about it. The carriers for the devices are available at the bottom of this document.

• Speaking with street agents and dealers.
• If th​e customer is escalated or frustrated.
• Speaking with potential customers.
• When the account is going to be canceled/Port-out (You can still offer a device as a retention)
• Unable to authenticate.
• Accounts under NLAD status/Winback reconnection process.

• A non-activated SIM card will be sent with each device. Customers can continue to use the SIM they have on their devices. If they have lost the SIM or need to replace it with the phone, they will need to call to activate it.
• The order will be placed in 1-3 business days. Device total time to be delivered from the time the device is requested is 7-10 business days.

The difference between Standard and Upgraded devices will now be based on price.

• Devices priced at $80 or below will be considered Standard. 

• Devices $90 and above will fall under the Upgraded Device category.

Provide the discount below based on the customer’s tenure.

• 0 to 3 months: $10 discount for Standard devices/NO DISCOUNT for Upgraded devices
  

• More than 3 up to 6 months: $20 discount 
  
• More than 6 up to 9 months: $40 discount
• More than 9 up to 12 months: $60 discount
• More than 12 months: $70 discount 
  

To apply the discount, enter the respective coupon code below:

No approval needed

• For $10 discount use coupon: DISCOUNT10

• For $20 discount use coupon: DISCOUNT20
• For $30 discount use coupon: DISCOUNT30
• For $40 discount use coupon: DISCOUNT40
• For $50 discount use coupon: DISCOUNT50
• For $60 discount use coupon: DISCOUNT60
• For $70 discount use coupon: DISCOUNT70

Taxes will be charged on the discounted amount. 

Provide the total and collect the credit card payment by entering the customer’s credit/debit card information.

***IMPORTANT NOTE***

• Tenure timeframe restarts after a coupon is used.
• If the price of the device is lower than the discount amount, select skip payment, or Telgoo5 will still ask for a Credit/Debit card. Include this in the note.

2. In the Equipment Purchase section, you will place the device order. Use the options below.

• Select the Phone Model as the Equipment & Accessories Type.
• Select Upgrade as the Status.
• Select a phone type (model) that matches the carrier.
• The device will be sent to the current mailing address, but you will also have the option to enter a different address.

Collecting a payment:

• Collect the device payment (check for a discount if the customer does not want to pay full price) with a credit card and click Submit.

Account Notes:
A note is placed automatically on the account with the amount and device information.

A note with the new device IMEI will also be placed on the account once it's shipped, and it will be updated on the account automatically.

The tracking number will appear in the note when the device is sent.

Devices on Telgoo5 for sale (check Telgoo5 for availability and prices)

Device Specs:

• ​iPhone 13:

• Hotpepper Tepin+​

• Radiant Max

• NUU N21​

• Maxwest Nitro A65​

• ​Samsung Galaxy A03s

• Motorola Moto G Styles 5G​

• BLU C5L Max​

• Updated on 3/20 by Gustavo Hernandez: Added discount clarification for standard and upgraded devices. Removed table with previous discounts on specific devices.
• ​5/22/2026. Updated by Gustavo Hernandez and Gabriela Barrientos. Merged info from KB article "Sales | Customer Service." Updated devices in stock. Added device sales requirements and when a sales attempt is not required. 
• 6/19/2026. Updated by Gustavo Hernandez. Added devices  specs and their carriers, added sales is not required for NLAD/Winback,  and added clearer discount tenure