T-Mobile V 2.0 2013 Sales Representative Code of Conduct This code of conduct is in addition to and not in place of any existing code of conducts which are part of your Sales Representative Agreement. As Authorized Agents selling on behalf of TMobile you are expected to fully read, understand, and comply with this Code of Conduct at all times. Material breaches of this Code may result in remedial measures up to and including termination of your sales representative agreement. Further, certain violations of the Code of Conduct could subject you to potential criminal penalties which may include fines and/or imprisonment if the applicable governmental agency seeks prosecution. Please note that the following serves as a general outline with regards to expectations with behavior and sales quality. Please understand that T-Mobile and/or Venicom may at their discretion request removal at any time. GENERAL EXPECTATIONS 1. UNACCEPTEABLE Behavior include, but are not limited to, the following: 1.1. Submitting orders on behalf of customers without their full authorization & signatures 1.2. Deliberately making false claims or misleading customers to generate sales 1.3. Failing to comply with any applicable law or regulation 1.4. Impersonating a customer during a Third Party Verification, or having another person impersonate a customer during a Third Party Verification 2. Agent Expectations: Agents are expected to properly represent T-Mobile. Such behavior shall include, but not be limited to: 2.1. Reviewing and understanding all training and marketing materials and only using marketing material that is provided to you by your manager 2.2. Making sure the customer is completely clear on the specifics of what they are ordering (Products, new lines of service, pricing & promotions). 2.3. Never pitching to anyone not of sound mind, under age eighteen (18) or any customer whose language skills are insufficient to understand and respond to the information being conveyed during the TPV Call. 3. UNIFORM REQUIREMENTS: You must maintain a professional appearance: 3.1. Wear a clean shirt, and tie and be clean-shaven if a man 3.2. Wear professional attire if a woman 3.3. You must wear your T-Mobile ID Badge which includes your full name, photo (if applicable), Agent Code, ICL name and contact number . The badge must be attached to your outer clothing and clearly visible to the prospect/customer. 1/3 T-Mobile V 2.0 2013 CAMPAIGN SPECIFIC BUSINESS RULES 1. Present yourself as a T-Mobile Authorized Dealer employed by the sales office you work for and not a T-Mobile or Venicom direct employee. 2. Act with honesty, integrity, and respect towards your co-workers, customers, and clients. If you have a question about a course of action, ask your manager before making a decision. 3. Sell only to business owners or employees in the businesses that you are visiting while you work your territory. Phones can only be shipped to the locations that you visit. 4. Home based business can be sold to as long as they are on a major street with businesses on each side of them. 5. Use only the marketing tools and documents provided to you by your manager. Documents must be submitted to your manager cleanly; and without markings or cross outs. 6. Follow all training and sales processes and procedures while you are in the field. If you have a question, ask your manager before making a decision. 7. Make sure sales completed under a Tax ID are for that business’s use and are completed by an authorized decision maker for that business since anything signed up for under this Tax ID will be the responsibility of this business. 8. Use only the credit/debit card (not a gift/prepaid card) of the person who completes the order call, and signs the application at the point of sale. 9. The personal information (Name, DOB, and SS#) used to establish service must be that of the person who completes the order call, and signs the application at the point of sale. 10. All customer information obtained during the sales process cannot be used for any other reason than to obtain T-Mobile phone services. 11. You cannot use your credit card for any part of a customer’s order unless it is a family member’s and your manager approves. 12. You cannot offer to accept devices on behalf of a customer for any reason (i.e. exchanging, returning, reselling, process warranty, etc). Customer must establish the process with Venicom and ship the devices themselves. 13. We can sell a new add-a-line of service or web-connect devices to current T-Mobile customers only when it increases the customer’s MRC. We cannot upgrade their current devices or sell to T-Mobile customers that are Flex Pay, pre-paid, or Post Pay. Please note: We cannot encourage or suggest to an existing T-Mobile customer that they cancel service(s) in order to place a new order for service(s) 14. You cannot call T-Mobile direct on behalf of the customer. You may call The T-Mobile Fulfillment center (Venicom) on behalf of the customer. 15. Customers can only use T-Mobile phones with T-Mobile services. They cannot use another carrier’s phone with our service. 16. Leave copies of all documents with the customer after you have completed the order. 17. Do not under any circumstances use language related to the merger of Metro PCS and T-Mobile as a way to convert Metro PCS customers 18. Do Not enter or solicit customers in front of any of the following stores while working in the field: 18.1. Big Box Retail/ National Grocery (i.e. Wal-Mart, Target, Best-Buy, Publix, Kroger, Staples, Office Depot, etc.) 18.2. T-Mobile retail stores, authorized dealers, or any store that resells T-Mobile services (including any T-Mobile Kiosks) 18.3. Metro PCs retail stores, authorized dealers, or any store that resells Metro PCS 2/3 T-Mobile V 2.0 2013 SAFEGUARDING OF CONFIDENTIAL INFORMATION It is of critical importance that our client’s and their customer’s information (i.e. information contained on sales apps, quote sheets or general notes) be kept confidential. As Sales Representatives you represent T-Mobile and are responsible for upholding this expectation. It is required that this information be returned to the sales office at the end of each day and that it be stored as appropriate within the ICL. Please note: By signing below you also acknowledge full compliance with the Campaign Business Rules document. I have read the Code of Ethical Conduct, understand all of its terms, and agree to the provisions contained therein I understand that violation of the above rules and policies may result in the immediate termination of my employment and further understand that certain violations equating to fraud and/or identify theft, or any other criminal offense, and may be prosecuted to the full extent of the law. _________________________________ Agent Name - PRINTED _________________________________ Agent Signature 3/3 _______ Agent ID _________________ Date