T-Mobile reps are pressured to sign up customers for 36-month EIP financing
T-Mobile adds 36-month EIP Flex financing to reps' performance metrics.
T-Mobile adds a new performamce metric for reps | Image by PhoneArena
We explained in the past that carriers like T-Mobile, Verizon, and AT&T set certain performance goals that their reps must meet every month or else face the possibility of being let go. T-Mobile reps, for example, are supposedly given a list of such performance goals or metrics. Back in November 2024, a former rep who worked at a T-Mobile third-party store, shared a list of metrics that the sales staff at the third-party store had to meet during the month.
This list revealed the monthly performance goals (aka Metrics) that the company that owned the third-party T-Mobile store required its reps to meet. Among those goals was one that demanded that the sales staff convert 15% of the customers and potential customers they interacted with during a month. By convert, we mean that these reps were being asked to turn 15% of the people they helped in the store into new customers with phone lines, or get 15% of the existing customers they helped to add new lines to their existing plans.
T-Mobile reps are always under pressure to meet their monthly metrics
This list of performance goals for the reps also showed that the company owning this third-party store wanted its reps to sell 3 accessories for each phone sold. This explains why we've written stories about some reps working in T-Mobile third-party stores who engaged in the practice of cramming. This happens when a rep adds accessories to an invoice without the customer's knowledge.
Typically, the rogue rep will add P360 insurance, a screen protector, a charger, a new line, Bluetooth earbuds, and more. For the rep, doing this kills two birds with one stone. Not only does he earn a higher commission check from cramming the customer, these actions also help the salesman reach his monthly metric goals. At the start of this year, we told you about one T-Mobile rep who said that his bosses showed more interest in the number of T-Mobile Visa credit card applications he generated than the number of phones and lines he activated.
T-Mobile now offers 36-month EIP financing
As you might know, T-Mobile now offers 36-month device financing, up from 24-month financing. Well-qualified customers can purchase a new phone, put $0 down, and walk out of the store with the new device without having opened their wallet once. That's because the taxes and fees usually due at the time you finance the purchase of a new phone are wrapped into the overall balance you owe.
T-Mobile wants 70% of sales to use 36-month EIP Flex financing
A T-Mobile rep posted earlier Thursday on Reddit that his District Manager has informed the sales crew that these reps have to be at 70% attachment for 36 month flex interest financing. That means 7 out of every 10 customers that a rep signs up to buy or upgrade a device eligible for financing must pay using the 36-month EIP Flex financing.
One T-Mobile rep who works in an Experience store says that his senior manager has a 100% expectation. In other words, at that location, reps must close every eligble customer on Flex 36 Equiment Installment Plan (EIP). As a non-negotiable metric, this will put pressure on T-Mobile reps and could lead more of them to go rogue.
This is scarier for T-Mobile reps
The sales staff probably got nervous over the requirement that every time a rep fails to get a customer to use 36-month financing, the salesman must give his or her name to the District Manager. That sounds scary because you can guess why T-Mobile would want to create a list of employees who are unable to hit their new 36-month flex financing metric. Yeah, if I were a T-Mobile rep, I'd be very concerned for my job.
T-Mobile rep is saying that the Un-carrier s dead. | Image by Reddit
Once upon a time, there was a carrier named T-Mobile that prided itself on being the Un-carrier by putting customers first. It also was able to poke fun at Verizon and AT&T because of the differentiation between T-Mobile and what former CEO John Legere used to call "Dumb (Verizon) and Dumber (AT&T)." Now that the differentiation between T-Mobile, Verizon, and AT&T is almost all gone, the Un-carrier is dead.
Love articles about T-Mobile? You should check out these stories:
- You might qualify to purchase a new phone from T-Mobile for $0 down
- T-Mobile continues to act shady
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