Unit 1 Discussion

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Purdue Global University *

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Management

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Jan 9, 2024

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Uploaded by nicolerichards1202

Working in a retail/sales role as an Assistant Manager, I have been part of several employment-related processes, as well as customer-related processes. As we are approaching our holiday season, the management team is increasingly involved the customer-related process that involves new purchases. The company in which this experience is coming from is T-Mobile located in a retail store. T-Mobile represents their vision, mission, and values on a daily basis through their employees and their customers in the wireless industry. These three words have kept the company staying on track and overall “help keep people focused on what needs doing as well as mindful of how they do it” (Baldoni, 2016). T-Mobile also defines a simple and straight to the point mission as CEO Mike Sievert (2023) explains the simplicity of the mission as “to be the best in the world at connecting customers to their world” (A Word from Our CEO, Mike, para. 1). The company’s vision is to “inspire us to use our network, scale and resources to drive transformational improvements for our customers and employee, society and the planet” (Sievert, 2023). Their success is driven from the value of their customers while delivering constant strategies to have the best network, value, and experiences. Below represents a picture of T-Mobile’s success and profitability for Q3 2023: (T-Mobile, 2023) The customer-related process of a new purchase is the company’s biggest profits as it is reflected in the illustration above. To be successful in the new purchases, T- Mobile offers their very own sales process as a guide to follow to ensure the employees and customers maximize on the sale. The process and individual steps are a guide, and

each sales rep has their own flow, but as recommendation to hit the main points, the process is as follows: The Sales Process “BEST” The current state of the process of the sales flow is pretty spot on with how T- Mobile represents themselves via service and customer service. They believe to have the best network compared to their competitors and as sales reps embody the company vision and present that to the customers by having them join T-Mobile and expand their services to current customers. One of the current challenges the company faces with the sales process would be ensuring everyone is aware of this process and understands the process as the company is constantly making changes to their focuses. As far the future state and aligning with the sales process, especially for new purchases, every employee should practice the same behaviors but can have their own flow and own style to it. By having that practice, the company is sticking to their concept of being the Un-Carrier. With the assistance of this recommendation, the company will maintain consistent new purchases with an increase of revenue and profits YoY. -Nicole Revell References: Baldoni, J. (2016, July 8). Vision, mission, and values. SmartBrief. Sievert, M. (2023, June 8). A word from our CEO, Mike. https://www.t-mobile.com/news/community/a-word-from-our-ceo-cr-report-2022 T-Mobile. (2023, October 25). T-Mobile outpaces the industry. https://www.t- mobile.com/news/business/t-mobile-q3-2023-earnings Truly Thank our customers for their loyalty to the company Be Un-Carrier and really take care of the customers Energetically Engage with customers Seriously Serve with knowledge and confidence

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