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At the
conclusion of your chat please take a few moments to give us some feedback on your experience today.
Info: You are now chatting with Amit.
Ryan: Hi
Amit:
Hi, this is Amit, one of the sales representatives. I see you have been looking through our range of mobile
products. I’m happy to help you with any questions you may have and see if I can find a package to suit your
needs.

Ryan: I am currently with Telstra and am about to be out of contract and wondering if you or the retention
team can help me out with a discount or credit on a new contract with iphone xs 64gb
Ryan: Optus have offered me $105 per month with 50gb data
Amit:
Let me check what best I can do to help you.

Amit:
May I have your complete name and date of birth along with the mobile number? I need this to access your
account and help you with the information.

Ryan: Ryan ******

Ryan:*****
Ryan: *****
Amit:
Thank you very much for sharing the information. Please allow me a moment, while I review the account.

Amit:
Thank you for your patience, Ryan.

Amit:
As I can see you are on GO MOBILE PLUS PLAN $75 and the service contract ends on .

Ryan: Correcr
Amit: As I can see to upgrade with the new handset + plan you will need to pay $17.70 and own the handset.
But what I can do from my end is help you get the handset for $0 upgrade and you will own the handset.
Amit:
May I know the color of the handset you prefer, Ryan?

Ryan: grey
Amit:
Awesome Ryan.

Amit: How much data plan would you prefer?

Ryan: 30gb
Amit:
That's great!

Amit:
I am happy to offer you our L plan which gives you 30GB per month with unlimited national and international
talk and text with the peace of mind included which gives you unlimited data once you go over your data
usage with the capped speed of 1.5MBPS with iPhone Xs 64GB Space Grey for $124 per month on a 24
months of contract!

And on Lease for $114 per month.

Amit:
Which would you prefer, Ryan?

Ryan: is that the best price you can offer me?

Ryan: are there any up front credits or monthly discounts you can offer to retain my business?
Ryan: I have two phones that I will be taking to optus if that is the case
Amit: Ryan I am waiving your remaining handset cost for the current handset.
Ryan: $17.70?
Amit:
Yes Ryan.

Ryan: 73c per month over 24 months

Ryan: I can wait 5 days and I will be out of contract. The phone is not in stock anywau
Amit: Ryan, usually the 30GB per month plan is for $134 but for a limited period offer our plan is included
with the $10 credit and displayed on the websites. So you are getting it for $124 per month.
Ryan: That is the price listed on the website
Amit:
Yes Ryan currently it is on the offer period nor than the plan value is $134.

Ryan: I am asking for a further discount in order to keep my account that has been with telstra for 7 years
Ryan: If it is not possible that is okay
Amit:
I wish to help you with a cheaper plan and further discounts, however we are a part of the Pro active sales
team and our authorities are limited. We can only offer what the website allows or shows.

Ryan: Can you put me in contact with the retention team?

Amit:
Yes sure, Ryan.

Info: Please wait while your chat is transferred to the appropriate group.
Info: You are now chatting with Christine.
Info: Please wait while your chat is transferred to Amit.
Info: You are now chatting with Amit.
Amit:
Hi, wish you a pleasant day! You have reached the Billing Team. How may I help you?

Ryan: Hi, is this the same Amit I was just speaking to?
Amit:
No, Ryan it is different Amit from the postpaid billing team.

Ryan: I am hoping to speak to someone in the retention team about credit/discount on a new plan as I am
about to come out of contract
Ryan: And optus have offered me a better deal
Amit:
No worries, I will check your account details and help you accordingly.

Amit:
May I know the following information to pull up the account?
a. Full Name
b. Date of Birth
c. Phone Number

Ryan: Ryan ******

Ryan:*****
Ryan: *****
Amit:
Please confirm the 6 digit verification code I have sent to your mobile.

Ryan: *****
Amit:
Thank you.

Ryan we have new $49 plan with $10 discount along with that you wil get 15gb data plus 5gb bonus data.

Unlimited calls and text.

Amit:
That means your total plan will be for $39.

Ryan: How much to add an iphone xs 64gb

Amit:
Ryan if you wish to add for iphone xs 64gb I would like to know whether you want it on lease or buu?

Ryan: buy please

Amit:
According to that I will provide you the link.

Amit:
Is it good tpo go?

Amit:
*to

Ryan: the link for what?

Amit:
The link for the plan.

Ryan: ok
Amit:
Thank you.

Amit:
https://www.telstra.com.au/mobile-phones/mobiles-on-a-plan/iphone/iphone-xs-
max?ti=TR:TR:14092018:mob:postmob:CTA:top:iphonexsmaxpreorderhandsets

Please go through the above link and confirm me on which plan do you wish to go.

Ryan: L
Amit:
Thank you.

Amit:
So, before that I will provide you the sales compliance please go through it.

Ryan: the price on the link you sent me is more expensive than the listed price on your website
Amit:
Do not worry we will allocate the discount of $10.

Ryan: if there is no discount or credit you can offer me other than the one listed on the website please let me
know so i can finish the chat
Ryan: Optus is $105 per month with 50gb data if you cannot match let me know please
Amit:
Ryan defiantely I will try my level best so all togethet as per my delegation I can give you by $110.

Amit:
Is it okay for you?

Ryan: $110 per month on the Large plan?

Ryan: with iphone xs 64gb
Amit:
Yes, you are correct.

Amit:
Shall I proceed?

Ryan: what is the best price you can offer on the XL plan?
Amit:
I can offer you $122 instead of $144 per month.

Amit:
*$124

Ryan: with 64gb phone ?

Amit:
Yes.

Ryan: what about with 256gb phone?

Amit:
In 256gb the charges is $159 for XL plan however I can help you wiht $139.

Ryan: Is there any further discount if i bundle my girlfriends phone on the same account?
Ryan: She is with telstra too and about to be out of contract
Amit:
Ryan as you know I am an employee who works here however it is out of my delegation so that is the final
offer I can give you.

I am so sorry for the inconvenience.

Ryan: Are you able to offer her the same pricing that you offered me?
Amit:
No worries, I will do that for you.

Ryan: Thank you

Amit:
You're Welcome.

Amit:
So, Ryan could you please confirm me on which plan do you wish to go?

Ryan: Large plan with iphone xs 64gb in grey for $110

Ryan: buy
Amit:
Thank you.

Amit:
I am going to send you ther sales compliance please go through it.

Ryan: ok
Amit:
Please go through our Customer Term sets out full Terms and Conditions on which Telstra supplies services
and it is also available at Telstra.com
Also, there will be an email containing the Critical Information Summary that will be sent to your registered
email address. I can do that now before I submit the order or would you like to proceed with the order now
and review the information summary later?

Ryan: I will read it later

Amit:
I would like to mention the plan inclusions which are as follows: $ 110 per month for 24 months Min
cost $3696 with 30Gb per month 5) Early termination Charges are $294 5a) ETC is applied if cancelled early
or one or more services is transferred to another provider 5b) Total ETC cost is 5c) This ETC decreases
each month you stay on the plan 6) Discounts & Bonuses provided on the package are 5GB bouns

Amit:
Your Monthly Calls and Monthly Data can’t be used overseas. Your Monthly Calls do not include calls, SMS
or MMS to international numbers, premium numbers (eg 19xx numbers) and some satellite numbers, *****,
12 455 and 12 456 numbers or content charges. Charges for all calls, SMS and MMS not included in your
Plan can be found at telstra.com/customer-terms Standard 2 min call costs $2. All for use in Australia. Calls
and messages to standard Australian numbers.

Amit:
Okay.

Amit:
I would like to inform that extra data at $10 per 1GB will automatically be added if the included data
allowance is exceeded.

Amit:
I would also like to mention that Telstra might conduct a credit check and information will be provided to
credit reporting bodies to get credit information and check your history with Telstra. We may need to verify
your information such as your driver's license with the issuer of record holder. You can find the details about
the credit check and regarding your rights in relation to credit reporting information in Telstra's Privacy
Statement on our website.

Amit:
I Would like to inform that the start if this new plan for you will not line up with your billing period.
From the time new plan starts, to the end of the billing period, you will have: access to the new plan's
full usage allowance and will see part month charge for the new plan, part month credit for charges
paid in advance for the previous plan and one month in advance. In addition to this the order
estimation is coming out to be as (present data using Order estimator)

Amit:
I would also like to inform that International roaming is active on all services & International roaming calls &
data are not included in the plan allowance (check the plan if includes this)

Amit:
Peace of mind

(1) The customer will get 40GB per month with uncapped speeds, after which his data volume is unlimited
but his data speeds will be capped at 1.5Mbps (which isn't suitable for HD/4K video or high speed
applications).
(2) They won't be charged for excess data usage. For Peace of Mind Data, if you exceed your included data
allowance, your data speeds are capped at 1.5Mbps until the end of your bill cycle (not suitable for HD video
or high speed applications, and means that some web pages, video/social media content and some large
files may take longer to load) and slowed further during busy periods.
(3) Data isn’t shareable with other services on the same account.
(4) If they rely on high Hi speed internet access we recommend a mobile broadband or fixed broadband
service in addition to this plan, as the capped speed may not suit their needs.
(5) Data for use in Australia.
(6) They can't use their SIM in a dongle, tablet or other mobile broadband device - if they do, they won't be
able to access data.

Amit:
With the terms and conditions discussed, would you like to proceed with the order now?

Ryan: $110 per month x 24 months should be min. $2640 not $3696
Amit:
Yes, it was my mistake.

Amit:
It is $2640.

Ryan: Also there should be no excess data charges on the Large plan
Amit:
Ryan you will not be charged anything please be rest assure about your charges.
Ryan: Just double checking as the message is conflicting above
Amit:
No worries, I am giving you the assurance and I am going to send you the confirmation email also.

Ryan: thank you

Ryan: please proceed
Amit:
Yes, I am proceeding, please stay online.

Amit:
Thank you for staying online.

Just to confirm I am proceesing your iPhone XS 64Gb phone with $110 plan and the colour of the phone is
Grey.

Amit:
Am I correct?

Ryan: yes
Amit:
Thank you.

Amit:
Please help me with your driver's license number and date of expiry.

Amit:
And please confirm me the delivery address also.

Ryan: i will grab now

Amit:
Okay.

Amit:
And I need your delivery address also please help me with that.

Ryan: license number is *****

Ryan: address is*****
Amit: Please help me with the date expiry of license.
Ryan:*****
Amit:
Thank you for staying online.

Congratulations! I have successfully placed your order for iphone xs 64 gb in Grey colour.

Here is the refernce number 1-1688354864712

Ryan: thank you

Amit:
Is there anything else I can help you with?

Amit:
You're Welcome.

Ryan: I will hand over to my girlfriend so that we can arrange the same plan for her
Ryan: if that is ok
Amit:
Ryan I am so sorry if she want to change than she should be individually present on the live chat it is not
possible on your name.

Ryan: I can get her to start a new chat but how will i get back to you in order to get the same pricing
Amit:
Sorry for the inconvenience, and if you want her number must be present on your account.

Amit:
Ryan you can come and chat back tommorow by the same time so that I canasist you.

Ryan: ok
Amit:
Is there anything else I can help you with?

Amit:
Thank you for contacting Telstra Billing Chat Team. It was pleasure chatting with you today.

Info: Thank you for chatting with us.