SCRIPT FOR ORDERING PARTS FOR THE MERCHANDISING DISPLAYS ...................................................................................... 2

CARRIER PROGRAM ................................................................................................................................................................ 4

GONDOLA FIXTURE.................................................................................................................................................................. 5

SHOP/INLINE PROGRAM ......................................................................................................................................................... 6

WHITE PROGRAM DEFINING ELEMENTS: WHITE TABLETOP..................................................................................................... 7

LP4 PARTS ............................................................................................................................................................................... 8

FREEDOM LP4 BROCHURE ANDROID ..................................................................................................................................... 10

FREEDOM LP4 BROCHURE APPLE .......................................................................................................................................... 12

LP4 SYSTEM OVERVIEW ......................................................................................................................................................... 14

SCRIPT FOR RESOLVING ISSUES FOR THE MERCHANDISING FIXTURES ................................................................................... 21

SCRIPT FOR ORDERING PARTS FOR THE MERCHANDISING DISPLAYS

Call center Script (Arvato)

Thank you for calling the Apple Call Center, operated by MTI. How can I help you today?

---Interpret response---

Ok, I can assist you with that. Can I please have your Name and Phone Number, in case the call is

accidentally disconnected before we are finished?

---Interpret response---

Thank you. Which country are you calling from?

---Interpret response---

Great. One moment while I access the correct catalog in our system.

---Interpret response---

Ok, I have found your catalog. Now before proceeding with your order, can I please have all of your

shipping details?

---Interpret response---

I have your address as Name, Address, City, Country, Post Code and Phone Number. Is this

correct?

---Interpret response---

To confirm your order I have 1 order of X, 2 orders of Y, and 1 more order of Z. Is this correct?

---Interpret response---

Ok, your issue has been entered into the system. For your reference, the tracking number for this

issue is ABP1234567. If you have any questions or concerns you can contact us again and refer to

your Tracking Number. We can then assist you further. Do you have any questions?

---Interpret response---

If you do not have any other questions, I thank you for contacting us today and have a good day.

---Interpret response---

---Close call with CTS Closing Statement---

Carrier Program Defining Elements: Stainless Steel walls, back-lit LED graphic with fabric graphic

Gondola Fixture Defining Elements: Glass doors, back-lit LED graphic panel with polystyrene graphic

Shop/Inline Program Defining Elements: LCD screen, back-lit acrylic Apple logo

White Program Defining Elements: White tabletop

LP4 Parts

Freedom LP4 Brochure Android

Freedom LP4 Brochure Apple

LP4 System Overview

SCRIPT FOR RESOLVING ISSUES FOR THE MERCHANDISING FIXTURES

Call center Script (Service Channel)

Thank you for calling the Apple Call Center, operated by MTI. How can I help you today?

---Interpret response---

Ok, I can assist you with that. Can I please have your Name and Phone Number, in case the

call is accidentally disconnected before we are finished?

---Interpret response---

Thank you. Now do you know your store ID number?

---Interpret response---

If “yes” If “No”

Great. Let me look for that Can I have the address of your

in our system; one moment. store?

Ok, I have found your location. ---Interpret response---

I see your location potentially has multiple Apple fixtures. Can you describe the fixture to

me?

---Interpret response---

Can you provide me with any other details about the issue?

---Interpret response---

To confirm your information, I have your Name as X, your Phone Number as Y, and the issue

is regarding the Z fixture. The issue you are experiencing is A. Is this correct?

---Interpret response---

Ok, your issue has been entered into the system. For your reference, the tracking number for

this issue is 1234567. A vendor will contact you to resolve the issue. If you have any

questions or concerns you can contact us again and refer to your Tracking Number. We can

then assist you further. Do you have any questions?

---Interpret response---

If you do not have any other questions, I thank you for contacting us today and have a good

day.

---Interpret response---

---Close call with CTS Closing Statement---