What renewal typically means:
- new term,
- plan change options,
- device upgrade possibility.
What customers should prepare:
- account identifier,
- preferred plan direction (same/upgrade),
- budget/priority
- desired channel (online/store).
When store visit is recommended:
- identity verification needs,
- device pickup,
- complex plan changes.
When to escalate:
customer wants best-offer comparison or has billing disputes tied to renewal.