Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

Store ChannelJason TaylorDM, OP01February 26, 2014

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2

Retail OP01 Highlights

Grow CustomersPostpaid Net Adds

Grow RevenueTMP

Grow ProfitabilityReturn Rate

1169 YTD (4%) Y/Y

Financial Performance and KPIs

1.44 LNPSave Tool Utilization

1192Churn0.85%

Hit Rate12.3%

Highlights/OpportunitiesRetail Highlights• Coaching to smart• New hire training• Business Channel Partnership

Retail Opportunities• Focus on right ratios• Selling to the entire account• Leveraging all tools for rev

Metric   YTD Actual  Var. 

B/(W)   Y/Y %

Postpaid Gross Adds 4666 (468) -9%

Postpaid Disconnects 3497 (361) -9%

Postpaid Churn % 0.85% (0.14%) -14%

Upgrades 8157 511 7%

Hit Rate 12.60% (0.40%) -3%

Basic to SP % 75% (11%) -12%

Manual Discounting $ 0.84 $ (0.46) -35%

Return Rate 3% (0.83%) -19%

ARD 81.32 $ 18.19 29%

Internet Adds 1312 182 16%

919 Tablets

30% 1815 TMP 3% 119% Y/Y

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3

Tablets

InternetExcl Tablets

HPC/HF

Highlights/Opportunities

R2B

894

1,800

990 Q1 '13

Q1 '14 Fcst

Q1 Bdgt

1,172

650 618

Q1 '13

Q1 '14 Fcst

Q1 Bdgt

Gross Adds

Gross Adds

Gross Adds

455

300

394Q1 '13Q1 '14Q1 Bdgt

New Categories

OP01 New Category Growth

Retail Highlights• Tablets for everyone• Funnel management

Retail Opportunities• Referral to install• Own the home

Nov '13 Dec '13 Jan Feb Mar Fcst

298 247 296 220

384

R2B adds 100 Leads Passed Since OCT

TWC INSTALLS

194

300

2013 Q1

2014 Q1RGUs

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 4

Share Everything Data Driver (GB)

Highlights/OpportunitiesRGF Units

ARD ($)

Retail Highlights

• Commission training

• New Hire training

Retail Opportunities

• Focus on People

• Close the Gap

OP01 Grow and Diversify Revenue

Jan Feb Mar Fcst

4.26 3.99 4.50

Jan Feb Q1 Fcst Q1 Budget

$85.80 $76.75 $87.00 $103.00

Jan Feb Mar Fcst

160 600 800

1,470

2,500 2,500

2 50 200

ISIS TMP VZ Cloud

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 5

Edge (%)

Highlights/OpportunitiesNTF (%)

Trade-in (%)

OP01 Drive Profitability Higher

Jan Feb Mar Target

15 1425 2527

34

60 60

24 29

55 55

GA Take UPG Take Total

Nov Dec Jan Feb Target

16.4 16.7 18.7 19.4 15.0

Jan Feb Mar Fcst Target

46 49 5540

Trade In %

Consider ProductivityRetail Highlights• Leverage Recycle

• Service to sales

Retail Opportunities• Troubleshooting

• WAA execution

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6

Save Tool Utilization

Highlights/OpportunitiesWAA (%)

NPS

OP01 Transform CLIENT Experience

Retail Highlights

• We won’t lose one

• Smart coaching

• Smart Rewards

Retail Opportunities

• Resource Management

• Every customer, every time (WAA)

Q1 '13 Q2 Q3 Q4 Jan '14 Feb Q1 Fcst

0%

20%

40%

60%

80%

100%

WO WEB SRP

Oct Nov Dec Jan Feb Target

29.10 35.00 36.60 39.00 47.30

75.00

Jan Feb Mar

610 1,100 1,300

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7

OP01 Turnover

• 2013 Annualized Turnover : 29.6%

• Top Term Reasons• Dissatisfied with Pay/Benefits - 15%• Career Change - 12%• Dissatisfied with Hours - 12%

Stats & Reasons for Turnover Turnover OHPA DM Stacked Rankings

• MIT/Career development

• Roundtables

• Employee surveys

• Recruiting

• Consistent recognition

Opportunities & Initiatives

DM TO%Sutto,Cynthia K. 12.0%Lattimore,Travis 18.1%Reed,Matthew D 19.8%Landon,Travis 28.5%Newbery,Jen 28.5%Taylor,Jason C 29.6%Stone,Brian R 32.2%OP03 39.8%

2011 2012 201310%

15%

20%

25%

30%

35%

40%

YTD ANNUALIZED Goal

Y/Y Retail Turn Over

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Q1 2014 

  % to PriorForecast Budget Var. Budget Year

Growth        Retail Gross Adds 8800 8500 300 103% 8514

Retail Disconnects5250

5400 (150) 97% 6170Retail Net Adds 3550 3100 450 114% 2073

Upgrades 12500 12300 200 101% 12309Retail Postpaid Churn % 0.85% 0.73% (0.8%) 84% 0.93%R2B Gross Adds 900 1320 (420) 68% 868

ProductivityGA per FTE 20 19 1 101% 22GA/UP per FTE 50 46 4 110% 58

OP01 Forecast