1. How does a trade-in program work?

A trade-in program allows customers to bring their old device into the store when purchasing a new one. In return, the device is assessed and assigned a buyback value, which can either be deducted from the price of a new phone or issued as a voucher.

In a telecom retail environment, trade-in is more than just a technical process. It’s a powerful sales driver, a customer engagement tool, and a key lever for circular economy adoption.

Why trade-in matters in-store

For sales teams:

1. Helps overcome price objections by unlocking additional purchasing power → apply the voucher to reduce the price or upgrade the customer to a higher-tier device.
2.  Increases attachment rates between devices and services.
3.  Expands selling opportunities across a broader product range → smartphones, accessories, connected devices 
4. Strengthens customer relationships by delivering a seamless, end-to-end experience

For customers 

1. Eliminates the hassle of reselling devices independently → no listings, no negotiations, no meetups.
2. Saves significant time while instantly unlocking the value of their old device.
3. Turns an unused device into immediate purchasing power
4. Encourages more responsible consumption by extending product life

For the business 

1. Supports sustainability commitments by extending device lifecycles through refurbishment and reuse
2. Generates economic value across the entire ecosystem

How a trade-in program works in practice
 

In-store, the trade-in journey follows a simple and efficient flow:

• The customer brings in an old device (smartphone, tablet, etc.) 
• he advisor evaluates it based on clear criteria (model, condition, functionality) 
• A buyback price is instantly calculated using Dipli’s trade-in solution
• The customer immediately benefits from the value of their device 
• The device is given a second life through refurbishment or recycling

👉 Your role as a sales advisor is key at every step.

You explain the value of trade-in, build trust, perform the evaluation, and ensure a smooth, positive customer experience.

2. Trade-in journey overview
 

🎥 This video walks you through the full trade-in process step by step

🔊 Make sure to turn up the volume to follow the explanations throughout

📚 You’ll then find detailed tutorials and step-by-step guides in the Training Center