1. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Greater Los Angeles Market
Truxtun
30 60 90 PLAN
Krystal Banta
Assistant Store Manager
May 21, 2014

2. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Copyright © 2006 AT&T. All rights Reserved.
 2014 YTD 83.3% Overall Willingness to Recommend
 Q1 2014 Rank #5- OTR (District)
 Q4 2013 Rank #12 92% Next in (District)
 Q4 2013 Overall Power Rank #21 (District)
 Average Strategic products 14 per month
 U-verse Production average is 125% attainment YTD
ACHIEVEMENTS
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3. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Copyright © 2006 AT&T. All rights Reserved.
Personal understanding of employees
 Drive levers of motivation: commission & daily realistic goals
 Focus on coaching and development of RSC’s.
Provide feedback regarding issues and road blocks with RSC’s
Develop store leaders to Influence culture and change.
Learn how to match personalities
Create a culture of excitement
Daily observations and follow-ups
First 30 Days
“WE ARE A TEAM”
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4. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Copyright © 2006 AT&T. All rights Reserved.
WTR 80%
U-verse/Digital Life
Growth Adds
Small Business
First 30 Days
IDENTIFY STORES FOCUS
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5. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Copyright © 2006 AT&T. All rights Reserved.
 Identify ways to improve and influence RSC’s WTRs Scores
 Begin with; “How’s your experience been with at&t?”
 End with “How was your service today?”
 Right before end of transaction, “Is there anything else me or
my manager can do?”
 Most importantly, before end of transaction ask customer:
“Would you be willing to recommend me and at&t?”
First 30 Days
WILLINGNESS TO RECOMMEND
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6. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Copyright © 2006 AT&T. All rights Reserved.
 Work towards 100% PCA checks
 Coach RSCs to ask what services customer currently has with
at&t
 Lead by Demo: Show three features U-verse/Digital Life has to
offer
 Bundling with UV and DL together
 Break down daily goals: adds, OTR and TRR to hit 170% using
Monthly Action Plan
First 30 Days
HOME SOLUTIONS-
U-VERSE, DIGITAL LIFE & GA
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7. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Copyright © 2006 AT&T. All rights Reserved.
“Are you here for personal or business?”
“Do you have a tax i.d.?”
Educate customer about benefits of a small
business
Build relationship with small business manager
First 30 DAYS
SMALL BUSINESS
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8. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Copyright © 2006 AT&T. All rights Reserved.
Consistent one on ones (Biweekly)
 Compensation plan review and understanding
 Coach to behaviors (Paul Roth)
Create excitement around store focuses
Set daily targets for RSCs
Recognize and reinforce
Focus on the WIIFM
60 DAYS
Employee Engagement
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9. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Copyright © 2006 AT&T. All rights Reserved.
Inspect for consistency with execution of 5 key behaviors
Weekly RSC coaching
 Continue to reinforce commission plan
90 DAYS
CELEBRATE VICTORY
$$$
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10. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Copyright © 2006 AT&T. All rights Reserved.
 Willingness to Recommend
 Paul Roth Questions
 5 Key Behaviors
 Six step selling process
 Accessory Revenue
 Focus on attach rate for premium audio/ power
 Strategic Products
 Focus on employee knowledge and confidence
 Consistent manager involvement
Overall
AREAS OF FOCUS
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