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New hire training 5.20.13

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New hire training 5.20.13

  1. 1. New Hire Training5/20 – 5/23/13
  2. 2. "When you know something, say what you know.When you dont know something,say that you dont know. That is knowledge."- Confucius
  3. 3. C o u r s e I n t r o :We l c o m e Discussion Style Phones on Silent Tools & Resources Knowledge Check Question-Based: Game Goal of Training Introductions Expectations
  4. 4. C o u r s e I n t r o :K n o w l e d g e C h e c k• Gauge• Main Tool For Sales & Customer Satisfaction:– CSG
  5. 5. R e s o u r c e s• Important Phone Numbers• Logins Reference Sheet• Glossary
  6. 6. R e s o u r c e : E m p l o y e eP o r t a l• Overview• Resources >– Equipment Briefs (devices)– Communications Connection Site• Company Newsfeed– Handset Pricing
  7. 7. R e s o u r c e :C S P• CSP vs. Employee Portal?• What are the must-views?• How often should you check CSP?– What to look for on a regular basis?(screen shot on next slide)
  8. 8. CSP
  9. 9. "What I hear, I forget.What I see, I remember.What I do, I understand."- Confucius
  10. 10. T r a i n i n g R e s o u r c e s :S y s t e m s• RSWU– RSW University online training program– Incorporates various online systems• AT&T online & instructor led training• Offwire Jump Start Training Program• AT&T– LSO: Learning Services Online hosted by AT&T• What are the expectations?– Complete trainings on time, keep organized training binder forreference
  11. 11. CustomerExperience3/1/201311AT&T Proprietary (Internal Use Only)Not for use or disclosure outside the AT&T companies except under written agreement.© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
  12. 12. Our Promise12
  13. 13. The 5 Key Behaviors13
  14. 14. The AT&T Retail Experience14
  15. 15. The AT&T Complete Solutions Guide (CSG)15
  16. 16. Greet & Approach16
  17. 17. Customer ExperienceListening
  18. 18. Greet & Approach CSG18
  19. 19. • What is the expectation of when to use the CSG?
  20. 20. C S G : E f f e c t i v eQ u e s t i o nD e t e r m i n e P u r p o s e Note question onyour CSG“I s t h i sf o r w o r ko rp e r s o n a l ? ”
  21. 21. Customer ExperienceQuestion TypesClosed-Ended QuestionsOpen-Ended QuestionsMOST VALUABLE?High-Value Open-Ended Question
  22. 22. C S G : E f f e c t i v eQ u e s t i o nH i g h -V a l u e O p e n -E n d e d Q u e s t i o n Note question onyour CSG“Mr. Customer, ifyou don’t mind, walkme through a typicalday for you…”
  23. 23. C S G : E f f e c t i v eQ u e s t i o nWi r e l e s s H o m e P h o n e Note question onyour CSG“H o w w o u l dy o u l i k et o c u ty o u r h o m ep h o n e b i l li n H A L F ? ”
  24. 24. Build Value24
  25. 25. Build Value CSG25
  26. 26. 26pCA
  27. 27. • GREAT resource forsellers!• What can this tooldo for you?Build Value: MST
  28. 28. C S G : E f f e c t i v eQ u e s t i o nT a b l e t s Note question onyour CSG“H o w m a n yt a b l e t s d oy o u h a v ea n d h o w d oy o uc u r r e n t l yc o n n e c tt h e m ? ”
  29. 29. M P P? What are key sellingpoints of thisservice?? What is the salesexpectation?? What’s the PITCH?? What are theTERMS &CONDITIONS?
  30. 30. C S G : E f f e c t i v eQ u e s t i o nM P P Note question onyour CSG“H o w d o y o up l a n o np r o t e c t i ng y o u rd e v i c e ? ”
  31. 31. Offer Solutions31
  32. 32. Offer Solutions CSG32
  33. 33. P i t c h v s . T e r m s &C o n d i t i o n s• Pitch– Info needed to close the sale• Terms & Conditions– Must-knows before leaving with product
  34. 34. Gain Agreement34
  35. 35. Gain Agreement CSG35
  36. 36. Educate36
  37. 37. myAT&T37
  38. 38. Educate & Demo38ITP and CSS (following slides)
  39. 39. Customer ExperiencethePossibilitiesWhat is it?Why do we use it?How do you introduce it?
  40. 40. Customer Experience
  41. 41. Customer Experience
  42. 42. Customer Service Summary• CSS• What is it?• How to explain it?• Tips & Tools• BAN: Billing AccountNumber
  43. 43. Customer ExperienceRun the Play
  44. 44. Thank & Depart45
  45. 45. B r e a k T i m e !
  46. 46. Customer Experience
  47. 47. Behaviors• Be happy – smile• Listen to your customers. Make every customer feel important. Tiethe information back to customer.• Be helpful - even if theres no immediate profit in it.• Train to be helpful, courteous, and knowledgeable• Take the extra step.• Be show ready• Take ownership48
  48. 48. Store Culture• Attitude – Happiness/Fun• Leave the baggage at the door• Phones in the back room(Personal conversations should not be held in front of the customer ever!)• I CAN Help You Attitude• Team Selling49
  49. 49. Dress Code and Personal AppearanceThe Company considers it very important that you are well groomed, neat, and dressappropriately for your job function and, while we trust each employee’s commonsense and good judgment, a dress code must be followed that is appropriate tothe work environment.Appropriate dress and hygiene are important in promoting a positive company imageto our customers, both internally and externally.Retail Locations• “Team Colors” give us the competitive edge to continue to be “Best in Class” witha more polished and uniform look in the workplace.– Employee Portal > Shopping• Team Colors should be worn while in the workplace, at meetings, trainings, etc.• All clothing is to be free from wrinkles, tears, holes or stains. All employees areexpected to look sharp and ready to represent AT&T and RSW in a polishedmanner.50
  50. 50. Customer Experience Survey (CES)• Provides insight into the customer experience at your location & their willingness torecommend AT&T to their friends and family.• Provides managers with timely feedback on customer interactions to positively coach andrecognize desired behaviors that drive overall customer satisfaction.• The goal is to improve our reputation and become Americas Premier Retailer. We can dothis by delivering an extraordinary customer experience to every customer, every time.51
  51. 51. CES Survey• The system uses wireless transactions from the previous day and sends the customer an SMS surveydirectly to the subscriber number involved in the transaction. The survey is personalized with thecustomer’s name and transaction, as well as the location that assisted them.• Here are the questions asked in the survey:• Customer receives intro text: @first name@, thanks for your recent purchase from@storename@. We’ll text you shortly for some feedback. (ALL TEXTS ARE FREE)• WTR question: How likely would you be to recommend AT&T to a friend – on a scale from10 (definitely) to 1 (definitely not)?• Rep Sat question (based on customer response to previous question, negative / neutral /positive): Happy to hear that/Thanks/Sorry to hear that. How satisfied were you with theservice provided by your retail Rep – on a scale from 10 (completely) to 1 (not at all)?• Wait Time (based on customer response to previous question, negative / neutral / positive):Happy to hear that/Thanks/Sorry to hear that. How long did you wait for a sales Rep to assistyou? a. Less than 5 minutes, b. 5-10 minutes, c. 10-15 minutes, d. 15-20, e. More than 20minutes• Comment request: Please provide any additional Feedback to help us fully understand yourexperience.• Final Message: Thanks52
  52. 52. CES: Benefits53AT&T Benefits• Provide more accuratemeasure of the customerexperience• Reduce returns by proactivelyidentifying and contacting “at-risk” customers• Identify activities and trainingto continually improve thecustomer experience• Encourage & share bestpractices• Customers who recommendAT&T are more loyal andpurchase more frequently.Customer Benefits• Give Customers the ability toexpress their opinion at theirconvenience• Customers respond in theirown language: comments arenot paraphrased
  53. 53. Who getsthe survey?54ActivationsUpgradesIncludes upgrade reversalsIn a cross upgrade, thenumber eligible for theupgrade get the survey, notnecessarily the line thatobtained the new device.Rate Plan ChangesChange of Equipment
  54. 54. CES: Scoring from Customers56• Their impression: Blown away, delighted, “Wowed”• These customers are more likely to:• Provide repeat business and commit to higher revenue services• Use AT&T for home products and services• Tell ONE person about their good experiencePromoters(10-9)• Their impression: Unenthusiastic, neutral, “ok”, “everything was fine”, “no problems”• These customers are more likely to:• Defect to a competitor for a better offer• Keep their existing home services• Not likely to provide referralsPassives(8-7)• Their impression: Dissatisfied, unhappy, frustrated• These customers are more likely to:• Churn• Cancel services and remove features• Call Customer Care• Tell TEN people about their poor experienceDetractors(6-1)
  55. 55. RSW Expectations• As of November 1st 2012, the minimum expectation per Red Skye Wireless is 85-90% for Willingness to recommend.• Clean and organized store a comparable experience to AT&T COR• All Solution Experts in AT&T True Blue attire with name tag• CSG usage with every customer59
  56. 56. 60
  57. 57. Quick Review• What is the main tool for sales & customersatisfaction?
  58. 58. Q u i c k R e v i e w1. CSG: Customer Info– What are MUST HAVEs?2. CSG– Frequency Expectation?
  59. 59. Customer ExperienceRun the Play
  60. 60. Customer ExperienceBreak Time!
  61. 61. P o i n t s O p p o r t u n i t y• Trusted Advisor vs. Clerk• Opportunities using clues from customersPoints!• The following slides contain pictures of potentialcustomers.• In your groups, list the opportunities that come to mindbased on visible customer clues.• Points are awarded for unique answers.
  62. 62. Customer CluesWhat opportunities cometo mind when you seethis customer?Customer Experience
  63. 63. Customer CluesWhat opportunities cometo mind when you seethis customer?Customer Experience
  64. 64. Customer CluesWhat opportunities cometo mind when you seethis customer?Customer Experience
  65. 65. Customer CluesWhat opportunities cometo mind when you seethis customer?Customer Experience
  66. 66. Q u i c k R e v i e w :P o i n t s O p p o r t u n i t y• WTR1. Define2. How tied to CSG?3. How customer views?
  67. 67. Wi r e l e s s H o m e P h o n e• WHP• Keep It Simple!– Sell within 30 seconds!• Main Advantages?
  68. 68. D a y 3: We l c o m e B a c k !In life, we don’t have problems.We have OPPORTUNITIES.
  69. 69. A p p s b y O SCategories Windows Apps BlackBerryApp WorldAndroid AppleProductivityMusicGamesPicsFitnessMovies/TVMagazines/BooksSavings/Coupons
  70. 70. A p p s b y O SCategories Windows Apps BlackBerry AppWorldAndroidGoogle PlayAppleProductivity MS Office Box Numbers & Pages(Excel & Word)YouTubeWeather TracksSquare (ccprocessing)Battery SaverMusic PandoraSpotifyBB RadioSound Hound (likeShazam)iTunesGames Xbox StoreZuneLast FMAngry Birds Candy CrushTemple RunHungry SharkPics BBIMPhoto StudioInstagram Snap ChatPhoto StreamFitness RuntasticMy CoachNikeInsanityMovies/TV Netflix U-verse
  71. 71. (WH P ) Wi r e l e s s H o m eP h o n e• Review: What do you know about WHP?• 5 points for each bullets in my notes!• 10 Bonus Points for the checklist used to qualifycustomers for WHP.
  72. 72. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Wireless Home Phone
  73. 73. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Agenda85 Overview Pricing Benefits Best Practices Bridging Statements Overcoming Objections Role Plays
  74. 74. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Wireless Home Phone is a low-cost home calling solution available to customersand small businesses to use cordless or corded telephones to make and receivecalls over the AT&T mobile network.Sellers should ALWAYS use the pCA tool FIRST and sell WHP to qualified customers.Overview86
  75. 75. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.87
  76. 76. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.88
  77. 77. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.89
  78. 78. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Pricing90FamilyTalk Plan:Customers can add the Wireless Home Phone to theirFamilyTalk plan for just $9.99/mo.Unlimited Wireless Home Phone Rate Plan:The Unlimited Wireless Home Phone rate plan is $19.99/moand offers unlimited domestic calling. This is also a great planfor new AT&T customers.Equipment:$129.99 No-commitmentFree Requires two-year wireless agreement
  79. 79. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Benefits91Saves money - In most cases, customers who convert from other carriers wiredservice to AT&T Wireless Home Phone reduce the cost of their home telephoneservice.Use existing home phone equipment - Customers can use any availabletouchtone cordless or corded telephone equipment.Self-installation - Install the base station by plugging it into a standardelectrical wall outlet.No number changes - Customers can use their current home number orestablish a new one.Advanced features included - Call Waiting, Three-Way Calling, Call Forwarding,Caller ID, and Voicemail.Consolidated billing - Get all calling services from one company, all in one bill.Plan choices - Customers have a choice between two calling plans, both under$20/month.Portability - Great for customers on the move who need home phone access insecondary locations (e.g. RV, lake homes, cottages, cabins, second homes, etc.).
  80. 80. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.BENEFITS TO YOU92 Increase Ga/Opps ratio = $$$ Increased loyalty to you and your store = $$$ Increased Customer satisfaction = $$$ More opportunity for referrals = $$$
  81. 81. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Best Practices93 Product knowledge Qualify every customer Demonstrate the product Know your competition Complete LSO course 60589268
  82. 82. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.94
  83. 83. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.95
  84. 84. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.96
  85. 85. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Top Sellers Best Practices97 Make sure you use the “Offers” link shown in the PCA eligibilitychecker with every customer. Quiz your sellers daily, make sure they are knowledgeable aboutthe product. Sell the benefits of the product first then mention price Print the WHP flyer and use it as a bag stuffer. When you present the solution to the customer, include the WHPas part of the package. Have the customers call from the WHP demos to test they newlyactivated phone.
  86. 86. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Bridging Statements98 I see that you are eligible for our new AT&T Wireless Home Phone service. Who is yourcurrent home phone service provider? So it looks like you still have an available add a line on your FamilyTalk/BusinessTalkaccount. We have a new home phone service solution that only costs $9.99/month. Doyou mind if I ask who provides your home phone service? From what you have told me, family is important to you and you try to catch up withyour relatives and friends who do not live nearby. How would you like to have unlimitedhome phone service for just $19.99 a month? You mentioned that you own a small business. Who provides your business phoneservice? You mentioned that you have kids/parents that lives with you. How do you keep intouch with them when you are not home?
  87. 87. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Overcoming Objections99“I have a bundle service package with XYZ Provider…”Bundle prices are typically promotional. Be sure to check with your current providerand truly understand what you may be paying over time for your phone service.“What if my power goes out…I need my phone…”Wireless Home Phone comes with 36hrs of standby battery backup and 3.5 hours oftalk time.“I don’t currently have a home phone…”Have you ever considered getting a low cost home phone alternative to keep yourother family members or children connected when you aren’t home? Starting at just$9.99/mo. you can use your current wireless plan’s minutes and benefit from pieceof mind that you can always reach your family at home.“I live in two different homes throughout the year…”With a vacation home, 2nd home or need to access home phone calls from almostanywhere, Wireless Home Phone is able to go with you. It’s extremely portable. Plusyou keep your current home phone number and equipment!
  88. 88. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Role Plays100
  89. 89. © 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.TabletsAT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  90. 90. Agenda Why Tablets Learning Tablets Uncovering Opportunities Promotions What’s in it for YOU104 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
  91. 91. Tablet Industry Trends105 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. Tablets are the fastest growing computer segment. Sales expected to grow from 16.1 million in 2010 to 147.2million in 2015…some studies predict sales as high as 200million. Tablet adoption occurring at a record pace, toppingSmartphone, computer, DVD, MP3 player and gamingsystem adoption rates. We NEED to be in this marketplace in order to keep upwith the market demand for the latest communicationstechnology.
  92. 92. Tablets boost productivity Functionality similar to a computer with instant on access. Easy to carry for access anywhere with 3G/4G connectivity. Long battery life for up to 10 hours of use. Tablet optimized applications for various activities and industries. Full screen email and web browsing. Books available as reference anytime, anywhere. Bridge the gap between smart phone and computer.106
  93. 93. Why Tablets? Ease of use!107 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
  94. 94. AT&T Product Line108 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.AT&T has the best tablet lineup in the industry!Ipad 4 and Ipad MiniSamsung Galaxy Tab 2ASUS VivoTab RTSamsung ATIV smart PC
  95. 95. ASUS VivoTab RT Windows RT OS Powered by Nvidia quad-core 1.3GHz processor. Efficiently designed for a longer battery life. Lightweight (0.33 inches thick and 18.897 ounces). 8MP rear camera with 1080p HD video record and 2MP front camera for video chat. 32GB internal memory with MicroSDHC support for up to 64GB109 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
  96. 96. Samsung ATIV smart PC 11.6" PLS display for crafting presentations, spreadsheets, or surf the Web allin HD (135ppi). USB 2.0 port to assist with transfer files or connecting keyboards, printers,audio devices. 8MP rear camera with 1080p HD video record and 2MP front camera for videochat. 64GB internal memory with MicroSDHC support up to 32GB.110 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Buy Any Galaxy Smartphone, Get $100 Off Second Samsung Connected Device
  97. 97. Samsung Galaxy Tab 2 Store stuff on the tablet with 16GB storage or on up to 32GB MicroSDcards. Amazon Kindle, Zinio, and Real Racing 2 preloaded. Watch movies or make your own in up to 720p resolution. AT&T LTE and 1.5GHz dual-core processor .111 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Buy Any Galaxy Smartphone, Get $100 Off Second Samsung Connected Device
  98. 98. iPad 4 and iPad Mini AirPlay Mirroring to Apple TV . Dual-core A6X with quad-core graphics. High-resolution Retina display. Runs on AT&Ts ultra-fast 4G LTE. Same great 10-hour battery life. 7.9-inch (diagonal) LED-backlitMulti-Touch display with IPS technology Dual-core Apple A5 chip for fasterperformance. 1080p HD video recording Two cameras for FaceTime video calling,HD recording, and PhotoBooth.iPad Mini112 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.iPad 4
  99. 99. © 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Tablet Plans©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.113
  100. 100. Tablet Plans:2-year commitment Monthly Cost OverageAT&T Data Connect Personal 250MB $14.99 $14.99 per additional250mbAT&T Data Connect Personal 3GBAT&T Data Connect Personal 5GB$30.00$50.00$10.00 per additional 1GB114 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Prepaid Monthly Cost OverageAT&T Data Connect Personal 250MB $14.99 N/AAT&T Data Connect Personal 3GBAT&T Data Connect Personal 5GB$30.00$50.00N/AIndividual/FamilyTalk PlanMobileshare plan:$10 per month* $150 ETF prorated $4 per month.
  101. 101. Promotions115 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
  102. 102. Promotions$100 off Tablet Sale - Buy any tablet with a new 2-yr. data plan and get $100 off. Customers who purchase any tablet with a two-year commitment and qualifying data plan get$100 off. They must activate on a Mobile Share account or postpaid data plan.Buy Any Galaxy Smartphone, Get $100 Off Second Samsung Connected Device Customers who buy any Samsung Galaxy smartphone (Skyrocket, GSII, GSIII, Note, orExhilarate) get $100 off a second Samsung device.$100 off COAM Tablet Activation Customers who activate any tablet with a two-year commitment and qualifying data plan get$100 off. They must activate on a Mobile Share account or postpaid data plan.116 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
  103. 103. What should I know about tablets?117 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
  104. 104. Best Practices118 MYATTMST.COM Show videos Share personal stories Leverage demo content on ipads
  105. 105. Uncovering the OpportunitiesFrom any Smartphone sale: What’s your favorite website? Have you seen what it looks like on a tablet? How often do you watch movies on your Smartphone or laptop? How often do you use email on your Smartphone or laptop? How often do you read books on your Smartphone or laptop?From any wired sale: How often do you use a laptop? How would you like to browse the “full” internet anywhere, anytime? Do you have Uverse? Have you seen the new Uverse tablet app? Do you have DirecTV? Have you seen their tablet app?119 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
  106. 106. Objections? It costs too much! Focus on value, not price when offering your solution. Our line-up of tablets offers all customers theability to own a tablet. I don’t want to pay an additional monthly fee! What are some applications that you are using now throughout the day? I don’t want to learn “something new” You indicated you really love your Smartphone; let me show you a tablet with the same operatingsystem to make your life a lot easier I already have a laptop/pc at home The portability of a mobile phone combined with many of the benefits of your laptop allow tablets togive users the best of both worlds. In addition, AT&T pre-installed applications optimize the user-experience!120 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
  107. 107. What’s in it for YOU? Increase Ga/Opps ratio = $$$ Increase your MRCPO = $$$ Increased loyalty to you and your store = $$$ More opportunity for referrals = $$$121 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
  108. 108. So, why tablets? Industry growth is staggering Adoption becoming mainstream People prefer using tablets over computers for various activities Driving customer satisfaction AT&T product line-up People are ALREADY BUYING THEM – but are they buying them from YOU?122 ©2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
  109. 109. © 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.Role PlaysAT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
  110. 110. H o m e P r o d u c t s• U-verse– TV, HSI, Home Phone• DirecTV• Home Phone• Resources
  111. 111. B e g i n 5/23/13
  112. 112. T i m e C a r d• RQ4• Schedule• Manager Edits – submit via text same day• Approve Hours– Time Sheet Approval Procedure• Overtime– Must be approved by manager
  113. 113. C u s t o m e r D i s c o u n t s• ECPV in CSP• FAN Discounts• In-store discounts
  114. 114. C r o s s U p g r a d e s• DLR1020 Cross Upgrade in PDC• How to ring out in PDC– Save IMEI for cross upgrade• Ring out in RQ4– PDC & RQ4 must match EXACTLY– Carrier integration with Cross Upgrade
  115. 115. R Q 4 D a s h b o a r d• Metrics• What to look at
  116. 116. Wr a p -U p• Action Items• Resources

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