This new hire training document covers an introduction to the new hire training course from May 20-23, 2013. It discusses expectations for the training including being discussion-style and using phones on silent. It also reviews important tools and resources for sales and customer satisfaction like the Complete Solutions Guide. The document outlines sections of the training on resources, systems used, focusing on customer experience, behaviors, culture, and dress code. It discusses the Customer Experience Survey and scoring as well as Red Skye Wireless expectations.

1. New Hire Training
5/20 – 5/23/13

2. "When you know something, say what you know.
When you don't know something,
say that you don't know. That is knowledge."
- Confucius

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. 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. R e s o u r c e s
• Important Phone Numbers
• Logins Reference Sheet
• Glossary

6. R e s o u r c e : E m p l o y e e
P o r t a l
• Overview
• Resources >
– Equipment Briefs (devices)
– Communications Connection Site
• Company Newsfeed
– Handset Pricing

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. C
S
P

9. "What I hear, I forget.
What I see, I remember.
What I do, I understand."
- Confucius

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 for
reference

11. Customer
Experience
3/1/2013
11
AT&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. Our Promise
12

13. The 5 Key Behaviors
13

14. The AT&T Retail Experience
14

15. The AT&T Complete Solutions Guide (CSG)
15

16. Greet & Approach
16

17. Customer Experience
Listening

18. Greet & Approach CSG
18

19. • What is the expectation of when to use the CSG?

20. C S G : E f f e c t i v e
Q u e s t i o n
D e t e r m i n e P u r p o s e
 Note question on
your CSG
“I s t h i s
f o r w o r k
o r
p e r s o n a l ? ”

21. Customer Experience
Question Types
Closed-Ended Questions
Open-Ended Questions
MOST VALUABLE?
High-Value Open-Ended Question

22. C S G : E f f e c t i v e
Q u e s t i o n
H 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 on
your CSG
“Mr. Customer, if
you don’t mind, walk
me through a typical
day for you…”

23. C S G : E f f e c t i v e
Q u e s t i o n
Wi r e l e s s H o m e P h o n e
 Note question on
your CSG
“H o w w o u l d
y o u l i k e
t o c u t
y o u r h o m e
p h o n e b i l l
i n H A L F ? ”

24. Build Value
24

25. Build Value CSG
25

26. 26
pCA

27. • GREAT resource for
sellers!
• What can this tool
do for you?
Build Value: MST

28. C S G : E f f e c t i v e
Q u e s t i o n
T a b l e t s
 Note question on
your CSG
“H o w m a n y
t a b l e t s d o
y o u h a v e
a n d h o w d o
y o u
c u r r e n t l y
c o n n e c t
t h e m ? ”

29. M P P
? What are key selling
points of this
service?
? What is the sales
expectation?
? What’s the PITCH?
? What are the
TERMS &
CONDITIONS?

30. C S G : E f f e c t i v e
Q u e s t i o n
M P P
 Note question on
your CSG
“H o w d o y o u
p l a n o n
p r o t e c t i n
g y o u r
d e v i c e ? ”

31. Offer Solutions
31

32. Offer Solutions CSG
32

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. Gain Agreement
34

35. Gain Agreement CSG
35

36. Educate
36

37. myAT&T
37

38. Educate & Demo
38
ITP and CSS (following slides)

39. Customer Experience
the
Possibilities
What is it?
Why do we use it?
How do you introduce it?

40. Customer Experience

41. Customer Experience

42. Customer Service Summary
• CSS
• What is it?
• How to explain it?
• Tips & Tools
• BAN: Billing Account
Number

43. Customer Experience
Run the Play

44. Thank & Depart
45

45. B r e a k T i m e !

46. Customer Experience

47. Behaviors
• Be happy – smile
• Listen to your customers. Make every customer feel important. Tie
the information back to customer.
• Be helpful - even if there's no immediate profit in it.
• Train to be helpful, courteous, and knowledgeable
• Take the extra step.
• Be show ready
• Take ownership
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 Selling
49

49. Dress Code and Personal Appearance
The Company considers it very important that you are well groomed, neat, and dress
appropriately for your job function and, while we trust each employee’s common
sense and good judgment, a dress code must be followed that is appropriate to
the work environment.
Appropriate dress and hygiene are important in promoting a positive company image
to our customers, both internally and externally.
Retail Locations
• “Team Colors” give us the competitive edge to continue to be “Best in Class” with
a 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 are
expected to look sharp and ready to represent AT&T and RSW in a polished
manner.
50

50. Customer Experience Survey (CES)
• Provides insight into the customer experience at your location & their willingness to
recommend AT&T to their friends and family.
• Provides managers with timely feedback on customer interactions to positively coach and
recognize desired behaviors that drive overall customer satisfaction.
• The goal is to improve our reputation and become America's Premier Retailer. We can do
this by delivering an extraordinary customer experience to every customer, every time.
51

51. CES Survey
• The system uses wireless transactions from the previous day and sends the customer an SMS survey
directly to the subscriber number involved in the transaction. The survey is personalized with the
customer’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 from
10 (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 the
service 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 assist
you? a. Less than 5 minutes, b. 5-10 minutes, c. 10-15 minutes, d. 15-20, e. More than 20
minutes
• Comment request: Please provide any additional Feedback to help us fully understand your
experience.
• Final Message: Thanks
52

52. CES: Benefits
53
AT&T Benefits
• Provide more accurate
measure of the customer
experience
• Reduce returns by proactively
identifying and contacting “at-
risk” customers
• Identify activities and training
to continually improve the
customer experience
• Encourage & share best
practices
• Customers who recommend
AT&T are more loyal and
purchase more frequently.
Customer Benefits
• Give Customers the ability to
express their opinion at their
convenience
• Customers respond in their
own language: comments are
not paraphrased

53. Who gets
the survey?
54
Activations
Upgrades
Includes upgrade reversals
In a cross upgrade, the
number eligible for the
upgrade get the survey, not
necessarily the line that
obtained the new device.
Rate Plan Changes
Change of Equipment

54. CES: Scoring from Customers
56
• 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 experience
Promoters
(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 referrals
Passives
(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 experience
Detractors
(6-1)

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 customer
59

56. 60

57. Quick Review
• What is the main tool for sales & customer
satisfaction?

58. Q u i c k R e v i e w
1. CSG: Customer Info
– What are MUST HAVEs?
2. CSG
– Frequency Expectation?

59. Customer Experience
Run the Play

60. Customer Experience
Break Time!

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 customers
Points!
• The following slides contain pictures of potential
customers.
• In your groups, list the opportunities that come to mind
based on visible customer clues.
• Points are awarded for unique answers.

62. Customer Clues
What opportunities come
to mind when you see
this customer?
Customer Experience

63. Customer Clues
What opportunities come
to mind when you see
this customer?
Customer Experience

64. Customer Clues
What opportunities come
to mind when you see
this customer?
Customer Experience

65. Customer Clues
What opportunities come
to mind when you see
this customer?
Customer Experience

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
• WTR
1. Define
2. How tied to CSG?
3. How customer views?

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. 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. A p p s b y O S
Categories Windows Apps BlackBerry
App World
Android Apple
Productivity
Music
Games
Pics
Fitness
Movies/TV
Magazines/
Books
Savings/
Coupons

70. A p p s b y O S
Categories Windows Apps BlackBerry App
World
Android
Google Play
Apple
Productivity MS Office Box Numbers & Pages
(Excel & Word)
YouTube
Weather Tracks
Square (cc
processing)
Battery Saver
Music Pandora
Spotify
BB Radio
Sound Hound (like
Shazam)
iTunes
Games Xbox Store
Zune
Last FM
Angry Birds Candy Crush
Temple Run
Hungry Shark
Pics BBIM
Photo Studio
Instagram Snap Chat
Photo Stream
Fitness Runtastic
My Coach
Nike
Insanity
Movies/TV Netflix U-verse

71. (WH P ) Wi r e l e s s H o m e
P 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 qualify
customers for WHP.

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. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Agenda
85
 Overview
 Pricing
 Benefits
 Best Practices
 Bridging Statements
 Overcoming Objections
 Role Plays

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 customers
and small businesses to use cordless or corded telephones to make and receive
calls over the AT&T mobile network.
Sellers should ALWAYS use the pCA tool FIRST and sell WHP to qualified customers.
Overview
86

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Pricing
90
FamilyTalk Plan:
Customers can add the Wireless Home Phone to their
FamilyTalk plan for just $9.99/mo.
Unlimited Wireless Home Phone Rate Plan:
The Unlimited Wireless Home Phone rate plan is $19.99/mo
and offers unlimited domestic calling. This is also a great plan
for new AT&T customers.
Equipment:
$129.99 No-commitment
Free Requires two-year wireless agreement

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Benefits
91
Saves money - In most cases, customers who convert from other carriers' wired
service to AT&T Wireless Home Phone reduce the cost of their home telephone
service.
Use existing home phone equipment - Customers can use any available
touchtone cordless or corded telephone equipment.
Self-installation - Install the base station by plugging it into a standard
electrical wall outlet.
No number changes - Customers can use their current home number or
establish 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 in
secondary locations (e.g. RV, lake homes, cottages, cabins, second homes, etc.).

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BENEFITS TO YOU
92
 Increase Ga/Opps ratio = $$$
 Increased loyalty to you and your store = $$$
 Increased Customer satisfaction = $$$
 More opportunity for referrals = $$$

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Best Practices
93
 Product knowledge
 Qualify every customer
 Demonstrate the product
 Know your competition
 Complete LSO course 60589268

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Top Sellers Best Practices
97
 Make sure you use the “Offers” link shown in the PCA eligibility
checker with every customer.
 Quiz your sellers daily, make sure they are knowledgeable about
the 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 WHP
as part of the package.
 Have the customers call from the WHP demos to test they newly
activated phone.

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Bridging Statements
98
 I see that you are eligible for our new AT&T Wireless Home Phone service. Who is your
current home phone service provider?
 So it looks like you still have an available add a line on your FamilyTalk/BusinessTalk
account. We have a new home phone service solution that only costs $9.99/month. Do
you 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 with
your relatives and friends who do not live nearby. How would you like to have unlimited
home phone service for just $19.99 a month?
 You mentioned that you own a small business. Who provides your business phone
service?
 You mentioned that you have kids/parents that lives with you. How do you keep in
touch with them when you are not home?

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Overcoming Objections
99
“I have a bundle service package with XYZ Provider…”
Bundle prices are typically promotional. Be sure to check with your current provider
and 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 of
talk time.
“I don’t currently have a home phone…”
Have you ever considered getting a low cost home phone alternative to keep your
other 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 piece
of 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 almost
anywhere, Wireless Home Phone is able to go with you. It’s extremely portable. Plus
you keep your current home phone number and equipment!

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Role Plays
100

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Tablets
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement

90. Agenda
 Why Tablets
 Learning Tablets
 Uncovering Opportunities
 Promotions
 What’s in it for YOU
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91. Tablet Industry Trends
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 Tablets are the fastest growing computer segment.
 Sales expected to grow from 16.1 million in 2010 to 147.2
million in 2015…some studies predict sales as high as 200
million.
 Tablet adoption occurring at a record pace, topping
Smartphone, computer, DVD, MP3 player and gaming
system adoption rates.
 We NEED to be in this marketplace in order to keep up
with the market demand for the latest communications
technology.

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. Why Tablets? Ease of use!
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94. AT&T Product Line
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AT&T has the best tablet lineup in the industry!
Ipad 4 and Ipad Mini
Samsung Galaxy Tab 2
ASUS VivoTab RT
Samsung ATIV smart PC

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 64GB
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96. Samsung ATIV smart PC
 11.6" PLS display for crafting presentations, spreadsheets, or surf the Web all
in 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 video
chat.
 64GB internal memory with MicroSDHC support up to 32GB.
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Buy Any Galaxy Smartphone, Get $100 Off Second Samsung Connected Device

97. Samsung Galaxy Tab 2
 Store stuff on the tablet with 16GB storage or on up to 32GB MicroSD
cards.
 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. iPad 4 and iPad Mini
 AirPlay Mirroring to Apple TV .
 Dual-core A6X with quad-core graphics.
 High-resolution Retina display.
 Runs on AT&T's ultra-fast 4G LTE.
 Same great 10-hour battery life.
 7.9-inch (diagonal) LED-backlit
Multi-Touch display with IPS technology
 Dual-core Apple A5 chip for faster
performance.
 1080p HD video recording
 Two cameras for FaceTime video calling,
HD recording, and PhotoBooth.
iPad Mini
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iPad 4

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Tablet Plans
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100. Tablet Plans:
2-year commitment Monthly Cost Overage
AT&T Data Connect Personal 250MB $14.99 $14.99 per additional
250mb
AT&T Data Connect Personal 3GB
AT&T Data Connect Personal 5GB
$30.00
$50.00
$10.00 per additional 1GB
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Prepaid Monthly Cost Overage
AT&T Data Connect Personal 250MB $14.99 N/A
AT&T Data Connect Personal 3GB
AT&T Data Connect Personal 5GB
$30.00
$50.00
N/A
Individual/FamilyTalk Plan
Mobileshare plan:
$10 per month
* $150 ETF prorated $4 per month.

101. Promotions
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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, or
Exhilarate) 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.
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103. What should I know about tablets?
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104. Best Practices
118
 MYATTMST.COM
 Show videos
 Share personal stories
 Leverage demo content on ipads

105. Uncovering the Opportunities
From 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?
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106. Objections?
 It costs too much!
 Focus on value, not price when offering your solution. Our line-up of tablets offers all customers the
ability 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 operating
system 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 to
give 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. 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. 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. © 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Role Plays
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement

110. H o m e P r o d u c t s
• U-verse
– TV, HSI, Home Phone
• DirecTV
• Home Phone
• Resources

111. B e g i n 5/23/13

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. 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. 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. R Q 4 D a s h b o a r d
• Metrics
• What to look at

116. Wr a p -U p
• Action Items
• Resources