1. © 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.1
Wireless
Expressions
Employee Summit
June 26, 2011

2. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Every second of the day, 8 customers walk into an AT&T retail
location.
2
Facts:
Every minute, 40 customers sign a 2 year agreement with
AT&T.
Every 18 months, 307 million people, which is equal to the
entire U.S. population, walk through our doors.

3. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Research shows the two most important
factors for customers making purchases are:
Location
Positive Customer Experience
45% of JD Powers’ customer reviews are based on
Rep interactions with customers.
How many chances do WE have to be extraordinary
everyday?

4. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
How are we doing? – COR Vs. Dealer
4
Greeting
Customer name
Positive attitude
Undivided attention
Walk to the door
COR / Dealer
95%
41%
91%
94%
70%
85%
22%
84%
86%
53%

5. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Our main goal is to simplify all the Guiding
Principles of our business.
1. Our vision
2. AT&T Customer Rules
3. 5 Key Behaviors
4. 6 Step Sales Process
5. Make it Seamless
Today we have:
5
Tomorrow we will have ONE goal that will incorporate all the
above. . .

6. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Our
6
Retail
Promise

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Our Company Vision
To connect people with their world
everywhere they live and work, and do it
better than anyone else.
Our Brand
Rethink Possible® drives our curious,
open, inventive and purposeful brand. It’s
an invitation to customers, urging them to
rethink their own perceptions of what’s
possible.
The AT&T Customer Rules!
These guiding principles place the customer
at the center of all that we do. We make the
rules real with every customer, every time.

8. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
smart
8
FRIENDLY
&FAST

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The 5 Key Behaviors
All retail employees can make customer interactions personal and memorable by
delivering an extraordinary experience to every customer, every time, by:
1) Welcoming customer to our store with a warm, friendly, and
genuine greeting.
2) Using customer name whenever possible.
3) Giving the customer your undivided attention.
4) Maintaining a positive attitude with every customer.
5) Walking them to the door, thanking them, and giving them a
warm, friendly goodbye.

10. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
the
10
AT&T
Retail Experience

11. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.11
We follow The AT&T Retail Experience which details
the six simple steps of our sales and service process –
and throughout the process we apply the 5 Key
Behaviors to deliver an extraordinary customer
experience that’s smart, friendly and fast.

12. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Retail Experience Results – COR Vs. Dealer
12
Greeting
Build Value
COR/Dealer
63%
46%
53%
34%
Percent of customers asked about:
Feature/Data
Service Problems
Equipment
Business
Network
Wired
79%
70%
58%
32%
27%
7%

13. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.13
greet&
APPROACH
COR: 63%
Dealer 53%

14. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.14
*Provide a warm, friendly and genuine greeting
within seconds of the customer’s arrival.
*Introduce yourself with a smile and learn the
customer’s name.
*Ask the purpose of the customer’s visit to
ensure we provide fast, efficient service.
*Assure the customer we can assist with their
needs and encourage them to interact with our
products.

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VALUEBuild
COR: 46%
Dealer 34%

16. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.16
*Connect with the customer by using their name
and giving your undivided attention.
*Be enthusiastic and demonstrate a positive “I
can help” attitude.
*Ask qualifying questions and listen carefully to
understand the customer’s needs.
*Maintain eye contact. Avoid distractions and
confirm understanding of the customer’s needs.

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offerSOLUTIONS
COR: 46%
Dealer 39%

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*Offer personalized solutions based on the
customer’s needs.
*Match the right product to each customer’s
mood, tone, and technical knowledge.
*Don’t focus only on our products, leverage The
AT&T Advantages.
*If the customer comes in with a problem, own it
and do all you can to solve it during their visit.

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Reps offered solutions:
Service 85%
Features 64%
Accessories 25%
Bundles 18%

20. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Tools You have
20
*Training
*Dedicated Wireline Customer Experience Support
*Dedicated Wireless Customer Support
*pCA
*MiTi Map Tool
How many times do you use the PCA tool?
Do not ask, “What’s your mobile number?”
Do ask, “What’s your address?”

21. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
WRSC
21
Every Time
Gulf Market is part of a nation-wide trial
for WRSC. Only the dealers in our market
are taking part in this trial. Success
depends on you.

22. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.22
gainagreement
COR: 46%
Dealer 34%

23. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.23
*Recap the solution you have proposed.
*Listen and respond clearly to questions and
objections.
*Inform your customer about what you are doing
when using tools or when you need to step away.
*As you complete the transaction, ensure you’ve
provided a complete solution.
*When assisting with a service issue, let the
customer know what was done to fix it.

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Educate

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*Setup and demonstrate the device so the
customer is confident and ready to go.
*Be sure to setup email, voicemail, social
networks and transfer contacts.
*Show the customer how to navigate their
device, access applications and use preferred
features.
*Direct customer to online tutorials for more
information.
*Review the Customer Service Summary to set
expectations and avoid unpleasant surprises.
*Confirm the customer understands and is
satisfied with the transaction.

26. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.26
thank
&DEPART
COR: 79%
Dealer 64%

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*Verify the customer’s needs were met: “Is
there anything else I can help you with today?”
*Present your business card, invite the
customer to call with questions and ask the
customer for referrals.
*Walk the customer toward the door, thank
them and give a warm, friendly goodbye.
*Take advantage of this final opportunity to use
the customer’s name – and to make a lasting
impression of courtesy and caring.
*EDUCATE THE CUSTOMER ABOUT THE
SURVEY!

28. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Expectations:
Page 28
Extraordinary Customer Experience:
Net Rep Satisfaction = 90%
Net Willingness to Recommend = 70%
Wait Time <5 Minutes = 80%
No customer is allowed to leave unhappy!
U-verse / Wired:
100% Door Participation Weekly
100% Rep Participation Monthly
U-verse green doors = 10 U-verse IPTV sales per month (28 U-verse services per month)
Leverage pCA tool every day, with every customer
FRRPO:
Current Goal is $32.00
Year End Goal is $36.00
Data & Unlimited Messaging packages are key
Door Productivity:
35+ Total Gross Adds per door
90+ Total Opportunities per door
Increase Small Biz, IRU/CRU and Prepaid focus where applicable

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Q U TO AThe numbers for your quota have
been adjusted to the following . . .

30. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Quota – Total Ops
30
35
39
30
35
45
37
35
30
30
39
30
Arab
Ashland
Fayette
Fort Payne
Guntersville
Haleyville
Jacksonville
Oxford
Pell City
Scottsboro
Winfield

31. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Quota - Gross Adds
15
15
15
12
15
12
12
12
12
15
15
31
Arab
Ashland
Fayette
Fort Payne
Guntersville
Haleyville
Jacksonville
Oxford
Pell City
Scottsboro
Winfield
Gross Adds are
New Activations
and Prepaid

32. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Compensation Schedule
32
New Activations & Upgrades
Contract Value Commission
$0 – $45.00 $15.00
$45.01 – 69.98 $20.00
$69.99+ $35.00
Prepaid Activations $5.00

33. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
All feature adds and renewals
will be 75% of MRC.
Say Thank you!

34. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
FRRPO BONUS
The FRRPO requirement that AT&T
has set for WE INC. is currently
$32.00 and if, as a company, we
can reach this, you will get a 25%
bonus on new feature adds bringing
the total feature comp to 100%.

35. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.35
Questions

36. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
AT&T U-verse
AT&T U450 $80.00
AT&T U300 $75.00
AT&T U200 $70.00
AT&T U100 $42.50
AT&T HSI Comp
HSI 18 MAX $72.50
HSI MAX10 $67.50
HSI ELITE 62.50
HSI PRO (Xtreme) 57.50
HSI EXPRESS (ULTRA) 47.50
HSI BASIC 10.00

37. © 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.37
Questions