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AT&T Wireless Expressions Employee Summit
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AT&T Wireless Expressions Employee Summit
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
7.
© 2010 AT&T
Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.7 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
9.
© 2010 AT&T
Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.9 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.
15.
© 2010 AT&T
Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.15 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.
17.
© 2010 AT&T
Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.17 offerSOLUTIONS COR: 46% Dealer 39%
18.
© 2010 AT&T
Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.18 *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.
19.
© 2010 AT&T
Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.19 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.
24.
© 2010 AT&T
Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.24 Educate
25.
© 2010 AT&T
Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.25 *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%
27.
© 2010 AT&T
Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.27 *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
29.
© 2010 AT&T
Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.29 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
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