At Your Service
3 of the things you should do in the greet step
What are Greet them at the door, Smile, Welcome to ATT, Name Exchange, What brings you in, I can help you with that, teaser, Be human, curious, and vibrant?
Cost to activate/ upgrade a line of service
What is $35?
ATT fiber reliability rating
What is 99%?
The name of the box used to control the system for DTV via Satellite.
What is the Genie?
ATT
What is American Telephone and Telegraph?
When making a recommendation, in addition to talking about the item and how great it is, we should also do this to get the customer excited and create ownership.
What is Demo (show it to the customer/ put it in their hands)?
Tool used on sales floor to share information with customers in regards to price and plans, and build quotes
What is MST?
The fastest fiber speed that we offer
What is 5GB?
The price to upgrade cloud storage for DTV Stream
What is $10 for unlimited?
AER
What is Acknowledge, Empathize, and Reassure?
Besides the reason the customer came in, the 3 topics we want to ask about in the Understand step
What is Live, Work, and Play
The 3 unlimited your way plans offered to post paid customers
What is the Premium, Extra, Starter plans?
Term meaning that upload and download speeds are the same for Fiber users
What is symmetry?
The early termination fee for each month remaining in term for DTV satellite.
What is $20 per month remaining in contract?
AMB
What is ATT Mobility Business (Agreement)?
Tool that we use to track our leads and access business leads .
What is the Sales Force Lead Management tool?
5 parts of a complete solution (Hint: the 5 categories of things you want to offer every customer to maximize your paycheck)
What are Devices (Wireless products), Internet, TV, Accessories, Protection plans?
Tool that allows you to set parental controls, check speeds, monitor who is using your wifi, etc.
What is ATT Smart Home Manager?
Minimum package on DTV required to get premium movie channels for 3 months free.
What is Choice?
FRAO
What is First Responder Appreciation Offer?
The six steps in the ATT Experience in order (The recipe for success )
What are Greet, Understand, Recommend, Confirm, Educate, and Thank?
The 2 ways a prepaid customer can get a discount on their monthly rate plan
What is multi line discount and the autopay discount?
Cost of installation if you choose to have someone come help you instead of using self installation
What is $99?
The minimum internet speed requirement to stream DTV Stream
What is 24mbps (8mbps per device x 3 connected devices)
CPNI
What is Customer Proprietary Network Information?