DOS AND DONTS
What is the first thing you do when you get to the store?
Check in with store manager!
It is highly encouraged to build an amazing relationship with store managers and assistant managers.
Typical time customers receive the switcher reward after approval.
8-10 weeks
TRUE OR FALSE
Your activation fees will be refunded on your second or third bill
FALSE
How would you respond to "I still owe money on my phones"
What is the switcher payoff offer?
You explain reimbursement after they submit their bill.
AT&T will cover up to $800 Reimbursment Per phone
What is the system used to get a customer stopped in the store?
What is BEAST factors?
Why should you have your name badge on?
It shows who you are, and who you are with. It allows proper identification for customers, and Target employees.
AT&T does NOT do this for the customer’s previous carrier.
Pay the carrier directly
Customers can upgrade after paying this percentage of the phone.
33% - Which will be paid in 12 months or can be paid in total at time of upgrade
If a customer is worried about using hotspot for work or school, how would you handle that?
What is Premium Plan with 60 GB hotspot?
You position the plan with the highest hotspot allowance.
What is the system used when a customer is in a rush?
Urgency
True or False you should make negative or false claims about other companies.
False.
There’s no need to as you may offend someone by speaking negatively about a product they have purchased in the past. Instead focus on the great things about the product you’re representing.
Explain the tax hold when customers pay in store.
There is a pending hold on your card from the taxes paid today. As each phone ships, you will see the individual taxes charged per phone to your card. (it will look like you got charged double) once the last phone ships the original hold from today will be released. (like a hotel charge for incidentals)
This promotion applies to the rate plan, not accessories or device installments.
Signature discount- 25%
Military, first responders, teachers, nurses, doctors.
Account holder needs to be the one who qualifies for the discount.
Customer has a lot of family members on the plan and they all individually send them money for their bill.
What is At&T Split Pay?
Standing tall, shoulders back, and open posture communicates this to customers.
Confidence - Body Language
Carrying a personal bag on the sales floor violates this store department.
Loss prevention policy
What happens if a customer cancels their service mid contract?
Forfeited. They will now have to pay the total value of the phone - regardless of trade ins
TRUE OR FALSE
International Outbound Calling is Included in the Premium Plan
FALSE.
We cannot add the international calling plan at point of sale is Sara +. If the customer wants to add this plan after the point of sale the cost is $15 dollars a month and must wait 90 days after adding the plan to participate in the benefits of the international calling plan.
Customer constantly upgrades phones every year.
What is Next Up Anytime?
You offer early upgrade flexibility.
Telling a quick relatable explanation of why you’re there is this step.
Short Story
Explaining a customers trade in value and making sure its correct is one of our main priorities. True or False?
True.
If this is not correct, you can really mess up a customers bill and cause unwanted escalations.
A customer’s first bill shows the full device installment and no trade-in credit yet. This is why.
What is trade-in credits take 1–2 billing cycles to apply and are issued as monthly bill credits (with any missed credits applied retroactively)?
What do the Extra and Premium plan offer?
Premium Plan - Unlimited Talk, Text, Data. 60Gb hotspot. Unlimited priority data. International in Mexico, Canada, Central and South America, DR
Extra - Unlimited Talk, Text, Data. 30Gb hotspot. 75Gb priority data. Mexico and Canada international.
Customer travels internationally and thinks roaming will be expensive.
What is AT&T International Day Pass?
Explain they can use their phone abroad without huge roaming bills. 12$/day for 10 days.
Name the great work habits
Have & maintain a great attitude
Be on time
Be Prepared
Work a full day
Work your territory correctly
Respect the customer & client
Understand your opportunity
Take control