U-verse. demo practice guide

Size: px

Start display at page:

Download "U-verse. demo practice guide"

Amberly Goodwin
5 years ago
Views:

1 U-verse demo practice guide April 2012

This guidebook provides simple proven methods for the proper mechanics of how to demo U-verse.

2 Welcome to the AT&T U-verse interactive demo In this easy-to-use guide, you ll find step-by-step practical instructions on how to best use the AT&T U-verse Interactive Demo. This guidebook provides simple proven methods for the proper mechanics of how to demo U-verse. The U-verse Interactive Demo handbook is an internal coaching tool. 3 simple tips before you begin Keep it simple - use shortcuts Keep it conversational - demo what interests the customer Practice with your manager and peers 1

3 Keep it simple To demonstrate U-verse benefits, use shortcuts and enter channels directly when ever possible. By using channel shortcuts you can demo the desired benefit/feature immediately and avoid lengthy methods of finding the feature in the menu option. Demo shortcuts SC Buttons Channel Feature 1 On Demand 91 Online Photos: Flickr 97 YP TV 201 News Multiview 227 Weather on Demand 301 Kids Multiview 601 Sports Multiview 3113 ESPN Deportes 8000 U-verse On-line U-verse for Tablet U-verse Mobile 8100 Promotional Video English 8200 Promotional Video Spanish 8300 Wireless Receiver & DVR 9900 Incoming Call History 9999 Recorded TV Scan/ Backwards Record On Demand Incoming Call Scan/Forward Pause DVR Recorded TV Interactive 2

4 CLICK HERE To watch Delivering the Complete AT&T Package U-verse Video demo time! PCA check Bridge to the demo 3

5 PCA check every time Qualification CPNI & PCA Checks - Don t limit your sales opportunity by not providing a CPNI statement and PCA checks with all transactions. CLICK HERE To watch U-verse Features and Benefits Video Under federal privacy law, it is your right and our duty to protect your account information. May I use your information during this visit to discuss products offered by AT&T companies? Your decision will not affect your service. PCA Check Green - Give the customer the BEST introduction of U-verse. Mr/Mrs Customer -Congratulations U-verse is in your community, let me tell and show you why U-verse is the BEST. Best entertainment experience - U-verse TV has advanced features that functionally enhance the viewing experience Experience U-verse - it has over 170 HD channels and is growing Shows - with Total Home DVR record up to 4 shows at once Television Service - Highest in Television Service Satisfaction in the South Region, Four Years in a Row, according to the J.D. Power and Associates 2011 Residential Television Service Provider Satisfaction Study SM Bridge to the demo On your way to the demo tell the customer: This demo is interactive, it is a flash-based demo designed to give you a feel for how U-verse TV looks and some of its great features. It s not the actual service so it will not replicate all features. Please allow me just a minute to show you how great the U-verse experience is. 4

Make the demo conversational Make your demonstration conversational. While walking to the TV ask the customer any of the following ice breakers. What is your favorite sport and or team?

6 Make the demo conversational Make your demonstration conversational. While walking to the TV ask the customer any of the following ice breakers. What is your favorite sport and or team? Sports Multiview U-Bar How do you get your news? News Multiview How often or when do you watch TV? Total Home DVR What are your favorite TV shows? Build a Bundle Quote These questions are paramount to learn more about the customer and will guide you on what to demonstrate based on their interests. The customer s response to one of the questions above will lead you to the first element of your demo. Sport or News - Demonstrate Multiview Sports & 201 News You mentioned your like sports and/or watch the news, let me show your our Sports/ News Multiview. Enter channel number to use shortcut SC 601 or 201 This allows you to watch up to four channels at once on your TV screen. Show how to navigate within Multiview by selecting one of the programs in the small screen by pressing it to display on the main screen. Then exit to TV to watch that program on full screen. Go back to Multiview (use shortcut by entering channel number). Let me show you a great recording option in Multiview. If you are watching the big screen and you see something you want to record scroll over to the screen and press the red record button. You re now recording and you won t miss the action on either screen.

With U-verse for Mobile & Tablet you can manage your DVR from just about any AT&T smartphone and some tablets. Let me show you 2 different ways to record TV or watch TV on your time.

7 Keep it simple Ask: How often do you watch TV? Total Home DVR I m sure your time is important so when you watch TV it needs to be on your time. Let me show how easy it is to record your favorite shows with our Total Home DVR. Record up to 4 shows at once on a single DVR and record and play back on any room in your house. With U-verse for Mobile & Tablet you can manage your DVR from just about any AT&T smartphone and some tablets. Let me show you 2 different ways to record TV or watch TV on your time. Simply press the red record button and you re recording. Press it a second time and you can record an entire series. Go to channel 9999 (DVR) to demonstrate and show the customer s library of recorded shows. Here you can also add a recording, view a series you have scheduled to record and change settings on what series you are currently recording. A simple way to record is through the Guide. Prese Guide, find your show for a select time or day, then press the record button. Ask: How do you browse channels or channel surf? PIP Browsing Let me show you a great way to channel surf using our Picture-in-Picture channel browsing. Select a TV show and then show how easy it is to channel surf by pressing the up & down arrow button to show the benefits of the PIP box. Make sure to point out how the name of the program, time left of the show and information about the show is listed next to the box. Forward Another easy PIP demo version - select guide and show ability to scroll 7 days in advance by pressing the forward button. 6

U-Bar Bridging High Speed Internet with TV U-Bar Ask any one of the following high speed internet probing questions to learn more about your customer s high speed internet

Now let me show you how AT&T U-verse High Speed Internet compliments your TV service.

Let me show you how you can monitor your sports scores plus local area traffic, weather and track your favorite stocks with the AT&T U-Bar.

Explain the benefits of the U-Bar: You don t have to turn on the TV and be dependent on the local news network to be provided with who won lasts nights game or what the

8 U-Bar Bridging High Speed Internet with TV U-Bar Ask any one of the following high speed internet probing questions to learn more about your customer s high speed internet uses & needs. How do you access the internet while at home? How do you access wi-fi at home or on the go? How fast is your home internet speed? Now let me show you how AT&T U-verse High Speed Internet compliments your TV service. You said your were a sports fan, how do you follow your favorite team or scores in general? Let me show you how you can monitor your sports scores plus local area traffic, weather and track your favorite stocks with the AT&T U-Bar. Show the blue interactive button and select it. Scroll the arrow down button. Briefly highlight each of the U-Bar fields, Weather, Stocks, Traffic, Sports. Explain the benefits of the U-Bar: You don t have to turn on the TV and be dependent on the local news network to be provided with who won lasts nights game or what the weather is going to be for the day. Get the days information that is most important to you with a simple click of the button. Explain the U-Bar can be customized through their computer utilizing AT&T High Speed Internet service on the att.net home page. Explain with AT&T U-verse High Speed Internet you can get download speeds up to 24MBPS and have access to the nations largest wi-fi network with over 30,000 mobile hot spots. 7

digital voice Bridging High Speed Internet and Digital Voice YP.com Go to YP.com Channel 97. While the YP.com page is loading explain to the customer YP.

9 digital voice Bridging High Speed Internet and Digital Voice YP.com Go to YP.com Channel 97. While the YP.com page is loading explain to the customer YP.com integrates their U-verse TV, Internet and home phone service to allow them the ability to look up local businesses, attractions and place a call using their remote control. Ask the customer: Now let me show you how AT&T U-verse High Speed Internet & our advanced digital home phone service compliments your TV service. Do you ever order food for take out or delivery such as pizza? Pause, wait for their answer. Let the customer explain how they order take out. Let me show you how to order your favorite pizza while never leaving your couch. While in YP.com scroll to food & drink category, while scrolling show the customer search options and other easy to find categories. Select the food & drink category, within that section pizza has its own category. Select pizza. You can see we found several pizza options near your home, or our demo home in this case. We simply highlight any one of the nearest pizza restaurants and YP.com will show you the restaurant address with a map; along with the phone number. Now the fun part, simply press Make a Call, and the AT&T U-verse digital voice service will automatically call this restaurant and ring your home phone. You never have to leave your couch. Our U-verse digital voice service is loaded with features, one of which is Locate Me. So if you have your cell phone on you and you call for pizza and the service can call your cell phone. Incoming Call Notification: You really never have to leave the comfort of your sofa to know who is calling on your home phone. You can see who is calling directly on your TV screen. Incoming Call 8

10 Do a price quote and close the sale Build a Bundle Quote Say to the customer: I know your time is important and thanks for letting show you around U-verse. Let s get put a package togther for you and set you up with an installation right away. Local Market Tool selections High Speed Internet Based on your discussion with the customer during the High Speed Internet bridging section you should have information to build a bundle. Suggestion: start at 12MBPS which is where the Choice Plus Bundles start. Digital Home Phone Service Add U-verse Digital Voice Unlimited to each bundle quote. Remind them in most cases they can keep their current home phone number. With Unlimited Digital Voice you can call anywhere in the United States, Canada, Puerto Rico for no additional charge. What bundle/promo to select? Before clicking the last step on the LMT for the promotion selection, show the customer standard rack rate pricing. This provides the customer an idea of standard pricing and will set the tone for the discussion for pricing when the promotion period end. Words that work: Mr. Customer let s review a standard bundle quote. Review each element of the bundle with them and adjust the bundles as necessary. After reviewing each element tell the customer: We have several current promotions going on right now, let s see what one fits you best. Assumptive Close Would you like me to schedule you for our first available installation appoitnment? What we have you set up for will get you more entertainment for your money. U-verse is a very popular service and I want to get you on the installation list right away. Let s see when the first available appointment is. 9

U-verse to go Bridge U-verse for tablets and mobile Say to the customer: One last thing before I wrap up.

remote Post what you are watching to Facebook Get more info and photos about your favorite TV shows while you watch

U-verse customers can use any AT&T smartphone & tablet to: Manage, record and watch hit TV shows Your DVR, 24/7:

Shows On-the-Go: Download or stream hit TV shows to watch while you are on-thego, with qualifying smartphones,

11 U-verse to go Bridge U-verse for tablets and mobile Say to the customer: One last thing before I wrap up. As a U-verse customer you can enhance your U-verse experience at home with one of our tablets by: Using it as a remote Post what you are watching to Facebook Get more info and photos about your favorite TV shows while you watch You can also take the experience mobile. U-verse customers can use any AT&T smartphone & tablet to: Manage, record and watch hit TV shows Your DVR, 24/7: Browse the TV guide and manage your U-verse DVR recordings anytime, anywhere. Shows On-the-Go: Download or stream hit TV shows to watch while you are on-thego, with qualifying smartphones, tablets and TV plans. Let me show you. Bring the customer to the store s demo tablet and/or live smartphone with U-verse Mobile loaded on it. Provide them a brief overview of what the application looks like and make sure you highlight the product features. 10

12 close the sale! Post sale CSS Follow-up Installation expectations Referrals 11

AT&T Mobility 1025 Lenox Park Blvd. NE Atlanta, GA 30319 AT&T Representative Sales C: 105.345.3344 D: 987.654.5270 F: 800.000.1234 az00000@att.

Ensure to capture the customer s valid contact information to allow appointment confirmation. Post sale Review the Wired Customer Service Summary (CSS).

several ways to confirm their appointment via e-mail, phone call and/or text message.

Installation The average installation is 4-6 hours and the technician will call the day of the installation to confirm their arrival time.

13 AT&T Mobility 1025 Lenox Park Blvd. NE Atlanta, GA AT&T Representative Sales C: D: F: Review When selecting an installation appoitment, select the first available day whenever possible. Ensure to capture the customer s valid contact information to allow appointment confirmation. Post sale Review the Wired Customer Service Summary (CSS). Review all sections of the CSS, take this opportunity to explain to the customer about their installation appointment and remind them we will contact them several ways to confirm their appointment via , phone call and/or text message. First bill CLICK HERE to review Understanding Your First Bill an easy job aid with the customer to set proper first bill expectations. Installation The average installation is 4-6 hours and the technician will call the day of the installation to confirm their arrival time. Referrals Provide customer U-verse referral bag stuffers along with 3 business cards and educate them on the program. Ask the customer: Were you completely satisfied with your visit today? Is there anything that would keep you from recommending AT&T to your friends and family? Thanks and depart Walk the customer to the door. 12

14 AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

QUICK-START GUIDE LET S JUMP RIGHT IN

QUICK-START GUIDE LET S JUMP RIGHT IN QUICK-START FEATURES GUIDE LET S JUMP RIGHT IN TABLE OF OF CONTENTS INTRODUCING Introduction Page TV Basics Pages 4-6 Remote Control Map Turning Your TV and Receiver On and Off Changing Channels: Remote