© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property. Greater Los Angeles Market Truxtun 30 60 90 PLAN Krystal Banta Assistant Store Manager May 21, 2014
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© 2010 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
Greater Los Angeles MarketTruxtun
30 60 90 PLAN
Krystal BantaAssistant Store Manager
May 21, 2014
© 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.
Copyright © 2006 AT&T. All rights Reserved.
2014 YTD 83.3% Overall Willingness to Recommend
Q1 2014 Rank #5- OTR (District)
Q4 2013 Rank #12 92% Next in (District)
Q4 2013 Overall Power Rank #21 (District)
Average Strategic products 14 per month
U-verse Production average is 125% attainment YTD
ACHIEVEMENTS
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© 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.
Copyright © 2006 AT&T. All rights Reserved.
Personal understanding of employees Drive levers of motivation: commission & daily realistic goals Focus on coaching and development of RSC’s.
Provide feedback regarding issues and road blocks with RSC’s
Develop store leaders to Influence culture and change.
Learn how to match personalities
Create a culture of excitement
Daily observations and follow-ups
First 30 Days“WE ARE A TEAM”
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© 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.
Copyright © 2006 AT&T. All rights Reserved.
WTR 80%
U-verse/Digital Life
Growth Adds
Small Business
First 30 DaysIDENTIFY STORES FOCUS
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© 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.
Copyright © 2006 AT&T. All rights Reserved.
Identify ways to improve and influence RSC’s WTRs Scores
Begin with; “How’s your experience been with at&t?”
End with “How was your service today?”
Right before end of transaction, “Is there anything else me or my manager can do?”
Most importantly, before end of transaction ask customer: “Would you be willing to recommend me and at&t?”
First 30 DaysWILLINGNESS TO RECOMMEND
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© 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.
Copyright © 2006 AT&T. All rights Reserved.
Work towards 100% PCA checks
Coach RSCs to ask what services customer currently has with at&t
Lead by Demo: Show three features U-verse/Digital Life has to offer
Bundling with UV and DL together
Break down daily goals: adds, OTR and TRR to hit 170% using Monthly Action Plan
First 30 DaysHOME SOLUTIONS-U-VERSE, DIGITAL LIFE & GA
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© 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.
Copyright © 2006 AT&T. All rights Reserved.
“Are you here for personal or business?”“Do you have a tax i.d.?”Educate customer about benefits of a small businessBuild relationship with small business manager
First 30 DAYSSMALL BUSINESS
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© 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.
Copyright © 2006 AT&T. All rights Reserved.
Consistent one on ones (Biweekly) Compensation plan review and understanding Coach to behaviors (Paul Roth)
Create excitement around store focuses
Set daily targets for RSCs
Recognize and reinforce
Focus on the WIIFM
60 DAYSEmployee Engagement
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© 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.
Copyright © 2006 AT&T. All rights Reserved.
Inspect for consistency with execution of 5 key behaviors
Weekly RSC coaching
Continue to reinforce commission plan
90 DAYSCELEBRATE VICTORY$$$
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© 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.
Copyright © 2006 AT&T. All rights Reserved.
Willingness to Recommend Paul Roth Questions 5 Key Behaviors Six step selling process
Accessory Revenue
Focus on attach rate for premium audio/ power
Strategic Products
Focus on employee knowledge and confidence Consistent manager involvement
OverallAREAS OF FOCUS
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