Retail Experience

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 customerexperience that’s smart, friendly and fast.

Greet and Approach

• Provide a warm, friendly and genuine greeting within seconds of thecustomer’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.

Build Value

• 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 thecustomer’s needs.
• If the customer asks for a specific product, find out why and ensure it meets their needs.
• Maintain eye contact, avoid distractions and confirm understandingof the customer’s needs.

Offer Solutions

• Offer personalized solutions based on the customer’s needs.
• Match the right product to each customer, not the product you personally prefer.
• Adjust your pace and style to the customer’s mood, tone and technical knowledge.
• Don’t focus only on our products, leverage The AT&TAdvantages.
• If the customer comes in with a problem, own it and do all you can to solve it during their visit.

Gain Agreement

• 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.

Educate

• Set up and demonstrate the device so the customer is confidentand ready to go.
• Be sure to set up email, voicemail, social networks and transfer contacts.
• Show the customer how to navigate their device, accessapplications and use preferred features.
• Direct customers to online tutorials for more information.
• Review the Customer Service Summary to set expectations andavoid unpleasant surprises.
• Confirm the customer understands and is satisfied with the transaction.

Thank & Depart

• 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.